How Gorgias protected their teams from burnout and strengthened leadership with Coachello
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Industry
e-Commerce
Products Used
Performance Optimization
Gorgias is a global multichannel help desk serving over 10,000 e-commerce merchants, enabling them to manage all customer support from a single platform. With rapid growth into a 300+ employee organization, Gorgias faced challenges linked to hypergrowth in 2021.
Gorgias centralizes customer interactions across email, chat, voice, SMS, and social media. Its AI-powered automation resolves up to 60% of repetitive inquiries, allowing support agents to focus on high-value interactions. Integrated with Shopify, Magento, and BigCommerce, Gorgias transforms customer support into a revenue-generating function. As a Certified B Corporation, Gorgias is committed to sustainable business practices, enhancing customer satisfaction while driving sales growth.
Challenges
Gorgias’ hypergrowth and globally distributed team led to rising stress, dips in productivity, increased levels of stress and potentially heading towards burnout. Without inclusive, accessible coaching, the company risked burnout, disengagement, and weakened team cohesion.
Solution
Gorgias partnered with Coachello to implement a solution focused on employee well-being, personal development, and improved communication. We aimed to launch a flexible, fully tailored coaching solution company-wide—leveraging Slack, diverse coaches, and professional stipends. The result? A thriving coaching culture, 50% adoption in year one, and measurable boosts in well-being, performance, and engagement.
Results
- 8x Reduction in Stress
- +60% Motivation
- +75% Perceived Growth from Peers
- +98% Actions Implemented
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.
— Manager | Tokyo Marine HCC at Gorgias —
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