Nick’s Top Advice:

• Sharpen your skills through classes, books, and other resources.
• Ensure your hires are all good communicators.
• Create rapport and maintain strong relationships with your network because this will pay off in your future endeavors.

Nick O’Brien didn’t think he would find himself back in the print packaging industry, a trade that’s been written in his family tree for four generations. Then 2015 came and Nick witnessed how difficult it was for New York City business owners to find print packaging suppliers. This reignited a fire in him, pushing Nick to start his own print packaging business called Templi in 2017.

Don’t end up non-technical

There were already “two big strikes” against Nick starting as a non-technical and solo entrepreneur. Although he had spent his younger years working for his family’s print shop Concept Print, Templi was new territory. Not only was there printing to worry about, there was also the coordination work of wrangling together a reliable group of suppliers, designers, and buyers.

He accepted this operations puzzle completely, “I worked through it by realizing, know what you don't know, and trying to get 1% better and more technical every day.”

Nick took it upon himself to fill in the gaps even without a background in business. Code Academy, an online learning platform for coding, was foundational to Nick’s learning and helped him overcome early obstacles. “You can’t run away from learning,” he says, “you have to try to get proficient in all of these areas before you make your hires.”

“You could start non-technical, but you shouldn't end up non-technical.”

Lead by example

The balance between leader and learner was hectic in the early days of Templi, and Nick could only survive as a one-man operation for so long. Building his team was ultimately a self-assessment of what duties he could and couldn’t handle as a founder. He was “basically replacing [himself] with the things he felt were the most easy to train — like customer service, bookkeeping, artwork.” 

For those beginning the hiring process in their startup, he advises to “start small with the technical hire to keep your costs low, then bring in administrative hires to relieve yourself of smaller tasks, so you can stay focused on sales and the customer relationship.”

‎Now, with 10 people on the team, maintaining a healthy workplace culture is top of mind. “Find people who are good communicators and who raise the standards of the team with each new hire.” As a CEO, that means being eager to receive criticisms from both employees and customers so you know which company standards need to be improved.

“How you deal with problems as CEO is how your culture ends up getting defined.”

Keep in touch with your network

In 2020, Templi was one of many U.S. businesses shocked by the global COVID-19 pandemic. When orders stopped coming in, Nick had to start selling personal protective equipment (PPE) to keep the business afloat, “I relied on some connections I had from living and working in China for a couple of years, and that gave us just enough money to keep the business going.”

Maintaining a network is crucial for Templi since they serve design agencies in charge of multiple brands. “Creatives, by nature, have higher standards, and if we do right by them, we make their life easier, they bring us more customers.”

“You may think that because you're in ecommerce, you're not physically connected to your customer, but I would implore you to get connected in every way you can — visit a customer, call them, understand deeply the problems you’re trying to solve. Those relationships will pay off for you and them.”‎ —Nick O'Brien on connecting with your customers

Optimize with speed-based KPIs

Nick often talks about iterating quickly, and to him, that means integrating customer feedback. He still makes sure to spend time with customers, whether he’s visiting their offices or getting their feedback through an email.

To make sure they’re on track, their KPIs address consistency and speed: “We're always trying to optimize for anything that involves those two things, like optimizing for repeat orders. We ultimately want to put these types of purchases on autopilot for the customer and create as much consistency as we can.”

Templi’s minimum order quantities (also known as MOQ) are at the high end of the spectrum, with coffee cup orders starting at a minimum of 2,000 cups per order and bar coasters at 2,500. At this level of manufacturing, printing errors and product defects can occur. How does Templi salvage them? Or, more importantly, how do they keep customers happy? 

“To retain a customer, sometimes you may not want to give a certain discount, but then you realize you need to retain them as best you can. That plays into your customer experience, doing whatever you can to keep customers happy, and optimizing the customer experience at every turn.” 

Focus and be present

When the work day ends, Nick comes home to his wife and three-year-old daughter. He is mindful about time, dividing his day into half-hour blocks. For Nick, a great day equates to 10-12 hours of focused work, which he uses carefully: “You need to be able to focus, turn off, and be present for your family.” 

Templi has already beat the odds of startup longevity as a seven-year-old business. Focus is also Nick’s mantra when it comes to leveling up Templi, “Just making those incremental improvements on focus is probably the best thing I've done in building the team.” 

Nick reminds aspiring entrepreneurs not to shy away from collaboration and to continue getting better 1% every day.

“I'm doing my best. I'm not perfect, so I always try and keep getting better everyday.”

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TL;DR:

• Live chat has a positive impact on customer loyalty, sales, and revenue.
• Predefined responses save time and ensure consistent quality.
• Templates for greetings, handling angry customers, managing returns, boosting sales, and ending chats positively.
• Leveraging automation through chatbots can enhance efficiency.
• Balance personalization and efficiency when using live chat templates and scripts.

79% of companies say that live chat has had a positive impact on customer loyalty, sales, and revenue. However, delivering consistently high-quality live chat experiences can be a challenge, especially when live chat agents repeatedly encounter the same questions and inquiries. 

By using a set of predefined responses, you’ll enable your customer service team to save time, ensure consistent quality, and offer a smoother customer experience.

Whether you’re just starting to build out your live chat support strategy or looking to streamline your existing processes, here are some live chat response examples for the most common scenarios your support team will encounter.

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Live chat templates that greet customers

Getting the initial interaction right sets a positive tone and builds rapport with customers. First impressions count! Here are some templates to help your agents start the conversation on the right foot.

Template 1) “Hi there! Thanks for reaching out to [business name]. My name is [agent name] and I’m here to help. What can I support you with?”

Template 2) “Hey and welcome to [business name]! I’m [agent name]. What brings you here?”

Template 3) “Hello! This is [agent name] from [business name]. Thank you for reaching out. How can I help?”

Template 4) “Hi! Thanks for reaching out to us. I'm [agent name]. If you have any questions about [business name] and our [products/services], let me know!"

Personalized, templated greetings like these help live chat agents balance a consistent brand tone with efficiency.

Live chat scripts to address angry customers with care

Dealing with angry customers can be challenging, but having the right scripts on hand can make a big difference by speeding up resolution times and improving customer satisfaction. Here are samples of canned responses for de-escalating tense situations:

Template 5) “I really appreciate you reaching out to us to let us know this happened, [customer name] – I’m going to help resolve this for you right away. In order to get this sorted out, can you please share [photo, more information, etc] with me?”

Template 6) “I am so sorry for the inconvenience that you’ve experienced. That’s not the customer experience we strive for at [company name]. Let me look into this further and see what I can do to make this right. If necessary I can talk with my team to see what else we can do.”

