Gorgias Customer Service: Enhancing Customer Experience [2024]

Although online stores may not have the advantage of physical interaction in customer service, this doesn’t mean they can’t provide exceptional support and reap its benefits. Through digital tools, e-commerce merchants can connect with customers, improve sales, and increase loyalty by offering reliable customer support. One such tool is the Gorgias customer service app, a powerful piece of software designed for e-commerce merchants.

What is Gorgias Customer Service?

Gorgias is a customer service software designed specifically for e-commerce businesses. The app helps merchants create an online helpdesk for their e-commerce stores so virtual shoppers can get reliable support. Gorgias support gives merchants everything they need whilst improving sales and engagement rates.

This helpdesk software comes packed with tons of features and tools that make performing customer service operations more convenient and impactful. For example, you can leverage AI, automation, and Gorgias macros to reduce costs on repetitive tasks like WISMO queries. These tools and features go a long way in transforming your store’s support system into a 5-star customer experience

Key Features of Gorgias Customer Service

1. Multi-Channel Support

One of the biggest hurdles in customer support is reaching customers through various sites, platforms, apps, and online communities. The Gorgias e-commerce support app solves this problem by integrating with over 100 apps and sites, including social media platforms. This way, you can reach customers on various social media sites like Facebook, WhatsApp, Instagram, X, and TikTok.

Gorgias customer support also allows merchants to connect multiple stores under one help desk. This gives you a unified support system that can reach customers via phone, email, live chat, social media, and SMS.

2. Automation and Macros AI-Powered Automation

Gorgias customer service is great at helping merchants leverage automation and AI to streamline support processes. The AI chat feature can replicate brand voice and processes, allowing you to minimize cost while maintaining strong brand-customer relationships. You can also coach the Gorgias AI agent to improve its accuracy if it doesn’t meet your standards.

Automation, on the other hand, helps reduce repetitive tasks, solve problems quickly, and improve collaboration between team members. You can set up flows, quick responses, chatbots, and article recommendations and automate over 60% of your support operations.

3. Deep E-commerce Integrations

As stated earlier, Gorgias support integrates with lots of other apps and platforms. These integrations let you connect your e-commerce tech stack to your helpdesk to improve experiences in every aspect of the customer’s shopping journey. You can use the integrations to improve cross-platform communication, project management, marketing campaigns, financial processing, and retention strategies, among others.

For example, connecting Gorgias customer service with Parcelpanel lets you provide better order-tracking services, which encourages customers to join your loyalty programs.

4. Customer Data Visibility

Being able to get a comprehensive view of a customer’s shopping data is key to providing personalized support services. Gorgias’ Shopify integration allows you to pull customer data from your Shopify store and use it to improve support. As a result, you get an organized inbox rich with customer data that can also push updates to Shopify and other apps in your tech stack.

In your Gorgias Inbox, you can see all customer information, like orders, reviews, subscriptions, and contact details.

5. Analytics and Reporting

Customer feedback is a treasure trove of ideas on how you can improve your business. Now combine this with in-depth metrics and reports about your support system, and you have a holistic view of customer complaints.  

Gorgias customer service reports can show you which issues your customers are facing and trends in queries. The app also uses live reporting to check on your support team’s efficiency and productivity.  

6. Self-Service Portals

Since most customer complaints are common and easy to address, it’s more efficient to allow customers to help themselves. For this reason, Gorgias customer service introduced self-service flows, which allow merchants to create self-service portals for their customers.

You can easily create a self-service flow using Gorgias automation and AI. The flows can address issues like order tracking, returns, or order cancellation. This feature comes with a seamless transition to human support in case the portal isn’t sufficient.

7. Canned Responses and Templates

Gorgias Chat Shopify comes with tons of templates that help merchants set up help desks. Almost every feature discussed here comes with templates and other helpful resources like guides and tutorials to make the onboarding process easy.

You can easily get:

• Help desk templates – layout templates and samples.
• Email templates and best practices.
• Rule templates for workflows.
• Quick response templates.
• Gorgias Macros templates for email and chat

Advanced Integrations for Enhanced Customer Engagement

By integrating Gorgias with other apps and platforms, namely Gorgias integrations, you can explore new ways to improve customer engagement and boost sales.

Deep E-commerce Integrations

As discussed earlier, Gorgias can integrate with numerous apps and platforms. However, Gorgias truly excels in its integrations with the most popular e-commerce apps and platforms.

The helpdesk app seamlessly integrates with the world’s leading e-commerce platforms. You can connect stores from Shopify, BigCommerce, Magento, and WooCommerce with Gorgias helpdesk. Since the apps and programs that integrate with Gorgias also connect with these four e-commerce platforms, you’ll have a unified tech ecosystem in your store.

