Gorgias

“Black Friday used to be so chaotic that our agents couldn't even respond to internal questions for days. Now our single agent has time to provide real-time updates on Slack because she's not drowning in tickets.”

“We sell products that come with a lot of questions. Customers who land on our site want to know what products to use, how to use them, and what’s in them. Shopping Assistant provides guidance to those visitors.”

“The fact that AI Agent can resolve so many questions so quickly is amazing. We had a technical issue last BFCM that created a 600-question pile-up, and AI Agent cleared them from the queue in minutes.”

“Gorgias is a company that is involved in the community, they interact with the community, support the community, and care about their customers. It’s a company you can build trust around. That, for me, was the biggest reason to make a change.”

“Gorgias is one of those companies that really does care about their customers and the experiences they have. They care about how they  can help their customers serve their own customers.”

“"My team and I are thrilled to welcome the AI agent on board! We’re confident that this addition will be incredibly valuable during the busy holiday season. The holidays are a hectic time for us, and having AI respond to customer inquiries immediately will greatly help. It will allow us to concentrate on broader issues and free up our team’s time to ensure customer satisfaction.”

““With AI Agent, we're able to get back to customers in seconds and they do get a response. So when it comes to us, we're able to actually pull and cherry pick problematic situations or upset customers that need a higher level of support from our in-house team. ””

““Sometimes agents forget personal details to call out when communicating with our customers, like birthdays or weddings, but I noticed on a few different occasions where the AI Agent is highlighting these things and is saying, congratulations on your wedding! Just the tone of voice that Michelle is able to adopt is definitely on brand for us.””

““What I like about AI Agent is that the responses are so different, and it makes it sound like it's an actual agent. We've gotten feedback from customers who say, Michelle, has been helping me, Michelle did this for me, Michelle did that for me — so that's awesome. We provide personalized items, so we should provide a personalized experience and journey for our customers.””

““I feel that nowadays, people expect quick responses and rapid assistance. AI and tools such as AI Agent are perfect to meet these expectations.””

““There’s a lot of potential for AI to drive scalable one-to-one conversations that lead to sales. We offer customized product bundles, so I’m really excited to have AI cross-sell and make recommendations based on what customers have bought before or what other customers are buying.””

““AI Agent empowered us to shift from being just a support team, answering tickets all day, to being an extension of our customers and their voice. We’ve always told our community to make themselves comfortable, and now we finally have the time to make sure they do.””

““Before AI Agent, we’d sometimes miss those sensitive tickets or couldn’t get to them in real time. Seeing them and jumping on them right away lets us deliver those surprise and delight moments, whether that’s sending a care package or a note to the customer to let them know we care.””

““If a customer reaches out about product feedback or issues, AI Agent prompts the customer to give us all the information we need. When an agent gets to the ticket, they can jump into solution mode right away.””

““One of the unexpected benefits of implementing AI Agent was the opportunity to review all our policies and workflows. The extra time we gained from automating repetitive tasks gave us the capacity to actually improve these processes.””

““Reducing our response and resolution times, while maintaining a high CSAT score, was our main priority. We needed to free our agents from spending all day in the inbox so that they could spend time on meaningful tasks like building our brand experience, community engagement, and trend analysis.””

““It’s incredible how well AI Agent understands and resolves our customers' needs instantly.””

““Customers had to wait a long time to receive answers when we used Gmail. We also couldn’t track customer satisfaction, so we really didn’t know how happy our customers were.””

“Gorgias has a life-long customer here due to the relationship they have fostered with me showing they actually want to help their customers. With Gorgias, I can spend less time worrying about customer support and instead put my efforts into continuing to grow the brand.”

“I want to be known as a company where people say, wow, you really can contact them and they'll get back to you and talk to you like a human. And we make these relationships using Gorgias. It gets us more sales, it gets us more reputation, it gets us more loyalty.”

“Ever since we moved to Gorgias, our response time has been immensely faster. Our resolution times have been cut down and customer satisfaction is extremely high due to Gorgias.”

“Thanks to Gorgias tags, we can really focus on first response for the most important messages. Anything that could cause or has caused a bad experience is flagged right away and we take care of it immediately. Tags are crucial for helping customers with bad experiences and being able to manage and turn them into good experiences. Something as simple as this has been immense at supporting us in providing the best customer experience possible.”

“Gorgias Macros are essential to our business. They make it so easy for customer support or media to quickly answer the same questions again and again — it's a huge time saver. And customer satisfaction goes up a ton when you can answer them immediately.”

“Gorgias has everything I was looking for from a customer support app. It pulls all the craziness of social media and brings it together into a much more manageable space. Having all customer support and media channels funneled to one spot makes it infinitely easier for your customer support team to focus, and do their jobs professionally and with less frustration.”

“We needed to be able to make quick changes and understand them. I have been so much happier, pretty much exclusively because Gorgias’ responsiveness is so great. I knew that we needed that with a company that is so socially based.”