As the seasons change and the end of the year approaches quickly, phones may start ringing more frequently, especially with BFCM just around the corner. This is a busy period for you and your team, and we want to ensure you're fully prepared with our enhanced Voice capabilities. That’s why we’re excited to bring you the Gorgias Voice Recap so you can better benefit from Gorgias Voice capabilities during these peak periods. 🎉

This month, we’re introducing call and voice transcription to enhance your communication and Live Voice report. We’ve also rolled out new features to make your calls smoother and provide better tools for managing your phone conversations.

Gorgias Voice is now faster, smarter, and more powerful than ever.

And we’re not done yet! Before the end of the year, we’ll be rolling out even more exciting Voice features. So stay tuned! In the meantime, check out the incredible features we’ve released so far and a quick recap below.

Get Instant Transcriptions for Every Call!

Keeping track of conversations just got way easier! You can now get transcriptions and recordings for all your calls and voicemails in English, French, German, Spanish and Italian. No need to re-listen to full calls—scan the text and grab the important details. It’s a faster, simpler way to stay on top of things while making communication more inclusive for everyone. Learn more here!

“Call transcriptions on Gorgias will save time on every call by essentially taking the notes for you, and allowing you to go back and review them in seconds without having to relisten to the phone call. If your company takes many calls a day like ours, you will quickly understand how much of a game changer this feature is to have” -Jesse Straeter, CEO at New Holland Rochester

Monitor Calls across Live, Overview, and Agent Reports

Effortlessly track key metrics with our new Live Voice Report, which offers real-time insights into queues and agent availability to help you quickly address missed calls—learn more here.

Plus, the Overview Report shows wait times, call durations, and all calls in one view, while the Agents Report provides performance stats on total and missed calls, and talk time. It’s everything you need to enhance your call experience!

 Reduce duplicate profiles for seamless support

Say goodbye to any confusion and hello to seamless phone customer support! By matching Shopify customer profiles using the default address phone number, it’s easier than ever to identify your customers. This process scans the default shipping address to find phone number matches, reducing those pesky duplicate profiles. As a result, you will have a complete view of customer history, enabling them to provide faster and more efficient assistance. Learn how to do it here.

Smooth Call Transfers for Better Support

Agents can now quickly escalate live calls to supervisors or teammates for specialized help, ensuring quick and comprehensive support. With the new Transfer Button in the Live Call bar, agents can redirect calls seamlessly while shoppers are put on hold with music.  The initiating agent stays on the line until the transfer is accepted, and if the next agent is unavailable, the call returns to them without disruption. Learn more here!

Easily Convert Calls into SMS Conversations

Agents can now send personalized text messages to callers through a new IVR menu option! Instead of waiting on hold, customers will hear about the texting option, receive a confirmation message, and get a quick SMS update. It’s a great way to keep communication smooth and enhance the customer experience! Learn more here.

Get more flexibility to manage your Voice plan

We’ve made managing your Voice & SMS plans easier than ever. See below what’s changed:

• Trial users: If you're on a trial, you'll be notified that phone subscriptions are only available to active customers.

• Starter plan users: You can now subscribe to Phone plans!

• Self-serve management: Once your phone subscription is activated, you can easily upgrade or downgrade your plans through the Gorgias billing & usage page.

• Flexible billing cycle: Switch from monthly to yearly billing on your own; yearly changes take effect immediately, but you can’t switch back to monthly via self-serve.

What is coming soon?

• Drill-down for Live Dashboard

• Customizable call recording notification

• Customizable ring time

• Ability to change waiting music for incoming calls

• Search for specific words or phrases in voice tickets

Exciting times ahead! Stay tuned for more updates coming your way.

Thank you for being part of our journey—your feedback helps us shape the future of support! We can’t wait to see how these enhancements transform your interactions.

📞 Let’s keep the conversation going!