Gorgias

Gorgias is an all-in-one customer support helpdesk software specifically designed for eCommerce stores.

With a deep Shopify integration, Gorgias allows you to not only pull customer data into your helpdesk, so that agents can more easily access it, but they allow you to edit shipping information, adjust tags, and refund orders, and create very helpful rules and macros.

Being able to view customer order information, refund orders, adjust loyalty points, and edit shipping information right from within the helpdesk. Then being able to tag and automate rules based on this information. Gorgias streamlines ticket responses so that your agents respond quicker and more effectively. BONUS: Revenue reporting stats: if an agent has a pre-sale conversation, then the customer converts, you can track it back to the agent and track the ROI of real-time sales support.

Gorgias looks to improve first response time and ticket response time by having all the information a support agent needs, right at their fingertips. This also drives up customer satisfaction and drives down support agent resource costs.

They also have a revenue tracking tool for understanding the impact of pre-sale support tickets and how they contribute to purchases, thus impacting conversion rate.

Ancillary benefits: Better support means happier customers, which can help with lifetime value, word of mouth, etc. Also, because they save agents so much time, you will need less agents.

A tool like this should be managed by a head of customer service and you may expect to have 1-3 to 100 support agents inside the tool every day, as that's their job.

Migrating from Zendesk takes 5 seconds to enable, and integrating all of your platforms only takes a few clicks. The longest part of the setup is going to be getting your macros and rules enabled. Depending on your plan, you may have a dedicated customer success specialist help you with this setup process. And, bonus, If you use my partner link, I can guarantee you'll get an onboarding specialist when you start paying for Gorgias.

Macros and rules will take 1-3 hours to setup depending on whether you've done them before with another tool.

If you're a head of customer support, or maybe head of eCommerce or COO you'll look to update your macros and rules monthly, based on arising issues with your business and products.

Only Shopify stores should use Gorgias right now. I will update you when they launch other eCommerce platform integrations.

You should look to use Gorgias right around the time you're hiring your first support rep or head of customer service. This will scale out their time and put the foundation for good customer service in place, so that you are ready to scale your store.

If you have low order volume and/or low support inquiries, you shouldn't bother getting a helpdesk just yet, focus on getting more customers. If you are the only person in the company, the CEO or COO, you shouldn't get Gorgias. It's a tool designed for a support agent to be in there from clock in to clock out, and you will not have enough time to set it up and use it to its fullest.