How to Use Gorgias

Getting started with Gorgias

In this guide, you will learn how to set up Gorgias for your e-commerce business and effectively manage customer support interactions. By the end, you'll be able to respond to customer inquiries with accuracy and efficiency.

Step 1: Sign up and set up

1. Go to Gorgias.
2. Click on the Get Started button on the homepage.
3. Enter your email address and create a password, then click Sign Up.
4. Follow the prompts to connect your e-commerce platform (like Shopify or BigCommerce) by clicking on the respective integration button.
5. Complete the setup by entering your store details and configuring your support email.

Step 2: Your first support ticket

1. Once logged in, navigate to the Tickets tab on the left sidebar.
2. Click on New Ticket at the top right corner.
3. Fill in the customer's details (name, email) and select the order they are inquiring about by clicking on Search Orders.
4. Type your response in the message box at the bottom and click Send.
5. To assign the ticket to a team member, click on the Assign button and select the appropriate agent.

Step 3: Get better results

1. Use Macros to respond quickly to common questions. Go to the Settings gear icon, select Macros, and create templates for frequent inquiries.
2. Connect your social media accounts by going to Settings > Channels. This allows you to manage messages from various platforms in one place.
3. Monitor the Reports section to analyse response times and ticket resolution metrics. This data helps you adjust your approach for better efficiency.

Pro tip

Set up automated responses for frequently asked questions. Go to Settings > Automation and create rules to auto-reply to common queries, saving you time on repetitive tasks.

Common mistake to avoid

Don’t forget to regularly check your Spam folder. Important customer inquiries can sometimes end up there, and you might miss out on resolving them promptly.