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Offer More Self-Serve Options with Flows: 10 Use Cases & Best Practices

See how 10 ecommerce brands are using Gorgias Flows to engage customers and learn how to recreate them yourself.
By Christelle Agustin
0 min read . By Christelle Agustin

Unfortunately, many shoppers struggle to find the information they need while shopping online, even when self-service portals should be standard, according to 88% of consumers.

At Gorgias, we focus on simplifying customer experiences with AI and automation tools. Our automation tool, Flows, is a self-service feature that delivers shoppers instant answers throughout the entire buying journey, whether it’s to find the right size or track an order.

Keep reading, and we’ll show you how to leverage self-service options at every customer touchpoint using Flows. We’ll start with 10 Flows examples from ecommerce brands, show you how to do it yourself on Gorgias, and then put all the learnings together with some best practices.

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What are Flows? 

Flows are designed to initiate simple interactions that quickly guide shoppers to the information or actions they need. They minimize website bounce rates and enhance automation rates for ecommerce customer support teams.

Flows enhance your website's chat by automating interactions with customers. They provide an immediate automated response with just one click or guide customers through a branching path that caters to their specific needs. This path could include multiple-choice questions or even prompt customers to log in and select an order.

Effective ways to use Flows:

  • Sizing guide
  • Returns and exchanges portal
  • Warranty claim handler
  • Free shipping checker
  • And more

Read more: The types of Flow steps

10 powerful use cases for Flows

Flows are so versatile that they can be used for every type of shopping experience, whether a shopper has just discovered you or they’re already a dedicated brand advocate.

We’ll go through 10 use cases that could benefit from a Flow, show you how real ecommerce brands use them, and how you can make them yourself with Gorgias Automate.

1. Answer shipping policy inquiries

Provide instant answers to customers' shipping inquiries with an easy-to-access shipping policy Flow directly on your website. This Flow efficiently resolves questions about shipping times and fees, helping customers quickly go from browsing to buying.

Nomad states their shipping policy in a Flow that conveniently answers processing time, shipping time, and shipping rates:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a shipping policy Flow might look like:

Shipping policy Flow builder
If your shipping policies vary by region, include options that reflect those regions.

2. Automate returns & exchanges 

If a customer isn’t satisfied with your product, don’t make it harder for them to return it.  A returns Flow not only clarifies your return policy to motivate a customer who's on the fence but also connects them directly to the right process to start a return or exchange. All they have to do is enter their order number and email, and they’re done.

No handling it on the agent side and waiting from the customer end.

Try out bag brand CALPAK’s returns Flow in the tour below:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a return and exchange Flow might look like:

Return and exchange policy on Gorgias
If returns policies vary for international locations, include an option for international customers to select in the Flow.

3. Recommend products to browsing customers

A product-matching quiz can solve decision fatigue if shoppers are faced with multiple versions of a product — like a supplement for different concerns, beverage flavors, or makeup for different skin tones. 

Sol de Janeiro, the fast-growing body care brand, boasts shower gels, body creams, and fragrances of different scents and colors. To prevent customers from feeling overwhelmed, Sol de Janeiro offers product-matching quizzes.

For example, their What body cream is right for me? quiz asks customers about their main skin concern. If a customer’s concern is smooth skin, they’ll recommend a body cream supporting skin elasticity. If the concern is firmer-looking skin, they recommend a cream rich in antioxidants.

Here’s what the Flow looks like on Sol de Janeiro’s website:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a simple product recommendation Flow might look like:

Product recommendation template on Gorgias
A product recommendation flow can consist of one or multiple questions.

4. Manage subscriptions in a few clicks

Seventy-four percent of customers forget they’re paying for a subscription, based on C+R Research. Keep customer relationships honest and show customers that they have full control over their memberships, whether they want to upgrade, downgrade, or cancel their subscription plans.

Even if you have a customer portal for managing subscriptions, not all customers will look for it on their own. A Flow can bridge this gap by guiding customers directly to the portal while significantly reducing the volume of subscription-related tickets in your inbox.

Online vet care service Dutch lays it all out with a subscription management Flow, providing customers with straightforward instructions: 

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a subscription management Flow might look like:

Subscription management template on Gorgias
The subscription management Flow template provides information about changing subscription frequency, products, delivery details, payment information, and cancellation.

5. Display your warranty policy

Big ticket purchases need extra support in case of defective parts. Tell customers you’ve got their back by displaying your warranty policy upfront. You’ll ease their concerns and earn their loyalty knowing their premium buy is protected.

Bidet brand TUSHY sells premium bidets. To provide similarly premium customer experiences, they have a 12-month guarantee on equipment and parts. They present their warranty policy Flow on their website:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a warranty policy Flow might look like:

Warranty policy on the Flow builder

6. Notify customers about product restocks

“Sold Out” or “Out of Stock” aren’t the nicest words to see on a product page, especially if you’re a repeat customer ready to buy your favorite product. To keep customers in the loop, create a Flow that lets them know the status of your products.

For the baby stroller brand Zoe, popular products sell out quickly. To efficiently manage customer inquiries, they created a When are you expecting a restock? Flow. It informs customers about product availability and also encourages them to leave their email address or SMS number. This ensures they can purchase a stroller as soon as it's back in stock and allows Zoe to connect with them for future marketing efforts.

Do it yourself on Gorgias

Here's what a restock notification Flow might look like:

Restock flow in the flow builder
A restock flow can contain as few as three steps.

7. Troubleshoot an order

Products may require additional assistance depending on their usage. These can be products like electronics, apparel, and furniture. If customers are asking the same troubleshooting question, it would be best to add a troubleshooting Flow.

Check out how CAKES handles product issues with a simple Troubleshoot Flow:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a troubleshooting Flow might look like:

8. Welcome new customers

Nothing beats a warm welcome, especially for new customers who are just starting their journey with your brand. A welcome Flow is essential for engaging these newcomers right from the start. It provides them with crucial product education and relevant information, setting the tone for a supportive customer relationship. 

Take a look at how Crunch Labs, STEM building kits for kids, assists customers with a welcome Flow:

Do it yourself on Gorgias

Here's what a welcome Flow might look like:

Welcome flow
A welcome flow can address multiple FAQs within one flow.

9. Ensure perfect product matches with a sizing guide

Apparel brands face frequent sizing inquiries that can lead to returns. A sizing guide Flow provides clear, self-service information upfront, reducing sizing issues. This Flow acts as a self-service tool that customers can use to find their correct size before purchasing. 

Here’s how gender-inclusive apparel brand Both& guides customers to the right size:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a sizing guide Flow might look like:

Sizing guide flow

10. Answer pre-sales questions

Unanswered pre-sales questions can deter purchases. A pre-sales question Flow delivers immediate, thorough answers, leads to a boost in customer confidence, and reduces post-purchase dissatisfaction.

Organic soap brand Dr. Bronner’s provides shelf life information for all their products with a Flow:

Do it yourself on Gorgias

Here's what a pre-sales question Flow might look like:

Pre-sales flow
Pre-sales questions aim to alleviate customer concerns before they decide to buy your product.

Keep these Flows best practices in mind

Stick to 1-step Flows to maximize automation potential 

Single-step Flows are the most engaging Flows because there’s no opportunity for shoppers to drop off. Single-step Flows can link out to additional resources, like a Help Center article or a returns and subscription portal through tools like Loop Returns or Recharge. 

💡 Pro Tip: Keep Flows to a maximum of five steps. Any more and you're likely to lose customers’ attention.

Include shipping and returns policies in your Flows

Online stores’ top-performing Flows are almost always about shipping and return policies. Make sure to anticipate customer questions by creating a Flow for each policy, succinctly answering questions like:

Shipping Policy:

  • How long does shipping take?
  • How much does shipping cost?
  • Where do you ship?
  • Where is my order? (with a link to Order Management tracking if possible)

Return Policy:

  • What is the return window?
  • Cost of return shipping
  • Condition item(s) must be in
  • How do I initiate a return? (with a link to the Return Portal if possible)

Create Flows for each language

Flows will not appear for shoppers unless the language of the Flow matches the language of the shopper's browser — including regional languages. 

If a Flow is only in English (UK), it will not show up for American shoppers whose browsers are in English (US).

If you sell internationally, we highly recommend adding all possible languages to Flows, including regional languages.

Note: Gorgias Chat supports 15 languages, including English (US and UK), French (France and Canada), Spanish, Danish, Swedish, Italian, Dutch, German, Norwegian, Czech, Brazilian Portuguese, Japanese, and Finnish.

Read more: Multi-language support for Chat

Link to other self-service tools (like Loop, Recharge, Help Center, etc.)

Flows often automate interactions when they send customers to another page (like a Recharge login page or a Loop portal, or even sometimes a Help Center article). 

If a customer’s inquiry could be solved with one of these tools, include a link to the right page in the Flow’s automated answer.

Automate engagement with Gorgias Automate

Join brands like Shinesty that use Gorgias Automate to transform their customer experience. By using Flows, Quick Responses, Order Management, Article Recommendations, AI Autoresponders, and AI Agent, Shinesty has been able to automate over 50% of their customer tickets. 

Book a demo now and be a part of the 15,000+ ecommerce brands using Gorgias to transform their customer experiences.

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9 min read.

How to Prime Your Website to Automate CX

The dos and don’ts of making your website user-friendly so you can offer automated support as soon as possible.
By Christelle Agustin
0 min read . By Christelle Agustin

TL;DR:

  • Automating customer experience (CX) can save costs, reduce agent burnout, and increase customer satisfaction
  • A good website user experience consists of fast load times, informative product pages, mobile optimization, and guest checkout
  • Automate CX by using automated chat, replacing email links with contact forms, updating your help center, and deploying onsite campaigns
  • Do not overcomplicate the user journey by only providing automatic support — route back to human agents

Nowhere is the customer experience more important than on your website. CX is so much more than post-purchase troubleshooting. CX that grows your brand makes the entire buying journey as effortless as possible, from the first ad to the 10th item purchased.

Your website isn’t only the marketing team’s domain. Your support team’s input is crucial to ensure customers can find all the answers they need without waiting around.

With a better website experience for your customers, you enable more sales and reduce the repetitive inquiries for your agents.

Here are some tips to enrich your website with CX automations that will delight your customers and your team.

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Why automating CX is essential

With 63% of consumers expecting service agents to know their unique needs and preferences, your efforts should be focused on improving support speed and responsiveness — and that starts with automation. 

Here are the five benefits of automating your customer experience:

  1. Cost efficient: Automating routine questions cuts down the cost of human labor, redirecting resources to more impactful areas of customer service.
  2. Reduced workload for agents: Your support team can focus on more complex issues instead of spending time on questions that can be answered with automated replies.
  3. Increased customer satisfaction: Automation provides fast answers, keeping the shopping experience uninterrupted.
  4. Enhanced navigation and user experience (UX): A website optimized for automation is easier to navigate and shop from, and reduces cart abandonment rates.
  5. Prevents support overload: Automation helps your agents from lessening their touchpoints with customers where it’s not needed, allowing customers to feel in control of their own journeys.

How website UX and CX work together

If done correctly, your website's UX should be so intuitive and smooth that shoppers barely notice it. For ecommerce stores, a well-thought-out website UX consists of everything from a logical menu to a straightforward checkout flow. 

Below, pay attention to the following website elements as they directly influence the buying journey and can impact customer satisfaction.

Informative product pages

Engaging and detailed product descriptions add substantial value by influencing buying decisions and simplifying the shopping experience.

Take a look at how Good Protein keeps descriptions engaging but short in three bullet points, includes social proof by displaying customer ratings, and provides flavor, size, and subscription options in one section:

Good Protein
Good Protein provides all important product information upfront.

Mobile optimization

According to Airship’s 11,000-respondent survey, 76% of shoppers shop through retailers’ mobile websites. With a significant portion of online sales coming from smartphones, it’s best to test your website on mobile devices. If users can’t complete a purchase through mobile, you lose out on a large fraction of sales.

Minimized distractions

Reducing distractions like unnecessary pop-ups and banners keeps the shopper focused on the main goal of conversion. Streamlining content to spotlight key campaigns or product launches can dramatically improve conversion rates.

Quick page load times

Fast-loading pages are crucial for keeping potential customers engaged. Delays can significantly deter shoppers, as studies show that even a one-second delay in page loading can reduce conversions by 7%.

Check out Google’s PageSpeed Insights to assess your website's performance.

Streamlined checkout process

Simplifying the checkout process and providing multiple payment options, such as guest checkout, removes common barriers to conversion by offering a convenient purchasing process.

Swimwear brand TRIANGL makes shopping easy and fast by adding a Quick Buy button to every product:

TRIANGL makes it easy for shoppers to buy products without making an account.

‎Exceptional customer support

Tools like live chat or help centers provide a portal through fast support. AI-powered support tools like Gorgias Automate combine automated responses with the option for human interaction, ensuring customer inquiries are addressed promptly.

This integration of website UX with automated customer experience strategies creates a more efficient, enjoyable, and productive shopping environment that exceeds customer expectations.

Related: Stop Marketing, Start Converting playbook

Implement these 5 strategies to prep your website for automation

Keeping your customer support options visible is the key to prepping your website for automation. 

Follow these five methods to provide easily accessible support routes, simplify communication, and help customers quickly find the information they need. 

1. Keep chat active 24/7

When you hear “chat,” you may think about not having enough bandwidth to offer live chat all the time. Well, that’s just a common chat myth

In fact, chat doesn’t require agents to operate 24/7. You can configure live chat to only be active during your busiest hours or even deactivate it altogether and replace it with automated FAQs to keep customer questions answered throughout the day. 

Here’s how ALOHAS keeps their chat running using Gorgias Automate’s Quick Responses:

ALOHAS uses Quick Responses to answer questions about shipping policy

‎Beyond automating common questions, chat can also accomplish other support-related tasks:

  • Email Capture: When live agents aren’t available, automation can ask for customer emails so that their inquiries can be routed to your support inbox.
  • Article Recommendations: Chat questions can be scanned and matched with the most relevant article, reducing the need to talk to an agent.
  • Order Management: Automate WISMO requests with an order management portal right in chat. Customers can track, return, cancel, or report an issue on their own without waiting for an agent to do it for them.

Don’t forget that chat is one of the most visible components on your website. Make sure the chat dialog can be minimized and hidden to avoid disrupting the shopping journey.

2. Replace email with structured contact forms

Leaving your customer support email on your contact page is the equivalent of leaving plain URLs on your website — it’s disorganized and can attract spam like no other channel.

Contact forms are far superior to email links because they collect all necessary information (like issue type and contact information). This helps agents provide resolutions as efficiently as possible because tickets are already structured and include the necessary details.

For example, Gorgias Chat includes Offline Capture to collect customer inquiries while agents are offline. Gorgias Helpdesk then uses the structured information to detect customer intent, making interactions easier to manage.

CALPAK uses email capture on Gorgias
CALPAK enables email capture so that chat inquiries can be handled even when live chat is offline.

