Boosting Support Efficiency with Gorgias and AI
Introduction
As Earthaus grew, its customer support team faced mounting pressure. With more customers and inquiries coming in, the team needed to maintain fast, accurate responses while keeping costs under control. Rather than hiring more staff, Earthaus partnered with Aventus to optimize its Gorgias helpdesk and implement AI-driven support workflows.
The goal was clear: improve agent efficiency, reduce operational costs, and create a scalable support system that could grow alongside the business. Through this partnership, Earthaus transformed its support operation into a faster, more efficient, and cost-effective function.
About Earthaus
Earthaus is a premium plaster and home finishes brand, combining craftsmanship, design, and sustainability in every product. The company serves a design-conscious customer base that expects timely and knowledgeable support, from order questions to product guidance and after-sales assistance.
As the company expanded, so did the volume of customer inquiries. The support team, while skilled and dedicated, found it increasingly challenging to respond quickly to every ticket, especially during peak periods. Long response times and repetitive manual tasks were affecting efficiency and customer satisfaction, creating an urgent need for a smarter solution.
The Challenge
Before working with Aventus, Earthaus encountered several critical support challenges:
- Manual ticket handling: Agents spent significant time on routine tasks, slowing overall response times.
- High agent workload: Repetitive inquiries took focus away from complex, high-value customer interactions.
- Limited automation in Gorgias: Existing workflows were underutilized, leaving efficiency gains on the table.
- Rising support costs: Increased volume meant more hours spent by agents, putting pressure on operational budgets.
The company needed a solution that would empower agents, automate repetitive work, and reduce costs, all while maintaining high-quality customer service.
Our Approach
Aventus deployed a focused strategy centered on Gorgias optimization and AI agent integration, designed to improve efficiency, scalability, and agent experience.
Gorgias Optimization
- Redesigned ticket workflows to streamline routing and resolution.
- Implemented standardized responses for common inquiries to save agent time.
- Created smart rules and views to reduce manual steps and improve ticket visibility.
This ensured that agents could spend less time navigating the system and more time helping customers effectively.
AI Agent Implementation
- Deployed AI to automatically triage incoming tickets and respond to common questions.
- Escalation paths ensured complex or unusual inquiries reached human agents with context.
- AI workflows were scaled to handle a significant portion of incoming tickets, reducing agent load without compromising quality.
By combining human expertise with AI assistance, Earthaus was able to maximize agent productivity while maintaining a personalized customer experience.
Results
The partnership with Aventus delivered tangible results:
- Average response time decreased, allowing customers to get answers faster (significant improvement).
- Agents handled more tickets with the same team, improving efficiency and reducing burnout.
- AI managed a significant percentage of incoming inquiries, freeing agents to focus on high-value work.
- Support costs were lowered, preventing the need for additional staffing even as volume grew.
These improvements created a more agile and scalable support operation, enabling Earthaus to handle increased demand without sacrificing quality.
Conclusion
Through strategic Gorgias optimization and thoughtful AI integration, Aventus helped Earthaus transform its support function. The company now operates more efficiently, cost-effectively, and sustainably, with a support team empowered to focus on meaningful customer interactions.
This partnership demonstrates how technology and workflow optimization can turn customer support from a cost center into a scalable asset, setting Earthaus up for continued growth and excellent customer experiences.