{"version":"https://jsonfeed.org/version/1.1","title":"Gorgias Updates","description":"www.gorgias.com","icon":"https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/newspages/PzZcLV4jj5GFeUSrVyjs/01h55ta3gs3e3tq02azdq1j62h-header-logo.png","favicon":"https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/newspages/PzZcLV4jj5GFeUSrVyjs/01h55ta3gs8p9e1qcqdb7qwpga-favicon.ico","items":[{"id":"d9CLN9EKWVQc66S90sgZ","url":"https://updates.gorgias.com/publications/introducing-tickets-auto-merge-simplifying-support-one-ticket-at-a-time","title":"\uD83C\uDF89 Introducing Tickets Auto-Merge: Simplifying Support, One Ticket at a Time!","authors":[{"name":"Iustina Dumitru","url":"mailto:support@gorgias.com","empty":false}],"tags":["Announcement","Automate","New feature"],"content_html":"
We're excited to announce the release of Tickets auto-merge, a powerful addition to our support suite designed to streamline ticket management and enhance customer experience.
With automated ticket merging, agents now enjoy consolidated information in a single ticket, leading to quicker response times and improved workflow efficiency. This enhancement minimizes manual effort, empowering agents to deliver swift and effective support to our valued customers.
You can find this setting option by going to Settings > Productivity > Auto-merge
Read more about auto-merge.
","date_published":"2024-03-27T16:06:50Z","date_modified":"2024-03-27T16:07:00Z"},{"id":"mMc74MDENeyPoduGECRJ","url":"https://updates.gorgias.com/publications/we-updated-how-tags-look-to-give-you-more-space-to-reply-to-customers","title":"We updated how tags look to give you more space to reply to customers","authors":[{"name":"Antonio Lapa","url":"mailto:support@gorgias.com","avatar":"https://storage.noticeable.io/users/fGzSMQRf90RjVCzDOYPDUe3Yofw1/01h55ta3gsm5hhqpvgmwzag1s5-avatar.jpg","empty":false}],"tags":["Announcement"],"content_html":"Tags have many purposes amongst which they give you an overview of what the ticket is about and for reporting purposes. Today we are introducing a change to improve your workflow when replying to tickets so that tags are less intrusive in your views.
What has changed:
The ‘Add Tag’ button is now in a fixed place so it doesn’t shift its position as you add a new tags
The first row of tags are always visible and you can choose to expand to view all tags
Refined the ‘Close’ button size to better align with its surroundings
\uD83D\uDE80 Introducing a new ‘Conditions’ step - to allow creation of multiple paths ↪️
Hey Gorgias Community! We’re introducing a new Conditions step in the Flow builder, which will allow you to create multiple paths based on variables.
This is particularly useful to execute actions where you want to personalize your customer’s experience based on different attributes, for example:
Customer’s answer to a text reply
Customer’s order value
Customer’s first/last name
Customer’s email
Customer’s order date
…any other HTTP request variable you’ve configured in
Let’s see the example below:
In this example, we aim to direct the customer to an alternative shipping time message based on the value of the customer's order.
For orders over $150, we offer first-class shipping free of charge.
For orders over $50, we offer standard shipping free of charge.
For any other order value below $50 (referred to as the \"Fallback\" step), we provide untracked shipping.
\uD83E\uDDB8 Using HTTP request step to superpower conditions
With HTTP request steps, it’s easier than ever to superpower conditions. Let’s explore a possible use-case:
Custom order cancelation:
Say we want to let our customers modify their subscription frequency from monthly to quarterly.
We’ll go ahead and setup a “change your subscription frequency”.
First, we will add a login step, then an HTTP request step to get the customer by email, with a variable “has_valid_payment_method” with a data type of Boolean (since it’s a boolean variable, it can either be true or false)
Magic time \uD83E\uDE84
Now it’s time to use our brand new conditions step. Let’s go ahead and add the new condition step
In our scenario, we'll set up one particular condition branch:
When the condition is true:
A multiple-choice query will be presented, inquiring about the desired frequency for the subscription delivery (options include every 2, 4, 8, or 12 weeks).
Following this, we'll initiate an HTTP request to modify the subscription frequency and display a confirmation message once this update is successfully completed.
How our conditions editor should look like
How our flow editor should look like:
As a fallback (when it’s false):
A task will be generated for a customer service representative to address the request manually.
Looking forward to seeing you try it out, happy automating!
Need help getting started? Check out this Steps article for detailed instructions.
