Customer Service Optimization: How Luksusbaby Achieved 66% Faster Response Times with Gorgias

With centralised customer support and increased automation, Luksusbaby has room to grow.

Providing excellent customer service can be challenging. There are many factors that need to work in harmony - and a lot that needs to function to ensure your customers have a great overall experience.

One area that most businesses find difficult to improve is their First Response Time (FRT). When you receive hundreds - or even thousands - of inquiries in a week, it's essential to stay focused in order to respond to all customers within a reasonable timeframe, with a personal response that centers around the customer's issue.

This was precisely the challenge Luksusbaby faced. With over 3,000 customer inquiries across 20 different channels each week, providing timely personal customer service was easier said than done.

The Solution?

A centralised communication strategy, executed through the customer service system Gorgias.

Luksusbaby has over 20 communication channels through which their customers can reach them. From emails to the chat on their website, and their numerous SoMe platforms, which are also separated by country/language. This can create a lot of inefficiency and wasted time when the same team has to jump from tab to tab and login to login.

By consolidating all their communication onto one platform, Luksusbaby experienced an improvement in work processes that ultimately reduced their response times by 66%. But it wasn't just response times that significantly improved. With Gorgias' automation tools, Luksusbaby built the right flows specifically for their business. This increased their automation by 45%.

As of this writing, many of their formerly manual tasks are being done ‘by the machine’, which has created more time for valuable customer interactions. So what parts of their customer service has Luksusbaby automated?

A large part of the increased automation comes from keyword-based assignment of inquiries, ensuring customers always reach the right person first - saving Luksusbaby time on forwarding inquiries around the company.

Additionally, with automated responses for the most common inquiries and template-based answers, Luksusbaby has been able to save time on all repetitive customer service communication.

Even though repeated inquiries about, among other things, shipping and order status were easy to answer, their sheer volume consumed large portions of customer service resources, leaving the support team with less time for complex queries.

By using Gorgias tools, Luksusbaby ensures quick, effective, and consistent responses - while simultaneously reducing the daily workload and handling time. In other words, Luksusbaby has achieved extremely scalable internal processes that can support their growth journey in the future rather than being a risk factor.