3. Display your Help Center and contact form prominently

Make your Help Center visible no matter which page shoppers are on. Displaying important customer support resources like this in your website's header, footer, and various emails like marketing messages and order confirmations allows customers to self-serve, without having to contact a live agent.

With Gorgias, you can use one-page Help Centers to create a seamless experience from one page to another on your online store. This setup allows customers to quickly find the answers they need, improving accessibility while reducing the demand on your team.

Here’s what clothing brand Princess Polly’s one-page Help Center looks like:

Princess Polly keeps the user experience seamless by keeping the Help Center a part of their website, so customers can go back to shopping whenever.

4. Make sure your knowledge base is up-to-date and comprehensive

Updating your knowledge base, whether it's a Gorgias Help Center or another FAQ page, directly impacts the customer journey. Gorgias's AI Agent uses the Help Center as its primary source to autonomously handle over 30% of customer email inquiries, drawing on articles that cover necessary topics like shipping, orders, product information, and account management. 

To optimize your Help Center for AI, ensure your content is comprehensive and current, particularly in areas such as policies and product updates. All articles should be published, not saved as drafts, to be accessible to AI Agent. Regularly reviewing your articles encourages customer self-service and reduces reliance on agent assistance.

5. Maintain engagement with targeted campaigns

Targeted onsite campaigns on product pages educate customers and boost confidence, especially when tailored to your top-selling products. For instance, when items are out of stock, campaigns can redirect customers to similar products, as demonstrated by Glamnetic during their product launches.

Additionally, Gorgias Convert chat campaigns like those used by Manduka, which highlight product guarantees, provide valuable pre-sales information that mimics the support of a physical store.

Related: Convert Campaigns playbook

The 3 don’t s of website optimization

There are pitfalls to avoid when optimizing your website for better user experiences. Keep the user journey simple and always provide options for human assistance like live email or voice. Below are three key mistakes to steer clear of.

1. Don't complicate the user journey

The user journey includes all interactions from browsing to the post-purchase experience, and automation should make this process seamless, not hinder it. Avoid adding unnecessary steps or making critical information hard to find, as this can disrupt the shopping experience and force customers to seek help when it isn't needed.

For instance, include a guest checkout option on the checkout page to simplify purchases, and ensure that links to your Help Center or Contact page are easily accessible in the top navigation. 

Watch out for these common elements that can confuse the user journey:

  • Complex navigation: A convoluted menu system can make it difficult for customers to find what they need.
  • Hidden support information: Essential details like shipping costs and return policies should be visible and easy to find.
  • Excessive pop-ups: Overloading pages with pop-ups can frustrate users.

2. Don't only provide automated support

Automation is valuable but don’t rely on it — it's still important to provide avenues for human assistance when needed. This includes support options like live chat, email, phone, and social media

The key is balance: make it easy for them to reach out to human support once they realize self-service options are insufficient. This might involve including contact options in a Help Center or contact page rather than displaying raw email addresses everywhere.

3. Don't forget to test regularly

Maintaining an optimized website requires data-driven testing and optimization. You can improve your website by following customer feedback and suggestions. Once changes have been applied, monitoring performance metrics and user behavior can ensure the user journey remains solid.

Metrics to track: 

  • Cart abandonment rate: A high abandonment rate may mean that your checkout process is too complex, causing shoppers to exit early.
  • Page load time: Slow-loading webpages negatively impact the customer experience. 
  • Bounce rate: Difficult navigation, slow loading times, or an unattractive layout are all factors that contribute to a high bounce rate. 
  • Conversion rate: Conversion rate indicates which areas of your website are performing well and which are not. Pay attention to conversion rate to prioritize areas for improvement, such as optimizing landing pages or adjusting the user journey.

Automate 30% of CX for exceptional customer experiences

July, a leading luggage brand, uses the power of Gorgias Automate to deliver unbeatable user experiences. With Automate, routine tasks typically handled by level 1 agents are accomplished automatically. Agents are then able to free up valuable resources to focus on more complex inquiries.

Ready to elevate your CX game? Book a demo today and unlock the full potential of automation for your business.

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10 min read.

6 Ways to Increase Conversions by 6%+ With Onsite Campaigns

Find out how successful brands are using Gorgias Convert to create onsite campaigns that boost conversions by 6%+.
By Tina Donati
0 min read . By Tina Donati

TL;DR:

  • Create personalized onsite campaigns to enhance the shopping experience.
  • Activate exit-intent campaigns to reduce cart abandonment.
  • Implement upselling strategies to increase average order values.
  • Offer product education to boost customer confidence and purchases.

At this point, you’re already well aware that CX is now proving itself to be an invaluable acquisition tool — not just a retention lever.

But to drive the hammer home, we looked into our database to see how CX-focused strategies like onsite campaigns enhance the customer journey and drive substantial increases in sales and conversion rates, specifically with Gorgias Convert.

Using these well-curated campaigns, businesses like Manduka have witnessed a remarkable increase in revenue — approximately $130,000. 

We’ll show you how you can achieve similar results and why it’s a crucial marketing strategy — just as important as paid and email marketing.

Marketing strategies diagram

         

Ways to use onsite campaigns for sales without disrupting the shopping experience

Gorgias Convert is an onsite revenue generation tool that helps ecommerce brands boost their conversions by over 6% — and it isn’t your typical intrusive pop-up. This feature seamlessly integrates with your website, recommending products to shoppers in a subtle but still captivating way.

Targeting customer segments based on their browsing behaviors, Convert makes timely and relevant suggestions via chat.

Here are a few ways you can use it:

Create fluid shopping experiences that reduce acquisition costs

Imagine this: someone clicks on your social media ad for acne removal solutions, lands on your site, and isn’t just greeted with a standard product page but accompanied by a personalized message that offers valuable product education.

In fact, Gorgias users see that we typically generate $20 for every $1 spent. So think of onsite campaigns as a way to make your ad dollars work harder with a more personalized experience by:

  • Mirroring the language and tone of your ads within your onsite campaigns creates a familiar and comforting environment for your visitors. 
  • Populating welcome campaigns that kick in when a shopper lands on your site so that every new customer engagement starts with meaningful dialogue geared toward turning curiosity into sales.

Here’s a fun example from TUSHY, the modern bidet company. 

When customers visit a bidet page, they receive a message from TUSHY’s support team, letting them know about their toilet compatibility page to help them select the right bidet:

TUSHY

         

Personalize cross-sell and upsell messages on specific product pages

Here’s something many brands get wrong about ecommerce upselling: It’s not about pushing the most expensive items; it’s about showing customers the value of an upgrade that’s complementary to the problems they’re already trying to solve.

As your customers shop, Gorgias Convert suggests complementary items. It’s like when you’re in a store and an associate suggests a tie to match the shirt you’re buying.

Manduka uses these campaigns brilliantly. Targeting shoppers nearing the free shipping threshold, they suggest just the right little extras to tip the scales. 

Manduka

         

This makes it quick and easy for customers to top up their orders with relevant products.

The results? 

  • Total Campaign revenue: $11,788.91
  • Impressions: 37,586
  • Mobile Clicks Conversion Rate: 19.65%
  • Desktop Clicks Conversion Rate: 12.06%

Jessica Botello, the Customer Service Manager at Manduka, explains why this campaign works so well: 

“People want free shipping. So if they've already got over $75 worth in their cart, they're almost there. Then we pop up and suggest: check out these items. It’s a curated list of the easy little add-ons that you'll need anyway for your yoga practice, but will also take you over the free shipping threshold,” she explains. “What's really helpful is that it pops up, rather than the customer having to go through the menu and look for things.” 

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Winback browsers with exit-intent campaigns

You’ve likely tried exit-intent pop-ups before. You know, those pop-ups that trigger when a customer indicates they’re about to abandon their cart or browsing session. 

As more brands adopt these pop-ups, customers are becoming more accustomed to them. But what’s less obtrusive is a personalized message directly from your team.

There are many ways you can grab your customers' attention with these messages. Maybe it's offering a little nudge with a timely discount, waiving that shipping fee, or answering a last-minute question they had about the product.

Here, let’s look at two examples of how effective these campaigns can be.

Manduka’s exit-intent messages

Manduka uses these exit-intent messages to offer $20 on orders over $100 (a strategic way to not only reduce cart abandonment but also increase AOV and email subscribers simultaneously.) 

Manduka

         

By engaging visitors with personalized, timely messages right when they’re about to leave, Gorgias Convert helps transform potential bounces into real conversions.

You can read more about how Manduka set up these campaigns with Gorgias Convert here.

Glamnetic’s approach

Glamnetic has had particular success with an exit intent campaign offering a discount for new customers, new product promotions, and educational campaigns. 

Its most successful campaign offers a sweet 15% discount and boasts an on-ticket conversion rate of 18.39%. 

Glamnetic

         

Here’s how it works:

  • Using Gorgias Convert, Glamnetic detects when the mouse hovers near the top of the browser, a telltale sign of an impending exit.
  • The same 15% discount available through newsletter or SMS sign-ups is now presented via live chat. It’s straightforward, no strings attached. 
  • The campaign targets visitors who’ve been to the site three times or fewer and linger for at least 15 seconds. This specificity ensures the message is relevant and timely.

You can peek at the campaign setup below. It runs 24/7, ready at any moment to engage: 

Glamnetic

         

Strategically highlight new product launches

Countless new products pop up every day; consumers are bombarded with options. The challenge for brands is to launch new products in a visible and desirable way. 

As you’re well aware, that’s tougher than it sounds amidst all the noise consumers already experience daily.

This is where Gorgias Convert stands out and is different from the other pop-up tools.

Unlike your latest TikTok and Instagram ads, these onsite campaigns feel genuine because a friendly support agent makes the recommendation without disrupting the shopping experience.

For example, when Glamnetic unveiled its vibrant Rainbow collection in May 2023, the team deployed targeted, visually appealing onsite campaigns that immediately drew visitors’ eyes to the new products.

Directly on the homepage, visitors were greeted with eye-catching product images from live chat, featuring a seamless and effortless option to add new items to their cart.

Glamnetic

         

Mia, Head of Customer Experience at Glamnetic, shares the strategy behind the success: “The aim was to elevate the visibility of new releases without requiring customers to hunt for them. Our onsite campaigns proactively present our latest products through compelling visuals and straightforward navigation, simplifying the decision-making process for the buyer.”

That’s why Glamnetic prominently placed top-selling items in the product carousel, directly in the live chat box. The products were impossible to ignore, leading to a 49% sales increase for featured items.

Help customers be successful with product education

Product education is a powerful sales and retention tactic. By building trust with customers right away, they’ll feel more confident purchasing your products because they know they will use them successfully. 

Manduka uses onsite campaigns to educate potential customers. Triggered when visitors spend more than 15 seconds on the yoga props page, the campaigns guide customers through their yoga journey and help them choose the perfect props for their practice.

Manduka

         

Jessica Botello, Customer Service Manager at Manduka, highlights the campaign's impact: 

“This yoga props blog suggestion campaign is really great because we have several options, and that can feel confusing to someone who doesn’t know which one to get because they are new to yoga and aren't familiar with which props would benefit them. The blog explains in more detail how to use the different props in your yoga practice, and the different benefits of a round bolster vs a rectangular bolster. So it helps people go ahead and choose the right product for them.”

In other words, simply explaining the nuances between choices like a round versus a rectangular bolster helped customers feel more confident about the products they purchased. 

And the proof is in the pudding. Between April–August 2023, this campaign achieved the following:

  • Total Campaign revenue: $3,851.73
  • Impressions: 6,310
  • Clicks Conversion Rate: 11.5%

By proactively addressing potential questions and concerns, Manduka enhances the shopping experience, leading to higher satisfaction and fewer post-purchase issues.

Promote sales with holiday campaigns 

Holidays aren't just for festivities — they're prime opportunities for brands to connect with customers in fun, thematic ways. 

Take TUSHY, for example. To celebrate US Independence Day, TUSHY ran a cheekily-themed on-site campaign called "USofSPRAY," offering a patriotic 25% off all bidets.

Yes, you read that right — cleaning your bum has never been more patriotic!

TUSHY

         

Why it works: TUSHY’s approach to holiday promotions is smart and spirited. By aligning their campaign with a major holiday, they tapped into the celebratory mood of their customers, making it not just about a discount but about being part of a nationwide celebration. This not only makes the promotion more memorable but also more engaging.

The USofSPRAY campaign not only captured attention but also captured significant sales:

  • Influence on store revenue: A staggering 47.9% of the store's revenue during this period was influenced by the campaign.
  • Click-through rate (CTR): The campaign achieved a healthy 3.5% CTR, indicating strong interest and engagement.
  • Impressions: It racked up 65,000 impressions, spreading the word far and wide about the benefits of a cleaner, fresher bathroom experience.
  • Conversion rate: Impressively, 76% of customers who engaged with the campaign went on to make a purchase.

4 tips to create a well-thought-out onsite campaign

Investing time in well-thought-out onsite campaigns can significantly amplify your marketing efforts, driving a notable increase in conversion rates and better capturing paid traffic. 

Here’s how you can design campaigns that catch the eye and convert browsers into buyers.

Segment, segment, segment

The more targeted your campaign, the better your results — plain and simple.

By segmenting your audience based on specific criteria, such as the amount spent with your brand or past products purchased, you can tailor your messages to match the unique interests and buying habits of different customer groups. 

Note: Gorgias is deeply integrated with platforms like Shopify, so it’s easy to leverage shopper data to create highly personalized onsite campaigns that resonate with your audience. 

Identify your triggers to personalize messages

Set up your campaigns to activate based on specific behaviors, such as browsing certain products, adding items to the cart, or showing signs of exit intent. You can also use more niche triggers, like:

  • Total value of shopping cart
  • Products in cart
  • Time spent on a page
  • Number of visits
  • Total spent in the past
  • VIP status

For instance, by setting up a trigger for VIP customers, you can send campaigns to those high-value shoppers, like exclusive discounts or personalized style recommendations based on past purchases.

A/B test your campaigns

One of the most powerful tools in your marketing arsenal is A/B testing. By systematically testing messaging, design, or offer variations, you can uncover what resonates most with your audience and refine your strategies accordingly.

TUSHY provides a prime example of A/B testing done right. They conducted an experiment where:

  • Group A: 50% of visitors experienced the full suite of targeted on-site campaigns without any discount codes, focusing instead on providing personalized guidance for choosing the right bidet.
  • Group B: The other 50% did not receive any targeted campaigns during their visit.

The results were telling:

  • Conversion rate lift: Group A saw a 9.6% higher conversion rate than Group B.
  • Sales uplift: Additionally, sales increased by 14% compared to those not exposed to the campaigns.

This test highlights the effectiveness of providing personalized support over just using discounts and how A/B testing your offers and messaging — even for one week — helps you understand what makes your customers tick.

Keep track of your success in a detailed dashboard

Effective campaign management isn't just about launching strategies; it’s also about understanding their impact

With Gorgias Convert, every campaign you run is tracked in detail through the Campaigns Statistics dashboard. This gives marketers a granular view of performance across different time frames and campaign specifics.