Template 7) “[Customer name], I so apologize for the error on our end. I’m going to look into this for you right away. It should only take a couple of minutes. Thanks for your patience!”

Template 8) “I’m sorry to hear that you’ve experienced this issue and I apologize for the trouble. Let’s work together to find a solution that you're happy with.”

By acknowledging the customer’s frustrations and demonstrating a genuine desire to help, your live chat agents can turn a potentially negative situation into a positive one. That's something that Ren Fuller-Wasserman, Director of Customer Experience at bidet brand TUSHY, feels strongly about:

“We’re fervent believers that even the worst customer experiences are actually opportunities ripe for the Poo-Rus to convert into meaningful customer interactions, experiences where we can show a customer that we’re truly listening and have heard their concerns.

We can’t always solve every problem, but our customers knowing that they have a real live pooping human supporting them through their woes has been invaluable in building lifelong product and brand relationships.”

📚 ‎Recommended reading: How TUSHY Approaches Customer Service vs. Customer Experience

Templates to streamline returns, cancellations, or exchanges

Handling returns, cancellations, exchanges, and other routine customer requests can be tricky, but having the right scripts can help ensure a smooth process. The following live chat examples can guide your agents through the necessary steps while providing a consistent high-quality experience for your customers.

💡 ‎Tip: Gorgias's integration with Shopify means all customer context, like their contact information, past orders, order numbers, and shipping status are available for each agent, right in the customer sidebar. No switching tabs or asking customers for simple details again!

Template 9) “I can definitely assist you in returning or exchanging that item. In order to get the process started, can you send over your [order number, email, etc.]?”

Template 10) “I understand you’d like to cancel your order. Let me review the status and see what I can do. Can you provide me with [cancellation reason, order number, etc]?”

Template 11) “[Customer name], Confirming that I've canceled your order [number of last order] and issued a refund. As a reminder, the refund can take [# of days] to process. We refunded the original amount to the same credit card you used to make the purchase.”

Template 12) “No problem, we can certainly process an exchange for you. Could you let me know the item you’d like to exchange and the new item you’d prefer? ... Ok, I’ve swapped out [item name] for the [item name] you originally selected. Can you please confirm that the following [billing information, address, etc] on file is correct? … Is there anything else I can help with?”

Gorgias has empowered clients like Marine Layer, a clothing retailer known for its fun, vibey brand and high-quality clothes, with numerous retail locations and a strong online presence to excel by using templates.

Emphasizing customer-centric experiences, Marine Layer has harnessed chat scripts to streamline and harmonize communication and reduce first response time, resulting in a 68% decrease in resolution times. This approach, featuring clear, brand-aligned messaging, has significantly boosted online successes, enhancing customer support efficiency, customer satisfaction, and increasing online orders.

Discount coupon templates 

Who doesn't love a good discount code? Letting shoppers know that you're running a promotion can help take them from browse to checkout.

💡 ‎Tip: Gorgias Convert can automatically trigger coupon codes based on different behaviors. For example, yoga brand Manduka shares a discount code in chat when a shopper looks like they're about to exit the website.

Template 13) “Hey there [customer name]! Good news: [company name] is offering a discount on [promotional item or discount amount]. Questions? Let me know!” 

Template 14) “I noticed you’ve been browsing our [product department name/category] collection. I wanted to let you know that we have a special bundle deal that includes [detail the deal]. Let me know if you want to learn more!”

Template 15) “I have some great news - we’re currently offering [discount percentage] off your entire order. Would you like me to apply that discount to your cart? “

Template 16) “Just to say thanks for being awesome, I’d like to offer you an exclusive [discount percentage] off coupon code to use on your next purchase.”

By adapting their approach, agents can elevate a simple sales pitch into a valuable, personalized experience. Through chat scripts, agents are equipped to inform website visitors about general information and perks such as qualifying for free shipping or securing a discount, serving as effective conversation starters that incentivize visitors to make a purchase before leaving a website.

Templates for managing out-of-stock items 

Handling out-of-stock situations in response to customer requests can be a delicate balancing act. On one hand, you have disappointed customers who were eager to make a purchase, on the other, you have the realities of inventory management. With the right chat scripts, agents can maintain a positive experience. Try:

Template 17) “Oh shucks! [product name] isn't available right now. But, it will be back soon. Would you like me to put you on a waitlist so you’re the first to know when it’s back in stock?”

Template 18) “I apologize, but it looks like the [product name] you’re interested in is currently out of stock. We’re expecting a new shipment in the next [number range] business days. Why don’t you provide me with your email address or phone number and I can notify you by email or text as soon as it’s back in stock?”

Template 19) “Unfortunately, the [product name] is sold out at the moment. However, I’d be happy to suggest some similar items that are available if you’d like?”

Live chat templates to help boost sales

When customers are actively browsing your site and adding items to their cart, using proactive customer service messages in your chat scripts can provide valuable guidance and encouragement to help seal the deal.

📚 ‎Recommended reading: How to Leverage the Power of Live Chat for Sales

Here are some scripts that team members can use:

Template 20) “The [product name] is one of our best sellers! Other shoppers love it for its [key feature] and [key feature].”

Template 21) “I noticed you’ve been looking at the [product name]. What questions about it can I help answer?”

Template 22) “Based on the items you’ve been exploring, I think you might really like our [product/service] line. It has [key features/benefits] that are designed for [features]. Does this sound like it could be a good fit?.”

The key is to strike the right balance between guiding the customer and empowering informed decisions. As Shinesty – a rapidly growing, innovative apparel brand known for its distinctive, themed underwear and custom-branded collections – gets it right. “We got a lot of praise from our customers, and they talk highly of our CX team after 1:1 interactions.” – Molly Kerrigan, Senior Director of Retention at Shinesty.

By leveraging these sales-boosting live chat scripts, your customer service team can provide the high-touch service customers appreciate in real time and drive more conversions.

Tactful cross-selling and upselling chat scripts

Offering upgraded products can be a great way to increase your agents’ average order value. These templates can help your live agents navigate the cross-sell and upsell process with finesse.

Template 23) “Since you’re interested in the [product name], I wanted to let you know that we also offer a [upgraded product name] with [additional feature] and [additional feature]. Want to learn more?”

Template 24) “I noticed you had [product name] in your cart. [Product name] is the perfect compliment. Together, they [benefit] and [benefit].”

Template 25) “Great choice on the [product name]! While you’re here, I wanted to mention our [bundled product name] – it includes the [original product name] plus [additional item] and [additional item] for a discounted price. Let me know if you have any questions!”

By focusing on the customer’s needs and offering genuine value, live chat agents can turn these interactions into a win-win for both shoppers and your business. 

