--- title: How Gorgias Built a Customer Academy as a Solo Team with iorad description: See how Gorgias built a full customer academy as a 1 person team, replacing Loom videos with fast, updatable iorad tutorials that scale without headcount. image: https://learning.iorad.com/hubfs/success_stories_amy_elenius.png --- [![iorad](https://learning.iorad.com/hubfs/Iored%20Theme%202021/Images/iorad%20logo%20DONT%20DELETE.png)](https://www.iorad.com/) - Product #### Individual [Tutorial Privacy Control who views your tutorials](https://www.iorad.com/pricing/feature/tutorial-privacy) [Mask Data Control who views your tutorials](https://www.iorad.com/pricing/feature/mask-data) [Basic Audio Text-to-speech & custom voiceovers](https://www.iorad.com/pricing/feature/basic-audio) #### Team [Branding Add custom branding](https://www.iorad.com/pricing/feature/custom-branding) [Premium Audio Neural voiceovers and CC](https://www.iorad.com/pricing/feature/premium-audio) [Collaboration Co-edit and publish tutorials](https://www.iorad.com/pricing/feature/team-collab) [Analytics See tutorial performance](https://www.iorad.com/pricing/feature/analytics) #### Enterprise [Translations Automatic language translation](https://www.iorad.com/pricing/feature/translations) [Team Accounts Allocate separate accounts](https://www.iorad.com/pricing/feature/team-collab) [Encrypt & Anti-Track Strict compliance & additional data protection](https://www.iorad.com/pricing/feature/encrypt-and-anti-track) [All plans & Features →](https://www.iorad.com/features) - Resources #### Support [Help Center](https://www.iorad.com/resources/help-center) [Learning Hub](https://learning.iorad.com) [Schedule Demo](https://www.iorad.com/demo) #### Customers [Testimonials](https://www.iorad.com/testimonials) [Case Studies](https://learning.iorad.com/customer-stories?_ga=2.48225895.1718347252.1788801042-1263284910.1780521832) #### Marketplace [Partnerships](https://www.iorad.com/partner-programs) [Integrations](https://www.iorad.com/connectIntegrations) [Services](https://www.iorad.com/services) #### Company [Privacy Policy](https://www.iorad.com/privacypolicy) [About Us](https://www.iorad.com/meet-the-team) - Use Cases [EDU](https://www.iorad.com/use-cases/education) [Customer Training](https://www.iorad.com/use-cases/customer-training) [Sales Enablement](https://www.iorad.com/use-cases/sales-enablement) [Learning & Development](https://www.iorad.com/use-cases/learning-and-development) [HR](https://www.iorad.com/use-cases/human-resources) [Product Management](https://www.iorad.com/use-cases/product-management) [I.T.](https://www.iorad.com/use-cases/information-technology) [Operations](https://www.iorad.com/use-cases/operations) [All Use Cases →](https://www.iorad.com/use-cases) - [Pricing](https://www.iorad.com/pricing) [Try it Free](https://www.iorad.com/signup) [Sign In](https://www.iorad.com/login) Customer Story # How Gorgias Built an iorad Customer Academy as a One-Person Team See how Gorgias built a full customer academy as a one-person team, replacing hard-to-maintain Loom videos with fast, interactive iorad tutorials that are easier to update and scale without adding headcount. [Learning Hub](https://learning.iorad.com/) → [Customer Stories](https://learning.iorad.com/customer-stories) → How Gorgias Built an iorad Customer Academy as a One-Person Team ![success\_stories\_amy\_elenius](https://learning.iorad.com/hubfs/success_stories_amy_elenius.png) [Watch Now](https://learning.iorad.com/customer-stories/how-gorgias-launched-a-customer-academy-as-a-one-person-team#watch) “We didn’t have any way to deliver \[education\]… I’d usually just make a Loom.” ## Overview Gorgias launched its customer Academy with a single education manager, no professional services budget, and no dedicated production tools — relying on iorad to create fast, updatable walkthroughs that replaced lo-fi Loom videos. Amy Elenius built the entire Academy from scratch, using iorad to capture product workflows as interactive, step-by-step tutorials that customers can click through on their own. Because iorad tutorials are easy to update, the Academy stays current without constant re-recording. The result: a self-serve customer education program that delivers hands-on product practice at scale, built and maintained by one person. ## **The Challenge: A new Academy, no headcount, and video that didn’t scale** Gorgias didn’t even have a customer education function 18 months ago. Amy started as a CSM making content for her own book of business—then took on the Academy launch and became a one-person department for over a year. But the typical “stand up an LMS” playbook didn’t fit reality. Vendors told her a high-quality Academy would take 5–7 people and ~3 months to launch—and that was a non-starter. No professional services budget, no appetite for heavy onboarding, and no room to invest in a setup that might not work. “I was not having any of that.” Before iorad, content delivery was basically lo-fi: Loom videos, webinars, and whatever Amy could produce quickly—often with consumer tools (like iMovie) that slowed everything down. “We didn’t