TL;DR:

• Live chat has a positive impact on customer loyalty, sales, and revenue.
• Predefined responses save time and ensure consistent quality.
• Templates for greetings, handling angry customers, managing returns, boosting sales, and ending chats positively.
• Leveraging automation through chatbots can enhance efficiency.
• Balance personalization and efficiency when using live chat templates and scripts.

79% of companies say that live chat has had a positive impact on customer loyalty, sales, and revenue. However, delivering consistently high-quality live chat experiences can be a challenge, especially when live chat agents repeatedly encounter the same questions and inquiries. 

By using a set of predefined responses, you’ll enable your customer service team to save time, ensure consistent quality, and offer a smoother customer experience.

Whether you’re just starting to build out your live chat support strategy or looking to streamline your existing processes, here are some live chat response examples for the most common scenarios your support team will encounter.

{{lead-magnet-1}}

Live chat templates that greet customers

Getting the initial interaction right sets a positive tone and builds rapport with customers. First impressions count! Here are some templates to help your agents start the conversation on the right foot.

Template 1) “Hi there! Thanks for reaching out to [business name]. My name is [agent name] and I’m here to help. What can I support you with?”

Template 2) “Hey and welcome to [business name]! I’m [agent name]. What brings you here?”

Template 3) “Hello! This is [agent name] from [business name]. Thank you for reaching out. How can I help?”

Template 4) “Hi! Thanks for reaching out to us. I'm [agent name]. If you have any questions about [business name] and our [products/services], let me know!"

Personalized, templated greetings like these help live chat agents balance a consistent brand tone with efficiency.

Live chat scripts to address angry customers with care

Dealing with angry customers can be challenging, but having the right scripts on hand can make a big difference by speeding up resolution times and improving customer satisfaction. Here are samples of canned responses for de-escalating tense situations:

Template 5) “I really appreciate you reaching out to us to let us know this happened, [customer name] – I’m going to help resolve this for you right away. In order to get this sorted out, can you please share [photo, more information, etc] with me?”

Template 6) “I am so sorry for the inconvenience that you’ve experienced. That’s not the customer experience we strive for at [company name]. Let me look into this further and see what I can do to make this right. If necessary I can talk with my team to see what else we can do.”

Template 7) “[Customer name], I so apologize for the error on our end. I’m going to look into this for you right away. It should only take a couple of minutes. Thanks for your patience!”

Template 8) “I’m sorry to hear that you’ve experienced this issue and I apologize for the trouble. Let’s work together to find a solution that you're happy with.”

By acknowledging the customer’s frustrations and demonstrating a genuine desire to help, your live chat agents can turn a potentially negative situation into a positive one. That's something that Ren Fuller-Wasserman, Director of Customer Experience at bidet brand TUSHY, feels strongly about:

“We’re fervent believers that even the worst customer experiences are actually opportunities ripe for the Poo-Rus to convert into meaningful customer interactions, experiences where we can show a customer that we’re truly listening and have heard their concerns.

We can’t always solve every problem, but our customers knowing that they have a real live pooping human supporting them through their woes has been invaluable in building lifelong product and brand relationships.”

📚 ‎Recommended reading: How TUSHY Approaches Customer Service vs. Customer Experience

Templates to streamline returns, cancellations, or exchanges

Handling returns, cancellations, exchanges, and other routine customer requests can be tricky, but having the right scripts can help ensure a smooth process. The following live chat examples can guide your agents through the necessary steps while providing a consistent high-quality experience for your customers.

💡 ‎Tip: Gorgias's integration with Shopify means all customer context, like their contact information, past orders, order numbers, and shipping status are available for each agent, right in the customer sidebar. No switching tabs or asking customers for simple details again!

Template 9) “I can definitely assist you in returning or exchanging that item. In order to get the process started, can you send over your [order number, email, etc.]?”

Template 10) “I understand you’d like to cancel your order. Let me review the status and see what I can do. Can you provide me with [cancellation reason, order number, etc]?”

Template 11) “[Customer name], Confirming that I've canceled your order [number of last order] and issued a refund. As a reminder, the refund can take [# of days] to process. We refunded the original amount to the same credit card you used to make the purchase.”

Template 12) “No problem, we can certainly process an exchange for you. Could you let me know the item you’d like to exchange and the new item you’d prefer? ... Ok, I’ve swapped out [item name] for the [item name] you originally selected. Can you please confirm that the following [billing information, address, etc] on file is correct? … Is there anything else I can help with?”

Gorgias has empowered clients like Marine Layer, a clothing retailer known for its fun, vibey brand and high-quality clothes, with numerous retail locations and a strong online presence to excel by using templates.

Emphasizing customer-centric experiences, Marine Layer has harnessed chat scripts to streamline and harmonize communication and reduce first response time, resulting in a 68% decrease in resolution times. This approach, featuring clear, brand-aligned messaging, has significantly boosted online successes, enhancing customer support efficiency, customer satisfaction, and increasing online orders.

Discount coupon templates 

Who doesn't love a good discount code? Letting shoppers know that you're running a promotion can help take them from browse to checkout.

💡 ‎Tip: Gorgias Convert can automatically trigger coupon codes based on different behaviors. For example, yoga brand Manduka shares a discount code in chat when a shopper looks like they're about to exit the website.

Template 13) “Hey there [customer name]! Good news: [company name] is offering a discount on [promotional item or discount amount]. Questions? Let me know!” 

Template 14) “I noticed you’ve been browsing our [product department name/category] collection. I wanted to let you know that we have a special bundle deal that includes [detail the deal]. Let me know if you want to learn more!”

Template 15) “I have some great news - we’re currently offering [discount percentage] off your entire order. Would you like me to apply that discount to your cart? “

Template 16) “Just to say thanks for being awesome, I’d like to offer you an exclusive [discount percentage] off coupon code to use on your next purchase.”

By adapting their approach, agents can elevate a simple sales pitch into a valuable, personalized experience. Through chat scripts, agents are equipped to inform website visitors about general information and perks such as qualifying for free shipping or securing a discount, serving as effective conversation starters that incentivize visitors to make a purchase before leaving a website.

Templates for managing out-of-stock items 

Handling out-of-stock situations in response to customer requests can be a delicate balancing act. On one hand, you have disappointed customers who were eager to make a purchase, on the other, you have the realities of inventory management. With the right chat scripts, agents can maintain a positive experience. Try:

Template 17) “Oh shucks! [product name] isn't available right now. But, it will be back soon. Would you like me to put you on a waitlist so you’re the first to know when it’s back in stock?”

Template 18) “I apologize, but it looks like the [product name] you’re interested in is currently out of stock. We’re expecting a new shipment in the next [number range] business days. Why don’t you provide me with your email address or phone number and I can notify you by email or text as soon as it’s back in stock?”

Template 19) “Unfortunately, the [product name] is sold out at the moment. However, I’d be happy to suggest some similar items that are available if you’d like?”