Some specific features you can expect are

  • Revenue tracking: See at a glance the total revenue generated by each campaign. This allows you to evaluate the financial impact of your campaigns and prioritize those that deliver the best return on investment.
  • Engagement metrics: Monitor key metrics like impressions and click-through rates to assess how well your campaigns are engaging potential customers. This data is crucial for understanding which elements of your campaigns are capturing attention and which may need tweaking.
  • Conversion details: Dive deep into the data to see which campaigns are converting browsers into buyers. A list of converted tickets or interactions can highlight successful tactics and offer insights into customer behavior.

In addition to tracking basic metrics, the dashboard also provides insights into more nuanced aspects of campaign performance, such as engagement trends over time or the effectiveness of specific call-to-action placements.

Check out an overview of the Campaign Statistics page in the image below. 

Gorgias Campaign statistics

         

Start investing in onsite marketing

Onsite campaigns stand as pillars in digital marketing, carrying immense potential to captivate and convert visitors into loyal customers. Through them, you can get directly in front of your customers and showcase products or services – but in their capacity to tailor experiences, foster engagement, and ultimately drive conversions. 

Gorgias Convert's innovative approach makes revenue generation easy through onsite campaigns - you will find that you’re increasing your ecommerce revenue quickly and cost-effectively. By leveraging this tool, you can navigate the digital landscape with confidence whether you’re in CX or Marketing. 

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12 min read.
Create powerful self-service resources
Capture support-generated revenue
Automate repetitive tasks
Create powerful self-service resources
Capture support-generated revenue
Automate repetitive tasks

Further reading

Offer More Self-Serve Options with Flows: 10 Use Cases & Best Practices

By Christelle Agustin
9 min read.
0 min read . By Christelle Agustin

Unfortunately, many shoppers struggle to find the information they need while shopping online, even when self-service portals should be standard, according to 88% of consumers.

At Gorgias, we focus on simplifying customer experiences with AI and automation tools. Our automation tool, Flows, is a self-service feature that delivers shoppers instant answers throughout the entire buying journey, whether it’s to find the right size or track an order.

Keep reading, and we’ll show you how to leverage self-service options at every customer touchpoint using Flows. We’ll start with 10 Flows examples from ecommerce brands, show you how to do it yourself on Gorgias, and then put all the learnings together with some best practices.

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What are Flows? 

Flows are designed to initiate simple interactions that quickly guide shoppers to the information or actions they need. They minimize website bounce rates and enhance automation rates for ecommerce customer support teams.

Flows enhance your website's chat by automating interactions with customers. They provide an immediate automated response with just one click or guide customers through a branching path that caters to their specific needs. This path could include multiple-choice questions or even prompt customers to log in and select an order.

Effective ways to use Flows:

  • Sizing guide
  • Returns and exchanges portal
  • Warranty claim handler
  • Free shipping checker
  • And more

Read more: The types of Flow steps

10 powerful use cases for Flows

Flows are so versatile that they can be used for every type of shopping experience, whether a shopper has just discovered you or they’re already a dedicated brand advocate.

We’ll go through 10 use cases that could benefit from a Flow, show you how real ecommerce brands use them, and how you can make them yourself with Gorgias Automate.

1. Answer shipping policy inquiries

Provide instant answers to customers' shipping inquiries with an easy-to-access shipping policy Flow directly on your website. This Flow efficiently resolves questions about shipping times and fees, helping customers quickly go from browsing to buying.

Nomad states their shipping policy in a Flow that conveniently answers processing time, shipping time, and shipping rates:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a shipping policy Flow might look like:

Shipping policy Flow builder
If your shipping policies vary by region, include options that reflect those regions.

2. Automate returns & exchanges 

If a customer isn’t satisfied with your product, don’t make it harder for them to return it.  A returns Flow not only clarifies your return policy to motivate a customer who's on the fence but also connects them directly to the right process to start a return or exchange. All they have to do is enter their order number and email, and they’re done.

No handling it on the agent side and waiting from the customer end.

Try out bag brand CALPAK’s returns Flow in the tour below:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a return and exchange Flow might look like:

Return and exchange policy on Gorgias
If returns policies vary for international locations, include an option for international customers to select in the Flow.

3. Recommend products to browsing customers

A product-matching quiz can solve decision fatigue if shoppers are faced with multiple versions of a product — like a supplement for different concerns, beverage flavors, or makeup for different skin tones. 

Sol de Janeiro, the fast-growing body care brand, boasts shower gels, body creams, and fragrances of different scents and colors. To prevent customers from feeling overwhelmed, Sol de Janeiro offers product-matching quizzes.

For example, their What body cream is right for me? quiz asks customers about their main skin concern. If a customer’s concern is smooth skin, they’ll recommend a body cream supporting skin elasticity. If the concern is firmer-looking skin, they recommend a cream rich in antioxidants.

Here’s what the Flow looks like on Sol de Janeiro’s website:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a simple product recommendation Flow might look like:

Product recommendation template on Gorgias
A product recommendation flow can consist of one or multiple questions.

4. Manage subscriptions in a few clicks

Seventy-four percent of customers forget they’re paying for a subscription, based on C+R Research. Keep customer relationships honest and show customers that they have full control over their memberships, whether they want to upgrade, downgrade, or cancel their subscription plans.

Even if you have a customer portal for managing subscriptions, not all customers will look for it on their own. A Flow can bridge this gap by guiding customers directly to the portal while significantly reducing the volume of subscription-related tickets in your inbox.

Online vet care service Dutch lays it all out with a subscription management Flow, providing customers with straightforward instructions: 

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a subscription management Flow might look like:

Subscription management template on Gorgias
The subscription management Flow template provides information about changing subscription frequency, products, delivery details, payment information, and cancellation.

5. Display your warranty policy

Big ticket purchases need extra support in case of defective parts. Tell customers you’ve got their back by displaying your warranty policy upfront. You’ll ease their concerns and earn their loyalty knowing their premium buy is protected.

Bidet brand TUSHY sells premium bidets. To provide similarly premium customer experiences, they have a 12-month guarantee on equipment and parts. They present their warranty policy Flow on their website:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a warranty policy Flow might look like:

Warranty policy on the Flow builder

6. Notify customers about product restocks

“Sold Out” or “Out of Stock” aren’t the nicest words to see on a product page, especially if you’re a repeat customer ready to buy your favorite product. To keep customers in the loop, create a Flow that lets them know the status of your products.

For the baby stroller brand Zoe, popular products sell out quickly. To efficiently manage customer inquiries, they created a When are you expecting a restock? Flow. It informs customers about product availability and also encourages them to leave their email address or SMS number. This ensures they can purchase a stroller as soon as it's back in stock and allows Zoe to connect with them for future marketing efforts.

Do it yourself on Gorgias

Here's what a restock notification Flow might look like:

Restock flow in the flow builder
A restock flow can contain as few as three steps.

7. Troubleshoot an order

Products may require additional assistance depending on their usage. These can be products like electronics, apparel, and furniture. If customers are asking the same troubleshooting question, it would be best to add a troubleshooting Flow.

Check out how CAKES handles product issues with a simple Troubleshoot Flow:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a troubleshooting Flow might look like:

8. Welcome new customers

Nothing beats a warm welcome, especially for new customers who are just starting their journey with your brand. A welcome Flow is essential for engaging these newcomers right from the start. It provides them with crucial product education and relevant information, setting the tone for a supportive customer relationship. 

Take a look at how Crunch Labs, STEM building kits for kids, assists customers with a welcome Flow:

Do it yourself on Gorgias

Here's what a welcome Flow might look like:

Welcome flow
A welcome flow can address multiple FAQs within one flow.

9. Ensure perfect product matches with a sizing guide

Apparel brands face frequent sizing inquiries that can lead to returns. A sizing guide Flow provides clear, self-service information upfront, reducing sizing issues. This Flow acts as a self-service tool that customers can use to find their correct size before purchasing. 

Here’s how gender-inclusive apparel brand Both& guides customers to the right size:

Do it yourself on Gorgias

Gorgias has a templated Flow to get you started. Here's what a sizing guide Flow might look like:

Sizing guide flow

10. Answer pre-sales questions

Unanswered pre-sales questions can deter purchases. A pre-sales question Flow delivers immediate, thorough answers, leads to a boost in customer confidence, and reduces post-purchase dissatisfaction.

Organic soap brand Dr. Bronner’s provides shelf life information for all their products with a Flow:

Do it yourself on Gorgias

Here's what a pre-sales question Flow might look like:

Pre-sales flow
Pre-sales questions aim to alleviate customer concerns before they decide to buy your product.

Keep these Flows best practices in mind

Stick to 1-step Flows to maximize automation potential 

Single-step Flows are the most engaging Flows because there’s no opportunity for shoppers to drop off. Single-step Flows can link out to additional resources, like a Help Center article or a returns and subscription portal through tools like Loop Returns or Recharge. 

💡 Pro Tip: Keep Flows to a maximum of five steps. Any more and you're likely to lose customers’ attention.

Include shipping and returns policies in your Flows

Online stores’ top-performing Flows are almost always about shipping and return policies. Make sure to anticipate customer questions by creating a Flow for each policy, succinctly answering questions like:

Shipping Policy:

  • How long does shipping take?
  • How much does shipping cost?
  • Where do you ship?
  • Where is my order? (with a link to Order Management tracking if possible)

Return Policy:

  • What is the return window?
  • Cost of return shipping
  • Condition item(s) must be in
  • How do I initiate a return? (with a link to the Return Portal if possible)

Create Flows for each language

Flows will not appear for shoppers unless the language of the Flow matches the language of the shopper's browser — including regional languages. 

If a Flow is only in English (UK), it will not show up for American shoppers whose browsers are in English (US).

If you sell internationally, we highly recommend adding all possible languages to Flows, including regional languages.

Note: Gorgias Chat supports 15 languages, including English (US and UK), French (France and Canada), Spanish, Danish, Swedish, Italian, Dutch, German, Norwegian, Czech, Brazilian Portuguese, Japanese, and Finnish.

Read more: Multi-language support for Chat

Link to other self-service tools (like Loop, Recharge, Help Center, etc.)

Flows often automate interactions when they send customers to another page (like a Recharge login page or a Loop portal, or even sometimes a Help Center article). 

If a customer’s inquiry could be solved with one of these tools, include a link to the right page in the Flow’s automated answer.

Automate engagement with Gorgias Automate

Join brands like Shinesty that use Gorgias Automate to transform their customer experience. By using Flows, Quick Responses, Order Management, Article Recommendations, AI Autoresponders, and AI Agent, Shinesty has been able to automate over 50% of their customer tickets. 

Book a demo now and be a part of the 15,000+ ecommerce brands using Gorgias to transform their customer experiences.

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Customer experience insights 2023

Ecommerce Customer Experience in 2023: Insights & What’s Next in 2024

By Christelle Agustin
8 min read.
0 min read . By Christelle Agustin

TL;DR: 

  • Shipping status, refunds, and damaged orders were the top customer concerns of 2023
  • The average first response time was 7.6 hours, a resolution time of 18.6 hours, and a CSAT score of 4.5/5
  • On average, 15% of interactions were resolved with automation
  • Experts predict that 2024 will focus on strategic planning, optimized AI use, more real-time communication, and amplifying the voice of CX within companies

This year, we witnessed customer service teams from 16,140 brands support over 77 million shoppers and millions of tickets with Gorgias. 

As we turn to a new chapter, we want to spotlight how six of the top-performing industries delivered customer service in 2023. 

From food to fashion, we’ll see how quickly agents answered questions, then discover what customers were asking, and learn from experts about what customer experience trends to expect in the new year.

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Support teams resolved tickets in 2.5 business days

Step into the ecommerce world, where you’ll find a vibrant population of merchants, each with their own niche and groups of loyal customers. Together, they generated $1.45 billion in revenue in 2023. 

Of course, this would not have been possible without the grit of customer service teams and their dedication to customer satisfaction. 

Support teams across 20 industries answered customer inquiries within one business day and solved them in two and a half, resulting in very satisfied shoppers. Impressively, 15% of interactions were fully automated and resolved on average.

Here are the average industry support stats:

  • First response time: 7.6 hours
  • Resolution time: 18.6 hours
  • CSAT score: 4.5/5
Average support performance across 20 industries in 2023
 

From food to fashion: a cross-industry glance at support statistics

The most popular ecommerce industries — Apparel and Fashion, Health, Wellness, and Fitness, Cosmetics, Food and Beverage, Consumer Goods, and Luxury Goods and Jewelry — were the top performers. 

Using exclusive Gorgias data, we’ll look at how support teams from these industries handled tickets. Then, we’ll gain expert insight into the ecommerce experience in 2023, and how experts predict it will change in the coming year.

Apparel and Fashion strutted with a 4.5/5 CSAT score

Our first stop is the bustling market of Apparel and Fashion. We’re all familiar with how tricky online clothes shopping can be. Most likely due to issues with sizing and style, support teams mainly dealt with inquiries about:

  • Shipping status
  • Returns
  • Refunds

Yet, despite receiving the highest number of customer tickets among the six industries, Apparel and Fashion brands kept customers happy. They responded within one business day and resolved issues within two, with 15% of interactions being resolved with automation.

Here are their stats compared to the overall industry average:

  • First response time: 8 hours (+0.4 hours)
  • Resolution time: 17 hours (-1.6 hours)
  • CSAT score: 4.5/5
Apparel & Fashion response and resolution times
According to Loop, over 50% of their merchants now charge for certain returns, including fees for exchanges and returns for store credit. This change aligns with consumer preferences, as their report shows 70% of shoppers are willing to pay for premium, convenient experiences, a trend already embraced by half of these customers.

Cancellations and returns were Health, Wellness, and Fitness’ biggest hurdles

The next stop on our tour is the thriving Health, Wellness, and Fitness industry.

Unfortunately, brands in this sector had a challenging year keeping up with unpleasant tickets about:

  • Shipping status
  • Subscription cancellations
  • Refunds

Perhaps support teams could have automated more than 15% of interactions to handle these repetitive tickets better. But despite their slower-than-average first response time, customers were still pleased with the support experience:

  • First response time: 9 hours (+1.4 hours)
  • Resolution time: 18.3 hours (-0.3 hours)
  • CSAT score: 4.5/5
Health, Wellness & Fitness response and resolution times

Expert Insights: Amanda Kwasniewicz, the VP of Customer Experience at women’s wellness brand Love Wellness, highlights that personalized customer service has been a key trend of 2023. She’s observed that customers now expect to receive personal recommendations during their shopping journeys.

Cosmetics enhanced support with 18% automation

Now, take a peek at the fast-growing Cosmetics industry, and you’ll see how eager customers were to check out the hype around both small businesses and celebrity brands.

