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The Gorgias & Shopify Integration: 8 Features Your Support Team Will Love

See how Gorgias’s Shopify integration makes customer support easier—fewer tabs, faster replies, happier customers, and more revenue.
By Holly Stanley
0 min read . By Holly Stanley

Managing customer support as a Shopify store owner can feel like juggling too many tools at once.

Constantly switching tabs to look up orders, update customer information, or track returns wastes valuable time. Plus, it prevents your team from focusing on what really matters––delivering quick, personalized customer service

Gorgias’s Shopify integration solves this. It keeps all your Shopify data in one place, so your team spends less time toggling tabs and more time helping customers. The result? Faster responses, better service, and more revenue.

Below, we break down the eight key capabilities of this integration, each paired with practical use cases to showcase its real-world value.

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1. View Shopify data in tickets

What it does: Shopify order data is displayed directly within support tickets, allowing agents to view essential details like order status, customer information, and transaction history without leaving the helpdesk.

Use case: An agent handling a “Where’s my order?” request can instantly check tracking information and update the customer.

The fashion retailer Princess Polly improved their customer experience team’s efficiency by using Gorgias's deep integration with Shopify. Agents can view and update customer and order data directly within Gorgias, eliminating the need to switch between multiple tabs.

Taking a streamlined approach led to a 40% increase in efficiency, an 80% decrease in resolution time, and a 95% decrease in first response time

Screenshot of Shopify order data within Gorgias ticket
Customer order data, including their shipping address and product details, can be found directly in the ticket.

2. Perform Shopify Actions

What it does: Agents can update Shopify order and customer data with Shopify Actions right in Gorgias.

Key features:

  • Create a new order: Add existing products or custom items, apply discounts, modify quantities, add notes and tags, and choose to charge taxes. Then set the order as Paid or Pending and email the invoice to the customer.
  • Duplicate an order: Replicate an existing order and make adjustments as needed.
  • Cancel/refund an order: Cancel or refund orders by setting quantities to refund, specifying shipping amounts to refund, providing reasons for cancellation, restocking items, and notifying the customer.
  • Edit shipping address: Update the shipping address for an order.
  • Insert product links: Add product links or product cards from tickets so customers can add the product to their cart quickly.
  • Display the customer’s cart: View the exact items the customer has in their cart at the moment they reach out via Chat.

Use case: Agents can perform Shopify actions directly from Gorgias, such as adding products, applying discounts, updating quantities, or issuing refunds.

Screenshot of duplicate order Shopify action in Gorgias ticket.
Agents can perform Shopify Actions like duplicate an order directly from Gorgias.

3. Embed customer-specific Shopify data in Macros

What it does: Create templated responses called Macros with dynamic Shopify variables to automatically incorporate customer-specific information. 

Key features:

  • Dynamic variables: Macros can include variables that pull real-time data from Shopify, such as order status, tracking numbers, and customer details.
  • Automated actions: Beyond inserting dynamic content, Macros can perform actions like tagging tickets, setting statuses, or assigning conversations to specific agents. The automation streamlines workflows and ensures consistent handling of similar inquiries.

Use case: A customer inquires about their order. With one click, the agent uses a Macro that pulls in the order status and expected delivery date, creating a faster and more personalized response.

Take Try The World, a gourmet subscription service, needed a robust Shopify integration to handle an increasing volume of customer inquiries. By switching to Gorgias, they gained the ability to unify conversations and embed Shopify data directly into Macros. Now, agents could quickly generate personalized responses that included order details, tracking links, and customer-specific information. 

Try the World’s support team’s efficiency skyrocketed, enabling them to handle 120 tickets per day, up from 80, and reduce response times to just one business day. 

Screenshot of templated response with Shopify data in Gorgias ticket.
Shopify data lets agents create Macros, templated responses with personalized data.

4. Provide product information with Macros

What it does: Macros with embedded Shopify data let agents quickly and accurately share pre-sale information like product links, stock availability, and discount codes, helping to convert prospective customers into buyers.

Key features:

  • Dynamic Shopify variables in Macros: Agents can use dynamic variables to pull real-time product information.
  • Pre-built responses for common questions: Macros can include templated responses tailored for pre-sale inquiries, such as providing direct links to products or applying discount codes.

Use case: A customer asks if a specific product is available in their size and color. The agent can apply a Macro that automatically pulls the product's inventory details and includes a discount code, sending a response like this:

“Hi {{ticket.customer.firstname}},
Great news! The product {{ticket.customer.integrations.shopify.products[0].title}} is currently in stock in the size and color you’re looking for. You can check it out here: [Product Link]. Use the code WELCOME10 at checkout for 10% off your first order! Let me know if you have any other questions!”

How it helps:

  • Eliminates manual search and typing for agents.
  • Ensures accurate, real-time product information for customers.
  • Improves the likelihood of converting inquiries into sales.

5. Enable self-serve order management in Chat 

What it does: Using Gorgias’s chat widget, customers can track orders or manage their purchases on their own with no agent assistance needed.

Key feature:

  • Order management automation: Customers can access real-time order information, including status updates and tracking details, through the chat interface. This automation reduces the volume of live chat inquiries by up to 30%.

Use case: A customer wants to check the status of their recent purchase. By accessing the Chat widget on your website, they can enter their email and order number and receive instant updates on their order's progress, including shipping and delivery information, without waiting for an agent's response.

How it helps:

  • Automates routine inquiries and frees up your support team to handle more complex issues.
  • Enhances customer satisfaction thanks to immediate responses.
  • Reduces the need for multiple communication channels, consolidating support interactions in one place.

6. Use Shopify variables in Rules


What it does: Rules paired with Shopify variables can automate various support tasks, such as identifying specific customer segments or tagging tickets, to boost efficiency and consistency.

Key features:

  • Automated tagging: Rules can automatically tag tickets based on specific Shopify data. For instance, you can set up a Rule to tag tickets from customers with high order counts or significant total spending as "VIP."
  • Prioritization of tickets: Rules can prioritize tickets that meet certain criteria, such as high-value orders or repeat customers.

Use case: A customer with a history of substantial purchases contacts support. A rule detects that the customer's total spending exceeds a predefined threshold and automatically tags the ticket as "VIP." 

This tag can then trigger other workflows, such as assigning the ticket to a senior support agent or escalating its priority.

How it helps:

  • Improves customer experience by prioritizing high-value customers.
  • Maintains consistent service quality.
Rule setup for auto tagging VIP customers
Rules let you identify VIP customers using Shopify variables.

7. Track revenue with reporting

What it does: Gorgias offers comprehensive reporting that allows you to measure how your support interactions influence sales.

