Gorgias Updates

Cleaner Contact Form entry point with Contact us button

2024-05-13T14:26:29.198Z

Exciting Update for Merchants! 🚀 We're introducing a game-changing enhancement to our Contact Form entry point page.

Now, instead of displaying the contact form directly, we provide an option for you to hide it behind a sleek "Contact Us" button. This means that shoppers will now explore your Order Management and Multi-Flows first, empowering them to find solutions on their own. When they still need help, they can easily access the contact form with a simple click.

If you’re creating a contact form for the first time, your newly created Contact Form will automatically adopt this new display layout.

For your existing Contact Form, you can easily switch to the new layout by checking the Expand Contact Form feature in Settings > Contact Form > Customization.

This strategic change encourages shoppers to explore before reaching out for assistance, significantly reducing the number of tickets you receive. It's a win-win for everyone!

ℹ️ Just a friendly reminder: This new display option will only be available for merchants with Order Management Flows or Multi-Flows enabled.

📊 Improved Busiest Times Report

2024-05-02T22:07:25.219Z

We have updated the Busiest Times report

It uses our new data stack, which means that you will be able to aggregate up to a year worth of data, and will ensure data consistency for past periods.

We have also added support for more metrics! Instead of only displaying the breakdown of tickets created over the days of the week, you can now choose from the following metrics: tickets created, tickets closed, tickets replied and messages sent.

We have also implemented some optimizations that have improved the loading speed of our reports.

We hope you will make the most of these improvements!

Unique Discount Codes for Campaigns

2024-05-02T19:25:00.601Z

We're thrilled to introduce a new feature that allows you to integrate unique discount codes directly into your Convert campaigns, instead of using generic ones!

With this feature, every visitor can unlock a personalized discount code tailored to your campaign settings. You can easily track the number of redeemed codes and monitor conversions to drive more revenue.

Since our unique discount code expires in 48 hours, you don't have to worry about it ending up on any discount sharing websites.

To get started, simply create a unique discount offer. It could be a fixed amount, a percentage off, or free shipping. Set the value, and attach it to your campaign. Let's start boosting your sales today!

Put Customer on Hold during a Call

2024-04-29T21:50:40.355Z

We're excited to announce a new feature that enhances your customers' waiting experience on voice calls: Customer On Hold.
This straightforward enhancement allows agents to seamlessly place a customer on hold during a voice call, during which the customer will hear a waiting music until the agent resumes the conversation. This feature helps mitigate customer frustration and makes the waiting time more enjoyable.

How to get started?

This feature is ready to use with no setup required. On your phone device, you will find a new button: "Hold".
Press this button during a call to activate the on-hold music, and press it again when you are ready to resume the conversation.

This simple yet effective tool is designed to improve both agent efficiency and customer satisfaction.

🔎 Search Match Highlighting

2024-04-29T15:58:49.333Z

We're happy to announce two features that will make your search experience more intuitive: the All tab in the spotlight search and Search Match Highlighting!

From now on, when you search, all the matches will be highlighted within the content or text, making it easy to spot exactly what you're looking for at a glance. No more sifting through results!

We have also added an “All” tab in the spotlight search to allow you to search both tickets and customers in one click!

Search Match Highlighting feature is available in the spotlight search and will be progressively added in other searches in Gorgias.

Happy Searching 🕵️‍♀️

AI-generated articles available for BigCommerce, Magento, and WooCommerce stores

2024-04-29T14:49:57.856Z

We’re thrilled to announce that AI-generated articles are now available for Gorgias users on all ecommerce platforms, including BigCommerce, Magento, and WooCommerce.

This feature uses AI to analyze your account’s most frequently asked questions and draft Help Center articles based on your responses. The feature was originally released for Gorgias users on Shopify, but is now available for all types of stores.

AI-generated articles help you create self-service content in seconds, not hours, to instantly answer common customer questions without any agent effort.

A Help Center full of high-quality knowledge can have an amazing impact when combined with automation features like Article Recommendations and AI Agent, which use Help Center knowledge to resolve customer questions.

You can learn more about AI-generated articles in our original release notes.

Note: This feature is still limited to Gorgias accounts with only one store integration. Multi-store support is set to become available later in Q2.

IVR option for Voice to SMS transfer

2024-04-25T08:46:15.611Z

We're happy to announce a new voice feature that converts calls into SMS conversations. We’ve added a new type of IVR menu option, that, once chosen, will send the caller a personalized text message.