Templates for ending chats on a positive note

Just as important as starting the conversation on the right foot, wrapping up the live chat conversation with a positive tone can leave a lasting impression. Here are some live chat templates to help agents gracefully conclude the conversation:

Template 26) “Is there anything else I can assist you with today? I’m happy to help. … If there is nothing else, feel free to reach out at any time with any more questions. Have a great day!”

Template 27) “I’m so glad we could resolve your issue today! If you need anything else, just send us a message any time. We're online during [hours] if you need a speedy response. Take care!”

Template 28) “Thanks for reaching out! Don't hesitate to shoot us a note if you have any other questions in the future. ”

Template 29) “Thanks for reaching out and letting us know about your experience with us! Have a wonderful rest of your day.” 

Template 30) “Thanks so much for your order! I hope you love your new purchase!”

By leaving customers feeling valued and supported, agents are setting the stage for future positive interactions. The idea is to ensure the customer is happy. In fact, 91% of customers say good service is essential and makes them more likely to purchase from the company again. 

Leverage automation for efficiency

While live chat templates and chat support scripts can significantly improve the quality and consistency of your customer support, automation takes things to the next level. 

Gorgias Automate can handle routine, high-volume inquiries, provide a seamless customer experience, improve efficiency, resolution times and save you money. By combining the power of live chat templates and the efficiency of Automate, you can empower your live chat agents and support team to focus on more complex issues that require a human touch, enhancing the customer experience.

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TL;DR:

• AI Agent, Gorgias’s conversational AI tool, uses your Help Center as its primary knowledge source to autonomously handle over 30% of customer email inquiries.
• Ensure your Help Center articles address all relevant topics such as shipping, orders, product information, and account management.
• An updated Help Center boosts AI Agent's ability to deliver accurate and relevant responses.
• Ready your Help Center for the upcoming AI Agent beta in May 2024 by using our 50+ article templates.

Your Help Center is a great resource for sharing information with customers. And as AI technology transforms customer support, the Help Center now also serves as a data source that provides AI with the knowledge to answer questions.

Gorgias’s AI features function by drawing on information from knowledge sources. For example, Gorgias’s AI can draw upon your past support tickets to generate Help Center content. Likewise, our upcoming AI Agent uses your Help Center to write and send answers to customer questions.

Our AI Agent is coming July 1st (with a Beta starting in May). Below, we'll explain why an up-to-date Help Center that covers all your policies is the best way to prepare for AI Agent, gain admission to the Beta, and resolve 30%+ of your email support interactions.

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Help Center: The foundation of AI Agent’s knowledge

AI Agent is a conversational AI tool that answers customer support emails by learning your brand’s policies and processes from your Help Center. It can understand a wide array of questions and generate unique responses that are helpful, personalized, and accurate.

Unlike AI tools like ChatGPT or Gemini, which are trained on public information, AI Agent specifically works with your data. Its first layer of support is your Help Center, a database of articles about your products and policies. From there, you can complement its knowledge with data from Macros and connected ecommerce tools like Shopify. 

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With AI Agent as your level 1 support, your team can focus on escalated or VIP tickets and other projects you may not currently have time for. 

The crucial step to fully prepare AI Agent is to make sure your Help Center articles are accurate and up-to-date. You don’t need to have your Help Center published or linked on your website — however, articles must be published and not saved as drafts. 

How to tell if your Help Center is ready for AI Agent

To hit the ground running with AI Agent, your Help Center must meet a few criteria. Here’s a checklist to prepare your Help Center:

✔️ Answers all relevant topics

Ideally, customers should find answers with just one click. You can achieve this by publishing articles that answer your customers’ top concerns. 

We’ve compiled the most important Help Center articles to have, with the starred questions being essential to include. You can skip to the bottom of this post to find templates for these topics: 

Shipping & Tracking

• ⭐️ Where is my order? (WISMO)
• ⭐️ How do I track my order?
• ⭐️ How do I get my tracking number? 
• ⭐️ How much does shipping cost?
• ⭐️ Do you offer free shipping?
• ⭐️ International shipping / do you ship worldwide?
• ⭐️ Do you offer expedited shipping?
• ⭐️ How long does delivery take?
• Why can’t I track my order?

Orders & Payment

• ⭐️ Can I edit or add anything to my order?
• ⭐️ How do I apply promo/discount codes?
• What methods of payment do you accept?
• Where do I get promo codes/discounts?
• My promo code isn’t working
• Forgot to add a promo code (but already purchased)
• How do Shop Pay installments work?
• How do I update the billing information on my order?
• How do I purchase a gift card?
• How do I use a gift card for my purchase?
• Do you price match for sales?

Order Issues

• ⭐️ What is your return/exchange policy?
• ⭐️ What is your cancellation policy?
• ⭐️ How do I initiate a return?
• ⭐️ How do I initiate an exchange?
• ⭐️ How do I cancel my order?
• ⭐️ How do I get a refund?
• ⭐️ Order is marked delivered but not here
• ⭐️ What do I do if I receive the wrong item in my order?
• Right product was delivered but wrong size/style/color/etc.
• Item is missing from my order
• Does not fit/not true to size
• I’m having a reaction to the product
• Order damaged

Product Information

• Sizing
• Styles
• Materials/Ingredients
• Product recommendations
• How to use this product
• How long does this last?
• How to store this product (if it’s perishable)?
• Product care / washing / cleaning
• Differences between similar products

Accounts/Subscriptions

• ⭐️ How do I use these benefits/rewards points?
• ⭐️ I’m having trouble logging in
• ⭐️ How do I cancel my membership/subscription?
• ⭐️ How do I skip a subscription shipment?
• ⭐️ How do I update my subscription items?
• How do I set up an account?
• How do I become a member/subscriber/loyalty program?
• What are the member benefits? Why should I sign up?
• I forgot my password / Reset my password 
• How do I change my default address?

✔️ Up-to-date and accurate articles

As an online business, your information constantly changes, including policies, product updates, and brand revamps. Review older articles, particularly those over a year old, to ensure the information is still accurate. 

Here are the most important elements to update: 

• Policies, e.g. international shipping, order processing times, return windows, your contact details
• Product names and availability
• Links (to key pages on your website or self-service portals)

✔️ Includes important links

If your articles point to other web pages, you’ll want to make sure the right texts are hyperlinked, and the links do not lead to 404 pages.

Some important links to include:

• Order tracking portal
• Returns & exchanges portal
• Loyalty program portal

💡 Pro Tip: Avoid including statements in your articles like, “To resolve this issue, contact us at [email]” as this confuses the AI Agent.

✔️ Articles are published

Ensure your articles are published so AI Agent can learn from them. Whether the article is Unlisted or Public, you must take them out of Draft mode. An article left in Draft mode remains invisible to AI Agent. To confirm that your article is published, check the top right corner of the editor to ensure the article is “Published” and not “Unsaved.”

