Excellent customer service is essential in e-commerce today. However, this task can present retailers with a number of challenges. Managing the needs of customers, both before and after a purchase, quickly becomes a Herculean task as customer demands increase. In order to provide the best possible customer experience, it is crucial to stay in control and on top of things.
Gorgias is an all-in-one helpdesk for your Shopify store that allows you to efficiently manage customers and their requests. In this article, we'll show you the benefits the tool offers Shopify merchants and how you can implement it in your store.
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Do you need support with the implementation in your Shopify store? As Shopify Plus experts, we will be happy to assist you and help you customize your store to meet these requirements. Get in touch with us.
What is Gorgias?
The Shopify Gorgias app is an omnichannel customer support platform designed specifically for e-commerce businesses and integrates easily with all Shopify stores. The app offers a wide range of tools and features to improve and optimize customer support. It integrates all possible communication channels through which customers can get in touch with a company - including email, Facebook, SMS and live chat. The data from these channels is consolidated into a central dashboard that allows support agents to manage all support tickets in one place. In addition, the app is directly connected to the company's sales data so that customer data can be displayed during communication. Features also include the ability to process orders, subscriptions and refunds directly from the helpdesk, as well as automation features for frequently asked questions.
Reading tip: Find out how you can connect your marketing channels for higher sales with Shopify Omnichannel.
How does the integration of Gorgias with Shopify work?
You can integrate Gorgias into Shopify in a few simple steps. The app also connects seamlessly with all your Shopify and marketing platforms.
How to connect your Shopify store with Gorgias:
In Gorgias, go to Settings > All apps > Shopify.
Click on "Add Shopify". You will now be redirected to the Shopify App Store.
Click on "Add app" and install the application.
Now you can connect your Shopify store to Gorgias.
If you already have a Gorgias helpdesk account, it will be filled in automatically. Otherwise, you should now enter your Gorgias domain in the input field. Now select "Find my account". You will be redirected to the Gorgias helpdesk where the new Shopify integration has been added.
If you have not yet created a Gorgias account, simply click on "Create account" in step 5. You will then be redirected to a page where you can create a new Gorgias account.
You have now completed the Gorgias integration in Shopify. If a customer contacts you from now on, you will see their profile and order in the Gorgias helpdesk.
Note that you can only connect one Gorgias account to the same Shopify store, so it is not possible to use multiple Gorgias accounts. However, you can connect multiple Shopify stores to the same Gorgias account.
You can find a detailed guide on how to implement Gorgias in Shopify here.
What are the benefits of Gorgias?
The Gorgias-Shopify integration offers numerous benefits for merchants to optimize customer support and maximize sales opportunities:
Seamless integration with Shopify: The integration enables smooth connections to popular e-commerce apps (such as Klaviyo or Yotpo), allowing for comprehensive customer support.
Reading tip: How to take your newsletter to the next level with Shopify and Kaviyo.
Direct management of Shopify orders: In Gorgias, you can edit, duplicate or refund Shopify orders directly in your helpdesk. You also have the option to share discount codes or product recommendations to increase your sales.
Efficient prioritization of customer requests: Efficient prioritization of customer requests is important to keep customer support running smoothly. Intelligent prioritization leads to improved efficiency in customer support.
Centralized customer communication: Gorgias provides an efficient system for handling all responses within the platform. The online customer service tool allows you to manage all requests from multiple channels in one place. A ticket is created for each support request, so you and your team can keep track of everything.
Multi-channel communication: With a variety of communication channels, such as email, chat or even phone and SMS, retailers can reach customers on their preferred platforms.
Better sales opportunities: By integrating your Facebook and Instagram accounts with Gorgias, you can respond to comments on posts and ads directly within the platform. This means you'll never miss another opportunity to engage with customers and, ideally, sell via social media.
The Gorgias Shopify integration can also facilitate additional purchasing options such as upselling or cross-selling. Through timely support, customers can be encouraged to complete their transactions.
Reading tip: Find out how you can use social selling to successfully address your customers on social media.
Automatic responses: With Gorgias, you have the option of creating response templates to respond quickly to frequently asked questions. This gives your team more time to process complex inquiries.
You can also add customer data (e.g. name, order number or shipping address) to your automated responses to add personalization to e-commerce responses.
Access to instant integrated live chat: Live chat allows retailers to handle questions and complaints in real time and keep potential customers on the site.
AI customer support tools: The app uses machine learning to recognize the intentions and sentiments of each message. This helps you categorize tickets according to their content, so your team can focus on the most urgent customer service requests first. AI technology is also used to monitor customer interactions in real time. This includes activities such as changes to content in the shopping cart. Using AI algorithms, the app identifies potential customer concerns and helps you address them before they become a problem.
Reading tip: Find out more about the benefits of the new Shopify AI functions here.
Data on purchasing behavior: The Shopify app provides you with data on customer behavior and preferences. You can use this information to customize your strategy and product offering.
Increase sales: With the help of the Gorgias-Shopify integration, you can create quick, helpful and personalized responses that increase the likelihood of sales and customer lifetime value.
Improved customer experience: Thanks to proactive support, the customer experience can be improved by solving problems proactively.
Overall, the tool improves customer support in e-commerce through automation and proactive strategies to increase both the efficiency and effectiveness of customer service.
Can I link Gorgias with other tools?
As mentioned above, the app integrates quickly and easily with the Shopify platform. The tool also easily connects with all your other Shopify and marketing platforms such as Instagram, Facebook, Yotpo, Klaviyo, ReCharge and many more. By linking to other tools, you can manage all your customer support functions centrally without having to switch between apps.
Reading tip: We present the 15 best Shopify apps.
How much does this tool cost?
Gorgias prices range from $10 to $900 per month, depending on the package you choose.
The starter package is $10 per month and allows you to create 50 tickets per month. The basic package costs $60 per month and allows you to create 300 tickets per month. For the Pro package, you pay $360 per month, with 2000 tickets at your disposal. Finally, you also have the option of booking the advanced package. Here you pay $900 per month and have the option to create 5000 tickets.
Which Gorgias pricing is right for you depends on the requirements and size of your company. The Pro package and the extended package are ideal for larger brands that use a wide range of apps in their store.
Companies already taking advantage of Gorgias and Shopify
Latori customers ooia and Hecht und Barsch are already successfully using the benefits of the customer service tool in their stores to improve the customer experience and respond more specifically to inquiries.
In this way, the functional underwear provider ooia can respond quickly to questions about its products and dispel any doubts customers may have about making a purchase. A quick response to customer inquiries is particularly important for items that require more explanation. This is the only way to give customers the certainty they need to make an informed purchase decision.
Reading tip: Find out how ooia is doing away with taboos and has conquered the German market for period underwear.
Hecht und Barsch, a company in the fishing accessories sector, also benefits from the efficient use of the Gorgias helpdesk. As customer inquiries in this area are part of their daily business, it is important for Hecht und Barsch to process these inquiries optimally. By using the customer support tool, they can ensure that customer queries are answered quickly and professionally, leading to improved customer satisfaction and ultimately an increase in sales.
Conclusion
In today's era of e-commerce, outstanding customer service is essential to meet customer expectations and ensure the success of a business.
With the seamless Gorgias-Shopify integration, merchants can manage all of their customers' communication channels in a centralized way. The platform offers a variety of features, including automated responses, direct order management and the ability to prioritize customer requests. With Gorgias, you can not only optimize customer support, but also increase sales and improve customer satisfaction.
As Shopify Plus experts, we support you in successfully integrating Gorgias into your Shopify store. Get in touch with us.