Live chat templates to help boost sales

When customers are actively browsing your site and adding items to their cart, using proactive customer service messages in your chat scripts can provide valuable guidance and encouragement to help seal the deal.

📚 ‎Recommended reading: How to Leverage the Power of Live Chat for Sales

Here are some scripts that team members can use:

Template 20) “The [product name] is one of our best sellers! Other shoppers love it for its [key feature] and [key feature].”

Template 21) “I noticed you’ve been looking at the [product name]. What questions about it can I help answer?”

Template 22) “Based on the items you’ve been exploring, I think you might really like our [product/service] line. It has [key features/benefits] that are designed for [features]. Does this sound like it could be a good fit?.”

The key is to strike the right balance between guiding the customer and empowering informed decisions. As Shinesty – a rapidly growing, innovative apparel brand known for its distinctive, themed underwear and custom-branded collections – gets it right. “We got a lot of praise from our customers, and they talk highly of our CX team after 1:1 interactions.” – Molly Kerrigan, Senior Director of Retention at Shinesty.

By leveraging these sales-boosting live chat scripts, your customer service team can provide the high-touch service customers appreciate in real time and drive more conversions.

Tactful cross-selling and upselling chat scripts

Offering upgraded products can be a great way to increase your agents’ average order value. These templates can help your live agents navigate the cross-sell and upsell process with finesse.

Template 23) “Since you’re interested in the [product name], I wanted to let you know that we also offer a [upgraded product name] with [additional feature] and [additional feature]. Want to learn more?”

Template 24) “I noticed you had [product name] in your cart. [Product name] is the perfect compliment. Together, they [benefit] and [benefit].”

Template 25) “Great choice on the [product name]! While you’re here, I wanted to mention our [bundled product name] – it includes the [original product name] plus [additional item] and [additional item] for a discounted price. Let me know if you have any questions!”

By focusing on the customer’s needs and offering genuine value, live chat agents can turn these interactions into a win-win for both shoppers and your business. 

Templates for ending chats on a positive note

Just as important as starting the conversation on the right foot, wrapping up the live chat conversation with a positive tone can leave a lasting impression. Here are some live chat templates to help agents gracefully conclude the conversation:

Template 26) “Is there anything else I can assist you with today? I’m happy to help. … If there is nothing else, feel free to reach out at any time with any more questions. Have a great day!”

Template 27) “I’m so glad we could resolve your issue today! If you need anything else, just send us a message any time. We're online during [hours] if you need a speedy response. Take care!”

Template 28) “Thanks for reaching out! Don't hesitate to shoot us a note if you have any other questions in the future. ”

Template 29) “Thanks for reaching out and letting us know about your experience with us! Have a wonderful rest of your day.” 

Template 30) “Thanks so much for your order! I hope you love your new purchase!”

By leaving customers feeling valued and supported, agents are setting the stage for future positive interactions. The idea is to ensure the customer is happy. In fact, 91% of customers say good service is essential and makes them more likely to purchase from the company again. 

Leverage automation for efficiency

While live chat templates and chat support scripts can significantly improve the quality and consistency of your customer support, automation takes things to the next level. 

Gorgias Automate can handle routine, high-volume inquiries, provide a seamless customer experience, improve efficiency, resolution times and save you money. By combining the power of live chat templates and the efficiency of Automate, you can empower your live chat agents and support team to focus on more complex issues that require a human touch, enhancing the customer experience.

{{lead-magnet-2}}

Consumers are increasingly multi-screen and multi-channel. From desktop to mobile to tablet, they interact with businesses through Instagram DMs, Facebook Messenger, emails, support chat, and even phone calls. 

Though omnichannel customer service lays a valuable foundation, communicating effectively as a brand involves weaving marketing, sales, and customer service into a cohesive omnichannel communication strategy. 

An omnichannel communication approach makes it easier to talk to customers in a personal way, helping drive sales and keep customers loyal. 

This article explores how centralizing communications offers your team — from marketing and sales reps to support staff — the tools and insights they need for a consistent customer experience. 

By doing so, you don’t just react to customer needs; you anticipate them, opening avenues for proactive engagements that positively impact both relationships and revenue.

Omnichannel communication: an overview

Omnichannel communication is a customer-centric approach that integrates different methods of communication and business channels into a unified, seamless experience for prospective and existing customers.

Omnichannel communication goes beyond just offering multiple avenues for customer interaction; it creates a seamless and integrated experience across all touchpoints. 

How omnichannel works

Omnichannel communication focuses on three key facets—data unification, fluidity of customer interactions, and data-driven insights. By focusing on these key tenets, omnichannel communication moves beyond being a buzzword to a strategic approach that places the customer at the center of your business operations. This strategy allows retailers to deliver an experience that is consistent, contextually relevant, and highly personalized.

Data unification

Centralizing customer data from various digital channels like email, social media, and in-store interactions enables a more consistent and personalized experience. Also, it serves as the foundation for customer profiles. These profiles are critical for delivering targeted offers, rewards, and personalized service to shoppers.

Fluidity of customer interactions

Customers don’t experience channels; they experience your brand. They want to transition effortlessly between online chats, phone calls, and physical visits and have a conversation pick up right where it left off. This seamlessness is particularly beneficial for ecommerce retailers, who can use these channels to provide real-time updates such as stock availability or order status, enhancing customer satisfaction and reducing friction.

Data-driven insights 

Turn data into actionable insights. By analyzing integrated data across platforms, you can discern valuable patterns in customer behavior and preferences, allowing you to continuously refine your marketing strategies and improve the overall shopping experience.

Omnichannel communication moves beyond being a buzzword to a strategic approach that places the customer at the center of your business operations.

Omnichannel communication in action

While the concept sounds promising, how does it manifest for a single brand?

Graza excels at omnichannel communication, offering its customers a seamless and enriched experience across various touchpoints. 

Using Gorgias Live Chat, they provide real-time customer support, resolving queries when customer service reps are online. As an alternative, their customer service email channel serves as both a satisfaction tool and a means for personalized marketing, sending targeted offers. 

On social media platforms — like Facebook, Twitter, and Instagram — they respond to customer inquiries and engage the community with educational content about their single-origin olive oils. 

This multi-layered approach ensures that every interaction is not just a transaction but an opportunity to deepen the relationship. The outcome is higher customer satisfaction and increased brand loyalty, leading to repeat purchases and a more robust bottom line.

Omnichannel communication vs. multichannel communication

We’re in a platform renaissance: retailers now have many ways to connect with customers. 

However, not all channel strategies are created equal. Understanding the differences between omnichannel and multichannel approaches is critical to developing a communication plan that meets customer expectations. 

Data integration sets omnichannel apart

Both omnichannel and multichannel strategies use multiple channels for customer engagement. Omnichannel takes it a step further by integrating data across these platforms. This provides cohesive and personalized customer experiences, rather than fragmented interactions that are often the result of multichannel approaches.

