Quick answers for simple questions
88% of customers already search your website for some kind of knowledge base or FAQ. Meet customer needs with Help Center: your new hub for customer service, education, and engagement. Available with all Gorgias plans at no extra cost.
Fewer tickets for your agents. Instant answers for your shoppers. A better experience for everyone.
Deflect tickets that don’t need agent attention (up to 50%)
Merchants who use Gorgias’ self-service tools reduce tickets in their helpdesk by 50%. These deflected tickets are repetitive and simple (like WISMO and questions about your return policy) and don’t require a human touch. Your new Help Center provides customers instant, detailed answers and gives your agents more time for higher-impact conversations.
Turn questions into sales
Customers — especially first-time shoppers — have pre-sales questions: Do you have a warranty? What size should I get? Are the ingredients allergy-safe? A Help Center anticipates and organizes answers to these pre-sales questions so customers don’t have to put their order on hold while they wait for an agent to answer.
Upgrade with self-service order management
Gorgias Help Centers offer much more than static articles, images, and video. With the Automation Add-On, your customers can track and modify orders, update their shipping address, report issues, and more. All without having to contact and wait for an agent.
Give your customers the service hub they crave
Optimize your help center for search
Where’s the first place you go if you have a question? If you’re like most people, you ask Google. When customers Google “[Your brand’s] return policy,” a search-optimized Help Center article is your best bet to ensure a helpful answer shows up as the top result. Plus, withing your Help Centers, customers can use the predictive search bar to find the best article for their question.
Customize and brand your help center
Your Help Center is an important part of the customer journey, and it should fit seamlessly into the rest of your website. With Gorgias Help Centers, you can choose from thousands of fonts and colors, add a logo and banner image, and even use custom code to create the best experience for your unique brand and customer base.
Free FAQ templates to get you started
Get your Help Center up and running in a matter of hours with downloadable templates custom-built for common industries in ecommerce like health and beauty, food and beverage, clothing and footwear, and more. We’ll lay the groundwork with article templates for product FAQs, shipping and returns FAQs, brand FAQs, and more.
Enable chat to give customers an easy path to human support
While most customers prefer self-servcice, some questions require a human touch. You can enable your live chat widget on your Help Center to let customers ask clarifying or follow-up questions without having to dial a phone number or pull up their email client.
Track Help Center analytics with GA
Link your Help Center with Google Analytics in just a few clicks to start tracking traffic, links clicked, and more. Data from Google Analytics, plus questions that continue to turn into tickets in your helpdesk, give you insight into the articles you may need to create or clarify.
A knowledge base for your agents, too
Your Help Center’s an organized and detailed library of knowledge about your brand. This kind of resources is great for your customers as well as your agents — especially new or contracted agents who need to double check a policy or product detail before responding to a customer.