Case Study: JOONE boosts support efficiency and sales with Gorgias

JOONE uses Gorgias Macros and Rules to provide proactive support and decrease FRT by 52%

JOONE, a French ecommerce company in the parenting and childcare space, needed a better way to handle a high volume of low-value customer questions without losing time for proactive, personalized support. After using Zendesk, the team found they lacked the automation depth they needed to efficiently manage simple tickets while still supporting more complex customer issues.

With Gorgias, JOONE implemented Macros, Rules, Tags, and helpdesk automation to send personalized replies, route tickets, and snooze follow-ups for later review. As a result, JOONE cut first response time by 52%, reduced resolution time by 44%, and increased sales from support by 10%, while also improving customer satisfaction to a 4.77 CSAT.