42% of consumers trust online reviews as much as recommendations from friends and family. A poor review could cost you customers. Knowing what was at stake, our client turned to us for expert ecommerce customer support.
Kurzgesagt is a Germany-based animation studio that produces popular science videos explaining the world in a fun way. In addition to their videos, the team runs an online store featuring science-themed merchandise.
As their customer base grew, Kurzgesagt began experiencing CX challenges that highlighted the need for more scalable and efficient support that could adapt to the company’s growth.
Overcoming these challenges would strengthen customer relationships and remove key obstacles to Kurzgesagt’s continued growth.
The eCommerce Customer Support Solution for Kurzgesagt
To overcome these hurdles, Kurzgesagt partnered closely with SupportYourApp. After gaining a deep understanding of the client’s operations, we implemented a tailored, multi-layered support solution.
New Support Team Setup & Processes
We analyzed the client’s support workload and determined that the following team structure would best meet their needs:
This setup ensured reliable support throughout peak hours and sped up responses.
The consultants were responsible for:
- handling customer requests
- processing purchases and deliveries
- managing returns
- working on documentation
- updating the FAQs section on the website
We onboarded and trained the new hires in Kurzgesagt’s products and processes, so they could deliver accurate, brand-aligned support.
We implemented Gorgias, a customer support platform, to streamline and automate key processes. Additionally, we restructured the setup to make it easy to scale as the client grows. With years of experience providing customer support for ecommerce stores, we understood that scalability was essential for long-term success.
Knowledge Management System
Based on real customer interactions gathered by our consultants, we created a comprehensive FAQs section. Using Gorgias Help Center functionality, we integrated it directly into Kurzgesagt’s website.
This self-service option enabled customers to find answers on their own, easing the workload on support consultants.
Performance Monitoring & Analytics
To improve visibility and performance tracking, we built a quarterly reporting system using the Gorgias Statistics Dashboard.
We implemented tracking for key metrics such as First Response Time (FRT), Customer Satisfaction (CSAT), and SLA targets. As a result, Kurzgesagt now has a clear view of their support performance and areas for improvement.
The Results
Our partnership with the client brought outstanding results:
- Metrics boost: FRT — down to 12 minutes for business hours, 19 minutes overall (including night shifts), CSAT improvement — up to 4.95 out of 5
- Enhanced brand reputation: Trustpilot reviews improved significantly
- High-volume support efficiency: the team shows exceptional performance during holiday spikes
This transformation helped Kurzgesagt focus on what they do best — design and animation — while still delivering an excellent customer experience. By forming a strategic partnership, the SupportYourApp team became a natural extension of their internal operations. The collaboration created strong alignment between support, technical, and marketing teams, setting the stage for long-term, scalable success.
