Jan 7, 2026

Then & Now: How Aventus Strengthened the Barnakl Support Partnership

Introduction

Barnakl’s partnership with Aventus began with a focused goal: improve the efficiency and structure of their customer support operations. What started as a one-time Gorgias optimization project later evolved into a deeper, ongoing engagement—one centered on dedicated agents, refreshed workflows, and consistent customer experience at scale.

This case study highlights how Aventus supported Barnakl across two distinct phases, helping improve ticket resolution times, significantly increase customer satisfaction, and create a more scalable support operation as demand grew.

About Barnakl

Barnakl is a health and wellness brand focused on improving indoor air quality through innovative ceiling fan blade filters. Designed to trap allergens, odors, VOCs, and airborne particles, Barnakl products help customers breathe easier and live more comfortably.

As interest in indoor air quality increased, Barnakl experienced growing customer demand across its product line—bringing increased support volume and more complex customer inquiries.

The Challenge: A Two-Phase Partnership Amid Growing Demand

Barnakl’s support needs evolved over time.

Phase One: Helpdesk Optimization

In the initial engagement, Barnakl partnered with Aventus for Gorgias optimization only. The focus was on improving workflows, structure, and efficiency within the helpdesk—without adding agents.

This optimization laid a strong foundation, improving how tickets were routed, handled, and escalated.

Phase Two: Scaling Support with Consistency

As Barnakl’s customer base and product offerings expanded, support demands increased further. Barnakl needed:

  • Greater support capacity while maintaining quality

  • Consistency between the first engagement and ongoing operations

  • Better handling of increased ticket volume related to:

    • Product installations

    • VOC and indoor air quality concerns

    • Product compatibility questions

With the initial optimization proving successful, Barnakl re-engaged Aventus for ongoing support.

The Aventus Solution: Support Then & Now

When Barnakl returned to Aventus, the approach expanded to combine dedicated agents with a refreshed Gorgias setup.

Dedicated Agent Support

  • Aventus onboarded dedicated agents for ongoing customer support

  • Agents were trained across Barnakl’s full product line and common customer concerns

  • Support coverage scaled to meet growing demand while maintaining consistency

Refreshed Gorgias Optimization

  • Workflows were refined using insights from the initial optimization

  • Escalation paths were improved to ensure complex issues were handled efficiently

  • Quality checks were introduced to maintain consistency over time

This approach ensured Barnakl had both the systems and people in place to scale effectively.

Results

Following the re-engagement with Aventus:

  • Customer satisfaction significantly improved, driven by consistent and knowledgeable support

  • Ticket resolution times improved after dedicated agents and refreshed workflows were introduced

  • Higher support volume was handled more consistently, even as demand increased

  • Repeat and escalated issues decreased, thanks to better training and clearer escalation paths

Barnakl was able to move from reactive support to a more stable, scalable operation.

Why the Partnership Worked

The success of the partnership came from continuity and iteration:

  • Aventus remained aligned with Barnakl’s brand values and customer expectations

  • Dedicated agents developed deeper product knowledge and customer trust

  • Learnings from the initial optimization strengthened the second engagement

  • Structured escalation and quality processes ensured long-term consistency

Looking Ahead

As Barnakl continues to grow, the focus remains on building proactive, scalable support:

  • Expanding support alongside new product launches

  • Introducing proactive content such as installation guides and educational resources

  • Using support insights to inform product and user experience improvements

With optimized systems and a dedicated support team, Barnakl is positioned to support customers effectively as demand continues to rise.