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As Shopify Plus continues to power a growing number of the world’s leading ecommerce sites, brands, and merchants, their eco system is evolving. They’ve grown their program to include certified Plus partners, who can keep up with the demand of merchants - one of the many benefits of Shopify Plus. We’re excited to announce that Gorgias is the only certified customer service platform for Shopify Plus merchants.

Not on Shopify Plus yet? Check out our Shopify vs. Shopify Plus breakdown to understand when to switch.

What makes the program special?

The Shopify Plus Certified App Program supports the largest Shopify merchants by helping them find the apps and solutions they need to build and scale their business. This program is exclusive to Shopify Plus apps that have shown a level of product quality, performance, and privacy, and support that can be relied upon for the unique and often advanced requirements of a Shopify Plus Merchants

Enterprise grade merchants need enterprise grade solutions they can trust. When thousands of customers are wondering where their order is after Black Friday, or wondering if they should order half a size up, they need a customer support platform that can keep up.

Which is why Gorgias is the only customer support platform to make the grade. We help merchants like Steve Madden, MVMT, and Death Wish Coffee reduce costs and increase profits.

Scale as you need

Whether it’s BFCM, a new drop, or being featured on Shark Tank, we can scale with you as your demand grows and slows. With unlimited users you can add more support agents or chat sales specialists as you need, without the commitment of multi year contacts. We’ve also partnered with some of the best contact centers specializing in supporting ecommerce merchants..

Automate more and save 30% of your time

Did you know that 70% of customer service tickets are related to to- helping customers with an update on their order, edit, change, or cancel their order? That’s a lot of tedious work that’s costly. Make the lives of your agents easier, by automating up to 15% of your tickets during your busiest days and saving 30% of your time.

Turn Customer Support from a Cost Centre to a Profit Generator

As more customers want questions before they buy, we help merchants monetize and track every interaction with their customers. Use the time that you’ve saved findiFrom questions to potential customers on your ads to targeted website chat, we help Shopify Plus merchants increase sales.

Forecasting customer service volume is always a challenge. And fast growth can make forecasting even harder. You’re either reactively processing a huge volume of tickets with too few agents and burning everyone out, or wasting valuable money on a CS team that’s too big.

You should also make adjustments to your team if revenue declines, but it's a best practice not to cut too quickly. Otherwise, you end up in the same spot. 

Forecasting customer service workload does not need to be guesswork. You can forecast customer service volume as a percentage of revenue growth, which is much more predictable than trying to simply “guesstimate” how much workload your team can handle or if you need to staff up.

At HelpFlow.com, we run 24/7 live chat and customer service teams for over 100 stores. We’ve helped brands through huge holiday seasons, new product launches, and even lean downturns and have built an incredibly robust forecasting and KPI process. In this post, I will walk through how to simplify customer service forecasting to make sure you’re able to handle the ups and downs of customer service volume in any situation. 

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A 3-step framework for forecasting customer service volume

Determining whether you need more customer service agents should not be reactive. Don't let your team tell you they need more help. Instead, forecasting should be proactive and based on data, like every other aspect of scaling an ecommerce business.

The challenging part here is figuring out which data in your business can be used to forecast how many agents you need. We’ve simplified this process for clients we run customer service for by using just two inputs: sales transaction volume and ticket volume for a period of time. 

This can be used to calculate your transaction-to-ticket ratio. In short, you can forecast the number of tickets created for every 100 transactions and be extremely confident that this will hold steady as growth in transactions happens. Yes, there are ways to make your customer service process more efficient to lower this ratio, but knowing where it stands now will enable you to forecast ticket volume based on your sales forecast. 

1) Calculate your transaction-to-ticket ratio

Calculating your transaction to ticket ratio is simple. All you need is transaction count for a period of time and ticket volume for the same period of time. To get your transaction count, simply run a quick report in Shopify. The process will be similar in other ecommerce platforms. 

Click on Reports under the Analytics category and select Sales over time.

Highlight the target date range and select the desired group. 

This will generate the data that includes the number of transactions within the specified time frame.

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You can also get this data directly from Google analytics, by using the ecommerce section and seeing transaction volume. This might not be accurate if a significant portion of your transactions are subscriptions that are not tracked in analytics. Still, it will be close enough for now as long as you continue to use this transaction count in future calculations.

How to get transaction count in Google Analytics:

Click on Conversions. Select Ecommerce, and then Overview.

Select the target date range. The transaction count will be generated under the Transactions field.

The next data point you need is ticket volume for the same time period. In Gorgias, you can access this easily by following these steps:

Click Overview under the Statistics menu and select the target date range. Click Apply.

This will generate the data on ticket volume for the specified timeframe.

Once you have transactions and ticket volume for the same time period, simply divide tickets by transactions to calculate your ratio. For example, if you had 1000 transactions for the time and 400 tickets, then your ticket ratio is 40. For every 100 transactions, 40 tickets are created. 

What's a healthy ticket ratio?

We typically see the ticket ratio anywhere from 30% to 50% for stores that haven’t focused on streamlining customer service. 

For stores that have streamlined or use customer support automation in their helpdesk workflow, the ticket ratio normalizes to about 20%. For example, across high-revenue stores in the Gorgias customer data set, there is a 20% ticket ratio.

If you haven’t focused on streamlining customer service and have just been keeping up with growth over months or years at a time, then you’ll probably be surprised at how many orders turn into tickets. It’s definitely a growing ecommerce trend you can use to bring down overtime with operational improvements in your customer service department, but just benchmarking it for now is important to forecast accurately.

2) Use your ratio to project ticket volume

Once you have the transaction-to-ticket ratio, you can forecast customer service ticket volume in a few ways. You can use website traffic, media spend, or revenue projections as the input. Basically, anything that enables you to get a transaction count as an input can be converted into customer service ticket volume using the ticket ratio. 

Here are a few examples:

Let’s say your business is highly driven by paid traffic. If you have a budget set for increased media spend in Q4, you can gauge how many orders this will produce using your cost per acquisition records. For example, if your CPA is $20 and you’re projecting a media spend of $200,000 in November and December, this should produce around 10,000 orders. 

Using a different approach, let’s say you are projecting revenue of $600,000 total for November and December and your average order value is $60. This means you’ll have 10,000 orders. 

Once you have the projected transaction volume, simply use the ratio to convert that into ticket volume. 

For example, if your ticket ratio is 40%, then the 10,000 orders are going to turn into 4000 tickets for your team to handle during November and December.

If you can bring your ticket ratio down to 20%, this cuts the ticket volume and only 2000 tickets. You can see how improving the ticket ratio can have a big impact on the efficiency of your customer service team.

Once you’ve got the forecasted ticket volume, you still need to figure out how many team members are going to be needed to handle the volume.

3) Estimate the number of agents needed based on past capacity

There’s nothing more frustrating as a business owner than having to slow down your sales engine because you can’t keep up with orders or customer service volume. At some point, you can’t just throw more people at the problem. People are a finite resource and it takes time to hire and train competent agents. Don’t let yourself end up in that position as you drive growth.

As part of running an effective customer service operation, you should have benchmarks set on agents’ realistic capacity to handle non-escalated tickets. With this data, you can convert the forecasted ticket volume we calculated above into a forecasted agent headcount to handle that volume.

Let’s assume you don’t have a complete agent capacity benchmark set yet.

To calculate agent capacity per full-time agent, run a report on the total number of tickets resolved per agent over a specific time period. Be sure to focus your analysis on agents that are processing tickets nearly full time, not part-timers that jump in to help.

Simply click on the Agents option under the Statistics menu in your helpdesk.

For each agent, convert this into the number of tickets handled per working day. The specific number will be different for each agent, but running this process will help you see the trends of how many tickets per day a typical agent should be able to handle.

Again, this number will vary a ton depending on your business, your agents, and your customer service operation. 

• We typically see anywhere from 40 to 60 tickets per day per agent as a healthy benchmark
• Across the Gorgias customer dataset, we see an average of 60 tickets per day per agent

Once you know your tickets per day per agent benchmark, you can convert the forecasted ticket volume above into a forecasted agent headcount needed (and start preparing your interview questions).

Let’s say you are projecting 4000 tickets for your team to handle during November and December and you have an agent capacity of 40 tickets per day. You’re going to need 3 agents staffed during November and December to handle this volume. 

40 tickets per agent per day x 5 days per week x 4.3 weeks per month = 860 tickets monthly capacity per agent. 4000 tickets / 2 months / 860 tickets per agent per month = 2.33 agents. Round up to 3 so you have buffer for scenarios that may drive ticket volume up (e.g. delayed shipping, running out of stock, promotions and sales)

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This is a little simplistic since it assumes the tickets come fairly uniformly during that time, but the basic forecasting process here is sound. 

Check out HelpFlow.com's free Customer Service Forecast Calculator (no email address required).

Turn customer service into revenue with HelpFlow.com and Gorgias

The way you handle customer service has a massive impact on sales. Based on Gorgias support performance data across all customers:

• A sub-10 minute response time on tickets increases conversion rate around 10%
• Answering live chat questions in less than 2 minutes increased conversion rate by as much as 50%

Here at HelpFlow.com, we run live chat teams for clients and have seen a massive decline in chat conversion rate when your first response time is over 10 seconds

If your team is overloaded with customer service volume, responding to tickets in <10 minutes is going to be near impossible and answering live chats in seconds is definitely out of the question. You need better customer service tools to transform your efforts into revenue.

