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Customer Story

Pela cut support costs 50% and boosted its Trustpilot score.

Pela, the sustainable consumer-goods brand, was handling more than 62,000 support tickets in four months heading into Q4. They switched from Gorgias to Richpanel in two weeks. Support costs dropped by half, CSAT reached 90%, and their Trustpilot score climbed to 3.8 in the first month, without hiring a single new agent.

Lower SaaS costs
50%
Same coverage, half the spend, after switching from Gorgias.
Reinvested into growth
Tickets automated
72%
Order tracking, returns, and product FAQs resolved without an agent.
62,000+ tickets in 4 months
Customer satisfaction
90%
An all-time high after the switch.
Up from a reactive backlog
Trustpilot in 30 days
2.2→3.8
Reputation rebuilt in the first four weeks.
And climbing
The challenge

Volume spiked, reviews dropped, and hiring was off the table.

Pela built a loyal following selling sustainable consumer goods direct to customers. Heading into Q4, support volume outran the team and response times started to slip.

  • 62,000+ tickets in just four months, with response times climbing.
  • Negative reviews piling up. Trustpilot fell to 2.2.
  • Order tracking, returns, and product questions flooding the queue.
  • Rising support costs made hiring more agents impossible with Q4 approaching.
Why Richpanel

They needed lower costs without trading away the experience.

Pela set a clear bar before switching. The new platform had to deliver on all of it at once.

  • Cut support costs without sacrificing CX.
  • Real ticket reduction, not just faster ticketing.
  • A human, trust-building experience even with AI in the loop.
  • Deploy fast, before peak season.
What we deployed

A two-week migration, then self-service that actually resolves.

  • Rapid migration. Switched from Gorgias and rebuilt the knowledge base in two weeks.
  • Parallel testing. Ran Richpanel and Gorgias side by side to validate AI performance before cutover.
  • Self-service overhaul. Rebuilt flows for high-volume inquiries: order tracking, returns, product FAQs.
  • Real-time monitoring and agent training to build trust through the transition.
"All our customer experience metrics have reached an all-time high. Our Trustpilot rating jumped from 2.2 to 3.8 in the first four weeks. Our CSAT is 90%. And we’ve cut our SaaS costs by 50% since switching."
Pela
Kris
Head of CX, Pela
The results

Half the cost, and a higher Trustpilot score.

  • 72% of support tickets fully automated.
  • $191,000 in support-driven revenue in 30 days.
  • 50% cut in SaaS spend.
  • 9% conversion rate from support conversations.
  • Trustpilot up from 2.2 to 3.8, CSAT at an all-time high of 90%.

Pela was so pleased that CEO Matt Bertulli has since migrated his second brand, Lomi, to Richpanel as well.

Time to value

Live before Q4, in two weeks.

Weeks 1-2
Migration
Switched from Gorgias and rebuilt the knowledge base.
Validation
Parallel testing
Ran Richpanel and Gorgias side by side before cutover.
Go-live
Self-service on
Flows for tracking, returns, and FAQs went live before Q4.
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Methodology. Figures reported by Pela over their first 30 days on Richpanel.

Published with permission. Pela reviewed and approved this case study before publication.

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