Key features:

  • Tickets converted: Tracks the number of support tickets that led to a sale within five days of the ticket's creation.
  • Conversion rate: Calculates the percentage of created tickets that resulted in sales, helping you assess the effectiveness of your support team's interactions.
  • Total sales from support: Sums the revenue generated from orders associated with converted tickets, accounting for refunds and order adjustments to provide accurate figures.

These metrics are accessible under Statistics → Support Performance → Revenue in your Gorgias dashboard. You can filter the data by integration, ticket channel, tags, or specific time periods to gain detailed insights.

Use case: By analyzing Revenue Statistics, you can identify which support channels or agents are most effective in driving sales. For example, if live chat interactions have a higher conversion rate, you might allocate more resources to that channel. 

Additionally, recognizing top-performing agents can inform training programs to elevate overall team performance.

For example, One Block Down, a Milan-based streetwear brand, struggled to manage a growing volume of customer inquiries across multiple platforms. By integrating Gorgias with Shopify, they centralized all customer interactions into a single platform, giving agents instant access to crucial information like order history and returns directly within tickets.

The setup allowed the team to measure the direct impact of their support efforts on revenue. 

The result? An impressive 1,000% increase in support-generated revenue and a 1-hour average first response time. By connecting the dots between customer service and sales performance, One Block Down demonstrated how proactive, data-driven support can directly influence the bottom line.

How it helps:

  • Quantifies the revenue generated from support interactions.
  • Faster team optimization with data-driven insights.
  • Understanding the correlation between support interactions and sales can help refine customer service strategies.

Screenshot of Revenue Statistics dashboard in Gorgias.
Revenue Statistics highlight which support channels and agents are best at generating sales.

8. AI Agent integration

What it does: AI Agent automates Shopify actions like canceling orders, editing order details, and reshipping items.

Key features:

  • Cancel Shopify order: AI Agent can automatically cancel unfulfilled orders upon customer request, restocking the items and issuing a full refund. A confirmation email is sent to the customer once the cancellation is complete.
  • Edit order shipping address: When a customer needs to update their shipping address, AI Agent verifies if the order is unfulfilled, confirms the new address with the customer, and updates it in Shopify accordingly.
  • Replace order item: AI Agent facilitates item replacements in orders by confirming the item to be removed and the new item to be added, checking stock availability, adjusting payments if necessary, and sending an updated order confirmation to the customer.
  • Reship order for free: In cases where an order is lost in transit or arrives damaged, AI Agent can duplicate and resend the order at no additional charge.
  • Remove order item: If a customer decides to remove an item from their order, AI Agent can handle the removal, restock the item in Shopify, process the refund for the removed item, and notify the customer of the updated order details.

Use case: A customer realizes they've entered an incorrect shipping address shortly after placing an order. They contact support, and AI Agent promptly verifies that the order is unfulfilled, confirms the correct address with the customer, updates the shipping information in Shopify, and sends a confirmation email—all without human intervention.

How it helps:

  • Automating routine order management tasks reduces the workload on human agents.
  • Quick and accurate responses to order modification requests lead to a better customer experience.
  • Automated processes ensure consistency and accuracy in handling order changes, reducing the likelihood of human error.
Screenshot of AI Agent Actions.
Using Gorgias’s AI Agent you can customize multiple Shopify actions with Gorgias.

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min read.

Introducing Conversational AI: The Smartest Way to Handle Chat, Actions, QA, and Insights

Gorgias is entering a new era of conversational AI. Watch out for these new and exciting features in 2025.
By Gorgias Team
0 min read . By Gorgias Team

Today, we’re announcing our deeper investment in conversational AI for ecommerce. 

"Since day one, Gorgias has been dedicated to helping ecommerce brands deliver exceptional customer experiences. We started with a helpdesk to centralize support, then introduced AI Agent to instantly resolve support questions,” says Romain Lapeyre, CEO of Gorgias.

“Now, we're taking the next leap forward with an AI Agent that powers the entire customer journey—anticipating buyer needs, boosting sales, and automating high-quality support. Today, I'm happy to announce Gorgias as the Conversational AI platform for ecommerce.”

Gorgias’s Conversational AI platform will let teams provide fast, scalable, and cost-effective support while helping them drive revenue growth. From automatic order changes and refunds to product recommendations and cross-sells, brands will be able to flawlessly combine their support and sales efforts.

The end result is an AI-powered customer journey where every customer interaction feels complete, personal, and connected, both before and after purchase.

Questions in Chat, resolved in seconds

Last year, we introduced AI Agent for email. 

Some brands call their AI Agent Lisa, some call it Wally, and most treat it like a real member of the team. But this reliable support sidekick was only available to answer customers on email—until now.

Get ready for instant responses that tackle support inquiries of all sizes. Now, your customers can enjoy fast responses that keep their shopping experience as smooth as possible.

On top of improving first response times, AI Agent can play an even more critical role in unblocking sales, suggesting products, and driving upsells and cross-sells.

With responses sent in 15 seconds or less, brands can delight customers with near-instant resolutions.

AI Agent responding in chat and email
AI Agent can autonomously respond to customers on email and chat.

Let your AI Agent take action

Actions let AI Agent perform customer requests on behalf of your support team. This includes changing shipping addresses, fetching fulfillment status, canceling orders, adding discounts, and more. 

You can use a library of pre-configured Actions for popular apps like Shopify, Rebuy, Loop, and more. And you don’t need any technical skills to set them up.

With almost half of queries requiring some kind of update, Actions is your go-to for complete resolutions so you can get more accomplished.

AI Agent actions are connected to ecommerce apps
AI Agent can perform actions on ecommerce apps, right from the Gorgias platform.

Quality built into every support ticket

Quality checks have traditionally been manual, time-consuming, and inconsistent. Our brand new Auto QA feature changes that by automatically scoring 100% of conversations on resolution completeness and communication quality—whether from a human or AI agent.

With Auto QA, team leads can:

  • Scale quality consistently and easily. Both human and AI agents follow the same quality standards, allowing for consistent, high-quality customer experiences.
  • Coach smarter. Use real-time QA ratings in tickets to give agents targeted feedback.
  • Track team performance. The dashboard highlights metrics by agent, showing what’s working and where to improve.
The Auto QA Score includes resolution, accuracy, efficiency, communication and text field for feedback
Receive automatic QA checks on all customer conversations with Auto QA.

Gain clarity on your AI Agent’s impact

Support teams should be in complete control of their AI. That’s why the AI Agent Report and AI Agent Insights were created—to help you know exactly how your AI Agent is performing and contributing to your customer service operations.

