This post is part four of an ongoing series that will outline how subscription merchants can build the perfect eCommerce store with the help of ReCharge-friendly integrations. In this post, we’ll be focusing on customer support through the Gorgias integration.
When it comes to maintaining customer loyalty, it’s essential to have a reliable customer service process in place.
According to New Voice Media, U.S. companies lose more than $62 billion annually due to poor customer service. Your current customer service platform could make or break your customer relationships and hurt your profits.
But building a secure customer service system that can meet today’s consumer demand can be expensive… and tedious.
So where do you begin when looking for a simple, holistic approach to customer support?
The ReCharge and Gorgias integration makes it easier than ever to launch incredible customer support that you can manage from a single, organized space.
For merchants looking for a centralized customer service platform that allows for seamless communication and Shopify integration, Gorgias is a go-to tool. So far, Gorgias has helped companies of all sizes (including brands like Birdies and Timbuk2) simplify the way they approach and manage customer service.
How? Data-rich support tickets that include detailed customer profiles make identifying and solving issues faster and more efficient. With Gorgias, merchants have a holistic view of their conversation history with customers across all channels, as well as their order history, payments, subscriptions, active or inactive status and more.
This comprehensive tool also allows customer service teams to cancel, duplicate, and refund orders in one click, as well as edit shipping addresses and cancel a subscription.
What’s more: Gorgias users can also automate support with macros and rules performed directly through the helpdesk. And as an official Shopify Partner, Gorgias has additional features for Shopify Plus merchants, such as editing discount codes, creating gift cards, and integrating Shopify Flow.
To understand how this tool can best help companies better manage customer service, we sat down with Axelle Heems, Growth Manager at Gorgias and Fitz Mangubat, VP Marketing & Operations at Bokksu, a Japanese snack box using both ReCharge and Gorgias, to hear how subscription-based brands are putting Gorgias into action.
Why is Gorgias useful for companies that make most of their sales through subscriptions?
Axelle: When your business is subscription-based, your support requests are mainly about skipping a specific period’s subscription, editing payment methods, canceling a subscription, etc. The ability to use variables inside your messages allows for highly accurate, custom-made responses and automation. Just think of all the time you save by being able to do all this while replying to the customer–all from one place.
Fitz: As our subscriber base at Bokksu has grown rapidly worldwide, we needed a helpdesk tool that allowed us to address customer queries coming from multiple channels like email, live chat, and Facebook. We also needed a tool that could integrate customer activity from Shopify, ReCharge, and other apps. We found that in Gorgias–and as a result, we’ve been able to introduce new automations that dramatically reduce our time spent managing customer support.
How does Gorgias help optimize customer support?
Axelle: Our integration with ReCharge enables merchants to display customers’ ReCharge profiles next to tickets, use ReCharge variables in canned responses, and to perform specific actions without ever having to leave the dashboard. Merchants no longer have to bounce around between Shopify, the app store, and ReCharge to handle customer requests. Having easy access to your customer data next to your tickets–not only from ReCharge, but also Shopify, Smile, and any of the other integrations we offer–can help support agents be much more efficient and accurate when handling customer requests.
Fitz: Our previous helpdesk application didn’t integrate ReCharge customer activity into its platform, which is an essential requirement for us as a subscription box company. We so appreciate that Gorgias allows us to do this now with ease. We also love their pricing model (based on ticket volume instead of on the number of agents like our previous app) which has helped us to scale as our business needs grow.
Why does stellar customer support matter, anyway?
Axelle: By using Gorgias, our customers have managed to automate up to 30% of their support. Automation ensures nothing is missed and that all customer inquiries are addressed.
But apart from automation, the fact that Gorgias provides a holistic view of the relationship between the merchant and the customer enables agents to be on point and aware of the entire context when responding.
In the end, not only does excellent customer support improve the merchant’s reputation, but it also reduces churn, which is the main issue for subscription based businesses.
By having quick and comprehensive access to customer lifetime history within Gorgias, we can provide fast, thoughtful, and accurate support to our customers.
We’re fortunate to see this reflected in customer reviews, which often remark on our excellent customer service.
Gorgias and ReCharge in Action
Using a tool like Gorgias is a way to ensure your customers’ requests are being seen and handled promptly. Responding to customer inquiries efficiently and accurately is the difference between maintaining customer loyalty and losing business.
Integrate Gorgias today and upgrade your customer service process that provide faster, simpler, more delightful customer experiences.