Two tools can help:

HelpFlow.com: We provide 24/7 live chat and customer service teams to over 100 ecommerce stores (i.e. our agents answer visitor questions on chat and handle email tickets, 24/7). We handle thousands of tickets per day and have driven over $100M in revenue through customer service channels. If you need help nailing customer service, take a look at our ecommerce customer service teams.

Gorgias: Already have a solid team and want to bulk up your customer service infrastructure? If you’re not already using Gorgias, we can help increase visibility into your agents' performance to help you forecast. Sign up for a free trial today.

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Business leaders often view customer service as a cost center. But the reality is that delivering a prompt and helpful customer experience is crucial to your brand’s growth.

A whopping 93% of customers are likely to return to your store and 90% are likely to purchase again after a great customer service experience, according to Hubspot. Plus, loyal customers are likely to have higher average order values (AOV), share your brand with friends via word of mouth, and leave positive reviews. That’s why repeat customers generate approximately 300% more than first-time shoppers, according to Gorgias data.

In this article, we break down seven ways customer-centric small businesses can move toward offering a great customer service experience and generate revenue as a result.

Why is delivering great customer service important?

Great customer service is important because happy customers drive revenue for your brand. Happy customers come back to your store, buy more with every purchase, refer friends to your brand, and leave public reviews. While repeat customers only make up 21% of the average brand’s customer base, they generate 44% of that brand’s revenue, according to Gorgias data.

Also, customer expectations about your service have changed over the past few years, and some businesses are having a hard time keeping up. Millennials and Gen Z are particularly opinionated about companies that don’t measure up to their customer experience expectations. 64% of customers under the age of 40 believe that customer service feels like an afterthought for most of the businesses they buy from, and people in this age group are quick to shift allegiance to other brands they believe will better serve them (see our complete guide on customer support statistics for more data on consumer expectations). 

Customer service isn’t only important when customers email in with a problem, either. A truly great customer service program nurtures customer relationships throughout the entire customer journey. For example, your customer service program can:

• Bring customers to your website
• Answers pre-sales questions to help drive sales
• Create self-service resources to help customers help themselves
• Supports customers with post-purchase issues to avoid unhappy customers
• Sends follow-ups to loyal customers to secure testimonials and repeat purchases
• Collects and shares customer feedback with the rest of the team to continually improve the product and customer experience

7 ways to deliver great customer service

In the following sections, we offer broad customer service strategies to improve your customer experience. Of course, we can only scratch the surface for each strategy in a single blog post, so we linked out to further reading on the topics and explain how a helpdesk like Gorgias can help you execute the strategy we describe.

1) Respond to tickets as quickly as possible

Slow response times lead to frustrated customers and lost business. And slow response times are a big issue: The average response time of customer support teams at most companies is 12 hours and 10 minutes.

Customers want swift responses to their queries, so making your ticket response time as short as possible is crucial. We recommend striving for a response time below two minutes and an average handling time below an hour.

How Gorgias can help

Gorgias is chock-full of features to help you reduce your response times. A major feature is Macros — templated responses with variables to give quick, personalized service. For example, your Macro can include variables like [Customer first name] or [Last order number] that automatically populate when you send the message to speed up your agents’ responses without sacrificing helpfulness.

And if you combine Macros with Rules, you can send instant responses to questions your customers frequently ask. For instance, when customers ask, “Where’s my order?” 

Gorgias also has rules you can use to: 

• Identify priority tickets so agents can see them quickly
• Tag and assign tickets so you can sort them quickly
• Automatically close spam tickets in your helpdesk

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2) Provide proactive support and self-service resources

Proactive customer service means giving customers solutions to common problems before contacting your brand. You can do this in two ways:

• A customer support agent sends a message to customers
• Your brand provides self-service resources such as a FAQ page or knowledge base

Proactive customer service doesn’t completely replace your traditional problem-solving customer service: Customers will always have questions, and you should be ready to provide prompt solutions. However, reaching out to customers — especially pre-sales customers — can give you an opportunity to provide information or discounts customers need to make a purchase. 

Similarly, self-service resources give customers instant answers to frequently asked questions without having to wait for an agent to respond. This is a lower-effort experience for customers and frees agents up agents to spend their time on more complex questions that require real people to help. 

The key is balance: A good customer service program provides many communication channels for customers to find the help they need.

How Gorgias can help

You can also use our live chat feature to execute chat campaigns. With chat campaigns, you can start a live chat conversation automatically when customers display pre-sales behavior, like lingering on the checkout page or adding items to their cart. You can ask customers whether they have questions, offer a discount if they reach a certain order value, or whatever your customers need to make a confident purchase.

Gorgias also includes Help Center, a knowledge base you can use to expand an FAQ page into a more detailed and searchable collection of information. You can also upgrade your Help Center (and live chat widget) to include a self-service menu where customers can track orders and make changes to recent purchases without having to contact an agent.

3) Deliver a personalized customer service experience

Companies that offer a personalized service experience take the time to get to know who their customers are, what they need, and what they expect: something that 66% of customers anticipate. The data needed to provide a personalized experience comes from all possible interactions the brand has with the customer, including purchases and customer support tickets. Without personalization, customers may feel like your brand doesn’t care about them; like they’re nothing more than a number.

How Gorgias can help

Within Gorgias, a centralized sidebar allows you to see a customer’s entire order history and interaction history on every channel. You’ll easily see past conversations, past successes, past products purchased, and more.

This is all information that your team can use to provide personalized service and improve the customer experience. For example, you’ll never need to ask a customer to repeat information and can provide better recommendations and solutions based on past behavior.

4) Have additional resources (like a help center) for self-service

Providing customers with the resources they need to solve problems on their own is a good strategy for improving your bottom line, with 89% of consumers willing to spend more with a company that allows them to find answers online without having to contact anyone. Create a help center, FAQ page, knowledge base, and any additional resources that can help customers solve their problems.

ConvertKit does this really well with a knowledge base fully equipped with guides and articles that take customers through common questions people ask about using the platform, step-by-step. Your Shopify or Magento store may not need such a detailed knowledge base, but having a help center and FAQ page that helps customers immediately solve issues is crucial for making self-service work.

How Gorgias can help

Gorgias has a self-service chat portal you can add to your live chat widget that makes it possible to automate up to 30% of your chat tickets. Our portal automates the process of checking order status, tracking numbers, and shipping information which makes it easier for customers to find the answers they need without speaking directly with a support agent:

5) Give customers many touchpoints to contact you

Omnichannel customer support is no longer optional — it’s what customers expect, with 93% of consumers willing to spend more with companies that offer their preferred contact option for reaching customer service. This type of support allows you to meet customers where they are and go the extra mile to fulfill their needs.

How Gorgias can help

As previously mentioned, Gorgias allows you to centralize all 1:1 interactions with customers across email, social media, live chat, voice, and SMS. Seeing all communication in one place makes it easier to reduce your response time and deal with customer issues promptly.

6) Implement systems to measure your team’s performance and impact

Remember, great customer service impacts your bottom line. This is why you should keep track of the right metrics to determine how much of an impact your customer service initiatives have on revenue. Some key metrics you should pay attention to include:

• Customer satisfaction score (CSAT): How likely is it that a customer will return to buy more?
• Revenue statistics: How much revenue is your customer support driving?
• Net promoter score (NPS): How likely is it that a customer will recommend your company to someone else?

How Gorgias can help

Gorgias provides a wealth of customer service data, including support performance, satisfaction surveys, real-time insights about agent activity and ticket volume, and revenue statistics:

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You can extract what you need from this data to calculate the key customer support metrics listed above to truly measure your customer service team's impact on revenue.

Read our guide to evaluating customer service for more tips to understand your team’s impact on the company’s bottom line.

7) Use tools to make customer service more efficient

Customer service tools like Gorgias allow you to meet your customer’s needs without hiring an army of customer service representatives. It’s easier to streamline all elements of customer service using Gorgias, thus keeping customer satisfaction high and ecommerce churn rate low. With Gorgias, you can help your team develop the customer service skills they need to provide excellent service that leads to loyal customers.

How Gorgias can help

Gorgias empowers your sales team with tools that help your agents prioritize customer tickets, assign customer questions to the right team members, manage orders and recommend products without leaving the helpdesk, and talk to your customers across channels and stores.

Gorgias also offers cutting-edge automation features to improve your customer service agents’ workflow, reduce customer wait time, and improve your brand’s self-service offerings. A few of Gorgias’ top automation features include:

• Automated Rules to organize tickets and declutter your workspace by automatically closing spam tickets
• Self-service menus that give customers an easier way to track orders, make changes to recent orders, and find answers
• Automatic responses to simple inquiries that pull up-to-date customer information like [Last order number] or [Customer first name]

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Examples of brands going above and beyond with their customer service

When you search for examples of great customer service online, you’ll get results like Amazon, Zappos, and Microsoft. These brands all offer great customer service but small businesses can’t replicate the scale of Amazon, Zappos, and Microsoft. So, for this article, we’ll share some smaller businesses that offer great customer service with the help of Gorgias.

Gorgias helps over 10,000 Shopify, BigCommerce, and Magento stores use technology to provide exceptional customer service. Below, we discuss four small business customer service examples that demonstrate how Gorgias not only helps brands solve customers’ problems but also increases their revenue.

Loop Earplugs: Great self-service to reduce frontline agent workload

Loop Earplugs offers a stylish, unobtrusive alternative to noise reduction. Their comfortable, low-profile earplugs help protect your ears from high sound intensity, thus improving your focus and helping you enjoy what’s happening around you without deafening sounds.

