Case Study: Veloretti cuts resolution time in half with Gorgias

How Veloretti Cuts Down Their Resolution Time in Half and Improves Their Team's Efficiency

Veloretti, an online bike brand in the sporting goods industry, needed a better way to manage customer inquiries as their business grew across Europe. Their phone system was not connected to their helpdesk, and requests from email, forms, social media, and direct chat were not centralized, making it harder for the support team to stay organized and responsive. They had been using Helpscout before switching to Gorgias for live chat and helpdesk support.

Gorgias helped Veloretti centralize customer interactions, track tickets by category, use tags and automation, and share internal knowledge through Help Center. With Gorgias, Veloretti cut average resolution time from 1 day 23 hours to 5 minutes 4 seconds and reduced first response time from 4 hours 13 minutes to 54 seconds. They also achieved a 22% one-reply resolution rate, significantly improving team efficiency.

Veloretti

Tom Wolters

Head of Business & Retail