Gorgias

What is Gorgias?

Gorgias is a dedicated customer service solution built for online retailers. It consolidates interactions from email, live chat, social media, SMS, and voice into a single dashboard, empowering teams to provide swift, tailored assistance. By harnessing artificial intelligence, the platform automates a significant portion of common questions, allowing agents to concentrate on complex issues that foster loyalty and boost sales. Its deep connectivity with ecommerce systems like Shopify enables agents to view and handle orders directly from support tickets, simplifying processes and cutting down resolution time. Additionally, Gorgias includes marketing capabilities to proactively interact with customers and improve conversion rates.

Key Features

Omnichannel Support: Brings together customer communications from various channels into a unified inbox for efficient and consistent support handling.

AI-Powered Automation: Employs artificial intelligence and customizable rules to automatically address a majority of frequent inquiries, decreasing agent workload and accelerating response times.

Ecommerce Platform Integration: Seamlessly connects with leading platforms such as Shopify, Magento, and BigCommerce, granting agents direct access to order details, refunds, and customer information within the helpdesk.

Macros and Templates: Offers a library of dynamic, reusable response templates that incorporate customer-specific data to enable quick and personalized communication.

Self-Service Help Center: A configurable knowledge base and FAQ section that empowers customers to find answers instantly, deflecting routine support tickets.

Marketing Suite: Provides tools for initiating proactive chat campaigns and AI-generated product suggestions to lower bounce rates and enhance sales conversions.

Use Cases

Ecommerce Customer Support: Centralize support management for online stores across all communication channels to improve response speed and customer satisfaction.

Order Management: Enable support agents to process refunds, modify orders, and check inventory directly from the helpdesk interface, optimizing operational workflows.

Automated Customer Service: Deploy AI to provide round-the-clock answers to repetitive questions, such as those about shipping status or returns, allowing human agents to tackle more nuanced issues.

Sales and Marketing Engagement: Utilize intelligent chat campaigns and tailored product recommendations to boost conversion rates and increase the average value of orders.

Team Collaboration: Enhance team coordination and productivity through features like internal notes, ticket assignment, and a shared inbox.