Intents & sentiment detection

Know exactly what your customers want

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.

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Intents & sentiment detection

Leverage customer intents to boost your efficiency

Automate with precision

Don’t waste time doing repetitive tasks like tagging or closing a confirmation email. Leverage intents and sentiments in rules to automate your workflow with precision. When a customer is inquiring about a damaged item, cancellation, or exchange, have these automatically tagged and routed to a dedicated view. Optimize first-response time and CSAT while giving your team a boost for efficiency.

Intents & sentiment detection
Intents & sentiment detection

Did you get the subtext?

Is the customer angry? Are they in a rush, or in love with your brand? Gorgias uses sentiments to automatically detect how your customers are feeling. You can set up rules based on sentiments to automatically hide negative comments on facebook, or to make sure you flag promoters to help with marketing. Knowing how a customer feels will help you allocate your resources to give the extra attention required without the extra work.

More than words

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.

Intents & sentiment detection
Intents & sentiment detection

Intents & sentiment detection
“The main figure to showcase is a decrease by 68% in resolution time, thanks to Gorgias. My customer service team has been able to increase the customer satisfaction and therefore drive the customer loyalty.”

Dave Szymazek, Head of Customer Experience, Marine Layer

More examples of Help Centers built with Gorgias

Simplify social support for your store

Emotions often co-exist

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.

Auto-tag to organize your workflow

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.

For all the reasons why

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.

WISMO - Where is my order?

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.

Your most popular intents

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.

Create custom automation

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.

Start seeing the impact from the first week

Deflect tickets
30% of all inquiries are about order status, returns and cancellations. You can automate these inquiries using self-service and managed rules.
24/7 support
Customers shop online 24/7. With self-service, your customers can get the help they need outside business hours, without the overhead cost.
Generate revenue
Customers are more likely to make a purchase if their product questions are answered. FAQ in chat helps educating customers and promote your brand.

Join 10,607+ merchants offering exceptional ecommerce support

Automate your support today with Gorgias

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