For example, Gorgias Shopify integrates with Mailchimp, which in turn integrates with BigCommerce. Additionally, Gorgias support connects seamlessly with various other apps to enhance your overall tech stack. Integrating Gorgias customer service with ParcelPanel allows for better order tracking services, encouraging customers to join your loyalty programs.

Social Media Integrations

One of the advantages of offering support through social media is that it creates a comfortable environment for customers to talk about their issues. This goes a long way toward improving your brand’s reputation and broadening its reach.

Gorgias customer service comes with chatbots that you can use in Facebook Messenger and WhatsApp to provide quick responses. On the other hand, a Gorgias Instagram connection allows merchants to get a ticket whenever a customer engages with their content. These integrations can provide opportunities to market to and engage with customers.

Voice Integrations

Phone support remains one of the quickest ways to resolve customer complaints. For this reason, Gorgias customer service allows merchants to create a new number or use their existing one for their support system. The app’s ticketing system also works well with phones, allowing you to capture essential, missed, and voicemail messages.

If you find Gorgias’ call feature unsatisfactory, you can always connect it to Aircall and assign calls to agents automatically.

Recommended reading:

27 Gorgias Integrations You Must Know [2024]

Benefits of Using Gorgias Customer Service

1. Improved Customer Experience

Effectively addressing customer complaints is essential in improving customer shopping experience with your brand. The enhanced customer experience, in turn, encourages repeat purchases.

By helping you address issues quickly and efficiently, Gorgias contributes to customers feeling valued by your brand. Gorgias’ in-depth reports also help in making data-driven decisions, which can positively impact the customer experience.

2. Reduction in Complaints

Since most customer complaints are similar, addressing all of them manually can be tedious and unnecessarily time-consuming. When these repetitive complaints pile on, they can negatively affect customer satisfaction.

Gorgias support is equipped with automation, autoresponders, and AI to tackle just this kind of problem. These tools can address the majority of customer complaints, like WISMO queries. You can also use Gorgias e-commerce to create knowledge bases and self-service flows that allow customers to help themselves.

3. Better Personalization in Customer Support

Gorgias AI and automation can be customized to deliver more personalized support. You can automatically send personalized messages by setting up custom rules that are based on variables in the customer’s message. With these custom rules, the AI can better understand the intent and sentiment of the message.

You can also offer better personalization in shopping experiences by integrating Langwill into your store. This app lets you localize your store by allowing customers to shop in their local languages and pay in local currencies.

4. Increased Loyalty and Retention

A strong customer-brand relationship comes with many benefits, one of which is loyalty. When a customer’s support expectations are met, they feel valued and are more likely to stay loyal to your brand.

You can set up rules in Gorgias support that prompt customers to join your loyalty program after successfully addressing their complaints. Loyalty programs from apps like Loloyal can be a great indicator of customer satisfaction.

5. Improved Reputation and Referrals

Word-of-mouth is one of the most powerful marketing strategies for online stores. Getting positive word of mouth means your brand is discussed widely and recommended among customers.

Providing stellar customer support with Gorgias can help you generate positive word of mouth. Once word gets out online, you can use Gorgias integrations with social media to engage potential customers.

How to Get Started with Gorgias Customer Service?

1. Log into your Shopify Admin dashboard.

2. Head over to the Settings section.

3. Click on App Store.

4. Search for Gorgias and click Add App to install the Gorgias support app in your store.

5. You will be redirected to a new page where you can create a Gorgias account.

6. If you already have a Gorgias account, you just need to add your Gorgias subdomain.

7. Once you add your subdomain, click on Find My Account.

8. At the end, you will be redirected to your helpdesk with your Gorgias Shopify integration added.

Are There Any Cons of Gorgias Customer Service?

Limited Email Organization Options

Gorgias customer service does not allow merchants to sort emails according to their desired categories. This lack of desired organization only leaves merchants with pre-set filter settings that may not serve the function they want. Additionally, you can’t archive or delete emails, as well as merge different email addresses from the same customer.

Steep Learning Curve

Since there are a lot of features and tools in Gorgias support, learning to use all of them can take quite a while. Many merchants find it easy to navigate but hard to understand and utilize. In some cases, merchants end up paying for features they don’t use.

Technical Complexity and Glitches

Due to the app’s wide array of features, you may find yourself dealing with some bugs in your support system. Gorgias macros, automation, AI, live chat, and other features working at once can create a complex system for you to navigate.

Unreliable Mobile App

Gorgias customer support software is best suited for merchants who mostly work on desktop computers. The mobile version has limited functionality since most features, like text-to-speech and notifications, do not work properly on smartphones.

High Pricing

Gorgias pricing is based on the average number of tickets a store receives per month. For example, if your store receives more than 150 tickets per month, your starting price will be over $60 per month. Fortunately, there are many alternatives, like Willdesk, which offers the same features and limitless ticket volume for a more affordable price.