Customer continuity is a hallmark of omnichannel

An omnichannel strategy focuses on offering a seamless customer experience across all touchpoints, whereas multichannel often treats each channel as an isolated silo. This can result in a disjointed and less satisfying journey for customers who hop from one channel to another, asking the same question to different customer service reps.

Instant communication and real-time interaction

Omnichannel doesn’t just collect data; it leverages real-time analytics. This level of insight can drive data-driven decision-making, which is generally absent in multichannel strategies. This makes multichannel less effective for optimizing customer engagement and marketing efforts.

More tech setup for better communication

To make an omnichannel strategy work, you need strong tech systems that bring together data and tasks from different channels. While this may cost more at first compared to simpler multichannel setups, the benefit is happier customers and smoother day-to-day running of your business.

{{lead-magnet-1}}

Different channels to focus on

In the retail landscape, multiple channels connect your brand and your customers. To harness the full power of an omnichannel strategy, you need to focus on integrating different types of customer service and specific channels that offer different advantages for customer engagement. 

Selecting the right mix of channels allows you to meet your customers where they are and offer them a consistent and seamless brand experience. Keep in mind that different communication channels have different customer expectations. According to data collected by Gorgias from over 12,000 ecommerce brands, here are the average response times for different communication channels:

Email

• Below average: 1 day
• Average:12 - 24 hours
• Above average: Under 4 hours
• Stellar: Under 1 hour

Social media

• Below average: 1 day
• Average:12 - 24 hours
• Above average: Under 4 hours
• Stellar: Under 15 minutes

SMS

• Below average: 1 hour
• Average: 10 minutes
• Above average: Under 5 minutes
• Stellar: Under 1 minute

Live chat

• Below average: 1 hour
• Average: 10 minutes
• Above average: Under 5 minutes
• Stellar: Under 1 minute

With that in mind, here are some channels to consider including in your own omnichannel communications strategy:

Email

Email remains a powerful tool for businesses to speak to customers, allowing for targeted marketing campaigns tailored to specific customer segments. Personalized follow-up emails are also critical for nurturing long-term customer relationships and encouraging repeat purchases.

SMS

SMS is an increasingly effective channel for businesses, offering real-time customer engagement. Targeted SMS campaigns can reach specific customer groups with timely offers and updates, while personalized follow-up messages help sustain long-term relationships and promote repeat business.

Social media

Platforms like Facebook and Instagram facilitate immediate customer engagement and provide a wealth of data on customer preferences and behavior. This data can be integrated into your larger omnichannel strategy to refine marketing campaigns and product offerings.

Live chat

Live chat offers real-time, on-site customer support, which can drastically improve conversion rates. Resolving customer queries and concerns in real time removes barriers to purchase and enhances customer satisfaction.

Mobile app

A dedicated mobile app can be a hub for personalized promotions and a streamlined shopping experience. A well-designed app can significantly boost customer engagement, build loyalty, and even integrate with your in-store experiences.

In-store experience

Physical stores are not just about sales; they offer tactile and immediate experiences that are challenging to replicate online. They also provide opportunities for cross-promotion with online channels, making a thoughtful in-store experience a vital part of a cohesive omnichannel strategy.

Phone support

Even in the digital age, phone support retains its value. According to a report, 43% of consumers favor non-digital customer service methods, such as in-person consultations or phone calls. Many customers prefer the immediacy and personal touch of voice support, especially for resolving complex queries or deciding about high-ticket items.

The impact that an omnichannel strategy can have on your company

Implementing an omnichannel strategy has far-reaching implications for your business, affecting everything from customer engagement to your bottom line. Here, we delve into how this integrated approach can drive revenue, increase customer loyalty, and offer other pivotal advantages for your ecommerce business.

Boost brand awareness and reach

A solid omnichannel strategy amplifies brand awareness by offering unified messaging across all customer touchpoints, whether social media, email, or in-store interactions. 

This consistency strengthens brand recognition and facilitates customer engagement as they know what to expect from your brand. This multi-pronged strategy, leveraging both digital and traditional channels, ensures you’re where your customers are.

Parade, an undergarment brand committed to comfort and inclusivity, maintains a solid social media presence that includes customer support on platforms like Instagram and Facebook. Using Gorgias tools, Parade offers customers a seamless omnichannel communication experience.

Drive more revenue

Omnichannel communication isn’t just about convenience — it’s a revenue multiplier. Customers who feel understood and valued across all touchpoints are more likely to become repeat buyers. This is achieved by harnessing data for personalization and ensuring consistent, real-time communication. Here’s how:

• Personalized offers. Tailoring offers to individual customer behavior increases both engagement and spending. 
• Seamless interaction. Providing consistent and timely responses across channels boosts customer trust and satisfaction, further fueling revenue growth. 
• Real-time updates. Immediate inventory updates across platforms prevent stock-out situations, safeguarding potential sales. 

Increase customer loyalty and satisfaction

Earning customer loyalty is about creating brand advocates through consistently exceeding expectations. Exceeding expectations across all channels fosters a sense of reliability and trust in your brand. Here’s how:

• Brand credibility. By delivering a consistent and high-quality experience across all touchpoints, your brand becomes a trusted name that customers gravitate back to.
• Immediate support. Real-time support minimizes customer wait times and leads to higher satisfaction and positive reviews. 
• Enhanced loyalty programs. Managing loyalty programs with unified data allows tailored rewards based on individual customer behavior, increasing lifetime value. 

Bychari boosts brand trust through omnichannel communication

BYCHARI is a luxury jewelry brand established in 2012, known for its unique and modern handmade pieces designed for women who desire luxury while appreciating simplicity. The brand excels in omnichannel communication, offering a variety of customer touchpoints, including a contact form, live chat powered by Gorgias, calls, and emails. 

To empower customers 24/7, especially when live support is unavailable, BYCHARI also provides self-service options like comprehensive FAQs, and uses Gorgias Flows to automate tasks such as order tracking and management.

Optimize marketing efficiency

Centralized data and analytics make your marketing campaigns smarter and more efficient. When you understand your customers’ behaviors and preference across channels, your targeting becomes dynamic and your messaging more personalized. Here’s how:

• Clearer ROI tracking. Aggregating data from multiple channels into one dashboard sharpens your view of ROI, enabling quicker strategy adjustments. 
• Channel-specific insights. Detailed analytics help pinpoint which channels are driving customer conversion and engagement more effectively.  
• Efficient personalization. Using cross-channel data, both customer service and marketing teams can tailor their interactions, saving time while boosting customer engagement. 

