Neste curso crĂtica de GĂłrgias, 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?
Ă medida que minha loja de comĂ©rcio eletrĂŽnico continua a crescer, percebi a importĂąncia de ter um suporte tĂ©cnico que possa ser dimensionado perfeitamente com meus negĂłcios e lidar com eficiĂȘncia com todos os tĂquetes de suporte ao cliente.
Ă crucial fornecer atendimento ao cliente de alto nĂvel e garantir que nenhuma dĂșvida ou problema seja ignorado.
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.
Resultado inicial đ
GĂłrgias Ă© minha loja de suporte tĂ©cnico de e-commerce favorita. Se vocĂȘ gerencia uma empresa de comĂ©rcio eletrĂŽnico da Shopify e deseja melhorar o atendimento ao cliente, nĂŁo procure mais!
O especialista automĂĄtico integrado do Gorgias Ă© um dos meus recursos favoritos. Ele responde de forma inteligente Ă s perguntas mais comuns feitas por meus clientes, liberando-me de tarefas mundanas.
A introdução dessa automação mudou o jogo para minha empresa, liberando-me para focar em outras ĂĄreas cruciais e, ao mesmo tempo, fornecer aos meus clientes respostas Ășteis e oportunas.
O Gorgias oferece recursos inigualĂĄveis ââe suporte direcionado Ă s suas necessidades. Esta incrĂvel loja de help desk de e-commerce oferece ferramentas incomparĂĄveis ââpara gerenciar perguntas de clientes, resolver dificuldades e simplificar seu sistema de suporte.
Depois de incorporar Gorgias por 2 anos, Acho que vocĂȘ se beneficiaria em tentar.
Por que as marcas Shopify amam 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).
â sem custo adicional para integração, assentos extras ou investimento em recursos tĂ©cnicos (investimento anual de 5 a 6 dĂgitos) para configurar o manual CX fundamental de uma marca moderna.
Ă claro que GĂłrgias vence Zendesk aqui e muitos clientes estĂŁo amando Gorgias por seus recursos que sĂŁo baratos, simples e organizados.
RevisĂŁo detalhada de Gorgias: principais prĂłs e contras
GĂłrgias 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 estratégia de vendas.
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 Freshworks e 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.
Normalmente, outros departamentos de atendimento ao cliente começam seu trabalho depois que um cliente faz uma transação. Usando uma interface semelhante a e-mail, a Gorgias torna os pedidos do consumidor o foco principal do engajamento.
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 valoriza muito a automação como um recurso. Quando se trata de configurar um atendimento ao cliente que requer pouca interação, as respostas modeladas e orientadas por macro são a solução ideal. Esses modelos também podem auxiliar na coleta de dados para estudos futuros.
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, Magentoe 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.
RevisĂŁo de Gorgias: Recursos
1. Connect All Your Support Channel
GĂłrgias ajuda vocĂȘ a gerenciar todos os seus canais de suporte ao cliente, como e-mail, Facebook Messenger, Live Chat, Instagram, chat por telefone, etc, tudo em um sĂł lugar.
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
- VocĂȘ pode adicionar tags aos seus tickets ou classificĂĄ-los em suas visualizaçÔes personalizadas
- Para distribuir tĂquetes recebidos, vocĂȘ pode atribuir tĂquetes aos seus agentes
- Evite trabalho duplicado, distribuindo tĂquetes
- Use notas e mençÔes internas para colaborar diretamente em tickets
4. Conversation History and Order Data
O Gorgias mantém todas as conversas com o mesmo cliente em um só lugar, independente do canal.
Dessa forma, vocĂȘ pode navegar e rastrear facilmente seu histĂłrico de conversas.
Gorgias baixa informaçÔes relevantes do Shopify ou e-commerce para fornecer informaçÔes detalhadas do cliente em um painel claro: informaçÔes do pedido, nĂșmero de rastreamento e muito mais.
Adicione contas de clientes e pedidos a outros aplicativos de seu helpdesk: reembolsar, cancelar pedidos, alterar endereços.
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
Agora vocĂȘ pode selecionar o nĂșmero mĂĄximo de tickets que um agente pode receber pela atribuição automĂĄtica para tickets de âChat & Messagingâ (chat, messenger, IG DMs, SMS,âŠ) e tickets de âOutro textoâ (e-mail, comentĂĄriosâŠ) .)
Para fazer isso, basta acessar ConfiguraçÔes -> Atribuição de ingressos đ€
10. Gmail Conversation Grouping
Agrupamento de tickets mais inteligente para integraçÔes do Gmail!