The earplugs are so popular that the team receives at least 1,500 customer queries per week, many of which are about locating orders. As you might imagine, solving those queries quickly to keep customers happy is a top priority for the team — but it’s also quite repetitive. 

With Gorgias, the team easily provides their customers with quick answers in a self-service menu. Their customers can find the answers they need with just a few clicks, and if they still can’t find what they’re looking for, they can still speak with a real person right there in the chat box.

“Having the most frequent customer service questions in one menu helps not only the customer but also our champions. It means these frequent simple questions are solved instantly by self-service, allowing our champions to invest even more time in other customers that need it and provide even more qualitative solutions.”
– Milan Vanmarcke, Customer Service Manager

Learn more about how Gorgias' self-service features and automations helped Loop Earplugs increase revenue from customer service by 43% and reduced queries about finding orders by 17%.

Ohh Deer: Generated additional revenue through agent efficiency

Ohh Deer has a wide mixture of B2C and B2B customers who are excited about crafts, stationery, and gifts. A big part of their business is based on a subscription model, resulting in a high volume of subscription-related questions from customers. The Ohh Deer team needed a customer service tool to help them respond more efficiently to the influx of customer queries. The tool needed to:

• Separate these high-priority subscription queries from other queries
• Integrate with other Shopify apps the sales team used to find information about customer orders
• Pull information from multiple platforms
• Provide information on key customer success metrics so that their team could effectively measure the impact of customer experience

That’s what Ohh Deer found in Gorgias. Providing these four benefits to Ohh Deer’s customer service team not only made them more organized and efficient but also helped them generate $12,500 in revenue per quarter. An efficient customer service team definitely improves customer retention and loyalty.

BrüMate: Generated $9 million in revenue through customer loyalty

BrüMate is a classy drinkware and cooler brand that has experienced rapid growth since its inception in 2016. Innovation, listening to customers, and creating a sense of community are top priorities for BrüMate’s customer success team. For the brand, customer experience is at the heart of what they do, and every move they make impacts customers.

Gorgias has helped BrüMate respond quickly to customer queries. Their first response time to tickets was 5 hours and 30 minutes in 2018, but Gorgias' live chat feature has helped them reduce this time to one minute and 30 seconds. This live chat feature significantly contributed to the customer success team bringing in over $9 million in revenue. Having a customer service tool with the features they needed to put their customers first made a huge difference in their bottom line.

Lillie’s Q: Improved new customer sales by 166%

Lillie’s Q is a barbeque restaurant that provides great southern cuisine and sells an array of barbeque sauces and rubs. Their customer service team received customer queries mainly via email and phone, and tracking those queries (and their responses) was a tedious, manual process. Some customer queries also came in via social media, and team members had to copy and paste all the questions and comments to one another (manually) in order for the right person to respond.

The team was getting 700 to 800 queries per month, and they were drowning. If they continued on that path, they would start losing customers — something no business ever wants to happen. 

This is why they started using Gorgias to help them organize all customer interactions in one place. It became easier to track each aspect of the customer’s support journey, ultimately leading to a 166% increase in sales from customer support. Having a centralized hub for interacting with customers and tracking those interactions moved Lillie’s Q’s team from overwhelmed to efficient and gave them exactly what they needed to provide exceptional customer service. 

"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."
- Nicole Mann, Marketing Director

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Check out these resources for more customer service tips and templates

Customer expectations are higher than they’ve ever been. One bad customer service experience can turn a customer away forever. And if that customer shares their negative experience with others (via word-of-mouth reviews or public online platforms), it'll be harder for your brand to attract new business. 

Our blog is full of content for customer support professionals. Whether you’re a team of one or twenty, we’re confident you’ll learn something by exploring our resources. For smaller businesses, we recommend starting with:

• Our list of the best customer support software on the market
• Our list of 20 ecommerce customer service best practices
• Our list of 14 shopping cart best practices to reduce abandoned carts

And if you’re looking for a new helpdesk, Gorgias is here to help your Shopify, BigCommerce, or Magneto store provide excellent customer support that retains customers and consistently generates revenue. Get started today in less than a minute and join over 10,000 ecommerce brands that use Gorgias every day to turn their customer support teams into profit centers.

Yohan Loyer started his job at Gorgias as the first Customer Success Manager for Europe. His current position is EMEA Partner Manager, with the goal of growing Gorgias’ presence in Europe, the Middle East, and Africa (EMEA). The role boils down to building meaningful relationships and being a reliable, trustworthy partner for our agency partners. 

In this interview, Yohan tells his story and we learn more about his internal career development and the environment Gorgias provided to nurture it accordingly.

1) What is your role at Gorgias right now and how do you find it?

My role is to help our ecommerce agency partners:

• Understand the value of Gorgias
• Keep Gorgias top of mind when recommending customer service solutions to their customers
• Identify customers that are a good fit for Gorgias

As a social person who likes to interact with other people and has hands-on experience working with Gorgias customers, this role is a great fit for me. There really is no chance to be bored in Partnerships!

2) What did you do before Gorgias? What is your educational and professional background?

I did my undergraduate degree in international business in New York, where I got a scholarship to play for my university’s soccer team. Then, I did my master's in Business Consulting and Information Systems Management in France. 

Right after university, I worked as an IT consultant and then moved to Salesforce as part of the EMEA customer success team in Dublin. I worked as a Customer Success Manager (CSM) for 3.5 years, when my main focus was helping the company’s customers get the most out of the Salesforce platform and resources.

Apart from that, I have always been passionate about new technologies and how they impact the world, so continuing to work in tech and ecommerce at Gorgias is not a coincidence.

3) How did you find out about Gorgias and what made you apply to work here?

I was looking for a role in a fast-growing company in the ecommerce space with an innovative product, strong company culture, and competitive package. I did some research online and found out about Gorgias on an ecommerce blog, if I remember correctly. 

Gorgias had everything I was looking for. They were also hiring for their first Customer Success Manager in Europe at that time, so it was perfect timing for me to apply!

4) What are the roles you had at Gorgias and how did they change over time?

I was initially recruited as the first Customer Success Manager (CSM) in Europe. We already had one Onboarding Manager in Europe when I joined (Emna Charfi, who is now the manager of our Customer Success team). 

She was already working as a CSM with some customers (on top of her main role as Onboarding Manager). Even after I joined as the first full-time CSM in Europe, she continued as the CSM for some of our largest customers while I onboarded. 

After a few months, I took over as the Customer Success Manager for our largest European customers for about 1.5 years, before transitioning to the Partnerships team last July.

I worked closely with Louis Lavedan from the Partnership team when I was a CSM, so I got to see what Partnerships was like. When he moved to San Fransico, taking over his role as Partner Manager for EMEA seemed like a logical next step.

5) What training and resources did Gorgias provide to help you in your new roles? 

The Gorgias team has always been super helpful and available with me and new team members in general. 

Learning directly from colleagues has definitely been one of the highlights of my onboarding and overall experience with Gorgias. Whether it is answering questions on Slack, sharing screens, recording Loom videos, or jumping on a quick call, there is always a Gorgian ready to help!

6) How did your manager (or others at Gorgias) help you upskill and grow yourself?

The two managers I worked with both have hands-on experience with Gorgias customers and partners, and a genuine desire to be helpful and see their team members grow. They are always reliable and helpful when needed, which builds trust and promotes a culture of feedback and transparency. 

Gorgias as a company is obsessed with scaling and automating processes, and my managers have definitely lived up to those values and helped me become more efficient and see the big picture when working on projects.

At Gorgias, we are also lucky to have a best-in-class product and grow at a very rapid rate, which comes with a lot of super interesting challenges and opportunities. The company has a really unique positioning with an obsession for customer satisfaction, which all contribute to a great environment to work in.‍

7) How can you connect your experience with Gorgias's core values?

My experience at Gorgias so far has been very much aligned with our core values, especially “Customer first”, and “Maximize your impact”. 

We live and breathe for customers, automate time-consuming tasks, share best practices with the rest of the team, and try out new tools and processes — all with the end goal of providing a better product and experience to merchants who use Gorgias. 

Our managers highlight Gorgians who are living up to our core values weekly on our Slack channels, so we get to see first-hand all the great things our team does in accordance with our values.‍

8) What is your favorite thing about working at Gorgias?

As someone who worked closely with customers for all of my career, I think that my favorite thing at Gorgias is our huge focus on customer experience and satisfaction. Making our customers happy and successful, independent of their size, is our target and biggest investment as a company.

Whether it is reviewing our processes to make sure they benefit our customers, going the extra mile when helping our customers out, finding workarounds, prioritizing product features, or letting our customers get on a call with our highly available success and support teams, we are always doing things with our customers’ interest in mind.‍

9) If there is one thing you would like to change about the company, what would it be?

I guess it would maybe be the name of the company (haha). Simply because it’s hard to pronounce. Also, people don’t read or hear “Gorgias” for the first time and instantly know what we do. 

10) What's next for you at Gorgias (and how is Gorgias helping you get there)?

As I started my new role as EMEA Partner Manager recently, my focus is becoming a great Partner Manager, first and foremost. 

We have a pretty good presence and network in Europe, but it’s still in the early stages compared to the US. I am learning and getting a lot of help from our US team who built a very strong market presence and brand in the US, and I am super excited to help develop the Gorgias brand and customer base in Europe, the Middle East, and Africa!

Interested in joining Yohan and the rest of Gorgias team? Check out our jobs page to learn more about our benefits, interview process, and open roles.

