2025 Ecommerce Trends: AI Adoption and Smarter Tech Stacks
TL;DR
- Ecommerce teams are overwhelmed by app overload, with 42% using six tools daily—leading to inefficiencies, rising costs, and poor customer experiences.
- Top brands are consolidating their tech stacks, choosing deeply integrated, ecommerce-specific platforms to simplify operations and lower costs.
- AI adoption and excitement are accelerating, with 77.2% of ecommerce professionals using AI daily and 55.3% rating their excitement as an 8-10 out of 10.
- Gorgias powers AI-driven support and sales in one platform, through a single workspace that helps ecommerce teams resolve faster, sell smarter, and operate more efficiently.
At Gorgias, we work with over 16,000 ecommerce brands and one common challenge emerges over and over:
Ecommerce tools are essential, but too many tools becomes a burden.
With different teams responsible for different functions, brands risk creating a disconnected tech stack that causes inefficiencies, reduces productivity, and ultimately impacts profitability.
Ecommerce teams are shuffling between tabs, copying and pasting order numbers, searching for customer data, and trying to piece it all together. It’s not only inefficient—it’s expensive, frustrating, and unsustainable as you scale.
So we dug into that data.
Our 2025 Ecommerce Trends Report surveyed ecommerce professionals across industries and job roles to understand what they really think about tech stacks and AI’s role in it.
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Ecommerce professionals are approaching app overload
There is now an ecommerce app for every possible use case a brand could need. But as businesses adopt new technologies for each part of their customer journey, their teams end up working out of dozens of platforms.
The study found that 42.28% of ecommerce pros use at least six apps daily to perform their role. Regardless of the number of apps used, integration and compatibility are a must. When technologies don’t talk to each other, you spend time context-switching instead of focusing on customer experience.
For Audien Hearing, Gorgias’s open API allowed them to create an integration with its warehouse software to manage returns directly in Gorgias rather than a shared Google spreadsheet. This integration helped them reduce returns by 5%, protecting their margins and leading to higher customer satisfaction.
Read more: How Audien Hearing Increased Efficiency for 75 Agents and Reduced Product Returns by 5%
Consolidation is the smartest move a brand can make
The most successful ecommerce brands aren’t necessarily using more tools—they’re using smarter tools. Leading businesses are opting for platforms that are deeply integrated, AI-compatible, and built specifically for ecommerce needs.
A growing tech stack also comes with a growing tech budget. Each new app has new costs, including subscriptions, set-up, management, and development fees. They quickly add up.
Nearly 40% of ecommerce professionals spend $5,000 to $50,000 annually on their tech stack.
Different roles have different priorities
We asked ecommerce professionals what they actually value in their tools. Unsurprisingly, the answer changed based on who we were talking to.
Top tool benefits included:
- Revenue growth for support leaders, revenue-focused roles, and founders
- Simplified workflows and time savings for support agents
There’s a clear difference between what ecommerce leaders and agents value in a tool and considering both is key to success.
Why brands hesitate to consolidate
Despite the benefits of using fewer, well-integrated tools, there are a few things that hold brands back from consolidating their tech stacks.
We asked respondents:
What, if any, are the biggest deterrents to consolidating your tech stack?
Top concerns are:
- Compatibility issues with existing software (52.4%)
- Direct costs (fees for software licenses, subscriptions, or customizations) (47.6%)
- Time required (40.3%)
AI adoption is accelerating—and it’s driving results
AI is dominating the world of ecommerce. It impacts every aspect of the customer journey, from brand discovery to the post-purchase experience. AI is actively reshaping the way ecommerce professionals work, so we wanted to know how they feel about it.
- 77.2% of ecommerce professionals use AI and automation to perform their role in 2025, compared to 69.3% in 2024.
- 55.3% of respondents rate their excitement for AI as an 8-10, compared to 45.6% in 2024.
Despite growing usage and excitement, teams still have their concerns with AI:
Read more: 8 AI Trends in Ecommerce: What’s Changing and How to Prepare
The AI shift—From just a support tool to a sales engine
The most impactful use cases we’ve seen aren’t just about reducing support ticket volume. AI is now driving revenue, increasing conversion rates, and enabling 24/7 coverage without expanding headcount.
Gorgias’s AI Agent is now capable of virtual sales assistance through personalized product recommendations, dynamic discounts to reduce cart abandonment, and cross-sells and upsells.
Top brands are already leveraging these new capabilities and seeing results. For example:
- TUSHY uses a Gorgias AI Agent to accurately answer pre-sale questions, leading to a 15% conversion rate, with AI Agent driving 2x more sales than human agents.
- Trove Brands enabled an AI Agent named Wally that cut misshipments by 70%, meaning reducing unwanted charges, avoidable fulfillment costs, high return rates, and customer frustration.
- Caitlyn Minimalist uses AI to reduce response times by 99% and saw a 150% increase in ticket conversions.
Gorgias: A one-tab tool for Conversational AI
We asked one final question to make ecommerce folks really reflect on how they work:
How many tabs do you currently have open?
The average ecommerce professional works with 22 open tabs. We’re not here to judge, but if you’re looking to close a few of those tabs, Gorgias might be what you’re missing.
Gorgias replaces all that complexity with a single workspace. From support to sales, order management to automation, it all happens inside one platform.
Ecommerce businesses can now leverage Gorgias’s Advanced AI for both support and sales. Within the same AI Agent, ecommerce brands can
- Fully resolve customer inquiries, not just respond
- Provide order tracking details
- Cancel, edit, and manage orders in Shopify and integrated apps
- Process returns and exchanges
- Provide tailored product recommendations
- Drive conversions
- And much more!
Get your copy of the 2025 Ecommerce Trends Report
This blog just skims the surface of what we uncover in our 2025 Ecommerce Trends report.
Want the full story?
Download the complete 2025 Ecommerce Trends: AI Adoption & Smarter Tech Stacks report to access:
- Data-backed insights and trends from ecommerce professionals
- The biggest barriers to consolidation—and how to overcome them
- Real-world case studies from leading brands like TUSHY, Caitlyn Minimalist, and July that are winning with AI
- Tactical recommendations to future-proof your ecommerce stack through AI-powered consolidation
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TL;DR:
- Gorgias eliminated helpdesk outages by implementing multiple database connection pools with PgBouncer, achieving over 99.99% uptime.
- We accelerated data retrieval by organizing 40TB of data into 128 partitions, reducing query times to less than 4ms.
- Our streamlined incident response process with dedicated Slack channels and clear roles now resolves almost all incidents in under an hour.
- Looking ahead, we're strengthening security, doubling our SRE team, implementing production readiness reviews, and enhancing monitoring tools.
When customer service teams are at their busiest, they need a helpdesk that keeps up. That’s exactly why our Site Reliability Engineering (SRE) team has been working behind the scenes to make the Gorgias platform faster than ever.
Over the past year, we've made remarkable improvements to our platform to eliminate bottlenecks, speed up data retrieval, and reduce incidents. For you, this means fewer disruptions, faster load times, and a more reliable helpdesk experience.
Here's how we did it.
Eliminating helpdesk outages by increasing our connection pools
The challenge
Our platform relied on a single, shared database connection pool to manage all queries. Think of it as having just one pipe handling all the water flowing through your house — when too much water rushes in at once, the whole system backs up.
In practice, this meant a single surge in database requests could clog the entire system. When lower-priority background tasks got stuck, they could prevent high-priority operations (like loading tickets or running automations) from working properly. This would cause the entire helpdesk to slow down or, worse, become completely unresponsive.
The solution
Using PgBouncer, a tool that manages database connections and reduces the load on a server, we implemented multiple connection pools. Instead of relying on a single pipeline to stream all requests, we created separate "pipes" for different requests.
Like how road traffic picks up again after an exit, routing our database traffic into separate connection pools makes sure high-priority customer interactions don’t lag behind automated background tasks.
This solution is future-proof. In the event that a lower-priority task is delayed in one connection pool, other functionalities of the helpdesk will continue working because of the remaining connection pools.
The benefits
The results speak for themselves:
- Complete elimination of helpdesk-wide outages caused by connection pooling issues
- Faster response times — 99% of automated rules tasks take less than 800 milliseconds to complete from inception
- Partial degradation instead of full outages if issues do occur — at worst, only a single feature might be affected instead of your entire helpdesk
We've eliminated incidents caused by connection pool issues in the helpdesk completely. This reduced major helpdesk outage incidents by around four per year and maintained an average uptime of over 99.99%.
Speeding up the helpdesk by organizing 40TB of data into 128 partitions
The challenge
As Gorgias grew to over 15,000 customers, so did the volume of data. We’re talking data from tickets, integrations, automations, and many more. The combination of more users and data meant slower searches within the helpdesk.
However, the amount of data was not the problem — it was how our data was organized.
Imagine this: An enormous storage room full of file cabinets containing every piece of data. Sure, those file cabinets kept data organized, but you would still need to spend time searching through the entire room, running up and down aisles of cabinets, to find your desired file. This method was cumbersome.
We needed a more efficient way to keep our data easy to find, especially as more customers used our platform.
The solution
The answer was database partitioning — breaking our large datasets into smaller, more manageable segments. Using Debezium, Kafka, and Kafka-connect JDBC, all managed by Terraform, we migrated over 40TB of data, including 3.5 billion tickets, without a moment of downtime for our merchants.
Instead of a giant room with thousands of file cabinets, we divided that giant room into 128 smaller rooms. So now, instead of looking for a file in one room, you know you just need to go into room number 102, which has a much smaller area to search.
This approach allows our system to quickly pinpoint the location of data, significantly reducing the time it takes to find and deliver information to users.
Additionally, database maintenance has become more efficient. Some of the partitions can probably sit without needing to be changed at all. We just have to maintain the partitions that are getting new files, which cuts down on maintenance time.
The benefits
Better database partitioning provides several benefits:
- Faster queries — We have an average of 600 lookups or updates per second across these databases, each taking less than 4ms
- More efficient database maintenance — We halved the number of automated maintenance runs and cut each run’s duration in half
- Better scalability as our infrastructure is now equipped to handle continued customer growth
Faster resolutions with a streamlined incident response process
The challenge
When incidents occurred in the past, our response process was inconsistent, leading to delays in resolution. It was sometimes unclear who should take the lead, what immediate actions were required, and how to effectively communicate with affected customers.