Gorgias acaba de lançar um novo recurso para integraçÔes do Gmail, que garante que as mensagens do Gmail sejam agrupadas em tickets usando a lógica de agrupamento do Gmail.
O que isso significa?
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)?
Sem problemas! VocĂȘ pode desativar esse comportamento acessando a pĂĄgina de configuraçÔes da integração do Gmail (ConfiguraçÔes â IntegraçÔes â E-mail â Integração especĂfica do Gmail) e desativando Ativar agrupamento de conversas do Gmail.
11. Article recommendation in Chat
Seu comprador agora receberå recomendaçÔes de artigos de perguntas frequentes diretamente da sua janela de bate-papo.
O Gorgias Chat agora aproveita sua central de ajuda para recomendar automaticamente artigos de perguntas frequentes aos compradores.
đ€ Se vocĂȘ tiver um chat ativo e uma central de ajuda em sua conta, os compradores receberĂŁo uma recomendação de artigo quando fizerem uma pergunta que corresponda a um artigo em sua central de ajuda. Os compradores podem consultar o artigo diretamente na janela de bate-papo sem sair de sua loja.
âĄïž Os compradores agora recebem respostas instantĂąneas para suas perguntas no bate-papo, e seu agente poderĂĄ se concentrar em perguntas avançadas que nĂŁo podem ser respondidas usando suas Perguntas frequentes.
đ€ VocĂȘ pode ativar o recurso na guia de automação das suas configuraçÔes de bate-papo (veja abaixo):
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.
Para tornar esse processo mais direto, Gorgias adicionou uma etapa simplificada de criação de regras nos fluxos de criação de equipes!
Depois de criada, a regra fica acessĂvel nas configuraçÔes de regras.
Quem deve considerar o uso do Gorgias?
Pessoas que estão usando sites de comércio eletrÎnico 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.
GĂłrgias 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.
ExtensĂŁo Gorgias do Chrome
GĂłrgias Ă© uma incrĂvel extensĂŁo gratuita do Chrome que permite criar modelos personalizados que podem ser usados ââem qualquer aplicativo de e-mail, com a capacidade de personalizar mensagens de saĂda predefinidas em nome do destinatĂĄrio.
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:
- Crie seus prĂłprios modelos
- Crie variĂĄveis
- Pesquisar e inserir atalhos
- Compartilhe modelos com sua equipe
Embora o Gorgias jĂĄ seja uma ferramenta pura para uso pessoal, sua versĂŁo paga para grupos Ă© significativa. Ao trabalhar com uma equipe, vocĂȘ pode compartilhar automaticamente esses modelos com colegas para mensagens uniformes.
Objetivo de GĂłrgias
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.
IntegraçÔes Gorgias
Ă uma plataforma muito versĂĄtil e adaptĂĄvel porque trabalha com mais de 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 estĂĄ integrado com:
- Shopify
- Magento
- Gmail
- ComentĂĄrios Facebook
- Messenger
- Chat ao vivo
- WooCommerce
- Slack
- Mailchimp
- Klaviyo
e eles estĂŁo adicionando mais e mais aplicativos regularmente. Eles tambĂ©m estĂŁo fornecendo a vocĂȘ um aplicativo mĂłvel para que vocĂȘ possa fornecer atendimento ao cliente instantaneamente aos seus clientes. Ele tambĂ©m oferece suporte a vĂĄrias marcas.
O Helpdesk ConstruĂdo para Lojas Magento
Melhore o suporte para sua loja Magento e transforme-a em um centro de lucro
Chat ao vivo
Talk to your visitors in real-time through live chat to increase your website conversion rate. You can even trigger live chat campaigns based on the URL to engage in conversation automatically.
Sistema de bilhética
Centralize toda a comunicação com o cliente em um sĂł lugar. Conecte suas contas de mĂdia social, suporte a endereços de e-mail e nĂșmeros de telefone e responda a todos os tickets sem sair do suporte tĂ©cnico.
Social Media Posts and Ads
Never miss an opportunity to sell on meios de comunicação social again. Integrate your Facebook, Messenger, and Instagram accounts to respond to comments from posts and ads in one place.
Macros
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
O Gorgias usa aprendizado de mĂĄquina para detectar as intençÔes do cliente, como envio, reembolso, troca e muitos outros. VocĂȘ pode configurar respostas automĂĄticas ou encaminhar os tickets com tags.
Support and Revenue Statistics
Acompanhe as mĂ©tricas do agente de suporte, como volume de tickets, tempo de resposta e tempo de resolução. Ajuste suas estratĂ©gias de receita com estatĂsticas de ingressos em prĂ©-venda, ingressos convertidos e vendas totais.
