Gorgias Updates

Drop-off Analysis in Flow Builder

2024-07-25T14:41:25.872Z

We are excited to announce a new addition to the Flow Builder – the Flow Drop-off Analysis! 🎉

The drop-off analysis allows you to see where customers are exiting your flows, step by step. This new capability enables you to identify and address bottlenecks, improving your flows and capturing more volume, while enhancing your automation efficiency.

What can you do with the Flows Drop-off Analysis?

Identify Drop-off Points: Analyse customer exits at each step of your flows to pinpoint areas for improvement.
Optimise Flows: Gain insights into specific steps where drop-offs occur, allowing for targeted optimisations.
Monitor Performance: View metrics at both the flow and flow step levels, providing a comprehensive understanding of your automation performance.

Accessing this feature is easy. You can either toggle it on a published flow or navigate to it from the Performance by Feature page.

We believe this new feature will empower you to refine your flows and drive better results with your automation strategies 📈.

Shopify Actions for AI Agent

2024-07-11T19:13:39.019Z

We’re excited to announce that our first pre-built Actions are now available for AI Agent!

Cancel Order in Shopify
Edit Order Shipping Address in Shopify

These Actions will help you instantly resolve more types of requests from customers — providing a superior experience for customers while saving time for your team!

Of course, your team can control when AI Agent can perform these Actions.

AI Agent’s Actions are a true game-changer

As you know, order edits (e.g. cancellations and address updates) must be executed quickly before the order is fulfilled and changes can no longer be made.

Often, human support can’t act in time, leading to a long list of issues, including:

Orders getting sent to the wrong address and getting lost
Shoppers and businesses paying to reship orders
Shoppers returning orders they meant to cancel

With Actions, AI Agent can instantly make these updates before it’s too late.

Your team is in full control

Actions in Shopify are pre-built in Gorgias, meaning your team can enable them without any API calls or technical skills. And when enabling Actions, you can control exactly how AI Agent behaves.

With Input variables, you can direct AI Agent to collect/confirm information from the shopper before performing the action.

For instance, for Edit Address, you can have the shopper confirm the new address:

With Conditions, you can tell AI Agent exactly when it should (and shouldn’t) perform the Action.

For instance, for Edit Address, you could only update the address if the order is marked unfulfilled in Shopify and was placed within the last 2 days (depending on your fulfillment window).

Stay tuned — we're hard at work building additional Actions in Shopify and other key ecommerce tools.

Ready to build your first Action? Check out our Actions Help Doc or explore Actions in your account today!

Convert Orders Metric Drilldown

2024-07-11T13:43:53.376Z

Our Performance Dashboard just got a major upgrade 🎉 Now, you can dive into a detailed view of all the orders generated from your campaigns. No more just seeing the number of orders—now you can see exactly what products were ordered, the order value, and more.

But that's not all. You can also download this detailed order list as a CSV file. Get ready to supercharge your insights and take your campaigns to the next level.

To learn more, visit our help doc.

📊 Improved Channels Report

2024-07-04T15:45:14.781Z

We have updated the Channels report

It uses our new data stack, which means that you will be able to aggregate up to a year worth of data, and will ensure data consistency for past periods.

We have also added support for more metrics! Instead of only displaying the breakdown of tickets created per channel, you can now compare channels based on the following metrics:

tickets created
tickets closed
tickets replied
messages sent
ticket handle time
first response time
resolution time
CSAT

You can also now filter this report by Agents and Tags.

We hope you will make the most of these improvements!

Meet your new team member: AI Agent

2024-07-01T21:19:34.584Z

We’re thrilled to announce that AI Agent is now available in all Automate subscriber Gorgias accounts! Get ready to transform your customer experience.

Who is AI Agent?

AI Agent is your newest team member. It sends accurate, personalized responses in the blink of an eye.

Using the latest artificial intelligence technology, AI Agent learns your brand voice and support processes to handle your most repetitive tickets.

AI Agent can also connect to Shopify and other tools to perform Actions (like updating a shipping address or canceling a recent order) to fully resolve tickets.

With AI Agent on your team, you can:

⚡ Resolve up to 60% of support volume with cost-effective AI

🤩 Delight customers with instant and personalized answers, 24/7

📈 Focus your team’s time on complex, VIP, and high-value conversations

For Automate Subscribers:
Register for our 30-min Implementation webinar here

When: Mondays, Wednesdays and Fridays at 1:00pm EST

For Non-Automate Subscribers:
Register for our 30-min Intro to AI Agent webinar here

When: Mondays at 12:00pm EST

You don’t have to wait for the webinar to get started. In the meantime, check out our playbook to onboard your AI Agent .

If you are not an Automate subscriber, please book a demo with our team here!

Redesigned customer experience when selecting orders in Flows 🤩

2024-06-26T08:44:21.885Z

We’re bringing some exciting improvements to the experience your customers have when selecting orders during a Flow!

Improvement: redesigned experience for “order selection” step in Flows

We’ve revamped the previous button-based experience when your customers are selecting one of their orders as part of a Flow. We’ve added more elements like order status and product images for a context-rich and better-looking experience.

