We caught up with our partner Gorgias to learn more about their service and advice for merchants in 2023.

Tell us about Gorgias

Gorgias is an all-in-one help desk that brings together email, chat, phone, Facebook, Instagram, etc into one unified view to streamline your support tickets, turning customer service into a profit centre. Developed with automation and monetization at its core, our mission is to deliver exceptional customer experiences across the entire customer lifecycle.

Fun Fact: Before we were a full-on helpdesk we started as a chrome extension.

What common ecommerce pain point does Gorgias solve?

Gorgias helps ecommerce brands save time and money when it comes to customer support by acting as a unified hub for all conversations with prospective and existing customers to take place.

Who could benefit most from your services?

Any ecommerce store utilizing BigCommerce, Shopify, or Magento that wants to save time and money on customer support and enhance customer experience.

What types of clients do you focus on?

Businesses that are centred around ecommerce, and provide multiple channels to communicate with their customers.

What is your unfair advantage over similar solutions?

Compared to other helpdesks out there, we are specifically designed and tailored for ecommerce. We have 85+ direct integrations available giving brands more opportunities to take advantage of automation and be more efficient. Some popular app integrations include Klaviyo, Yotpo, and Recharge.

What do you think sets BigCommerce apart as an ecommerce platform?

1. product variance, you can have 250 product options and up to 600 sku’s on BigCommerce.
2. APIs – 400 API calls per second vs Shopify Plus 4 calls per second. This is helpful for companies with 1000’s of sku’s that might need to be updated regularly.
3. More Flexibility for B2B – you can get more creative with pricing. For example tiered pricing based on customer groups.

What are your ecommerce predictions for 2023?

1. Brands will need to optimize for omnichannel – 75% of online buyers use multiple channels before making a purchase. 73% of ecommerce consumers report using various channels during their customer journey. This makes it more important than ever to ensure there are built-out processes to manage multiple channels and condense siloed data.
2. Mobile will be a massive driver of ecommerce – according to Statista, mobile devices account for 71% of retail traffic and generate 61% of online shopping orders. Take advantage of social media channels and SMS to not only drive consumers to your site but to convert
3. Exceptional customer service will be vital to driving more revenue – 87% of consumers spend less or completely leave behind brands that don’t provide great customer service. Using tools like chat (live or bot) and self-service options like FAQ/Help pages helps consumers get the answers they need in less time while allowing brands to focus on more pressing and detail-oriented matters.

What is one piece of advice you have for ecommerce merchants looking to grow their business in 2023?

Have a customer service plan in place that WOW’s consumers through the entire customer lifecycle (presale to postsale) – this will result in better retention as research shows that existing customers are 50% more likely to try new products and spend 31% more than new customers.

Describe your company in three words or less.

GROWTH THROUGH SUPPORT

Does Gorgias sound like the right solution for you? Find out more on their website or get in touch with our expert team to talk about your business needs.