Multi-store Connection
Connect all your Magento Stores to Gorgias. Centralize all tickets from all your stores in one place to save time.
Preços de revisão de Gorgias
1. Plano Inicial
- Disponibilidade: Only available for monthly subscription
- Bilhetes : 50 tickets/month
- Custo: Contato para preços
2. Plano BĂĄsico
- Bilhetes : 300 tickets/month
- Custo mensal: $ 60
- Custo anual: $ 50/mĂȘs (cobrado anualmente)
3. Plano Pro
- Bilhetes : 2,000 tickets/month
- Custo mensal: $ 360
- Custo anual: $ 300/mĂȘs (cobrado anualmente)
- Custo adicional: $36 per additional 100 tickets
- Funcionalidades:
- 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. Plano avançada
- Bilhetes : 5,000 tickets/month
- Custo mensal: $ 900
- Custo anual: $ 750/mĂȘs (cobrado anualmente)
5. Plano Empresarial
- Bilhetes : Custom ticket volume
- Custo: Contact for custom pricing
- Tailored services and features suitable for large-scale operations
Serviços extra (Available for any plan)
- Automate+: $25/month for additional automated interactions
- Convert+: $30/month for additional onsite campaign clicks
- Voz+: $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.
CrĂticas e depoimentos de clientes do Gorgias
Pros and Cons Of Gorgias
PrĂłs
- Ideal para todos os tipos de negĂłcios.
- 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.
- A satisfação do cliente pode ser medida por meio de pesquisas fornecidas pela Gorgias.
Desvantagens
- The automation service is not included in every plan.
Perguntas Frequentes:
đ§ Does Gorgias have a knowledge base?
VocĂȘ pode aumentar a força do HelpDocs integrando o Gorgias com outros serviços. Isso pode ser para sua equipe interna ou para sua prĂłpria base de conhecimento.
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 Ă© uma plataforma especĂfica de e-commerce para atendimento ao cliente. VocĂȘ pode gerenciar todos os seus canais de atendimento ao cliente a partir de um painel Gorgias: e-mail/chat/telefone/Messenger/Facebook/Instagram/SMS. Com dados de back-office de Shopify, Magento, BigCommerce, ReCharge e outros, vocĂȘ pode responder aos clientes em segundos.
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?
Atualmente, o Gorgias pode detectar até 54 idiomas em seus tickets de suporte.
â What is a Gorgias Bot?
Quando um agente nĂŁo usa o Gorgias para responder a um cliente, o Gorgias Bot Ă© quem envia a mensagem ao cliente.
Links RĂĄpidos:
- BenefĂcios da GestĂŁo de Relacionamento com o Cliente
- Engagebay vs Zoho: Qual Ă© o melhor software de CRM?
- NetHunt CRM Review: Software de gerenciamento de relacionamento com o cliente
- Aweber vs Getresponse vs EngageBay: Which is The Best CRM Platform?
- GoHighLevel Review: Is this CRM Automation Software Worth it?
ConclusĂŁo: revisĂŁo de Gorgias 2024
Como empresårio que opera uma loja online de pequeno ou médio porte usando plataformas como BigCommerce, Magento ou Shopify, descobri que o Gorgias é uma solução de suporte técnico ideal.
Fiquei muito impressionado com a extensa seleção de aplicativos compatĂveis de Gorgias e a confiabilidade geral em termos de recursos. Oferece uma seleção robusta de ferramentas que se integram perfeitamente Ă sua plataforma, garantindo uma experiĂȘncia de atendimento ao cliente fluida e eficaz.
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.
Eu realmente adoro o especialista automatizado, que Ă© uma caracterĂstica marcante do Gorgias.
Ele responde de forma inteligente Ă s perguntas mais frequentes feitas por meus clientes, poupando-me tempo e esforço. Essa automação mudou o jogo para o meu negĂłcio, permitindo que eu me concentrasse em outros aspectos cruciais e, ao mesmo tempo, fornecesse aos meus consumidores respostas rĂĄpidas e Ășteis.
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 e Zoho Desk, que sĂŁo os vencedores do Editors' Choice para pequenas empresas e oferecem uma gama mais ampla de recursos e funcionalidades.
Em conclusĂŁo, Gorgias tem sido um ativo significativo para minha loja online.
Compartilhe seus pensamentos sobre resenha de gorgias nos comentĂĄrios abaixo e deixe-nos saber o que vocĂȘ pensa sobre Gorgias.
