Support Your Team by Maximizing Efficiency and Accessibility to Customer Information with Gorgias and Malomo

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Malomo Staff

Staff

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Customers check their order status an average of 4.6 times per order. For most ecommerce brands, their common questions are related to “Where is my order” requests.

While this data is easily available to check for ecommerce stores, there has to be a better way for customers to know where their orders are so that customer service teams can focus on higher-priority issues and requests.

This is where Gorgias comes in. Gorgias is a helpdesk tool that helps ecommerce merchants improve the customer experience so they can grow their business and keep their customers happy.

We’re happy to announce that Gorgias now integrates with Malomo! Read on to learn more about how Gorgias works and how to leverage the Malomo + Gorgias integration.

What is Gorgias?

Gorgias is one of the most popular help desk tools available for ecommerce merchants. With Gorgias, merchants can offer exceptional customer service through centralized data and automation. The key selling point of Gorgias is that customer data is available in one location.

This means Gorgias can pull in data from Shopify, Klaviyo, Malomo, Postscript, and other tools so your customer service team can update orders, modify subscriptions, and refund payments without leaving your helpdesk.

Gorgias also automates tasks like cutting and pasting commonly asked questions, to fully automate and close out tickets. Your support team will spend less time looking busy, and more time talking to customers.

How do I use Gorgias on Shopify?

Here's a more detailed rundown on how to get started with Gorgias for your customer support needs.

1. Install Gorgias on your Shopify store

Installing Gorgias is easy – you can find it in the Shopify App Store. The app will ask you to accept the permissions, and after accepting, it will take a few minutes to install and sync with your store.

While the app is syncing, you can configure the settings.

2. Set up automations

You can get started with Gorgias’ suggested automations and configure triggered automations as needed. Don't forget to customize your automated messages!

Tips and Best Practices for using Gorgias on Shopify

Gorgias is a great helpdesk tool because it helps Shopify stores turn their customer service from a cost center to a revenue driver. With Gorgias’ automation potential, Shopify stores can automate responses, tagging, and more to free up time so they can actually help customers instead of digging around different tools for their data.

Here are some tips to getting the most out of Gorgias.

Integrate, integrate, integrate

One of the best reasons to use Gorgias is its integration library. You use many tools to run your Shopify store, and Gorgias integrates with most of them. With integrations like Klaviyo, Postscript, Attentive, Instagram, Yotpo, and more, you can always have a full view of your customer data.

For example, with Postscript, merchants can integrate to send customer service replies via SMS instead of email. With the Yotpo integration, merchants can automatically create support tickets to handle reviews from 1- to 2-star reviews to see how they can improve the customer experience.

Set up automations

Do you like responding to common questions by copying and pasting the same responses over and over again? With Gorgias, Shopify stores can automate responses and replies for many common questions. But the automation capabilities also allow stores to automate how they tag customers.

For example, if a customer cancels their subscription via an email request, Gorgias can update their tag automatically, so your subscription app automatically cancels the subscription. This way, your customer service team can cancel the subscription without having to open another tab. Getting to manage all aspects of your customer service in one location is a game-changer for customer service teams.

How to drive a better customer experience with Gorgias + Malomo

Gorgias seamlessly integrates with Malomo to elevate your customer support service experience and give your team the tools they need to quickly and precisely respond to customer inquiries. Besides having the ability to send customers a beautifully branded Malomo tracking page with their shipment status that keeps your customers happy, with this integration, your internal team will also be happy.

Your customer support team will have easy access to the most crucial customer information, such as contact information, order and tracking number, billing address, product chosen, and pricing, right at their fingertips.

As if you need more of a reason to try out this integration, here is the rundown:

  • Create automated customer service responses to order-related questions

  • Increase engagement and repeat purchases by driving traffic to high-converting branded tracking pages

  • Turn where is my order questions into potential upsell opportunities

Summary

Helpdesks aren’t a cost center anymore. They present ecommerce brands with valuable opportunities to transform the customer experience, grow their customer base, and drive revenue. Start using Gorigas to grow your brand and improve the customer experience at all points of the customer journey.

To learn more about how Malomo integrates with Gorgias and improves the post-purchase experience, schedule a demo today.

Already a customer? Check out this implementation guide to help you set up today.

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