Gorgias

What is Gorgias?

Gorgias is a comprehensive customer support platform designed natively for ecommerce businesses using platforms like Shopify, Magento, and BigCommerce. Its mission is to transform customer service from a cost center into a profit generator by combining automated support, AI-driven responses, and deep ecommerce integrations. It allows support agents to view, edit, and refund orders directly within the helpdesk, eliminating the need to switch between tabs. By offering an omnichannel inbox that aggregates emails, live chats, social media comments, and SMS, Gorgias empowers brands to provide fast, personalized, and efficient support.

How to use Gorgias?

To use Gorgias, sign up for an account and integrate it directly with your ecommerce platform (like Shopify or BigCommerce) with just a few clicks. Next, connect your support channels, including email, social media accounts, SMS, and live chat, so all messages flow into a single centralized inbox. From there, you can set up AI Agent rules, create 'Macros' for one-click responses to common questions, and enable self-service portals to let customers track orders and process returns instantly without agent intervention.

Gorgias's Core Features

• Omnichannel Inbox: Centralizes emails, live chats, SMS, and social media comments into one unified dashboard.

• Deep Ecommerce Integrations: Syncs natively with Shopify, BigCommerce, and Magento to display real-time customer and order data.

• In-Ticket Order Management: Allows agents to modify orders, process refunds, and duplicate orders without leaving the helpdesk.

• AI Agent Automation: Leverages AI to automatically resolve common customer queries like order tracking and return requests.

• Self-Service Portal: Empowers shoppers to find answers, track shipments, and manage returns independently.

• Proactive Live Chat: Triggers automated chat campaigns on your website to engage visitors and reduce cart abandonment.

• Custom Macros: Enables one-click responses with pre-written templates that automatically pull in customer data variables.

• Automated Ticket Routing: Uses customizable rules to assign, tag, and prioritize incoming support tickets based on customer intent.

• Revenue Tracking: Measures the direct impact of customer support interactions on sales and conversions.

• Performance Analytics: Provides detailed reporting on support metrics like resolution time, agent performance, and CSAT scores.

Gorgias's Use Cases

• #1

  Centralizing customer support tickets from email, chat, SMS, and social media into a single dashboard.

• #2

  Automating responses to frequent ecommerce questions like 'Where is my order?' (WISMO).

• #3

  Allowing customers to track orders, initiate returns, and cancel orders via a self-service portal.

• #4

  Managing and editing Shopify or BigCommerce orders directly from the support ticket view.

• #5

  Using AI agents as shopping assistants to offer proactive product recommendations and discount codes.

• #6

  Setting up automated rules to route high-priority tickets to specific support agents.

• #7

  Tracking customer support performance metrics like First Response Time (FRT) and Customer Satisfaction (CSAT).