Enhance customer data analysis

A holistic view of customer data from multiple touchpoints uncovers insights that can drive quick, informed decisions. This rich data not only refines marketing efforts but also helps product teams tailor their offerings. Here’s how: 

• Actionable insights. Integrated analytics convert behavioral patterns into actionable tactics for sales and marketing adjustments. 
• Improved customer segmentation. Comprehensive data allows for more precise customer categorization, enabling highly targeted campaigns. 
• Maximized impact. This granular level of data enhances the effectiveness of each customer interaction, contributing to long-term business success. 

How to create an omnichannel communication strategy

An omnichannel communication strategy can transform customer engagement and drive meaningful business results. This section will guide you through the essential steps for crafting a practical omnichannel approach that aligns with your retail goals.

1) Measure engagement across channels

Understanding your customer’s journey begins with measuring engagement across multiple channels. Use analytics tools to capture key metrics such as click-through rates and time spent on various pages, providing a quantitative foundation for your omnichannel communication strategy. By comparing these performance metrics, you gain insights into which channels are most effective in capturing and holding customer attention.

While these analytics can offer a comprehensive view of customer activity on marketing platforms, don’t overlook support channels. Platforms like Gorgias can measure engagement metrics within customer support, supplementing your overall data collection. Gorgias Support Performance serves as a control center for tracking key metrics such as ticket volume and agent activity, offering actionable insights to improve customer experience and measure engagement across various platforms.

Combining this support data with your broader analytics will provide a fuller understanding of customer engagement, equipping you to refine your omnichannel strategy.

2) Focus on brand voice and values in employee training

Employee training ensures that your omnichannel communication strategy reflects your brand’s voice and values. Developing a robust employee training program can instill these crucial elements in all customer-facing personnel, setting the stage for consistent brand representation. Real-life scenarios can serve as effective teaching tools, guiding employees on maintaining branding consistency during interactions, whether via email, social media, or SMS.

Given that companies evolve, your training materials must keep pace with any shifts in brand messaging or objectives. Regular updates to these resources can help your support team adapt to changes and continue to offer an aligned and cohesive customer experience across all touch points. 

Don’t miss our article on customer service training, which provides 15 valuable activities your team can try to improve customer interactions.

3) Centralize customer data

When creating an effective omnichannel communication strategy, the importance of centralizing customer data can’t be overstated. A CRM system aggregating customer information from various touch points into one database is invaluable. It brings together disparate data and provides an integrated view of customer interactions, helping your team make data-driven decisions.

To realize the full potential of this centralized approach, ensure your CRM seamlessly integrates with all communication channels your company uses, enabling real-time data updates. Data from customer support platforms like Gorgias can then be merged with the information in your CRM, enhancing the quality and depth of the customer profiles that drive your omnichannel strategy.

4) Foster interdepartmental collaboration

Effective omnichannel communication necessitates collaboration that extends beyond the confines of individual departments. One approach is to conduct regular cross-departmental meetings where teams can share and discuss customer data insights. This guarantees everyone is on the same page about customer behaviors and needs, contributing to a holistic customer engagement strategy.

All departments should be aligned to respond more cohesively to customer needs. Amanda Kwasniewicz, the VP of Customer Experience at Love Wellness, ensures that her team collaborates broadly by having an internal communication channel for discussing customer concerns. 

“We have a channel in Slack dedicated to customer feedback,” she says. “Dropping in feedback is part of the team’s daily and weekly responsibilities, which helps them get familiar with the content. It also allows our team to dissect them and collaborate on how we can improve.”

Establish a feedback loop, particularly with customer service, to continually share frequently encountered customer issues and trends. This feedback can catalyze improving products, services, and customer communication strategies.

5) Deliver personalized messages on customers’ channels of choice

Elevate your omnichannel strategy by tailoring your communications to the specific channels your customers prefer. Leveraging your centralized customer data, identify which channels—email, social media, or in-app notifications—are most effective for reaching your audience. Then, craft personalized messages that are not generic but informed by customer behavior and past interactions.

Continuously monitor how well personalized customer service resonates with your customers by tracking engagement metrics such as click-through and open rates. Equally important is collecting and analyzing customer feedback to understand the qualitative impact of your efforts. Based on these insights, make necessary adjustments to your messaging strategy, ensuring it remains aligned with customer preferences and behavior.

6) Harness automation to interact with customers 24/7

According to a report from Statista, 88% of consumers anticipate that brands will offer self-service support options. Automation is vital for maintaining a 24/7 connection with your customers. Implement chatbots on your website and social media channels to answer frequently asked questions immediately, enhancing user experience and satisfaction through proactive customer service. 

Employ customer experience automation tools like Gorgias Automate to configure automated Flows for common customer queries. Fable, a brand dedicated to elevating dining experiences with premium dinnerware, utilizes Automate to provide round-the-clock customer service. Their automated flows are designed to swiftly answer common customer queries, such as active discounts and return procedures, ensuring customers can always find the information they need.

Create an omnichannel customer experience with Gorgias

Despite the benefits of a unified approach to customer communication, a 2022 report found that only 12% of digital platforms are “highly integrated.” Gorgias can be your key partner in achieving an omnichannel communication strategy, offering core helpdesk capabilities designed to seamlessly integrate customer interactions across multiple channels. Gorgias ensures that you meet and exceed customer expectations while driving revenue.

Data enrichment for agents communicating with customers

Gorgias equips agents with enriched customer profiles, pooling data from different channels — including social media, voice, and SMS — to provide context during interactions. This feature allows for quicker, more accurate support, as agents don’t have to switch between each communication platform to gather customer history.

A centralized hub to manage customer interactions

Gorgias is a one-stop hub, consolidating communications from email, chat, social media, and more, enabling easier management and response. The centralized system facilitates proactive support, which can directly impact sales by addressing customer concerns before they abandon their shopping carts.

Tools to customize branding in different channels

Gorgias allows you to maintain consistent branding by customizing the look and feel of your customer support channels. This ensures that no matter the channel, customers always have a uniform omnichannel experience that reinforces brand identity and trust.

Cupcakes and Cashmere, founded by Emily Schuman in 2017, has gained a devoted following for its curated jewelry, loungewear, and home goods. To extend this trust and cohesiveness into customer support, the brand uses Gorgias, its chat widget color-matched to the brand’s palette, ensuring a visually seamless and engaging user experience across its website.

Explore Gorgias for omnichannel communication solutions

If you’re focused on streamlining customer interactions across various channels, consider exploring what Gorgias offers. With features that centralize communication, enrich agent information, and ensure brand consistency, Gorgias aims to make the omnichannel communication strategy more manageable and effective for ecommerce retailers. 

Take a closer look to see how these capabilities could fit into your existing operations and customer engagement efforts. To learn more about Gorgias, book your demo today.

{{lead-magnet-2}}

Your customer service is the lifeblood of your business. And, live chat is a central communication channel for your online shoppers. Live chat can make or break your business. When leveraged properly, Shopify live chat can have a tremendous positive impact on sales. You just need to make sure you’re not turning prospects away. 

This article covers a few points.

