Nearly 32% of all customers would discontinue buying their favorite brand after a single poor experience. Ensure your customers have a great shopping experience; they’ll buy more and be loyal. That’s why customer service platform solutions like Gorgias integration are in demand.
Gorgias* is a powerful customer support helpdesk software for eCommerce stores. It connects all customer service platforms such as email, SMS, phone, Messenger, and social media sites into one dashboard.
For one of our clients, we integrated Gorgias with Shopify store to streamline communications with Instagram users. And the results were amazing. Our Shopify developers meticulously planned and executed the process, ensuring the project goals are achieved.
This blog walks you through the process of integrating Shopify with Gorgias, its key features, benefits and troubleshooting development issues.
So, let’s dive in!
5 Steps for Gorgias Integration with Shopify Stores
At The Brihaspati Infotech, we helped one of our US clients integrate their Shopify store with Gorgias — a popular customer service platform for eCommerce stores. The client was receiving many Instagram DMs, which created a need to streamline customer support and generate sales opportunities from each interaction.
Step 1: Integrated Gorgias Helpdesk with Instagram
We used the Gorgias API to connect Instagram DMs with Gorgias, syncing each ticket with Shopify data such as customer order history.
Step 2: Customized Gorgias Widget
We edited the Gorgias widget to pull detailed Shopify data, like customer order history, into Instagram support tickets for personalized responses.
Step 3: Automated Influencer Identification on Gorgias
We set up automation rules for Gorgias to identify influencers based on Instagram interactions and trigger rewards when they mention the brand.
Step 4: Tested and Deployed Gorgias Integration
We thoroughly tested the integration to ensure proper syncing of customer data and smooth functionality. Once confirmed, the widget was deployed live across support channels.
Step 5: Monitored and Optimized Gorgias Integration
We used Gorgias analytics to continuously monitor key metrics like response times and ticket resolution rates. Thus, making ongoing improvements to enhance customer support efficiency.
Key Features of Gorgias Integration with Shopify Stores
Gorgias offers various features to maximize customer support for Shopify stores and other ecommerce platforms. Let’s discover key features that drive customer satisfaction and brand loyalty.
Ticket Management
Gorgias auto-generates and closes tickets based on events, allowing support teams to focus on more complex customer issues.
Live Chat Support
Gorgias enables real-time conversations. It helps agents assist customers and boost conversions while nurturing relationships for long-term growth.
Real-time Analytics
Gorgias’s revenue dashboard measures how live chat and customer support teams drive product sales. Also, the insightful data drives informed decisions to improve customer service.
Smart Auto Responders
Gorgias sends pre-written replies to common triggers or events. For instance, replying to commonly asked customer inquiries and sharing order updates. As a result, businesses can save valuable time and provide efficient communication with customers.
Why Choose Gorgias Integration with Shopify?
Gorgias is a popular eCommerce customer support software solution. Let’s discover some potential benefits of integrating Gorgias with Shopify:
Unified Customer Support System
Gorgias brings all communication channels together — emails, chats, and social media messages. Thus, helping customer service agents to respond to customers quickly and efficiently, without having to jump between platforms. It’s all about making short and simple conversations.
Automate Common Responses
Gorgias can handle repetitive questions like order status or shipping details by implementing automated responses. Thus, saving valuable time to focus on your business growth.
Instant Access to Customer Purchase History
Gorgias pulls up customers’ purchase history from Shopify when they contact. Get personalized customer support without spending time searching through records.
Data-Driven Insights
Gorgias tracks customer support performance with robust analytics. Henceforth, it helps determine customer needs, identify emerging trends, and continuously improve to keep your customers happy.
Who Can Benefit from Gorgias Integration?
Gorgias integration is one popular eCommerce customer support software solution. Let’s find out who can benefit from it:
eCommerce Businesses
Gorgias centralizes customer support across multiple channels, reducing response times and encouraging personalized experience.
Shopify & Other Platforms
Stores using Shopify, BigCommerce, and Magento can improve customer support by integrating the Gorgias helpdesk platform.
Customer Support Teams
Teams receiving high volumes of customer calls across email, social media, and live chat can use Gorgias to manage inquiries.
Social Media Brands
Brands using Instagram or Facebook for customer service can integrate Gorgias to track mentions and resolve issues faster.
Common Gorgias Integration Issues with Shopify
Gorgias Shopify integration was a success. However, it wasn’t easy. Our integration specialists effectively addressed and resolved many challenges throughout.
Let’s discover some of them:
Synchronization Issues during Gorgias Integration
Synchronization issues are common during the integrations. Herein, the customer data needs to appear correctly in Gorgias. However, our developers implemented scheduled syncs to ensure data consistency between Shopify and Gorgias, reducing the risk of missing or outdated data.
Customization of Workflows
Tailoring Gorgias’ automation workflows to match specific Shopify store processes required extra coding. Thus, we customized workflows using Gorgias’s rules engine and Shopify’s scripting tools.
API Rate Limits
API has rate limits, especially if the store handles a large number of support requests. This could potentially impact real-time data updates and response times. However, our Shopify team was prepared to handle it as we optimized API calls using webhooks for real-time updates on Gorgias.
Frequently Asked Questions
Gorgias is a customer support software used to improve the management of customer inquiries from different channels — email, live chat, phone, and social media.
Gorgias helpdesk works with Shopify and other eCommerce platforms. The customer support software integration helps track and manage multiple communications from all these channels in one place.
Yes, absolutely. Gorgias extensive integration capability ensures seamless compatibility with many eCommerce platforms such as Shopify Flow, Klaviyo, and Yotpo.
Yes, Gorgias allows you to automate responses to common queries, helping reduce response times and manual workload.
Yes, Gorgias integrates with Instagram and Facebook, enabling brands to handle social media inquiries seamlessly.
Gorgias provides agents with customer insights, such as order history, enabling faster and more personalized support. Its automation tools help save valuable time in resolving customer queries and streamlining repetitive tasks.
*Disclaimer
We would like to clarify that we have no affiliation, association, or endorsement with Gorgias or its affiliated companies. Any references made to Gorgias, its products, services, or trademarks are solely for informational purposes and do not imply any endorsement or partnership.
Ready to Rebuild Your Customer Support with Gorgias Integration?
Gorgias is a powerful customer support software for eCommerce brands. By integrating Gorgias helpdesk, our client streamlined customer queries from Instagram, reducing response times, and delivering tailored customer service experiences.
Whether you’re a startup, SME, or an established brand, Gorgias integration can potentially enhance the overall customer service experience. At TBI, we specialize in ecommerce customer support software integration with Shopify, Magento, BigCommerce, and other platforms.
Get smarter and start with Gorgias integration to turn things around for your eCommerce business. Contact us and speak with our Shopify experts for your next project.
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