When you use Gorgias, we know that you’re putting your trust in us. That’s why we hold our commitment to your security as our highest priority and safeguard your data with full transparency. Our security policy contains penetration testing, incident response plan, data lifecycle, comprehensive system status live report, and more.

We're thrilled to share that Gorgias is Service Organization Control (SOC) 2 compliant for Type 2. This achievement follows our numerous investments in platform security over the years as part of our goals to secure customer data. 

An independent auditor conducted a thorough audit of our servers, systems, and products over six months. They verified that our information security practices, policies, procedures, and operations meet the thorough SOC 2 standards for security.

2022 update: We're happy to share that we renewed our SOC 2 Type 2 certification to continue protecting our customer data.

This industry-wide recognition serves as our reassurance that your data is managed in a controlled and audited environment. 

What is SOC 2 Type II Compliance?

Developed by the American Institute of CPAs (AICPA), SOC 2 defines criteria for evaluating how well a company manages customer data and ensuring a set of security controls are in place. A SOC 2 report is unique to each organization because it’s in line with specific business practices. 

There are two types of SOC 2 reports: Type I and Type II. Type I checks if a system can handle issues like data breaches. Meanwhile, Type II examines how the system works and how effective it is to protect data against security threats.

What Does Our SOC 2 Type 2 Compliance Mean for You?

Our completion of the SOC 2 Type II audit is our testament to the fact that we always prioritize your data security and privacy. We appreciate your trust in us and strive to strengthen this trust in the long term. 

You can be sure that:

• The data you share with Gorgias meets the AICPA standards for security. That goes for your personal information, ticket inquiries, customer data, and the like. 
• Your data is protected with procedures and controls to assess, minimize, and eliminate risks and vulnerabilities. 
• We always conduct ongoing monitoring of features and processes across our platform to maintain security. 

What’s Next?

We hope our successful SOC 2 Type 2 helps you rest easy knowing that your data in Gorgias is secure. But this update is only the latest milestone in delivering our commitment. We’re continuing to improve our security control and data privacy practices for all merchants. To learn more about our security policies, visit our security page or contact us at support@gorgias.com.

When you say the word “growth,” most brand leaders think of customer acquisition, paid ads, or the newest marketing trend — probably something about TikTok influencers. And while acquiring customers is important, we know that truly sustainable growth comes from loyal customers, organic referrals, reviews, and repeat buyers — all of which stem from your customer experience. And at the core of that customer experience is your customer service team.

Your customer service agents spend more time interacting with customers than any other department, including marketing and sales. They manage VIP customers, repair at-risk relationships, and have the opportunity to chat with customers at make-or-break moments (like right before a sale). In other words, your brand’s growth hinges on the quality of your customer service team.

We can’t offer any algorithms or magical software to find and hire talented agents. Hiring takes time, experience, and a strategic approach. That last part — a strategic approach to hiring — is what I’m here to provide. 

At HelpFlow.com, we run 24/7 live chat and customer service teams for over 100 brands. We’ve hired hundreds of customer service agents successfully and built scalable, robust customer service operations that provide great customer experiences and drive growth for brands we work with. 

In this post, I’ll walk through the framework we use step-by-step. My goal is to help you or your hiring managers simplify your customer service hiring process, find high-impact customer service professionals, and transform your brand’s customer service from a frustrating cost center to a seamless and scalable revenue driver.

But first, what’s really at stake here? 

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Bad customer service will kill your brand

If you are like most ecommerce brands, you hire customer service reps when your team needs additional support to keep up with tickets. This purely reactive approach means your support team will always be buried in tickets or onboarding new team members. The constant scramble means they’ll never have the bandwidth to think strategically, improve processes, or work on higher-impact initiatives to help the business.

Here’s the snowball effect we often see. First, your agents become overworked with an ever-growing number of tickets to process each day. This endless sprint to keep up contributes to extremely high turnover in the customer service industry. According to Harvard Business Review, CS reps typically last a job for about a year. 

As agents start to burn out and fall behind, customer service experience quality suffers. Customers feel frustrated with slow response times and often disappointed with incomplete or ineffective solutions from junior agents hired just a few months before. A downtrend in customer satisfaction is common with brands as they start to scale. 

Eventually, a poorly run customer service operation starts to have a direct effect on sales. First-time shoppers give low NPS scores and never develop brand loyalty. Customer complaints start to appear, scaring off potential customers, and referrals dry up. 

As the quality of service goes down, the cost of customer service goes up because you have to spend more time hiring and training customer service representatives that won’t be productive for weeks, if not months. Replacing an employee typically costs 1.5-2x their annual salary when you factor in all the costs, according to Gallup. 

The business sees these poor results and high costs, and refuses to invest in the department, which leaves them even more under-resourced. The cycle continues.

Great hiring processes can accelerate growth

A great customer service team (that’s not over-worked and under-resourced) will stop this vicious cycle. But beyond answering customer inquiries and managing ticket load, they’ll systematically improve your brand’s customer experience and, by extension, growth engine.

An excellent customer service team will create replace the vicious cycle with a positive one by:

• Improving your shopping experience by collecting customer feedback, building self-service resources, and studying data for high-impact opportunities
• Intercepting new visitors with proactive support to raise the conversion rate
• Helping customers who have unsatisfactory experiences, winning some of them back
• Encouraging happy customers to purchase more, leave reviews, refer new customers, and remain loyal to your brand

Ready to learn how to fill your customer service positions with agents who will make an impact? Let’s get into it. Here’s our 6-step framework to hire the best customer service teams around.

1) Assess your customer service hiring needs

The first step to hiring great customer service reps is to shift from a reactive hiring process to a proactive one. When you hire reactively, you tend to rush hiring and training to get a body in a seat processing tickets as quickly as possible. Of course, this leads to low-quality interactions and dings to brand perception. By proactively forecasting customer service needs, you’ll have time to run a more thorough hiring process to find and hire the ideal candidate.

Here is a quick overview of how to forecast customer service volume:

1. Identify the percentage of orders that typically turn into support tickets. For example, if you historically get about 20 tickets for every 100 orders then you can forecast that 20% of your future orders will turn into tickets. 
2. Use the traction to ticket ratio to forecast how many tickets you expect to receive in the future, based on your sales forecast for the upcoming quarter or another time period. 
3. Use the agent ticket capacity per day, accounting for PTO and sick leave, to determine how many agents you need to process that upcoming ticket volume. Account for ramp-up time for new team members.

The three tips above are just a snapshot of a true forecasting process. Check out our framework for customer service forecasting for more detailed guidance.

Forecasting will help you predict your future needs and shift to a more proactive approach. Remember to give yourself enough time to conduct a thorough hiring process and onboarding program. If you anticipate needing two new agents in Q4, start collecting applications by early Q3.
Forecasting is just one strategy to understand when you should hire. Here are a few additional signals that could mean your team is understaffed: 

1. Declining metrics: Each week, you should check on important metrics that measure your customer service management such as first response time, handle time, and customer satisfaction. If you start to see these metrics decline, it could mean your team can’t keep up with ticket volume and needs additional support.
2. Team morale: As part of your customer service team meeting cadence, you should have regular team huddles, manager-led 1:1s, and anonymous climate surveys.  Managers should work to foster trust and open dialogue so agents can share their stress. Don’t be afraid to ask them directly about their workload. If agents start to report challenges, especially if the concern comes up across multiple agents, you may need to staff up. 

You may find that you need additional support, but you may not need to hire people full-time to solve the problem. You may be able to support your core team with other solutions such as:

1. Efficiency improvements: If you’re like most brands, you’ve frankensteined together a customer service process, piece by piece. Consider doing a workflow audit to identify opportunities to improve the team’s workflow with process improvements, email templates, and customer self-service options. 
2. Changes to coverage schedules: You may have the right amount of agents, but simply have a schedule that leads to ticket buildup. For example, if everyone is staffed M-F, response and resolution times will suffer over the weekend. Look into your hour-to-hour ticket volume, especially on conversational channels like live chat and phone, and schedule agents whenever you have peaks in incoming tickets.
3. High-quality outsourced help: Hiring full-time employees is cumbersome and expensive, and sometimes more than you need. By working with a high-quality outsourced team, you can bridge the gap to have additional agents on a custom schedule or just for a season of high volume. 
4. Overtime opportunities: If your agents are currently salaried, you could change them to an hourly model so they can earn overtime during busy weeks. Don’t make this decision without consulting the agents. They might be enthusiastic, but they might also dislike that your solution for being understaffed involves working more hours.

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That said, you may conclude that you need to hire new agents. Here’s how to do it well. 

2) Create a target hire persona for the role

Before you start your search, I recommend taking some time to understand your hiring needs and describe your ideal candidate.

First, take stock of:

• Everything the customer support team does today
• Everything the team wants to do but doesn’t have the bandwidth for
• Everything the team currently does that could be phased out with process improvement or recalibration of ownership

Once that’s done, you’ll be better prepared to understand:

• What existing roles need to be filled or staffed up
• What new roles need to be developed
• What type of skills would match each of those needs — this is where your target persona comes into play

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A target persona is a tool we developed to build clarity around your jobs to be done, the skills needed to accomplish those jobs, the type of person who would succeed in this role, and how you’ll measure that person’s success.

The value is similar to an ideal customer profile (ICP) for sales and marketing. By defining the core qualities you need ahead of time, you can create a sharper job description, distribute the job posting in more targeted channels, and decrease the time it takes to find the right person.

What to include in a target hire persona

Below are the key sections to include in a target hire persona: 

Mission:

• What is the purpose of this position in your organization?
• Why does it exist?
• What will the role focus on?
• Why are you hiring this person now?

