As you leverage automation, you’ll want to understand its performance to validate your work and find opportunities to improve. If you use Automate, you’ll get this information in easy-to-use dashboards.
You can understand your Automation rate (and other important ROI factors, like time and cost saved) in Automate Statistics Overview. You can track this over time in the Performance section to help understand growth and seasonality.
You can zoom into the performance of each Automate feature by clicking on Performance by feature in the sidebar. We recommend regularly revisiting this page to iterate on your automation strategy, tweaking or replacing low-performing automations and rolling out high-performing automations on additional channels.
On the Automate Performance by Feature page, you can also see the performance of individual Quick Responses and Flows.
With this information, you can understand which Quick Responses and Flows get used, and swap out any that aren’t. You can also see which of these Flows still end up with an agent contact, so you can try to find an answer that completely resolves the customer’s issue.
Automate is a Gorgias product that provides instant, automated answers to common questions via your email, Help Center, and widget. Your customers can get a quick response (and resolution) around the clock, even when a live agent isn’t available. Gorgias Automate includes Quick Responses, interactive Flows, Order Management, Autoresponders, and Article Recommendations.
Gorgias Automate pricing scales with your usage, just like the Gorgias helpdesk. Pricing starts at $30/month for 30 automated interactions and scales up to custom enterprise-level plans. One note: The more automated interactions you have, each one costs less and less. For example, 5,000 automated interactions per month is $2,500 (meaning each one is only $0.50, compared to $1.00 for the lowest plan).
Two features drive the most automation are Quick Responses and Article Recommendations. Start with these two to quickly unlock the potential of automation!
We tested these methods with ecommerce brands and found they consistently achieved at least 30% automation when implemented. The top 5% of brands achieve up to 45% automation rate with Gorgias Automate.
Contact your CSM or, if you’re a Basic or a Pro customer, you can schedule a call with our automation consultants team. If you’re not a Gorgias customer, book a call with our team using the link at the end of this playbook.