That said, if you’re not ready to share your Help Center with customers,  you don’t need to publish the Help Center itself.

Related: How to boost your Help Center’s visibility

How to build a Help Center as quickly as possible

If you don’t currently have a Help Center, you can set one up and start filling it with articles within a couple of hours. Below are three strategies that will let you create the most comprehensive Help Center, fast.

1) Use AI to create articles

When you create a Help Center on Gorgias, you can access the AI Library. The AI-generated articles are based on your past conversations with customers and their concerns. You can edit them to suit your brand voice and policies.

As of now, only accounts with a single Shopify store connected have access to the AI Library. We expect multi-store accounts to gain access to this feature by mid-May 2024.

Related: Our AI Library Help Doc

2) Use article templates

Accelerate the setup of your Help Center by using pre-written article templates. These templates cover common customer inquiries and ensure consistency in response quality and format. 

Gorgias offers six ready-to-use Help Center article templates that cover essential topics. These templates enable you to quickly establish a strong database without wasting agents’ time.

3) Leverage existing content

Take stock of your existing content, such as FAQs, product guides, and blog posts. Convert this content into Help Center articles and properly categorize them based on the topic for seamless user navigation.

💡 Pro Tip: Each article should only ask one question. This helps AI Agent to easily decipher the purpose of each article.

50+ Help Center Article Templates with Answers

To speed up Help Center creation, we’ve provided article templates covering topics from shipping and tracking and account creation to product information. Simply edit the details and add the necessary links based on your policies.

Shipping & Tracking

⭐️ Where is my order? (WISMO)

To check the status of your order, please visit our Order Tracking Portal and enter your email address and order number. We update our tracking information as soon as it is available.

⭐️ How do I track my order?

Once your order has shipped, we'll send you a confirmation email with a tracking link. Click on the link to view the latest updates on your order and its estimated delivery date.

⭐️ How do I get my tracking number?

Your tracking number will be emailed to you when your order ships. If you haven't received it, please check your spam folder. If it's not there, please contact our customer support team.

⭐️ How much does shipping cost?

Shipping costs vary depending on the weight of your order and the destination. To view shipping costs, simply add items to your cart, proceed to checkout, and enter your shipping address. The applicable shipping fees will be displayed before you finalize your order.

⭐️ Do you offer free shipping?

Yes, we offer free standard shipping on orders over [$#]. A standard shipping fee will be applied to orders under [$#].

⭐️ Do you ship worldwide?

We ship to [#] countries worldwide. Shipping costs and times vary depending on the destination. For detailed information and to see if we ship to your country, please visit our international shipping page.

⭐️ Do you offer expedited shipping?

Yes, we offer expedited shipping options for most locations. You can select your preferred shipping method at checkout. Additional charges will apply for expedited shipping.

⭐️ How long does delivery take?

Delivery times vary depending on the destination and the shipping method selected. For standard shipping in [country], expect your order to arrive within 5-7 business days. International orders may take 10-20 business days. 

Why can’t I track my order?

If you can’t track your order, it may be for several reasons: the tracking information is not yet available, the tracking number is incorrect, or there may be a delay in the tracking system updates.

Please allow up to 24 hours for your tracking information to become available after receiving your shipping confirmation email. If you still face issues, contact our customer support team for further assistance.

Order & Payment

⭐️ Can I edit or add anything to my order?

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.

⭐️ How do I apply promo/discount codes?

To apply a promo or discount code, proceed to checkout and enter your code in the 'Discount Code' field. Click 'Apply' to see your new total before finalizing your order. Only one code can be used per order.

What methods of payment do you accept?

We accept various payment methods including Visa, MasterCard, American Express, and PayPal. 

Please note that we do not accept personal checks or money orders. 

Where do I get promo codes/discounts?

To get promo and discount codes, make sure to subscribe to our newsletter, check our homepage, and follow us on social media to get the latest deals. 

My promo code isn’t working.

The promo code you entered may not work due to an incorrect input (check that you have entered the right letters and numbers), specific conditions (like minimum spend), or an expiry date. If you continue to experience issues, please contact our support team for assistance.

I forgot to add a promo code but already made a purchase.

If you forgot to apply a promo code at checkout, please contact our customer service team as soon as possible. Depending on the status of your order, our team may be able to apply the promo code for you.

How do Shop Pay installments work?

Shop Pay Installments allow you to split your purchase into multiple payments, interest-free. At checkout, choose Shop Pay, select 'Installments', and follow the prompts to set up your payment plan.

How do I update the billing information on my order?

To update your billing information, you may log in to your account and change your information from the Account Settings page. If you do not have an account, please contact our customer service immediately.

How do I purchase a gift card?

Gift cards can be purchased directly from our website. Visit our gift card section, choose the amount, and complete the purchase. The gift card will be directly emailed to you or to the specified recipient.

How do I use a gift card for my purchase?

To use a gift card, enter the code in the 'Gift Card or Discount Code' box at checkout. The value of the gift card will be deducted from your order total.

Do you price match for sales?

We offer price matching for sales within [specific timeframe] of purchase. If an item you’ve bought goes on sale within this period, please contact our customer service to adjust the price difference. Note that certain conditions may apply.

Order Issues

⭐️ What is your return/exchange policy?

We accept returns and exchanges within [30] days of purchase. Items must be in their original condition and packaging. Some items may not be eligible for return. Please see our detailed return policy for more information.

⭐️ What is your cancellation policy?

Orders can be canceled within 24 hours. After this period, we may not be able to cancel your order as it might already be in processing or shipment.

⭐️ How do I initiate a return?

To initiate a return, please visit our Returns & Exchanges Portal and enter your order number and email address. 

⭐️ How do I initiate an exchange?

To exchange an item, please visit our Returns & Exchanges Portal. 

⭐️ How do I cancel my order?

If you need to cancel your order, please contact us immediately. If your order has not yet been processed, we will cancel it and issue a full refund. If the order is already processed, please refer to our Returns & Exchanges policy.

⭐️ How do I get a refund?

Refunds are processed upon receipt and inspection of the returned item. Please allow up to 10 business days for your refund to be credited back to your original form of payment.

⭐️ Order is marked delivered but not here.

If your order is marked as delivered but you haven't received it, please check around your delivery location and with neighbors. If you still can't locate it, contact our customer support for assistance.

⭐️ What do I do if I receive the wrong item in my order?

If you receive the wrong item, please contact our customer service immediately. We will arrange for the correct item to be sent to you and provide instructions for returning the incorrect item.

I received the right product but in the wrong size/style/color.

We apologize for any inconvenience caused. Please contact our customer service team within [#] days of receiving your order to initiate an exchange for the correct size/style/color. Visit our Returns & Exchanges policy for more information.