The AI Agent Report provides full visibility into AI Agent’s performance, covering metrics like First Response Time, CSAT, and one-touch ticket resolutions. Fully integrated into your Support Performance Statistics dashboard, the report includes:

  • The percentage of tickets automated by AI Agent
  • The number of tickets closed by AI Agent
  • Success rates for one-touch resolutions
  • How satisfied customers are with AI Agent’s responses
AI Agent performance displays metrics like automation rate and customer satisfaction
Monitor AI Agent’s performance with a glimpse into metrics like automation rate, closed tickets, and customer satisfaction.

AI Agent Insights takes it a step further. It analyzes AI Agent’s performance data and provides you with a dashboard of recommendations, including potential automation opportunities, popular ticket intents to optimize, and knowledge base improvements.

AI Insights show automation metrics and top intents
Find out which areas of your support workflow could benefit from automation with AI Insights.

Meet your new AI sales assistant

Soon, we’ll be expanding our AI capabilities with the launch of AI Agent for Sales, a tool designed to assist customers on their shopping journey.

AI Agent for Sales helps brands boost their sales capabilities through smart product recommendations, on-page checkout assistance, and personalized conversations. Now it's easier to reduce cart abandonment, suggest complementary products to boost average order value, and overcome pre-sale objections.

This new tool will bridge the gap between marketing and CX, ensuring brands can scale personalized interactions 24/7 without increasing headcount.

Coming soon: AI Agent for Sales
AI Agent for Sales is coming to chat soon.

Looking ahead with conversational AI

As we continue to innovate with conversational AI, our focus remains on helping you succeed.

By combining smarter tools with valuable insights, we’re creating opportunities for you to put your customers first and build deeper connections at every touchpoint.

Join us as we pave a new way for the future of ecommerce.

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min read.

AI Quality Assurance: The New Standard for Customer Support QA

Help your CX team deliver better service with AI quality assurance for fair feedback and consistent customer support.
By Christelle Agustin
0 min read . By Christelle Agustin

TL;DR:

  • The landscape of QA is moving from manual to AI-powered, where AI can analyze every customer interaction, uncover patterns, and suggest data-driven changes at scale.
  • Automating QA allows ticket reviews to be routine. This means customers will always receive high-quality support.
  • Every customer interaction is reviewed with AI QA — not just a sample. This gives support leaders full visibility into performance and service quality.
  • AI QA saves time and improves agent and AI Agent feedback. By automating ticket reviews, agents receive instant, unbiased feedback, and leaders can focus on big-picture CX improvements.

This year, 71% of customer experience (CX) leaders are using AI and automation to handle the holiday shopping season. These tools, including AI agents and email autoresponders, speed up tasks like responding to customers and updating orders.

But answering tickets isn't enough. Responses must also be high-quality, whether from humans or AI. And while customer satisfaction (CSAT) is the standard measure of how successful these interactions are, they have major limits.

CSAT scores don’t tell the full story about whether agents were helpful or if they used on-brand language. These gray areas in quality lead to missed sales, higher return rates, and frustrated customers during peak periods.

AI quality assurance (QA) is changing that. In this article, we’ll see what QA looks like today, how AI can simplify the process, and how CX teams can use tools like Auto QA to improve quality across all conversations.

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Traditional customer support QA is falling by the wayside

Today, QA in customer support is a largely manual responsibility. Customer conversations are reviewed by CX team leads to ensure customer satisfaction and identify areas for agent coaching. Team leads evaluate agent responses against a checklist of best practices, including the proper use of language, product knowledge, consistency, and helpfulness.

However, reviewing tickets takes a long time.

QA is important, but it's hard to prioritize when customers are actively waiting for help with refunds, urgent order edits, or negative reviews. And when CX teams are under-resourced and short-staffed, it’s easy to put QA on the back burner. 

What’s more, as AI plays a bigger role in responding to customers, quality assurance must evolve to ensure the quality of AI-generated responses, not just human responses. 

Over time, the lack of QA in CX can hold back support teams for three reasons:

  1. Delayed feedback makes it harder for agents and AI tools to improve.
  2. Leaders have less time to train agents and refine workflows.
  3. Inconsistent service risks losing customer trust and loyalty.

What is AI-powered QA in CX?

AI-powered quality assurance (QA) uses AI to automate the process of reviewing customer interactions for resolution completeness, communication, language proficiency, and more. 

Instead of team leads spending hours manually sifting through tickets, AI takes over and evaluates how well tickets were resolved by agents.

Shifting this traditionally manual work to an automated process pulls teams out of the weeds and into more beneficial work like speaking to customers and upselling.

Manual vs. AI-powered QA
Manual QA is prone to inconsistent checks and fewer tickets reviewed compared to AI-powered QA.

With AI QA, routine ticket reviews are not just an optional part of your customer service strategy, they become a permanent part of it. The road to greater customer trust, resolution times, and stronger product knowledge becomes easier.

Read more: Why your strategy needs customer service quality assurance

Why choose AI-powered QA over manual QA? 

Manual QA is like trying to review a handful of tickets during a flood of new customer requests. Team leads can only focus on a small sample, leaving most interactions unchecked. Without complete visibility, creating a standard across all interactions is challenging.

Now, switch over to AI QA. You don’t have to choose between QA duty or answering tickets — QA checks are automatically done. You’ll still need to monitor AI’s performance, but now there’s more time to focus on creating strategies that improve the customer experience.

Here’s how AI QA and manual QA measure up to each other:

Feature

AI QA

Manual QA

Number of Tickets Reviewed

All tickets are reviewed automatically.

Only a small sample of tickets can be reviewed.

Speed of Reviews

Reviews are completed instantly after responses.

Reviews are time-consuming and delayed.

Consistency

Feedback is consistent and unbiased across all tickets.

Feedback varies depending on the reviewer.

Scalability

Scales, regardless of ticket volume.

Struggles to keep up with high ticket volumes.

Agent Feedback

Provides instant, actionable feedback for every resolved ticket.

Feedback is delayed and limited to a few cases.

Leader Advantage

Frees up leaders to train the team and improve workflows.

Disadvantageous, as leaders spend most time manually reviewing tickets.

7 benefits of using AI quality assurance in CX

AI quality assurance helps CX leaders move beyond manual reviews by offering fast, thorough insights into performance and customer needs. Here are seven key benefits it brings to your team.

1. Improved visibility into customer interactions

AI QA reviews every ticket, giving CX leaders a complete view of agent performance and customer trends. Nothing slips through the cracks, so you can act on real data each and every single time.

What the team wins: Key areas to focus on to improve the customer experience.

What the customer wins: A consistent support experience where their concerns are fully addressed.

2. Instantly identify major customer pain points

Only a third of customers highly trust businesses, and without QA checks in place, that trust only deteriorates.

