The challenge
The company, a UK luxury home accessories brand, operates customer support through Gorgias while managing orders and inventory in Brightpearl. Support agents handling customer inquiries had no direct access to Brightpearl order data from within Gorgias, requiring them to context-switch between platforms to look up order status, shipment tracking, and purchase history. This workflow inefficiency extended average handle time and increased the risk of providing customers with outdated information.
What we built
- Integrated Brightpearl with Gorgias so customer order history, order status, and shipment tracking data surfaced automatically within Gorgias customer conversation views
- Built real-time Brightpearl order data retrieval triggered by customer email or identity lookup within Gorgias, eliminating the need to switch to Brightpearl during support interactions
- Implemented customer profile data sync between Brightpearl and Gorgias to maintain consistent customer identity and purchase history across both platforms
- Configured shipment tracking and fulfillment status feeds from Brightpearl into Gorgias so agents could relay accurate delivery information without leaving the support interface
- Established webhook-based update triggers so Gorgias order data refreshed automatically when Brightpearl order status changed
The outcome
- Average support handle time reduced as agents no longer needed to leave Gorgias to retrieve Brightpearl order data during customer interactions
- Customer communication accuracy improved with real-time order and shipment data accessible directly within the support workflow
- Support team onboarding simplified as agents required familiarity with only one primary interface rather than two separate systems
- The company's luxury customer experience reinforced through faster, more informed support interactions