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Consistent communication and next-level customer support can help e-commerce companies improve retention rates, boost sales, solve problems, and increase brand loyalty. If you’re struggling to keep up with the requests in your support inbox, you may want to invest in customer service software.
Innovative tools like Gorgias can help you automate responses, personalize your communication, and track conversations in real time. This platform can help you streamline your day-to-day operations and get more time back in your day to focus on product, marketing, and strategy. If you don’t already have a tool like this, you might find it challenging to keep up with the demand.
Here’s a quick overview of the benefits and advantages of using Gorgias for your online store.
What is Gorgias?
Gorgias is a customer experience platform designed for online stores and e-commerce businesses. The platform helps business owners automate customer support initiatives, ensuring a personalized touch point at every part of the customer journey. The platform also has AI-powered tools, Shopify integrations, and other resources specifically tailored to align with the needs of online store owners.
The platform has a variety of plans and pricing options available. However, instead of the standard user-based pricing model, Gorgias pricing uses a usage-based pricing model. This means your company gets charged based on the volume of billable tickets you work with monthly.
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10 Benefits of Gorgias for E-commerce
Here are 10 benefits that e-commerce store owners can look forward to when using Gorgias features:
1. Access to AI-Powered Tools
Gorgias has a suite of AI-powered tools that can easily integrate with your current text stack. With these tools, you can streamline workplace productivity and ensure your customer’s needs are met during all hours of the day.
2. Streamlined Support Management
Gorgias support management tool makes it easy to view customer conversations, order details, reviews, and more all in one place. This way, your team can review open tickets and respond while knowing the “bigger” picture. You can also seamlessly integrate Gorgias with e-commerce platforms like Shopify to get a clear picture of the customer’s orders, refund requests, and more.
3. Consistent Communication
Consistent communication can improve the customer experience and help you maintain your brand reputation. Gorgias’ AI-powered customer support software can help you stay consistent across various customer support tools, including email, live chat, and SMS.
Gorgias also has built-in templates you can use to create new automated workflows, FAQs, and customer support messages. With these templates, you can ensure your messaging is consistent across multiple marketing channels.
4. Automated Branching Workflow
With Gorgias branching flows, you can improve your response rate and solve customers’ queries quicker and more efficiently. These conversational workflows can be automated to recommend products, send FAQs, or update information. Branching workflows can also be used to answer low-value queries in real time. These tools ensure that your customer’s needs are always met, even when your team isn’t online.
5. Personalization
Personalization helps improve customer loyalty and improve brand reputation. If every email, SMS, or live chat conversation you have feels robotic or generic, it can be more challenging for customers to build a connection with your online brand. Gorgias integrates with other tools to provide personalized responses about order updates, shipping, and returns. This will help eliminate the unwanted back-and-forth in our support inbox and ensure your customer’s needs are always met.
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6. Usage-Based Pricing Plans
Gorgias pricing is a usage-based plan, so you only pay for what you use. This can help you cut costs during slower months, but it can also be more challenging to have an estimated cost for the product.
7. Quicker Response Rates
Gorgias offers AI-powered tools that can help you provide instant answers to your customers. The AI integrations can replicate your brand voice, ensuring consistent communication across the board. With these tools, you can improve your response rate while also creating personalized responses for each customer that reaches out.
8. Automate Low-Stakes Tickets
Is your support team spending too much time on low-value support tickets? With Gorgias, you can automate responses for low-stakes conversations so your team can get time back in their day to focus on higher-value conversations or issues. Gorgias’s AI-powered responses are still helpful, informative, and personalized, so your customers will always be helped.
Gorgias also has a suite of reporting tools available with their higher-priced plans. You can use these reporting features to better understand the effectiveness of your automated initiatives and find strategic ways to optimize them regularly.
9. Omnichannel Approach
Whether it’s email marketing, live chat, social media, or even WhatsApp – Gorgias has a solution for you. With their platform, you can take an omnichannel approach to your customer support initiatives. This will help you meet your customers where they are and eliminate friction in the support process. Gorgias also offers voice and SMS support for an additional monthly fee.
10. Easy-to-Use
Their platform offers a user-friendly interface, so you can quickly train your team how to use the product during their day-to-day life. The Gorgias platform can also support several different e-commerce stores under one account. So you don’t have to switch back and forth between different platforms throughout the day.
Final Thoughts
Gorgias is an innovative customer service platform that helps online stores take a multi-channel approach to client communication. This platform also has a suite of AI-powered tools and features that e-commerce companies can use to improve client communication and enhance workplace productivity.
Whether you want to increase your response rate, streamline communication, or create automated workflows to streamline efficiency, Gorgias is an innovative solution worth exploring. E-commerce businesses of every size can benefit from this invaluable tool, especially if you don’t already have customer service software.