Additionally, post-incident reviews varied in quality, making it difficult to prevent similar issues from happening again. We needed a standardized framework to address incidents in a timely fashion.
The solution
To streamline incident management, we introduced a replicable, automated process:
- Dedicated Slack channels — Every incident gets its own Slack channel, ensuring our team is immediately notified.
- Clear roles & responsibilities — We defined specific roles so every engineer knows what next steps to take.
- Retrospectives — After each incident, we conduct thorough post-mortems to analyze root causes, identify improvements, and share learnings across teams.
- Proactive prevention — By improving our monitoring tools, we catch potential issues earlier, reducing the likelihood of major disruptions.
The benefits
With our improved incident management process:
- Response times have decreased significantly — almost all incidents are mitigated in under an hour
- Customers receive clearer communication during incidents, including our regularly updated Gorgias Status page
- 100+ smarter preventative measures to reduce the overall incident frequency or permanently fix recurring problems
What's next: Four ways we're improving the platform experience
With more brands catching on to how essential a solid CX platform is, our team's got our work cut out for us. Here's what's on the way:
- Enhanced security measures — We've hired a dedicated security engineer to strengthen our security infrastructure.
- A bigger SRE team — Our Site Reliability Engineering team has doubled, allowing us to address performance issues rapidly.
- Production readiness reviews — We're formalizing a process to audit new and existing services, ensuring they meet our reliability standards before deployment.
- Improved monitoring — We're investing in better monitoring tools to detect and resolve potential issues before they impact customers.
Count on a reliable future with Gorgias
Gorgias will inevitably face new challenges in performance — no system is completely immune to downtime.
But we've built our architecture with the future in mind, and it’s more resilient than ever as more and more brands realize the power of conversational AI CX platforms.
The result? A platform you can count on to help you deliver exceptional customer service, without technical issues getting in the way.
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TL;DR:
- AI is reshaping ecommerce, giving early adopters a competitive edge. From visual search to dynamic pricing, these tools meet rising customer expectations and drive growth.
- Conversational AI boosts support efficiency and customer satisfaction. Solutions like Gorgias's AI Agent automatically resolve up to 60% of tickets while personalizing responses across channels.
- Personalization now extends beyond product recommendations. AI is customizing everything from discounts to website layouts in real-time, creating unique experiences that convert.
- AI automation streamlines back-end operations for inventory and pricing. By predicting demand and adjusting prices dynamically, brands improve margins while reducing stock issues.
AI is no longer a futuristic concept associated with sci-fi movies and robots. It’s driving real change in ecommerce right now. Currently, 84% of ecommerce businesses list AI as their top priority. And it’s only getting bigger. By 2034, the ecommerce AI market is expected to hit $62.64 billion.
Brands that use AI to improve personalization, automate customer support, and refine pricing strategies will have a major competitive edge.
The good news? Most brands are still figuring it out, which means there’s huge potential for early adopters to stand out.
Let’s dive into the key AI trends shaping ecommerce in 2025, and how you can use them to future-proof your business.
1. Visual search
Instead of searching for keywords, shoppers can upload a photo and instantly find similar or matching products. Visual search eliminates the guesswork of finding the right words to describe an item and reduces friction in the search process.
In 2025, improvements in computer vision and machine learning will make visual search faster. AI will better recognize patterns, colors, and textures, delivering more precise results in real-time.
For customers, visual search simplifies product discovery while brands benefit from increased average order values. Visual search creates more opportunities to surface related products that customers might miss during manual searches, ultimately boosting conversion and revenue.
Pinterest is already doing it. With Pinterest Lens, users can take a picture on the spot to find similar products or ideas to help them with easier purchases or creative projects.
Pro Tip: Optimize product images and metadata (like color, size, and material) so your products appear accurately in visual search results. Clean, high-quality images and detailed tagging will make your catalog easier for AI to process and match.
2. Conversational AI
Conversational AI, like Gorgias’s AI Agent, already handles 60% of customer conversations. Brands that adopt it often see more than a 25% improvement in customer satisfaction, revenue, or cost reduction.
Soon, advanced natural language processing (NLP) will make it easier for customers to use text, voice, and images to find exactly what they’re looking for. These multimodal capabilities will elevate support conversations, resulting in fewer abandoned carts and support teams that can focus on more complex issues.
For example, Glamnetic uses AI Agent to manage customer inquiries across multiple channels, resolving 40% of requests automatically while maintaining a personalized touch. Their AI can automate responses to common questions, recommend products based on browsing history, and even track orders in real-time.
Pro Tip: Invest in AI chat tools that integrate with your customer support system and sync with real-time product and order data. Your responses will be accurate and timely, without losing the personal touch.
Read more: The Gorgias & Shopify integration: 8 features your support team will love
3. Product recommendations
According to McKinsey, omnichannel personalization strategies, including tailored product recommendations, have a 10-15% uplift potential in revenue and retention. But with only 1 in 10 retailers fully implementing personalization across channels, there’s a massive opportunity for brands to innovate.
In 2025, AI-driven product recommendations will become even more precise by analyzing customer behavior, preferences, and purchase history in real-time. Predictive AI will adjust recommendations on the fly, showing customers the right products at the right moment.
Take Kreyol Essence as an example. They use Gorgias Convert to track customer behavior and recommend products based on past purchases and browsing patterns. When a customer buys a hair mask, AI suggests complementary products like scalp oil or leave-in conditioner — increasing average order value without feeling pushy.
Personalization boosts sales by helping customers discover products they actually want. Plus, it creates a more tailored shopping experience, which encourages customers to return.
Pro Tip: Test different recommendation strategies, like “frequently bought together” or “you may also like,” to see which ones drive the most conversions.
Learn more: Reduce Customer Effort with AI: A Smarter Approach Than Surprise and Delight
4. Voice commerce
In 2025, more customers may use smart speakers and voice assistants like Alexa and Google Assistant to shop hands-free. AI will improve voice recognition and contextual understanding, so it’s easier for customers to find products they want.
Instead of fumbling with a keyboard, customers will be able to say, “Order more coffee pods,” and AI will not only recognize the request but also pull up the preferred brand and size based on past orders. Less friction will make the buying process more intuitive, especially for repeat purchases.
Voice commerce expands shopping accessibility and creates a more convenient experience for busy customers. It also opens the door for brands to surface product recommendations and upsell during the conversation.
Pro Tip: Optimize product descriptions and catalog structure for voice search. Clear, simple language and detailed product tags will help AI understand and surface the right products.
5. Dynamic pricing
A recent McKinsey report suggests that investing in real-time customer analytics will continue to be key to adjusting pricing and more effectively targeting customers.
In 2025, machine learning will allow ecommerce brands to adjust product prices instantly based on demand, competitor pricing, and customer behavior. If a competitor drops their price on a popular item, AI can respond immediately, so you stay competitive without sacrificing margins.
Machine learning will also refine pricing models over time, finding the sweet spot between profitability and customer conversion.
For example, AI might detect that customers are more likely to buy a product when it’s priced at $29.99 rather than $30, and adjust accordingly. More competitive pricing means higher revenue and better margins, but it also increases customer trust when prices are consistent with market trends.
Pro Tip: Test different pricing strategies and monitor how they affect sales and customer behavior.
6. Better customer insights
According to McKinsey, AI-driven personalization and customer insights can improve marketing efficiency by 10-30% and cut costs significantly.
In 2025, AI will analyze customer data like purchase history, browsing patterns, and feedback to generate smarter, more actionable next steps. Instead of guessing what customers want, brands will have the data to predict it.
For example, Gorgias’s AI Agent for Sales can identify a shopper’s interest level and purchase intent and then use it to adjust its conversational strategy. It analyzes shopper data like browsing behavior, cart activity, and purchase history.
Here’s how it would behave for different customers:
- A browsing customer: AI Agent will ask clarifying questions
- An interested customer: AI Agent provides tailored recommendations and handles objections
- A customer with an intent to buy: AI Agent assists with checkout, payment, and nudges purchase
7. Personalized shopping
AI-driven personalization leads to a 5-10% higher customer satisfaction and engagement. Yet, only 15% have fully implemented it across all channels — leaving a huge gap to fill.
In 2025, AI-driven personalization will go beyond product recommendations. Brands will be able to adjust website layouts based on customer preferences, highlight products that align with their style, and even customize customer service interactions.
A higher level of personalization will boost conversion rates and customer satisfaction. When customers feel like a brand “gets” them, they’re more likely to make a purchase and come back for more.
For example, AI Agent for Sales can adjust discounts and provide smart incentives to drive sales. When adjusting for discounts, AI Agent analyzes shopper behavior, including browsing activity, cart status, and conversation context, to offer a discount based on how engaged and ready the shopper is to buy.
Pro Tip: Use AI to test different personalization strategies and refine them based on performance data. Small adjustments, like changing product order or highlighting specific categories, can have a big impact on sales.
8. Automated inventory management
Keeping the right products in stock at the right time is about to get a whole lot easier. In 2025, AI will predict demand patterns and automate restocking decisions based on sales trends, seasonality, and customer behavior. Instead of manually tracking inventory, AI will handle it in real time to avoid stock issues.
For example, AI could notice a spike in orders for a specific product right before the holidays. It could then automatically increase stock levels to meet demand or scale back on items that aren’t moving as fast. Real-time tracking means fewer missed sales and less wasted inventory.
Efficient inventory management not only cuts costs but also improves the customer experience. When products are consistently available, customers are more likely to trust and stick with your brand.
Pro Tip: Implement AI-powered inventory management to sync data across all sales channels. This ensures accurate stock levels and seamless fulfillment, whether customers are shopping online or in-store.
Embrace AI trends in your ecommerce store in 2025
AI makes it easier for brands to deliver a personalized and efficient shopping experience. From helping customers find products faster with visual search to automating support with conversational AI, there are plenty of opportunities for personalization.