","date_published":"2024-03-13T09:39:23Z","date_modified":"2024-03-13T11:46:25Z"},{"id":"JUdegzQ2eH0av1FoCxCf","url":"https://updates.gorgias.com/publications/major-performance-boost-in-analytics-reports-1","title":"Major Performance Boost in Analytics Reports \uD83D\uDE80","authors":[{"name":"Abdelhakim Bendjabeur","url":"mailto:support@gorgias.com","empty":false}],"tags":["Improvement"],"content_html":"Exciting news, our reporting page just got a major speed boost! We have heard your feedback and have worked hard to implemented some game-changing optimizations that have significantly boosted the performance of our reporting pages.
Loading times are now a lot faster, meaning you can access critical data in a swiftly.
Check it out and experience the difference firsthand! \uD83C\uDFCE️
","date_published":"2024-03-12T15:33:21Z","date_modified":"2024-03-12T16:18:43Z"},{"id":"yGE5pOP8JZUfOnNxItuk","url":"https://updates.gorgias.com/publications/you-can-now-create-more-than-4-ticket-fields","title":"You can now create more than 4 ticket fields!","authors":[{"name":"Agent Experience Team","url":"mailto:support@gorgias.com","avatar":"https://storage.noticeable.io/users/Az2FLF8j4rhZAHnjTZffPoVojXR2/01h55ta3gsb82phhx5f350safc-avatar.jpg","empty":false}],"tags":["Announcement","Improvement"],"content_html":"Ticket Fields are customizable ticket properties that allow you to summarize a conversation in a structured way to get actionable insights that will help you improve the buying experience, spot quality issues faster, reduce costs, and boost revenue. Today, we are introducing the ability to activate up to 25 ticket fields at one time.
Ticket fields specifications:
An account can have a maximum of 25 active ticket fields at a time.
You can change the order in which ticket fields appear in a ticket by going to the ticket fields settings page.
Fields are set up for the entire account on all tickets (existing and new ones).
Fields can be made mandatory to close a ticket.
Ticket fields won't impact your existing Tags configuration - you'll be able to use ticket fields instead of or in addition to Tags.
Ticket fields can only be archived, not deleted and, when you archive a field, tickets that already have a value associated with it will be saved, in case you want to unarchive the field later on.
You can search for any option or category using the search option in the dropdown menu and you'll see all the available choices.
We're pleased to announce that WooCommerce variables are now seamlessly integrated into Gorgias, unlocking a new level of flexibility and efficiency for your customer support workflows!
\uD83D\uDD17 Enhanced Customer Experience: Provide personalized support by accessing and utilizing WooCommerce variables directly within Gorgias tickets. Now, you can effortlessly retrieve order details, customer information, and more, all in real-time.
⏱️ Time-Saving Automation: Streamline your processes with automated responses and actions powered by WooCommerce variables. Say goodbye to manual data retrieval and hello to swift, accurate customer assistance.
\uD83D\uDCDA Need help getting started? Check out our comprehensive WooCommerce Variables Documentation for detailed instructions and examples.
Let’s take your support workflows to the next level! \uD83D\uDE80
","date_published":"2024-03-06T17:46:21Z","date_modified":"2024-03-06T17:46:32Z"},{"id":"JRWjFNfAiaYfD6ONQO0m","url":"https://updates.gorgias.com/publications/dive-into-agents-report-on-voice-statistics-1","title":"Dive into Agent's report on Voice Statistics!","image":"https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/JRWjFNfAiaYfD6ONQO0m/01hq8hhq3bh0qp4tsp9h81ty59-featured-image.png","authors":[{"name":"Felipe Gonçalves","url":"mailto:support@gorgias.com","avatar":"https://storage.noticeable.io/users/oI4NtD82Z4TxGDmCrbqsX32qydJ2/01hacqdbx34a21b2jt0gjs6a05-avatar.png","empty":false}],"tags":["Announcement"],"content_html":"Get ready for some fantastic news – we've just added another cool update to the mix! Following the buzz about our Voice Statistics report, we're thrilled to introduce the Agent’s Report on Voice Statistics. It's like taking your insights to a whole new level!
\uD83D\uDCA1 Imagine having the power to dive deep into your agents' native phone stats, compare their efficiency, and identify top performers or areas for training. Well, dream no more because it's all becoming a reality!
Discover the Magic of Voice Agents Report:
\uD83C\uDFAE Total Control: Filter the dashboard by integration, tags, and agents/teams. It's like having a remote control for your calls – you decide what shows up in the stats.