have any way to deliver it to merchants… I’d usually just make a Loom.” ## **The Shift: One lean workflow that’s easy to create and easy to keep updated** Amy’s requirements were simple and brutal: - **Create fast with no “video person” skills** - **No training needed to get value** - **Update content constantly** as the product changes iorad solved the production bottleneck (capture flows quickly via Chrome extension) and the maintenance problem (replace/update guides without redoing full video workflows). “Our product changes… about every 48 hours. Using something like iorad means we can easily replace that content and keep it updated without an additional investment of time.” ## **The Outcome: Guides became a top learner favorite—and demand increased** Amy didn’t just *feel* the impact—she tracked it. In Academy feedback (last 180 days), learners selected iorad walkthrough guides as: - **28% of positive feedback** (“favorite features”) — and it has been as high as **38%** - **16.5% of “ways to improve”** = requests to include **more** guides “That’s not insignificant… that’s quite a lot.” Translation: the guides weren’t just tolerated. They became one of the most valued parts of the learning experience. ## **Why it worked: It made “practice” possible without permissions or risk** Gorgias faces a real adoption barrier: many users aren’t excited by new tools—they just want to get their job done. And there’s a specific “chicken-and-egg” challenge inside the product: learners need access to higher-permission workflows to learn them, but leaders don’t want to grant access until the learner is trained. iorad gave Amy a way to deliver “practice” without requiring: - a sandbox environment - risky experimentation in production - or special access just to learn the flow “They need to use the system to learn, but they need to learn to get access. iorad means we can put them through exactly the same flow… without having to give them access to a sandbox… without testing in a live environment.” This also increased manager confidence: Academy + certification + consistent guided flows reduced the fear that someone would “mess something up” once promoted. {embed\_html= , source\_type=html, supported\_oembed\_types=\[photo, video, link, rich\]} ![Amy-removebg-preview 1](https://learning.iorad.com/hubfs/Amy-removebg-preview%201.png) [in](https://www.linkedin.com/in/amyelenius/) ## Amy Elenius Manager of Customer Education Gorgias ### Background: - Customer Education - Academy launch + operations - Learner feedback + enablement analytics - Education content strategy for merchants ### iorad usage: - Embedded walkthroughs in Gorgias Academy - Safe practice for restricted workflows - Fast updates for product changes - Limited use in support docs - Possible future internal enablement use ## Key Takeaways 1. Lean wins: A one-person education team can launch a credible Academy without pro services by choosing a stack that eliminates onboarding and heavy production work. 2. Beyond video: Interactive walkthroughs reduce time-to-create and time-to-update when products change constantly. 3. Adoption unlock: “Safe practice” solves permission and confidence barriers—learners can practice the real flow without access or risk. ## Top Quotes 1. “We didn’t have any way to deliver \[education\]… I’d usually just make a Loom.” 2. “Our product changes… about every 48 hours.” 3. “We had to work extremely lean… and with WorkRamp and iorad, we managed to do that.” ![Company Logo](https://learning.iorad.com/hubfs/iorad%20icon.png) #### Support - [Help Center](https://www.iorad.com/resources/help-center) - [Learning Hub](https://learning.iorad.com/) - [Schedule Demo](https://www.iorad.com/demo) - [Releases](https://www.iorad.com/release) - [FAQ](https://www.iorad.com/faq) #### Pricing - [Business](https://www.iorad.com/pricing/business) - [Education](https://www.iorad.com/pricing/education) - [Non-Profit](https://www.iorad.com/pricing/non-profits) #### Company - [About](https://iorad.com/about) - [Leadership](https://www.iorad.com/leadership) - [History](https://www.iorad.com/history) - [Culture](https://www.iorad.com/culture) - [Careers](https://www.iorad.com/careers) #### Explore iorad - [What is iorad](https://www.iorad.com/tutorialbuilder) - [Features](https://www.iorad.com/features) - [Compare iorad](https://www.iorad.com/compare) - [How to use iorad](https://learning.iorad.com/use-cases) - [Testimonials](https://www.iorad.com/testimonials) #### Connect - [Partners](https://www.iorad.com/partner-programs) - [Integrations](https://www.iorad.com/connectIntegrations) - [Helping Hands](https://www.iorad.com/helping-hands) - [Services](https://www.iorad.com/services) - [Adoption Curve](https://learning.iorad.com/the-adoption-curve) #### Fine Print - [Terms of use](https://www.iorad.com/termsconditions) - [Privacy Policy](https://www.iorad.com/privacypolicy) - [Cookie Policy](https://www.iorad.com/cookiepolicy) - [Accessibility](https://www.iorad.com/accessibility) - [System Status](https://status.iorad.com/) © Copyright 2026 – iorad Inc. 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