AI QA feedback can highlight confusing policies or common product issues that lead to unhappy customers. With instant feedback, teams can quickly make changes and create better, consistent customer experiences.

What the team wins: Faster fixes for recurring issues.

What the customer wins: A smoother, frustration-free experience.

3. Faster identification of process gaps

Agents can receive feedback that instantly highlights gaps in workflows or unclear escalation steps. This is an efficient way to resolve issues within the wider team before they become more significant problems.

What the team wins: Process issues are solved quickly.

What the customer wins: Faster resolutions with little to no delays.

4. Standardized scoring for AI and human agents

AI QA evaluates both AI Agent and human agent interactions using the same criteria. This creates a level playing field and ensures all customer interactions meet the same quality standards.

What the team wins: Fair evaluations for both AI and human responses.

What the customer wins: High-quality support, no matter who handles the ticket.

5. More time for coaching and training

With less time spent on manual reviews, leaders can dedicate more energy to team development. Training sessions guided by AI insights help agents improve quickly and ensure the team delivers support that aligns with protocols.

What the team wins: More focused skill-building based on data.

What the customer wins: Clearer and more accurate support.

6. Drives continuous knowledge for the entire team

AI QA is helpful for showing agents which areas they need more training on, whether it's being better about using brand voice or polishing up on product knowledge. This leads to better support processes and stronger product understanding across the team.

What the team wins: Better support tactics and product expertise.

What the customer wins: Faster resolutions due to knowledgeable agents.

7. Enhanced customer experience through consistently high-quality support

Since all tickets are reviewed, teams can feel confident they’re delivering high-quality support on a regular basis. Customers get clear, helpful answers, while agents gain insights from every ticket with AI feedback.

What the team wins: Consistent support performance.

What the customer wins: Reliable support they can trust.

How accurate is AI QA?

AI QA analyzes tickets using predefined categories to evaluate how complete and helpful agent responses are. Let’s take a closer look at how it maintains accurate ticket reviews with an AI QA tool like Gorgias’s Auto QA.

It measures multiple metrics

Auto QA evaluates tickets based on three key areas: Resolution Completeness, Communication, and Language Proficiency.

For Resolution Completeness, it checks if all customer concerns were fully addressed. For example, if an agent resolves only one of two issues raised, the ticket is marked incomplete. Tickets where customers resolve issues on their own or don’t respond to follow-ups can still be graded as complete if handled appropriately.

Communication quality is scored on a scale of 1 to 5, assessing clarity, professionalism, and tone. Agents earn higher scores when they provide clear solutions and remain positive throughout the interaction.

Finally, Language Proficiency evaluates whether an agent displayed high proficiency in the language of the conversation. The score considers how well spelling, grammar, and syntax were employed.

Auto QA in action
Gorgias’s Auto QA scores agent responses based on communication and completeness.

Teams can improve AI with their own feedback

Auto QA isn’t set in stone. Team leads can expand on AI-generated feedback by adding their comments. For example, if a resolution is graded as ‘Incomplete,’ a team lead can explain why and provide additional context. This helps clarify the evaluation for the agent and also helps the AI model improve over time.

How to get started with AI quality assurance using Auto QA

Ready to bring the benefits of AI QA to your team? Here’s how to get started with Auto QA:

  1. Audit your current QA process to identify gaps. How do you currently review tickets? Pinpoint areas where manual QA falls short, such as inconsistent feedback or missed interactions.
  2. Pilot Auto QA with a small team. Introduce Auto QA to a small group of agents to test its impact. This allows you to find out how the new QA process fits into your workflow and how it affects agent performance.
  3. Use AI insights to refine processes. Analyze the feedback Auto QA provides to identify process gaps or recurring issues. Use these insights to update your workflow, improve training, and address root causes of customer pain points.
  4. Gradually scale adoption across the team. Once the pilot is successful, roll out Auto QA to more agents. Make sure everyone is trained on how to use its insights and integrate the tool into daily operations.
  5. Monitor and provide feedback to improve AI accuracy. Review Auto QA’s evaluations to ensure accuracy. Add manual feedback as needed to fine-tune its scoring on future tickets.
  6. Measure the impact on performance and satisfaction. Track key metrics like ticket close rates, resolution times, and customer satisfaction scores. Use this data to understand how Auto QA transforms your QA process and drives better results.

Make high-quality responses a standard with Auto QA

AI QA isn’t just about automating ticket reviews — it empowers CX leaders to focus on what truly matters: training and improving processes.

Leave spot-checking and inconsistent application of policies and brand voice in the past. As a built-in feature of Gorgias Automate, Auto QA makes high-quality customer interactions your brand’s standard. 

Book a demo now.

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min read.
Create powerful self-service resources
Capture support-generated revenue
Automate repetitive tasks
Create powerful self-service resources
Capture support-generated revenue
Automate repetitive tasks

Further reading

Customer Loyalty Ecommerce

Customer Loyalty: Bringing The Human Touch Back To Ecommerce

By Mollie Woolnough-Rai
3 min read.
0 min read . By Mollie Woolnough-Rai

Ecommerce has become awash with digital bells and whistles. Technology has no doubt enhanced the shopper experience but the rapid rate of digital innovation has had a profound effect on customer expectations. By 2020, customers expect brands to automatically personalize experiences to address (not just predict) their current – and future – needs.

But, although customers expect more in terms of tech, they still crave the person-to-person connection. In fact, 75% of consumers want to see more human interaction, not less.

At LoyaltyLion we know that bringing back this human-touch depends on providing a good customer experience. Clearly, a worthwhile cause, as studies show that 86% of shoppers who received great customer care are more likely to repeat purchase. By going the extra mile to treat your shoppers as people – rather than numbers – you can secure a faithful, constant customer base.

Here are three insights that will help you bring the human touch back to your online store.

Use Data To Personalize Communications

Each customer is unique. They interact with your brand in different ways, all while having their own personal needs and desires. When a customer feels that you have taken the time to understand their unique requirements, they will trust and value your brand more.

Data and personalization go hand in hand. By using member information to learn how customers engage with your loyalty program, you can understand their feelings towards your brand and react accordingly. Being data-driven is the key to true e-commerce success.

One golden opportunity to personalize your communications this is through targeted emails. Use your Gorgias dashboard to identify past interactions and purchases, as well as a customer’s loyalty points balance. You can then use that member data to create bespoke rewards that you can send right to your customer’s inbox.

