How Pela Cut Support Costs by 50% and Boosted Trustpilot Ratings — Without Hiring More Agents

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Pela Cut Support Costs by 50% and Boosted Trustpilot Ratings

2.2 -> 3.8

Trustpilot score in first 30 days

90%

CSAT Score

72%

Support Automated

What Pela Case Says:

"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!"

— Kris, CX Head @ Pela Case

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🛑 Pela's CX Team Was Overwhelmed and Drowning in Costs

Pela’s customer support operation had turned into a reactive mess:

62,000+ tickets in just four months
Long response times led to mounting negative reviews
Trustpilot rating dropped dangerously low
Order tracking, returns, and product questions flooded the queue
Rising support costs made hiring more agents impossible

Facing Q4, Pela urgently needed a better solution — fast.

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💸 The Hidden Costs of Inaction Were Compounding Fast

The price of not acting was already hurting Pela:

Slower response times → decreased customer trust
Negative reviews piled up → damaged brand reputation
Operational costs rising with no relief in sight
Every ticket answered manually was time (and money) wasted

Without a radical change, Pela risked losing not only money but customer loyalty.

🚀 Pela Needed a Scalable, Customer-First Support Strategy

What Pela wanted:

Cut support costs without sacrificing customer experience
Drastically reduce ticket volume through real automation
Maintain a human, trust-building CX — even with AI in the loop
Deploy changes quickly before Q4 peak season

Pela didn’t just need better ticketing; they needed ticket reduction at scale.

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🧭 A Two-Week Migration That Rebuilt Trust and Efficiency

The rollout focused on speed and precision:

Rapid Migration: Switched from Gorgias and rebuilt their knowledge base in just two weeks
Parallel Testing: Ran Richpanel and Gorgias side-by-side to validate AI performance
Self-Service Overhaul: Rebuilt flows to cover high-volume inquiries like order tracking, returns, and product FAQs

Agent skepticism was addressed through gradual trust-building, with real-time monitoring and training during the transition.

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❓ Automation Doubts Silenced by Real-World Wins

Objections Pela had — and overcame:

Fear of losing "human touch" → Trustpilot score jumped from 2.2 to 3.8 in 30 days
Skepticism about AI accuracy → 72% of tickets resolved without agent involvement
Concern over rollout disruption → Full migration in just 14 days
Cost concerns → SaaS costs slashed by 50%, $191k generated from support-driven sales

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📈 Support Became a Growth Driver, Not a Growing Expense

Final outcomes:

72% of support tickets fully automated
$191,000 in support-driven revenue in just 30 days
50% cut in SaaS spend
9% conversion rate from support conversations
Trustpilot rating jumped to 3.8
CSAT hit an all-time high of 90%

Instead of growing their team, Pela streamlined it — and turned CX into a competitive advantage.

UPDATE — Pela has been so pleased, CEO Matt Bertulli has migrated his second brand, Lomi, to Richpanel as well.

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Could your brand achieve results like Pela?

If your support costs are rising, response times are lagging, or scaling feels impossible, it’s time to explore real automation.

Book a 30-minute Richpanel demo — see how quickly you could save 50% and elevate your CX at the same time.

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