Drowning in support tasks? Here’s your life raft.
Automate personalized messages
Pair macros with rules to create automated responses that deliver important information to your customers. Set your custom rules based on any variable from message body to customer intent to Shopify order information. Let your rules trigger just the right message at the right time, so your customers feel their voice is heard and you’re always there for them.
Save time, make money
Loyal customers come back asking for more. Are you prepared to answer all of their emails and messages across social media? Set rules to prioritize inquiries based on customer info, order history or channel. Automate responses to common questions so you can focus on the highest priority, and convert more interest.
Increase your productivity
Use your limited attention every morning to take care of your customers — not to read spam. Enable an auto-close rule, with 100% accuracy rate, to declutter your workspace from all the spam and unsolicited messages.
Remove extra work from extra care
24/7 customer support
What happens to the messages you receive at midnight? Off business hours? Set a rule to send a personalized auto-reply to your customers confirming the receipt of their message. Let your customers know that you’re there for them — even when you’re out.
Access automation on your own terms
Rules are one of the most powerful, yet simplified features in Gorgias. You can create views, auto-tag, auto-reply and trigger other actions based on message body text, sentiment of the message or even purchase amount. With so many parameters, you have a lot of power. There will be nothing stopping you from automating with rules to save time and money.
WISMO - Where is my order?
Pair your WISMO rule with a macro to auto-reply to this common inquiry that all ecommerce brands get every day. Customer variables will populate the order number and the tracking URL automatically, and our intent detection will make sure that your rule works exactly as it should.
Hide comments on Facebook and Instagram
Social media is a crazy world. You can’t control what other people do but you can optimize your brand’s (virtual) environment. Set rules to automatically hide negative comments based on sentiment detection in Gorgias.
Auto-assign to your expert
Some questions are harder than the others. You can use rules to auto-assign to a specific agent who is an expert on the subject matter. Leverage intent to auto-assign based on topics such as exchanges, refunds and discounts — or use Shopify variables to assign higher paying, repeat customers to a tenured agent.
Auto-tag to organize your workflow
Tags help create views based on detected intent, sentiment 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, received in the last 30 days as an example to create a view that’s only dedicated to tickets auto-tagged by your rule. This approach will make your life easier while equipping you to provide the extra care your customers seek.
Complete your automation toolkit with 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