Being available to customers is critical to brand equity and staying competitive, as customer interactions are crucial to drive connection and revenue. The smartest way to scale high quality customer interactions is through an AI-powered, automation-first strategy... and Ada and Gorgias have partnered up to do just that!
With Ada’s conversational AI and Gorgias’ helpdesk, your team can scale to wow every customer.
When your customers need a human touch, Ada automatically creates a case for your team in Gorgias with all the relevant details - driving agent efficiency, reducing handle time, and improving customer experience.
"Both the Gorgias and Ada teams are proactive about providing support and helping people do more with their tools." - WOW Skin Science, Chief People & Change Management Officer, Lisa Del Duca
WOW Skin Science is a skincare and haircare company that combines time-tested ingredients from nature with innovative formulations backed by science to deliver 100% vegan beauty that works. A big pain point for them was the amount of repetitive questions their support team received about tracking updates, product ingredients and usage, and WISMO. They needed a process for streamlining and automating answers, and Gorgias and Ada were the perfect fit.
"To be honest, nothing compares to Ada. Once we saw the tool, there was no other option in my mind." - WOW Skin Science, Chief People & Change Management Officer, Lisa Del Duca
For WOW Skin, the set-up of Gorgias and Ada was seamless, and they didn't require any support from IT. Their team's favourite part about the tools are that they're highly efficient and user-friendly. They've been able to set-up the integration and scale their customer service impact without scaling their headcount.
"We find Gorgias really user-friendly and simple. It lets us automate what we need to automate. We looked at Zendesk and others and decided to stay with Gorgias because of its simplicity. Our agents can set up their own macros and rules without tech support getting involved." - WOW Skin Science, Chief People & Change Management Officer, Lisa Del Duca
Right now they're using Gorgias and Ada to help automate tickets such as damaged product reports. One common problem for haircare brands is shampoo leaking during delivery. When a customer reaches out with this concern, the Ada chat function is able to collect all the necessary information needed in order to process a return, including asking for an image of the product. This means WOW's support agents only need to review the information and process the refund. In the future, their team plans to use Gorgias and Ada to proactively drive sales, ask customers questions, and send quizzes to potential customers that are lingering on a product to help them make a buying decision.
How to make the most of this integration
Non-technical CX teams can power personalized interactions for every customer using Ada’s codeless platform. Launch chat experiences your customers will love in under 30 days, with no dependence on IT. You can also avoid WISMO questions, as Ada and Gorgias will provide instant, real-time responses using no-code integrations to your order management system including Shopify, Magento, and more. You can also use Gorgias and Ada to make the first move - reach out to customers on your site proactively with personalized information or offers.
You can also use Ada's AI Chatbot to handoff a customer to a Gorgias live agent when needed. Watch the video below for more details!
"The key ingredients for stellar CX in modern ecommerce is speed, accuracy and personalization. Ada & Gorgias excel at these as independent platforms. Now that they work together, exceptional CX will become the new normal for merchants." - Philippe Roireau, VP of Business Development & Partnerships, Gorgias