The Gorgias Automation add-on is a subscription service that lets you provide basic answers right on your website, often without customers talking to an agent. But, you may be wondering if this subscription service is worth the price. We’re going to break it down for you here. (Note: this Add-on is only available for users with a Shopify store).
First, let’s take a look at some of the best features of the add-on.
Quick Response Flows
Automated flows are arguably the most effective tools for handling customer inquiries efficiently. Quick Response flows instantly provide answers to your most frequently asked questions. Examples include questions about shipping & return policies, sizing, ingredients, discounts/sales, and other general information.
Custom Chat Flows
The add-on lets you create custom chat flows as well. These self-service flows “triage” tickets by asking for more info as needed. A few examples are order number, pictures of damaged items, etc. Additionally, flows allow customers to report an issue which is then categorized and routed to the appropriate agent. In some cases, resolving the issue without agent interaction (by providing order tracking or initiating a return/exchange). Gorgias even lets you suggest FAQ articles within your chat flow.
Managed Rules
Managed rules are conditions pre-built and managed by Gorgias. They perform common actions such as replying to “WISMO” (Where IS My Order?) emails with tracking information. Other actions include auto-closing tickets for non-support issues or redirecting customers who may need to self-manage returns through a 3rd party return tool. Rather than focusing on ticket deflection, this feature helps manage tickets created by customer emails.
Self-service Statistics
Reporting is often overlooked outside of conversion rates and total sales. However, knowing how well these tools work is key to maintaining their effectiveness. Reporting lets you measure flow usage so you can adjust settings as needed. It also provides insights that let you know if there are logistic issues or product flaws.
With the price of this service at roughly 50% of the base cost for a Gorgias account, you may wonder if it’s worth the spend. However, it’s important to consider the value beyond the ‘price’ and look at what you get in return to determine what the true ‘cost’ is.
- Happy Customers: Since 53% of customers prefer to self-serve, having that option almost guarantees that a majority of your customers will be happy with their experience.
- Focused Support Staff: The add-on increases productivity by freeing up agents to focus on more complex issues.
- Increased Budget Value: These features can increase deflection up to 20% allowing you to increase the overall value of your budget dollars.
- Access to Innovation: By subscribing, you get access to all future self service and automation initiatives as the Gorgias product team rolls them out.
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Ultimately, the value you get depends on your company’s size, structure, and product/service offered. If you have enough customers to warrant chat support, you’ll definitely want to consider the Gorgias automation add-on. Let wrrk help you set it up so everything is optimized for your brand!