Given the boom of influencer marketing for these highly personal products, customers often inquired about:

  • Shipping status
  • Feedback
  • Damaged orders

To solve these tickets, support teams automated 18% of interactions and attained faster times than average:

  • First response time: 7 hours (-0.6 hours)
  • Resolution time: 15.8 hours (-2.8 hours)
  • CSAT score: 4.5/5
Cosmetics response and resolution times

Food and Beverage served it fresh with a 5-hour first response time

Getting hungry? This year, the growing appetite for Food and Beverage in the ecommerce world was unmistakable. Beef jerky or freshly squeezed fruit juice, customers savored their snacks. But it also didn’t stop them from being tough critics. 

The main issues raised to Food and Beverage support teams revolved around: 

  • Shipping status
  • Feedback
  • Damaged products

Luckily, they cut down their first response time by automating 15% of interactions — nearly three hours faster than average:

  • First response time: 5 hours (-2.6 hours)
  • Resolution time: 17.2 hours (-1.4 hours)
  • CSAT score: 4.5/5

Expert insights: Zoe Kahn, former Manager of CX & Retention at Chomps and now Owner of Inevitable Agency, saw inventory issues as a major challenge of 2023. The complexity of inventory logistics is difficult for consumers to understand, leading to higher outreach from customers wondering when items would be back in stock. "Quieting those concerns is really difficult," Zoe notes. However, after witnessing inventory issues over the last few years, Zoe realized that "it's inevitable that inventory problems will happen because of how challenging the logistics of selling a product are."

Food & Beverage response and resolution times

Consumer Goods has CSAT down pat with a 4.6/5

There’s a lot to explore in the all-encompassing Consumer Goods industry. You’ll find brands that sell everything from sustainable water bottles and furniture to everything else in between, like dog toys and mystery subscription boxes.

While Consumer Goods brands only automated 14% of interactions, their resolution time was two hours faster than the industry average, resulting in the happiest customers among the six industries:

  • First response time: 8 hours (+0.4 hours)
  • Resolution time: 16.4 hours (-2.2 hours)
  • CSAT score: 4.6/5 (+0.6)
Consumer Goods response and resolution times

The top tickets Consumer Goods brands received were about:

  • Shipping status
  • Damaged orders
  • Customer feedback

Expert Insights: Ren Fuller-Wasserman, the Director of Experience at TUSHY, notes that the impact of the macroeconomic climate was among the top challenges faced in 2023. “As there's talk of recession and inflation, people are really looking for products that provide added value,” she says.

Our partner Okendo, a growth marketing platform that has worked with well-known brands like SKIMS and Rhode, notes that tech stack consolidation has been the top priority in 2023. They saw that merchants who used a multifaceted product with app integrations resulted in a 15x return on investment

Luxury Goods and Jewelry polished interactions with 28% automation

Our final stop is at the small gem of an industry, Luxury Goods and Jewelry. Making sure their pricey wares arrived to customers safely was the top priority. That’s why the top questions support teams received were in regard to:

  • Shipping status
  • Discount requests
  • Damaged orders

Out of all the industries, Luxury Goods and Jewelry brands automated the most interactions at 28%, which certainly helped to shorten response and resolution times:

  • First response time: 6 hours (-1.6 hours)
  • Resolution time: 17.1 hours (-1.5 hours)
  • CSAT score: 4.4/5 (-0.1)
Luxury Goods & Jewelry response and resolution times

Expert Insights: Caela Castillo, Director of CX at Jaxxon, advises preparing early for BFCM but being flexible to change. She notes, “Sometimes you need a different perspective,” acknowledging that agents are valuable resources to gain customer insights, especially when it comes to planning new customer service strategies.

How to prepare for ecommerce in 2024 (according to experts)

It’s been a fruitful year of expediting the traditionally slow support process. However, with greater strides made in AI technology, ecommerce has only scratched the surface of providing accelerated service. 

We interviewed ecommerce experts who saw the rise and fall of trends in 2023 and are ready to use their learnings to make the new year better. 

Here are the top four actions ecommerce companies should take in 2024. 

1) Identify business goals to adapt to new tech

We’re constantly fed an endless stream of new technology, which can be a distraction to business goals. That’s why the CTO of ecommerce agency Novatize, Pierre-Olivier Brassard, highly recommends planning a robust strategy first. Clear business goals will help teams pick the best tools — not the other way around.

2) Maximize the use of AI to streamline support

Customer service management platform TalentPop saw AI as the top CX trend of 2023. They foresee late adopters using AI next year, while early adopters will focus on optimization. To get ahead of the game, TalentPop recommends that support teams research all AI options since CX will only become more saturated with AI tools.

Brandon Amoroso, Founder & President at Electriq and Co-founder at SCALIS observed similar trends. In 2023, many CX teams implemented more self-service options for customers. Going into 2024, Brandon notes that a “continual integration of AI into the entire customer experience” is likely.

3) Offer real-time communication options

As social shopping gains traction, marketing platform Yotpo predicts customers are going to look for more real-time communication with brands. In fact, HubSpot reports a 45% year-over-year surge in using social media DMs for customer service. Therefore, using tools that enable interactions through DMs or text, like Yotpo SMS, will be a crucial strategy in the upcoming year.

4) Amplify the voice of the customer

Amanda Kwasniewicz, VP of Customer Experience at Love Wellness, advises CX leaders to ensure their contributions are recognized. Kwasniewicz notes that support teams often know the business better than any other department. "Beat the CX drum loudly. If you're not in the room, find a way in the room," she stresses.

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How to Prime Your Website to Automate CX

By Christelle Agustin
10 min read.
0 min read . By Christelle Agustin

TL;DR:

  • Automating customer experience (CX) can save costs, reduce agent burnout, and increase customer satisfaction
  • A good website user experience consists of fast load times, informative product pages, mobile optimization, and guest checkout
  • Automate CX by using automated chat, replacing email links with contact forms, updating your help center, and deploying onsite campaigns
  • Do not overcomplicate the user journey by only providing automatic support — route back to human agents

Nowhere is the customer experience more important than on your website. CX is so much more than post-purchase troubleshooting. CX that grows your brand makes the entire buying journey as effortless as possible, from the first ad to the 10th item purchased.

Your website isn’t only the marketing team’s domain. Your support team’s input is crucial to ensure customers can find all the answers they need without waiting around.

With a better website experience for your customers, you enable more sales and reduce the repetitive inquiries for your agents.

Here are some tips to enrich your website with CX automations that will delight your customers and your team.

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Why automating CX is essential

With 63% of consumers expecting service agents to know their unique needs and preferences, your efforts should be focused on improving support speed and responsiveness — and that starts with automation. 

Here are the five benefits of automating your customer experience:

  1. Cost efficient: Automating routine questions cuts down the cost of human labor, redirecting resources to more impactful areas of customer service.
  2. Reduced workload for agents: Your support team can focus on more complex issues instead of spending time on questions that can be answered with automated replies.
  3. Increased customer satisfaction: Automation provides fast answers, keeping the shopping experience uninterrupted.
  4. Enhanced navigation and user experience (UX): A website optimized for automation is easier to navigate and shop from, and reduces cart abandonment rates.
  5. Prevents support overload: Automation helps your agents from lessening their touchpoints with customers where it’s not needed, allowing customers to feel in control of their own journeys.

How website UX and CX work together

If done correctly, your website's UX should be so intuitive and smooth that shoppers barely notice it. For ecommerce stores, a well-thought-out website UX consists of everything from a logical menu to a straightforward checkout flow. 

Below, pay attention to the following website elements as they directly influence the buying journey and can impact customer satisfaction.

Informative product pages

Engaging and detailed product descriptions add substantial value by influencing buying decisions and simplifying the shopping experience.

Take a look at how Good Protein keeps descriptions engaging but short in three bullet points, includes social proof by displaying customer ratings, and provides flavor, size, and subscription options in one section:

Good Protein
Good Protein provides all important product information upfront.

Mobile optimization

According to Airship’s 11,000-respondent survey, 76% of shoppers shop through retailers’ mobile websites. With a significant portion of online sales coming from smartphones, it’s best to test your website on mobile devices. If users can’t complete a purchase through mobile, you lose out on a large fraction of sales.

Minimized distractions

Reducing distractions like unnecessary pop-ups and banners keeps the shopper focused on the main goal of conversion. Streamlining content to spotlight key campaigns or product launches can dramatically improve conversion rates.

Quick page load times

Fast-loading pages are crucial for keeping potential customers engaged. Delays can significantly deter shoppers, as studies show that even a one-second delay in page loading can reduce conversions by 7%.

Check out Google’s PageSpeed Insights to assess your website's performance.

Streamlined checkout process

Simplifying the checkout process and providing multiple payment options, such as guest checkout, removes common barriers to conversion by offering a convenient purchasing process.

Swimwear brand TRIANGL makes shopping easy and fast by adding a Quick Buy button to every product:

TRIANGL makes it easy for shoppers to buy products without making an account.

‎Exceptional customer support

Tools like live chat or help centers provide a portal through fast support. AI-powered support tools like Gorgias Automate combine automated responses with the option for human interaction, ensuring customer inquiries are addressed promptly.

This integration of website UX with automated customer experience strategies creates a more efficient, enjoyable, and productive shopping environment that exceeds customer expectations.

Related: Stop Marketing, Start Converting playbook

Implement these 5 strategies to prep your website for automation

Keeping your customer support options visible is the key to prepping your website for automation. 

Follow these five methods to provide easily accessible support routes, simplify communication, and help customers quickly find the information they need. 

1. Keep chat active 24/7

When you hear “chat,” you may think about not having enough bandwidth to offer live chat all the time. Well, that’s just a common chat myth

In fact, chat doesn’t require agents to operate 24/7. You can configure live chat to only be active during your busiest hours or even deactivate it altogether and replace it with automated FAQs to keep customer questions answered throughout the day. 

Here’s how ALOHAS keeps their chat running using Gorgias Automate’s Quick Responses:

ALOHAS uses Quick Responses to answer questions about shipping policy

‎Beyond automating common questions, chat can also accomplish other support-related tasks:

  • Email Capture: When live agents aren’t available, automation can ask for customer emails so that their inquiries can be routed to your support inbox.
  • Article Recommendations: Chat questions can be scanned and matched with the most relevant article, reducing the need to talk to an agent.
  • Order Management: Automate WISMO requests with an order management portal right in chat. Customers can track, return, cancel, or report an issue on their own without waiting for an agent to do it for them.

Don’t forget that chat is one of the most visible components on your website. Make sure the chat dialog can be minimized and hidden to avoid disrupting the shopping journey.

2. Replace email with structured contact forms

Leaving your customer support email on your contact page is the equivalent of leaving plain URLs on your website — it’s disorganized and can attract spam like no other channel.

Contact forms are far superior to email links because they collect all necessary information (like issue type and contact information). This helps agents provide resolutions as efficiently as possible because tickets are already structured and include the necessary details.

For example, Gorgias Chat includes Offline Capture to collect customer inquiries while agents are offline. Gorgias Helpdesk then uses the structured information to detect customer intent, making interactions easier to manage.

CALPAK uses email capture on Gorgias
CALPAK enables email capture so that chat inquiries can be handled even when live chat is offline.

3. Display your Help Center and contact form prominently

Make your Help Center visible no matter which page shoppers are on. Displaying important customer support resources like this in your website's header, footer, and various emails like marketing messages and order confirmations allows customers to self-serve, without having to contact a live agent.

With Gorgias, you can use one-page Help Centers to create a seamless experience from one page to another on your online store. This setup allows customers to quickly find the answers they need, improving accessibility while reducing the demand on your team.

Here’s what clothing brand Princess Polly’s one-page Help Center looks like:

Princess Polly keeps the user experience seamless by keeping the Help Center a part of their website, so customers can go back to shopping whenever.

4. Make sure your knowledge base is up-to-date and comprehensive

Updating your knowledge base, whether it's a Gorgias Help Center or another FAQ page, directly impacts the customer journey. Gorgias's AI Agent uses the Help Center as its primary source to autonomously handle over 30% of customer email inquiries, drawing on articles that cover necessary topics like shipping, orders, product information, and account management. 

To optimize your Help Center for AI, ensure your content is comprehensive and current, particularly in areas such as policies and product updates. All articles should be published, not saved as drafts, to be accessible to AI Agent. Regularly reviewing your articles encourages customer self-service and reduces reliance on agent assistance.

5. Maintain engagement with targeted campaigns

Targeted onsite campaigns on product pages educate customers and boost confidence, especially when tailored to your top-selling products. For instance, when items are out of stock, campaigns can redirect customers to similar products, as demonstrated by Glamnetic during their product launches.

Additionally, Gorgias Convert chat campaigns like those used by Manduka, which highlight product guarantees, provide valuable pre-sales information that mimics the support of a physical store.

Related: Convert Campaigns playbook

The 3 don’t s of website optimization

There are pitfalls to avoid when optimizing your website for better user experiences. Keep the user journey simple and always provide options for human assistance like live email or voice. Below are three key mistakes to steer clear of.

1. Don't complicate the user journey

The user journey includes all interactions from browsing to the post-purchase experience, and automation should make this process seamless, not hinder it. Avoid adding unnecessary steps or making critical information hard to find, as this can disrupt the shopping experience and force customers to seek help when it isn't needed.

For instance, include a guest checkout option on the checkout page to simplify purchases, and ensure that links to your Help Center or Contact page are easily accessible in the top navigation. 

Watch out for these common elements that can confuse the user journey:

  • Complex navigation: A convoluted menu system can make it difficult for customers to find what they need.
  • Hidden support information: Essential details like shipping costs and return policies should be visible and easy to find.
  • Excessive pop-ups: Overloading pages with pop-ups can frustrate users.

2. Don't only provide automated support

Automation is valuable but don’t rely on it — it's still important to provide avenues for human assistance when needed. This includes support options like live chat, email, phone, and social media

The key is balance: make it easy for them to reach out to human support once they realize self-service options are insufficient. This might involve including contact options in a Help Center or contact page rather than displaying raw email addresses everywhere.

3. Don't forget to test regularly

Maintaining an optimized website requires data-driven testing and optimization. You can improve your website by following customer feedback and suggestions. Once changes have been applied, monitoring performance metrics and user behavior can ensure the user journey remains solid.

Metrics to track: 

  • Cart abandonment rate: A high abandonment rate may mean that your checkout process is too complex, causing shoppers to exit early.
  • Page load time: Slow-loading webpages negatively impact the customer experience. 
  • Bounce rate: Difficult navigation, slow loading times, or an unattractive layout are all factors that contribute to a high bounce rate. 
  • Conversion rate: Conversion rate indicates which areas of your website are performing well and which are not. Pay attention to conversion rate to prioritize areas for improvement, such as optimizing landing pages or adjusting the user journey.

Automate 30% of CX for exceptional customer experiences

July, a leading luggage brand, uses the power of Gorgias Automate to deliver unbeatable user experiences. With Automate, routine tasks typically handled by level 1 agents are accomplished automatically. Agents are then able to free up valuable resources to focus on more complex inquiries.

Ready to elevate your CX game? Book a demo today and unlock the full potential of automation for your business.

