Set up, support, and sell with the Gorgias team by your side

You can set up Gorgias in a matter of days, but that's just the tip of the iceberg. You’ll work closely with our team of ecommerce experts to build new agents workflows and seamless shopper journeys. Make customer service your business's undeniable profit center.

START SEEING RESULTS IN WEEKS

Deliver exceptional customer experience right out of onboarding

ONBOARDING

Setup and learning resources

All plans

Set up Gorgias within two weeks.

Get full access to the Gorgias Academy and learn from other ecommerce leaders in the Gorgias Community.

Basic

Self service onboarding.

Pro & above

Dedicated support: Your success manager will help you configure your account.

Amy Elenius
Customer Education Manager
“Learning is key to unlocking the value of platforms like Gorgias. In the last year merchants completed more than 9,000 training courses through Gorgias Academy, all for free. These merchants generated 220% more revenue through support than those who didn’t. Now that’s return on investment.”
YOUR PATH TO OPTIMIZATION
Advanced plan & above

Get matched with a CSM to level up your customer support

Your dedicated Customer Success Manager (CSM) will help you to Identify your goals and improve your team's performance. They’ll also recommend revenue-generating customer experience improvements

STEP 1- DISCOVERY

Identify trending support issues

The first step to providing exceptional customer support is to understand the needs of your customers.

With your CSM guidance, you'll identify your most frequently ask questions (FAQs) and trending issues. By using Gorgias tags you’ll be able to label, tag and sort tickets.

Elim Kuk
Customer Onboarding Director
“Great onboarding is a critical step in your success with a new tool. On average, our merchants are fully operational within 2 weeks and score our onboarding at a 94% customer satisfaction, which is 45%  higher than the industry average.”
STEP 2 - SPEED

Deliver faster customer service

Your CSM is here to help you with the best practices in decreasing your First Response Time (FRT) and Resolution Time (RT):

  • First Response Time plays a crucial role in determining the levels of customer satisfaction.
  • Resolution Time is the amount of time it takes from when a ticket is created to when it’s resolved.

Top performing companies using Gorgias have an average first response time of 32 minutes.

Tony Lam
Enterprise Customer Success Manager
“Working monthly with the Gorgias’s Success team, our merchants are ensured to master the fundamentals of customer support. They’re guided through to implement workflows that are proven to reduce their team's resolution times and increase conversions.”
STEP 3 - EFFICIENCY

Improve team efficiency

An efficient team satisfies more customers for less cost. Your CSM helps configure Gorgias settings, views, Macros, Rules, and more.

Analyze what type of tickets typically clog your queue with the highest total message count. Our goal is to help you increase the % of One-Touch tickets (tickets closed with only one response by an agent or rule).

Claudia Pravettoni
Success Growth Lead
5,000merchants and counting have discovered new features tailored to their individual business needs. The Gorgias Success team is always here to proactively help them to better use the platform.”
STEP 4 - DELIGHT

Boost  Customer Satisfaction

Speed (first response time), accuracy (resolution time), and friendly customer service are the three pillars of stellar customer satisfaction (CSAT).

Your CSM is here to help you with our proven best practices to ensure positive customer experiences and customer loyalty by among others:

  • Enable "Satisfaction Survey"  
  • Offer discount, promo codes, or refund shipping for loyal, repeat, or dissatisfied customers
  • Improve your satisfaction survey response rates
  • Install Gorgias Live Chat
  • Review your product issues
  • Find the right CSAT benchmark
Pelenaise Tapaoutai
Enterprise Customer Success Manager
“Our merchants partner with the Gorgias's Success team to exceed their goals in delivering exceptional customer experiences. Their dedicated CSM guides them to better leverage automation and customization to get the most out of Gorgias and scale. Our automation tools can help automate up to 25% of support inquiries which helps free up time to focus on delivering 5 star experiences and driving revenue.”
STEP 5 - PROFIT

Turn Support team into a profit center

Partner with your CSM to turn your customer support into a profit center by implementing these tactics:

  • Setup "Auto-Tag" Rules to identify VIPs, website leads, social leads, etc.
  • Install Gorgias Live Chat
  • Install "Quick Answer Flows" and "Chat Campaigns"
  • Understand when your customers are most active on your website
  • Monitor Sales Generated from Support
  • Develop a Sales Commission Plan
  • Train teammates to upsell, cross-sell, suggest bundles, and offer bulk discounts

A Harvard Business Review study revealed that businesses with strong pre-sales support have win rates of 40-50% new customers and 80-90% return customers.

