Gorgias

What is Gorgias?

Gorgias is a customer support platform that was founded in Paris in 2015 with the aim of revolutionizing customer support. Initially starting with a Chrome extension to facilitate faster email writing through automation, Gorgias identified a market fit among support agents, leading to the development of a unique helpdesk platform. Over the years, Gorgias has grown significantly, serving over 12,000 merchants worldwide and becoming a certified B Corporation known for sustainable workplace practices. The platform focuses on transparency, ownership, and maximum impact in transforming the customer experience.

Gorgias offers automation features such as instant resolutions to common customer inquiries, processing returns, sending tracking information, generating discount codes, and updating subscriptions without the need to access the e-commerce platform directly. The tool can prioritize, assign, and tag support tickets using AI, streamlining the handling of customer queries efficiently. It also provides insights into customer data by integrating with e-commerce platforms, allowing for personalized responses based on order history, loyalty status, subscriptions, reviews, and more.

Furthermore, Gorgias supports various customer channels such as email, live chat, voice, SMS, and social media, providing a comprehensive multichannel support system aimed at optimizing customer interactions for e-commerce businesses. The platform's integration with popular e-commerce platforms like Shopify, Magento, and WooCommerce enhances its usability for online stores. Automation plays a crucial role in Gorgias, aiding in prioritizing tickets, providing instant resolutions, automating processes like return processing and sending tracking information, ultimately improving the efficiency of online customer service.

Who created Gorgias?

Gorgias was founded in Paris in 2015 by Alex Plugaru and Romain Lapeyre with a vision to revolutionize customer support. Initially, the company focused on creating a Chrome extension for email automation but pivoted towards building a unique helpdesk after realizing a market fit with support agents. With the support of investors, accelerators, and mentors, Gorgias has grown to over 250 team members globally, serving more than 12,000 merchants including brands like Steve Madden and Glossier. As of now, Gorgias continues to expand its customer service platform with a commitment to transparency, ownership, and impactful customer experience.

What is Gorgias used for?

• Improving efficiency and productivity
• Multichannel support (email, voice, SMS)
• Social media customer support
• Specifically designed for e-commerce stores
• Automation of routine tasks (AI)
• Automating sending tracking information
• Improving online customer service
• Automating order-related tasks (processing returns, sending tracking info)
• Generating discount codes and updating subscriptions without accessing platforms like Shopify
• Accessing customer insights for personalized responses
• Offering multichannel customer service from a single app
• Assistance with email, voice, and SMS support
• Designed specifically for e-commerce stores
• AI integration for automating tasks like prioritizing, assigning, tagging support tickets and providing instant resolutions to common customer inquiries
• Improving online customer service by consolidating interactions from various channels into a single support inbox, automating routine tasks, and providing deep customer insights
• Automating order-related tasks like processing returns and sending tracking information
• Generating discount codes or updating subscriptions without manual intervention
• Accessing customer information for personalized responses and tracking order history, loyalty status, subscriptions, etc.
• Multichannel support by centralizing communication and management from various channels into a single platform
• Improving efficiency and productivity through AI functionalities
• Providing social media customer support
• Assisting with email, voice, and SMS support
• Generating discount codes or updating subscriptions without needing to open e-commerce platforms
• Tracking each customer's order history, loyalty status, subscriptions, reviews, etc.
• Offering live chat support
• Enhancing online customer service for businesses
• Assist with email, voice, and SMS support, along with live chat and social media customer support
• Designed specifically for e-commerce stores, providing a comprehensive support system that integrates with various e-commerce platforms
• Utilizes AI for automating tasks like prioritizing, tagging, and assigning support tickets, providing instant resolutions to common inquiries, and generating discount codes
• Improves online customer service by consolidating interactions from various channels into a single support inbox, automating routine tasks, and offering deep customer insights
• Automates sending tracking information, processing returns, and updating subscriptions without manual intervention
• Provides multichannel customer service from a single app, centralizing communication from various channels like email, social media, live chats, voice, and SMS
• Improves efficiency and productivity by automating repetitive tasks like prioritizing, tagging, and assigning support tickets, and processing returns
• Tracks customer order history, loyalty status, subscriptions, reviews, etc., for personalized responses
• Compatible with popular e-commerce platforms like Shopify, Magento, and WooComerce, allowing for streamlined operations and consistent multi-channel support
• Offers live chat support to interact with customers in real-time, part of omnichannel customer support
• AI integration for automating tasks
• Automated sending of tracking information
• Access to customer insights for personalized responses
• Compatibility with e-commerce platforms like Shopify, Magento, and WooCommerce
• Live chat support

Who is Gorgias for?

• E-commerce professionals
• Customer service representatives
• Support agents
• Marketing professionals
• Business owners
• Customer Support Representatives
• E-commerce businesses

How to use Gorgias?

To effectively utilize Gorgias, follow these steps:

1. Set Up Your Account: Create a Gorgias account and integrate it with your e-commerce platform like Shopify, Magento, or WooCommerce.

2. Centralize Customer Support: Use Gorgias to consolidate customer interactions from various channels like email, social media, live chat, voice, and SMS into a single platform.

3. Leverage Automation: Benefit from Gorgias' automation features to handle common customer inquiries, process returns, send tracking information, generate discount codes, and update subscriptions automatically.

4. Enhance Customer Insights: Utilize Gorgias' integration with e-commerce platforms to access customer order history, loyalty status, subscriptions, reviews, and more for personalized responses.

5. Improve Efficiency: By automating tasks like prioritizing, assigning, and tagging support tickets, processing returns, and sending tracking information, Gorgias enhances operational efficiency.

6. Offer Multichannel Support: Engage customers through various channels including live chat, email, voice, and SMS, ensuring a seamless support experience.

7. Optimize Customer Service: Make the most of Gorgias' AI functionalities to streamline customer interactions, automate processes, and improve response times.

By following these steps, you can effectively streamline customer service operations, enhance efficiency, and deliver a superior support experience using Gorgias.