The brands that adopt and refine these strategies now will be better positioned to meet customer expectations and stay ahead of the competition. Start by implementing conversational AI and later test some other AI trends like personalized suggestions.
Ready to see how AI can upgrade your brand? Book a demo to see AI Agent in action.
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Featured articles
Stop Chargebacks Before They Start: The Power of Fast Customer Support
TL;DR:
- Most chargebacks occur due to poor merchant communication rather than fraud. Customers choose this path when they feel ignored or frustrated.
- 80% of customers report never being contacted by merchants after filing a chargeback. 23% file immediately after an issue and 38% file within 1-3 days if unresolved.
- The most common chargeback reason is "product not received" (35%). 79% of all chargebacks are actually "friendly fraud" filed for invalid claims.
- Prevention requires fast customer support and automated chargeback management. Combining Gorgias for AI-powered support with Chargeflow for automated dispute management provides a comprehensive solution with faster resolutions and higher win rates.
Chargebacks are more than a thorn in a merchant’s side — they’re a growing financial and operational threat. According to Ethoca, chargebacks are projected to more than double, from $7.2 billion in 2019 to $15.3 billion by 2026 in the U.S. alone. And while fraud plays a role, the primary reason customers file chargebacks is simpler: they feel ignored.
At Chargeflow, we recently published a comprehensive report analyzing why customers dispute chargebacks. The findings were eye-opening. While it’s true that fraud is a real concern, most chargebacks happen for a different reason: a lack of communication between merchants and customers.
Top stats from Chargeflow’s report:
- 23% of customers file a chargeback immediately after an issue.
- 38% file a chargeback within 1-3 days if unresolved.
- 80% report never being contacted by the merchant.
- 52% are likely to dispute if the response is too slow.
When customers feel ignored or frustrated, they often turn to their bank for a solution instead of reaching out to the merchant first. Understanding these behaviors is key to preventing disputes before they escalate and cause chaos.
So, what actually drives customers to dispute charges? Here’s what the data says.
Why customers file chargebacks
While chargebacks are often the cost of doing business, the truth is that many disputes are preventable — but only if merchants understand the root causes. We identified five key drivers behind chargebacks.
1. Customers take immediate action
According to our research, most customers file a dispute right away after encountering an issue, leaving no opportunity to resolve the problem. Another 38% file within one to three days if they don’t receive a timely response.
Why? Customers assume the fastest way to get their money back is by filing a chargeback, especially if they receive no response from the merchant.
2. Lack of communication leads to disputes
We found that 80% of customers never receive a follow-up after filing a chargeback. Additionally, 64% of customers state immediate communication is crucial, yet many businesses fail to reach out.
- 90% of customers tried to reach out to the merchant first.
- If they don’t receive a response, they quickly file a dispute.
Why? Customers expect businesses to be proactive. When they don’t hear back quickly, they assume the merchant won’t help, making a chargeback seem like the best option.
3. Chargebacks are too easy for customers
98% of customers report a neutral to highly satisfactory experience when filing chargebacks, and only 12% are denied.
Why? Many customers believe chargebacks are faster and easier than dealing with merchants directly, especially if return policies are unclear.
4. Transaction issues drive chargebacks
The most common reason for filing a chargeback is “product not received” (35% of the cases). Other common reasons included:
- Fraudulent transaction claims - 16%
- Product significantly not as described - 15%
- Unauthorized transaction - 15%
Why? When customers don’t receive clear shipping updates or experience delivery delays, they assume their order won’t arrive and file a chargeback rather than waiting.
5. Friendly fraud is a major problem
Friendly fraud occurs when a cardholder makes a legitimate purchase but later disputes the charge as fraudulent or unauthorized, leading their card issuer to reverse the payment.
Our research found that:
- 21% of customers admitted to not fully understanding the chargeback process.
- Another 20% aren’t even aware of what a chargeback is.
- 97% of consumers believe they’ve never filed a chargeback incorrectly, while only 3% admit they have.
According to our State of Chargebacks report, 79% of chargebacks are actually friendly fraud, meaning they were filed for invalid reasons.
Why? Many customers mistakenly believe that a chargeback is just another way to request a refund, rather than a process intended for fraud or merchant failure.
📌 The takeaway: Most chargebacks aren’t actual fraud, but rather a result of customer confusion, impatience, or poor communication from merchants.
The solution: how to stop chargebacks before they happen
Merchants who want to stop chargebacks before they happen need a two-part strategy:
- Fast, customer-focused support to resolve issues before customers dispute charges.
- Automated chargeback management to detect and fight disputes efficiently, so merchants don’t lose revenue to invalid claims.
Chargebacks result from slow response times, poor communication, and unresolved issues, not fraud. Adopting AI-driven customer support and chargeback automation allows businesses to significantly reduce disputes and retain more revenue.
How AI-powered support & chargeback automation work together
Instant responses prevent frustration-driven chargebacks
Many chargebacks happen because customers don’t receive a fast enough response. In fact, 52% say they will dispute a charge if the response time is too slow. AI-powered chatbots provide real-time support, resolving issues before they escalate.
Proactive communication reduces uncertainty
Customers expect updates regarding orders and refunds, but often don’t receive them. 80% of customers report never hearing from a merchant after filing a chargeback.
Automated order updates, refund confirmations, and proactive notifications keep customers informed, reducing unnecessary disputes.
24/7 availability ensures no issues go unanswered
Customers expect round-the-clock support, but most businesses can’t provide live assistance. AI-powered ticketing and automation ensure every customer receives help, regardless of the time zone or urgency.
The result? Fewer chargebacks, faster resolutions, and increased customer satisfaction.
Actionable strategies for improving response times
Prioritize long-term clients
It’s impossible to please every customer. On average, chargebacks take 50 days to resolve successfully. Focus your energy on retaining high-value, long-term customers.
Prioritize high-risk inquiries
Lost inquiries take on average 15 days to resolve, and lost chargebacks take 38 days. Prioritize cases based on impact.
Build efficient escalation systems
Advanced automated ticketing systems can route inquiries and prioritize urgent cases.
Use pre-approved resolution templates
Ensure customer service teams have quick-response templates to speed their resolutions.
Work closely with shipping carriers
“Product not received” was the most cited reason for delivery-related chargebacks. Work closely with carriers and third-party suppliers to improve fulfillment and reduce disputes.
Leverage chargeback management tools
Use automated tools for real-time analytics, enhanced communication, and proactive alerts, which will reduce response times.
Gorgias & Chargeflow: A fully automated chargeback prevention system
Successfully tackling chargebacks requires both proactive customer support and automated dispute management. That’s why Gorgias and Chargeflow work so well together to give merchants a comprehensive defense against disputes.
Post-purchase automation isn’t just about reducing customer support workload or quick replies. It's about finding the most effective ways to increase customer loyalty and prevent disputes.
Learn more about how AI-driven automation enhances post-purchase experiences here.
How Gorgias prevents chargebacks with conversational AI
- Automated real-time responses engage customers before they decide to dispute charges.
- Proactive customer communication ensures customers receive updates on their orders, refunds, and transactions.
- 24/7 availability ensures customers receive the support they need without increasing overhead.
How Chargeflow automates chargeback prevention & recovery
- Pre-dispute alerts notify merchants before a chargeback is finalized and provide proactive intervention.
- AI-powered chargeback responses to automate evidence collection and improve win rates.
- Smart analytics to help merchants understand why disputes happen and how they can prevent them.
Final thoughts: Stop chargebacks before they start
As you know, chargebacks are costly, frustrating, but most importantly, preventable. Our research shows that most chargebacks don’t stem from fraud, but from poor communication, slow response times, and customer uncertainty.
By prioritizing fast, AI-driven customer support and automated chargeback management, merchants can resolve issues before they escalate, improve customer experience, and protect their revenue.
With Gorgias handling proactive customer support and Chargeflow managing chargeback disputes, merchants get a powerful, end-to-end prevention system that ensures fewer chargebacks, higher dispute win rates, and, at the end of the day, happier customers.
Don’t let chargebacks drain your revenue. Take control today with faster, smarter automation.
Download Chargeflow’s full Psychology of Chargebacks Report to dive deeper into the data and start preventing disputes before they happen.
9 Ways to Use AI to Personalize the Customer Journey
TL;DR:
- Use AI across both support and sales. Ecommerce brands are using AI to drive revenue and efficiency by combining automation in chat, email, and customer data with personalized product guidance and upsells.
- Analyze post-purchase surveys with AI to uncover customer insights. AI quickly identifies themes, sentiment, and trends from open-ended feedback to inform product, shipping, and support decisions.
- Predict customer intent with AI before they take action. By analyzing behavior like cart activity or page views, AI can engage high-intent shoppers with personalized nudges in real time.
- Automate QA and proactive support with AI. AI reviews 100% of conversations, flags quality issues, and triggers outreach for known problems — all before customers even ask.
Shoppers aren’t just open to AI — they’re starting to expect it.
According to IBM, 3 in 5 consumers want to use AI as they shop. And a McKinsey study found that 71% expect personalized experiences from the brands they buy from. When they don’t get that? Two-thirds say they’re frustrated.
But while most brands associate AI with support automation, its real power lies in something bigger: scaling personalization across the entire customer journey.
We’ll show you how to do that in this article.
AI for customer data
Before AI can personalize emails, recommend products, or answer support tickets, it needs one thing: good data.
That’s why one of the best places to start using AI isn’t in sales or support — but in enriching your customer data. With a deeper understanding of who your customers are, what they want, and how they behave, AI becomes a personalization engine across your entire business.
Enriching surveys with AI
Post-purchase surveys are gold mines for understanding customers — but digging through the data manually? Not so fun.
AI can help by analyzing survey responses at scale, identifying trends, and categorizing open-ended customer feedback into clear, actionable insights. Instead of skimming thousands of answers to spot what customers are saying about your shipping times, AI can surface those insights instantly — along with sentiment and behavior signals you might’ve missed.
Try this prompt when doing this: "Analyze 500 open-ended post-purchase survey responses. Identify the top 5 recurring themes, categorize customer sentiment (positive, neutral, negative), and surface any trends related to product quality, delivery experience, or customer support."
Predicting customer intent before they even say a word
One of AI’s biggest strengths? Spotting intent.
