Leverage intents and sentiment detection to enable automation and other efficiency tools in Gorgias. We comb through every ticket so you don’t have to.
Dave Szymazek, Head of Customer Experience, Marine Layer
Intents and sentiment detection in Gorgias is a sophisticated mechanism built to read beyond keywords. It’s immune to clashing keywords, e.g. I like how they look but it’s so uncomfortable, and will be able to determine the true sentiment of the customer on every occassion, so you can automate with confidence.
A sense of urgency can occur around a customer experience that’s positive or negative, and even the negative comments aren't equally offensive. Humans feelings have always been complex, but sentiments in Gorgias can handle this nuance. Sentiments are carefully engineered to detect and weigh in multiple feelings that can occur simultaneously, so your automations will always be on point.
Tags help create views based on detected intents, sentiments or any of the parameters available in Rules. You can set a rule for auto-tagging customers with a last order more than a certain amount or that was received in the last 30 days.This creates a view that’s only dedicated to tickets auto-tagged by the corresponding rule.
Your customers reach out for various reasons, like updating their shipping address, or requesting an exchange. Intents in Gorgias can detect all of these reasons. You can organize tickets based on automated views and tags or set auto-replies to save yourself a step in the conversation.
You can easily monitor the percentage of tickets that inquired about the shipping status, based on intent reporting in Gorgias. If it's more than 10%, you may want to leverage more automation (e.g. auto-reply or self-service). We take care of the repetitive, copy-paste tasks, while you build relationships that convert.
We make it easy to identify the most popular reasons why your customers reach out. There's no routing, no coding and no premium to access this information, so that you have the knowledge required to build your business.
Intents and sentiments in Gorgias are sophisticated enought to detect potential nuances in a customer inquiry while acting as a robust catalog of parameters you can use to create custom automations for each step of the lifecycle of a customer.