How Comme Avant Uses Tags to Improve Team Efficiency and Maintains An NPS of 4.6/5

Challenge: Comme Avant used Agora Pulse for social media comments and Zendesk to manage tickets, but those tools didn’t meet their needs. Sophie found Zendesk challenging to use, and it was impossible to track social DMs on the platform.

Solution: All tickets are now centralized in one place. This centralization in Gorgias allows the team to provide exceptional support without switching back and forth between tabs.

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4.6/5
NPS score
40%
Sales through social media
7,500
Tickets/month

Founded in 2017, Comme Avant — literally translates to “Like Before” to illustrate back to basics — is a French family brand of natural organic cosmetic and clothing products. The company was created when the founders of Comme Avant, Sophie Lauret, and her husband, Nil Parra, were looking for a natural soap to take care of their son’s sensitive skin. 

Their vision is to increase the accessibility of essential products created with natural, organic, and zero-waste ingredients. Following a successful cosmetic line, they’re now expanding to household and clothing products.

Amazed by what they do, Gorgias team took the opportunity to interview them. During the interview with Gorgias, Sophie Lauret, the co-founder who is also in charge of Marketing and Communications at Comme Avant, shared with us about their Comme Avant journey.

From time-consuming customer support…

With rapid growth came the usual growing pains, and their small team started to buckle under the increased flow of tickets.

Customer support used to be time-consuming for Comme Avant’s small team of agents. Her team used Agora Pulse for social media comments and Zendesk to manage tickets, but those tools didn’t meet their needs. Sophie found Zendesk challenging to use, and it was impossible to track social DMs on the platform. That’s when the founders decided to look for a more efficient tool that would be easier on the team. They needed a platform to centralize all their support tickets and an interface to work together simultaneously.

Having heard about Gorgias from peers in the space, they decided to test the platform. The team saw immediate value, and it only took a few weeks before they were convinced that Gorgias was the right solution to help them scale further.

...to a simplified, all-in-one solution

Since switching customer support to Gorgias for both B2C and B2B customers, the Comme Avant support team has seen improvements across their response times.

“Having only one tool that centralizes all discussions with our shoppers really improves our team’s efficiency. Other than that, Gorgias integration with Shopify is a real advantage.” - Sophie Lauret, Co-founder

On average, they receive around 7,500 tickets per month, managed by two or three people.

Comme Avant's customers reach out to them through the form integrated on their website, email address (contact@comme-avant.bio), social media comments, and DMs on Facebook and Instagram. All of those tickets are now centralized in one place. This centralization allows the team to provide exceptional support without switching back and forth between tabs. It saves the Comme Avant team precious time, which Sophie and Nil can use to manage their family business and focus more on defining the strategy for the company.

“Using Gorgias helps us save some precious time, the time we can use to manage our business. It is beneficial, especially when you receive a lot of messages every day.” - Sophie Lauret, Co-founder

Gorgias Tags empower their support team to specialize

To handle various customer types, the team uses the tagging functionality in Gorgias to assign B2C and B2B tickets to the corresponding agents on the team.

Through tags and filters, other team members can easily help answer tickets they find relevant to their expertise. Looking back, it was only 1 person who managed all the tickets. Today, she can’t imagine going back to this kind of set-up, especially following their growth.

By partnering with Gorgias, the Comme Avant team can now answer all inquiries they receive via social media comments, DMs, and emails more efficiently. The proactivity and the reactivity of Gorgias Customer Success team are among the many things that Sophie and her team appreciate.

“We observe that we have a very high level of satisfaction. Our NPS on Trustpilot is 4.6 out of 5.” - Sophie Lauret, Co-founder

Gorgias to Accompany Comme Avant’s Future Growth

Today, the company had made 40% of sales through social media channels, both paid and organic. Since implementing Gorgias, Comme Avant’s response time has decreased to 18 hours, and their resolution’s time has been reduced to less than 24 hours.

“In the future, we’d like to keep providing better products for our health and the planet. We have grown very fast in the last two years, so we work mainly on stabilizing and solidifying this growth for the next years. Without a doubt, Gorgias is a reliable tool to manage our relationships with our customers.” - Sophie Lauret, Co-founder

The Comme Avant team ended the interview with a sweet note. When the Gorgias team asked Sophie if she would recommend Gorgias to other Ecommerce businesses, the answer was, “Yes, of course!”

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