Case Study: mybacs cuts response and resolution times with Gorgias

mybacs cuts resolution time by 53% with Gorgias

mybacs, a German supplement brand, faced the challenge of managing over 3,600 monthly support tickets with a lean team. Their previous system lacked efficient automation tools and had a disjointed Help Center, leading to long resolution times and a confusing customer experience. They turned to Gorgias to find a more efficient solution.

Working with Gorgias and a partner agency, mybacs optimized their helpdesk by building robust Macros and Flows and centralizing their Help Center. This provided self-serve options for customers and streamlined agent workflows. The solution from Gorgias led to a 53% decrease in resolution time, a 51% decrease in first response time, and a 167% increase in Macro usage, all without increasing their support headcount.

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