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What Is A Help Desk

What Is a Helpdesk, Why You Need One, & Features To Look For

By Jordan Miller
20 min read.
0 min read . By Jordan Miller

We’ve all heard that customer experience is the new battleground for businesses. Between the rising costs of customer acquisition and the huge benefits of loyal customers, your ability to quickly satisfy customers is key to customer retention and long-term growth; this is what makes customer service so important.

Some small businesses manage customer service requests directly on whichever support channel customers use. But this approach doesn’t support growth because you’ll lose hours each week shuffling between email, Facebook, and Instagram (or wherever your customers contact you) and copy/pasting information between platforms. Plus, you won’t have access to time-saving automation features and highly requested self-service options — more on those below. 

In this article, we’ll explain the top benefits of using a helpdesk and provide tips to help you use this tool effectively to improve customer experience — which will help you retain more customers. Keep reading to find out why it pays to become part of the 58% of businesses that actively use a helpdesk.

What is a helpdesk?

A helpdesk is commonly known as a place where customers go to get answers to their questions. In the ecommerce world, businesses use helpdesk software to help their customers with issues and questions surrounding products and orders.

Helpdesk software tools allow teams to collaborate on managing, organizing, responding to, and reporting on customer requests (or tickets). This is particularly important since there are several key metrics to track relating to customer tickets, such as first response time (FRT), average resolution time, unresolved tickets, and customer satisfaction (among others). These metrics can help you better understand how your customer service team is performing and gives you solid data — versus relying solely on customer feedback. 

It’s important to note that not all helpdesks are created equal. Helpdesks are a broad category that can range from simple ticketing systems to all-in-one customer service platforms that offer help centers, self-service options, automation workflows, and robust reporting. Some helpdesks, like Gorgias, are built for specific industries — our helpdesk is for ecommerce merchants:

Types of helpdesks 

Helpdesk ticketing systems are crucial for simplifying service management. It becomes very chaotic to manage increasing support tickets as your business grows without a centralized helpdesk ticketing system in your ecommerce tech stack.

But a customer support team needs a very different type of helpdesk than an IT department. 

Here are the main categories of helpdesks:

Types of helpdesks: cloud-based, on-site, enterprise, open-source, internal IT helpdesks.

Digital or cloud-based helpdesks

Digital helpdesk providers host your helpdesk on their server and you pay them either a monthly or annual fee to use it. This option is ideal for small- and medium-sized businesses that don’t have an in-house IT team to build software from scratch. You avoid the hassle (and expense) of hosting and maintaining the helpdesk software yourself. 

If you’re looking for a way to provide better customer support, you’ll probably want this kind of helpdesk.

On-site helpdesks

This is the DIY option for helpdesks. Your company could purchase the software license for a helpdesk software tool and then host the software on your servers. The greatest benefit of this type of helpdesk is that you have complete control over data and security. That said, most cloud-based helpdesks are actually safer thanks to advanced security features.

As the world moves increasingly to the cloud, on-site helpdesks are fading into the past. Most organizations that keep on-site helpdesks are government offices or law firms that don’t trust external servers with sensitive data — and have IT infrastructure to protect the data themselves.

Enterprise or large organization helpdesks

Enterprise helpdesks can either be digital or on-site, but what distinguishes them from other types of helpdesks is that they are specifically built for large organizations. Usually, they are far more customized than an out-of-the-box solution and come with much more dedicated support (and higher pricing).

Unless you know you need enterprise software, this type of helpdesk is probably not for you.

Open-source helpdesks

An open-source helpdesk allows developers to freely access the source code without having to pay for proprietary software. This type of helpdesk is often free, but you’ll need an IT team to build and customize the software to suit your company’s needs. It’s also important to note that this type of helpdesk is more susceptible to customer data breaches and outages. Plus, open-source helpdesks don’t get the same level of dedicated support as an option you purchase.

Internal IT helpdesks

Some companies, usually larger enterprises like hospitals and universities, set up an internal IT helpdesk to help employees solve technical issues. Instead of conducting service management through email, an IT services team might set up a portal with self-service information (like troubleshooting guides) and an easy way to submit support requests to get extra help from an IT support member. 

Just like your customer support team, a helpdesk organizes support requests and saves time for the point of contact by collecting incoming requests and deflecting avoidable ones with self-service.

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Benefits of using helpdesk software

Above all else, helpdesk software helps you improve customer satisfaction and leads to more happy customers for your brand. Below, we’ll explore five of the most significant benefits of incorporating helpdesk software within your organization.

1) Better customer support helps your bottom line

Customer experience solutions have been proven to produce a 633% ROI increase over three years. Although helpdesks weren’t singled out in this Forrester study, the fact that they play a role in improving customer satisfaction means they also yield a positive ROI as part of the customer support function. 

As a reference point, the average merchant using Gorgias’s helpdesk sees about 5% higher revenue than before they used the tool.

If you want to learn more about the impact of helpdesks on your revenue, check out our guide to customer service ROI. Alternatively, see how Gorgias’ helpdesk resulted in over $9 million in revenue for BrüMate’s exclusively from the support team:

Customer Story: Brümate's CX Team Generating Millions Taking Care of Their Brücrew

2) Quick response times

66% of customers expect an immediate response whenever they reach out to a business. Helpdesk solutions organize customer queries in a way that makes it easier to prioritize these tickets, use automation to deflect repetitive and low-impact tickets, use templates to give customer service representatives a head start, and so much more to reduce customer wait time.  

See how our customer, Emuaid, used Gorgias’ automation functions to drastically reduce their first response time to 48 seconds (an 8% decrease). Since using Gorgias, their tickets are now centralized in one place, their customer support process is streamlined and supported by automation, and their agents are more productive than ever. Best of all? Customers spend far less time waiting for responses.

3) No missed or lost tickets

Things get messy when a company doesn‘t use helpdesk software — there‘s an unclear chain of support ticket handling. This frustrates customers because they have to repeat themselves to each new support agent they speak to. A helpdesk support tool organizes all your customer conversations from multiple channels into one dashboard and includes clear notifications about the number of open tickets, ensuring you never miss or lose any.

With Gorgias’s live statistics dashboard, you can even see which agents have open tickets in their queue, how many tickets they’ve closed this shift, and more:

Agent performance dashboard in Gorgias shows open vs. closed tickets and other information.

For example, Milligram was able to use Gorgias to integrate into their full tech stack to condense their customer service tickets into a single platform. The result was a 33% reduction in response time and an uptick in ticket volume

4) Comprehensive customer information in one ticket view

While not all helpdesks offer this functionality, seeing information about customers within the helpdesk is a game-changer for companies trying to offer fast, personalized support

For example, Gorgias shows all historical order information and every conversation and transaction a customer has had with your brand — including on social media. This context allows you to understand the customer’s past interactions with your brand (whether positive or negative), leading to a quicker, more productive conversation. You can also avoid asking customers to repeat information they’ve already told your brand. 

Gorgias

You can even bring in customer information from other ecommerce apps like Klaviyo and Yotpo in the ticket’s sidebar view.

5) Combined power from integrating your favorite apps

Your apps are stronger together. With the right helpdesk, you can install integrations that keep agents from having to switch between apps and copy/paste customer information. All the customer information they need is accessible from the helpdesk.

Gorgias integrates with other top ecommerce apps like Shopify, Yotpo, and more.

Check out Gorgias’ app store to learn about our integrations, which include many top ecommerce apps you probably already use.

6) Enhanced agent productivity and collaboration

HubSpot research finds that 86% of teams using a helpdesk report greater productivity. This isn’t surprising since helpdesk software:

  • Improves communication within a customer support team, because agents can privately comment on tickets
  • Allows your team to prioritize requests so that the most urgent and time-sensitive queries can be addressed first through a triage strategy
  • Enables your customer service team members to create an escalation plan so that urgent queries are given to the right teams

For instance, Death Wish Coffee Co. used Gorgias’ helpdesk tool to win back lost time for their support team. They had an ambitious goal of hitting a 200% growth target and saving 10 to 15 minutes helped them achieve the focus necessary to make that happen.

7) More consistency in your customer experience

Most helpdesk software allows you to turn your best messaging into templates for your whole team to use. This speeds up your helpdesk process, leading to a more reliable first response time, bringing consistency to your organization's CX, and helping your whole team (even the newer members) make a bigger impact by having the right words every time.

With Gorgias, templates are called Macros and include variables that personalize the message for every customer. Variables are like blanks that automatically pull customer information from your ecommerce platform, using customer support phrases that fit your brand. Personalized information without any copy/pasting:

Use templates and automations to provide personalized and efficient customer support with Gorgias.

8) Improved business operations

Helpdesk software helps you create more efficient business processes. All of your customer support metrics are brought into one system for better reporting, there’s a central dashboard that makes it easy to track customer issues, and all of this data can be used to better inform business decisions and optimize your support process. 

You’re also better able to meet your service level agreements (SLAs) thanks to the accountability of clear reporting dashboards.

Check out how Gorgias’ revenue statistics board helps brands quickly understand and communicate their impact on the company’s revenue:

Track revenue generated by your customer service team with Gorgias.

9) Reclaimed agent time 

Automate repetitive requests, use templated responses to respond faster, and keep your agents from burning out so they can spend more time on the tickets that actually move your business forward. 

Princess Polly was able to do just that. Since using Gorgias, Princess Polly increased their customer service efficiency by 40%, lowered resolution time by 80% and first response time by 95%, and improved one-touch tickets by 15%. 

Trying to level up your customer service? Read our guide to essential customer service best practices.

Essential helpdesk features: What makes for a good helpdesk?

A good helpdesk app must have six key features to make technical support easy for both your customers and your helpdesk team. Let’s look more closely at why these features are important.

1) Multichannel communication

Gorgias

Google, in partnership with Forrester research, conducted research on what businesses need to know about communicating with customers. They discovered that customers prefer asynchronous communication such as text, social media, third-party messaging, and chat through a mobile app when trying to communicate with a brand. The businesses that do well are those that provide multichannel communication (whether asynchronous or in real time). In fact, these businesses do so well that they are 3.4 times more likely to experience revenue growth, according to the study.

A good helpdesk app pulls all customer queries and interactions from multiple sources into one platform, including social media interactions. There‘s no need to make futile attempts at keeping tabs on communication across all these channels. So, your customers can communicate with you on the channels they‘re most comfortable with rather than being forced to submit support tickets.

Features to note:

Related reading: 8 customer service trends for the coming year

2) Ticket management

Manage tickets with your team of customer service representatives with Gorgias.

It‘s important to note that your helpdesk must offer you the capabilities to effectively organize and monitor customer tickets at any point of the day. 

Features to note:

  • Creating, closing, re-opening, submitting, and resolving tickets
  • Assigning and reassigning helpdesk tickets 
  • Automated ticket routing, categories, and tags 
  • Public and private actions on tickets 
  • Canned responses, rule-based automated messages 
  • Comprehensive ticket views that show historical customer interactions

3) Self-service features

It might surprise you just how badly customers want self-service options: 88% of respondents to a recent Microsoft survey report that they expect businesses to have online self-service support portals like helpdesks. But with this being the case, it’s pretty bleak that only 42% of teams are using self-service helpdesks to resolve customer issues. 

For example, an FAQ page (or better yet, a fully built-out knowledge base) can give customers an easy way to find detailed answers to their questions — no need to reach out to customer support and wait for agents.

Here’s an example of a Help Center built with Gorgias, which is free with all plans:

Branch
Branch

You can take self-service a step further by integrating self-service order management and quick, automated responses to your live chat widget to give customers instant answers and lessen the load on your agents:

Steve Madden
Steve Madden

Features to note:

  • Knowledge base articles
  • Community forums
  • Self-service options in the live chat widget
  • Customization options 

4) Automation capabilities

Helpdesks allow you to automate much of ticket communication. For instance, if a lot of customers need immediate help with issues already covered in your knowledge base, an automated response can direct them to the relevant resource — reducing the time spent on tickets. Even better, it can give them a personalized answer and take action based on the request — like updating their shipping address.

Use automation to trigger actions in Shopify.

These automation capabilities will also help you resolve simple customer issues faster and free your agents to work on higher-impact tickets. Here’s an example. Loop earplugs used Gorgias’ Automate and integrations to decrease response and resolution times, and reduce “where is my order?” queries from 17% to 5%.

A mix of automation and self-service can deflect up to a third of your incoming tickets, according to Gorgias data, freeing your agents up for the tickets that matter to your business.

Features to note:

  • Automatically tag and assign tickets based on the ticket’s contents or channel
  • Automatically respond to certain tickets with pre-written Macros
  • Trigger actions automatically, like canceling an order or updating a credit card number
  • Provide automated answers in your live chat widget

5) Reporting functionalities

A helpdesk should have reporting tools that allow you to measure, analyze, and track your customer experience and helpdesk agents’ performance. They should bring your metrics into a single, interactive dashboard you can use to make real decisions and improve your bottom line. 

Gorgias has dashboards for individual agent performance, impact on revenue, customer satisfaction, and other important metrics like first-response time and resolution time.

Measure your customer support team

Features to note: 

  • Ticket-related metrics like tickets created, replied, closed, sent, resolution time, response time, etc. 
  • Customer satisfaction like the percentage of how many surveys were responded to, the average rating, and rating distribution 
  • Reporting on most commonly used tags and intents to understand what types of tickets are making up the bulk of your ticket volume
  • View of most common product issues being brought to the customer support team so you can make improvements

6) Third-party integrations

Is your chosen helpdesk easy to connect with other tools or pre-built integrations? How many integrations are available? How many integrations do you actually need? Do you have to pay for those integrations? These are the questions you should keep in mind when looking for a helpdesk tool. 

For example, if you want an ecommerce helpdesk, you should choose the software that integrates well with the ecommerce platforms and apps you use, like Klaviyo, Recharge, and Yotpo — making Gorgias a top contender.

Meanwhile, if you have a large IT team, you may want to consider helpdesk software like Jira Service Desk because it provides many IT-focused third-party integrations. 

Features to note:

  • Seamless integration of different apps with your helpdesk, bringing all of the customer data into one view
  • Deep integration with the functionality of those apps for multi-app workflows (e.g. building segments in Klaviyo from Gorgias attributes, like a win-back campaign)

Is a helpdesk the same as a CRM?

CRM vs. Helpdesk: sales and marketing tool vs. customer service tool.

No, a helpdesk isn’t the same as a CRM.

CRM stands for customer relationship management and is a system for managing relationships with customers. It’s one central place that helps organize all the details about your leads and customers. Using this system, you can get a full picture of every customer and understand the status of every customer relationship. 

A CRM typically doesn’t have functionalities for ticket management because its primary focus is on data from sales and accounts. But ticket management is a fundamental component of a helpdesk — hence the difference between both software solutions. Platforms such as Salesforce are sometimes confused as helpdesk tools, but their focus is primarily CRM, not helpdesk management.

