The Problem

Goodland was handling customer support manually — no centralized helpdesk, no automation, no macros. As order volume grew, so did the burden. The team spent too much time on repetitive tickets that should have been automated.

The Approach

LCL3 implemented Gorgias and built the automation layer on top — routing rules, macros, and Shopify integration for full order data in every ticket.

• Implemented Gorgias from scratch — account setup, team config, channel connections
• Built automation rules for ticket routing, tagging, and prioritization
• Created macros for high-volume types (order status, returns, shipping)
• Integrated Gorgias with Shopify for full order visibility inside the helpdesk
• Audited Shopify backend to ensure clean data flow into CX tools
• Set up triggers to auto-close routine support scenarios

The Results

• Gorgias live across all channels from day one
• Response time reduced through automation and macros
• Shopify order data in every ticket — no tab-switching
• Routine tickets automated — team focused on high-value interactions
• CX set up to scale without adding headcount