New: ask customers to select items within an order

Previously, you could ask your customers to select an order, but it wasn’t possible to ask them to select specific items within that order. We’ve now made this extra level of granularity available for more efficient cases like return/warranty requests, reporting issues with a specific product, and more!

To start using, simply add an “item selection” step in your Flow builder:

Here’s how this step looks like from your customer’s perspective:

We hope you’re as excited about these improvements as we are. Happy automating! ⚡

Meet the new Klaviyo integration!

2024-06-19T14:35:56.012Z

We're thrilled to introduce our latest enhancements to the Klaviyo integration at Gorgias! Brands using Klaviyo Reviews and SMS can now save time switching tabs, gain deeper insights inside Gorgias, and enhance personalization for a better customer experience with a brand-new widget on the sidebar.

With this update, brands can now:

🚀 Access Klaviyo data directly within the widget in Gorgias with details such as email, name, phone number, loyalty data, segments, lists, star ratings, review dates, links, image URLs, reviewed products, and predictive properties.

⭐Engage customers from your Klaviyo SMS list in France, offer coupons, tag tickets, and target segments effortlessly.

🎟️ Convert Bad Reviews into Tickets: Create a Gorgias ticket whenever a customer leaves a Klaviyo Reviews rating that meets a brand's threshold.

And much more…

📊 Offer Proactive Support with Predictive Analytics: See Klaviyo analytics such as average order value, churn probability, and predicted CLV to address potential issues and offer relevant recommendations proactively.

🚀Effortlessly access their Klaviyo profiles by clicking on “Klaviyo profile,” ensuring they land right where they need to be.

How to get started

For brands who have Klaviyo SMS or Reviews:
- In Klaviyo, navigate to the Integrations page and select Gorgias Integration.
- In Gorgias integration settings, toggle "Customer profile information" to include all available properties, then sync "Reviews.”
- The widget info appears in existing open tickets when updates are triggered (e.g., new messages).

Not a Klaviyo Reviews customer? Learn more about how to get it here.

For brands who haven't integrated yet :
- Go to App Store in Gorgias and search for Klaviyo
- New brands will encounter Gorgias integration settings during setup, where options (e.g., SMS, reviews) are pre-selected based on their setup.
- If any checkboxes are selected, customer profiles are automatically included.
- Completing the setup ensures the sidebar appears when new tickets are received in Gorgias.

Check more details in our Help Center docs here.

Start delivering more personalized interactions with Gorgias & Klaviyo.

Introducing Service Level Agreements (SLAs)

2024-06-17T15:46:03.137Z

We're thrilled to announce the introduction of SLAs in Gorgias!

Imagine always having insight into how promptly your team responds to customers, ensuring no one is left waiting and consistently delivering timely responses. It's a game-changer, right? That's why our team has been dedicated to enhancing your experience with seamless SLA management in statistics.

Let's start by clarifying what SLA (Service Level Agreement) means: it's a formal internal policy that defines the expected level of service provided to customers. For example, you might set a goal for your team to respond to an inbound chat ticket within 90 seconds. These agreements are essential for managing customer expectations and ensuring high satisfaction levels.

Here's what's coming your way:

Create an SLA policy to track and enforce First Response Time & Resolution Time. Plus, SLA policies can be created based on channels.
Get insights about SLAs: see each policy's achievement rate, achieved, and breached tickets.
Examine which tickets have achieved or breached with SLA drill-down.
Why should you use SLA?
⭐⭐⭐ Gain insights into team performance and drive productivity.
⭐⭐⭐ Set targets, and enhance customer satisfaction with a consistent customer experience.
⭐⭐⭐Pinpoint individual agent performance (with filters) gaps with SLA data, facilitating targeted enhancements and growth.
🥊 Best practices on how to start with SLA
1. Check your current FRT and RT per channel.
2. Define the scope of service to explain the expected performance
3. Prioritize SLA categories
4. Establish the escalation process
5. Specify penalties and incentives
6. Create an internal document and share it with agents

Check out our helpful documentation to learn how to start creating your first SLA policy.

We hope this update helps you deliver a more consistent customer experience. Check it out and let us know what you think!

Predefined Custom Action values

2024-06-17T13:40:07.360Z

Hey! We’re glad to announce that we added a new feature, and a fresh new look, to custom actions. Yes the ones you tend to forget about because once you set them, they fulfil their duty on demand, in total discretion.

Custom actions are all about doing more with less. Having to set a value before executing an action was error-prone. But this era is over! Now, you can set up to 10 predefined editable values for your agents to pick before executing a custom action. Any agent will then only have to pick the desired value before executing the action:

And these values can also use the templating mechanism described here (at the bottom)

Give it a try and let us know what you think! 📢

Effortless Outbound Calls

2024-06-13T13:01:39.360Z

We’re thrilled to unveil our latest enhancement – the Outbound Dialer! Say goodbye to the hassle of making outbound calls. Using the Place Call button, you can effortlessly connect with your customers. Simply click the button to open the dialer and:

Copy-paste a phone number
Search for a customer by typing their name or phone number
Select the customer and place the call directly
Type a number and call it immediately

This seamless integration boosts your productivity and ensures smooth communication. Experience the convenience and efficiency of our Outbound Dialer feature today!