Alexis Kestler
Hey there! As a fellow data and technology geek, I wanted to provide an in-depth guide to using Gorgias helpdesk software to boost Shopify sales. Good customer service is crucial for eCommerce, but can be costly without the right tools.
In this comprehensive walkthrough, we’ll dig into how Gorgias can help small businesses support customers efficiently while controlling expenses. I’ll share my insights as an analytics expert, along with data and research to back up recommendations.
Let’s get started!
What is Helpdesk Software?
Helpdesk software is a cloud-based tool that companies use to assist customers and address questions or issues. Also called customer support software, helpdesks allow people to submit tickets with their concerns.
The key capabilities helpdesk tools offer are:
- Tracking issues and conversations in one place
- Automating repetitive workflows like sending FAQ responses
- Generating reports to uncover trends
It’s important to understand that helpdesk software shouldn’t be viewed as a standalone solution. Rather, it integrates with your existing systems to improve customer experience.
Speaking from my experience analyzing data, it’s extremely difficult to deliver great support without unified tools. Next we’ll look at some specific challenges businesses face without helpdesk software.
Common Struggles Managing Customer Service
Here are some of the top problems merchants run into:
- Picking the Right Apps – Good service is mandatory, but costly. Finding tools to enable fast support without centralized software is tough.
- Training Agents – Having reps learn multiple platforms isn’t efficient. Unified helpdesk software is easier.
- Volume Issues – Handling a few queries with disjointed apps works. But in competitive markets, fast replies are critical to keeping customers happy and retained.
- Software Downtime – Relying on too many apps increases the chances of outages that frustrate users.
According to SuperOffice, a study found:
- 64% of companies view customer service as their main competitive advantage
- 60% of consumers have higher brand loyalty when there is great service
Given those statistics, providing unified tools to enable prompt support should clearly be a priority!
Next, we’ll take a deep look at Gorgias helpdesk software.
Gorgias Helpdesk Overview
Gorgias is a dedicated helpdesk platform designed to help eCommerce businesses deliver exceptional customer service efficiently.
Its intuitive interface makes it easy for agents to handle high volumes of support requests quickly. According to Gorgias, their software can resolve tickets 2x faster than other tools.
Gorgias was founded on the belief that online merchants should provide smooth customer experiences. As such, Gorgias seamlessly integrates out-of-the-box with top eCommerce platforms:
- Shopify
- BigCommerce
- Magento
- And more
Beyond eCommerce platforms, Gorgias offers 150+ third-party app integrations. This enables businesses to conveniently track customer conversations across diverse channels within one helpdesk.
Now let’s explore some of the key capabilities that can help Shopify merchants build an effective helpdesk with Gorgias.
Core Features and Benefits
Gorgias packs a robust set of features to help streamline customer service workflows:
Unified Ticketing
One of Gorgias’ major strengths is consolidating communications from different sources into a single helpdesk:
- Live chat
- Social media
- Feedback forms
- And more
With this unified ticketing, agents can efficiently monitor and respond to all support needs in one dashboard. They don’t waste time switching between platforms.
According to data from HubSpot, companies see a 19% increase in customer satisfaction when using helpdesk software over email alone.
Automation Tools
Gorgias makes it easy to automate repetitive support tasks:
- Build canned responses to frequently asked questions that insert customer data dynamically
- Automatically change ticket statuses when issues are resolved
- Set up rules to route tickets to the right agents based on keywords
This automation enables agents to focus on complex issues instead of manual workflows. Support experts can spend more time communicating with customers.
Actionable Analytics
Gorgias provides crucial helpdesk metrics in real-time dashboards:
- Volume of tickets created, answered, and resolved
- First response and resolution times
- Trends and spikes across channels
With this data, you can optimize the allocation of support resources. Compare creation and response rates to identify bottlenecks. Filter ticket volume by channel to see if social media or web traffic is driving increases.
Multi-Store Management
For Shopify merchants with multiple stores, Gorgias makes coordination easy by connecting all stores into one helpdesk. Agents can support customers seamlessly across all stores in a unified interface.
Without Gorgias, managing queries across different stores can become unwieldy.
Integrations with Top Shopify Apps
As mentioned above, Gorgias plugs into Shopify and popular complementary apps:
- Microsoft Office 365
- Gmail
- Slack
Advanced integrations include:
- Attentive – personalization platform
- Recharge – subscription management
- Yotpo – eCommerce marketing
- Klaviyo – marketing automation
These integrations give agents more context about customers and help them provide personalized service.
Live Chat Features
Gorgias offers the following capabilities to help you engage customers in real-time:
- Live chat widget on your site enables conversations with browsing shoppers
- Set up automated triggers to proactively initiate chats based on URLs
- Build chatbots to handle common questions 24/7
According to Drift, sites with live chat can see 20% more conversions. With Gorgias, you also get the benefit of chat transcripts being saved directly as tickets in your helpdesk.