Outcomes:

• How will you measure this person’s success?
• How will you keep this person accountable to the mission described above?
• Use specific, clear, and quantifiable outcomes to answer both questions above.

Competencies:

• What experiences and qualifications should this person have?
• What attributes and customer service skills will help this person succeed? (For example, is it more important to be organized or empathetic for your specific needs?

Culture fit: 

• Separate from the role, what are the specific attributes that make someone a culture fit for your team? 
• These will vary depending on the company, but it’s very important to define these so that you can screen otherwise qualified applicants if they aren’t a culture fit.

Customer service agent target hire persona example

We put together a full customer service agent target hire persona example that you can access and modify for your own needs. Consider revising the mission and outcomes slightly to match your needs, and adjust the target experience for your specific company.

Have questions? Feel free to reach out! 

3) Create a job posting that sells (and market it)

Once you have a target hire persona completed, it’s time to start marketing- yes, I said marketing, just like how you grow your business. 

Typically, when someone is hiring they simply put together a job description, post it on a few job boards, and work with the applicants that come in. This is especially true for customer service hires, which are unfortunately seen as low-value.

This approach leads to a small number of low-quality applicants. The kinds of A-players you’re looking for aren’t scouring job boards and responding to basic job postings — they’re likely crushing it at their current role.

Here’s how to create and distribute a job posting that reaches the right people and convinces them to apply:

Sell the role in the job posting

Remember, hiring is a two-way street. You have to impress the candidate just as much as they have to impress you. Don’t just publish a list of duties and requirements on a job posting website with an application link. Instead, sell the role (and the company) by using parts of the target hire persona above:

Clearly explain the company’s current position, mission, and goals. Share a bit of the journey you’ve been on so far and the successes you’ve had. The right candidate will be excited about your particular growth stage and the opportunity to help you with the next leg of the journey.

Also, dedicate some space to selling your team and unique company culture. This doesn’t need to be all rainbows and unicorns: great candidates know building a great company takes hard work. But they should be able to get an understanding of your company’s unique values, priorities, and ways of working. Describe and share examples about how your teams collaborate, the level of autonomy, accountability, coaching, and support they can expect, and the general vibe of a day-in-the-life of your team. 

Finally, paint a very clear picture of what success looks like by sharing the outcomes and target metrics. This will ensure the applicants understand what you want to accomplish before your first conversation. Clear success metrics will also attract goal-driven people with an “I can do that” attitude. 

This may seem like a lot of work, but you’ll save time by getting higher-quality candidates quickly, and in the long run, having to rehire due to rushing into a bad hire.

How to drive a lot of quality applicants

An enticing job description gets you halfway to an inbox full of strong applications. Now, you have to get that job description seen by a lot of high-quality candidates.

Remember, great team members don’t typically spend their days scouring job boards to find a new job. You need to catch their attention in other ways to spark their interest in jumping ship and joining your brand.

Here are multiple ways to drive a lot of great applicants for your role:

Publish on multiple job boards. For example, if you are working with a remote team, consider publishing on WeWorkRemotely or Remote.co. If you are hiring locally, leverage a few different job boards such as Indeed.com or ZipRecruiter.com to get the best coverage. LinkedIn is also a good option for both local and remote hires. If possible, make the extra investment to make a premium or boosted posting. And, especially if you are in a challenging niche, consider specialized job boards and communities. The Support Driven Slack community, for example, has a job board for ecommerce community service positions. 

Another best practice is to share the role with your network. Send a few messages to peers who may know someone fit for the role and publish the posting on your social media. Also, encourage your team to do the same — they’ll be working with this new hire, after all. Again, don’t just copy/paste the link. Sell the role to attract the best candidates. 

Finally, involve your customers in the recruitment process. One of your customers may want the job or know someone else who could be a good fit. Customers who love and use your products have a great head start: they’re familiar with your brand, your shopping experience, and the benefits of your products. And since customer service skills can be transferred from many other types of roles, your customer base may have more qualified candidates than you expect.

4) Screen applicants async to avoid wasting time

A great job description effectively shared means you’ll have a steady stream of applicants. You might feel overwhelmed with the workload of screening applicants to find the right hire. And rightfully so: Applicant screening can turn into a lot of work if you do it with typical in-depth reviews of each applicant and blocking out time for interviews. 

Interviews are important, and we’ll explain how to hold a customer service interview below (including interview questions to use). But first, here’s how to effectively screen the large number of applicants you’ll receive to find the best possible hires. 

Quiz them on the job posting

Screening starts by gauging how well applicants read through the details of the job posting. If they’re not willing to spend the time reading and following the instructions on the job posting, odds are they won’t be detail-oriented in the role. 

By asking a simple question or making a request deep within the content of the job posting, you can quickly screen whether applicants read it. For example, you can ask applicants to start their cover letter with, “ready to rock!’“ This way, you can skip over anyone that didn’t catch and follow the instruction. 

Optional: Assign a micro take-home assignment

At HelpFlow.com, we skip take-home assignments because our hiring process is so thorough. However, since customer support agents spend most of their days writing, you may choose to request a short writing sample at this stage.

If you opt to include this step, consider keeping the writing sample very short — something applicants can complete in 10-15 minutes. However, be aware that more up-front work from your candidates means:

• You’ll spend more time reviewing applications
• You may lose some qualified job seekers due to a too-strenuous application process — but they likely wouldn’t be the most committed hire

Send them a common customer question or one of your most common customer problems. Give them resources like a knowledge base article and your policies so they have all the necessary information. At this stage, you’re looking for their ability to communicate clearly and empathetically. 

Request a brief video questionnaire

Rather than jumping straight to an interview, send a brief questionnaire to the applicant so they can tell you more about their experience in a short video message. There are tools such as Spark Hire that make this easy. But a simple list of questions and instructions to send a response using a screencast tool like Loom is just as easy. 

For the questionnaire, you should ask open-ended questions to get a sense of how their experience and capabilities fit your needs. You might also choose to include a fun, get-to-know-you question to get a better sense of their personality. 

Asking why they think they are the best fit for the role is a good starting point, as it gives them the ability to provide more context than they typically would in a text response. Also, this gives you the ability to compare their experience to the target hire persona. The way someone answers this question typically makes clear if they’re a fit at a high level.

Consider asking questions like:

• Why do you think you’re the best fit for this role?
• What are you looking for in your next role?
• How are you looking to grow and learn?
• What’s a mistake you made and learned from?
• How would your friends and family describe you? 
• If you could have any superpower, what would it be?

In their video response, you’ll see their communication skills, confidence, and personality — without having to schedule dozens or hundreds of 30-minute meetings.

5) Conduct two interviews to assess fit and experience

Interviews can be time-consuming. They take time to schedule and conduct, especially if you put too many people through the entire interview process. Multiple rounds of screening ensure you only invest time in the most promising candidates.

Ideally, your job posting results in hundreds of applicants. Your first screening (described above) gets you down to about a dozen, max. The first interview we’re about to describe gets you down to the single digits — about four or five. Then, you’ll only have to deeply interview those four or five candidates to find your new hire(s).

1) A quick interview to assess skills and mindset

This first interview is a brief (20- or 30-minute) phone call to learn more about each applicant's skill set, goals, and mindset. Skills aren’t the only prerequisite for success: True rock stars have a growth mindset and will look at this opportunity as the next step in a passionate career.

At the beginning of this interview, we like to build up the candidate’s confidence by saying something like, “We had ### applicants and you’ve made it this far, so you’re definitely a strong person for this role. We’re confident you’ll be successful regardless of whether you work for us or get scooped up by someone else.”

Then, you’re ready to start asking questions.

Questions to understand their goals and mindset

• What does success look like for you a year from now?
• What do you want to accomplish in this role?
• What specific achievements will make you feel the most successful?

These questions should feel familiar, and that’s because they should roughly align with the mission and outcomes you chose in the target hire persona. Of course, candidates didn’t read that document so it’s unfair to expect perfect alignment. But they will help you understand which applicants are the best fit for your needs.

For example,  if your target hire persona was a systems thinker who can help with problem-solving and organization across your team, you might look for answers about strong processes and great teamwork. Alternatively, if you’re looking for a brilliant customer-facing agent, you might seek answers related to empathy and customer advocacy. 

Also, a lack of clear, focused goals at this stage is a red flag. If someone answers vaguely or responds with a variation of “I just want a good customer service job and your company seems great,” then they’re not going to be a rock star on your team.

Questions to understand skillset

Skills are a difficult thing to discuss. If the candidate prepared well, they’ll likely know what skills you need for the role based on the job posting and find ways to weave those skills into their answers. They may also have completed courses or customer service certifications that indicate what they can do, but it's important to go beyond that and get a sense of real-world applications of these skills.We like to ask a series of questions that force candidates to reflect on their skills in a slightly different way. Here’s how we get there:

• We’re going to talk to a few people you’ve worked with at the end of the application process, should you make it that far. What’s a role you succeeded in, and who was your boss in that role? If we talk to them later in the interview process, how do you think they’ll describe you? What parts of the job would they say you excelled at?

Again, you’re looking for clear answers and alignment with your target hire persona. 

Second, gauge which parts of the job they’re least skilled and excited about. Here’s how we might get at this answer:

• Now I want to understand the opposite. What are some things that boss would say you’re not great at? Or maybe, what are some things you’re capable of doing but don’t love?

To make this question a bit less intimidating, we usually share an example. We’ve often used the example, “I’m able to whip up some graphic designs for our website and they look pretty good. But graphic design is something I just hate doing. It’s a tedious process and I would rather have a marketing person handle that if at all possible, so I can focus on my strengths.” 