Maybe you’ve noticed that they keep eyeing a specific product range? If so, give them discounts on new products in that collection to tempt them to back to buy again. Or perhaps you’re aware that they’re just a couple of points away from their next reward. Give them a little nudge to return and receive their reward sooner. For example, LoyaltyLion user Dr. Axe alerts customers when they have rewards waiting to be claimed, and suggests a particular product to redeem that reward on.

Find Ways To Delight Customers

Shoppers love to feel that they’re your only priority and that you care about them on a personal level. They want to feel valued as individuals, not just another number in an extensive database.

Loyalty strategies should incorporate ways to surprise and delight customers. For example, making it easy to offer customers points on their birthday or taking a moment to personally congratulate them when they’ve made a certain number of purchases with you. Beauty Bakerie, for example, offers their customers 500 points on their birthday.

With Connectors for Shopify Flow, it’s easy to use LoyaltyLion and Gorgias to set up triggers that automatically create tickets on a customer’s birthday, reminding a representative to get in touch. It’s the thought that counts and going the extra mile will ensure your customers trust and remember you. Plus, you’ll feel good about it too!

Convert Negative Experiences Into Positive Ones

Customers get frustrated when they feel their complaints aren’t taken seriously. Dissatisfied customers will tell between nine and 15 people if they have a bad brand experience. Using Gorgias’ helpdesk and macros, you can help resolve complaints whilst maintaining a personal touch. For example, ethical online yarn store, Darn Good Yarn uses the helpdesk to analyse and automate how they solve common customer issues, using a whole database of the shopper’s history to address specific queries in a more informed way.

If you are reacting to customers have had a negative experience, your loyalty program can help you demonstrate you care. You might consider offering bonus points or benefits such as free delivery, or moving them up a loyalty tier so that they can unlock more exclusive rewards in the future. These tokens of appreciation can turn a bitter experience into a sweet deal.

Research shows that 94% of customers who have their issues solved painlessly said they would purchase from that company again. This shows that helping customers to solve their problems is key to securing their long-term loyalty. Treat your most valuable customers well by making their shopping experiences as easy as possible. In return, they’ll give you their loyalty.

It’s all about people-to-people

In a world where technology and data can give ecommerce stores a competitive edge, there’s a risk that we could lose touch with the human side of retailing. Human exchanges are still, and always will be, the primary driver of loyalty. So, use digital personalization to your advantage and treat your customers as individuals.  

Small Engineering Team As A Competitive Advantage

Small engineering team as a competitive advantage

By
6 min read.
0 min read . By

It's been over 3 years since we've started working on the Gorgias helpdesk. The engineering team started with just me (Alex) and then gradually grew to a team of 5 people. We're a small team, but we've accomplished a lot during this period. Here are some stats from 0 code/customers/revenue in Oct 2015 to this:

  • Handled over 16 million tickets.
  • 2000 daily active sessions with an average length of ~4h each.
  • 600 paying customers (companies).
  • 17% MoM revenue growth.

Modest numbers to be sure, but we're very proud that people use our product in a big part of their workday and hopefully are becoming more productive while doing so. The whole idea behind our product is to scale customer support with as little resources as possible. Given this, perhaps it's only natural to build our product with a small team as well?

We've been suffering chronically from "not having enough people" - we still do. That forced us to adopt a certain engineering culture that I want to talk about in this post.

When we first started building Gorgias, having just a few people on the team allowed us to progress at a pace where we could collect real feedback from our customers with things that really mattered to them rather than building every feature they ask for. A lot of their asks seemed legitimate, but because we didn't have a lot of people it forced us to prioritize the critical, high impact things first.

Having a small team can act like a barrier that blocks you from building a bloated product.

I want to make more of a case for the above statement, but first I'd like to get a bit more into what we did during the 3 year period.

Once we've build an initial version of the app and got our first customers we quickly realized that building a "second Gmail" is super-hard:

  • Communication protocols (email/facebook/etc..) are complicated - we knew that before we even started, but it's difficult to describe the amount of work that needs to get done to make them work correctly. The amount of corner cases and weird protocol quirks is just staggering. In fact I would even go ahead and say that if you're integrating with any kind of external systems (webhooks, REST apis, etc..) then you're going to have a very hard time making them work correctly.
  • Having a highly-available and fast app is very hard when you don't have a team of full-time SREs. Scalability was not our big concern when we first started because we didn't have customers, but having an app that was always on was very important, remember the ~4h average session length? It meant that we had to make some architecture and infrastructure decisions that allowed for a high uptime.
  • Customer support software space has a very high barrier for entry these days. You need to have certain features before people start to even consider you as a platform. The switching costs are high as well because now you have to train your people on a new app and changing people's routine is hard.

It takes a lot of effort to get to a point where you can compete with the likes of Gmail or Zendesk - both amazing products btw. This was definitely the case for us, for close to 2 years we had only a couple of customers and our product wasn't that good if we're being honest.

So what changed a year ago? To put it simply: our product didn't suck anymore. Or sucked less. It had that minimum set of features and stability that made it attractive enough to our main customer base (Shopify merchants) that were passionate about productivity in the customer support space. That, and the tenacity of our CEO Romain who was convincing everyone that they should use us.

So we started having our second wave of early adopters and all our hard work was finally starting to pay-off!

Now that we had more and bigger customers we were starting to have performance issues, our app was slow, suddenly we were starting to get bombarded by viral facebook posts events or promotional events via an email campaigns, we didn't have enough monitoring in place, our app was pretty inefficient, the main database was a frequent source of congestion. So we started fixing those issues while still receiving numerous feature requests.

Thankfully we didn't actually optimize our code that much before (no customers!) and there were a lot of low hanging fruits at first, but it still put a lot of stress on the team which was becoming tired and overworked and requested to hire more people to build those features and help with the performance issues.

We all agreed that it would be for the best to have more people on the team, but hiring is hard. Competent coders are not just randomly looking for the next gig. SF is also a very expensive city and for a startup that raised $1.5M and a 2 years of money burned we couldn't really compete with other players in town. We've started working with some great devs in Europe, we worked with a few talented interns as well and we tried to get by until we could have more customers and hopefully raise some more money to hire more people.

I could speak more about hiring in the Bay Area and there are a lot of things we did wrong and still have a lot of things to learn, but that's probably an even longer post than this one. But yeah, it's hard to find someone good, it's expensive, etc...

So what is the situation right now? Well, it's not much better. We've raise d a seed extension round from SaaStr with Jason Lemkin and hired a few people in the Growth team, but we still have a hard time hiring in SF or remote. In the meantime we have a small team and want to talk about that.

On the importance of saying NO

I think it's important to realize the advantages of having a smaller team and the single most important super-powers that you're forced to acquire is saying NO more often that you would with a bigger team. If you have a bigger team and say no to a feature, new platform, integration, etc.. it's harder to justify the decision. There are arguments like:

... we have enough devs! They are paid to make features, so what's the problem!?