By analyzing things like page views, cart activity, scroll behavior, and previous purchases, AI can identify which shoppers are ready to buy, which ones are likely to churn, and which just need a little nudge to move forward.
This doesn’t just apply to email and retargeting. It also works on live chat, in real time.
Take TUSHY, for example.
To eliminate friction in the buying journey, TUSHY introduced AI Agent for Sales — a virtual assistant designed to guide shoppers toward the right product before they drop off.
Instead of letting potential customers bounce with unanswered questions, the AI Agent steps in to offer:
- Personalized product recommendations based on shopper questions
- Compatibility guidance (especially for customers unsure which bidet works with their toilet)
- Real-time installation tips and links to helpful how-to articles
With a growing product catalog, TUSHY realized first-time buyers were overwhelmed with options — and needed help choosing what would work best for their home and hygiene preferences.
“What amazed us most is that the AI Agent doesn’t just help customers choose the perfect bidet for their booty — it also provides measurement and fit guidance, high-level installation support, and even recommends all the necessary spare parts for skirted toilet installations. It’s ushering in a new era of customer service — one that’s immediate, informative, and confidence-boosting as people rethink their bathroom habits.”
—Ren Fuller-Wasserman, Sr. Director of Customer Experience at TUSHY
Forecasting revenue by segment
AI also helps you see the road ahead.
Instead of looking at retention and loyalty metrics in isolation, AI can help you forecast what’s likely to happen next and where to focus your attention.
By segmenting customers based on behaviors like average order value, order frequency, and churn risk, AI can identify revenue opportunities and weak spots before they impact your bottom line.
All you need is the right prompt. Here’s an example you can run using your own data in any AI tool:
Prompt: “Analyze my customer data to forecast revenue by segment. Break customers into at least three groups based on behavior patterns like average order value, purchase frequency, and churn risk.
For each segment, provide:
- A projected revenue trend for the next quarter
- A key insight about their behavior
- One actionable recommendation to either grow or retain revenue from that segment.”
Here’s what a result might look like:
- VIPs (Top 5% by LTV): Predicted 15% growth next quarter based on repeat behavior
- One-time Buyers: 70% churn risk flagged—time to trigger a win-back campaign
- Discount-Only Shoppers: Revenue likely to dip unless incentive strategy changes
Instead of flying blind, you’re making decisions with clarity — and backing them with data that scales.
AI for sales
When used strategically, AI becomes a proactive sales agent that can identify opportunities in real-time: recommending the right product to the right shopper at the right moment.
Here’s how ecommerce brands are using AI to drive revenue across every part of the funnel.
Dynamic pricing that responds to the market (and the shopper)
Your prices shouldn’t be static — especially when your competitors, inventory, and customer behavior are anything but.
AI-powered pricing tools like AI Agent for Sales help brands automatically adjust pricing based on shopper behavior. The goal is to make the right offer to the right customer.
For example:
- Show a discount to a price-sensitive shopper who’s hesitating at checkout
- Recommend premium add-ons to high-LTV customers who are more likely to spend
With dynamic pricing, you can protect your margins and boost conversions — without relying on blanket sales.
Turning chat into a personal shopper (that never sleeps)
AI-powered chat is no longer just a glorified FAQ. Today, it can act as a real-time shopping assistant — guiding customers, boosting conversions, and helping your team reclaim time.
That’s exactly what Pepper did with “Penelope,” their AI Agent built on Gorgias.
With a rapidly growing product catalog (22 new SKUs in 2024 alone), Pepper knew shoppers needed help discovering the right products. Customers often had questions about styles, materials, or sizing, and if they didn’t get answers right away, they’d abandon carts and move on.
Instead of hiring more agents to keep up, Pepper deployed Penelope to live chat and email.
Her job?
- Instantly answer questions about fit, fabric, or product differences
- Guide shoppers toward the best option for their needs
- Recommend complementary products (like matching panties or bottoms)
- Free up agents to focus on higher-value 1:1 moments, like virtual fit sessions
“With AI Agent, we’re not just putting information in our customer’s hands; we’re putting bras in their hands... We’re turning customer support from a cost center to a revenue generator.”
—Gabrielle McWhirter, CX Operations Lead at Pepper
Let’s look at how Penelope performs on the floor:
Real-time recommendations
A shopper asked about the difference between two wire-free bras. Penelope broke down the styles, support level, and fabric in plain language — then followed up with personalized suggestions based on the shopper’s preferences.
Proactive engagement
Using Gorgias Convert chat campaigns, Pepper triggers targeted messages to shoppers based on behavior. If someone is browsing white bras? Penelope jumps in and offers assistance, often leading to faster decisions and fewer abandoned carts.
Intelligent upsells
If a customer adds a swimsuit top to their cart, Penelope suggests matching bottoms. No full-screen popups, no awkward sales scripts — just thoughtful, helpful guidance.
Support and sales in one
Penelope also handles WISMO tickets and return inquiries. If a shopper is dealing with a sizing issue, Penelope walks them through the return process and links to Pepper’s Fit Guide to make sure the next purchase is spot on.
By implementing AI into chat, Pepper saw a 19% conversion rate from AI-assisted chats, an 18% uplift in AOV, and a 92.1% decrease in resolution time.
With Penelope handling repetitive and revenue-driving tasks, Pepper’s team now has more time to offer truly personalized touches — like virtual fit sessions that have turned refunds into exchanges and even upsells.
Curating bundles with AI-powered sales data
Bundling is a proven tactic for increasing AOV — but most brands still rely on subjective judgment calls or static reports to decide which products to group.
AI can take this a step further.
Instead of just looking at what’s bought together in the same cart, AI can analyze purchase sequences. For example, what people tend to buy as a follow-up 30 days after their first order. This gives you powerful clues into natural buying behavior and bundling opportunities you might’ve missed.
If you’re looking to explore this at scale, you can use anonymized sales data and feed it into AI tools to surface patterns in:
- Frequently bundled items
- Follow-up purchases within a set time frame
- High-value product pairings with repeat potential
Try this prompt:
"Analyze this spreadsheet of order data and identify product bundle opportunities. Look for: (1) products frequently purchased together in the same order, (2) items commonly bought as a second purchase within 30 days of the first, and (3) patterns in high-value or high-frequency product pairings. Provide insights on the most promising bundles and why they might work well together."
Just make sure you’re keeping customer data anonymous — and always double-check the insights with your team.
Related: Ecommerce product categorization: How to organize your products
AI for support
AI isn’t just here to deflect tickets. From quality assurance to proactive outreach, AI can elevate the entire support experience — on both sides of the conversation.
Quality checks powered by AI
Manual QA is slow, selective, and often feels like it’s chasing the wrong tickets.
That’s where Auto QA comes in. Instead of reviewing just a handful of conversations each week, Auto QA evaluates 100% of private messages, whether they’re handled by a human or an AI agent.
Every message is scored on key metrics like:
- Resolution completeness
- Brand voice
- Empathy and tone
- Accuracy
It gives support leaders a full picture of how their team is performing, so they can coach with clarity, not just gut feeling.
Here’s what brands can do with automated QA:
- Save time by focusing only on the conversations that need attention
- Ensure consistency across agents and AI with a single scoring standard
- Improve agent performance with targeted coaching and feedback
- Deliver higher-quality support that customers actually notice
Let’s walk through a real example.
Customer: “Hi, my device broke, and I bought it less than a month ago.”
Agent: “Hi Kelly, please send us a photo or a video so we can determine the issue with your device.”
Auto QA flags this interaction with:
- Communication Score: 3/5 — The agent was clear, but could have shown more empathy in tone.
- Resolution Score: Complete — The issue was addressed effectively.
Proactive support that reaches out first
Reactive support is table stakes. AI takes it a step further by anticipating issues before they happen — and proactively helping customers.
Let’s say login errors spike after a product update. AI detects the surge and automatically triggers an email to affected customers with a simple fix. No need for them to dig through help docs or wait on chat — support meets them right where they are.
Proactive AI can also be used for:
- Order delay notifications with live tracking updates
- Subscription renewal reminders
- Back-in-stock alerts with support follow-up for next steps
This saves the time of your agents because the AI will spot problems before they turn into tickets.
Understanding sentiment at scale
Your customers are telling you what they think. AI just helps you hear it more clearly.
By analyzing reviews, support tickets, post-purchase surveys, and social comments, AI can spot sentiment trends that might otherwise fly under the radar.
For example:
- Multiple reviews mention “runs small”? AI flags it, so your team can update the product description or add a sizing chart.
- A sudden rise in “frustrated” language in support tickets? Time to check if something’s off with your shipping or product quality.
Related: 12 ways to upgrade your data and trend analysis with Ticket Fields
Personalization at scale starts with the right AI stack
Whether you’re enriching customer data, making smarter product recommendations, triggering dynamic pricing, or proactively resolving support issues, AI gives your team the power to scale personalization without sacrificing quality.
With Gorgias, you can bring many of these use cases to life — from AI-powered chat that drives conversions to automated support that still feels human.
And with our app store, you can tap into additional AI tools for data enrichment, direct mail, bundling insights, and more.
Personalized ecommerce doesn’t have to mean more work. With the right AI tools in your corner, it means smarter work — and better results.
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Should Brands Disclose AI in Customer Interactions? A Guide for CX Leaders
TL;DR:
AI is everywhere in customer service—powering live chats, drafting responses, and handling inquiries faster than ever.
But as AI takes on more of the customer experience, one question keeps coming up: Should brands tell customers when they’re talking to AI?
Legally, the answer depends on where you operate. Ethically? That’s where things get interesting. Some argue that transparency builds trust. Others worry it might undermine confidence in support interactions.
So, what’s the right move?
This guide breaks down the debate and gives CX leaders a framework to decide when (and how) to disclose AI—so you can strike the right balance between innovation and trust.
The legal landscape: What are the disclosure requirements?
Depending on where your business operates, disclosure laws may be strict, vague, or nonexistent. Some laws, such as the California Bolstering Online Transparency Act, prohibit misleading consumers about the use of automated artificial identities.
For maximum legal protection, it’s best to proactively disclose AI use—even when not explicitly required.
