> OVERVIEW()

This case study focuses on improving the 7-day trial experience for Gorgias, a customer support platform for e-commerce businesses. The goal was to understand how different types of user interactions and app integrations during the trial influence conversion outcomes and customer support performance.

The analysis examined user behavior, enabled integrations, and support activity to uncover patterns linked to successful conversions. It explored which integrations drive higher engagement, which behaviors lead to conversion, and how apps impact key support performance metrics such as response time, resolution time, and satisfaction score.

By combining SQL for data extraction and Python for modeling and visualization, the study uncovers actionable insights to help optimize trial onboarding, app recommendations, and customer success strategies.

> TOOLS_AND_TECH_STACK()

• SQL — Extracting, joining, and analyzing trial, ticket, and integration data

• Python — Advanced analysis, modeling, and feature engineering

• Pandas & NumPy — Data manipulation and aggregation

• Matplotlib & Seaborn — Visualization of trends, distributions, and performance metrics

• Scikit-learn — Regression imputation and predictive analysis

• Jupyter Notebook — Insight documentation and reproducible analysis workflow