Gorgias

Gorgias is the #1 rated helpdesk platform designed specifically for e-commerce brands. Founded in 2015 by Romain Lapeyre and Alex Plugaru, and headquartered in San Francisco. Empower over 15,000 brands like Olipop, Glossier, and Kith to manage customer support more efficiently with AI, offering robust tools for automation, ticketing, and customer communication. S The company employs around 500 people across seven global offices and has raised over $100 million.

1. Constrained Engineering Resources
Gorgias operated with a remote team and an external compliance advisory firm that was not involved in the implementation of compliance work, making it challenging to manage growing demands.
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2. Complex Multi-Party IT and Compliance Program
The compliance program involved multiple stakeholders, including internal engineering teams, outsourced IT services, and legal advisors. This created coordination challenges and slowed decision-making.
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3. High Volume of Time-Sensitive Customer Security InquiriesGorgias faced a continuous stream of client security questions that required prompt, accurate responses. The need for cross-functional collaboration and coordination among various internal and external teams further complicated the process.

To address these challenges, Gorgias deployed an Agency forward deployed compliance team of experts to work seamlessly with Gorgias’ internal resources. The approach included the following key actions:

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1. Dedicated Team Integration
We embedded a team within Gorgias' workflows, collaborating directly with the internal engineering team as well as their outsourced IT service provider. This was facilitated through Slack for continuous, real-time communication.
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2. Comprehensive Review of Compliance and Security Architecture
Agency conducted a thorough analysis of Gorgias' existing compliance and security framework. We took full ownership of understanding their current state, identifying areas for improvement, and developing a detailed roadmap for enhancement.
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3. Onboarding Compliance Program
We introduced a structured compliance program specifically designed for new employees. Our team worked alongside Gorgias' HR and IT teams to ensure that every new hire completed the necessary security and compliance training as part of their onboarding process.
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4. Security Documentation and Ticketing System
Agency engineers worked closely with Gorgias’ internal engineering teams to document compliance procedures, collect necessary evidence, and generate specific security tickets. This process ensured that security compliance was consistently maintained and easily auditable.
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5. Sales Team Support and Client Security Inquiries

To improve responsiveness to prospects, we embedded our team directly within Gorgias’ sales department. Our experts became the single point of contact for answering all client security-related questions, ensuring quick and accurate responses that aligned with Gorgias' compliance standards.

Agency’s dedicated team achieved the following key results within its first year of collaboration with Gorgias:

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1. $100,000+ in Annual Savings

By streamlining compliance processes and reducing the need for Gorgias engineers to manage compliance tasks, Gorgias saved over $100,000 in engineering time annually.

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2. Employee Onboarding Efficiency

We reduced the average time required for employee compliance onboarding from over 90 days to under 30 days, significantly accelerating the onboarding process.

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3. Faster Security Diligence for Prospects

By improving coordination between the sales and security teams, we reduced the time needed to respond to prospect security diligence requests from 7 days to just 48 hours, greatly improving sales cycles.

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4. 50% Reduction in Auditor Inquiry Response Time

Our proactive approach to documentation and ticketing led to a 50% decrease in response time to auditor inquiries, ensuring faster and smoother audits.