A simple disclaimer can go a long way in avoiding legal headaches down the line. Here’s how to disclose AI use in customer interactions:
- In email: Use your email signature to indicate that AI has assisted in generating the response.
- In chat: Update your Privacy Policy to clarify when AI is involved in customer interactions.
Truthfully, AI laws are evolving fast. That’s why we recommend consulting legal counsel to ensure your disclosure practices align with the latest requirements in your region.
But beyond avoiding legal trouble, transparency around AI usage can reinforce customer trust. If customers feel deceived, they may question the reliability of your brand, even if the AI delivers great service.
Related reading: How AI Agent works & gathers data
How does disclosure impact trust and satisfaction?
Research shows that 85% of consumers want companies to share AI assurance practices before bringing AI-driven products and experiences to market.
But what does “transparency” actually mean in this context? An article in Forbes broke it down, explaining that customers expect three key things:
- Clear disclosure: They want to know when AI is (and isn’t) used in customer interactions.
- Simple, non-technical language: AI disclosures shouldn’t feel like reading a terms-of-service agreement. Keep it digestible.
- Easy-to-find information: AI disclosures should be visible—not buried in fine print. A chatbot notification, a banner on your site, or a brief message before an AI-powered chat begins can make a big difference.
How you disclose AI matters just as much as whether you disclose it. At the end of the day, AI isn’t inherently good or bad—it’s all about how it’s implemented and trained.
The business perspective: Risks and benefits of AI transparency
The way a brand approaches AI disclosure can impact trust, satisfaction, and even conversion rates—making it a decision that goes beyond simple legal requirements.
While some customers appreciate honesty, others may hesitate if they prefer human support. Brands must weigh the pros and cons to determine the best approach for their audience.
Risks of disclosure
Let’s be honest: AI in customer service still carries baggage. While some consumers embrace AI-driven support, others hear "AI" and immediately picture frustrating, robotic chatbots that can’t understand their questions.
This is one of the biggest risks of transparency: customers who’ve had bad AI experiences in the past may assume the worst and disengage the moment they realize they’re not speaking to a human.
For brands that thrive on personal connection and high-touch service, openly stating that AI is involved could create skepticism or drop-off rates before customers even give it a chance.
Another challenge? The perception gap.
Even if AI is handling inquiries smoothly, some customers may assume it lacks the empathy, nuance, or problem-solving skills of a live agent. Certain industries may find that transparency about AI use leads to more escalations, not fewer, simply because customers expect a human touch.
Benefits of disclosure
Despite the risks, transparency about AI can actually be a trust-building strategy when handled correctly.
Customers who value openness and ethical business practices tend to appreciate brands that don’t try to disguise AI as a human.
Being upfront also manages expectations. If a customer knows they’re speaking to AI, they’re less likely to feel misled or frustrated if they encounter a limitation. Instead of feeling like they were "tricked" into thinking they were talking to a human, they enter the conversation with the right mindset—often leading to higher satisfaction rates.
And then there’s the long-term brand impact.
If customers eventually realize (through phrasing, tone, or inconsistencies) that they weren’t speaking with a human when they thought they were, it can erode trust.
Deception—whether intentional or not—can backfire. Proactively disclosing AI use prevents backlash and reinforces credibility, especially as AI becomes a bigger part of the customer experience.
Example: How Arcade Belts used AI transparency without losing the human touch
Arcade Belts, known for its high-quality belts, wanted to improve efficiency without compromising customer experience. By implementing Gorgias Automate, they reduced their reliance on manual support, creating self-service flows to handle common inquiries.
Initially, automation helped manage routine questions, such as product recommendations and shipping policies. But when they integrated AI Agent, they cut their ticket volume in half.
The transition was so seamless that customers often couldn’t tell they were interacting with AI. “Getting tickets down to just a handful a day has been awesome,” shares Grant, Ecommerce Coordinator at Arcade Belts. ”A lot of times, I'll receive the response, ‘Wow, I didn't know that was AI.”
You can read more about how they’re using AI Agent here.
Decision-making framework: Should you disclose AI?
We mentioned it earlier, but deciding whether or not to disclose your use of AI in customer support depends on compliance, customer expectations, and business goals. That said, this four-part framework helps CX leaders evaluate the right approach for their brand:
Step 1: Assess legal requirements
Before making any decisions, ensure your brand is compliant with AI transparency regulations.
- Research regional laws governing AI disclosure, as requirements vary by jurisdiction.
- Consult legal counsel to confirm whether your AI usage falls under any mandated disclosure policies.
- Stay informed on evolving AI governance frameworks that could introduce new compliance obligations.
Step 2: Review customer expectations and brand positioning
AI transparency should align with your brand’s values and customer experience strategy.
- Consider whether transparency supports your brand’s messaging—does your audience expect openness, or do they prioritize seamless interactions?
- Analyze customer sentiment through surveys and engagement data to determine if they prefer knowing when they’re speaking with AI.
- Review past AI interactions to identify patterns in customer reactions and adjust your approach accordingly.
Step 3: Test both approaches and measure the impact on CSAT
Rather than making assumptions, run controlled tests to see how AI disclosure affects customer satisfaction.
- Conduct A/B tests comparing interactions with and without AI disclosure.
- Track key support metrics like response time, CSAT scores, and AI resolution rates to measure effectiveness.
- Experiment with different positioning strategies—does framing AI as a helpful assistant improve customer perception?
Step 4: Adjust based on customer feedback and industry trends
AI strategies shouldn’t be static. As customer preferences and AI capabilities evolve, brands should refine their approach accordingly.
- Regularly collect customer feedback to understand how AI disclosure impacts their experience.
- Monitor industry trends to see how competitors and market leaders are handling AI transparency.
- Stay flexible—if sentiment shifts, be ready to adjust your disclosure strategy to maintain trust and efficiency.
Best practices for AI disclosure (if you choose to disclose)
If you decide to be transparent about AI in customer interactions, how you communicate it is just as important as the disclosure itself. Let’s talk about how to get it right and make AI work with your customer experience, not against it.
First, make AI part of your brand voice
AI doesn’t have to sound like a corporate FAQ page. Giving it a personality that aligns with your brand makes interactions feel natural and engaging. Whether it’s playful, professional, or ultra-efficient, the way AI speaks should feel like a natural extension of your team, not an out-of-place add-on.
Instead of:
"I am an automated assistant. How may I assist you?"
Try something on-brand:
"Hey there! I’m your AI assistant, here to help—ask me anything!"
A small tweak in tone can make AI feel more human while still keeping transparency front and center.
Read more: AI tone of voice: Tips for on-brand customer communication
Clarify the AI’s role
One of the biggest mistakes brands make? Leaving customers guessing whether they’re speaking to AI or a human. That uncertainty leads to frustration and distrust.
Instead, be clear about what AI can and can’t do. If it’s handling routine questions, product recommendations, or order tracking, say so. If complex issues will be escalated to a human agent, let customers know upfront.
Framing matters. Instead of making AI sound like a replacement, position it as a helpful extension of your support team—one that speeds up resolutions, but hands off conversations when needed.
Blend human and AI seamlessly
Even the best AI has limits—and customers know it. Nothing is more frustrating than a bot endlessly looping through scripted responses when a customer just needs a real person to step in.
AI should be the first line of defense, but human agents should always be an option, especially for high-stakes or emotionally charged interactions.
A smooth handoff can sound like:
"Looks like this one needs a human touch! Connecting you with a support expert now."
Frame AI messaging positively
AI disclosure doesn’t have to feel like an apology. Instead of focusing on limitations, highlight the benefits AI brings to the experience:
- Faster responses
- 24/7 availability
- Instant answers to common questions
It’s the difference between:
"This is an AI agent. A human will follow up later."
vs.
"I’m your AI assistant! I can answer most questions instantly—but if you need extra help, I’ll connect you with a team member ASAP."
The right framing makes AI feel like an advantage, not a compromise.
Monitor customer feedback and adjust messaging
AI perception isn’t static. Regularly analyzing sentiment data and customer feedback can help refine AI messaging over time—whether that means adjusting tone, improving explanations, or updating how AI is introduced.
When you follow these best practices, AI can be a real gamechanger for your customer support. Just take it from Jonas Paul…
When AI is done right: Jonas Paul’s success story
Jonas Paul Eyewear, a direct-to-consumer brand specializing in kids' eyewear, needed a way to manage high volumes of tickets during the back-to-school season without overwhelming their customer care team.
To streamline these conversations, Jonas Paul implemented AI Agent to provide instant responses to FAQs. This allowed human agents to focus on more complex cases that required personalized attention.
“Being able to automate responses for things like prescription details and return policies has allowed us to focus more on the nuanced questions that require more time and care. It’s been a game changer for our team,” said Lynsay Schrader, Lab and Customer Service Senior Manager and Jonas Paul.
Jonas Paul saw a 96% decrease in First Response Time and a 2x ROI on Gorgias’s AI Agent with influenced revenue. You can dive in more here.
Make AI transparency work for you with AI Agent
Whether or not your brand chooses to disclose AI in customer interactions, the key is to ensure AI enhances the customer experience without compromising transparency, accuracy, or brand identity.
So how can you get started? Gorgias AI Agent was built with both effectiveness and transparency in mind.
For every interaction, AI Agent provides an internal note detailing:
- The Guidance, Articles, or Macros it referenced
- The source of any account information it used
- A prompt for your feedback to continually refine and improve responses
Excited to see how AI Agent can transform your brand? Book a demo.
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Further reading
Live Statistics for teams who want to perform
Do you switch multiple screens and views to understand what’s going on with your team? If you do, we’re happy to report that there is now a shortcut. 🪄 Live Statistics on Gorgias is your destination to get a quick overview of ticket volume, agent activity and active channels in real-time.
Where is it?
It’s up top! Once you navigate to Statistics, you will see Live Statistics conveniently placed at the top. Click on Overview to see a snapshot of all customer support activity over all channels and agents.
Ok, what am I looking at?
In Live Overview, you will see the number of Agents Online and offline. Next to these, you will find the numbers of Open Tickets in two sections (to indicate whether they’re assigned or unassigned).
