Unlock Shopify Selling through Gorgias' Help Desk

Great customer support is the cornerstone of building a profitable e-commerce business.

However, hiring a customer success team in the early stages can be costly for small businesses.

This article explains the benefits of using a customer service platform like Gorgias, built to help small and medium-sized businesses improve customer experience while keeping costs down.

Without further delay, let’s get started!

What is helpdesk software?

Helpdesk software is typically a Saas product that helps businesses assist customers and people with pre-sales inquiries.

Helpdesk, often referred to as customer support software, allows users to submit tickets (emails) to your company based on questions or issues.

It’s important to note that helpdesk software is not a standalone product, but rather a software service that can be integrated into another company’s existing infrastructure to improve the customer experience.

Some helpdesk software provides the ability to track customer issues, automate responses, and generate reports for management. High-quality helpdesk software is easy for customer service agents to use and allows them to integrate various channels for receiving queries into a centralized system.

Let’s take a look at some of the big challenges you can run into without the right helpdesk software.

Challenges of customer service without a help desk

Below is a list of common issues.

• Choose the right tools: Providing customer support is an effort to keep your already paying members happy. It’s expensive for any business, but it’s non-negotiable. Without centralized software, it’s difficult to find the right tools for rapid customer service.
• Training your customer service agents: Training your agents to use a single helpdesk software is more convenient than assigning them to different channels.
• Service ticket overage: With a variety of customer success tools, resolving some customer questions is easy. However, in a competitive field, responding quickly to customers can help you retain them.
• Software downtime: Some SaaS tools can cause service downtime, which is likely to upset your customers.

Next, let’s learn more about the Gorgias platform.

introduction

Gorgias is a helpdesk software-as-a-service platform that helps you meet your product support goals. A user-friendly dashboard allows support agents to process customer support requests quickly and efficiently.

The founders of Gorgias believe that e-commerce brands should be able to provide their customers with a frictionless service experience. Therefore, Gorgias seamlessly connects with major e-commerce platforms such as Shopify, BigCommerce, and Magento.

Additionally, this help desk also offers multiple third-party integrations. This way, you can easily track customer inquiries from different channels and resolve them instantly.

Let’s take a look at some of Gorgias’ features that help Shopify merchants build an efficient help desk for their business.

Features

Centralized ticketing system

Gorgias is the perfect solution for businesses that want to centralize all their customer communications from different channels in one place. With Gorgias, you can connect your social media accounts, support email addresses, and phone numbers to answer all your tickets without leaving your help desk.

Workflow automation

Automate repetitive tasks like cutting and pasting FAQs and closing tickets, so your service team can spend more time talking to customers and less time looking busy. . That way, you can provide your customers with the quickest possible support.

statistics

Gorgias’ real-time statistics dashboard provides an overview of all ticket metrics such as ticket volume, response time, resolution time, and other important details.

See how many tickets are created, responded to, and closed at any given time. Compare trends in tickets created and returned tickets and optimize your support processing strategy with statistics on advance tickets, converted tickets, and total sales.

Additionally, you can utilize various filters to identify which channels are causing volume spikes and ask service agents to respond to customers according to priority.

Multi-store connection

What if I manage multiple Shopify stores? We understand that tracking customer support requests can be time-consuming and difficult. Fortunately, there is a solution.

With Gorgias, you can connect all your Shopify stores and see all your customer support queries in a single dashboard. That way, you can resolve all customer issues quickly and efficiently, regardless of which store they’re shopping from.

Shopify stack integration

As mentioned earlier, Gorgias seamlessly integrates with Shopify and extends its integration with popular apps like Instagram, Facebook, Microsoft Office 365, and Gmail.

Advanced integrations include Attentive, Recharge, Yotpo, and Klaviyo. Yotpo is an e-commerce marketing platform and Klaviyo helps you automate your marketing efforts using transactional and behavioral data.

