We’re now official partners with Gorgias, the leading helpdesk solution for eCommerce brands.
As customer experience continues to dominate the success or failure of marketing strategies in a challenging economic climate, this ecommerce experience is of insurmountable importance. This helpdesk streamlines communications with customers looking for fast responses to queries that help increase conversations and improve customer nurture.
Gorgias enables you to centralise support tickets so clients and merchants can have all their customers’ data displayed when they’re talking to them. In the platform, sales teams and customer service teams can create and edit orders, modify subscriptions, and refund payments. From here, you can create a powerful single customer view that can tailor personalised responses and even answer questions before they are asked.
Gorgias also enables automation of repetitive tasks, leaving your team to spend more time where it counts, actually responding to complex customer needs, leaving simple queries answered succinctly and effectively. This increased efficiency means to an enhanced customer experience that in turn drives an increase in conversions, but perhaps more importantly an increase in repeat purchase rate and customer retention.
Even better? For clients running integrated digital campaigns across multiple platforms, Gorgias will respond to customers asking about your products on your ads and posts, increasing your sales and ad effectiveness by the equivalent of a 5% increase in ad-spend. Plus, the live chat, text and social media integrations mean that sales across multiple platforms can be tracked, giving you an accurate measure of how well your campaigns are performing.
A word from Gorgias – what the partnership means for Gorgias clients
“Partnering with StrategiQ made perfect sense. By combining their team’s expertise in strategy, email and performance marketing with best-in-class customer service, they will be able to find micro and macro gains across a range of metrics, from efficiency to return on ad spend (ROAS), for their clients. Their creativity and out of the box thinking was clear from the outset when they identified Gorgias could solve a challenge and very particular use case for one of their charity clients who needed help with SMS. I’m looking forward to solving more challenges together.”
Neil Forrest, Gorgias.
What this partnership means for our clients
The StrategiQ team gets full access to the Gorgias partner portal to receive product and sales training.
A dedicated partner manager and a direct slack channel to stay in constant communication with our team and give the best support to your clients.
“Partnering with Gorgias is a great development for our customer experience service line. Customer service plays a direct role in influencing the experience that your customers have overall and StrategiQ can now support our clients in developing their customer service approach. Gorgias is a great platform that connects key touch points on how a user would contact you into one place, from Instagram messages, SMS, Phone calls, Messenger and live chat, and WhatsApp, making it easy for your internal team to manage your support requests. In Gorgias, your team can easily see a customer’s profile, refund items, see previous support requests and reorder items.”
Lauren Boyton, Head of Customer Experience, StrategiQ
If you’d like to find out more about how a helpdesk like Gorgias, with the full support of our dedicated CX team, could benefit your business, get in touch!