Gorgias × Arcade Belts
Gorgias x Arcade Belts, AI cuts support tickets in half
50% reduction in ticket volume
Overwhelmed small team to automated support at scale
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Why it works
The story earns its headline number with a clear before-state: a small team buried in repetitive questions during peak season. The competitive switch from Zendesk back to Gorgias adds credibility because the customer tried both and chose deliberately. The mechanism is concrete enough to follow: build broad Guidance documents, enable AI Agent actions for specific request types, and use custom ticket views for urgent items.
Steal this
The 'giant study guide' framing for AI training documents. Instead of one macro per question, Arcade Belts built wide Guidance prompts covering multiple categories, letting AI handle rare edge cases without constant manual updates. That's a replicable configuration approach any reader can try.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Gorgias's published work; we link to the source and lead with our analysis.