Customers note which brands are responsive and engage with them throughout the shopping process. They appreciate the companies that genuinely care about their experiences and can help answer any questions that might arise during a purchase. This positive customer service builds brand reputations and encourages customers to return.
Gorgias was built to help eCommerce companies answer these needs. With robust, AI-powered capabilities, this platform has quickly become a favorite of many eCommerce companies interested in providing better customer service. Let's examine Gorgias customer service and its capabilities more closely.
eBook
From Cost to Profit: eCommerce Customer Service
The Impact of Excellent Customer Service
Businesses that offer excellent customer service experience have a variety of benefits over those who do not take as good care of their buyers.
- They have lower churn. Customers feel more loyal to the company because they know their needs and priorities matter. This improves overall retention.
- Service companies also see higher customer satisfaction. A reputation of happy customers and countless people pleased with your products will help spread the word about your company and increase leads.
- Customer-service-focused companies also see more repeat purchases. When buyers have a good time getting a product from your eCommerce store, they are more likely to return. This reduces marketing costs while increasing the bottom line.
Gorgias Customer Service Features
Gorgias provides eCommerce businesses with various tools and capabilities that will help them improve their overall customer service offerings.
First, Gorgias customer service offers a great way to centralize communication about customers and products with the ability to integrate Gorgias with other eCommerce platforms, such as Shopify and BigCommerce. This allows you to bring together all the information you have on customers so that conversations with each customer go smoothly. Buyers will appreciate that they do not have to keep repeating information and that the company knows who they are.
With Gorgias, businesses can also take advantage of automation capabilities for eCommerce customer service. Common customer questions can be answered directly by the AI chatbot. Message templates can be created in response to particular queries or situations. The eCommerce help desk also helps you provide immediate assistance to your customers.
Strategies to Boost Revenue with Gorgias
Businesses implementing Gorgias can quickly use the platform to start boosting their revenue. The platform opens the door to several strategies to improve that bottom line. Some great ways to get started include:
- Providing personalized product recommendations. Tracking how customers engage with your products makes it easy to use AI to start predicting what other products customers might find helpful. Providing these recommendations increases additional sales.
- Improving your upselling and cross-selling opportunities for your business. Customer tracking will also help you identify better opportunities for upselling and cross-selling. Through an improved understanding of customer intentions, you will know more about what buyers are likely to respond to.
- Have proactive customer engagement. Using AI tools to improve engagement online and through social media and any time the customer reaches out to the brand, creates a more interactive experience that feels more personal to everyone involved.
Retention Tactics Using Gorgias Customer Service
With Gorgias, your opportunities to improve retention will also abound. Building a strong brand means more than just bringing in new leads, and you also want to hold on to the customers you have already found and encourage them to keep coming back. Implementing strategies to increase the likelihood of a customer returning will also benefit your organization. Some techniques you might want to focus on building include:
- Providing efficient issue resolution. Prioritize customer needs when issues arise and focus on finding solutions that make everyone happy. Help your customers feel heard.
- Build relationships with customers throughout the buying process. Let them know that you appreciate their business and genuinely want to serve them.
- Gather and implement feedback. Knowing what your customers think and how they interact with your brand can help you improve.
eBook
Make More Money With eCommerce Customer Service
Case Studies and Examples of Gorgias Customer Service
To see the value Gorgias offers, it helps to look at some of the tremendous success other users have already experienced. Take Vessel, a seller of luxury items, for example. They wanted to improve response time and increase automation so their agents would have more time to spend on complex customer service needs. In one month, they increased the number of emails that could be handled by their automation system by 20%. They also decreased their time to first response and resolution.
Stylist, a swimwear brand, also turned to Gorgias for success. In add-on campaigns, they needed to improve their visitor retention and boost their average order value (AOV). Incorporating Gorgias into their strategy allowed them to hit a 35.56% exit intent campaign conversion rate and 20% AOV campaign revenue.
Gorgias Customer Service Implementation Tips
To make sure Gorgias works for you, speak with your Gorgias representative about your goals with your brand and what you want to achieve with AI. Discuss the different eCommerce software you use, such as customer service Shopify, so they can help you complete the necessary integrations effectively.
As you go through the onboarding process, involve the rest of your team in comprehensive training so that everyone can incorporate these capabilities into their daily operations. Gorgias will benefit a large part of your operations, from customer engagement and tracking to communication, so you want each team member to get the most out of these capabilities.
Build Your Company with Gorgias Customer Service
Strong customer service is key to engaging modern audiences. Helping customers navigate their purchases and answering their questions provides them with reassurance and keeps them interested enough to complete their purchases.
Gorgias gives eCommerce businesses the tools they need to make this a reality. With AI-powered tools to connect with customers and understand their intent, providing a top-notch customer experience has never been easier.
Contact us today to get started with Gorgias today to see what it can do for you.