1. Why live chat is crucial for your online revenue
2. Shopify live chat support mistakes you need to avoid at all costs
3. Actionable advice to solve these common issues  

Now, learn why your growth depends on your live chat processes. 

Why is using live chat on your Shopify store important?

If you don’t yet have live chat or you haven’t experienced the potential of optimizing your communication processes on this channel, you may wonder what the big deal is. Yeah, your customers want to talk to you at all hours, but is it really that important? 

Let’s look at a few facts about live chat so you can think about it.   

• 38% of online consumers are more likely to make a purchase if a retailer offers live chat support (Crazy Egg). 
• Site visitors who engage with your live chat are worth 4.5X more than those who do not (ICMI). 
• Live chat has the highest satisfaction level of any other customer support communication channel at 92% (Inc). 

Now, here’s what might happen if you leave your shoppers dissatisfied. 

• It can take 12 satisfying customer experiences to make up for a single dissatisfying one (Invesp).
• 95% of customers tell others about their poor experiences with a brand and 87% share positive experiences (Customer Thermometer). 

Are you convinced? If so, it’s time to make sure you get it right. Avoid these live chat mistakes and ensure that you’re getting the most out of one of the most powerful communication channels for online stores. 

Avoid these live chat mistakes on your Shopify store

Now it’s time to get into the nitty-gritty. Here are the mistakes you need to avoid when implementing live chat on your Shopify store. And, below each problem is a simple and actionable fix. 

1. No automation  

When you don’t implement automation, you’re forced to have multiple support agents online at all times or miss the point of live chat altogether. Your customers prefer this communication channel because they want the convenience of self-service. And, without some level of automation, customers might as well send an email because it will take just as long to receive a response. 

The quick fix: Learn your chat platform’s macros or automation processes

Live chat platforms are designed to enhance the workload of your support team. So, naturally, the brand you work with will have a knowledge base with detailed instructions about platform use. Make sure your support agents learn how to implement macros or automations.

2. Too much automation

Before you get too excited and try to automate your entire live chat workflow, stop and think for a moment. It is possible to fully-automate your live chat communications. However, with automation, you can’t always get the answers right. Irrelevant responses to customer queries can trigger immediate dissatisfaction.

The quick fix: Refer to the Pareto principle

In marketing, sales, writing, and even customer service, the Pareto principle, better known as the 80/20 rule can come in handy. This principle states that 80% of the effects for many actions come from 20% of the effort. Spin this just a bit for an easy solution. 

Find out where most of your effort is being spent (maybe 20% of the customer support workload) and use live chat macros to answer the most common customer questions first. Then, the rest of your support agents’ work time to reply to the unique and personal queries (perhaps about 80% of the customer support workload).   

See Also: Love Your Melon Has Automated 25% of Shopify Support Tickets

3. Excessive wait times

While it may not always be possible, especially from the perspective of a brand, up to 79% of consumers want immediate responses and expect answers within 10 minutes. If you’re making your shoppers wait longer than this, you may be losing sales.

One of the biggest benefits of live chat for customer support is its speed .You need to find a solution to accelerate your responses.  

The quick fix: Enlist assistance from other departments

Much of the time, excessive wait times are due to the fact that customer support staff must reach out to external departments and wait for answers before replying to the customer. Try what Nomad did to decrease first-response time by 78% and implement an all-hands support strategy. 

Require each department to directly respond to a number of tickets every day. And, there’s no need to go overboard -- just a few tickets a day from sales, marketing, and/or product teams can have a dramatic positive impact on response and resolution times. 

4. Ineffective language use

Do your agents sound like robots? Are your chat communications overly-formal? If so, you run the risk of turning people away. Consumers appreciate AI, but if they can have better conversations with Siri or Alexa that they do your customer support team, your conversations could use some work. 

The quick fix: Parrot your customers 

Compile some data from your chat sessions and look for patterns. Do you see any recurring words or phrases in your customer communications? If so, add them to your macros and your agents’ vocabulary. When you speak the same language with shoppers, they’re more likely to trust you. 

5. Unskilled or untrained support agents

Customer service agents never get as much credit as they deserve. Without a small army of satisfaction soldiers, you will lose the eCommerce war. So, the work needs to be taken seriously. If you hire low-skilled agents who can’t answer your shoppers’ questions, you will end up with low-quality support operations. Eventually, this mistake can kill your business. 

The quick fix: hire and train well 

Unfortunately, for this problem, there isn’t a “quick” fix. However, if you put in significant energy in the beginning, you may be able to kick up your heels later. Onboard well. 

Fist of all, learn the core skills that your support agents need like active listening and product knowledge. Then, hire like you know what you’re doing. Make sure to ask the right interview questions. And, when onboarding, create stellar customer service training materials. The resources you invest when you bring on new agents will pay for themselves fast. 

6. Emoji overload

Once in a while, if you throw an emoji out there in a live chat conversation with a customer, it can be fun. Emojis can help adjust the mood and keep a message lighthearted. Forbes says that emojis can be worth 1,000 words. But, don’t go overboard. Too many smiley faces and penguins will come across annoying and unprofessional. 

The quick fix: Just stop 🛑 

If it seems like your agents may be on emoji overdrive, just ask them to stop. Remove the use of smileys and strong arms from your operations entirely. It’s better to have no emojis at all than to have too many. Now, if this hasn’t become a problem internally, then don’t worry about it. Skilled agents typically know what’s appropriate and what’s not. 

7. Extreme focus on quantity

In eCommerce and business in general, decision-makers spend end a lot of time looking at numbers. In customer service, you strive for the fastest first-response and resolution times. While this is best practice, don’t let quantity overshadow quality. Some teams become so focused on their numbers that they lose sight of their actual customer satisfaction. Don’t let this be your team. 

The quick fix: Audit your operations 

Instead of playing a numbers game and obsessing about the clock, focus on quality. Customer satisfaction should be the number one goal of every support team and every business, for that matter. Periodically, run an audit on your operations and make sure your satisfaction levels are balanced with your speed. 

8. No data collection

A few weeks ago, I called out to online store owners on Twitter to ask for their experience using live chat to increase sales. I wanted to level the playing field and reach beyond our internal data to find others who had the same experience. And, while each respondent knew that live chat had a positive impact on their Shopify sales, they couldn’t provide real numbers. Instead, they shared anecdotes and vague descriptions and stories. There are two key problems with no data collection for live chat. 

1. When you have no performance data and statistics, you can’t determine the exact areas where you need to improve your processes.
2. A lack of customer data leads to a decrease in customer satisfaction. 

90% of consumers value when an agent knows their account history and current activity within a company. 

The quick fix: Use a full-featured live chat plaform 

If your live chat platform is designed to collect data from your agents and your customers, you can get all of the information you need to collect helpful internal statistics.

Keep track of tickets created, replied, closed, messages, time to resolution. Sort your data by agent or event. Use real numbers from your internal processes to power your customer support strategy. 