Pro tip: Hover over the tooltip to see a quick list of the actual agents who are online and offline. ⬇️
Consider the number of Agents Online compared to Open Tickets
Say it’s late afternoon and you’re seeing a spike in open tickets. In Live Overview, you read 60 Open Tickets, and only 2 Agents Online. → 30 tickets per person 😱
With this information, you can immediately make decisions and take action on how to handle the higher volume your team is experiencing. For example, you may consider:
• Going to Live Agents Statistics to see the number of Chat tickets
• Creating a macro and a rule for your Chat customers who are waiting for longer than 1 minute ⌛️
• Creating a macro and a rule to set expectations around the delay
• Check internally to see if there is a problem with your delivery ops
• Stepping in to answer tickets with the Urgent tag
Knowing exactly what’s going on as it happens live, later observing fluctuations in First Response Time or Resolution Time won’t catch you by surprise. You can make a better assessment on your team’s performance by being fully aware of the circumstances around your metrics.
In Live Statistics, we simplify and organize information so you can be fully aware without needing to contact your team personally or be physically there.
Monitor Support Volume live
In Live Overview, you will see a nice graph to inform you on the hourly Support Volume. Use this graph to see how your team is responding to inquiries as they emerge.
Looking at this graph, you can quickly grasp the volume you’re getting by the number of Tickets Created, Tickets Replied and Tickets Closed separately, but on the same timeline so you can compare.
Observe when Tickets Created see a spike, compare it to Tickets Replied
When do you receive the bulk of inquiries? Does it happen before business hours?
You can see above an example where a lot of customers decided to contact the support team throughout the night. As a manager, you can monitor to see if this is a consistent pattern over time, and develop strategies on the support and operations side to improve experience. Looking at this graph, and seeing this type of pattern, you may want to ask:
• Are these tickets urgent? Are we properly auto-tagging to identify urgency?
• Are my agents ready to tackle this ticket volume at the beginning of their shift?
• Are these tickets auto-assigned?
• If these inquiries are urgent, should we set autoresponders?
• Is it worth getting additional staffing or how can I leverage self-service?
Monitoring the Support Volume graph, you can start to detect patterns that are connected to the entire customer experience. Anticipating problems or delays before they can occur, you can take measures to improve CSAT despite the predicaments due to international shipping challenges or a mix-up on a batch of orders etc. You can use the visibility and insights from Live Statistics to inform your overall operations.
Live means real-time
Live Statistics is designed to inform you on an hourly basis. It gathers the right metrics and combines them strategically so you can get the right information and react quickly without being there.
All metrics in Live Statistics reflect your current day from 12:00 am to 11:59 pm in your time zone. If you need to change the time zone, you can easily do this in Business Hours under Settings.
Who is working?
In Live Agents, you will see whether each team member is currently online or offline, indicated by a green dot if they’re online - 💪 working away, or an orange dot indicating that 💤 they’re offline.
Pro Tip: Hover over these dots to see when they signed in (on the green dot), and when they were last seen that day (on the orange dot).
Live Agents Statistics will show you the exact amount of time each team member has been online in hours and minutes (e.g. 2h 6m). On this table, you will also see the number of Tickets Closed and Messages Sent. The ability to see this exact combination of data per agent will really help you monitor your team’s efficiency and know which agents to coach to improve performance.
Have all of your team use this, so everyone can self-check 🩺 and have their sense of achievement for the day based on data - 😉 not just feelings. Reviewing Live Statistics as a team, you can collaborate to come up with effective strategies to reduce the rate of messages sent per ticket closed.
Who is working on what?
Located in the far right column, Open Tickets 🤩 feature makes Live Statistics whole. This is where you can clearly see who’s working on what. You can see the total number of open tickets currently being helped by each team member. Placed immediately next to this number is the breakdown by channel.
You can read above how Jenny has 15 open tickets, with 3 from Chat, 7 from Email, 3 from Facebook and 2 from Instagram.
Click on this number to see just exactly what Jenny’s working on. Each of the numbers provided under Open Tickets, the total and by channel, is clickable and it will bring you to a readily filtered view where you can take a closer look at what your agent has at hand.
This experience will help you review your team’s activity in microscopic detail as you desire, without needing to interfere or navigate to different Views.
Help your team on the spot
Check out the full combination of Online Time, Tickets Closed, Messages Sent and Open Tickets. Let’s bring back Jenny and look closer to see that she has 3 Tickets Closed, 12 Messages Sent and 15 Open Tickets. Under Online Time, it reads 6h 12m so she is approaching the end of her shift.
Right away, we can notice that she’s approaching the end of her shift with a lot (15) more tickets to go. There’s no need to get alarmed, but it’s better to take a quick look at what’s going on. Clicking on the number listed under Open Tickets, we can easily review the tickets she’s working on. Taking a quick look at her tickets, we notice a shipping problem on multiple orders - all large items shipping internationally with a third party. Knowing Jenny’s not familiar with third party shipping, we can remove these tickets from Jenny’s queue and make sure that we mark our calendar to train her on this topic before BFCM hits. ✅
All of these features in Live Statistics, Overview and Agents are designed to give you full visibility and control so you can take timely action to remove stress from work and from your team. 😅
Still waiting to give it a try? Go to Live Statistics now ➡️
📞 Let’s get on a call to have a quick chat.
✏️ We love hearing your insights, please drop us a note here.
7 new apps that integrate with Gorgias
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:
- LoyaltyLion
- Twitter (No longer supported in 2023)
- Call Hippo
- Shipup
- Tolstoy
- Autopilot
- Sentisum
- 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.
Top 10 Integrations Used by Gorgias Ecommerce Merchants
Have you ever wondered how other leading ecommerce stores manage customer support, especially when they are using Gorgias? We love identifying these trends and wanted to see what integrations have been the most useful in our customers' ecommerce tech stacks so far.
In order to help you bring all your customer data in one place and offer truly exceptional, personalized support, here are the top 10 integrations being used by Gorgias customers:
- Email, specifically Gmail
- Gorgias Chat
- Facebook and Instagram
- SMS apps
- Klaviyo
- Recharge
- Phone, either our native solution or Aircall
- Yotpo
- Smile
- ChannelReply
1. Email, specifically Gmail
If you've been worried that email is becoming obsolete in the age of chat boxes and SMS support, don't be. Email is the leading support channel on Gorgias, used by 67% of customers.
This make sense. While faster, more instantaneous methods of communications are becoming common, email is still the primary channel to answer complicated support questions and send transactional messages like shipping updates, return logistics, and order/cancellation confirmations.
Of email integrations, Gmail is the leading provider with 59% of Gorgias customers having it active.
To learn more about our Gmail integration, click here.
2. Gorgias chat
Chat support is the second most common channel we see our merchants using, in order to offer real-time communication in addition to traditional emails or tickets. And thanks to our native chat integrations, it's easier than ever to launch a chat widget on your website.
57% of Gorgias merchants use our native chat integrations to offer real-time support.
This allows your shoppers to talk to an agent faster, but also presents a great opportunity to implement self-service options so they can help themselves. (Our Self-Service Chat Portal can help with that!)
3. Facebook and Instagram
Managing inquiries on social media and gaining insights into the conversations happening in those communities is te next priority for our merchants.
Over 50% of Gorgias brands are integrated with Facebook and/or Instagram.
Our Facebook integrations (which also includes Instagram) allows you to manage messages, comments, ad comments, and mentions as tickets in Gorgias. This gives your agents visibility into every conversation no matter where it happens, and empowers them to reply directly to shoppers without having to log into separate platforms or coordinate with your brand's social media team.
"The Gorgias-Facebook-Shopify integration is amazing. We've stopped hunting and matching Facebook users to customer accounts on Shopify. The information we need is surfaced so we can respond better and faster. Gorgias allows us to operate both ecommerce and social commerce business seamlessly." - Guita Gopalan, Chief Revenue Officer at Ellana
Nervous about the quantity of tickets that would be created from integrating social channels with Gorgias? Don't be. You can use Rules to filter out comments your team doesn't need to worry about (like comments that only consist of emojis), or even auto-assign tickets to specify agents/teams so no one has to triage the requests.
4. SMS apps
Text message marketing has become an incredible revenue generator for ecommerce brands, but it also opens another new communication channel with your customers: SMS.
In order to make the most of SMS as a marketing tool, you also need to be ready to support it when customers reply back with questions. That's where Gorgias comes in; we integrate with SMS apps to help you connect your agents with shoppers sooner and collect all customer conversations in one place.
Over 23% of Gorgias customers are integrated with an SMS tool.
The top SMS apps connected to Gorgias are:
- Attentive, used by 10% of merchants
- Postscript, used by 8% of merchants
- SMS Bump, used by 5% of merchants
"Working with Postscript and Gorgias gave us the leverage to keep customers close to deliver the best possible customer experience. It is super helpful to have a full view of the customer, all in one-spot." -Eli Weiss, Director of CX at OLIPOP
5. Klaviyo
The next app on our list will help you collaborate with your marketing team to create a best-in-class shopper experience, whether they are interacting with the support team or receiving the latest promotion.
Klaviyo is an email and SMS marketing app for businesses that sell online. Our integration connects the two platforms, allowing you to use the data to create better campaigns.
17% of Gorgias merchants are integrated with Klaviyo.
With this integration, you can push Gorgias events into Klaviyo for advances and customer-centric email segmenting.
For example, here are some of the ways we've seen customers use the two tools together:
- Promoting sales or new products to customers who had positive support experiences to drive upsell and revenue generation from support.
- Excluding customers with open support tickets from promotional messaging campaigns.
- Sending target coupons or discounts to win back customers who reported poor support experiences.
You can learn more about our Klaviyo integration or activate it here.
6. Recharge
The most common integration will help with subscription management, which is probably no surprise: Even with a great payment platform, subscription questions and transactions tend to result in a lot of support requests.
Recharge us a subscription and recurring payment platform for ecommerce sites, and helps you turn transactions into relationships.
15% of Gorgias merchants are integrated with Recharge.
Connect Gorgias and ReCharge for a simple way to manage customer subscriptions and customer service from one convenient location.
