Dalam Ulasan Gorgia, Iâll examine one of the greatest e-commerce help desk shop assistance options and outline its many benefits and drawbacks. Is it a good fit for your company?
Saat toko e-niaga saya terus berkembang, saya menyadari pentingnya memiliki pusat bantuan yang dapat menyesuaikan skala dengan bisnis saya dan secara efisien menangani semua tiket dukungan pelanggan.
Sangat penting untuk memberikan layanan pelanggan terbaik dan memastikan bahwa tidak ada pertanyaan atau masalah yang terlewatkan.
Managing customer support across multiple channels, such as email, live chat, phone, and social media platforms like Facebook and Instagram, can be quite challenging and time-consuming.
Itâs easy for tickets to get lost in the shuffle, leading to frustrated customers and a negative impact on the overall shopping experience.
Thatâs where Gorgias comes in. This all-in-one help desk has been a game-changer for me. With Gorgias, I can effectively manage all of my customer services in one centralized place, eliminating the need to constantly switch between different platforms and channels.
Intinya di Muka đ
Gorgia adalah toko meja bantuan e-niaga favorit saya. Jika Anda mengelola perusahaan eCommerce Shopify dan ingin meningkatkan layanan pelanggan, tidak perlu mencari lagi!
Spesialis otomatis bawaan Gorgias adalah salah satu fitur favorit saya. Ini dengan cerdas menjawab pertanyaan yang paling sering ditanyakan oleh klien saya, membebaskan saya dari tugas-tugas biasa.
Pengenalan otomatisasi ini telah menjadi pengubah permainan bagi perusahaan saya, membebaskan saya untuk fokus pada area penting lainnya sambil tetap memberikan balasan yang tepat waktu dan berguna kepada klien saya.
Gorgias memberikan fitur dan dukungan tak tertandingi yang ditargetkan untuk kebutuhan Anda. Toko meja bantuan e-niaga yang luar biasa ini menawarkan alat yang tak tertandingi untuk mengelola pertanyaan klien, menyelesaikan kesulitan, dan merampingkan sistem dukungan Anda.
Setelah memasukkan Gorgias selama 2 tahun, Saya pikir Anda akan mendapat manfaat dari mencobanya.
Mengapa merek Shopify menyukai Gorgias:
â Gorgias has 4.4 stars (500+ Shopify App reviews) vs. Zendesk 3.3 stars (150).
â Agents respond 30% faster on Gorgias (4.8hrs) vs. Zendesk (6.36hrs).
tidak ada biaya tambahan untuk orientasi, kursi tambahan, atau investasi dalam sumber daya teknis (investasi tahunan 5-6 angka) untuk mengonfigurasi buku pedoman CX mendasar dari merek modern.
Jelas itu Gorgias menang atas Zendesk di sini dan banyak pelanggan menyukai Gorgias karena fiturnya yang murah, sederhana & rapi.
Ulasan Gorgias Mendalam: Pro & Kontra Teratas
gorgia is a customer service platform where you can manage your customer support in one place. Customers can contact you on multiple channels.
You can also collect customer service messages from all channels (email, live chat, phone, etc.) to help you optimize your support tickets.
Gorgiasâs simple mission is to help you deliver independent e-commerce products with outstanding customer service. It allows your agents to focus on being productive that advising customers rather than responding to repeated emails throughout the day.
Gorgias strives to free up its employeesâ time to focus on cash-generating activities by automatically answering basic customer questions. Not only that, but Gorgias also monitors the impact of customer service at the sales level.
With this information, you can ensure that your customer engagement becomes part of a profitable strategi penjualan.
My Honest Experience With Gorgias:
To my surprise, when we first logged into the app, I noticed that its interface looked very much like an email client.
Even small business-oriented help desks like Pekerjaan baru dan Zoho Desk, which are often based on a ticket queue dashboard, are strikingly different from this model.
However, this design choice is deliberate since once you get used to it, sorting through tickets is actually quite simple. Even from a management standpoint, it is visually appealing because of the color-coded tickets and the simple order entry process.
Another component thatâs unique is its sales aspect of it.
Biasanya, departemen layanan pelanggan lainnya memulai pekerjaan mereka setelah pelanggan melakukan transaksi. Menggunakan antarmuka seperti email, Gorgias menjadikan pesanan konsumen sebagai fokus utama keterlibatan.
The system categorizes customer service and information channels using views. As with Google Gmail, these are displayed on the left side of the screen.
You have complete control over what your reps see in these views, and you can even create your own unique views. Filtered information from tickets and tags on those tickets, either provided by the system or another user, is what theyâre using to present the data on the screen.