With the right reporting system, you can inform your future decisions about hiring, automation, processes, and more. 

9. Missing optimal chat times

Do you know when your website traffic spends most of their time on your website? And, are you making certain that your agents are online during peak times? If not, you will naturally see low response and resolution times. Plus, the people who reach out when nobody is online may never return to your site. 

The quick fix: discover your peak times & make sure you’re staffed 

Use a tool like Google Analytics to generate hour of day and day of week reports. When you have determined the most active times for your website visitors, check to make sure you’re staffed during these times. And, if you see that there are active traffic times that you don’t have anyone available, make adjustments to your staff schedules. 

{{lead-magnet-1}}

10. Ignoring sales opportunities 

Customer support is an avenue for your team to keep shoppers happy. And, happy shoppers evolve into satisfied, long-term customers. But, you may be missing opportunities to upsell your website traffic on current promotions and increase sales even more.  

The quick fix: Share your current promotions with shoppers

When you’re running a promotion, contest, or sale, make sure your support agents are aware. At the beginning or end of every live chat conversation (you’ll have to test to see what works best for your audience), give customers a link to a page with the information or briefly tell them about the promotion. 

11. Disconnected processes

A major problem for many support agents that can kill satisfaction is processes that are disconnected. Your staff can be forced to open multiple tabs to keep a conversation going -- email, social media, live chat, web store. This can take up precious time and also give customers the feeling that your company doesn’t know who they are or what their status is. 

The quick fix: Make sure your live chat is integrated with Shopify and your other communication channels

Gorgias's live chat platform connects with your Shopify data so that you can streamline the resolution on orders, shipping, tracking, and return tickets. Furthermore, it integrates with your email, phone, and social media messaging platforms so that you have access to all customer data, no matter which channel they reach out on. 

Final thoughts

Now you know exactly what not to do and how to fix what you’re doing wrong with live chat on your Shopify store. Apply this advice today and watch your support team nurture more satisfaction with shoppers. If you need a Shopify full-featured live chat platform that provides the data you need to scale your customer support operations and the integrations that can streamline your operations, find out what we have to offer. 

{{lead-magnet-2}}

As ecommerce grew this year, we continued to work toward a decentralized vision of commerce — a model where merchants take back their customer relationships from colossal marketplaces and connect one-to-one with the people who buy their products.

Our merchants had a record-breaking number of these personal interactions in 2021 and that’s worth celebrating. So we’ve collected all the firsts, upgrades and proudest moments to share with you.

Since January 2021 feels like 10 years ago (and also 10 minutes ago, somehow), let’s take a walk down memory lane.

1. 8,000 brands with one thing in common
2. 75 million chances to improve customer experience
3. Our merchants met shoppers wherever they were
4. Assembling the ecommerce A-Team
5. Customer feedback drove our product roadmap
6. Gorgias grew alongside our merchants
7. Looking ahead to 2022

8,000 brands with one thing in common

This year, we helped 8,000 brands support over 290 million shoppers, bringing in customers like Bidabo, Biketart, Lillie's Q and Livinguard.

All together, our customers generated $1.1 billion from their customer support functions in 2021.

Those companies varied in size, from single entrepreneurs still proving their products to enterprise companies scaling beyond their wildest dreams. Differences aside, they united in prioritizing customer experience to grow their businesses.

Some industries came up again and again on our roster, including: 

• Fashion and apparel (like Marine Layer)
• Health and wellness (like Kettlebell Kings)
• Food and beverage (like Olipop)
• Cosmetics (like Ellana)

And because Gorgias powered growth across 110 industries, our customers’ customers were purchasing everything from medical supplies to maritime essentials.

75 million chances to improve customer experience

Every minute of 2021, Gorgias customers closed out an average of 179 tickets. In more relatable terms, they helped more than 10,000 shoppers in the time it took to watch a new episode of Shark Tank.

At the peak of support volume — the five-day period from Thanksgiving and Black Friday through Cyber Monday (BFCM) — our merchants answered 2.5 million tickets. Their support teams drove $25.6 million in sales during that time.

With tools made for that moment, they were able to stay on top of the ticket pile and turn the holiday rush into a gold rush.

The impact didn’t stop there. On average, our merchants received a 4/5 satisfaction rating from their customers in 2021. The 75 million tickets they answered reinforced their brands, one loyal customer at a time.

After all, when your team has a million fires to extinguish, the only flames in customer support should be the emoji reactions to your five-star ratings.

And that’s exactly what you’ll be chasing as your performance metrics approach those from our top quartile of merchants. The top-performing teams clocked first-response times under two hours and resolution times under 8 hours, on average.

Our merchants met shoppers wherever they were

As ecommerce becomes more decentralized, so do the channels that provide your customer feedback.

Still, it’s no surprise that email remains the most popular support channel, used by 92% of our brands. Together, they answered 64 million emails in 2021 (85% of all tickets). 

This next stat may be more of a revelation: 78% of our brands have brought Facebook, Instagram, and/or Twitter interactions into their Gorgias workspace. They answered 3.7 million comments across those three channels, with almost two-thirds coming from Facebook.

These social channels were used even more than our live chat, phone, and SMS integrations. And Gorgias helped merchants meet their customers in all of the above, without ever leaving their dashboard.

Assembling the ecommerce A-Team

2021 also saw the launch of our long-awaited Gorgias App Store. This hub features 75 apps to extend the power of our helpdesk and centralize the information support agents rely on. 

‍62% of our merchants are using at least one of our partner apps, and we’re exploring new partnerships all the time to continue streamlining the customer support process. 

This allows us, and all of our partners, to stay focused on being the absolute best at what we do.

Some of our merchants’ favorite integrations include: 

• Klaviyo: An email and SMS marketing automation platform
• Recharge: For subscriptions and recurring payments
• Attentive: A comprehensive text message marketing solution 
• Postscript: SMS marketing for growing ecommerce stores
• Yotpo: For customer reviews, loyalty, referrals, and more

So go ahead and close those 20 tabs out — you won’t need them where we’re headed.

Customer feedback drove our product roadmap

We released 91 features this year, 42 of which were led by your requests on our public roadmap. 

Our most requested features (that are all available today!) were: 

• Receiving and replying to Instagram DMs from within Gorgias
• Creating a Help Center, or FAQ hub, on your website
• Adding a self-service portal to your chat widget to handle order-status inquiries
• Receiving and replying to Twitter posts, mentions, and DMs from your helpdesk 
• Managing phone calls in Gorgias, with both new and existing phone numbers

The quick adoption of our 2021 social media updates made it clear these channels were critical to our merchants’ success this year. We expect that to continue into 2022. (TikTok, anyone? Give it an upvote here!) 

And while voice support didn’t see the same volume of requests as the social channels, we knew it was essential for certain brands. To better serve these merchants, we built a native phone integration that’s easily set up for new and existing numbers.