Live chat autoresponder

Gorgias’ live chat feature allows you to talk to your visitors in real time and increase your conversion rates. Additionally, you can trigger live chat campaigns based on URLs and start conversations automatically.

It has an autoresponder feature that allows you to create rules to address common questions from your customers. By combining rules, you can automate up to 20% of your support tickets with personalized answers, freeing up valuable time to focus on more pressing issues.

How Gorgias can help you increase your Shopify sales

With Gorgias Helpdesk, you can significantly improve your customer service workflow and save resources on customer success for your products.

Here are some of the ways Gorgias Help Desk stands out over other customer success methods.

#1.Prioritization

Excellent customer service ensures a long-lasting and personalized experience. Gorgias machine learning software quickly and easily detects the intent and sentiment of each message. It helps you prioritize and categorize your tickets so you can focus on what matters most.

#2.Fast and good support

Create template responses to frequently asked questions to help you respond to more messages. You must create your message once with custom data variables and save it as a macro. This allows you to automatically reuse messages without having to type them each time.

Additionally, Gorgias’ autoresponder handles the most common pre-sales queries, increasing sales by at least 5% without spending on advertising.

#3.Personalization

Gorgias’ comprehensive dashboard provides all the information about your customers’ order history, so you don’t have to frustrate them with purchase-related details.

#4.Seize the opportunity

Let’s face it! All new customers come from various social channels, not necessarily from your business website.

Gorgias’ hassle-free social media integration keeps all your comments from all channels in one place so you never lose a customer. This allows you to quickly and easily respond to posts and ads without switching platforms.

Pricing

It’s time to discuss pricing models. Gorgias Helpdesk is available in five different plans. You can choose monthly or annual payment mode as per your requirements. Below are the monthly price plans.

#1.Starter

If you’re starting your first Shopify store, we recommend using the Starter plan. For just $10 per month, you get access to 50 billable tickets, 3 user seats, and 2 social media channels each month.

#2.Basics

Priced at $60 per month, the basic plan offers 300 billable tickets per month, unlimited user seats, 150 integrations from a library of 94 apps, access to reporting dashboards, and basic customer service. will be done.

#3.Pro

The Gorgias Pro plan is ideal for rapidly growing companies. Enough for medium to large businesses with all essential features, 2,000 billable tickets, unlimited user seats, live statistics, and supporting performance statistics. The Pro plan comes with priority customer service and costs $360 per month.

#4.Advanced

Advanced pricing plans give you access to 5,000 billable tickets per month. This is the highest priced plan with all premium Gorgias features and top-notch support services.

This plan is priced at $900 per month and allows you to connect Gorgias to your e-commerce store from a variety of platforms, including Shopify Plus, BigCommerce, and Magento.

#5.Company

Enterprise pricing plans are suitable for high-profile businesses where you can get custom billable ticket quotes. You also get unlimited user seats, 150 active third-party integrations, and enterprise customer service from a dedicated success manager.

alternative

Although Gorgias is one of the best Shopify helpdesk platforms, we recommend you ignore other options available on the market.

Below is a list of Gorgia alternatives.

help desk

HelpDesk is one of the oldest and most reliable ticketing systems for handling customer inquiries. Manage all messages from various channels such as email, web forms, and other sources in one dashboard and automate support tasks.

Help Desk is seamlessly integrated with Shopify and helps you track customer tickets.

fresh desk

Another popular customer success system is Freshdesk. Like Gorgias, Freshdesk is integrated with Shopify so you can provide fast and friendly support to your store customers.

Access your order history, billing information, old conversations, and all customer-related details in one place. With Freshdesk, you can also trigger automated emails in case of cart abandonment directly from your dashboard and resolve any issues your customers are facing.

last word

We found Gorgias to be the perfect Shopify helpdesk software to help us efficiently interact with our customers. It helps you build a responsive help desk that creates a great support experience.

This article will help you learn more about Gorgias Helpdesk and explore Shopify’s other customer success platforms.

For additional resources, check out our comprehensive list of customer service platforms for handling support tickets.