Gorgias Helpdesk For Shopify Stores
In a digital marketplace, where do you go when you need help? How can you find useful customer service tools before resorting to calling the company? We understand that, as a consumer and a business, you need to be confident that customer service is in place if things go wrong... or if you have a burning question that will affect intent to buy!
Gorgias Helpdesk is a brilliant product that comes highly recommended. We want to tell you a bit about how they will be an amazing asset to your company.
Put all your 1:1 interactions together
Email, social media, live chat, and phone calls can all be managed in one easy-to-access, and easy-to-use space. The most common place for customers to seek help is through the live chat option, and Nicole Mann the Marketing Director at Lillie's Q explains: "Gorgias' chat allows us to respond to our customers in real-time. We can answer customers' questions about a product and how to place an order without them leaving the site or abandoning their cart. We have seen a 75% increase in direct sales as a result of this quick communication."
If you're looking for another reason to use Gorgias, their platform has an exceptional amount of integration between Facebook and Instagram. The CEM at Shinesty reported that: "The Facebook ad commenting has been very interesting. People have been converting right there, thanks to a simple social interaction." These two methods of customer service are by no means the be-all and end-all, people still need to use email and calls.
These avenues of contact are collated within the helpdesk, which means that if a customer phones in or emails you, your staff has access to their previous correspondence from all platforms. This is a huge time-save for you and avoids any discrepancies in coming to a resolution for your customer - no matter how many members of your team deal with them.
Empower your support teams; be better!
Talking of teams... wouldn't it be great if they had a simple, user-friendly way of dealing with customer interactions? With the multi-stores, order management system, sidebar and customisable view options you give back control to your staff, making team empowerment a reality. The Operations Manager of MNML, Ian Anderson says; "Having quick access to the sidebar is super convenient and helps us turn our support agents into sales people."
This speed and ease of use are just a couple of the reasons why we promote using Gorgias. You can be sure that your team are operating a system that lets them do their job, instead of waiting for IT updates, and outdated software to catch up with the rest of the digital marketplace. Less strain on your staff, more productivity for your business.
Automate processes to save time and boost efficiency
Gorgias has a wide range of tools to assist you and help the customer. Firstly, they have great automation, this means you can set up personalised rules to send out shipping updates, order availability etc. without having to manually input information. There is also an option to set up a 'self-service' section on your Shopify site. This fantastic bit of kit allows customers to answer their own questions, therefore decreasing the amount of traffic coming in on other channels!
As part of the automated processes, Gorgias has a function that many users have agreed is genius... it utilises 'intents and sentiment detection' to help sort and prioritise your tickets. This allows you to temperature check the reasons that customers are contacting you at a click of a button. Extremely handy if you discover a fault with a product early on or a delivery issue, and you can get ahead of the game by contacting affected consumers or releasing a press statement.
Measure and improve - the only way is up!
As Shopify experts, we know that you'll want to track and measure every element of your business. The Gorgias Helpdesk has got you covered. From live statistics that show agent activity and active channels in real time, to revenue statistics and customer satisfaction surveys - you won't be disappointed by the number of options available.
"Thanks to Gorgias’ intuitive interface and deep integrations with all of our Shopify apps, our small team is able to work efficiently and scale up while still providing a high level of customer support." Danny Taing, Founder & CEO, Bokksu monthly box subscriptions is certainly impressed.
In fact, we're so sure that you will want to use Gorgias Helpdesk, that we have a direct referral link for you to follow if you want to find out more.
Work smarter, not harder.