Product Overview of Gorgias
Gorgias is a comprehensive customer service platform specifically designed to support ecommerce businesses, particularly those using popular ecommerce platforms like Shopify, Magento, and BigCommerce.
What Gorgias Does
Gorgias serves as an all-in-one helpdesk solution that centralizes and streamlines customer support operations. It integrates order and ticket management, automation, and various communication channels into a single platform. This integration allows customer service teams to manage all customer interactions, from emails and live chats to social media and SMS messages, within one unified interface.
Key Features
Omnichannel Support
Gorgias offers support across multiple channels, including email, live chat, social media (Facebook and Instagram), WhatsApp, and optionally, voice and SMS for an additional fee. This ensures that customer service teams can engage with customers wherever they are.
Ticket and Case Management
The platform includes robust ticket management features such as ticket creation, response management, workflow automation, and collaboration tools. It also allows for the use of macros (predefined responses) and tags for efficient organization and assignment of tickets.
Automation
Gorgias features powerful automation capabilities, including automated responses, article recommendations, and custom workflows. These automation tools help in handling low-stakes, high-volume tickets, freeing up agents to focus on more personalized and meaningful interactions.
Integrations
Gorgias integrates seamlessly with major ecommerce platforms and other tools such as Klaviyo, Yotpo, and many more through its app store. These integrations enable agents to access all customer information, including order history and previous interactions, without having to switch between applications.
Knowledge Base and Self-Service
The platform includes a knowledge base feature that allows teams to publish FAQs and other helpful information in internal or external help centers. This self-service platform helps customers find answers to common questions on their own, reducing the workload on support agents.
Reporting and Analytics
Gorgias provides several out-of-the-box reporting dashboards that offer insights into key business metrics, such as response times, ticket volumes, and agent performance. These analytics help in optimizing support processes and improving customer satisfaction.
Customization and Personalization
The platform allows for extensive customization, including branding options, personalized responses using variables that pull customer information from ecommerce platforms, and mobile optimization for a seamless self-service experience on various devices.
Rules and Workflows
Gorgias enables users to set up rules to automate tasks such as ticket assignments, tagging, and surfacing urgent requests. This ensures that critical issues are never overlooked and that support teams can prioritize their work effectively.
Additional Functionality
- Shared Inbox: A central location for managing all help requests, ensuring that no tickets are missed or lost.
- Customer Sidebar: Provides agents with a 360-degree view of the customer, including historical order information, reviews, and subscription details, to deliver more personalized support.
- Co-Browsing and In-App Messaging: Features like co-browsing allow agents to assist customers in real-time by navigating through the website together, and in-app messaging enables live chat support within applications.
Pricing Structure
Gorgias uses a usage-based pricing model, which differs from the more common user-based pricing. This model includes add-ons for automation, voice, and SMS interactions, allowing businesses to pay based on their actual usage rather than the number of users.
In summary, Gorgias is a powerful customer service platform that streamlines support operations for ecommerce businesses by integrating multiple communication channels, automating tasks, and providing deep integrations with ecommerce platforms. Its robust features and customizable options make it an ideal solution for businesses looking to enhance their customer support capabilities.