This question allows the candidate to essentially complain about select aspects of the role. You’re not looking to trick someone into disqualifying themselves from the running. However, you are trying to avoid a situation in which you hire someone to spend all week doing something they’d rather avoid.

Once they answer, consider asking follow-up questions to get more examples and context.

Questions to understand teamwork and self-awareness

• How would past supervisors rate you on a scale of 1-10?
• How would your peers rate you on a scale of 1-10?

These questions are quick and help you understand whether their previous answers were honest and self-aware. 

Ask them for the name of two previous bosses and two previous colleagues. Explain that you won’t reach out to those people yet, but might if you extend an offer. 

Once they give you names, ask how each person would rate them on a scale of 1-10 — insist on a single number for each. You’re looking for lots of 8s and 9s. If you see a trend of 7 or lower, that could indicate this person has — and may have oversold themselves when discussing their skillset earlier in the interview. Also, 10s across the board show a lack of self-awareness and growth mindset. 

By the end of this interview, you’ll have a solid understanding of whether each candidate’s skills and mindset fit your needs. Move the best candidates onto the final interview, thank the rest for their time, and invite them to re-apply for future roles — after all, each role should have a specific target hire persona, and they might just fit your next opening a bit better. To thank them for their time, you can also refer them to anyone else in your network that’s hiring.  

2) A deep-dive interview to know you have a great hire

Each candidate that makes it to this final interview should be a pretty great fit for the role. Some companies might go straight to a job offer at this stage, but the risk of bringing on the wrong new hire still exists.

The deep-dive interview will last two hours. Two hours might seem like a big investment. But two hours is nothing compared to investing two or three months into a candidate before realizing you need to start the hiring process over because they’re not a great fit.

A deep-dive interview gives you a crystal-clear understanding of each candidate’s entire career history, their ability to communicate clearly and effectively in a long-format meeting, and their personality. After this conversation, you’ll have zero doubts about which candidate is your rock star.

Here’s how the deep-dive interview works.

Set up a two-hour conversational interview with a small panel

When you invite the candidate to this meeting, be clear about:

• The goal of the meeting
• The format of the meeting
• The list of attendees

If you give the candidate some context behind such a long meeting, they can approach the interview with more preparation and less anxious energy. 

As far as the list of attendees, you can make a decision based on your team’s makeup and availability. If possible, we recommend inviting the hiring manager, a senior manager, and a peer to introduce the interviewee to the team they’ll work with (and vice versa). However, you can also run the interview solo if that works better for your team. 

Once you assemble the panel and schedule the interview, the long-form interview itself is quite straightforward and formulaic. Here’s what it looks like:

Discuss every full-time position the candidate has had, in chronological order

Start from the beginning of the candidate’s resume and discuss each and every full-time role in their job history. For early parts of their career (or jobs that are not related to your open role) you can move quickly through these questions. But it is important to discuss each role.

By digging into every single part of the candidate’s career with a standard set of questions, you will get a clear overview of how they’ve performed and what makes them tick. 

Ask the same set of questions for each position

What makes this interview process effective and simple is that you ask the same questions for each role. This gives the interview a conversational flow that produces powerful insights. Here are the questions:

• What were you hired to do? This gives you an idea of the mission and outcomes they were hired to accomplish
• What accomplishments are you most proud of? This helps you understand whether they accomplished those goals and what they value in terms of achievement
• What were the low points of the role? This helps show the candidate’s self-awareness and growth mindset, and gives you a chance to spot red-flag trends — that said, recognize every job naturally has high and low points
• Who was your boss? What was it like working with them? This gives you context for your reference call later on and tells you how the candidate likes to be managed

Together, these answers give you a good idea of their specific experience in customer service roles, their experience with handling a helpdesk and the challenges of customer service, and some insight into their soft skills that a shorter interview could never provide.

Don’t bother with a take-home assignment for these qualified candidates

Many companies will assign a test assignment this late in the process to do a final check on the skillset and quality of candidates. We don’t recommend a test assignment — especially at this point — because assignments are too simple to game and sometimes give candidates a bad impression of your company because you asked them to do “free work.” 

If you want to use an assignment, keep it short and earlier in the process. But at this point in the process, the deep-dive interview will give you much richer information. Specifically, it helps you understand what the candidate will actually be like on your team before you invest in onboarding and two or three months of work.

6) Use reference checks to get more context and certainty

Most people treat reference checks as a way to make sure the candidate told the truth on their resume and during the hiring process. That can be part of the process, but the greater value of reference checks is to get even deeper context into the candidate’s skills and work style.

Here’s how to approach reference calls:

• Use the deep-dive interview to decide who to contact. If the candidate mentioned a particularly important or interesting relationship, success, or challenge, make a note to call their boss in that position to get more information.
• Chat with references for 5-10 minutes. These conversations should be informal and conversation — you want the major takeaways about what it’s like to work with this person.
• Give the reference person context. Start on a positive note, explaining that you’re hiring for a customer support role and the candidate in question seems like a great fit. 
• Ask high-level, open-ended questions. Questions like “Is what they said true?” limit the conversation. Instead, ask questions like “What was it like working with this person?” or “What kind of role would this person excel in?”
• Ask about strengths. For example, ask “What’s a project this person absolutely crushed? What responsibilities did they nail every time?” Ideally, the answers align with the candidate’s self-reported skills and strengths.
• Ask about challenges. For example, say, “They mentioned [the challenge] at your company. How did they handle that challenge?”. Then, open it up: “What are some other areas of improvement for them?” By framing this positively as improvements, you’ll get more direct feedback about the candidate's rough spots. 

Each call takes fewer than 10 minutes but gives you valuable insight into the highs and lows of working with this person. Again, similar to the deep-dive interview, you’re looking for patterns across reference calls more than any single answer. If the candidate’s answers line up with the answers you get during the reference checks, the candidate has high self-awareness and emotional intelligence — both important qualities in customer service. 

By the time you go through the entire process with multiple candidates, you’ll be certain about the best fit(s) for your open role(s). And once you’ve run this interview process a few times, it will become much more efficient and much less daunting. 

Bonus: How to choose a start date and win over unsure candidates

As we mentioned earlier in this guide, hiring is a two-way street. You have to win a candidate over just as much as they have to win you over. Once you choose a candidate, here’s how to give yourself the best chance for an accepted offer and a successful start.

Tips for sending an offer letter they’ll want to sign

If all went well, the candidate should be thrilled that you offer them the job. However, they may be considering other offers and it never hurts to demonstrate that you’re a thoughtful employer that’s genuinely excited about working with them.
First, consider giving them a call before sending the offer letter. Most candidates will appreciate hearing the enthusiasm in your voice and getting the news directly from the hiring manager, who they spent the entire process getting to know. Plus, you have the opportunity to get a verbal yes.

When you send the letter, give them a sign-by date. This gives them some parameters, adds a bit of urgency to the decision, and helps you develop a contingency plan with other top candidates in case your top choice declines the offer.

Last, consider asking everyone involved in the interview process to send a personal note to the candidate, especially if the candidate is on the fence. The candidate will end up working with these people, so an authentic and personalized note expressing excitement could make the difference between an acceptance and a declined offer.

Choose a start date that works for candidates and your business

Throughout the interview process, you should clarify when the candidates hope to start. Once you make the offer, don’t be afraid to encourage them to take a week or two off before starting the new job — they’ll appreciate the time off, plus it’s a signal that your company takes preventative measures against employee burnout. And if you’ve moved away from reactive hiring, this shouldn’t be too big of a hassle for your team.

Last, if you’re hiring multiple agents, work to start them on the same day. This way, you can onboard in cohorts, giving each new hire a buddy for support and companionship. Plus, you’ll save time by giving each training session once instead of multiple times for each hire. 

Master Hiring Customer Service Agents with HelpFlow.com and Gorgias

The hiring process isn’t about filling seats, it’s about building a team that strengthens morale, tackles challenges, and ultimately drives your brand forward. While it’s definitely possible to hire agents more quickly, quicker isn’t always better. A single bad experience with a customer service agent can cost you customers and damage brand equity. A team of bad hires can kill the future of your entire company. 

If you rush the hiring process, problems during onboarding, new-hire retention plummets, and the top talent you had before these bad hires start to leave. It’s better to invest time upfront to ensure you only hire A-player team members. 

Want help scaling your customer support team with agents who can provide an amazing customer experience and work with larger company goals in mind? HelpFlow runs customer service teams for over 100 brands and can help you level up your customer service operation. Check out our Gorgias Premier Partner profile and contact us today to learn more.

And if you’re struggling to streamline the workflow of your team and turn customer service into a profit center, check out Gorgias — the customer service platform built for ecommerce. Sign up for a free trial today.

But before going into details, let’s learn why you should add a chat button to your online store. 

Why does your Shopify store need a live chat?

If you’re running an ecommerce business, you know how difficult it is to turn every visitor into a customer and then a repeat one. With a live chat, you can deliver personal touches that help make your job much easier. 

Here are the benefits of adding a live chat to your online store:

• Catch potential customers as they’re contemplating a purchase. When a website visitor is in the midst of their decision-making process, you can send a proactive message letting them know you’re available to chat immediately. 
• Increase conversion rate. According to Forrester’s research, customers who engage in a live chat conversation with a business are 2.8 times more likely to complete a purchase.
• Improve customer engagement. A live chat is a 1:1 conversation, which is a great way to engage potential customers on a personal level and make them feel more connected to you. 