When you integrate Gorgias and Recharge, you can:
- Display ReCharge subscriptions next to support tickets in Gorgias, to gather full customer context before replying to questions.
- Cancel subscriptions, re-activate subscriptions, or refund a charge (either partially or totally) right from the Gorgias helpdesk.
- Embed ReCharge data in your Macro replies to automate the most common support questions.
Click here to learn more about our Recharge integration.
7. Phone, either our native solution or Aircall
It's clear that digital support is the first priority for most of our merchants, as seen by email, chat, and social media being the top three integrations on our list.
Sometimes it's nice to have a real conversation with your customers, however, which is why phone integrations are next.
12% of merchants offer phone support.
Many use our Aircall integration, which is great if you need the advanced feature a dedicated tool like Aircall provides. If you're just adding phones for the first time, we released a native phone integration this year that's helping merchants begin to offer voice support.
8. Yotpo
Beyond answering customer questions, your support team may want to engage with reviews from shoppers in order to address issues, win back unhappy customers, and interact with your biggest fans!
Yotpo, a platform for ecommerce marketing and reviews, is great for this.
Over 8% of Gorgias merchants have activated our Yotpo integration.
The integration allows you to:
- Display customer's Yotpo data un Gorgias customer Activity Sidebar such as loyalty points, provided ratings, latest reviews, etc.
- Manage customer loyalty plans (change point balance, assign VIP tier, honor redemptions, and send rewards) from the Gorgias sidebar.
- Respond to a question with an answer either publicly or privately as new tickets.
- Moderate customer reviews (product and site) and questions from within Gorgias as new tickets.
- Request reviews from a customer.
Click here to learn more about our Yotpo integration and activate it.
9. Smile
No one knows your shoppers quite like your support team, which makes an integration with a loyalty app a natural fit! Smile.io is a favorite of Gorgias merchants, which helps you manage a reward program and build strong relationships with your newest and most loyal customers.
6% of Gorgias merchants integrate with Smile.io.
With this integration, you'll be able to see customer loyalty information right next to tickets in Gorgias, so every agent knows when they are talking to a new customer or one of your VIPs! You can also use this information to help triage tickets or separate ticket views by loyalty status (which is great for managing different levels of support SLAs).
To learn more about our integration with Smile.io and activate it for your account, click here.
10. ChannelReply
If your shop sells on public marketplaces beyond your own Shopify store, the final app on our list is a must. ChannelReply helps you manage messages from Amazon, eBay, and Walmart.
With our integration, you can then manage all those messages right from your helpdesk, eliminating the need for your agents to open different browser tabs for each platform.
Over 5% of Gorgias merchants use the ChannelReply integrations.
To learn more about ChannelReply and activate the integration for your account, click here.
And there you have it: The top 10 integrations with Gorgias in 2021! We hope this helps inspire you how you can use your helpdesk to offer exceptional, conceptual support and how to streamline the tools your store uses everyday to grow your business.
To get more ecommerce tool suggestions, check out our list of 150+ great tools. And to view all integrations with our platform, visit the Gorgias App Store.
12 New Apps That Integrates With Gorgias
Gorgias connects to over 65 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 12 new integrations:
- SMS Live
- Checkout Champ
- CallHippo
- Konnektive
- TXTFi
- Shopney
- ReturnLogic
- Stateset
- Gatsby
- Trustpilot
- ShipBob
- AfterShip
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. SMS Live
SMS Live is an SMS texting app for Shopify and Shopify Plus. When you add this integration, you’ll see customer information from SMS Live in the Gorgias sidebar, so your agents don’t have to switch between the two applications. You’ll also be able to respond to SMS messages within the Gorgias helpdesk or switch those conversations to a different channel, such as email or phone.
2. Checkout Champ
Checkout Champ simplifies the checkout process and makes it easy to charge for subscription services or one-click upsells. With the Gorgias integration, you can manage all of your customer interactions to include refunds, fulfillment tracking, purchase alterations, and all messaging and tickets.
3. Konnektive
Konnektive is a cloud-based CRM and order management solution that helps optimize, centralize, and automate ecommerce business processes. With this integration, you can display order information right next to tickets in Gorgias and update customer information between the two platforms. It automatically comes with 10 pre-built Macros, to help you get started right away!
4. TXTFi
TXTFi allows brands to leverage purchasing through SMS and ensures side-by-side customer support to communicate with customers in real time. With this integration, you can manage SMS conversations from TXTFi as tickets in Gorgias in order to quickly connect your shoppers with a live agent.
5. Shopney
Shopney is a mobile app builder for Shopify and Shopify Plus that lets you build an app for your store in just one day. With this integration, the conversations that happen through Shopney’s in-app live chat can be managed in the Gorgias helpdesk for a streamlined experience for your agents.
6. ReturnLogic
ReturnLogic helps D2C brands give their customers an easy returns process while automating workflows for their customer service and warehouse teams. With the Gorgias integration, you can embed the Gorgias Chat Box right on the ReturnLogic portal, giving shoppers another opportunity to make their return, exchange, or warranty process as smooth as possible. You can also manage these chat conversations in Gorgias and populate ReturnLogic data into Gorgias tickets.
7. Stateset
Stateset is your single source of truth for managing your online business and automating your commerce operations. The Stateset AI Responder app uses state-of-the-art artificial intelligence and robotic process automation to quickly and accurately build data-driven responses ready for your customer service team to approve. When you connect the Gorgias integration, you can start generating intelligent and dynamic responses directly from Gorgias or from within Shopify.
8. Gatsby
See Instagram insights when responding to tickets, track Instagram mentions and engagement for your brand, and automate valuable influencer workflows all in Gorgias.
With the Gorgias and Gatsby integration, you can now identify when influential customers are reaching out for support and take that into account when prioritizing tickets, asking them to share positive support experiences and more.
9. Trustpilot Reviews
Trustpilot Reviews is a customer review platform. With the Gorgias integration, you can streamline review responses with machine learning and AI. Trustpilot Review data is displayed in the Gorgias Customer Sidebar, ready to be leveraged by agents to reward happy customers and help recover customers at risk of churn.
10. ShipBob
ShipBob is an ecommerce fulfillment solution for online brands. With the Gorgias integration, you can sync customer and order information associated with a specific ShipBob account into the corresponding Gorgias account. You can also display data from ShipBob in the Customer Sidebar, and use that data in Gorgias Macros to automate responses to common claims.
11. AfterShip
AfterShip is an automated shipment tracking platform for e-commerce businesses. With the Gorgias integration, you can sync and display all customer shipment tracking data in the Customer Sidebar, allowing your agents to quickly answer questions without switching applications.
To add these integrations and discover more, go to the Gorgias App Store.
10 Rules to Help You Efficiently Manage Instagram Interactions on Gorgias
Instagram is really the perfect social channel for Ecommerce brands. You can show off your products, share user-generated content, and engage with your community to build brand loyalty.
All that engagement is great, except it adds a task to your plate that quickly multiplies as your brand grows: You have to interact back. Or at least you should, if you want to capitalize on all that engagement!
Sometimes your marketing team or social media manager will handle Instagram replies, but sooner or later you’ll start to get the “Where is my order?” (or “WISMO”) question from shoppers, regardless of the content being shared. This can result in an inefficient workflow between social and support teams to communicate the question, track down an order status, and get a reply back to the customer.
That’s why Gorgias integrates directly with Instagram (and other social media platforms), to streamline the management and interaction with top-level comments, ad comments, private messages, and replies. Instead of going back and forth between your Ecommerce platform, the social team, and the support team, you can empower your agents to reply quickly and accurately to any question that comes in, thanks to over 50+ integrations with the leading Ecommerce apps. (So all the context they need will be in one single browser tab!)
You could even have your marketing team or social media manager help create Macros, so your support agents can use templated (and on brand) messages that speed up their replies. Getting everything centralized in a single place is the first step to providing excellent social support for your store. The next is to start automating replies to common engagements, so you can free up your agents to focus on more important conversations instead of saying “Thanks for the mention!” for the hundredth time.
To help your store start managing Instagram support more efficiently, I’ve collected a list of Rules that Gorgias customers are using to engage with their shoppers, resolve questions faster, and keep their agents focused on the most important conversations.
Here are 10 Rule ideas for more efficient Instagram support:
- Auto-close tickets from giveaway posts
- Auto-close all Instagram tickets
- Auto-tag all Instagram interactions
- Auto-tag likely buyers & create a specialized view
- Auto-tag interactions from influencers for VIP support
- Auto-tag public comments vs private messages
- Auto-tag Instagram tickets with questions
- Auto-close Instagram tickets the don’t mention support or order status
- Auto-tag negative comments
- Auto-assign Instagram tickets to an agent or team
1. Auto-close tickets from giveaway posts
Giveaway posts are great for brand awareness, but can also result in a large increase in tickets in your help desk. To stop this from ever becoming a problem, you can set up a Rule to auto-close tickets generated from giveaway posts, based on the message content.
In this example, we’re auto-closing tickets without the words “who,” “what,” “when,” “where,” “why,” and “how,” in order to avoid accidentally closing an actual question that your team might want to respond to. You could also customize this to close tickets that include a specific word or phrase, based on the criteria of the giveaway. I recommend working closely with your social media manager whenever a new promotion starts, to make sure your helpdesk is set up to triage tickets accordingly.
2. Auto-close all Instagram tickets
If you want to see Instagram engagements in a contact’s message history, but not necessarily respond to them from Gorgias yet, you can auto-close any ticket generated from Instagram, that way it doesn’t fill up the open queue.
By doing this, your agents will have the full cross-channel message history when interacting with a shopper, so they can customize the conversation and know exactly what they’ve asked in the past.
3. Auto-tag all Instagram interactions
Tagging tickets in Gorgias is a great way to measure channel statistics and create customized Views. While your agents will always have the option to manually add tags, you can create a Rule to do the tagging automatically, that way it’s one less step in their workflow.
Then when you go to Statistics > Tags, you’ll be able to see how many tickets are generated from Instagram during a given period, and what percentage that is of all the tickets you receive.