Because of this, every user canât customize a view. Only a person with administrator or lead agent rights can make all customizations.
Finally, you can designate whether a view should be made public or private. Only the holder of the private view can see the views that are shared with other users or teams.
Gorgias menempatkan nilai tinggi pada otomatisasi sebagai fitur. Dalam hal menyiapkan layanan pelanggan yang memerlukan sedikit interaksi, respons berpola yang didorong makro adalah solusi yang ideal. Template ini juga dapat membantu dalam pengumpulan data untuk studi masa depan.
As an illustration, you might automatically gather data on any customer complaints about a certain product or a particular pain point associated with that product.
You may then utilize that information to create more efficient automated responses to the problem and, perhaps, make it a higher priority in your next update.
Additionally, Gorgias has placed a high value on interoperability with other systems. However, there is also an App Store with a far longer list of additional add-on apps for BigCommerce, Magento, dan Shopify.
By integrating Loop with your Gorgias-Shopify platform, you can automate the complete product return procedure.
You might also add Aircall, which provides phone help and the ability to create tickets right from a phone call. The possibilities for further social media data mining and analytics are virtually limitless.
Here, itâs important to be adaptable even within the confines of Gorgiasâ mission. Many of the broad functions that come with platforms aimed at a wide range of customers, such as remote control or SLA management, are absent from this platform.
If youâre a smaller online retailer, the App Store allows you to develop a highly customized service desk tailored to your business, store, and product category.
Gorgias Review: Features
1. Connect All Your Support Channel
gorgia membantu Anda mengelola semua saluran dukungan pelanggan seperti email, Facebook Messenger, Obrolan Langsung, Instagram, obrolan telepon, dll semua di satu tempat.
2. Set Up Smart Autoresponder
Gorgias has set an autoresponder for customersâ repetitively asked queries.
They will get satisfactory responses from these bots. If not, the queries are forwarded to your employees for a better solution. This will help boost your economy and your employeesâ productivity as well.
3. All Help Desk Features
- Anda dapat menambahkan tag ke tiket Anda atau mengurutkannya dalam tampilan khusus Anda
- Untuk mendistribusikan tiket masuk, Anda dapat menetapkan tiket ke agen Anda
- Hindari pekerjaan rangkap dengan membagikan tiket
- Gunakan catatan internal dan sebutan untuk berkolaborasi langsung di tiket
4. Conversation History and Order Data
Gorgias menyimpan semua percakapan dengan klien yang sama di satu tempat, apa pun salurannya.
Dengan cara ini, Anda dapat dengan mudah menelusuri dan melacak riwayat percakapan Anda.
Gorgias mengunduh informasi yang relevan dari Shopify atau e-commerce untuk memberi Anda informasi pelanggan terperinci di panel yang jelas: informasi pesanan, nomor pelacakan, dan banyak lagi.
Tambahkan akun pelanggan dan pesanan ke aplikasi lain dari meja bantuan Anda: pengembalian dana, batalkan pesanan, ubah alamat.
5. Drive Revenue with Chat Campaigns
Donât wait for the websiteâs visitors to contact you. You can trigger live chat conversations with them and give them advice on the product based on the cart content.
You can also guide them through checkout to grow your revenues.
6. Data-Rich Macros
You can create message templates that include customer information, such as order details and tracking numbers. You donât have to do much copy and pasting because, with a click, you can send more personalized messages.
7. Monitor Your Teamâs Performance
It gives you major customer service KPIs to understand customer requests. It helps you measure response and resolution time and also lets you track satisfaction scores.
With this tool, you can monitor or measure your teamâs performance. After that, you can also send your statistics to your preferred BI tool.
8. Earn Money Using Revenue Statistics
With the help of revenue statistics, you can earn money. It helps you measure the impact of chat on sales and also lets you convert support into real money.
If the customer conversion and the revenue generated by pre-sale tickets are good, then you can also give rewards to your agents.
9. Auto-assignment limits
Anda sekarang dapat memilih jumlah maksimum tiket yang dapat dilayani oleh agen dengan penetapan otomatis untuk tiket âObrolan & Pesanâ (obrolan, messenger, IG DM, SMS,âŠ) dan tiket âTeks lainnyaâ (email, komentar⊠.)
Untuk melakukannya, cukup buka Pengaturan -> Penetapan tiket
10. Gmail Conversation Grouping
Pengelompokan tiket yang lebih cerdas untuk integrasi Gmail!
Gorgias baru saja merilis fitur baru untuk integrasi Gmail, yang memastikan pesan Gmail dikelompokkan ke dalam tiket menggunakan logika pengelompokan Gmail.