Merchants responded by taking more than 4,000 calls from shoppers this year. As a result, resolution times were up to 34% faster than others who left phone service out of their strategies.

And while we want to give our merchants a variety of tools to provide help, sometimes it's best to empower shoppers to help themselves. 

Our new Help Center feature provides FAQ hubs on merchant websites, to work toward this goal. The first 100 Help Centers that went live attracted over 100,000 views, answering inquiries before they could turn into tickets.

Another contribution is perhaps our most exciting release: Our Automate product allows for customization of self-service flows and deflects even more tickets to boost team efficiency. 

Hundreds of merchants used the add-on in 2021 to automate their tickets, increasing efficiency across their support teams.

Our self-service portal alone deflected up to another 33% of tickets specific to shoppers (like order status). This freed up agent time to provide a more personal touch to important conversations. 

Gorgias grew alongside our merchants

We tripled the size of our team in 2021 to continue building the best possible helpdesk for the specific needs of ecommerce brands. There are now 185 employees who work in 16 countries around the globe and speak 18 different languages.

That means there’s more Gorgians building out integrations, furthering the product roadmap, and contributing to our merchants’ success.

And our customers have let us know how much these improvements impacted their businesses. We currently hold top marks among the helpdesk categories on G2, Capterra and the Shopify app store.

Looking ahead to 2022 

2021 was a year to remember for the Gorgias team and our customers, but 2022 is shaping up to be even better. It might even be the year people learn to pronounce our name. (470 people asked how during this year’s demos; think “gorgeous.”) 

Fingers crossed.

Either way, we have some key new features on the roadmap and several surprises up our sleeves. We’ll continue building and optimizing channels so you can meet your customers where they are (including a much-requested Whatsapp integration). We’re also going to renew our focus on automation tools to increase efficiency across your team. 

Make sure you subscribe to our newsletter, below, to beam all of our updates directly to your inbox.

As for the rest of the ecommerce industry, we have high hopes for 2022 (and plenty of predictions). We’re expecting continued shift of support tickets to social channels, a bigger emphasis on self-service options and a sharper focus on app integrations across the ecommerce ecosystem. 

Until then, thanks for a great year!

‍By Ross Beyeler, Founder and CEO of Growth Spark

Often, a support team answers the same questions over and over…

Or issues returns repeatedly for reasons that could be addressed internally…

Maybe the sizing isn’t well represented, the fulfillment house has mixed up SKUs, or your product images aren’t clear or detailed enough.

If you can lighten the load for your customer support team, you can save significant time and costs, while at the same time improving the buying experience for your customers.

The goals here are to:

• Reduce repeat inquiries
• Shorten first response times
• Speed up problem resolution time
• Lower overall customer care costs

The key is to address your customers questions and issues before they ask your support team. Here's how you do that:

A Better FAQ Page

91% of shoppers would gladly try to answer their own questions first using an online knowledge base or FAQ page before reaching out to a customer service team, according to a survey by Coleman Parkes for Amdocs.

This means that your FAQ page is a huge opportunity to answer your customers’ most common questions and issues so they don’t need to reach out to customer support.

FAQ information typically falls into one of two distinct buckets: product-specific and buying process.

Product Specific: Common questions about individual products may be better off addressed on the product pages rather than in a broad FAQ page. You may need to provide clearer or more comprehensive product descriptions, or consider more or better photography to clear up common product questions.

Buying Process: Questions about shipping, returns, policies, and other operational topics are best addressed in a single easy-to-find page like an FAQ.

When is the last time you cross-checked the content of your FAQ page with the data from your customer support team?

There are many customer support tools like Gorgias that will make it easy for you to track the reasons behind why users submit a ticket.

Once you begin tracking the topic, or tag, of your questions, you can easily identify the questions that top the list, and permanently add the responses to the FAQ.

Bonus points: Prioritize the FAQ page based on the frequency of each customer service inquiry so that the most relevant answers are closer to the top.

Your next step is to set up a monthly meeting with your head of customer service to review the feedback coming in from your customers and ask yourself:

• What are the most frequent topics of support inquiries?
• What issues take up the majority of your support team’s time and resources?
• What issues are emerging or could emerge do to seasonality or new initiatives within our company?

Remember, an FAQ page is:

• Easy to find
• If shoppers can’t find it quickly and easily, they won’t use it and all your work answering all of their questions will go to waste. If you have an answer on your FAQ page, yet people are still inquiring, they might be having trouble finding the page.

• Searchable
• Include a search bar so that shoppers can easily find the answers for their specific problem without having to read through everything else.

• Easy to read
• Use simple, conversational language. Technical slang gives most of us a headache, and leaves most people reaching for the closest live human to explain it in terms they understand.

For more on FAQ pages, check out this Shopify article.

Now that you have your FAQ page squared away, be sure to track visitors to the page and note any changes in volume, and look for changes in your support ticket volume around those related questions.

Remember: You should never answer a support ticket only by referencing your FAQ page. Always include the information they are asking for directly within your response. After that, let the customer know that there is an FAQ page for more information, to avoid future tickets.

See Where Your Customers Get Tripped Up

Have you watched actual customers explore your online store to see where they stumble?

Customer behavior tools like Hotjar make it easy to review how customers navigate your website. One way that customer behavior analysis tools can help you understand exactly how your customers are using your site is with heat maps.

A heat map is a visual representation of the most popular (hot) and unpopular (cold) elements of a website page. They can give you an at-a-glance understanding of how people interact with individual website pages. Elements that get the most views and interaction are shown in red, so you can immediately spot what your users are clicking on. Those that most people tend to ignore appear in blue.

Once you know which parts of your website are most (and least) useful to shoppers, you can tweak those elements to make the on-site experience easier to use.

Customer behavior data can inform on-site improvements, such as:

• Identifying any “dead” pages so you can remove them
• Recognizing “deep” content that requires too many clicks for customers to reach, and making it more visible or accessible
• Ensuring that customers can easily see and access main links, buttons, and CTAs
• Making sure that important elements are getting the attention they deserve
• Checking whether any static elements are getting clicked too often, and adjusting them to clarify that they aren’t a linked object

It may require some A/B testing to ensure your changes deliver results.

Learn from Returns

According to a recent Shopify post, during the holiday season, Ecommerce returns surge to 30 percent (or as high as 50 percent for “expensive” products).

Return deliveries are estimated to exceed $550 billion by 2020 in the U.S. alone.

Many of those returns are probably associated with a customer support ticket - whether customers are asking questions about the product they received, or need help processing their return.

Anything you can do to reduce the number of returns - and the number of customer support requests associated with them - can mean a huge boost for your bottom line.

So, what causes returns?

Returns can often be traced back to a disconnect between customer expectations and the reality of the product once they receive it. It may be that:

• It doesn’t fit the way they expected
• It doesn’t look or feel like they thought it would
• Delivery came later than they expected (or not at all)

All of these problems (and more) can be prevented in advance with improvements to your website content.

