1. Aug 2023

Gorgias – The smart helpdesk software for perfect customer service

Nowadays, customer service is one of the most important factors for a company’s success. With the Gorgias helpdesk software, customer service can be easily optimized and automated.

Gorgias is specifically designed for e-commerce companies to ensure smooth processes in customer service and sales. The software simplifies both customer interaction and internal workflows.

In the following, we take a closer look at Gorgias’ features and benefits.

What is Gorgias?

Gorgias is a helpdesk system that automates various tasks in customer service. The browser-based software can be seamlessly integrated into many common systems like Shopify, WooCommerce or Zendesk.

The core of Gorgias is the automation of customer inquiries. Using AI, incoming messages can be analyzed and answered with suitable response templates. This significantly reduces routine requests in customer service.

Other tasks handled by Gorgias include:

  • Live chat with customers
  • Ticket system for inquiries
  • Knowledge base for employees
  • Workflow automation
  • Customer data analysis

Thanks to the browser-based software, employees don’t need to open any additional programs to communicate with customers or process tickets.

Gorgias benefits at a glance:

  • Automated answering of customer inquiries via email, chat or social media
  • Relief for support teams
  • 24/7 availability
  • Increased customer satisfaction
  • No installation required – browser-based
  • Knowledge base for staff
  • Workflow automation
  • Integration with ticket systems like Zendesk
  • CRM functionalities
  • Comprehensive customer service analytics

AI-powered support automation

The heart of Gorgias is automated support using artificial intelligence. The software is capable of answering incoming customer inquiries via email, chat or social media automatically.

This is made possible by analyzing messages using NLU (Natural Language Understanding). Gorgias searches the stored response templates based on keywords and determines the appropriate response for the customer.

The database can easily be populated with custom response templates for the most common customer inquiries. The system continually learns. The automation rate can be specified in percent.

Benefits of automation:

  • Faster response times
  • 24/7 support availability
  • Relief for support teams
  • A consistent voice to customers
  • Lower costs in customer service

This allows peak times and after-hours messages to be handled smoothly.

Ticket system and live chat

In addition to automation, Gorgias also includes an integrated ticketing system for downstream processing of inquiries.

Support agents can directly communicate further with customers from Gorgias, e.g. if a manual response is required.

The ticket overview provides full visibility into all open and closed cases. Different ticket statuses can be defined as well as automatic notifications.

Live chats with customers can also be conducted directly via the Gorgias interface. The chat can be embedded on the website. Chat histories are stored in each customer profile.

Knowledge base for staff

To ensure employees always have the right answers, Gorgias provides its own knowledge base. This can be conveniently populated with all important internal information, e.g. about products, services, processes or customer groups.

Every employee has the entire service-relevant knowledge fund at their fingertips. This also reduces the number of peer inquiries. Onboarding new agents becomes much easier.

Workflow automation

Gorgias enables the automation of various workflows in customer service. Tasks, assignments and notifications can be triggered automatically whenever certain trigger events occur.

Examples of automated workflows:

  • If no response after 24 hours > send reminder email
  • If negative sentiment in chat > forward ticket to supervisor
  • For return request > create and send return label

Thanks to process automation, service cases are handled reliably and without delay.

Comprehensive analytics with Gorgias

To further optimize customer service, Gorgias provides valuable statistics and reports. The software analyzes all interactions and provides information about:

  • Average response times
  • Ticket resolution rate
  • Distribution of inquiries by channel
  • Customer sentiment
  • Most frequently asked questions
  • Individual agent performance

Based on the evaluations, bottlenecks in the service process can be identified and eliminated. In addition, the response AI can be specifically trained with the most common inquiries.

Conclusion: More efficiency in customer service

Gorgias is a highly recommended software for all e-commerce companies looking to improve their customer service.

AI automation ensures faster response times, optimal service availability, and significant relief for employees.

The integrated ticketing system enables professional, downstream handling of inquiries. With the knowledge base, agents always have the required knowledge on hand.

Workflow automation and data-based analysis optimize all customer service processes, sustainably increasing customer satisfaction.

Gorgias is easy to implement and can be integrated into existing systems like Shopify. A free trial version is available.

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