Strong helpdesk platforms like Gorgias do have some features of CRMs, like aggregating all interactions with a given customer in one location alongside loyalty data, marketing campaign responses, etc.

Is a helpdesk the same as a live chat?

No, but some helpdesks also include live chat software. 

Live chat tools are typically hosted on websites and allow website visitors to communicate with a brand in real time. Helpdesk software pulls customer requests from multiple places such as email, phone, and social media. Live chat is a component of more robust helpdesk software, but not vice versa.

Here’s an example: Gorgias is a helpdesk that includes live chat functionality, meaning all Gorgias users can install a live chat widget to their website in just a few clicks. Once installed, live chat becomes a channel within the helpdesk, so you can answer live chat messages, emails, social media DMs, and more without leaving the Gorgias helpdesk platform:

Live chat with Gorgias

Related: Our list of the best live chat apps on the market.

Is a helpdesk the same as a service desk?

Most organizations don’t need to distinguish between a service desk and a helpdesk. They’re often used interchangeably to describe a tool used to centralize service management and improve the end user’s support experience. And, very few companies have both. 

Technically, a service desk is a bit broader than a helpdesk. While a helpdesk’s core feature is to help you quickly collect and respond to quick-fix customer support issues, a service desk could also include more account management features and feature requests. However, with today’s helpdesks, you can also achieve many of those same goals. 

If you’re looking for a tool to help organize and streamline your customer service efforts, we recommend sticking with the word helpdesk. Or you can call it a customer service platform, which better represents the breadth of features you can expect from modern-day tools.  

Key helpdesk statistics 

If you’re still not quite sold on the value of helpdesk services, let’s take a look at some numbers. Here are some eye-opening statistics that show just how crucial helpdesks are in helping your business provide the best possible customer service experience.

The helpdesk market size is projected to reach $11 billion by 2023

This statistic comes from research published by Transparency Market Research. In 2020, the online helpdesk market size was $8.9 million and is projected to increase to nearly $20 million by 2028. Therefore, not only will helpdesks continue to increase in popularity, but online helpdesks will take a bigger piece of the pie as time progresses.

90% of consumers regard resolution as their most important customer service issue

A helpdesk is useless if customers still aren’t getting their issues resolved, as this statistic by KPMG supports. A helpdesk can’t be used as a bandaid to hide other customer service issues that may exist within your company. Make speedy issue resolution a priority and if that isn’t happening, dig a bit deeper to discover underlying issues.

84% of shoppers are willing to spend more on products/services to get better customer service

This statistic comes from research by Gladly. As mentioned earlier, good customer service improves your bottom line. People will spend more money and become repeat customers if you offer the right support.

Experiences that don’t meet expectations cost businesses up to $4.7 trillion annually

Qualtrics finds that many customers are dissatisfied with the service they receive from brands, and that dissatisfaction costs a pretty penny.

One of the things you can do to make customers happier is providing an omnichannel experience where they can voice their concerns via their choice of online platform (social media, live chat on your website, etc.). The trick is to respond to them as quickly as possible and work swiftly to resolve their issue to provide an excellent customer service experience — poor experiences will cause your company to lose money.

How to choose the best helpdesk software for your business

Each company’s needs are slightly different, so we encourage signing up for a few demos and trials while shopping for a helpdesk. Here are a few considerations to keep in mind while reviewing your options:

  • Pricing: Does the tool fit into your budget and does it offer multiple pricing plans?
  • Ticket organization: Does the platform have an intuitive, visual way of sharing which tickets need attention, and from which agent?
  • Automation: Does the platform feature time-saving automation features for your team and customers?
  • Omnichannel support: Does the platform work with all the channels you use, from texting to social media?
  • Integrations: Does the platform connect to tools you already (or plan to) use?

Shopping for a helpdesk? Check out these articles to guide your shopping:

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Final thoughts: Helpdesks are CX must-haves that keep you ahead of the competition

The research is there: Helpdesks are an easy way to boost your bottom line, improve your response time, offer self-service resources, automate repetitive tasks, and free up time for your agents to handle more complex tickets. Getting into the heart of the customer journey and creating a solid customer experience can help you retain existing customers, and draw in new ones. 

Not satisfied with your current helpdesk solution or don’t know where to start? Gorgias has a cloud-based helpdesk system that integrates with leading ecommerce store providers such as Shopify, Magneto, and BigCommerce.


Book a demo to learn more about the results Gorgias can help you achieve.

series c-2 funding

Announcing Our Series C-2 Funding & the AI-powered Future of CX

By Romain Lapeyre
5 min read.
0 min read . By Romain Lapeyre

Today, we’re sharing that we raised $29 million in Series C-2 funding from our existing investors, including Shopify. 

Throughout the lifetime of Gorgias, we’ve always believed that great CX can be the main channel for growth for brands. Now, we believe that AI empowers any brand to realize that potential. 

Most CX leaders agree, with 94% out of 1,000+ agreeing automation is becoming more essential to CX.

Funding will specifically be used to support AI Agent – a fully autonomous AI teammate built on brands’ own knowledge bases, data, and integrations. 

the interface of ai agent as a gif and some benefits of the tool like automating 60% of support

AI and the next evolution of customer experience

AI has changed the landscape of digital technology. The best comparison is in the early 2000s, when the internet boomed and innovation followed. 

Brands like Netflix embraced the change, evolving alongside their customers' expectations, while brands like Blockbuster tried to stick with the old ways. Now, one of those brands is a Fortune 500 company and the other is a nostalgic throwback.

Now, in the 2020s, artificial intelligence is lowering overhead, automating cognition, accelerating processes, and so much more. Brands – from software companies like Gorgias to ecommerce brands like the ones we serve – must lean into these new technologies to continue growing. 

That’s why we’ve made the conscious decision to go all in on AI and automated CX. We truly believe that AI-powered solutions are the best way to help ecommerce brands on Gorgias grow and succeed.

The case for AI-powered CX 

Our recent research shows that brands who automate their CX see:

  • 52% reduction in resolution time
  • 26% lower ticket-to-order ratio
  • 36% more repeat purchases

AI is your instant Level 1 support. Use it to handle repetitive, basic questions quickly, to meet customer expectations, at a lower cost than hiring human staff. 

Reliable AI frees CX teams to do more than what they previously thought possible, such as opening up new channels like Voice or Live Chat and freeing up your team to focus on high-impact conversations, strategy, and other important projects that get neglected when you’re drowning in tickets.

“The combination of AI and human agents is the future of support,” said Tosha Moyer, Senior Customer Experience Manager at Psycho Bunny. 

Leveraging millions of ecommerce data points

Gorgias has processed 500 million tickets — every single one of them from ecommerce brands — which give us the data points and knowledge we need to build the best AI tool for ecommerce.

We also integrate deeply with 100 ecommerce apps like Shopify, Recharge, Loop Returns, and Klaviyo. This means that AI built with Gorgias has access to more data from your ecommerce tech stack, and can push updates to those apps as well.

“The combination of AI and human agents is the future of support”

— Tosha Moyer, Senior Customer Experience Manager at Psycho Bunny

We cannot stress enough the value of these data points and integrations to power CX. Without these, AI can only offer ChatGPT-style answers. It cannot pull up customer information to personalize a response or find information like order status and loyalty points. Likewise, it cannot process a partial refund or update a subscription. 

With more data and integrations than any other CX tool built for ecommerce, we’re confident our AI will provide accurate, personalized, and helpful answers to our brands’ customers. 

AI that integrates seamlessly with your team

We’re committed to developing AI solutions that put you in full control. You’ll be able to:

  • Feed the AI from your private knowledge base
  • Teach the AI your brand voice and policies
  • Set guidelines that tell the AI exactly when and how to respond to specific scenarios
  • Review every single AI interaction
  • Provide feedback to improve the AI over time

And much more!

This means the way you work will shift: before, CX work was answering repetitive tickets over and over (and over). Now, you’ll use some of that time to monitor and improve your AI Agent and use the rest to tackle CX projects that have been on the back burner for months (if not years).

The next chapter: AI Agent 

AI Agent can instantly answer tickets, perform actions in other apps, and match a brand's tone of voice, all while ensuring that human hand-off is always possible and smooth for the customer. It can drastically reduce your support time while earning higher CSAT scores than 95% of human agents. 

Gorgias AI Agent

Launching in July, AI Agent is already being used by leading brands like Psycho Bunny. They’ve combined Automate and AI Agent to automate over 40% of inquiries across all channels, responding to and resolving them in minutes, not hours, all while achieving a higher CSAT than their human team.
Join the waitlist

“The AI Agent actually personalizes responses better than our human team, who sometimes just apply a Macro and hit send. The AI Agent restates parts of the customer’s questions helping them feel understood. Plus, of course, it’s super fast.”

— Anneliese Field, Customer Experience Manager at Love In Faith

AI Agent is just the next step in our evolution as a company. 

Looking into the future, we’re using this new round of funding to develop AI-powered solutions to help you provide instant responses, gather insights to improve your CX, turn support agents into top sellers, and help you drive LTV through amazing customer experiences.

The Gems of Learning with TJ Balo

By Christelle Agustin
5 min read.
0 min read . By Christelle Agustin

TJ’s Top Advice: 

  • As a leader, foster openness and creativity by encouraging team members to regularly share their ideas.
  • Tell your customers when you update a product. Including them in the conversation can build trust and bring about valuable feedback.
  • Treat your customers as your stakeholders. They are the driving force behind your brand and deserve to have their voices heard.
  • Leadership entails continuous learning from your team, customers, and the industry at large.

Everybody wants to skip to the answers, but for TJ Balo, there is more joy to be found in the learning. Since 2014, TJ has been the Head of Customer Relations and Marketing at Andrea Iyamah, a fashion line founded in 2011 by Nigerian designer Andrea Dumebi Iyamah. From Toronto, TJ leads a group of customer service reps from around the world, including New York and Nigeria, teaching them the ins and outs of customer service operations, logistics, and lingo.

Encouraging out-of-the-box ideas

Brainstorming is one of the most exciting parts of the job for TJ, who’s always finding ways to improve the customer experience. When his team gets together, there is no wrong answer. TJ encourages his staff to think outside the box. Whether it’s a bold social media marketing play or a never-before-done collection, he wants to hear it all.

“I always want them to bring new concepts and ideas to the table. I think that for success, it's not about the implementation. It's about what you’re thinking,” he says. 

The vulnerability to share out-of-the-box ideas allows his team to create a playground where creativity is the only goal. It’s where every idea has a chance to shine when the time is right, whether it’s in a month or in the next year. All TJ asks is for every person to be fearless and confident: “Let your presence be known. The minute I can identify you, that's when I know that you're doing something right and I'm doing something right.”

The TIBARA Kaftan Dress in Lime from Andrea Iyamah
         

Including customers in the conversation

Online businesses, especially fashion brands, are no strangers to the challenge of meeting customer expectations. Sometimes colors don’t appear the same way on a screen as they do in person. Other times, sizes may run a smidge too loose or snug. Regardless of the issue, “it’s about consistent communication first,” TJ says. 

How can you show up for the customer and show them they matter? For TJ’s team, customer satisfaction is their guiding light. They always remember to throw in an incentive for customers, whether it’s a refund, discount, or replacement.  

‎TJ pays the same heed to internal feedback. His team’s opinion takes precedence before a product is released. They answer questions like, “What’s missing?” “Does it translate well to different body types?” People naturally gravitate towards good products, and TJ wants to hit that mark as closely as possible the first time around.

When mishaps occur, broadcasting the solution to their customer base is imperative. “I think that that's one step a lot of fashion and retail brands miss. They take the feedback in, and they come out with a new or better product, but the customer doesn't know because they don't communicate that message to them to say, ‘We took this in from you, we have this new version out, come and try it again,” he says. 

Treating customers as stakeholders

The AZO Mini Dress in Tangerine from Andrea Iyamah
         

Peruse Andrea Iyamah’s Pinterest and their inspirations draw from a cornucopia of African cultures, stories, and experiences. Traditional details can be found in every piece, from a modern sleeveless dress in the recognizable silhouette of a Kaftan to jumpsuits adorned with sculptural pleats similar to those found on a Gele. The room to innovate is boundless, especially with their Treasures.

Treasures, the term of endearment for their customers, are the backbone of Andrea Iyamah. Without the support and feedback of their Treasures, the brand would not have crossed international borders, dressing icons like Michelle Obama, Gabrielle Union, Ciara, and Kate Hudson.

‎“We treat our customers as our stakeholders. We believe they’re the driving force of the brand and its vision, hence our goal to make them feel valued and appreciated,” TJ emphasizes.

On Instagram, they spotlight their Treasures’ voices with Instagram carousels of rave reviews on Twitter. One Treasure confidently states, “Andrea Iyamah never misses… I swear.”

“You have to take in every single detail. That is where the brand meets the stakeholder. That's where they both come together. I never give credit to just either or. They both come together to create and to curate this amazing masterpiece.” —TJ Balo on handling custom orders

Continuous learning is vital to leadership

For a business that’s been operating for over a decade, you could say Andrea Iyamah has accomplished everything. But for TJ, the learning never stops. “Research and ensuring that you're actually taking in that research is the genesis of staying on the cutting edge.” 

He recognizes that they aren’t the first to do it in their industry, that there are countless other companies making great strides. Nonetheless, he wants to be the best to do it. “As we grow, as a business, as a brand, as a company, even just as a team generally, I want to be a reflection of what I would like from my team. You can never know it all. Continuous learning is also leadership.”

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How to Reap the Benefits of Automated Chat

By Christelle Agustin
8 min read.
0 min read . By Christelle Agustin

TL;DR:

  • The benefits of automating chat include reduced workload, round-the-clock support availability, multi-language support, FAQ resolutions, and a convenient customer self-service channel
  • Use Gorgias Automate’s Quick Responses, Flows, Order Management feature, and Article Recommendations to provide a complete automatic chat experience
  • Automated chat uses answers pre-set by you which means it cannot produce answers without your approval

Live chat users wait an average of 30 seconds before they get an answer. However, large language models like ChatGPT have flipped customer expectations with unbeatable rapid responses. 

Thirty-second replies may be possible for customer service teams who handle one chat conversation at a time — assuming they have deep product knowledge — but agents who handle multiple chats will be hard-pressed to beat that average.

Chat automation is the best way to offer instant support without an agent. Automating chat means customers get support 24/7 in multiple languages and relevant answers in seconds. More importantly, agents can provide more meaningful customer experiences because they don’t have to monitor chat.

Below, learn how to turn live chat into an automated channel in four steps with Gorgias Automate. Then, we’ll go over how three ecommerce brands overcame some of the most common chat challenges.

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The benefits of automating chat

Automating live chat support results in a win-win situation for agents and customers. These are the five instant benefits you get when automating chat. 

Benefit 1) Reduces agent workload 

Automated chat responses mean team members don’t need to operate chat unless customers specifically ask for human support. 

Using automation as your first line of defense means fewer repetitive tickets and more time for agents to take care of urgent, customer-specific inquiries.

