Empower your agents to extend an exceptional shopping experience to Facebook, Instagram and Twitter – all from a centralized helpdesk.
Cody Szymanski, Customer Experience Manager, Shinesty
When you connect your Shopify, BigCommerce or Magento store to Gorgias, you’ll be able to perform powerful actions right inside the helpdesk (like refunding an order) and enrich your social Macros with custom variables (like shipping date). So your agents aren’t just responding on social – they’re providing end-to-end support to resolve customer issues faster.
We’ll create a ticket in Gorgias whenever your shoppers post on your wall, comment on one of your posts (organic and paid), or send a direct message to your inbox.
We’ll create a ticket in Gorgias whenever your shoppers comment on one of your posts (organic or paid), mention your Instagram handle, or send your brand a private message.
We’ll create a ticket in Gorgias whenever your followers reply to one of your tweets or metions your brand in theirs.
Our automation tools can help you automatically assign certain agents to social tickets (so they don’t take up the whole queue), or you can automatically reply to or close tickets based on criteria you set.
There’s no reason your agents should have to manually type out “Thanks for the mention!” over and over. Our Macros can be used on any social channel to help speed up replies and match brand guidelines.
With cross-channel message history all in one place, it’s easy to see if a shopper emails you, tweets at you and messages your brand on Instagram all about the same issue, so your agents can take the conversation where they need to and reply in the best format.