What should I do if an item is missing from my order?

We're sorry to hear that you're experiencing issues with your order. Please check your confirmation emails to ensure all items were included in your shipment. If an item is missing, please contact our customer service team immediately so we can resolve the issue.

What can I do if my item doesn't fit or isn't true to size?

If the item you purchased does not fit, you can return it for a refund or exchange it for a different size. Please refer to our Returns & Exchanges policy for details on how to initiate a return or exchange.

What should I do if I'm having a reaction to the product?

Your safety is our priority. Please stop using the product immediately and consult a healthcare professional as needed. To report a reaction and request a return or exchange, contact our customer support team. We also recommend checking the ingredients list to identify any potential allergens.

What should I do if my order arrived damaged?

We apologize for the inconvenience. Please take a photo of the damaged item and email it to our customer service department within [#] days of delivery. We will assist you with a return or exchange as quickly as possible.

Product Information

Where can I find sizing information?

Our sizing runs true to size unless stated otherwise.

For detailed sizing information, please visit our Sizing Guide page. The guide includes size charts and tips on measuring yourself to ensure the best fit.

Which style is best suited for my needs?

Our various styles cater to different preferences and requirements. For a breakdown of our styles and their best uses, please check out our detailed Style Guide.

What are the materials or ingredients used in this product?

We use high-quality materials/ingredients to ensure the best experience with our products. For a full list of the materials or ingredients in this product, visit the product page.

What product do you recommend for [trait/preference/condition]?

For [trait/preference/condition], we recommend our [Product Name], designed to provide a [benefit here]. 

How do I use this product?

For optimal results, follow these steps: 

1. Step 1
2. Step 2
3. Step 3
4. Step 4

How long does this product last and how should it be stored?

This product typically lasts [X amount of time] when used as directed. Store in a cool, dry place away from direct sunlight. For perishable products, refrigeration may be required. 

What's the best way to care for this product?

To maintain the quality of your product, we recommend [specific care instructions, e.g., machine wash cold, hand wash only]. For more detailed care instructions, please visit our Care Guide.

What's the difference between Product A and Product B?

Product A is designed for [specific use], while Product B is better suited for [different use]. 

Accounts/Subscriptions

⭐️ How do I use these rewards points?

You can redeem your rewards points at checkout. Enter the amount of points you wish to apply in the 'Rewards' field, and the discount will be applied to your total.

⭐️ I’m having trouble logging in.

If you're having trouble logging into your account, please try resetting your password using the 'Forgot Password' link on the login page. If you still experience issues, contact our customer support team for help.

⭐️ How do I cancel my membership/subscription?

To cancel your membership or subscription, please log into your account and navigate to the 'Subscriptions' section. You can choose to cancel your subscription from there. If you need assistance, our customer service team is here to help.

⭐️ How do I skip a subscription shipment?

You can skip a subscription shipment by logging into your account, going to the 'Subscriptions' section, and selecting the shipment you wish to skip. Please do this before the billing date for the next shipment.

⭐️ How do I update my subscription items?

To update the items in your subscription, log into your account and visit the 'Subscriptions' tab. You can add or remove products or change the quantities for your next shipment.

How do I set up an account?

Create an account [here] by using the same email address you ordered with.

Please note that if you haven’t created a password, you do not have an account. Additionally, signing up for our emails or ordering doesn't mean you have created an account.

How do I become a member/subscriber/loyalty program?

Become a member by visiting our Membership page.

What are the membership benefits?

You’ll earn many perks as a [company name here] member! Upon joining, you’ll receive a 10% off discount on any purchase. 

Plus, more benefits:

• Points for every dollar spent
• [$] off anytime you refer a friend
• A special birthday gift
• An anniversary gift

I forgot my password.

To reset your password, please click [here].

How do I change my default address?

You can change your default address from your Account settings.

If you need to change your shipping address for a current order, please [contact us].

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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.”

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

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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Customers who use chat support are 2.8 times more likely to convert than those who don’t. Despite its proven impact, misconceptions around chat’s limited scope — reducing it to only live interactions — persist, creating a missed opportunity for the online stores that could benefit from it the most. 

The reality is chat is a versatile tool that can adjust to company needs, whether it’s a self-service tool that runs on its own, a channel for providing live support, or both.

For ecommerce businesses on the fence about incorporating chat into their customer service operations, we're here to clear up five of the most common myths about chat’s functions, costs, and benefits. After that, we’ll lay out a five-step guide to efficiently set up chat so you can start delighting customers now. 

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What’s the difference between Live Chat and Chat?

Live chat is real-time communication that allows customers to interact with a customer service representative instantly. It's the digital equivalent of walking into a store and speaking directly with an employee.

On the other hand, chat is more than just live interactions; it includes automated responses that ensure customers receive support, even without agents. This hybrid approach allows businesses to deliver 24/7 customer support.

Chat solutions, like Gorgias Chat, blend live chat's on-demand nature with automation and AI. Chat allows businesses to provide support regardless of time zone and staff availability.

‎Five chat myths debunked

Confusion about what chat can do often discourages businesses from leveraging the powerful customer service tool. Below, we’ll be myth-busting five common misconceptions about chat to reveal its true potential.

Myth 1: Chat is expensive

Contrary to popular belief, chat can be a cost-effective solution to operate customer service. Brands can earn 10x more revenue by implementing chat and, in turn, operate a smaller support team. Support agents can be costly, so using chat to deflect tickets can be a quick way to optimize both time and budget.

Myth 2: Chat is only for big companies

Chat's usefulness transcends business size and breaks down silos in customer service by allowing customers to get answers on their own time. As a customer service tool, any business engaging with customers can benefit greatly from it to tackle pre-sales questions and resolve issues efficiently.

Myth 3: Chat requires staff to operate

As previously mentioned, chat can handle both live and automated interactions, which means no agents are required to manage it. Online stores can set up chat on their websites, allowing it to run 24/7. Businesses can decide whether to enable live chat or keep it fully automated.

Related: Customer service outsourcing: why, when, and how

Myth 4: Chat increases your tickets

Due to automation-based conversations in chat, ticket volume does not necessarily increase when customers use chat. A ticket is only created when a customer converses with a live agent. Unlike using social media as a support channel, chat empowers customers to self-serve and resolve issues on their own.

Myth 5: Chat decreases customer satisfaction

Contrary to popular belief, chat has a positive impact on customer satisfaction. Based on Gorgias data, brands experienced a 1% increase in CSAT when using automation, including chat. The improved satisfaction can be attributed to the efficiency of automated answers and the absence of wait times.