Benefit 2) Empowers customers to resolve issues on their own

According to Tidio, around 73% of customers prefer to find answers on their own as opposed to getting them from a support rep. Automated chat provides easy-to-receive answers and is a simple way to let customers self-serve without the wait time. 

Listen to how shoe brand Merry People uses Gorgias Automate’s chat-based automation features called Flows to cut response time down by 60%:

‎Benefit 3) Delivers support 24/7

Having a live chat widget may be an excellent way to expand customer support, but its functionality is also limited by your business hours and agent availability. 

With automated chat, these concerns disappear since chat can remain active even when your agents are off the clock.

Read more: There’s more to chat than you think: debunking 5 chat myths

Benefit 4) Speaks in multiple languages

According to a survey by CSA Research, 40% of customers will not buy from websites in other languages. 

With multi-language automated chat, you don’t have to worry about losing prospective customers. Rather, it’ll be easier for you to turn website visitors into repeat shoppers.

Gorgias Chat is a multi-language chat solution that can serve shoppers from anywhere. Languages include English (US and UK), French (France and Canada), Spanish, Danish, Swedish, Italian, Dutch, German, Norwegian, Czech, Brazilian Portuguese, Japanese, and Finnish.

Benefit 5) Resolves frequently asked questions

Chances are, customers on chat will ask one of these questions: 

  • Where’s my order?
  • Do you take returns? 
  • Do you ship internationally?
  • What size should I get? 

If you’re used to manually responding to these questions, know that there’s a faster way. Once you’ve identified your brand’s most asked questions, you can automate the answers to them, eliminating the need to type out replies on chat.

How to automate chat in 4 quick steps

If you have chat on your website, you’re halfway there. The next step is automating it to start reaping the benefits. Here’s how to use Gorgias Automate to automate chat in four steps.

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Step 1) Resolve FAQs with Quick Responses

Automated chat’s main ability is to answer frequently asked questions. You probably know that tickets with FAQs can pile up extremely quickly, causing your agents to miss the important questions.

To automate FAQs, use Quick Responses. These are one-click Q&A scenarios displayed on chat for customers to quickly get the answers they need. You can activate up to six responses and may toggle questions on and off to save them for later.

Quick Responses settings on Gorgias
Edit Quick Responses with links, images, and Shopify products.

💡 Pro Tip: Gorgias Chat is multi-language and automatically detects a shopper’s default language based on their browser settings. This way, you can provide global support without hiring additional agents.

Step 2) Simplify order management

A third of online purchases are returned which means agents ultimately spend time processing refunds. The most effective solution is to automate order management through chat so that agents can instead use the extra time upselling.

With Gorgias, you can provide a self-service returns portal through integrations like Loop. This allows customers to process returns on their own, making their shopping journey straightforward and strengthening their trust in your brand.

Order management return order settings in Gorgias
Select your preferred returns management integration to provide a return portal in chat.

💡 Pro Tip: Always encourage exchanges by recommending products in a different size or variant or a product of a similar value. This way, customers can still experience what you have to offer without requesting a refund.

Check it out: Return policy template generator

Step 3) Provide personalized support with Flows

Flows are more dynamic than Quick Responses and let you create personalized and interactive conversations. The resulting answer or action of these Flows all depends on the customer’s input, enabling you to deliver answers for every type of shopper.

As the name suggests, Flows are based on a flowchart structure and are best used for questions that have multiple answers. Here are some ways you can use Flows:

  • Product matching quizzes 
  • Sizing guides
  • Filing warranty claims 
  • Scheduling services 

Flows settings on Gorgias
This Flow allows customers to input their details to change their order’s delivery date.

Step 4) Deliver detailed answers with AI-powered Article Recommendations

For more comprehensive answers, turn to Article Recommendations. When customers ask a question on chat, Gorgias AI finds the most relevant article to send. These articles are pulled right from your Help Center or customer-facing knowledge base.

To get Article Recommendations on chat, you’ll need to first populate your Help Center with articles your customers care about.

Here are some Help Center articles to get you started:

  • Do you offer free shipping?
  • How much does shipping cost?
  • Do you ship internationally?
  • What is your return/exchange policy?
  • What do I do if I receive the wrong item in my order?
  • How do I cancel my membership/subscription?

Article Recommendations on Gorgias
Connect your Help Center to Chat to enable Article Recommendations.

Related: How to optimize your Help Center for AI Agent

How 3 brands debunk automated chat myths

If you still have some hesitation about automating chat, it’s time to clear them up. Let’s take a look at real use cases and how three ecommerce brands have cleared up misconceptions about automated chat myths with Gorgias Automate.

Myth 1) Automated chat is complicated to set up

Solution: No coding or special add-ons are required to set up automated chat. 

With Gorgias Automate, you can set up Quick Responses, Flows, Order Management, and Article Recommendations in a matter of minutes. Each feature can be toggled on or off, helping you shorten setup time and offer support in whatever way is best for your brand.

Collagen supplement brand Obvi found Automate’s user experience to be intuitive, setting up chat just a few weeks before Black Friday–Cyber Monday. They were able to increase conversion rates (CRO) and earn $10,000 in revenue just by activating automated chat.

Here’s how Obvi’s CEO, Ronak Shah, benefited from using Gorgias Automate:

Myth 2) Automated chat increases your tickets

Solution: Automated responses deliver instant resolutions, which keep ticket volumes low. 

Tickets are only created when customers talk to live agents. This allows customers to solve issues on their own, unlike when using social media for support.

Underwear brand Shinesty uses Flows to address a variety of inquiries, from account registration to order tracking. Their Flows are so effective that 90% of the time, inquiries are completely resolved by automation. 

Shinesty’s Flows successfully resolve customer inquiries 90% of the time.

Here’s how Shinesty’s four-person team increases customer satisfaction scores with Automate:

‎Myth 3) Automated chat gives inaccurate answers 

Solution: Automation is customizable and acts on parameters set by you. 

Unlike AI chatbots or generative AI which produces responses through machine learning, automated chat uses responses defined by you. 

In Gorgias, you can customize Quick Responses and Flows with your brand voice in mind. This guarantees that customer messaging is always relevant, on-brand, and accurate. Chat cannot compose brand-new answers on its own. 

According to Alex Naoumidis, Head of Operations and CX at July, Flows helped their support team accomplish the work of three agents. They were still able to provide a human touch, resulting in 450 tickets deflected.

‎Support and sell more with Gorgias Automate

If the success stories of these brands have inspired you to upgrade your customer experience, it’s time to see what Gorgias Automate can do for you. 

Setup is straightforward — no coding needed — and you can start seeing improvements in your customer agents’ workflow and your customers’ satisfaction straight away.

Book a demo with Gorgias today and discover how chat automation can streamline your operations and increase customer engagement.

Angry Customer Email

Templates and Tips to Respond to Frustrated Customer Emails

By Jordan Miller
25 min read.
0 min read . By Jordan Miller

If you’ve ever worked in customer service, you know that unhappy customers are unavoidable. Customer satisfaction has plummeted since 2018, according to the American Customer Satisfaction Index

Customer satisfaction has dropped since 2018.

         

That’s why top brands don’t wait until angry customer emails arrive to decide how to respond. By setting up processes and templates ahead of time, your customer support team doesn’t need to craft responses from scratch. Especially while emotions are running high and angry customers are waiting for responses. 

Below, you’ll find step-by-step instructions on how to process and respond to angry customer emails, considerations for handling angry or rude customers without making the situation worse, and tips to prevent angry customers by improving your customer experience (CX). We'll also share templates and sample emails for how to respond to:

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Is it worth it to deal with angry customers? 

When customers aren’t happy with your product, service, or customer support, the stakes are high. You could lose them as a repeat customer, but that’s just the tip of the iceberg. Angry customers also go and tell their friends and family, either by word-of-mouth, on social media, or via a Google review. 

What are the consequences of angry customers? Lost sales and loyalty, bad word-of-mouth, negative reviews and social posts, and agent burnout and quitting.

         

The Effortless Experience found that 96% of disgruntled customers who had a high-effort or bad experience with a brand feel disloyal to that brand afterward. In other words, a frustrating, high-effort experience will irreversibly damage your brand's reputation for almost any customer, whether they’re first-time or regular shoppers. That spells trouble for your bottom line.  

96% of customers who have high-effort experiences feel disloyal to those companies afterward.
The Effortless Experience
         

Also, your customer service team doesn’t want to respond to nasty emails all day long. Customer service can already be an emotionally challenging role, and spending all day dealing with angry customers is a quick path toward burnout and quitting.

📚 Related reading: Read our guide to hiring A+ customer service agents, written in partnership with customer service agency Helpflow.com.

8 steps to take when responding to frustrated customer emails

Respond to angry customer emails by acknowledging the customer's frustration, owning any mistakes, gathering additional context, confirming you understand the entire situation, and fully resolving the issue.

These messages are high-stakes: When someone writes to your organization with an angry message, they’re angry enough to sit at their keyboard and express their anger. You’re lucky they wrote to you — the next message could be on a review website or social media. 

You’re lucky they wrote to you — the next message could be on a review website or social media.

It’s imperative to respond to every single angry customer email — ideally with fast response times.

0) Set up automated responses if you can’t quickly respond

If you have a small team or are only online for certain parts of the day, consider setting up a standard automated reply to confirm receipt of their email. We listed this as step 0 because it’s not a catch-all solution: You should not send this kind of email if you’re able to provide a human response within an hour or two. Nobody likes an extra, unnecessary email.

If you do choose to activate this kind of response, it should:

  • Confirm that you received the customer’s email so they don’t have to wonder if it went through
  • Tell the customers when they can expect to receive an email response from a human agent
  • Thank the customer for writing in

Here’s a mockup of how to create this kind of automated response with Gorgias Rules:

An example of a rule to automatically let customers know you

         

📚 Recommended reading: Get more tips and tricks to improve your response times.

1) Read the email first

This may seem obvious, but unless you address every point the customer makes, you’re only prolonging the correspondence and further irritating them. 

It’s easy to overlook something the customer says, particularly if the email’s pretty emotive or raises several points. So, try to summarize what they’re complaining about in a separate text document or as a note on the ticket in your helpdesk

Internal notes.

         

Consider bullet-pointing each issue to ensure you answer every aspect of their message, as shown in the internal note above. 

2) Do your research to understand the problem and context

Before responding, consider if there’s any research you can do on your end to resolve the issue faster. For example, if a customer asks whether an item will come back in stock, you may look up similar items currently available if that customer is in a time crunch (like for the holidays). 

You’ll also want to ensure you have all of the context you need to provide a full resolution for that customer. 

For example, if a customer is trying to track down a lost package, take a look at the package history and order date to better understand why they’re upset and whether you’ll need to re-send the item or reach out to the carrier on their behalf. 

Ideally, your helpdesk has integrations with shipping software (like AfterShip) so you can see this information right next to the customer’s message (rather than having to navigate to a new tool).

Customer information in the Gorgias sidebar so you can provide detailed answers without switching tabs.

         

3) Escalate if necessary (based on policy)

Some requests, whether from a VIP customer, the urgency of the issue, or its scale, need to be escalated right away. Based on the policy you’ve set out for your support team members, encourage them to forward major concerns to the correct team quickly. 

Prioritize VIP customers to reduce lost loyalty.

         

📚 Recommended reading: Read our Director of Support’s guide to prioritizing customer service requests.

4) Thank them for writing

Yes, you've already done this in your automated message – but it doesn't hurt to do it again. So, always say thank you at the start of your email. You must acknowledge their complaint and show you care about their feedback.  

For instance, if a customer has written to complain, you could start with something along the lines of:

Thank you for contacting [your company name] and letting us know about your experiences with our [insert name of the product/situation]. We appreciate you contacting us to let us know. We value customer feedback so that we can work to provide you with gold-plated customer service.’

5) Use their name and take a personalized approach

If you're not already, it's time to take a personalized approach to customer service. While this means taking a more holistic approach to the service process in general, the first step is to take note of small details, like using a customer’s name in correspondence. 

Consumers crave a personalized experience; they want to be treated as individuals, not as just another support ticket. That means avoiding asking them for information they’ve already given you again. It also means using a customer support tool that provides all of their historical account information in one place. Your helpdesk should show all past orders, correspondence with support, shipping address information, and even marketing emails they’ve received and clicked on. 

For example, Gorgias’ Customer Sidebar provides customer information right next to the ticket that can help you personalize the message.

Customer sidebear.

         

6) Acknowledge their problem

If your customer has taken the time to bring an issue to your attention, it’s polite and good practice to acknowledge that. So, in your response, reflect on what they’ve told you. 

For example, you could write something like this:

‘I can see that you’re frustrated [insert a suitable empathic summary of the customer’s feelings] about your experiences with our product/customer service. We can see how, on this occasion, we didn’t reach our normally high standards of delivery.

7) Provide a solution

Always focus on solving the customer’s problem. Find a solution and clearly explain the resolution to the customer’s complaint.

For example, if they’re upset about a product’s quality or performance, you need to refer them to your returns and replacements policy. On some occasions, it may be necessary to escalate a complaint if it’s not within your power to resolve. In which case, again, follow the protocol your company has to handle the specific issue so that it complements your current chain of command. 

According to a research study conducted by Gartner and later coined The Effortless Experience, 45% of customers who have a positive support experience tell less than three people. In contrast, 48% of customers with a negative experience shared it with over ten people. 

One bad experience leads to ten negative opinions.

         

While a positive, low-effort solution is a short-term expense for you, it could keep the customer on your side, netting future purchases or at least minimizing negative word of mouth and reviews.

8) Avoid offering the same solution twice 

If a customer is still upset after you’ve already offered a solution, chances are it wasn’t the right one. Ensure that you’re able to give the customer a few different options for a resolution in case the original one didn’t work for them (or wasn’t the result they hoped for). 

Of course, this should only go as far as your support policy states. If possible, tag in a customer service lead to see if you can make an exception to your policy. In a helpdesk like Gorgias, you can tag specific agents or an escalated team.

image

         

Considerations when writing responses to angry customer emails

Above, we covered the steps to follow when responding to angry emails. Below, we’ll share some high-level considerations to keep in mind when crafting responses.

Check your language and tone

Use clear language and show empathy. Always consider your audience. Remember, your audience doesn’t know your organization's internal workings or technical aspects. 

Interestingly, 65% of online shoppers prefer casual over a formal tone in their customer service interactions. That said, if the customer isn’t happy with your response or solution, 78% said that an overly casual style would elicit an adverse reaction from them. 

Why? Because it sounds like you're not taking their problem seriously.  

Also, consider the words you use. For example, remove any uses of the “but” from your responses. By eliminating negative terms like this, you’ll exude more of a positive tone, which works wonders for altering perception. 

For example:

“Thank you for contacting us, but we don’t provide that service.”

Vs.

“Thank you for contacting us. Unfortunately, we're unable to provide that service. We do, however, provide the following….”

See the difference?

Through practice and experience, you’ll be better positioned to sense your customer’s tone. For example, if the customer’s frustration radiates through their message, show empathy by offering reassurance and the right level of apology. 