Apa artinya ini?
According to the Gmail documentation, Gmail messages are grouped into the same ticket if each message meets the following conditions:
They have the same recipients, senders, or subject as a previous message. A reference header with the same IDs as a previous message.
Sent within one week of a previous message. What if this new grouping causes strange behaviors (ex., contact form submissions from different customers being merged into one ticket)?
Tidak masalah! Anda dapat menonaktifkan perilaku ini dengan membuka halaman pengaturan integrasi Gmail (Pengaturan â Integrasi â Email â Integrasi Gmail khusus) dan mematikan Aktifkan pengelompokan percakapan Gmail.
11. Article recommendation in Chat
Pembeli Anda sekarang akan mendapatkan rekomendasi artikel FAQ langsung dari jendela obrolan Anda.
Gorgias Chat sekarang memanfaatkan pusat bantuan Anda untuk secara otomatis merekomendasikan artikel FAQ kepada pembeli.
Jika Anda memiliki obrolan aktif dan pusat bantuan di akun Anda, pembeli akan menerima rekomendasi artikel saat mereka mengajukan pertanyaan yang cocok dengan artikel di pusat bantuan Anda. Pembeli dapat membaca artikel langsung di jendela obrolan tanpa meninggalkan toko Anda.
ïž Pembeli sekarang mendapatkan jawaban instan untuk pertanyaan mereka di obrolan, dan agen Anda akan dapat fokus pada pertanyaan lanjutan yang tidak dapat dijawab menggunakan FAQ Anda.
Anda dapat mengaktifkan fitur di bawah tab otomatisasi pengaturan obrolan Anda (lihat di bawah):
12. Auto-assign Rule From Team Creation
You can now directly create a rule assigning tickets to the team youâve just created. Up until now, if you wanted to set up auto-assignment for your team, you needed to access the rules settings and manually build it.
Untuk membuat proses ini lebih mudah, Gorgias telah menambahkan langkah pembuatan aturan yang disederhanakan dalam alur pembuatan tim!
Setelah dibuat, aturan dapat diakses di pengaturan aturan.
Siapa yang Harus Mempertimbangkan Menggunakan Gorgias?
Orang yang menggunakan situs web e-commerce to sell their products and want to maintain good relationships with their customers should consider using Gorgias.
It is really hard to reply to consumersâ queries on a daily basis, and every query has the same type of questions. It can waste a lot of your time and that of your support team.
gorgia helps you by saving you time because it replies to those same queries automatically on a daily basis and forwards those queries to the support team, which requires human interaction.
In this way, you can focus your time on generating more money-related ideas instead of replying to those same emails.
Your support team can also help quickly those customers who require immediate attention, and in this way, your websiteâs customer satisfaction score will rise.
Ekstensi Chrome Gorgias
gorgia adalah ekstensi Chrome gratis yang luar biasa yang memungkinkan Anda membuat template khusus yang dapat digunakan di aplikasi email apa pun, dengan kemampuan untuk menyesuaikan pesan keluar yang telah ditentukan sebelumnya atas nama penerima.
For example, if you want to answer a customer service question, you can create a template that says, âHello [senderâs name], thank you for contacting our technical support,â and add it to the message with a simple shortcut.
Other variables include the senderâs name, email address, and content. I hope the update includes options such as the current day, date, and time on the menu.
The Chrome Extension of Gorgias can:
- Buat template Anda sendiri
- Buat variabel
- Cari dan masukkan pintasan
- Bagikan template dengan tim Anda
Meskipun Gorgias sudah menjadi alat murni untuk penggunaan pribadi, versi berbayarnya untuk grup sangat berarti. Dengan bekerja dengan tim, Anda dapat secara otomatis berbagi template ini dengan rekan kerja untuk pesan seragam.
Tujuan Gorgias
In their mission statement, they clearly mentioned that they want to help independent e-commerce brands so they can provide better customer service to their consumers.
It helps them focus the support team on becoming sales associates who can advise their customers and provide better options instead of answering repetitive emails all day long.
It helps you by freeing the time that you waste on replying to those emails and lets you focus on those activities that can generate more money.
It replies to basic customer questions automatically instead of you or your team. These things impact your sales rates, and that is why they track the impact of your customer service on your revenue.
All these things can help you increase your sales, and your customer satisfaction level will surely increase as well. They also claim that it can increase your productivity by 40%, which is really awesome.
Integrasi Gorgias
Ini adalah platform yang sangat fleksibel dan mudah beradaptasi karena bekerja dengan lebih dari 20 plugins, and it has the highest reviews on Shopify and Magento.