Myth 6: Email is just as good as chat

While email remains a staple, chat offers immediate engagement in the shopping flow that can create opportunities for upselling. For example, an on-site campaign toolkit like Gorgias Convert becomes a seamless extension of your sales and support strategy with the ability to recommend products within chat. 

Since chat simplifies the process of reaching out, it is also easier for companies to build trust with their customers. The fewer hurdles customers have to jump over to get an answer, the more readily they will trust your brand.

Read more: You’re doing it wrong: better ways to use email as a customer service channel

The best Chat setup in 4 easy steps

Now that you know chat isn’t expensive and can give you a great return on investment, you can start making the most of it. Here’s the optimal way to set up chat in four, simple steps.

1. Customize your chatbot avatar

A study from the University of Göttingen found that customers value clarity on whether they're conversing with a bot or a human agent. Their satisfaction did not dwindle when issues went unresolved, knowing they were interacting with a chatbot.

You can add “Bot” to your chat name on Gorgias whenever automated messages are sent. Enabling this improves the customer experience by letting them know exactly who they are talking to.

In addition, customizing your chatbot avatar to your company logo instead of leaving it as the default robot avatar adds a personal touch. If live chat is enabled, uploading individual profile photos for your agents will help customers feel more comfortable since they’re able to associate a face with the agent they’re talking to.

2. Set up Quick Responses to answer frequently asked questions

Frequently asked questions can quickly dominate your inbox, but with Quick Responses, you can offer fully automated answers. This allows you to provide customer service on an international scale without worrying about increasing agent workload.

Gorgias Automate upgrades your customer experience with an entire automation toolkit that includes Quick Responses in Chat. You can display up to six Quick Responses at a time, providing customers with immediate answers to their questions.

3. Set live chat hours

While many assume live chat needs to be available for extended hours, the truth is that live chat hours can be tailored to what suits your brand best, even if that's just one hour a day. The key is to clearly communicate when an agent will respond to customers outside of these hours. 

Customers prefer live chat because of the lack of wait times, so if you’re offering live chat, be sure your agents meet customer expectations by answering chat conversations in 30 seconds. Strengthening customer relationships is crucial to building trust and, therefore, increasing your ecommerce retention rate. On Gorgias, setting your business hours will directly update how Chat appears to customers.

4. Build a Help Center to provide Article Recommendations in Chat

A help center is a database of articles that range from frequently asked questions and guides to video tutorials and policies. On Gorgias, Chat can use your Help Center articles to enrich automated answers with detailed information. For instance, fashion and apparel stores can create a sizing guide article, which Chat can then reference, guiding customers directly to the information they need. 

Accomplish the work of 3 agents with Gorgias Automate

Gorgias Automate enabled luxury luggage company July to handle the equivalent workload of three extra agents. With tools like Chat, July went from handling repetitive queries to focusing on more significant customer issues. This significant change enhanced their support efficiency and customer satisfaction. 

Want to become a success story? Discover how Gorgias Automate can streamline your support workflow and elevate customer experience. Book a demo today.

Since ChatGPT was introduced in November 2022, customer service automation has stormed its way into almost every industry, including ecommerce. This leap in technology has paved the way for companies to increase their support efficiency dramatically, as demonstrated by the buy-now-pay-later service Klarna, which recently resolved two-thirds of customer service chats with AI. 

The business gains arising from automation are evident. Faster and smarter tools mean less time handling mundane tasks and more time improving the customer journey with meaningful conversations, personalized experiences, and seamless upselling opportunities.

At Gorgias, our mission is to elevate customer experiences with automated solutions. To determine the impact, we analyzed data from over 14,000 merchants who use automation compared to those who do not.

Our data revealed a 36% increase in repeat purchases, a 37% reduction in first response time, a 52% reduction in resolution time, a 27% decrease in the ticket-to-order ratio, and a 1% increase in CSAT when automation is used.

These compelling results assert our belief in automation as the next, inevitable step for scaling support teams.

“AI is going to help us transform ourselves into deeper thinkers by taking over simple, standardized functions” —Ron Shah, CEO and Co-founder at Obvi 

The shift in customer service: doing more with less

Before automation, customer service teams scrambled to hire more agents as their customer bases grew. When Black Friday and other peak seasons arrived, hiring more agents was the Band-Aid fix. Today, companies are opting for leaner support teams as automation allows them to do more with less. The benefit? Teams can scale and improve the quality of service without temporarily bringing on new staff.

Automation works like a junior support agent but at a higher efficiency. It can handle frequently asked questions like where is my order? and customize responses according to brand voice. So, as repetitive tasks are handled in the background, agents can focus on more complex tickets, such as product-specific questions or technical issues that require troubleshooting.

“Before, agents had to handle it all. Now, they rarely take a ticket about frequently asked questions. They’re only handling escalations, special product-related questions, and things like that.” —Caela Castillo, Director of Customer Experience, Jaxxon

Automation is redefining customer experiences

The flexibility of automation makes it the ideal tool for personalized customer service. Aside from being a keyboard shortcut or macro, automation can be a hands-off assistant that can engage customers and influence as much as 25% of revenue.

At Gorgias, automation is at the core of our products, powering almost every feature in Helpdesk, Automate, and Convert. It allows merchants to deliver delightful and personalized customer interactions across various channels and touchpoints in the customer journey.

While automation is only one of many factors, we’ve found it to positively impact support performance metrics. Based on our data, merchants who used automation saw clear improvements in repeat purchase rates, response times, resolution times, tickets per order, and CSAT scores.

Automation led to 36% more repeat purchases

Retaining customer loyalty is challenging even when brands launch loyalty programs, as customers are discouraged by the effort required to receive rewards. However, Gorgias data shows that simply using automation can increase repeat purchase rates. Within 28 days, merchants who automated up to 20% of tickets increased their repeat purchase rate by 8 points.

‎Yoga apparel brand Manduka used Gorgias Convert's on-site campaigns to influence customers to purchase multiple products. The campaign convinced shoppers to hit a $100 order total for free shipping by recommending small additional items they may be interested in. Their campaign brought in nearly $12,000, proving that automation can directly affect revenue.

“We want to be able to target our repeat customers who have purchased a lot, and say, ‘Welcome back! Here's a new product that would go wonderfully with the item you bought last time.’ It would be a wonderful translation of the in-person retail experience where staff know what you like, so they can assist you better.” —Jessica Botello, Customer Service Manager at Manduka

Automation accelerated first response time by 37%

‎Automated responses resolve tickets in zero seconds and result in faster first response times. On average, merchants using automation respond 37% faster than ones who don’t automate customer service.

Responding to customers as quickly as possible is especially important during busy seasons like Black Friday and Cyber Monday so that revenue-generating questions don’t get pushed to the backlog. The customer experience team at health supplement brand Obvi was able to drive 3x more purchases from support conversations compared to previous years.

