Case Study: TruWood boosts ROI and cuts support costs with Gorgias

How TruWood Makes Customers Feel Like Family While Increasing ROAS

TruWood, an eCommerce wooden fashion accessories brand, needed a faster way to deliver the personal, family-like customer service it valued as it scaled. Using Gmail and manual workflows for support tickets and templates had become time-consuming and inefficient, and the team also wanted a more direct marketing channel to build customer relationships at scale. To solve this, TruWood turned to Gorgias.

With Gorgias and the SMSBump integration, TruWood centralized customer emails and tickets, used macros and machine learning to speed up replies, and launched personalized SMS campaigns and abandoned cart flows. The results were strong: SMS flows generated 62x ROI and more than $120,000 in revenue, one-off campaigns reached up to 40x ROI, and customer service labor costs were cut by over half, with most emails now answered in less than a minute.

TruWood

Bishoi Khella

Co-Founder