\uD83D\uDCCA Detailed Breakdowns: Total phone calls, received calls, accepted calls, missed inbound calls (including canceled ones), declined calls, outbound calls placed, average talk time, and average call-back time. It's your secret recipe for agent success!
Why use the Voice Agents Statistics report?
\uD83D\uDC49 Comprehensive Agent Availability: Achieve a deeper understanding of agent availability patterns, allowing for strategic scheduling and workload distribution.
\uD83D\uDC49 Efficiency Tracking: Monitor agent activities to ensure efficient workflow and identify areas for improvement.
How to get started?
Check out our comprehensive help docs, where we break down how these metrics are calculated. Click here to explore the details.
Haven't tapped into the potential of Voice Calls for your customers? Check out here how you can elevate your support game by adding a touch of personalization with the Gorgias Voice add-on. \uD83D\uDE80✨
Get ready to amplify your insights and rock your Voice support game! \uD83D\uDE80\uD83C\uDF08
","date_published":"2024-02-22T14:53:02Z","date_modified":"2024-02-22T14:53:14Z"},{"id":"uctgRc9Om4pAqu70ObQn","url":"https://updates.gorgias.com/publications/article-templates-for-your-help-center","title":"Article Templates for your Help Center","authors":[{"name":"Irinel Neculita","url":"mailto:support@gorgias.com","avatar":"https://storage.noticeable.io/users/9PJMrhxsYzwKMRgDgrWh/01h55ta3gssscwq47apvnqvshh-avatar.png","empty":false}],"tags":["Announcement"],"content_html":"\uD83D\uDE80 Introducing Help Center Article Templates!
We're pleased to announce the addition of Article Templates to your Help Center setup. \uD83D\uDEE0️✨
Our templates offer structured formats for FAQs, troubleshooting guides, and more. Whether you're starting from scratch or creating new articles, these templates provide a streamlined approach to content creation. Simply customize and publish.
We're committed to enhancing your Help Center experience and will continue to provide updates and improvements.
","date_published":"2024-02-08T15:18:28Z","date_modified":"2024-02-08T15:18:45Z"},{"id":"F1BvXoeBuVn4wKQDjhVU","url":"https://updates.gorgias.com/publications/introducing-voice-statistics-report-1","title":"Introducing Voice Statistics report ☎️\uD83D\uDCCA","image":"https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/F1BvXoeBuVn4wKQDjhVU/01hp2a77me5686d2var9f647ry-featured-image.png","authors":[{"name":"Felipe Gonçalves","url":"mailto:support@gorgias.com","avatar":"https://storage.noticeable.io/users/oI4NtD82Z4TxGDmCrbqsX32qydJ2/01hacqdbx34a21b2jt0gjs6a05-avatar.png","empty":false}],"tags":["Announcement"],"content_html":"\uD83D\uDCE2 Hold the phone because we have an exciting news alert! \uD83C\uDF89 We're thrilled to unveil the brand-new Gorgias Voice Statistics reports! Get ready to dive into a dedicated page that monitors key voice metrics, empowering you to supercharge your customer support game.
\uD83D\uDCA1 So, What is the new Voice Statistics report?
Voice calls are a game-changer for Merchants, boosting team efficiency and delivering a personalized multichannel experience. But here's the kicker – without real-time data analysis, it's a challenge to spot areas for improvement. That's why our team has been working hard at rolling out the first step of our Voice Statistics reports. Now, you can:
Keep track of wait and talk time: Dive into the caller experience section to see how long customers wait before a call is picked up (wait time) and how long a call lasts after it's answered (talk time).
☎️ Check out call volumes: The call volumes section gives you a quick look at the total number of calls, inbound and outbound calls, and missed calls.
\uD83D\uDCDE Get an overview of all your calls: With the calls list section, see all your calls at once – who answered, how long it lasted, and jump directly to the related ticket.
\uD83D\uDD04 Filter and export your data: Use filters to display voice calls for specific integrations, agents, or dates. Easily export caller experience and call volumes to CSV for your use.
What can you use the Voice Statistics report for?
\uD83D\uDE80 Performance optimization: Identify and address underperforming agents.
\uD83D\uDD0D Enhanced monitoring: Gain insights into wait times, talk durations, and missed calls for data-driven staffing decisions.
\uD83D\uDCCA Call analysis for outbound calls: Understand the purpose of outbound calls, enhancing their effectiveness.
Why use the Voice Statistics report?
