Gorgias

“We have an Automate lead who has a special focus on optimizing Quick Responses, Flows, and Article Recommendations because they provide such exponential value.”

“When a customer doesn't get the answer they need from Automate and the ticket gets handed over, it already says what the customer’s looking for. This greatly improves our one-touch tickets and resolution time.”

“Article Recommendations have also been extremely beneficial for us. With Automate, we’re giving the customer as much information as possible, before they even have to reach out.”

“Now, we don’t waste the customer or the agent’s time with basic questions that probably don’t require any human interaction.”

“We immediately deflected 450 tickets a month just by setting up some automated Quick Responses. So easy, with a huge payoff.”

“Getting Automate was like adding an extra 3 people to our team.”

““This is for the forward-thinking leaders who, like me, know that embracing AI isn’t just an option — it’s the future of customer experience.””

“"When we first started with Gorgias, our goal was to hit 30% automation in 30 days. We surpassed that and are now above 50% automation, and we’re still climbing."”

““AI Agent isn’t limited to cancellation anymore. It now offers customers the option to skip or pause, giving us another chance to retain the relationship.””

“"By automating 45% of interactions, our agents can now focus on backend operations, process improvements, and engaging in deeper conversations with our customers."”

““If it's an address change, we would have to reship a package to the correct address because it's not the customer's fault. Now, with Actions, it's instantaneous.””

“"One of my customers agents is in charge of returns, and for example it's much more convenient for her to use a View that shows only the returns she has to manage, versus having to use the big view with all of the tickets. It's more efficient thanks to the organization Gorgias allows us to set up."”

“"If we're more proactive, the customer can be only happy to be informed and to know that customer service is following their package. It's a more personalized experience."”

“"What's great about Gorgias is that we have all of the customer information and data from previous orders in one place."”

“"I think that a personalized experience generates more revenue."”

“"The main challenge when I arrived at JOONE was to automate a lot of the low-value tickets, so that the team could focus on the problems with the tickets with higher-values that also take more time to solve."”

“Gorgias staff has been super helpful with the set up, we had such a good connection! They know who we are and what we need.”

“Gorgias has been incremental in cutting down response & resolution time as well as increasing customer retention. Performing generic customer service tasks outside of Gorgias takes around 17 seconds per ticket. Performing these actions inside of Gorgias takes around 1.5 seconds per ticket. It’s about 335 customer service hours a year we are saving!”

“We have been able to customize AI Agent in such a way that it has become an incredibly well integrated tool in our customer care tool belts. There are some weeks where we're looking at 35, 38 percent automation and now that we're post back to school, there are even more improvements and things that we want to add to it. And our goal is to get it to that 40- 45%.”

“In past seasons, we had to bring on temporary help and work overtime. This year, with Gorgias’s AI Agent, we’ve been able to avoid that and still deliver great service.”

“With faster responses and more proactive support through AI, we are seeing happier customers, which obviously translates into more retention and more brand loyalty. Overall with the improvement in first response time, we've really seen an uptick in customer satisfaction and less of an escalation in tickets.”

“The quality of the AI Agent's responses have been excellent. It's able to handle a wide range of customer queries with accuracy and professionalism, which is very critical for maintaining the experience we want to deliver.”

“We were hesitant at first, but AI Agent has really picked up on our brand’s voice. We’ve had feedback from customers who didn’t even realize they were talking to an AI.”

“Working with the Gorgias team was fantastic. Richard, our Implementation Manager, and Shayan, our Customer Success Manager, were incredibly responsive and knowledgeable. We had set meetings and checklists to guide us through the experience. It made the transition quite seamless for us.”

“Being able to automate responses for things like prescription details and return policies has allowed us to focus more on the nuanced questions that require more time and care. It’s been a game changer for our team.”