Sizing Issues

While fit can be a difficult factor to get right online, including detailed dimensions is a big step in the right direction. Some apparel merchants are taking sizing one step further with interactive fit guides, like the one above Nudie Jeans, which uses an app integration called Virtusize:.

Appearance Issues

Poor quality or not enough product images can make it difficult for customers to accurately understand what your product will look like when it arrives at their home.

You can easily reduce your return rate by making sure your product photography is clear and high-quality, and illustrates all of the primary parts of each product. More complicated or detailed products can also benefit from a video or 360-view.

Detailed product descriptions can also help address confusion about product appearance and feel. Sol de Janeiro does this with a multi-tab product content area that defaults to a brief product highlight, with additional tabs to provide more details.

Fulfillment Issues

Are orders not being fulfilled to the right customers?

Are deliveries taking longer than they should?

Analyzing your fulfillment data and using that information to make adjustments to your website content - such as average delivery times - can help eliminate a source of customer support calls.

For example, maybe you want to be able to deliver every order within two days, but your current fulfillment resources simply can’t make that happen consistently. Being up-front and clear about realistic delivery times (like The Black Dog does in their Shipping FAQ page, above) will help set customers’ expectations appropriately.

Bonus: To get setup on two day shipping, consider our partners at ShipBob.

Final Thoughts

Continue to study your on-site data using Google Analytics or Shopify’s native analytics and look for high exit % pages. These may be pages where prospects or customers are running into a dead end and being forced to turn to support.

You can also create a goal in Google Analytics that corresponds to contacting support, then reverse the user path to determine which pages lead to them submitting a ticket / hitting that “contact” or “support” button.

Chances are, there are a few areas of “low hanging fruit” that can make significant improvements to your customer support load once you find them and address the root concerns. And with those small fixes, you could see a big impact on your bottom line, and a better on-site experience for your customers.

Read more about customer support on our trusted partner’s site, Growth Spark:

• Shopify Store Customer Services: Turning Setbacks Into Opportunities

Best Practices for Shopify E-Commerce Customer Service

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.

‍

‍

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.

‍

You spoke and we listened. We’re excited to tell you that, we are ready to launch out of beta. Now, you can connect your Magento 2 store with your Gorgias account. Access your Gorgias and Magento data from one dashboard. 

The simplistic interface will enable you to display customers, orders, shipments, and credit memo data from your Magento eCommerce store next to your Gorgias support tickets. Learn more about the features you can take advantage of. 

Magento 2 users can leverage the benefits of Gorgias

Magento users now have access to the fundamental and performance-boosting advantages of the Gorgias help desk platform. 

• Display Magento customer profiles next to your support tickets. 

• View orders, shipments, and credit memos for each customer. 

• Centralize all customer communications like email, live chat, and social messaging and comments in one place.  
• Connect to Magento store and other third-party extensions to empower your support agents to reply to tickets quickly and within context. 
• Leverage key automation features like phrase prediction or intent detection to create productive and revenue-generating conversations. 
• Save up to 50% of your time spent managing support requests across all support communication channels. 

• Insert Magento 2 variables like the last order’s tracking URL, into macros.

• Use Magento 2 data as a filter for rules. For example, to add conditions on the price of the last order of a customer.

‍

Soon, we will add actions like ‘refund’ or ‘cancel order’ to the dashboard as well.

‍

Note: The Gorgias Extension is Compatible with Magento 2.3

Our extension was created for compatibility with the updated Magento 2 platform. So, Magento 2.2 users may need to upgrade to version 2.3 to properly access all of Gorgias’ help desk features.

‍

How to Install the Extension to Your Magento 2 Store

By integrating with Magento 2, we are excited to serve a new rank of online sellers. We hope to recreate the satisfaction we’ve given our existing users. Here’s what you can do now. 

1. Check out the Gorgias extension in the Magento Marketplace. 
2. Learn how to connect your Magento 2 store to your Gorgias account. 
3. Tell us how you like the new integration and what we can do to improve. 

‍

Cheers!

Gorgias connects to over 70 leading ecommerce applications, giving you the power to centralize customer data in your helpdesk, perform support actions from a single place, and streamline your store’s toolkit. 

This month, we launched 7 new integrations: 

1. LoyaltyLion
2. Twitter (No longer supported in 2023)
3. Call Hippo
4. Shipup
5. Tolstoy
6. Autopilot
7. Sentisum
8. Yotpo (updates to our existing integration) 
   

Read on to learn how you can use these tools to help manage your store, and visit the Gorgias App Store to activate them today!

1. LoyaltyLion

LoyaltyLion is a digital loyalty framework that gives ecommerce stores innovative ways to engage and retain customers. If you're using LoyaltyLion for your loyalty program, you can connect it to Gorgias to display information next to support tickets, and reward loyalty points using Macros. 

2. Twitter

Note: Gorgias no longer supports Twitter. You can still use Facebook, Instagram, and WhatsApp in Gorgias.

Give your support team the power to provide customer service to shoppers on Twitter, without having to log into another platform or share credentials with your social media manager. View past Twitter conversations, gain cross-channel message context, and customize your replies to provide exceptional customer support.

Note: This integration is currently only available for Enterprise plans. View pricing here.

3. Call Hippo

CallHippo allows startups and businesses to buy instant local support numbers from over 50+ countries around the world. With this integration, you can create tickets in Gorgias for phone calls and SMS conversations via Call Hippo. 

4. ShipUp

Shipup follows your packages in real-time to create a seamless, transparent, and branded delivery experience. With the Gorgias integration, you can easily share shipping information with your support team, immediately notify them with a ticket in Gorgias when an incident occurs, and find customer information right next to conversations. 

5. Tolstoy

Tolstoy is an interactive video platform, helping users create meaningful and personal conversations at scale. With this integration, Gorgias users can sync their Tolstoy videos and monitor every viewer interaction as a ticket, empowering support agents to engage without ever leaving the help desk. 

6. Autopilot

Autopilot is a data and customer journey marketing platform designed for businesses who sell online. With this integration, you can now combine your Shopify and Gorgias data together seamlessly in Autopilot. You’ll not only have a single view of your customer, but you’ll be able to deliver a more personalized marketing experience and get glowing reviews from satisfied customers.

7. SentiSum

SentiSum is an automated ticket tagging engine powered by natural language processing technology. With this integration, SentiSum tags can auto-fill form fields directly in Gorgias. From there, you can implement additional automation that saves agent time and improves customer outcomes.

8. Yotpo

You can now receive Yotpo product reviews right in Gorgias and reply to them as tickets! This gives your agents visibility into how shoppers feel about your product and allows them to address concerns without ever leaving the helpdesk. Each ticket will include the review details (like score and product) and allow you to either reply publicly or privately, so you can customize the support experience. 

To add these integrations and discover more, go to the Gorgias App Store.