Gorgias Updates

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 gor 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!

It's here! The Tickets Panel is now live💫

2024-04-04T13:19:42.511Z

We've been enthusiastically working behind the scenes, closely listening to your valuable feedback every step of the way because we know how important it is to manage tickets, especially when dealing with multiple customers at once. And guess what? The moment you've all been waiting for has finally arrived:

🚀 The new dedicated Tickets Panel is officially live for every one of you.

But let's set the record straight right from the start: this isn't about replacing the old ticket management experience you're accustomed to — think of it more as adding a new tool to your toolbox.

So, what's in store? Let's take a look:

Why should you use the tickets panel? Let's dive in:

👉 Effortless Navigation: Say goodbye to the hassle of bouncing between different tickets. Our dedicated Tickets Panel lets you manage everything seamlessly in one place. [1]

🔍 Customized Sorting: Prioritize with ease! You can sort tickets by last message, last received message, or creation time, giving you full control over your workflow. [2]

👀 Stay Up-to-Date: Handy red notifications let you spot unread messages at a glance, ensuring you never miss a beat in your customer conversations. [3]

And here are some key highlights to keep in mind:

You're in control! Enable or disable the Tickets Panel whenever you please with the toggle in the navigation panel.
Customize to your heart's content! Adjust the width of the panel to suit your preferences.
This new panel complements, not replaces, the existing table view, providing you with even more options to manage your tickets effectively.
You can perform bulk actions on tickets by turning off the new panel and returning to the existing view.
Agents now land straight in their Inbox at the Tickets workspace upon logging in, getting them started on their shift in no time.

Check out our helpful documentation to learn all about the new ticket panel!

Dive into the new Tickets Panel today and uncover a world of improved ticket management capabilities that will boost your agents' productivity and help them excel!

Option to publish a one-page Help Center 📃

2024-04-04T09:06:10.300Z

The Gorgias Help Center has always been the go-to solution to share information about your products and policies with customers. Now, we’re happy to give you a new option to display your Help Center content in a one-page format (instead of just the existing card format).

Take a look at the new one-page layout, which features toggles and a static table of contents:

And of course, Automate subscribers can still display Flows and Order Management at the top of the Help Center, to let customers easily answer FAQs and track and manage orders via self-service.

If you’re creating a Help Center for the first time, you’ll have the option to choose between the one-page or card layout in the convenient setup wizard.

If you already have a Help Center, head to Settings > Help Center > Appearance to switch your layout at any time.

We’re always aiming to make our solutions more flexible and customizable to give you control over how your brand shows up for your customers. Give the one-page Help Center a try and let us know what you think!

Error management for HTTP step in Flows ✅

2024-04-02T10:44:09.376Z

In the event of an HTTP request failure, shoppers will no longer be trapped in a flow.

The HTTP request step now features two branches: Success, which is triggered when the request is successful, and Error, which is activated when the request fails or returns a status code of 400 or above.

If you possess Flows that utilize HTTP request, they have been updated to incorporate Create ticket steps in case of Error, while maintaining the previous flow in the Success branch.

Need help getting started? Check out this Steps article for detailed instructions.

Access Shopify Order Metafields from Gorgias

2024-04-01T07:25:00Z

Introducing Shopify Order Metafields! You can now access metafield data for Shopify Orders directly from the Gorgias widget.

How to get started

In the Shopify widget on a ticket or a customer profile, find and open any order
Search for the order field titled Metafields at the bottom of the order
Open the Metafields section by clicking the uncollapse icon.
If the customer’s order has any metafields populated, they will be loaded. Otherwise, you will see the following message: “Order has no metafields populated”

Once you have had a chance to try out our new Order Metafields feature, let us know what you think by emailing us at [email protected] or reaching out to us via the chat!

To find additional details, kindly refer to our help documentation.

Calculate your Gorgias Automate savings

2024-03-29T11:28:47.818Z

🎉 Happy Friday! But wait, the excitement doesn't stop there! We've got some thrilling news to kick off your weekend.

Yesterday, we rolled out brand-new metrics in Gorgias Statistics: Ticket Handle Time and Online Time. These metrics are all about boosting your ability to measure agent efficiency. And guess what? We're thrilled to announce another game-changer for Gorgias Automate subscribers: Time Saved by Agents!

This addition lets you track how much quicker your team can resolve interactions, giving you a clear picture of efficiency gains by monitoring the time freed up for your team.

But there's more! We've also simplified the process for you to customize cost projections. Head over to the My Automate page to specify agent costs for even more accurate insights into potential savings.

Navigate to the My Automate page, then click Explore Data:

We've put in the work to show you exactly how much time and money your team is saving with each automated interaction. Plus, we've taken into account the impact on customer experience, so you can see firsthand how much faster your customers are receiving the assistance they need.

And here's the best part: even if you're not a Gorgias subscriber, you can still check out the estimated potential savings with the ROI calculator. Simply input your data, and voila! You'll receive projected results on potential savings from automation.

Navigate to the Automate page, then click Calculate Potential Return on Investment:

Then estimate your savings by inputting your data:

To learn how the metrics are calculated, please refer to our Help docs here.

So, relax and dive into your Gorgias Automate dashboard to explore this game-changing metric.

Happy reporting! 📊

📊 Introducing new metrics: Ticket Handle Time and Online Time ⏰!

2024-03-28T17:56:16.278Z

We're excited to announce new metrics designed to improve how you measure agent efficiency, diligence, and productivity in the Overview and Agents reports. Additionally, we've revamped the Support Performance Overview report layout to enhance usability for you.

Support Performance Overview Report

Ticket Handle Time

Ticket Handle Time (THT), also known as Average Handle Time (AHT), is a vital metric that measures the average time your agents spend resolving a ticket. This metric provides valuable insights into your agents' efficiency and enables you to effectively forecast the necessary agent count to manage your ticket volume. Analyzing Ticket Handle Time allows you to optimize operational efficiency, enhance response times, and deliver exceptional customer experiences.

You can find these metrics both in the Support Performance Overview and the Agents reports.

Support Performance Agents report

Online Time

Exciting news! We've revamped the way we track the time spent by agents in Gorgias. While this metric was previously available only in the Live Agents report and couldn't be analyzed over different periods. However, it's now been completely reworked for better accuracy. This enhancement empowers you to assess your agents' performance more effectively over time.

This metric is in the Agents report; online time has been removed from the Live Agents report.

Productivity metrics

To help you assess your agents’ productivity, we have also precomputed 3 metrics for you:

Closed tickets per hour: Number of closed tickets divided by Online Time
Tickets replied per hour: Number of tickets replied divided by Online Time
Messages sent per hour: Number of messages sent divided by Online Time

All 3 metrics can be found in the Agents report.

Note: The new metrics commenced tracking on March 19th, 2024, with no data accessible prior to that date.

The Legacy Overview will be deprecated at the end of June 2024

This only concerns customers who joined before August 2023 and had access to the legacy overview. The legacy Overview will be deprecated by the end of June 2024. It will still be accessible at the bottom of this page until then.

You can check out our help documentation here and explore how the metrics are calculated.