Check your grammar and spelling

There’s nothing worse than grammatical and spelling errors. Re-read your response and run it through a spelling and grammar checker. If in doubt, ask a colleague to double-check it for you. 

Some reputable online spell checkers include Grammarly, Reverso, and Language Tool. Your organization may already have a subscription for marketing or other purposes, so check what’s available. 

Decide whether they are frustrated or truly irate 

The key to understanding whether a customer is truly angry is empathy and context. 

Use empathy to dissect the tone and language a customer uses in their correspondence with you. Then, use the context they've given you and that you have about their order history to piece together their entire situation. 

For example, a customer might write in about a lost or delayed package. Based on the language they’re using, and the fact that they paid to upgrade shipping to get it in time for a friend’s birthday, tells you that this customer is angry and in need of a fast resolution. 

You should strive to provide top-notch support no matter if a customer is merely frustrated versus angry. But, your communication, time to resolution, and the solution you offer need to be even more considerate when dealing with someone who is truly irate. 

Deal with profanity in a professional manner

Sometimes, angry or frustrated customers will use profanity when complaining about an issue. The best responses to rude customers involve focusing on what the problem is to help get them to a solution. 

Some customer service phrases to use include: 

  • “I understand why you’re upset – I would be upset as well in this situation. We will figure out a solution that makes you happy and that fully resolves this issue for you.”
  • “I understand how frustrating this must be, especially since it sounds like we really missed the mark here.” 
  • “I understand how disappointed you are. What kind of solution do you feel would make this right for you?”  

17 email templates you can use to respond to different customer issues

You may already have a series of customer service email templates you and your team use to handle various customer complaints. However, it’s always worth doing a little housekeeping to ensure they reflect your commitment to great customer service.

This is especially true if your customer service software comes with a set of templates already in existence. Don't make the mistake of just using these as they are. Instead, personalize them to reflect your own brand’s voice and tone. 

With that in mind, we’ve put together a summary version of some of the examples above to illustrate how to respond to an upset customer:

Dear [insert customer name],

Thank you for contacting us. I'm very sorry to hear you experienced poor customer service from the [insert your brand name] team.  

It’s important to us that our customers are happy, so we're sorry we could not provide our usual high service standards to you.

Possible paragraph:

Having investigated your complaint about [insert a summary of the complaint]. I'm happy to tell you; we can offer you the following solution [insert an explanation of the answer]. 

Alternative paragraph:

We're currently investigating your complaint about [insert a summary of the complaint]. Because your complaint involves several departments/strands/suppliers, it will take us a couple of days to get to the bottom of why, on this occasion, you received less than a gold standard of service from us. Thank you for your patience while we investigate this matter. I'll get in contact with you in two days to update you on our progress. 

Once the complaint is resolved, you could offer a discount to reduce the number of returns, which are more expensive to your business than exchanges:

We’d like to prove just how important you are to us by offering you a discount of [x%] on your next purchase.  

Sign off:

Thank you for bringing this negative experience to our attention. Once again, I apologize for any inconvenience caused. 

If there's anything else I can help you with or you have any further questions, please feel free to contact me. 

Best wishes,

[Name and contact details]

If you use Gorgias, a helpdesk that deeply integrates with your entire ecommerce tech stack (including Shopify, Magento, and BigCommerce), feel free to use the copy above as a Macro (which is what we call templated responses).

Your agents can use the template as a starting point and tweak it to meet each customer's unique needs.

Below, we’ve put together a series of templates that you can implement for different angry customer situations. 

Customers who are having product issues

1) General frustration with the product or experience

Hi {{Customer first name}},

Thank you for reaching out and letting us know about your experience with us. This is not up to our standard and I've passed this along to our team to ensure this doesn't happen again. 

In addition, I've {{Insert policy: refund, added a credit, send a replacement, etc.}} to make this right. 

We truly value you as a customer and apologize for the inconvenience this caused.

Please let me know if I can help with anything else.

{{Current agent first name}}

Customers with shipping and delivery problems

1) Order/shipping status (Where is my order?): Not shipped

Hello {{Customer first name}}, 

Thank you for reaching out! Your order {{Number of last order}} has been received and we are working on getting it shipped out. Our processing time to ship an order is 3-5 business days, excluding weekends. 

We will email you a confirmation once it ships, which will include your tracking information as well. 

If you have any questions in the meantime, please don’t hesitate to reach out. 

Thanks, 

{{Current agent first name}}

2) Order not shipped because the item is out of stock

Hi {{Customer first name}},

We wanted to let you know that your most recent order {{Number of last order}} is currently out of stock. We’re doing everything we can to get more in stock soon and we apologize for the delay!

The good news is that our next shipment should arrive by {{Date of availability}}, and you should receive your order within {{Number of business days}} once the item(s) gets to our warehouse.

Thanks for your patience! We’ll get you taken care of as soon as possible.

{{Current agent first name}}

3) Item arrived damaged 

Hi {{Customer First Name}}, 

Thanks for reaching out about your recent order {{Number of last order}}. I’m sorry to hear about your experience. As we try our best to provide exceptional service, some factors like shipping and handling are out of our control and issues like this can happen.  

Please send us a photo of the broken/damaged item(s) you received and we’ll do our best to resolve this as soon as possible. 

{{Current agent first name}}

Customers with missing or late orders

1) Order is lost 

Hi {{Customer First Name}},

Thank you for reaching out! I’m so sorry to hear that you were unable to locate the missing package. Rest assured we will remedy this situation for you. 

I have two options to offer: we can ship a replacement to you or issue a full refund for the order instead. If you prefer a replacement order, we kindly ask that you confirm the shipping address of where you would like the replacement order sent. We look forward to receiving your reply.

{{Current agent first name}}

2) Order/shipping status (Where is my order?): Delivered, not received

Hi {{Customer first name}}, 

I'm sorry to hear that you haven't received your order yet. It does appear to be in a delivered status. Sometimes this can be due to an incorrect scan by the carrier. If the package doesn't show up in the next {{Insert the number of days according to your policy}} please reach back out and we will {{insert internal policy}}. 

In the meantime, I've contacted the carrier and will be investigating on my end. 

Please reach out if I can help with anything else and I will keep an eye out for your email regarding the package.

{{Current agent first name}}

3) Order is late 

Hi {{Customer First Name}},

We regret to inform you that your order {{order number}} has been delayed.

We apologize for any inconvenience, and we appreciate your understanding. The reason for the delay is {{reason for the delay}}.

You can track the status of your order using this tracking link {{Link to tracking portal}}.

If you’d like to return or exchange your order, you can do so here {{Link to return/exchange portal}}.

Once again, we apologize for the inconvenience. Please let us know if you have any questions or can provide further assistance. 

Best,

{{Current agent first name}}

Customers who got the wrong product

1) Wrong item delivered

Hi {{Customer First Name}},

Thank you for letting us know we sent you the wrong product. We apologize for the inconvenience. We are sending you the correct product, the {{correct product name}} and it will be shipped by {{estimated shipping date}}. 

We sent it using expedited shipping, so you should receive it {{estimated delivery date}}. Please return {{old product}} in the original shipping box and packaging using the attached shipping label and instructions. Please contact us with any additional questions. 

{{Current agent first name}}

Customers who have a cancellation request (purchase or subscription)

1) Order already shipped 

Hi {{Customer first name}}, 

Thank you for reaching out to us! 

Unfortunately, it looks like your order {{Number of last order}} has already been shipped from our warehouse. Therefore, I’m unable to make any changes to it at this time. 

If possible, refuse the package at delivery. If that’s not possible, please let me know and I will send you a prepaid shipping label so that you can send the order back to us. Once we receive the order back at our warehouse, I will send a {{Replacement or refund}} to you right away. 

{{Current agent first name}}

2) Order change/cancel before the item ships 

Hi {{Customer First Name}}, 

Absolutely! I’ve swapped out {{Item name}} for the {{Item name}} you originally selected for order {{Number of last order}}. 

If you need anything else, just say the word. 

Best, 

{{Current agent first name}}

Customers who want a refund or exchange

1) Item is eligible 

Hi {{Customer first name}}, 

Thanks for reaching out! For your order that was delivered on {{Shipping date of last order}}, we’d be happy to process a refund for you. 

To get the return process started, please go to our {{Link to returns portal}} and follow the steps. 

If you have any questions, please don’t hesitate to reach out. 

{{Current agent first name}}

2) Item not eligible 

Hi {{Customer First Name}},

Thank you for contacting us. Unfortunately, your order {{Number of last order}} is unable to be returned because it is outside of the time window (30 days) outlined in our return policy.

I apologize for any inconvenience that you’ve experienced because of this. 

If there is anything else I can help you with, feel free to reply to this email or visit {{Link to help center}} at any time. 

Thank you again,

{{Current agent first name}}

3) Exchange request after the order arrives

Hey there {{Customer first name}}, 

Thanks for reaching out about your recent order {{Number of last order}}. I see that you are interested in a product exchange. We do allow exchanges, and I’m happy to help you with this right away. 

{{Exchange policy and instructions}}

Once you have {{Required action(s)}}, I can process your exchange and get a new {{Product name}} shipped out to you right away. 

Thanks again, 

{{Current agent first name}}

Customers who had a bad support experience

1) Non-escalation 

Hi {{Customer first name}},

Thank you for reaching out and letting us know about your service experience with us. This is not up to our standard and I've passed this along to our team to ensure this doesn't happen again. 

In addition, I've {{Insert policy: coupon, refund, added a credit, send a replacement, etc.}} to make this right. 

We truly value you as a customer and apologize for the inconvenience this caused.

Please let me know if I can help with anything else.

{{Current agent first name}}

2) Escalate to technical support 

Hi {{Customer first name}},

Thank you for reaching out and letting us know about your experience with us. This is not up to our standard and I've passed this along to our team to ensure this doesn't happen again.

I have CC’d {{Technical/Lead agent first name}} on this email. They will be able to figure out what happened here and will follow up to ensure that we resolve this for you. 

{{Current agent first name}}

3) Customer hasn’t received a response or resolution to their problem

Hi {{Customer first name}},

Thank you for following up with us. 

We sincerely apologize that we didn’t get back to you — we’ve been overloaded with requests lately and yours slipped through the cracks. This is not the type of support experience we strive to provide. 

To answer your original question {{Provide context and a resolution to the original issue or request}}. 

I hope this helps! 

All the best, 

{{Current agent first name}}

Customers with no clear reason to be upset

1) General, sincere apology 

{{Customer First Name}},

Thanks so much for your feedback on {{Concern or issue they had with the brand or their experience}}.

We strive to provide an amazing experience for all of our customers, and sometimes we fall short of doing that. We sincerely apologize for the experience you’ve had with our brand. 

As a token of our appreciation, we’d like to offer you {{Discount code, free gift, free shipping on next order; whatever aligns with your policy}}. 

Have a great day, 

{{Current agent first name}}

2) Reply to a bad customer review 

{{Customer First Name}},

Thanks so much for your feedback on {{Customer survey, review site, etc.}}.

I wanted to check in and get a little more information from you about your experience. This will help our team improve future experiences for you and other shoppers. If you’re open to it, you can just reply to this email and share your thoughts.

Thanks for your time, 

{{Current agent first name}}

How to identify an angry customer (with examples)

Angry customers use harsh language and accusatory words, and often make demands to your company or service team. 

Some examples of phrases and words to look out for include:

  • I’m very frustrated 
  • I’m upset because… 
  • I needed this for an {{important event}} and it’s not here
  • You need to fix this right away 
  • This is all your fault 
  • I’ll never shop with you again 
  • This is ridiculous 

Additionally, keep an eye out for any language that includes profanity.  

As your team grows, you can also use a helpdesk with Intent and Sentiment Detection, which automatically scans tickets to tell you what a customer’s looking for and how they’re feeling. The main benefit is that you can send different automatic responses depending on the customer’s intent and sentiment. 

Tools like Gorgias can identify a ticket

         

How a frictionless customer experience can prevent angry customers

While every brand deals with angry customers from time to time, the best ones design a customer experience that, hopefully, doesn't produce so much frustration. Customer experience is a broad term, but there are a few areas of opportunity to mitigate customer frustration more proactively. 

Build customer self-service resources 

Customer self-service resources is a type of customer experience automation (CXA) that allows customers to quickly solve their own problems. They include:

Provide self-service solutions that improve the customer experience and proactively answer the customer

         

Being able to self-serve information gets them an immediate resolution and saves them the time and hassle of reaching out to you. You might be surprised how many angry emails you avoid by: 

Create a seamless post-purchase experience

A positive post-purchase experience sets the customer up for success from the very beginning, starting with quick order confirmation emails to fast order fulfillment and going all the way to returns

A great post-purchase experience involves: 

  • Figuring out the touchpoints on your customers’ journey where you need to be in contact with them 
  • Setting up email campaigns like welcome emails, order confirmation details, shipping and tracking information, an order tracking page, and notifications when an item gets delivered
  • Providing a fun and exciting unboxing experience
  • Sharing links to your help center and to how-to content for assembling and using your products
  • Creating a simple returns and exchanges portal via a tool like Loop Returns 
  • Share information about rewards and loyalty programs 
  • Ask for feedback, both positive and negative, and implement it 
  • Involve new customers in your brand community
  • Provide omnichannel support to meet new customers where they are 

Introduce faster support channels 

If customers need to reach out to you to ask a question, either pre or post-purchase, your best bet is to make it quick and easy to do so. Channels like live chat support, social media support, and SMS messaging support are more immediate channels where customers can see fast responses. 

Live chat and social media, for example, can help you make more sales by answering product questions to quell any objections before a customer makes a purchase. Water filter brand Berkey Filters even advertises their faster channels (live chat and SMS) on the website to steer customers to those fast channels:

image
Berkey Filters
         

The quicker and more seamless you make getting support for your customers, the more likely they are to reach out to you when they have a problem, rather than simply not purchasing from you again. 

In addition, some customers look at what support options are available before they make a purchase. Having these options available can help shoppers feel more comfortable and confident that if they have an issue, you’ll be there quickly to help them resolve it. 

📚Recommended reading: Check out our CX-Driven Growth Playbook for a more robust list of tactics to improve your customer experience, reduce customer anger, and boost revenue by up to 40%.

Are you ready to improve your customer service copy?

You’re now fully prepped to polish your customer support email copy, so even the most unhappy customers walk away happy. Exceptional copywriting isn’t rocket science; it's a skill you can certainly nurture over time, so keep practicing and paying attention to customer responses.

And when you pair great customer service copy with the right customer service automations, you can delight customers at scale. How? You can respond to low-impact tickets (like, "Where is my order?") with helpful, dynamic responses so you have more human time to deal with high-impact tickets like angry customer complaints.

And you don’t need us to tell you that happy customer relationships lead to higher profits. Check out our guide to customer service ROI to learn how to translate your customer service into meaningful business results. 

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Building delightful customer interactions starts in your inbox

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