Faster response times also mean agents are able to make stronger connections with customers. For Obvi’s CX team, it translated to more time to engage with their vibrant Facebook community:

“Instantly, our CX team had time to prioritize important matters, like being active in our community of 75,000 women instead of sitting answering emails.” —Ron Shah, CEO and Co-founder at Obvi

Customer issues are resolved 52% faster with automation

When customer tickets are automated, resolution times improve dramatically. Merchants using automation resolved tickets 52% faster than those without.

Automation is especially helpful in answering pre-sales questions. High-end luggage retailer July deflected 450 tickets a month immediately after activating Quick Responses, one-click FAQs that live in Chat. Their Head of Operations and CX, Alex Naoumidis, notes that setup was “so easy, with a huge payoff.”

This significant efficiency gain ensures customers are well-educated about their products, leaving agents time to personalize the rest of the customer journey.

Automation decreased ticket-to-order ratio by 27%

As automated responses provide quick solutions to customer issues, customers need to contact support less. Based on our data, brands that automate 10% or more of their tickets see a decrease in billable tickets per order. Brands with little to no automation do not see a significant improvement in the ticket-to-order ratio.

For apparel brand Shinesty, automating more than 10% of tickets greatly decreased the number of tickets per order by 27%. Self-serve tools like interactive conversations called Flows and Article Recommendations enabled customers to solve issues relating to discounts, subscription policies, and returns on their own.

“Automate would be useful for any ecommerce company that needs to lower their ticket counts, or wants to provide a more consistent experience.” —Molly Kerrigan, Senior Director of Retention at Shinesty

30 days of automation allow brands to scale faster

‎Thirty days after setting up automation in Gorgias, brands enjoyed a 1% increase in CSAT score, a 4.51 score compared to 4.46 for non-automating brands. Even though satisfaction only nudged an inch, the positive effects reached support teams, improving agent morale and team alignment.

Molly Kerrigan, Senior Director of Retention at Shinesty, emphasizes the importance of preserving quality customer interactions during growth, "We get a lot of praise from our customers, and they talk highly of our CX team after 1:1 interactions. We can’t lose that as we scale." 

Since Gorgias provides in-depth conversation analytics, CX teams are finally able to see their impact.

“Tracking customer satisfaction scores in Gorgias is a really big help to us. Before, we didn't know if we were doing well or not, but now we can see people like the service we provide. We use the KPI tracking data for internal monthly meetings to review performance and see where we can improve,” says Deja Jefferson, Customer Experience Manager at Topicals.

Clearly, balancing automation with personalization significantly improves the customer journey. Given that customers with positive customer experiences are 2.7 times more likely to do repeat business, the value of automation is unmistakable.

In the future, agents will be AI coaches

AI progress has advanced in a short amount of time. But to remind you, this is only the beginning of what automation and AI can do in customer service. We envision AI as a constant work in progress, meant to intake information until it is capable enough to handle more complex tasks. This means agents will spend more time building strong customer connections and finding ways the business can grow.

Gorgias is at the forefront of this evolution, developing automation and AI-driven solutions like an AI-generated Help Center, an AI Agent, a generative AI assistant that autonomously answers customer questions, and an Interaction Quality Score to measure and report on AI-customer interactions. Gorgias aims to transform how support teams and customers interact with AI, paving the way for more impactful customer experiences on a human scale.

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TL;DR:

• A Help Center is an article database for customers to get the answers they need without contacting a support team
• Create relevant Help Center articles by monitoring statistics like customer contact reasons, ticket intents, and CSAT scores
• Leverage SEO by including relevant keywords and internal links in articles
• Gorgias Automate can help promote your Help Center articles via on-site article recommendations

The Help Center is more than a database to make the lives of your agents and customers easier. It's also an ingenious way of creating brand awareness. By enhancing your Help Center's visibility, you carve new pathways for shoppers to discover your brand while solidifying your brand's reliability with loyal followers.

This guide delves into practical methods for increasing your article views and turning your Help Center into a dynamic hub with Gorgias. We’ll look at the basics of a Help Center, how to structure it based on statistics and SEO, and how to share it across multiple channels.

What is a Help Center? 

A Help Center is a knowledge database of articles addressing common questions about your products, services, and brand. It empowers customers to find solutions on their own without needing to contact your customer service team. 

A Help Center can include how-to articles, policies, answers to frequently asked questions, and more. Each article can also be supplemented with images, GIFs, and videos to better guide customers toward solutions. 

Two strategies to make your Help Center stand out

Boosting your Help Center's visibility involves two key elements: understanding customer concerns to create relevant content and using SEO to increase article views.

Focusing on your customers' specific needs and questions allows you to provide articles that directly address their concerns. 

Let’s delve into the two strategies you can use with Gorgias.

Strategy 1: Understand customer concerns to create relevant articles

The first step to creating Help Center articles is understanding your customers’ problems. Identifying their concerns ensures your content aligns with what questions need clarification.

Here are five ways to uncover customer concerns with Gorgias Statistics:

1) Monitor Ticket Tags

Tags are labels for categorizing tickets by topic or customer intent. Regularly reviewing tags helps identify common customer inquiries. Generally, the more a tag is used, the greater the need for clarity on that topic. 

On Gorgias, navigate to Statistics -> Ticket Insights -> Tags to see tag usage frequency. This view gives you an overview of popular tags. You can also adjust the view by filtering by app integration, channel, and date range. 

💡 Pro Tip: The most frequently used tags can help inform what articles you should include in your Help Center. Based on the screenshot below, it would be smart to create articles about FAQs and a Price Match policy. 

2) View Intent Statistics

Intent Statistics provide valuable insights into why customers contact support. By analyzing these statistics, you can understand the primary reasons behind customer queries. 

On Gorgias, go to Statistics -> Ticket Insights -> Intents to review the usage frequency of different customer intents.

This feature provides a clear bar graph view of customer concerns that are frequently mentioned in messages. You can also change the view using filters such as channel and date range.

3) Look into Contact Reasons

Another way to learn about your customers’ concerns is by looking at contact reasons. On Gorgias, Contact Reason is an AI-powered feature that identifies a ticket's contact reason from its message content. Reasons could range from cancellations and refunds to shipment issues and feedback. 

The Contact Reason is conveniently located at the top of each ticket, as shown in the image below.

4) Analyze low satisfaction scores and read negative feedback

While positive CSAT scores are gratifying, it's the negative feedback that truly helps improve your customer support.

To view Satisfaction scores on Gorgias, navigate to Statistics -> Support Performance -> Satisfaction. This section provides details on surveys sent, response rates, average ratings, and response distribution over three months. 