\uD83C\uDF1F Enhance customer satisfaction: Reduce first response time and minimize missed calls for a more responsive approach.
⚖️ Optimize staffing decisions: Efficiently allocate resources based on call volume trends.
\uD83C\uDFC6 Employee performance enhancement: Identify training needs and opportunities for improvement among support agents.
What’s coming soon?
Get ready for an upcoming feature that dives into the world of agent calls! Our next report will spotlight individual agents, breaking down key metrics like total phone calls per agent, inbound calls missed, calls declined, average call-back time, and more. Stay tuned!
How to get started?
Wondering how to kickstart your journey with Voice Statistics reports? We've got you covered! Check out our comprehensive help docs, where we break down how these metrics are calculated. Click here to explore the details.
Haven't tapped into the potential of Voice Calls for your customers? Check out here how you can elevate your support game by adding a touch of personalization with the Gorgias Voice add-on. \uD83D\uDE80✨
Happy reporting!
","date_published":"2024-02-07T17:35:59Z","date_modified":"2024-02-22T15:08:14Z"},{"id":"obkkAGJqHhIHQxzLFqMC","url":"https://updates.gorgias.com/publications/meet-the-fresh-new-gorgias-automate-statistics","title":"Meet the fresh new Gorgias Automate Statistics ✨","image":"https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/obkkAGJqHhIHQxzLFqMC/01hmh8fy2qs750dxkbnfa0j057-featured-image.png","authors":[{"name":"Felipe Gonçalves","url":"mailto:support@gorgias.com","avatar":"https://storage.noticeable.io/users/oI4NtD82Z4TxGDmCrbqsX32qydJ2/01hacqdbx34a21b2jt0gjs6a05-avatar.png","empty":false}],"tags":["Announcement"],"content_html":"We're thrilled to introduce a significant upgrade to your Gorgias Automate experience. \uD83C\uDF89
We completely rebuilt Automate Statistics to offer more robust reporting and helpful insights. Furthermore, we've adjusted the reports, introducing two distinct ones: \"Statistics Overview\" and \"Performance by Feature.\" This update is geared towards offering more ROI metrics and perfectly aligned with our revised automation rate calculation. Enjoy the improved features.
Here's what's coming your way:
Automate Statistics Overview: Understand Automate’s overall impact on your company
Performance By Feature: Drill down to measure and improve
My Automate: Your new home base for all things Automate
\uD83C\uDF1F Understand Automate’s impact on your most important metrics
Wondering how Automate is impacting your most important metrics? We got you. Understand your automation rate and all the essential metrics it impacts — time savings, cost savings, and reduction in First Response Time.
\uD83C\uDF1F Drill down into each feature’s performance
We’re separating overall impact metrics from the performance of each feature. The Performance By Feature page allows you to zoom in for more granular insights. The data on this page can inform your Automate strategy, letting you know when and how to optimize your Quick Responses, Flows, and more.
\uD83C\uDF1F Meet your new Automate home base
On top of Automate Statistics, we’re happy to unveil My Automate. Think of My Automate as a home page for Automate, where you can see the most important metrics at a glance. Plus, you’ll find a handy setup checklist for Automate and other resources to help you optimize your setup.
\uD83D\uDCA1 Why you should start using?
Unlock insights, identify trends, fine-tune strategies, and supercharge your automation game!
Measure the efficiency of your interactions and maximize the return on your automation investments.
Gain a clear view of your costs, ensuring accurate charges for your interactions.
Fine-tune your Gorgias Automate features and product strategy for the best impact using data-driven insights.
\uD83D\uDCA1To recap: What’s different?
1- We've renamed the current report \"Overview\" to \"Performance By Feature,\" excluding the \"Volume per flow\" chart. For further details, please refer to the Help docs.
\uD83D\uDEABBefore
✅Now
2- The Automation Rate has changed: Before, we calculated automated interactions as a percentage of interactions initiated through Automate. We've changed to ensure this metric accurately represents the impact on your entire operation. Please check out more info here.
\uD83D\uDCA1 Do you need to do anything?
No need to worry – our fantastic product team is on it! But you'll definitely want to explore all the details about our updates in our help docs. Learn more by clicking here. \uD83D\uDE04
Happy reporting!
","date_published":"2024-02-06T12:59:55Z","date_modified":"2024-02-06T13:00:01Z"}],"language":"en","home_page_url":"https://www.gorgias.com/","feed_url":"https://updates.gorgias.com/feed.json"}