Gorgias is an all-in-one help desk platform created specifically for eCommerce stores. The machine-learning software creates a connected customer journey that aggregates interactions across all channels including email, chat, social, voice, and SMS- and turns these interactions into individual customer timelines.
What are the main features of Gorgias?
Gorgias centralizes customer data in one place and displays complete user profiles during all customer interactions. This allows you to edit orders, modify subscriptions, and refund payments without leaving the help desk. You can also use this information to tag and modify rules that help streamline customer support.
With 80+ integrations including Shopify, Instagram, Klavyio, Facebook, and BigCommerce, you can track sales generated over text messages, social media, and live chat conversations.
What kind of companies benefit from Gorgias?
Gorgias is designed specifically for eCommerce stores and is used by brands including Steve Madden, BrüMate, and Marine Layer. That said, the help desk is most often used by companies with 10-50 employees. Gorgias has a deep Shopify integration as well as Magento and Big Commerce.
Gorgias may not be for your brand if you are not a full-blown eCommerce company or utilize smaller platforms for integration.
Gorgias help desk hacks
- Improve your workflow with ticket management features: Snooze a ticket, merge a ticket, and check ticket events
- Add multiple chat integrations if you are managing multiple stores
- Get a 360° view of analytics with the statistics section divided into three sections: Live statistics, support performance, and automations.
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