... the data shows that 50% of our customers are saying that they want this or that feature, we must build it!

But do we absolutely need to build that feature? Are the customers going to be a lot less effective with your product otherwise? Is it going to be a big boost for them or just a nice improvement? Once a feature is there you have to maintain it, fix bugs, improve it, etc.. The thing with data driven decisions is that sometimes it can be biased towards some historical practice that might not have a place in your current world.

Now, I'm not saying that you shouldn't listen to your customers, you absolutely have to, but be sure you understand well what they want before taking action and understanding takes time. Having an artificial brake on your enthusiasm might be a good thing.

Engineers build things, the natural tendency is to accept any technical challenge because of ego, curiosity, fun, etc... It takes discipline to say no and stick by it. A small team is making it easier to do it.

Automation

When you have a small team you're forced to automate a lot more often some of your workflows. You don't have the luxury to do repetitive stuff so:

  • You start writing more tests because you don't have people hired in QA and you don't want to repeat the same tests all the time.
  • You add optional static typing, linting and other code quality tools because you don't have time to deal with random type errors or have debates about tabs vs spaces.
  • You resolve repetitive bugs by doing some refactoring because you can't deal with the constant flow of tech support tickets.
  • You make a lot of tasks retry-able so if a HTTP request to facebook failed you don't have to manually retry them.
  • Cronjobs, cronjobs everywhere.

Building the right culture is a long process

People that work at Gorgias come from different backgrounds and sometimes it can be challenging to be on the same page. In some cases our work processes are similar to many other companies:

  • Github for our code and issues.
  • Code-reviews on Reviewable - it's awesome!
  • Jenkins to build our docker images and upload them to google cloud.
  • Kubernetes to run everything on GKE.
  • Sentry to collect production errors.
  • Datadog to monitor everything.

But there is so much more than just the above processes to engineering:

  • The way we all come together and decide how certain things will be built or fixed.
  • The way we talk about a certain API decisions and refactoring.
  • The way we deal with an outage and a bad bug that affects our biggest customers.

These things need time to happen to be embedded in your engineering consciousness and if you're the first-time founder (like myself) you also need the time to understand how to operate in this environment.

Management overhead

Never managed a big team so I can't really speak about it's dynamics, but I would expect that because there are more people there is a lot more bandwidth you have to manage, a lot more people have to agree, a lot more politics have to be settled. I don't look forward to that to be honest, the more time I can get away with hiring as little as possible without a big sacrifice of our growth as a company the more I'll try to delay it.

I conclusion I would say that it's totally fine to have a small team, in fact, I'm considering it a competitive advantage that you should try to keep as long as you can.

The irony

I made a point in this post that having a small team is a competitive advantage, but I also think that we are ready to grow our team a bit. Yep, we're hiring!


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Octane AI Integration

Scale your Messenger marketing with Octane AI and Gorgias

By
1 min read.
0 min read . By

Facebook Messenger is becoming a new marketing channels for brands. They use it as a way to build personal relationships with customers and to drive higher conversion than traditional email marketing.

Today, we're excited to announce our newest integration: Octane AI.

The challenge with Messenger marketing

When a brand launches a marketing campaigns on Messenger, it typically leads to insane conversion rates. That's why the trend is on the rise.

Another consequence is that a lot of customers respond to promotional Messenger communication. This generates a spike of support requests, that your support team has to deal with.

Our integration with Octane AI lets you handle this support spike directly in Gorgias. Your agents have context about the customer: they see the conversation history before the Messenger conversation (did the customer email you last night?), and allow you to take action, like editing or refunding an order

What you can do with the integration

  • Respond to requests from customers, to make sure none of them falls through the cracks
  • See the order data from Shopify next to your Messenger conversations
  • Automatically respond to common questions, such as "where is my order"

Customers are already using Octane AI and Gorgias. Here's what Live Love Polish has to say about the Octane AI and Gorgias integration:

“We’re really thrilled that Gorgias and Octane AI came together to make the customer service experience over Messenger even better for our customers. Accessible customer service is central to what we do at Live Love Polish. Answering customer questions via Messenger has made our customers happier.”

Do you want to give this a shot? If you use both tools, just connect your Facebook page to your Gorgias account and see the magic happen. If not, create a Gorgias account, or sign up for Octane AI.

Do you have questions? Just hit the chat bubble, our team would love to tell you more about the integration!

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Integrate Your Smile Io Account To Gorgias

Integrate your Smile.io account to Gorgias!

By Axelle Heems
1 min read.
0 min read . By Axelle Heems

Loyalty programs are widely used amongst e-commerce merchants to grow and maintain market share by improving the number of repeat customers and attracting new ones. These programs come in different formats - from loyalty points to surprise gifts depending on the level of loyalty of each customer - and have proven efficient to help brands build a community of consumers based on the emotional attachment to their identity and values.

As a customer support helpdesk, Gorgias is focused on providing the best experience for both end-consumers and support agents. Consequently, giving access to the most accurate information about your customers’ loyalty status enables your support team to adapt their answers to customer requests.

Thus, it seemed only natural that we partner with Smile.io, a rewards platform that has helped over 20,000 merchants reward their most loyal customers for performing profitable actions.

With Smile, you can create and manage reward programs such as loyalty points, referrals and VIP programs, to build a fruitful relationship with your customers.

Because Gorgias is appreciated for its ease of use and automation tools, we have decided to build a strong integration with Smile: not only can your support team have easy access to all the necessary data about your customers, but they can also use Smile variables in canned responses (or “macros”) and automation rules.

  • Display your customers’ Smile profiles next to tickets

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  • Use Smile variables (loyalty status, points balance, VIP program, referral url) in both your macros and your rules
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By integrating your Smile account to Gorgias, you’ll be able to improve yet again not only your customer support but also your customers’ engagement to your brand. Our early adopters of the integration are already thrilled by it!

"We're loving the Smile integration so far! Having access to the variables in the automation features of Gorgias (macros and rules) is a game-changer, especially now that we're focusing on improving our loyalty program. It would be great if the integration went a little further in the future to enable editing loyalty points!"

Chris Storey, Founder and CEO at Dinkydoo

If you're already a Gorgias customer, you can connect Smile directly from your Gorgias account, in the Integrations section. If not, you can create an account here and get started in a few minutes.

Announcing The Okendo Integration

Announcing the Okendo integration

By Axelle Heems
1 min read.
0 min read . By Axelle Heems

Here at Gorgias, our aim is to provide the best customer support tools to our clients, whatever their specific needs. The more you grow, the more we work to develop our offer so that you can benefit from a tailor-made spectrum of integrations. As your business becomes more successful, you need to adapt your website to a fast-growing community of consumers, especially regarding the quality of your reviews and how they appear.

