How We Helped Kurzgesagt Cut Email Response Time to 12 Minutes and Reach a 4.95 CSAT

Challenges

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  Support that couldn't scale

  As Kurzgesagt's customer base grew, the support setup behind its online store wasn't built to grow with it. Each rise in demand landed on the same process instead of being absorbed by it. That made support harder to run efficiently as the store kept expanding.

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  Slow first responses

  Kurzgesagt needed replies to reach customers faster. Waiting is where a good store experience starts to sour. With more customers writing in, the wait risked getting longer, not shorter.

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  Customer satisfaction at stake

  Kurzgesagt wanted to raise customer satisfaction, and the stakes went beyond a single conversation. Every interaction shapes what customers say in public reviews, and a poor review can cost the store customers.

Solution

SupportYourApp built a dedicated support team on Gorgias, backed by a self-service Help Center and quarterly performance reporting.

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  Dedicated eCommerce support team

  SupportYourApp analyzed Kurzgesagt's support workload and built a team structure to cover peak hours and speed up replies. Consultants handle customer requests, purchases and deliveries, and returns. They also work on documentation and keep the website's FAQ section up to date.

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  Product and process training

  Every new hire was onboarded and trained on Kurzgesagt's products and internal processes. That way, replies stay accurate and sound like the brand, not like a generic script.

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  Gorgias setup and automation

  SupportYourApp implemented Gorgias as the support platform and automated key processes inside it. The whole setup was restructured so adding capacity is simple as the store grows, because scale matters for any growing eCommerce brand.

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  Self-service Help Center

  Consultants collected common questions from real customer conversations and turned them into a full FAQ section. Built with Gorgias Help Center and placed right on Kurzgesagt's website, it lets customers find answers on their own. Fewer repeat questions reach the team.

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  Quarterly performance reporting

  A quarterly reporting system on the Gorgias Statistics Dashboard tracks First Response Time (FRT), CSAT, and SLA targets. Kurzgesagt now has a clear view of how support is performing and where it can improve.