Gorgias × Bagallery
Gorgias x Bagallery, from 1,800 daily tickets across five channels to an NPS of 41
NPS increased from 19 to 41
Chaotic, decentralized support to centralized visibility and positive customer sentiment
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Why it works
The case study earns its headline numbers because it anchors the before-state in concrete detail: 22 agents, 1,800 daily tickets, five disconnected channels, and a 24-hour first response time. The investor anecdote is the sharpest moment in the piece and grounds the stakes in a real business consequence rather than abstract pain. This is a mild coin-flip between Efficiency and Clarity because the before-state combines wasted effort and total blindness to KPIs, but the headline metrics lead with time and process improvements so Efficiency wins the primary tag.
Steal this
Use a specific external stakeholder consequence (an investor threatening to pull back) as the proof of how bad the before-state was. It replaces generic pain language with a concrete business event the reader can feel.
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.