This is why today we are proud to announce our new partnership with Okendo, a customer-marketing platform perfectly suited for high-performance Shopify businesses.

Okendo helps Shopify’s fastest growing companies like oVertone, Paul Evans and Dormify build vibrant customer communities through product ratings & reviews, customer photos/videos and Q&A.

Along with this, Okendo gives you the tools to leverage customer generated content across other marketing channels such as Google Search, Google Shopping, Facebook and Instagram.

Since one of the key advantages of using Gorgias is to manage all your customer support in one dashboard, we decided to design a straight-to-the-point integration:

If a customer leaves low rating review such as < 3 stars and/or with negative sentiment, Okendo can automatically create a ticket in Gorgias. This way, your staff can quickly engage in a conversation with them to understand what went wrong, and address the issue immediately.

Okendo-Review-screenshot-1

We believe this integration will take your customer support teams to the next level, as Okendo has already convinced some of our key clients.

"One of our biggest assets is our unique customer community, so being able to maintain it as active and engaged as possible is key for our business. And making sure that we address any negative experience efficiently and in no time is just as important: this is exactly what the Okendo integration within Gorgias has enabled us to do, by automatically creating a ticket for these cases with the review displayed right next to it."

Dan Appelstein, Founder & CEO at BeGummy

"Aside from being excellent at building shopper trust, reviews enable us to identify customers who, for whatever reason, have had a less than stellar experience. The Okendo + Gorgias integration enables us to flag these instances and automatically assign a Gorgias ticket to a member of our Client Services Team, so that we can follow up and do our best to assist them with whatever issues they're encountering. This integration, along with Okendo’s consistent availability and unwavering support, have made the integration between these two platforms seamless and successful!"

Jae Sutherland, Director of Client Service at oVertone

If you're already a Gorgias customer, we can introduce you to Okendo to implement the integration directly from your Okendo account. If not, you can create an account here and get started in a few minutes.

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Campus Protein

How Campus Protein built a multi-million dollar business

By Sid Bharath
8 min read.
0 min read . By Sid Bharath

The supplement industry is not often the first thing that comes to mind when looking to start a new business. It’s crowded, the barriers to entry are low, the margins are thin, and there are some established and well-known brands with large budgets to outspend competitors.

And yet, Campus Protein, a provider of supplement to college students that started in a dorm room in 2010, has managed to carve itself a highly profitable niche and power its way to millions of dollars in revenue.

No, there’s no magic sauce or secret weapon that helped them do it. They have the same access to resources as everyone else. In fact, they have a smaller team than older brands in the space.

The only difference is they focused on one thing that others in the industry weren’t, the customer experience. This is the story of how they did that and dominated behemoths like GNC in colleges across the US.

Screenshot-2018-07-18-16.11.41

Identifying The Problem

Before coming up with the idea, founder Russell Saks was just another sophomore at Indiana University. After joining a fraternity, his new friends convinced him to start hitting the gym.

As Russell started getting into fitness, he noticed that every month his friends would head to the local supplements store to purchase $200 to $300 worth of protein and workout drinks. These were the same people who always complained that they didn’t have beer money on the weekends. Yet here they were, spending hundreds of dollars on supplements without batting an eyelid.

In any industry as crowded as the supplement industry, there are always cheaper options. You can go online and buy your supplements at a much lower price than at the local store. However, the drawback is that you have to wait for it. And, as Russell found out, college students never planned ahead and always needed their next tub of protein powder instantly.

Ever the entrepreneur, Russell figured there was an opportunity here. If he could combine the affordability of online prices with the same-day delivery of the local store, he had a business. All he had to do was bulk order product from a low-cost site in advance, store it locally, and then redistribute it to students when they needed it.

As with any business, those initial days were rough. Yes, there was demand and Russell would often sell out each batch soon after they came in, but the margins were razor thin. To maintain cost-effectiveness, Russell sometimes had to take a loss on certain products.

On top of that, Russell found that his life was getting consumed by the fledgling business. To scale it up, he needed help. His friend and first business partner (now Chief Sales Officer), Mike Yewdell, was a fellow student at Indiana University with lots of connections. With his network, they quickly became the go-to source for supplements on campus.

Russell’s next stop was his high school friend (now business partner and CMO), Tarun Singh, who was studying in Boston University at the time. Tarun noticed the same problems at his school and quickly expanded Campus Protein to his school and then the entire Boston area.

The final piece fell into place when they entered into a business competition and won $100,000 to scale up. With the up-front money, they could negotiate deals with supplement makers to improve their margins, and expand to more college to increase sales.

Today, Campus Protein is in over 300 colleges across the US and shows no signs of slowing down. But none of that would have happened if Russell hadn’t been hyper-focused on a certain type of customer and their needs.

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Customer Experience As A Growth Channel

One thing Russell learned early on was that college students had very specific needs. Thus, they craved a personalized experience. They needed help with what supplements to buy based on their goals and budget.

At the local supplement stores, Russell noticed that they couldn’t get any of that. Firstly, they sold to everyone so they didn’t have any expertise specific to the college student market. Secondly, they were trained to sell as much product as possible, so they’d often push supplements that weren’t right for the students.

Russell realized that Campus Protein needed to really understand the needs of a college student to own the market. That meant the company needed to hire students who were into fitness. And so the Campus Rep program was born.

A Campus Rep's main job is sales and marketing. They grow awareness for the brand and encourage help other students achieve their fitness goals.

By recruiting Reps in each college, Campus Protein could keep their core team lean while maintaining a large salesforce on the ground.

This has been the real key to their growth. These Reps are their ideal customers, and they hang out with other prospective customers. Thus, they provide a customer experience that’s far better than anything other brands can offer.

Imagine you’re a college student. Before Campus Protein came along, you had to figure out which products to buy, got pressured into buying unnecessary stuff, and ended up with very little money left over.

Today, you probably have a Campus Protein rep in your gym, wearing a branded tank. He’s giving out free tasters, providing you with workout tips and nutrition advice, listens to your goals, and hands you a card with a link where you can buy exactly what you need for much less. How’s that for customer experience?

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Extending The Experience Online

Campus Protein may be marketing offline with their campus reps but all their sales come from their Shopify website. That’s the best way for them to scale.

Here’s how it works - they have warehouses across the country where they stock product. Because of their deep customer understanding, they know exactly what to stock and what not to stock. The campus reps then go around building awareness, and students head to the website to make their purchase. Because of the warehouse network, they get their products pretty quickly.