Sounds great, right? 

You might be excited to have one! So, let’s move on to discover the best live chat app for your Shopify store.

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Gorgias live chat: The best Shopify live chat app

Gorgias gives you a powerful live chat widget that you can add to your Shopify store or other ecommerce stores like Magento and BigCommerce. It’s one of the best Shopify live chat apps, with over 400 reviews on the Shopify App Store. 

Gorgias live chat features:

• Trigger personalized live chat conversation with shoppers on product pages to boost sales
• Answer visitors customer support requests in real-time to remove any sales objections or doubts
• Know on which pages customers are
• Get all previous customer purchase information and conversation history (regardless of the channel) close to the conversation thread to provide personalized advice and support
• Install live chat, SMS, and other messaging apps for multiple stores and centralize all conversation in one place
• Respond in one click using pre-made templates 
• Perform actions like rewarding loyalty points without leaving the chat
• Display data from third-party ecommerce tools like Smile.io, Yotpo, Klayvio, etc., in your live chat backend and insert them in any message in one click
• Respond in one click using pre-made templates 
• Set up automated responses and bot for common tickets like “Where’s my order?”
• Classify, assign and prioritize tickets depending on the content, but also on the sentiment and intent detected by AI

About pricing, Gorgias offers you a 7-day free trial with full access to premium features. Its pricing plans are reasonable and affordable than Zendesk Chat, Tidio Chat, and other live chat software. 

Bonus: Gorgias is also an ecommerce ticketing system! It offers omnichannel communication, i.e., email, live chat, phone, SMS messaging, and social media.

Use Shopify Inbox? Learn why Gorgias is the #1 Shopify Inbox alternative.

Steps to integrate Gorgias with your Shopify store 

To follow along in this tutorial, you’ll need a Gorgias chat account. If you haven’t had it, click here to sign up for an account and enjoy a 14-day free trial with full access to all advanced features. 

After that, take these steps to install Gorgias on your Shopify store:

Step 1: Log in to your Gorgias helpdesk.

Then, from the right sidebar, click Connect Shopify to enter the Shopify integration page.

Step 2: In the Shopify integration page, click the Add Shopify button at the top-right corner. 

Here’s what you’ll see:

Type your store name in the Store name box. Then, click Add integration, and your Shopify store will be integrated into Gorgias in a second:

Done! You’ve just integrated your Shopify store with Gorgias successfully. Move on to learn how to create your first Gorgias live chat. 

Steps to create a live chat widget

Do as follows:

Step 1: Click the Connect live chat option on the right menu of the Tickets view. 

You’ll be directed to the Chat integration page as below. 

Step 2: Click Add chat to open the New chat integration page. 

On this page, you can add a chat title, edit introduction text during and outside business hours, change colors and language of the chat window.

When you’re done with customization, click Add new chat.

At this point, you already have a real-time chat box. Now you need to add it to your Shopify store. 

Steps to add a live chat to your Shopify store

To add a live chat to your Shopify store, just switch the button on the right side of your Shopify store name from OFF to ON.

Then, go to your Shopify store to see how Gorgias live chat appears:

To further customize your live chat widget, check out these tutorials:

• Advanced chat customization
• Chat campaigns
• Chat quick replies
• Chat assignment setting 

Note: If your store isn’t on Shopify, you can copy the JavaScript code and paste it on your website above the </body> tag. No plugin required. 

Start talking with your Shopify customers in real-time!

Create a Gorgias account right now and follow this guide to add a live chat to your Shopify store. Your customers are waiting to talk with you.

In case you have any questions, don’t hesitate to contact our fantastic customer support team. We’re more than happy to help you. 

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Businesses run on happy customers. Happy customers generate repeat business, share positive reviews, and refer others to your brand. Plus, happy customers are cost-effective. Getting a new customer typically costs more than keeping your current ones around.

Net promoter score (NPS) measures how likely a customer is to recommend your brand to someone else. This metric was invented by Fred Reichheld of Bain & Company in 2003 and is a surprisingly good indicator of a company’s success. Companies with high NPS for their industry grow revenue 2.5 faster than their competition, according to research from Rob Markey, founder of Bain & Company’s Customer & Marketing practice.

Want to evaluate the success of your customer experience, product, and overall business? You should measure NPS. Here is a closer look at NPS, including how to calculate and benchmark your score.

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What is net promoter score (NPS) and what does it measure?

Net promoter score (NPS) is a metric to calculate the quality of your customer experience across every channel based on whether or not your existing customers are likely to recommend your business to someone else.

The net promoter score for your business is essential because it directly reflects how well your business satisfies your customers. It also shows the number of promoters you are creating through your company. It allows you to quantify the sentiment of your customers so you can better serve and satisfy them.

So what, exactly, is NPS measuring? Most directly, it indicates how much of your customer base would recommend your product to others. However, people treat NPS as a metric for brand loyalty, customer satisfaction, overall customer service, and happy customers.

NPS is one of the most common metrics to measure your brand’s customer experience and growth potential. Lumoa, a customer survey company, surveyed customer experience directors. Of the respondents, two-thirds said they prioritize and track NPS.

NPS terms explained

Calculating your NPS score isn’t difficult once you understand the three types of responses: 

• Promoter: A promoter is a customer who responds to the NPS survey question with a nine or a 10. They are highly likely to recommend your business to others. These customers are likely to bring you new customers because of their recommendations. The majority of your referrals will come from these satisfied customers.
• Detractor: A detractor gives a 0 to 6 response on the survey. These are usually unhappy customers who are not likely to recommend you to others. They may even detract from your business by posting bad reviews and warning people to stay away from your brand.
• Passive: A passive responds with a score of 7 or 8. These are part of your customer base and may remain loyal, but they are not happy enough to recommend your business to many people. They do not impact your NPS.

Net promoter score formula + how to calculate

The formula for net promoter score is: Total % of promoters - the total % of detractors = NPS

NPS scores are significant for measuring the overall quality of your customer support and interactions. Fortunately, collecting NPS is relatively straightforward — it all boils down to one simple question:

"On a scale of 0 to 10, how likely are you to recommend our product to someone else?"

On this scale, 10 is the highest response: Customers who choose 10 are “extremely likely” to recommend your brand. And 0 is the lowest “not likely at all” response. 

Let’s walk through how to calculate net promoter score step-by-step:

• Separate your survey results into promoters, passives, and detractors. When you ask for customer feedback with the NPS question, their ratings will group them into one of three categories: promoters, passives, and detractors. Go through your responses and categorize them accordingly. 
• Determine what percentage of the total number of responses are promoters and what percentage are detractors. Leave passives aside.
• Subtract the percent of detractors from the percent of promoters. That number, which should range from 1 to 100, is your NPS.

Example of NPS score calculation

Here’s an example: You have a survey that comes back with 60% of the respondents being promoters, 10% of the respondents being detractors, and 30% of the respondents being passives. This is what your NPS calculation would look like:

60% promoters - 10% detractors = 50 NPS

In this scenario, the NPS score is 50. The NPS is always an integer, never a percent.

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Interpreting your NPS results

A perfect NPS would be 100, but you can score as low as -100. A score below zero is considered poor because it means you have more detractors than promoters. Negative scores indicate your business may have a high churn rate and will struggle to grow. A score of 0 to 30 is acceptable, but anything above 30 is best.

Also, your overall NPS is only one piece of the puzzle. Once you know how to collect survey responses and calculate your score, you can drill down to determine which factors impact your score most.

For example, NPS may vary across your products. If so, you can start investigating whether the low-scoring products are low-quality, have misleading marketing, or something else entirely. Likewise, NPS may vary depending on the customer service channel customers use. If so, you may want to bolster your omnichannel customer service offering.

What’s considered a good NPS score?

This is a tricky question to answer. NPS scores range from -100 to 100, so any NPS above zero technically means you have more promoters than detractors. The traditional score breakdown looks like this:

• Scores between 1 and 30 are acceptable.
• Average scores between 31 and 50 mean you’re doing pretty well.
• Between 50 and 70, you’re doing fantastic.
• Scores above 70 are considered beyond amazing — and sometimes unattainable since it would mean that all or nearly all of your respondents are promoters.

In practice, looking at others in your industry is usually better to determine what is good and what isn’t. Pay particular attention to whether or not your business is B2B or B2C, as B2C scores tend to vary much more widely based on the nature of the consumer products industry. 

ClearlyRated’s 2022 NPS Benchmarks for B2B Service Industries illustrates this well, with most B2B service NPS ranging from 23 to 60. In the B2C market, on the other hand, the average NPS ranges from 5 to 62 for 2022.

What’s considered a bad NPS score?

With NPS, the goal is always to have more promoters than detractors. So, like any score above zero is technically positive, any NPS of zero or lower is a negative score regardless of your industry because it means you have more detractors than promoters.

Whether you want to improve a good score or bring a lousy score up to par, it’s usually about providing a better customer experience. If your score is lower than you’d like, it’s time to analyze the customer experience you’re providing to find weak areas that could improve.

NPS benchmarks across industries

Of course, your score doesn’t mean much without context. Retently’s 2023 NPS benchmark provides excellent data on the average NPS across industries:

• Insurance: 74
• Financial services: 71
• Retail: 61
• Ecommerce: 50
• Healthcare: 45
• Communications and media: 29
• Internet software and services: 9

Don’t lose hope if your NPS is lower than the numbers above. Every brand is different, and every brand starts somewhere. The most important project is to continuously improve your NPS, regardless of where you stack up against competitors.

