Customer story · GoTrendier
GoTrendier Automates 96% of Support Conversations with GuruSup
Massive customer support automation for Latin America's leading second-hand fashion marketplace, handling over 3,000 daily conversations with AI.
- Zendesk
- Webchat
- Marketplace
Zendesk
96%
Automation rate
3,000+
Conversations/day
~3 min
First response
2
Countries (MX + CO)
About the company
GoTrendier is Latin America's leading second-hand fashion marketplace, with operations in Mexico and Colombia. It connects buyers and sellers of pre-owned clothing, accessories and footwear, handling thousands of transactions and support queries every day.
- Industry
- Marketplace
- Channels
- Zendesk / Webchat
- Messages
- 3,000 conversations/day
Context
With over 2,500-3,000 daily conversations across its two operations (Colombia and Mexico), GoTrendier needed to scale support without multiplying headcount. The migration from Zendesk to GuruSup's own webchat aimed to reduce costs and gain control over the customer experience, keeping response times under 3 minutes.
Problem
Massive conversation volume Over 3,000 daily conversations across Mexico and Colombia overwhelmed the human support team's capacity.
High costs from previous platform Zendesk charged high fees including automatic resolutions that didn't match actual service usage.
Multi-country operations with different flows Colombia and Mexico operate under the same domain but with separate configurations, agents and workflows that needed independent management.
Human escalation without visibility When a conversation was escalated to a human agent, the customer received no notification, creating a poor experience especially outside business hours.
Solution with GuruSup
Incremental deployment by country GuruSup was deployed first in Colombia and then replicated in Mexico, with agents and configurations adapted to each operation.
96% conversation automation AI agents automatically handle the vast majority of queries, from user identification to transaction lookups and item releases.
Zendesk to own webchat migration Replacement of Zendesk with GuruSup's embedded webchat on GoTrendier's websites and app, reducing costs and gaining control over the experience.
Smart escalation with customer notification New scale-to-human system that notifies the customer when transferred to a human agent and informs them of business hours.
Real-time metrics and CSAT Metrics dashboard with median response times, automation rates and CSAT surveys configurable by channel.
Results
- 96% of conversations resolved automatically without human intervention.
- Over 3,000 daily conversations managed across Mexico and Colombia.
- Median first-response time of approximately 3 minutes.
- Cost reduction through migration from Zendesk to GuruSup's own webchat.
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