Elena Balagush
Success Ops Analyst
“Our merchants’ feedback is key to building and improving our product, therefore we stay connected with them through in-product surveys on features and overall experience, as well as interviews. Thanks to these insights, we are able to release features they want and need, and help them improve their product usage by almost 50%.”
WE PAY CLOSE ATTENTION TO EACH AND EVERY CUSTOMER

Here's why they love us

Gorgias Customer Service is fast, efficient, and informative.

Moving over to Gorgias from Zendesk was an interesting transition. From the very beginning, we had a support team that helped us make that transition. The Help docs were essential and kept up to date. We appreciated the roadmaps and consistent chat features we could reach out to for assistance and guidance. We also liked the peer-to-peer component of the community FB group. The fast pace of upgrades and developments through Gorgias fit our growing company.

Elim Kuk
Director, Customer Onboarding Team
Great support software, helps to streamline efficiency!

I've used Gorgias in two different support centers. In both instances, the onboarding was seamless and getting up and running with the platform was easy! The Shopify integration is amazing and saves a lot of time. Highly recommend Gorgias!!
The Gorgias support team is very responsive and helpful.Review collected by and hosted on G2.com.

Verified User in Biotechnology
Small-Business (50 or fewer)
Gorgias is the most user friendly CS Platform I've come across.

Gorgias has the most user-friendly interface of all CS platforms I have used. The support team is also very responsive when you have questions. I would recommend it to everyone needing a CS Platform for their business needs.

Van Jazril D.
Onboarding Specialist
Mid-Market (51-1000 emp.)
Love the support and phone features of Gorgias

I like how the team can all answer the emails and leave internal notes. Also same with the phone calls. I appreciate how the whole team can listen to the voicemails and write notes for customer phone team. The system is extremely easy for a few of our tech challenged employees. The support from our rep at Gorgias has been great. Tony has gone above and beyond to answer all my questions and help me set up the phone line!

Verified User in Cosmetics
Small-Business(50 or fewer)
Pleasant Onboarding

It's been very simple. Easy to learn. Our customer support team knows that they are doing and are able to navigate the website very well. It was good to get away from Gmail for us.

Verified User in Apparel & Fashion
Small-Business (50 or fewer)
Gorgias Customer Service is fast, efficient, and informative.

Moving over to Gorgias from Zendesk was an interesting transition. From the very beginning, we had a support team that helped us make that transition. The Help docs were essential and kept up to date. We appreciated the roadmaps and consistent chat features we could reach out to for assistance and guidance. We also liked the peer-to-peer component of the community FB group. The fast pace of upgrades and developments through Gorgias fit our growing company.

Elaine A.
CX Systems Manager Mid-Market (51-1000 emp.)
Great support software, helps to streamline efficiency!

I've used Gorgias in two different support centers. In both instances, the onboarding was seamless and getting up and running with the platform was easy! The Shopify integration is amazing and saves a lot of time. Highly recommend Gorgias!!
The Gorgias support team is very responsive and helpful.Review collected by and hosted on G2.com.

Verified User in Biotechnology
Verified User in Biotechnology
Gorgias is the most user friendly CS Platform I've come across.

Gorgias has the most user-friendly interface of all CS platforms I have used. The support team is also very responsive when you have questions. I would recommend it to everyone needing a CS Platform for their business needs.

Van Jazril D.
Onboarding Specialist
Mid-Market (51-1000 emp.)
Love the support and phone features of Gorgias

I like how the team can all answer the emails and leave internal notes. Also same with the phone calls. I appreciate how the whole team can listen to the voicemails and write notes for customer phone team. The system is extremely easy for a few of our tech challenged employees. The support from our rep at Gorgias has been great. Tony has gone above and beyond to answer all my questions and help me set up the phone line!

Verified User in Cosmetics
Small-Business (50 or fewer)
Pleasant Onboarding

It's been very simple. Easy to learn. Our customer support team knows that they are doing and are able to navigate the website very well. It was good to get away from Gmail for us.

Verified User in Apparel & Fashion
Small-Business (50 or fewer)
Features
Starter
Basic
Pro
Advanced
Enterprise
Onboarding
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Self onboarding
In-product self onboarding
Lite onboarding
Full onboarding
Full onboarding
Support channels
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Email only
Email + live chat
Email + live chat
Email + live chat
Email + live chat
Gorgias Academy
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Dedicated Success Manager
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