This platform can help solve problems of other platforms, and the list of plugins terintegrasi dengan:
- Shopify
- Magento
- Gmail
- Facebook Komentar
- Facebook Messenger
- Live chat
- WooCommerce
- Kendur
- MailChimp
- Klaviyo
dan mereka menambahkan lebih banyak aplikasi secara teratur. Mereka juga memberi Anda aplikasi seluler sehingga Anda dapat memberikan layanan pelanggan secara instan kepada pelanggan Anda. Ini juga mendukung banyak merek.
Helpdesk Dibangun untuk Toko Magento
Tingkatkan dukungan untuk toko Magento Anda dan ubah menjadi pusat laba
Live chat
Bicaralah dengan pengunjung Anda secara real-time melalui obrolan langsung untuk meningkatkan tingkat konversi situs web Anda. Anda bahkan dapat memicu kampanye obrolan langsung berdasarkan URL untuk terlibat dalam percakapan secara otomatis.
Sistem Tiket
Pusatkan semua komunikasi pelanggan Anda di satu tempat. Hubungkan akun media sosial Anda, dukung alamat email, dan nomor telepon, dan jawab semua tiket tanpa meninggalkan meja bantuan Anda.
Social Media Posts and Ads
Never miss an opportunity to sell on media sosial again. Integrate your Facebook, Messenger, and Instagram accounts to respond to comments from posts and ads in one place.
Macro
Create template answers to respond faster to the most common and repetitive questions. Write a message once with custom data variables and save it as a macro to reuse it automatically.
Autoresponder
Create rules to handle common questions like âWhere is my order?â By combining rules and macros, you can automate up to 40% of support tickets with highly personalized answers.
Intent and Sentiment Detection
Gorgias menggunakan pembelajaran mesin untuk mendeteksi maksud pelanggan seperti pengiriman, pengembalian dana, pertukaran, dan banyak lainnya. Anda kemudian dapat mengatur balasan otomatis atau merutekan tiket dengan tag.
Support and Revenue Statistics
Lacak metrik agen dukungan seperti volume tiket, waktu respons, dan waktu penyelesaian. Sempurnakan strategi pendapatan Anda dengan statistik tiket pra-penjualan, tiket yang dikonversi, dan total penjualan.
Multi-store Connection
Connect all your Magento Stores to Gorgias. Centralize all tickets from all your stores in one place to save time.
Harga Ulasan Gorgias
1. Paket Pemula
- Ketersediaan: Only available for monthly subscription
- tiket: 50 tickets/month
- Biaya: Kontak untuk mengetahui harga
2. Rencana dasar
- tiket: 300 tickets/month
- Biaya Bulanan: $ 60
- Biaya tahunan: $50/bulan (ditagih setiap tahun)
3. Rencana Pro
- tiket: 2,000 tickets/month
- Biaya Bulanan: $ 360
- Biaya tahunan: $300/bulan (ditagih setiap tahun)
- Biaya tambahan: $36 per additional 100 tickets
- Fitur:
- Up to 500 user seats
- SSO, team management, user permissions
- Unlimited social media channels (Facebook, Instagram, WhatsApp)
- 150 active integrations from a library of 94 apps
- Support and revenue reporting (support performance, live stats, satisfaction surveys, revenue stats)
- Pro customer services (Lite onboarding, Gorgias Academy, support by email & chat, office hours)
4. Rencana canggih
- tiket: 5,000 tickets/month
- Biaya Bulanan: $ 900
- Biaya tahunan: $750/bulan (ditagih setiap tahun)
5. Rencana Perusahaan
- tiket: Custom ticket volume
- Biaya: Contact for custom pricing
- Tailored services and features suitable for large-scale operations
Add-ons (Available for any plan)
- Automate+: $25/month for additional automated interactions
- Convert+: $30/month for additional onsite campaign clicks
- Suara+: $25/month for additional voice tickets
- SMS+: $17/month for additional SMS tickets
This structured plan overview makes it clear what each level offers, helping businesses of various sizes choose the right package based on their operational needs and growth plans.
Each tier is designed to provide scalability and flexibility, ensuring that as your business grows, your ability to manage customer interactions efficiently grows, too.
Ulasan & Testimonial Pelanggan Gorgias
Pro dan Kontra Gorgias
Pro
- Terbaik untuk semua jenis bisnis.
- Increases in productivity by 40%.
- An effective auto-expanding tool.
- Effective email templates.
- It is a fast, efficient, and powerful customer support tool.
- They offer a free trial so that you can get an overview of Gorgiasâ features.