💡 Pro Tip: For deeper insights into CSAT scores, filter for scores of 3 stars or below. Analyzing lower ratings and their accompanying comments will help you pinpoint the exact topics your Help Center articles should address.

5) Create related articles from top-performing articles

Checking the performance of your articles can be the key to adding relevant articles to your Help Center while avoiding unnecessary topics.

On Gorgias, you can find individual article performance by going to Statistics -> Help Center -> Performance by articles. Articles are sorted from most viewed to least.

Here’s how to use article performance data to write relevant articles:

• 📈 Most viewed articles: These articles indicate the topics customers are most concerned about. Consider creating related articles that branch out from these top articles in order to increase information about a certain topic.
• 📉 Least viewed articles: These articles may be irrelevant to your general customer base, which means you can hold off on writing similar articles. On the other hand, these articles may also not be highly visible on your Help Center. Ensure customers can easily find them.

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Strategy 2: Utilize SEO to increase article views

SEO (Search Engine Optimization) isn't solely for your primary webpages. It's equally crucial for Help Center articles. Using SEO tactics in Help Center articles boosts their online visibility, but most importantly, they allow you to turn visitors into customers.

Here are some effective SEO strategies to apply:

1) Incorporate relevant keywords into articles

Using relevant and related keywords in an article can boost search visibility. Customers won’t always use the same search query, so anticipating their word usage will help capture all types of customers looking for your content.

On Gorgias, you can find out what keywords customers are searching for under Statistics -> Help Center -> Help Center searches. 

Here’s how to leverage search result data:

• Search terms with results: Use the most popular search terms as a guide for which keywords to include in existing articles.
• Articles clicked: Sometimes search terms will have zero articles clicked. This may mean users weren’t able to find exactly what they were looking for. Pinpoint the search terms with zero clicks and create articles accordingly.
• No search results: This is a list of keywords customers search for but don't find relevant articles for. Make sure to use these keywords in existing articles or create new articles for them.

💡 Pro Tip: Don’t forget to incorporate relevant keywords into your article titles, subheadings, and excerpts. There are two benefits to this: they make it easier for customers to quickly scan your content and enhance your brand's discoverability in search engines.

2) Update articles based on article performance

Again, data plays a crucial role in making your support and Help Center the ultimate resources. On Gorgias, the "Performance by articles" section allows you to track how well each article performs. Articles are sorted by view count, ratings, and the dates they were last updated.

Here’s how you can leverage the following types of articles:

• 📈 Most viewed articles: Feature your top-performing articles front and center in your Help Center to make them visible to customers looking for answers.
• 👎 Unhelpful articles: Update these articles thumbed down by customers as they may lack detailed and up-to-date information, internal links, and SEO. 
• ⌛️ Old articles: There may be a relation between poorly performing and outdated articles. Refresh your old articles accordingly.

3) Use internal links

Internal links are hyperlinks that point to other articles in your Help Center, creating a network of related content. This tactic helps to proactively address questions customers might not have considered, effectively reducing the load on your support team. 

Spread the word: share your Help Center articles across multiple platforms

To effectively increase the visibility of your Help Center articles, consider leveraging a variety of communication channels:

• Customer communications. Embed article links in customer interactions, such as order confirmations or support responses, to provide extra assistance.
• Email newsletters. Feature links to key articles in your marketing emails and newsletters to notify existing customers about your additional resources.
• Social media. Share your articles on social media to reach a broader audience and showcase your brand's expertise. You can also share them on forums and online groups to engage with potential customers.

Enhance Help Center performance with Gorgias Automate

Remember, a well-optimized Help Center is a powerful tool in building brand awareness and customer loyalty.

Do more with an AI-powered Help Center with the power of Gorgias Automate. Discover how our advanced tools can streamline your support processes and improve customer satisfaction. Book a demo today.

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TL;DR:

• Gorgias is committed to transparency and has made its People Resources public
• Sharing internal resources sets new industry standards for workplace satisfaction and culture
• Gorgias's People Resources include manager handbooks, training sessions, salary processes, and more
• Founders, HR leaders, prospective employees, and job seekers can benefit from Gorgias's People Resources

At Gorgias, we're avid believers in transparency. You'll find us documenting processes diligently, asking for feedback frequently, and addressing concerns openly. This may be surprising and even unconventional to most, but after witnessing its long-term benefits on employee satisfaction and engagement, our team is set on continuing the practice.

As a natural next step in our commitment to openness, we decided to make our People Resources available to everyone. These resources include documents and processes that outline how we operate at Gorgias, including how we approach the compensation process, performance reviews, and more. 

We invite you to delve into our resources, whether you’re a founder or a job seeker.

Why we're sharing our People Resources

Our decision to share our People Resources is driven by a vision that sets new standards for transparency in evolving corporate practices.

How Gorgias benefits

By opening up our resources to the public, Gorgias positions itself as an innovator and thought leader in the industry. Allowing our processes to be read and critiqued by others outside of the company gives way to perspectives we may not have considered.

We view our People Resources as living documents and as we drive discussions about transparent work culture, the opinions and critiques of others will be a constant source of value for us to continue improving our processes.

How other organizations benefit

For other organizations, accessing Gorgias' People Resources serves as a blueprint for building a positive and engaging workplace. By publicizing our processes, we hope to guide companies to create safer and more honest work environments, which in turn will improve employee satisfaction globally.

What's inside Gorgias’s People Resources

Our People Resources encompass a wide range of materials, including documents, processes, and additional resources. Here's what you'll find:

• Manager handbooks: Comprehensive guides about what a manager is at Gorgias and how they can lead teams with confidence and empathy.
• Training sessions: Detailed modules for leaders that combine theory and practice with roleplay.
• Career growth tracks: Clear pathways for personal and professional development within the company.
• Salary and compensation process: A transparent outline of how we recognize and reward our team members.
• Team well-being: Resources dedicated to maintaining a healthy and supportive work environment.

Read more: Why we don't increase salaries each year based on performance

Who can benefit from our People Resources?

Our People Resources are designed with a wide audience in mind, ensuring that anyone interested in building a positive team environment can find value. Here's who can benefit:

• Founders: Learn strategies for building a strong foundation for your team.
• HR leaders: Gain insights into effective team management, development processes, and how to cultivate a thriving workplace culture.
• Prospective employees: Meet the team and get a sneak peek into what working with Gorgias is like.
• Job seekers: Whether you're considering a role with us or elsewhere, our resources can help you understand what to look for in a company's culture and philosophies.

Where to access our People Resources

You can find our public People Resources on Notion.

If you're inspired by what you see and want to join our growing team, we invite you to check out our current job openings.

We look forward to welcoming you to Gorgias, where we will continue building a transparent and innovative workplace.