Drowning in support tasks? Here’s your life raft.
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)
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.
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.
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.
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.
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.
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.
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.
Macros is not the only way to automate support in Gorgias
Don’t just take our word for it...
Automating low-stakes, high-volume tickets lets my team focus on meaningful, personalized conversations and boosted our CSAT to 4.77.
Head of CRM and Customer Care
Thanks to Gorgias, my customer service team has been able to increase customer satisfaction and drive customer loyalty.
Head of Customer Experience
Our peak seasons are Father's Day, Black Friday, and Christmas. With Gorgias Automate, my team is on top for the 3 most important months of the year; Father's Day, Black Friday, and Christmas.
Head of Ecommerce