- Kepuasan pelanggan dapat diukur melalui survei yang disediakan oleh Gorgias.
Kekurangan
- The automation service is not included in every plan.
Pertanyaan Umum (FAQ)
đ§ Does Gorgias have a knowledge base?
Anda dapat meningkatkan kekuatan HelpDocs dengan mengintegrasikan Gorgias dengan layanan lain. Ini mungkin untuk tim internal Anda atau untuk basis pengetahuan Anda sendiri.
đ€ Is Gorgias a CRM?
Gorgias is a customer relationship management (CRM) platform designed specifically for e-commerce companies. This platform enables your customer care staff to manage all of your support and customer service in one location. Gorgias is being used by the most successful Shopify stores to cut down on the amount of time it takes for the initial response to a ticket and to boost the effectiveness of their customer service teams.
đ What is Gorgias helpdesk?
Gorgias adalah platform khusus e-commerce untuk layanan pelanggan. Anda dapat mengelola semua saluran layanan pelanggan Anda dari satu dasbor Gorgias: email/obrolan/telepon/Messenger/Facebook/Instagram/SMS. Dengan data back-office dari Shopify, Magento, BigCommerce, ReCharge, dan lainnya, Anda dapat merespons pelanggan dalam hitungan detik.
đ How do I add Gorgias to Shopify?
In Gorgias, go to Integrations -> Shopify. Click 'Add Shopify'. Once clicked, you will be redirected to the Shopify App Store.
đ„ What is Gorgias and what are its top alternatives?
For e-commerce businesses, Gorgias creates a multi-channel helpdesk that is integrated with the back-end. Customers can access all of their support services in one spot, which saves businesses time and money. It provides a single view of customers for customer service agents by connecting various corporate apps and communication channels. Gorgias is a component of a tech stack that focuses on customer service. Freshdesk, Zendesk, Helpscout, and Reamaze are all viable alternatives to Gorgias.
đ How many languages can Gorgias detect?
Gorgias saat ini dapat mendeteksi hingga 54 bahasa di tiket dukungan Anda.
â What is a Gorgias Bot?
Ketika agen tidak menggunakan Gorgias untuk menanggapi klien, Gorgias Bot adalah orang yang mengirim pesan ke pelanggan.
Link Cepat:
- Manfaat Manajemen Hubungan Pelanggan
- Engagebay vs Zoho: Manakah Perangkat Lunak CRM yang lebih baik?
- Ulasan NetHunt CRM: Perangkat Lunak Manajemen Hubungan Pelanggan
- Aweber vs Getresponse vs EngageBay: Which is The Best CRM Platform?
- GoHighLevel Review: Is this CRM Automation Software Worth it?
Kesimpulan: Ulasan Gorgias 2024
Sebagai pengusaha yang mengoperasikan toko online kecil atau menengah menggunakan platform seperti BigCommerce, Magento, atau Shopify, saya menemukan Gorgias sebagai solusi meja dukungan yang ideal.
Saya sangat terkesan dengan banyaknya pilihan aplikasi yang kompatibel dan keandalan Gorgias secara keseluruhan dalam hal fitur. Ini menawarkan pilihan alat yang kuat yang terintegrasi secara mulus dengan platformnya, menjamin pengalaman layanan pelanggan yang lancar dan efektif.
The ability of Gorgias to optimize customer service has had a substantial impact on my sales, making it one of its most impressive features.
With Gorgias by my side, Iâve been able to improve the level of customer support I offer, resulting in increased customer satisfaction and, ultimately, increased sales.
Saya sangat mengagumi spesialis otomatis, yang merupakan fitur luar biasa dari Gorgias.
Ini dengan cerdas menanggapi pertanyaan yang paling sering diajukan oleh pelanggan saya, menghemat waktu dan tenaga saya. Otomatisasi ini telah menjadi pengubah permainan untuk bisnis saya, memungkinkan saya untuk fokus pada aspek penting lainnya sambil tetap memberikan tanggapan yang cepat dan membantu kepada konsumen saya.
Notably, if youâre looking for a solution that transcends the limitations of an e-commerce platform, Gorgias may not be the best option for you.
In such situations, I would suggest investigating more comprehensive options, such as Freshdesk dan Zoho Desk, yang merupakan pemenang Pilihan Editor untuk bisnis kecil dan menawarkan beragam fitur dan fungsi.
Kesimpulannya, Gorgias telah menjadi aset penting bagi toko online saya.
Bagikan pemikiran Anda tentang Ulasan Gorgias di komentar di bawah dan beri tahu kami pendapat Anda tentang Gorgias.
