GORGIAS

Gorgias provides a global multichannel help desk to e-commerce merchants. It allows merchants to manage all their support from one place. They have been scaling fast for the past years and have grown into a 300+ person organization helping over 10 000 + customers.

Back in 2021, Gorgias consulted Coachello for its challenges resulting from hyper growth; employees were experiencing increased levels of stress and potentially heading towards burnout. These challenges were evidenced in decreased productivity, conflict, and overall weariness. Gorgias needed to find a program that would help develop their employees well-being while also encouraging self-development and communication between headquarters and the various offices on a global scale.

"I grew both professionally and personally during the courses and even got to put it to the test whilst delivering some training to my colleagues today. I highly recommend Coachello platform."

Christie Jones | Manager at Tokyo Marine HCC at

Challenge

As Gorgias experienced rapid growth and scaled its remote workforce across multiple time zones, the company began facing mounting internal challenges. Employees were dealing with high stress levels, productivity dips, organizational friction, and risks of burnout — all while trying to adapt to the demands of a global and fast-paced environment. The lack of personalized support and tools for self-development made it difficult for team members to manage time effectively or stay engaged and fulfilled in their roles. Gorgias recognized that without intervention, these issues could hinder team morale, slow down development, and impact the company’s long-term performance.

To address this, Gorgias set a clear goal: to make coaching accessible to all talents, regardless of their role or location. The idea was to create an inclusive coaching culture, with a diverse pool of certified coaches that reflected the team’s variety in nationalities, languages, time zones, and hierarchical levels. The absence of such support previously had left many team members without the tools to grow, stay focused, or navigate challenges with confidence. Without a proactive, people-centered solution, there was a real risk of disengagement and burnout becoming normalized across the company culture.

Solution

Fortunately enough Gorgias’ Head of People - Adeline Bodemer already had experienced professional coaching and knew it would be a game changer for her employees. She wanted a flexible solution adapted to Gorgias culture, meet the diverse development needs of their many employees, facilitate engagement with coaches and enable a high adoption rate. It was also important that employees could use their professional development stipend.

We offered Gorgias a customized version of our coaching as a benefit solution, organisation wide. The aim was to make coaching available to all talents, with a pool of certified coaches that match the diversity of Gorgias Talents in terms of nationalities, languages, time-zone, hierarchy etc.

Features

• Coachello’s Slack App deployed to all employees
• 24/7 access to certified coaches worldwide that match the diversity of Gorgias talents (over 25 nationalities) in terms of culture, languages, time-zone, hierarchy etc.
• Sensibiliation through on-demand webinars to answer hot topics in the company (Burnout Prevention, Morning routine, Managing Energy and Understanding organizational Stress)
• Coaching assessments, confidential chat-line in Slack and recommendation calls
• Data insights

Results

After a year, the coaching culture is strong at Gorgias and is part of the company culture. Implementing this coaching culture led to the following outcomes :

With a 50% adoption the first year and an average of 5 sessions per person that they can use whenever they need it the most, we helped Gorgias’ talents improve their time management challenges, organizational issues, professional development, and prevent some burnout risk.

On average, nearly 70% of Gorgias’ employees have noticed a reduction in stress and 40% felt an increase of positive feelings like optimism and hope. 80% of users also report improvement in productivity. Last but not least: coach satisfaction levels are above 95%.

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