Handling calls can become a bottleneck, as one agent can only handle one customer at a time. Many customers may not realize they can text your business instead, so make sure to highlight this option for them directly in your IVR setup!

What is the caller experience?

The caller will hear they can be contacted via SMS instead
A confirmation message will be played that indicates their request is being handled
The shopper receives a customizable SMS message they can then reply to

How to get started?

To set this up, visit your IVR integration’s settings page. A new type of Menu option is allowed if you have SMS integrations configured: Send call to SMS.

You can then configure the confirmation message the callers will hear, as well as the outbound SMS message text they will receive once the SMS menu is selected. A new SMS ticket will be created in your Helpdesk and your agents can handle shopper inquires via text.

Column headers remain in place when scrolling in a View

2024-04-15T14:14:12.733Z

Views provide a great way to guide your workflow, directing you to handle tickets in a specific order - starting with one View before moving on to others. Therefore, improving the user experience for Views is very important to us at Gorgias as we strive to be agent-obsessed. An improvement we’ve made to the Views experience is that now when you scroll down on a View, the column headers will remain visible. This way you don't have to keep scrolling up and down to remember what each column title is.

Add multiple accounts on TikTok Shop and WooCommerce

2024-04-09T23:55:34.606Z

You can now connect multiple stores with our TikTok Shop and native WooCommerce applications!

Previously, only a single TikTok Shop or WooCommerce account could be integrated within Gorgias.

We’ve now added the ability to connect (and disconnect) multiple accounts independently, allowing you to manage more of your support workflow through Gorgias.

To add additional accounts, visit the Accounts tab in the TikTok Shop and WooCommerce settings pages and select the new Add Account button.

Note: To disconnect the TikTok Shop or WooCommerce app after all of the individual integrations have been disconnected.

Once you’ve had a chance to connect all of your accounts, let us know what you think by emailing us at [email protected] or via chat.

Automatically generate Help Center content ✨

2024-04-04T14:50:05.581Z

Every day, you receive and answer common questions from your customers. A Help Center is your best strategy to proactively answer these common questions — especially if you subscribe to Automate and enable Article Recommendations.

AI can now save you hours when creating or updating your Help Center by drafting content based on your unique customer interactions.

How does AI generate Help Center content?

AI studies your account’s past interactions to understand your most common questions. Then, it drafts articles based on how you responded to those questions.

You can see the number of tickets that inspired each AI-generated article to understand how impactful the article will be.

AI-generated content is unique to your account — data between accounts is not shared.

If you’re an Automate subscriber, populating your Help Center with content is a great way to take advantage of Article Recommendations (and other upcoming AI features… 👀) to resolve even more customer interactions without any wait time or agent effort.

How do I see my AI-generated Help Center content?

AI-generated content is available in a couple of places throughout Gorgias, depending on whether you already have a Help Center or need to create one.

If you don’t have a Help Center yet

If you don’t have a Help Center, you can set one up with our easy step-by-step wizard. Simply head to Settings > Help Center and click Create Help Center. Your AI-generated articles will be waiting for you in the setup experience.

If you already have a Help Center

If you already have a Help Center, you’ll find a new ✨ AI Library tab in your Help Center’s settings. Inside, you’ll find AI-generated articles unique to your account.

Of course, you can edit each article before adding it to your Help Center to ensure it perfectly matches your policies and brand voice.

Who can access AI-generated content?

To access AI-generated content, you must fit a few criteria:

Have exactly one active Shopify integration in your Gorgias account (support for multi-store brands is coming soon)
Have a Help Center with English (US or UK) as the default language
Be in an English-speaking country
Be your account’s Owner, Admin, or Lead Agent
Have at least 100 Helpdesk tickets in the last 90 days (not counting Chat or spam tickets)
Did not opt out of 3rd-party data sharing

If you are not eligible for this feature but would find it useful, please request this feature from our product team.

How often will AI generate content (and how will I know)?

We generate content weekly, for any account that matches the above criteria and hasn’t had any AI-generated articles in the last few months. If you meet the criteria listed above, you should receive AI-generated every 3-6 months, depending on your account’s side.

You will receive an email and notifications in Gorgias when AI-generated articles are available in your account.

If you have trouble, check out our support articles for adding AI Articles to new Help Centers or existing Help Centers.

We hope this update helps you build out your Help Center in a fraction of the time. Check it out and let us know what you think!