Bottom Line
Gorgias delivers a robust feature set focused specifically on streamlining eCommerce customer service. The ability to unify all communications, leverage automation, gain insights, and integrate with key apps provides Shopify merchants with a powerful helpdesk.
Next, we’ll look at how Gorgias can drive business growth by enhancing the support experience.
How Gorgias Boosts Shopify Revenue
While saving time and overhead are clear benefits, how can a helpdesk like Gorgias actually increase sales and revenue?
Here are 5 key ways it can drive growth:
Customer Prioritization
Providing VIP treatment to top customers is crucial for retention and loyalty. With Gorgias, machine learning algorithms analyze messages to detect priority based on:
- Purchase history
- Lifetime value
- Sentiment
Support teams can then focus on the highest value customers first.
According to [Estimator](https://estimator.co/resources/customer-retention-strategies/), the probability of selling to an existing customer is 60-70%, while new customer acquisition sits at 5-20%.
Quick, High-Quality Replies
Gorgias enables faster responses through canned templates for frequent questions. According to SuperOffice, 42% of customers expect a response in under one hour.
With Gorgias, you can drastically reduce reply times, leading to happier customers. Support satisfaction typically translates directly into sales and revenue!
Personalization
Gorgias provides agents with order history and customer details so they can provide personalized service without asking customers to repeat information.
[Segment](https://segment.com/blog/the-value-of-personalization/) found personalized emails deliver 6x higher transaction rates.Increased Opportunities
Unifying all social media and web comments into Gorgias means no missed opportunities to engage shoppers across channels. Support teams can monitor all customer feedback and jump in proactively when needed.
Higher Loyalty
According to Gladly, 70% of buyers say customer service is crucial when deciding whether to stick with a brand.
With Gorgias streamlining support, you can drive much higher loyalty and retention. This translates directly into repeat purchases and incremental revenue from saved customers.
The capabilities above illustrate how a helpdesk like Gorgias powers Shopify merchant growth by optimizing the support experience. Next let‘s look at pricing.
Pricing Plans
Gorgias offers five tiers ranging from a basic free plan to enterprise-grade options.
Subscriptions can be paid monthly or discounted annually. Here are the core details on each plan:
- Free – 100 tickets per month, 2 users, email + social media
- Starter – $10/month for 50 tickets, 3 users, 2 social channels
- Basic – $60/month gets 300 tickets, unlimited users, 150 app integrations
- Pro – $360/month provides 2,000 tickets, live stats, priority support
- Advanced – $900/month with 5,000 tickets, premium features, dedicated support
They also offer custom Enterprise packages for high-volume merchants with unlimited tickets and users.
Overall, Gorgias makes it easy to get started for free and scale up as your business grows. Advanced plans with more capabilities cater to established brands with larger support teams.
Next, let’s compare some alternatives to Gorgias for Shopify.
Top Gorgias Alternatives for Shopify
While Gorgias is one of the most popular purpose-built helpdesks for eCommerce, merchants have other options as well:
Help Scout
Help Scout is a user-friendly helpdesk with strong automation and analytics. It offers deep Shopify integration to give agents order history and customer details.
Pricing starts at $15/month for unlimited users and 100 monthly conversations.
Freshdesk
Freshdesk is a popular helpdesk platform with robust Shopify integration and automation power.
Plans begin at $15/month with unlimited agents, 100 tickets, and 100 of your own FAQs.
Zendesk
Zendesk is a widely used solution focused on enterprise-grade capabilities, advanced analytics, and flexible omnichannel support.
Pricing starts at $5/month for 1 agent and unlimited end customers.
Zendesk offers extremely powerful customization and functionality for large teams. But it can have more complexity than Gorgias for smaller merchants.
Bottom Line
When comparing alternatives, Gorgias stands out with its specialization for eCommerce, tight Shopify integration, and ease of use. But platforms like Help Scout, Freshdesk, and Zendesk have excellent reputations in the general helpdesk space.
I suggest reviewing the customer support workflows, analytics, and pricing models across options above to determine the best fit. Integrations, automation, and scalability are key areas to evaluate.
Final Thoughts
In this detailed guide, we covered everything you need to know about leveraging helpdesk software like Gorgias to enhance customer service and boost Shopify revenue.
Key takeaways:
- Helpdesk tools like Gorgias centralize support and unify customer data into one dashboard
- Built-in automations and app integrations streamline agent workflows
- Analytics provide visibility into performance that guides optimization
- Capabilities like live chat and personalization increase sales opportunities
- Purpose-built platforms outperform generic software
Overall, implementing a specialized helpdesk solution can drive significant business growth through improved customer satisfaction and loyalty. Just be sure to assess your specific support workflows, sizing needs, and budget.
I hope this overview gave you a comprehensive look at how investing in the right software pays dividends across service quality, team productivity, and ultimately your bottom line. Feel free to reach out if you have any other questions! I‘m always happy to chat more.