Pro-tip: If you haven’t started managing Instagram tickets in Gorgias yet because you’re not sure what exactly the ticket volume would be, you can Auto-tag and Auto-close tickets in order to see the stats without conversations counting toward your plan’s ticket count yet.
4. Auto-tag potential shoppers & create a specialized view
Prioritize the messages and comments from those most likely to purchase. By detecting message sentiment and filtering by common phrases, you can automatically tag tickets with a high purchase intent, allowing your agents to answer questions quickly or send along a discount code to speed up the purchase.
Once you’ve set up the Rule, you can create a View to filter tickets that only contain this tag, that way your agents can easily see right in the left-hand sidebar whenever there’s a ticket from Instagram from a likely lead!
5. Auto-tag interactions from influencers for VIP support
If you work with influencers, it’s critical to reply to them right away to maximize the impact of their community. To make sure your team never misses an opportunity, you can auto-tag tickets created from the partners you’re working with based on their email address.
Once the Rule is auto-tagging these tickets, you can also create a view to segment these messages from the others. Depending on how many partners and influencers your brand manages at a time, it may be helpful to set up one View per influencer (in which case you’d want to use separate tags), or group them all together in an “Influencers” section.
6. Auto-tag public comments vs private messages
Whenever you reply to a ticket in Gorgias, you’ll see a small icon next to the customer’s name that signals what channel you’re replying on. If you want some extra assurance that your reps are only replying with personal details in private channels however (such as Instagram messages) you can automatically add tags to designate “public” vs “private,” so everyone can see right at the top of the ticket which type of communication it is.
7. Auto-tag Instagram tickets with questions
Prioritize interactions that are asking your brand something, instead of just commenting with emojis. If your brand receives a lot of engagement, this can help you filter out what needs to be addressed and what can likely just be closed out (or handled by the social team).
8. Auto-close Instagram tickets the don’t mention support or order status
If your support team is only interested in responding to the Instagram tickets that specifically mention customer service, you can auto-close everything else (and assume the brand team will take care of it). To do this, create a rule that closes tickets that do not include phrases like “order” “status” “support” or “customer service.”
9. Auto-tag negative interactions
Escalate the tickets that have negative intent to get them a response faster. You can add keywords (or emojis) and use our sentiment detection to auto-tag negative comments, so your agents see right away what kind of ticket they’re opening.
10. Auto-assign Instagram tickets to an agent or team
If you have a specific person who handles social media, whether that’s an agent or the social media manager, you can automatically assign tickets created via that channel to them, so those tickets never get routed to the rest of your team.
I hope these 10 Rules help you engage with your shoppers, resolve questions faster, and keep your agents focused on the most important conversations. If you haven’t connected your Gorgias account to Instagram yet, follow this guide to get started.
Alternatively, keep reading about social media for customer service, or check out our list of the best social media integrations for your Shopify store.
New integration: Manage Instagram messages from Gorgias
If your store leverages Instagram to drive sales, you know it’s important to engage with every member of your community whether they’re commenting on your posts, engaging with your Story, or sending you a message.
Over 4,000 teams on Gorgias have been using our Instagram integration to respond to (or automate responses to) mentions, comments, and ad comments. Earlier this summer, some customers were able to also start receiving and responding to Instagram messages (but it was limited to accounts with between 1,000-100,000 followers).
Today, we’re excited to share that there’s no longer a follower requirement to use Instagram messaging!
Every Gorgias customer (with a non-legacy plan) can manage Instagram messages (including Story mentions) directly from your helpdesk, allowing you to engage with your shoppers quickly and efficiently so you never miss a conversation.
Plus you’ll also be able to reply to comments with a message, giving your team the option to turn a public conversation into a 1-1 chat.
Customers who were able to start using this feature early have already replied to over 300,000 messages and Story mentions. In fact, about 2% of tickets in Gorgias are Instagram messages!
It’s clear our customers love using Instagram to engage with their communities and drive sales, which is why we’re so excited to open this channel up for all of our merchants regardless of their follower count.
Related: Our list of the best social media apps for Shopify.
To get started, you’ll need to make sure you have the "Allow Access to Messages" setting active in Instagram.
You can do this In Instagram Business Messenger by going to Settings → Privacy → Messages and setting the toggle to active.
Once that’s done, go to the Integrations tab in your Gorgias helpdesk and select “Facebook, Messenger & Instagram.”
Click the green “Reconnect” button to refresh your settings, and then you’ll be able to enable “Instagram Direct Messages” in the checkboxes.
This will connect Messages and Story mentions to Gorgias, allowing you to reply directly from the helpdesk and see previous conversation history (so your agents have all the information they need right in one place).
The following video will show you how to get started, along with some common troubleshooting tips.
If you’re managing a lot of customer support conversations on Instagram, it may be helpful to set up views for each type of interaction. For example, you could have a view for Instagram comments, another for Instagram Messages, and a third for Instagram ad comments.
You can also use Rules and Macros in Gorgias to reply even faster (or automate conversations entirely!) in order to free up your agents to focus on more important conversations.
Here are a few ideas to get you started!
1. Create a Macro sending a message to say “Thanks for the mention!”
If you have customers that love to tag your brand or products in their own posts, an easy way to continue building brand loyalty is to send a quick “thank you.” To save your agents time, you can create a Macro they can re-use anytime you get a Message that you’ve been mentioned in someone’s story or post.
2. Adding tags to track Instagram Story mentions
If you want to track how often your brand is mentioned in Instagram Stories, you can tag tickets that come in from the Messages channel with “Mentioned you” in the message body.
By creating a Rule to do this, you can automate this process so it doesn’t add any extra time or steps into your agents workflow, but gives you powerful insights.
3. Creating a Rule to auto-reply to Instagram messages outside of business hours
If you don’t want to reply to messages 24/7, it may be helpful to create an auto-response to set some expectations outside of your business hours.
You can easily do this with a Rule, and even encourage your followers to go somewhere else in the meantime, such as your website, a specific landing page, or even a partner account!
Hopefully this gives you some inspiration on how you can start using Gorgias to engage with your Instagram community without increasing the workload on your support agents. And if you're interested in messaging customers directly, check out our social media and SMS features. With social media for customer service, you can interact with customers on platforms like Instagram or Facebook. And with SMS for customer service, you can enable texting for your most on-the-go customers.
Related: Lean how Gorgias customer Berkey Filters launched SMS and drove incredible customer adoption to this new, faster channel.
To start simplifying management of your messages, comments, and mentions, get started with Gorgias and add the Instagram integration today!
It’s Official: Gorgias is Now SOC 2 Type II Certified
When you use Gorgias, we know that you’re putting your trust in us. That’s why we hold our commitment to your security as our highest priority and safeguard your data with full transparency. Our security policy contains penetration testing, incident response plan, data lifecycle, comprehensive system status live report, and more.
We're thrilled to share that Gorgias is Service Organization Control (SOC) 2 compliant for Type 2. This achievement follows our numerous investments in platform security over the years as part of our goals to secure customer data.
An independent auditor conducted a thorough audit of our servers, systems, and products over six months. They verified that our information security practices, policies, procedures, and operations meet the thorough SOC 2 standards for security.
2022 update: We're happy to share that we renewed our SOC 2 Type 2 certification to continue protecting our customer data.
This industry-wide recognition serves as our reassurance that your data is managed in a controlled and audited environment.
What is SOC 2 Type II Compliance?
Developed by the American Institute of CPAs (AICPA), SOC 2 defines criteria for evaluating how well a company manages customer data and ensuring a set of security controls are in place. A SOC 2 report is unique to each organization because it’s in line with specific business practices.
There are two types of SOC 2 reports: Type I and Type II. Type I checks if a system can handle issues like data breaches. Meanwhile, Type II examines how the system works and how effective it is to protect data against security threats.
What Does Our SOC 2 Type 2 Compliance Mean for You?
Our completion of the SOC 2 Type II audit is our testament to the fact that we always prioritize your data security and privacy. We appreciate your trust in us and strive to strengthen this trust in the long term.
You can be sure that:
- The data you share with Gorgias meets the AICPA standards for security. That goes for your personal information, ticket inquiries, customer data, and the like.
- Your data is protected with procedures and controls to assess, minimize, and eliminate risks and vulnerabilities.
- We always conduct ongoing monitoring of features and processes across our platform to maintain security.
What’s Next?
We hope our successful SOC 2 Type 2 helps you rest easy knowing that your data in Gorgias is secure. But this update is only the latest milestone in delivering our commitment. We’re continuing to improve our security control and data privacy practices for all merchants. To learn more about our security policies, visit our security page or contact us at support@gorgias.com.
Increase Retention and Reward Your Super Fans with Yotpo + Gorgias
With visibility into product reviews right in the Yotpo widget in Gorgias, your support agents will know right away if they're talking to someone who didn't love their last product, or someone who is a big fan of your brand. This knowledge will help you customize the conversation for the best experience possible.
"At OLIPOP, we’re always looking to have a holistic view of the customer to be able to offer the best possible experience. Having the ability to see their most recent reviews within the Gorgias platform is a total game-changer. " - OLIPOP, Director of Customer Experience, Eli Weiss
How to make the most of this integration
You can use Gorgias macros to quickly respond to customers that leave 5-star reviews to build brand loyalty. You can also create macros for customers who leave negative reviews to ensure their concerns are properly addressed, and send them a discount code to help rebuild trust!
By looking at the shopper's review history, your support agents can also quickly shift from just offering customer service to acting as members of the sales team. They can recommend products that are either similar to something the customer previously loved, or different than something they had a bad experience with.
"Gorgias clearly understands the needs of customer service agents, and with this new feature is working towards making all the day-to-day tools accessible from one tab, making work even more agile and with less distractions. We're particularly excited about the ability to understand customer sentiment from the get go, and how we can better approach our users based on the feelings they have shared about their past TUSHY purchases. If we see they are a super fan, we can go heavy on the butt puns, but if they've had a less than stellar experience we will aim to make up for it in our subsequent conversations, and even address things they don't directly mention! We're excited to see how this feature will help us deepen our genuine human connections. " - TUSHY, Director of Customer Experience, Ren Fuller-Wasserman
Building delightful customer interactions starts in your inbox