Because the actual sale is made online, the website becomes a crucial part of their strategy. If they don’t provide the same level of customer support and care their reps do, they’ll drop the ball and lose the sale. More importantly, they’ll lose trust. One bad experience could hurt their reputation across an entire college.

To replicate the one-on-one support of their reps, they used website chat. In the early days, they started with Zopim Chat. But as they grew, they found that it was too basic for their needs. They couldn’t tell if someone they were chatting with was an existing customer or a new one. They couldn’t tell if it was a new conversation or a continuation of one that happened in a different channel. It was a poor experience for the customer and the company.

Remember, they have a small core team, so they needed a customer support tool that could do the heavy lifting for them. That’s when they came across Gorgias and it allowed them to create an online experience that increased conversions and revenues.

For starters, Gorgias combines all their customer support channels (chat, email, phone, social media) into one unified view, and builds a profile of each customer. When a student chats with them, Campus Protein know if they are a previous customer, can see all past conversations and sales in their dashboard, and can provide relevant support.

Compare that to the typical support you get when you’re forced to repeat your previous conversations each time you chat with someone.

Screenshot-2018-07-18-16.17.21

To speed things up, Gorgias also has macros and templated responses based on the question. For example, if a customer wants to know where their order is, Gorgias presents the support agent with a templated response that pulls in the customer’s order details from Shopify. With just a click, the support agent can answer the question in near real-time.

Automations like this also frees up time for support agents to provide more detailed answers to complicated questions, like when a student asks for nutrition advice. Again, they can provide the same level of caring support that reps do and this helps increase sales.

Another way they increase sales is by detecting if customers are spending a lot of time on a certain page and initiating a chat with them. For example, if someone is on the checkout for too long, Gorgias automatically pops a chat and ask them if they need help. This directly increases conversions.

Screenshot-2018-07-19-09.14.12

Perhaps the most important way Campus Protein uses customer support to increase revenues is by converting feedback into website and product changes. For every question that comes in, they try to understand why it wasn’t obvious on the website, and make the appropriate change. This leads to fewer tickets of the same type and higher conversions.

Widening The Moat

At the end of the day, Campus Protein is just another retailer. In an industry like supplements, anyone can replicate their model, or existing brands like GNC can enter the market. So why hasn’t that happened yet?

Like Warren Buffett says, every business needs to have a moat, something that defends them against competition. In Campus Protein’s case, it’s their deep customer knowledge and the personal level of support they provide.

A college student is introduced to Campus Protein via the local rep. They’re nice, helpful, and remember the student’s name each time. When the student goes online, they have the same experience. Their previous conversations are remembered and even their most complicated questions are answered with care.

Now, you may not be able to create a rep army like Campus Protein for your eCommerce business, but you sure can create an online customer experience that sets you apart from others in your industry.

With Gorgias, whenever a customer creates a ticket on any channel, you have all their information like previous conversations and sales, right there. Instead of asking the customer if they’ve written in before or what their order numbers are, you can get straight to the important stuff. And with all the templates, macros, and automations available, you can do it in minutes.

Screenshot-2018-07-18-16.19.36

When a customer has to decide between purchasing at a store where they forget about you after the sale, versus one where they treat you like a friend and remember you a year later, which do you think they’ll choose?

Give your customers a great experience and, like Campus Protein, you’ll have a business that keeps going up.

Curious about how Gorgias can optimize customer service? Click here to learn more.

Screenshot-2018-07-18-17.08.22-1

Aircall

Gorgias Builds Strong Relationships With Aircall

By Sonia Moatti
1 min read.
0 min read . By Sonia Moatti

Aircall is a cloud-based call center software made for support teams. With Aircall, support agents can track everything from A-Z, on any device, with zero hardware to manage. The right tool to increase agent efficiency and customer satisfaction!

Aircall Makes the Gorgias Helpdesk Complete

After listening to early customer feedback, we quickly realized we needed to find a phone integration that empowered users to manage voice calls as easily as emails or chats.

Traditional helpdesk integrations simply log calls as tickets. We wanted to go one step further and associate the phone call with the right customer. This way, agents can see the full conversation history between the brand and the customer.

By building Aircall’s cloud-based phone into the Gorgias platform, agents can also quickly edit orders while on the phone based on the case history they see. After a call has ended, all notes will be added to the correct customer’s profile along with a link to the full call recording.

Screen-Shot-2018-05-29-at-2.22.45-PM

Why Aircall was the Right Choice

Looking back, the partnership has been mutually beneficial and seamlessly implemented.

Aircall has a well-documented API that our dev team could easily use. We were able to build a working and robust phone integration with Aircall in just a few hours. Four days later, after QA testing, the new solutions were fully functional and ready to use.

Since Gorgias and Aircall both seek to provide the best customer experience possible, cross-company visibility has become a valuable source of new leads and sales. Furthermore, we conduct regular catch-up meetings and share a Slack channel to make sure both teams work hand-in-hand to create the best integration and the best results. The partnership with Aircall is super valuable for both our customers and our respective companies and we strongly recommend each others.

If you're already a Gorgias customer, head to your account and go to Integrations to connect Aircall. If not, you can create an account here and get started in a few minutes.

Optimizing Brand Experience For Revenue

Event #1: Optimizing Brand Experience To Drive Revenue

By Sonia Moatti
2 min read.
0 min read . By Sonia Moatti

Last thursday, we organized our first event at Gorgias. It was the perfect opportunity to celebrate our new round of funding and recent moving to a new office in SOMA, while discussing brand culture and customer experience.

Special thanks to our speakers Renee L. Halvorsen from Marine Layer, Alicia Levine from Sunski, Dorian Greenow from Keto-Mojo and Anthony Benedettini from Dry Farm Wines.

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Here are the key takeaways you should remember:

  • As an e-commerce brand, you cannot compete on price with Amazon and powerful dropshippers. That’s why brand experience is your key differentiation factor.

  • Building a strong brand experience requires to be present on each distribution channel. Don’t let your resellers do the job for you! Sunski for example prepares “environment kits” for their resellers and marketplaces. This way, customers can experience Sunski’s spirit beyond its website.

  • When building brand experience, your community is your key success factor. Create a pool of ambassadors who will promote your brand, and reward them with presents, promo codes, and dedicated attention.

  • Bet on your own team! Building a great mindset within your team will help you create a strong and consistent brand image. At Keto-Mojo, each member of the team does customer service, so that everyone focus on what customers really need. Besides, the founder should inspire a culture of passion and dedication to the product.

You missed our event? Don’t worry, it was the very first of many!

Curious about how Gorgias can optimize customer service? Create an account here and get started in a few minutes!

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