Macros

Respond faster

Deliver your brand promise in every message. Create pre-made responses enriched with your brand’s unique tone and identity. Then personalize them with custom variables that pull order information directly from Shopify, Magento, and Big Commerce.

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Macros

Unify your brand voice while achieving faster responses

Personalize macros with customer variables

Have complete responses ready to go at your click. Using customer variables in macros, you won’t need to edit any information in your message. Nor will you ever have to navigate into another screen to copy and paste. You can easily personalize order information or delivery status by inserting built-in variables from an intuitive dropdown menu. We’ll pull the information directly from Shopify (or other platform)

Macros
Macros

Build your library of responses

Never type the same phrase ever again! Build your macro library by saving responses to common questions you get every day. Have the answer ready for your customers’ questions around shipping status, refund or sizing. Pick the right macro directly from your composer when responding to tickets.

Trigger actions following your answer

Leverage macros to automate more actions in your workflow. You can auto-assign the ticket to an agent, add tags or select to cancel or refund an order on the macro you specify. Use macros to spend less time with refunds and more time building relationships with your customers.

Macros
Macros

Macros
“When a customer wants to cancel his subscription, we send the macro that suggests skipping one month or switching his subscription. One click using Gorgias macros can save a customer!”

Amanda Schermerhom, Director of Operations, Darn Good Yarn

Eliminate repetition from your workflow

Start building your macro library

Are you retyping a version of the same message every day? Start saving your message as a macro. Give it a clear, easy-to-recognize name so you can pull it directly from the ticket composer in the future. If you're not satisfied with your first version, tweak it a couple of times until it’s evergreen.

Auto-tag for speed

Speed up your workflow by connecting tags with macros in the naming protocol you use. This way you can identify messages by tags and know which corresponding macro to use even before reading the question from your customer. Take it a step further by creating a view based on the particular tag and by setting a rule to fire off your macros automatically.

WISMO - Where is my order?

Take the first step to fully automate WISMO requests with macros. Use variables for order number and tracking URL to personalize your message with the information your customers seek. Copying and pasting is over.

Save time using customer variables

Do you dread searching for information around the logistics of an order? We all want to be diligent in our correspondence, identifying key information like shipping address, order number, delivery status, etc to add clarity and convenience. Variables in macros are designed so you can have this information automatically populate in your message.

Manage your macros

We report on the number of times a macro is used so you can quickly see the impact. This information, as well as the last updated date, is immediately visible in your macro library so you can see which macro has been the most relevant.

Train new agents with macros

Don’t let your brand voice slip each time you get a new agent. Equip your agents, new and old, with macros that not only deliver on your brand voice, but also answer the question fully — so there isn’t unnecessary back-and-forth.

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 10,220+ merchants offering exceptional ecommerce support

Automate your support today with Gorgias

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