Three ways to collect and calculate net promoter scores at scale

The formula is simple enough, but you might want to create a system to process your score continually. We have three recommendations:

1) Create an Excel or Google Sheets NPS spreadsheet

If you’re comfortable with Excel or Google Sheets, you can set up a spreadsheet to perform your net promoter score calculation. To do this, you will need to follow these steps with the COUNTIF function:

• Define promoters using =COUNTIF(R:R,”>=9″), detractors with =COUNTIF(R:R,”<=6″), and passives with =COUNTIF(R:R,”=7″) +COUNTIF(R:R,”=8″)
• Copy and paste the customer responses into the column, and Excel or Google Sheets will count them for you
• Add the NPS equation into the spreadsheet using this formula: =(Promoters - Detractors)/Responses * 100

Plugging these formulas into your spreadsheet allows you to keep tabs on your NPS in real time, updating it as you need to when new survey responses come in.

2) Use a free NPS calculator tool

If you're not great at using Excel, you can also use free NPS calculator tools online. To use one of these, you only need to count up the customer responses on their surveys and put them in the NPS calculator platform. Many survey tools allow you to export the scores easily.

Some good options for free NPS calculation include:

• Delighted
• Hotjar
• NPS Calculator

3) Use a survey automation tool with NPS capabilities

Before calculating your score, you’ll have to send a survey to customers to collect their responses. Some survey tools have NPS calculations built in.

If you use Gorgias as your customer service platform, you can easily integrate a survey automation tool to collect and calculate responses like:

• Simplesat and Gorgias
• Delighted and Gorgias
• Reveal by Omniconvert and Gorgias
• Retently and Gorgias

We love and recommend all these tools, but as an example, let’s look at how Delighted and Gorgias work together. Delighted helps you spin up an automated NPS survey — one of many survey templates they offer. Then, you can automatically send out the survey to customer segments on multiple channels via Gorgias:

Source: Delighted

Best practices for NPS effectiveness and accuracy

An accurate NPS score helps you grow your business, overall customer retention, and referrals. An inaccurate NPS may point you in the wrong direction. Accuracy doesn’t just mean you used the formula correctly — it also means you’re measuring the full breadth of your customer base and customer journey.

Below are some best practices to implement to make your NPS as accurate and helpful as possible.

Decide whether you'll use a relationship or transactional survey (or both)

First, the type of survey you use is important. There are two main types to choose between: relationship surveys and transactional surveys.

Relationship surveys try to measure a customer's brand or company loyalty. They ask questions about the overall customer experience and how satisfied the customer is with your company. You will send these to your customer base at specific intervals to help you evaluate the quality of your customer experience and support.

Transactional surveys focus on a particular transaction — for ecommerce, this is usually a purchase. The survey questions focus on that transaction, not the overall customer experience. This type of survey might give you better information about the specific product purchased, though it can also skew up or down if the customer contacted customer support.

Most of the time, you’ll start with relationship surveys. Before you drill down to specific products and transactions, it’s helpful to benchmark your customers’ overall sentiment, loyalty, and promoter status.

If you don’t have a helpdesk, you can use standalone NPS software to collect contact information and send surveys. But suppose you have a helpdesk like Gorgias. In that case, you’ll have an easier time automating your NPS surveys with one of the NPS survey tools listed above because your helpdesk already has customer contact information and can automatically send surveys after purchases or customer service interactions.

Limit the number of questions you include as part of the NPS survey experience

When you decide to contact, you may be tempted to ask as many questions as possible to maximize the insights you receive. We get it; we love customer insight, too. However, response rates for NPS surveys are low, and customers are even less likely to respond to longer surveys.

You’ll have higher response rates if you focus your NPS surveys on two questions:

• On a scale of 0 to 10, how likely are you to recommend our product to someone else?
• Tell us why you selected that score

Let customers answer an open-ended question right after they provide their score

As we said above, you should follow up after a respondent gives you their score to understand why they answered that way. Leaving the question as optional won't impact the number of NPS questions you get back, but you may get some critical qualitative data from customers who choose to fill out the open-ended question.

Open-ended questions require more than a "yes" or "no" response. Here are some examples of open-ended questions that work well:

• What disappointed you about your experience?
• How could we improve your experience?
• What do you like the most about our product/service?

Make this question about the customer, using plenty of second-person pronouns, and let them have an open forum to add a response. Use the information you gather to help you improve your customer satisfaction in future interactions.

Just get started and aim for statistically significant sample sizes later on

It's easy to get caught up in details and never actually launch your NPS survey. While you want an effective survey, don’t let perfect get in the way of done. Even if you only have a small amount of data initially, you will have some. NPS surveys are not one-and-done; you can optimize your next survey to get more responses.

Start with the relationship survey and send it to your current customers. Then, after receiving responses, tweak your survey and send it to different customer base segments. Continue tweaking the frequency, wording, and targeting until you get a statistically significant number of survey responses.

Don't wait to start until you have a perfect system — you'll lose valuable data if you do.

Optimize when you send your surveys

Experiment with the timing of your survey to maximize the total number of respondents. We’re unaware of any universal best practice for the time and day of the week to send out NPS surveys. The timing will depend on your specific customer base, so experiment until you find the sweet spot.

Some survey automation tools, like those mentioned above, will send surveys in response to customer actions. For example, a customer could get a survey a few hours (or days) after purchasing or contacting customer support. This is a great way to ensure you target customers who are actively engaged with your brand.

Want to improve your survey response rates? Check out our list of best practices for improving your NPS response rate.

Test your survey before you send it out to customers

Finally, ensure you test your survey in-house before sending it to actual customers. There is nothing worse than a poorly worded, poorly functioning survey. Send a test survey to people within your organization first, and make sure it gets to their inbox and not the spam folder.

What might trigger a spam flag in the invitation email for your survey? Here are some things to avoid:

• All-caps in the subject line
• Too many exclamation points
• Words like "act now," "free," and "urgent matter"
• An image with little text in the email body
• Too many font sizes, colors, and types

Send the invitation email to people in-house and make sure everything works. The email should open, be easy to read, work on multiple browsers and email programs, and make sense to the reader. Take feedback from your team to tweak the email and ensure the survey has the best chance of getting read and responded to once it reaches your customer.

Create a process to handle low NPS scores

The primary purpose of NPS is to give you an overall impression of brand loyalty. Another benefit is to identify — and fix — low-NPS interactions as they happen.

We recommend identifying some of the top reasons for low scores and implementing a system to respond to incoming low scores quickly. In Gorgias, for example, you can set up an automated Rule to automatically create a ticket for incoming NPS scores and assign low NPS scores to a dedicated agent.

As your team grows, you can even dedicate agents to each common issue: damaged products, delayed shipping, etc. Gorgias’ intent detection automatically analyzes tickets to identify the root cause of the problem and, combined with Rules, can send each issue to a specialized agent:

Source: Gorgias

Treat those flagged low scores as priority tickets and establish a suitable solution for each reason. For example, you could send a gift card to customers who receive a late or damaged product.

These conversations may be sensitive and challenging, especially among VIP customers. So, we recommend activating phone support as a last line of defense for customers with a negative experience.

Raising your NPS is one of the revenue-generating tactics from our CX-Driven Growth Playbook, which is based on research of over 10,000+ top ecommerce brands. Check out the playbook for 17 more actionable tips to drive revenue by improving your CX.

Don’t stop at NPS: Also measure customer satisfaction (CSAT) score

Net promoter score is a rich metric, but it’s not the only — nor necessarily the best — way to gauge customer loyalty. One issue is the premise of the survey itself: Just because a customer might promote your brand doesn’t mean they’ll stay loyal. A customer might recommend your product to a friend but choose not to purchase it again because your product is too expensive for them.

We recommend complimenting your NPS efforts by measuring customer satisfaction (CSAT), mainly to gauge the performance of your customer support team. Whereas NPS helps you understand the potential for referral-based growth, CSAT asks about customer loyalty more directly: How satisfied are you with the help you received today?

If you use Gorgias, you can automatically send customer satisfaction surveys after closing a conversation with a customer:

Source: Gorgias

This information will be displayed in future discussions to give the next agent context about this customer’s past experiences with your brand. Plus, you can zoom out to get a sense of CSAT across your entire customer base with the platform’s customer satisfaction dashboard:

Source: Gorgias

Data from our CX-Driven Growth Playbook indicates your CSAT and revenue are linked. For example, raising your CSAT from 4/5 to 4.9/5 can raise your overall revenue by 4%.

Want to better understand your ecommerce business’s overall performance with metrics like conversion rate, acquisition costs, and lifetime value? Check out our guide to ecommerce KPIs.

Want to zoom in on your customer service department’s performance with metrics like NPS, CSAT, and support performance score? Check out our guide to evaluating customer service.

Learn how Gorgias helps ecommerce companies measure and improve key metrics

A good NPS score means your customers are happy and they are spreading the news about your product via word of mouth. Gorgias helps ecommerce brands improve customer experience to drive customer loyalty, referrals, and revenue.

One of our customers, Bagallery, saw their NPS go from 19 to 41 after partnering with Gorgias. Another client, Comme Avant, now maintains a nearly perfect NPS after switching to Gorgias.

And with Gorgias, NPS is only the tip of the iceberg for reporting and analytics. You have access to reporting dashboards like our Support Performance dashboard, which combines many key customer service metrics, and our Live Statistics dashboard, which shows up-to-date information about each agent's performance.

Sign up for a free trial to see Gorgias' powerful tools for reporting, analytics, and omnichannel customer support.