Gorgias

What's the first task ✨outside of work✨ you would automate? It's true, we've been laser-focused on automation thanks to the recent launch of our AI Agent. So when the mics came out at CX Connect, we couldn't pass up the opportunity to become investigative journalists, and ask CX leaders this hard-hitting question. Your turn 👉 Sky's the limit, creativity's the name of the game, what's the first task you're automating? (PS - laws of physics don't apply). [Huge thanks to our patient participants: Amanda Kwasniewicz, Roma Yumul, Molly Wallace Kerrigan, Jessica Botello, Kevin Gould, Zoe Kahn, Caela Castillo, Ronak Shah, Anne Dyer, Ren Fuller-Wasserman, Alexandria Collis, and Danny Taing]. #CX #Automation #AI #CustomerExperience

Oscaro Power x Gorgias Voice French solar brand Oscaro Power is making sustainable energy accessible with DIY solar kits that help homeowners save up to 50% on installation costs. But with high-ticket purchases like solar panels, customers naturally have a lot of questions. And the majority of these take place over phone. ❌ The challenge? Their old phone support tool wasn’t keeping up with their growth. Agents juggled multiple tabs to track a single conversation, response times lagged, and customers were stuck waiting on hold. ✅ The solution? Switching to Gorgias Voice to provide faster, more personalized phone support while cutting operational costs. With Gorgias Voice, Oscaro Power’s team has achieved: ↳ 50% cost savings compared to their former support tool ↳ 3-5 minutes saved per call, reducing agent workload ↳ 5-hour resolution time, beating the 1-day industry average ↳ Seamless pre-sale support, driving €3,000+ per order As Johan Luiggi, Chief Brand Officer at Oscaro Power, puts it: "𝘎𝘰𝘳𝘨𝘪𝘢𝘴 𝘨𝘪𝘷𝘦𝘴 𝘶𝘴 𝘢 𝘶𝘯𝘪𝘧𝘪𝘦𝘥 𝘷𝘪𝘦𝘸 𝘰𝘧 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘪𝘯𝘵𝘦𝘳𝘢𝘤𝘵𝘪𝘰𝘯𝘴. 𝘞𝘦 𝘬𝘯𝘰𝘸 𝘦𝘷𝘦𝘳𝘺 𝘤𝘰𝘯𝘵𝘢𝘤𝘵 𝘱𝘰𝘪𝘯𝘵 𝘢 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘩𝘢𝘴 𝘩𝘢𝘥 𝘸𝘪𝘵𝘩 𝘶𝘴, 𝘮𝘢𝘬𝘪𝘯𝘨 𝘪𝘵 𝘮𝘶𝘤𝘩 𝘦𝘢𝘴𝘪𝘦𝘳 𝘵𝘰 𝘱𝘳𝘰𝘷𝘪𝘥𝘦 𝘦𝘧𝘧𝘪𝘤𝘪𝘦𝘯𝘵 𝘴𝘶𝘱𝘱𝘰𝘳𝘵." Want to see how Gorgias Voice can transform your phone support? Check out the full case study: https://lnkd.in/g_KWUa-K

SaaStr published a few key takeaways from my talk about our experience rolling out our AI Agent: https://lnkd.in/ekXjka5s

Welcoming New Era Cap to Gorgias! A global leader in accessories and fashion, best known for their partnerships with major sports leagues like the MLB, NFL, and NBA, New Era has built a strong foundation of craftsmanship, innovation, and cultural influence. And now, they’re fueled by Gorgias to help them drive sales and automate support in 2025 and beyond 💪

Two weeks ago we launched new product features designed to help ecom brands drive sales and automate support. First, we debuted them during a live event with our CEO Romain Lapeyre. Next, we summarized the updates in a snazzy slide deck. 𝘉𝘦𝘵 𝘺𝘰𝘶’𝘷𝘦 𝘯𝘦𝘷𝘦𝘳 𝘴𝘦𝘦𝘯 𝘰𝘯𝘦 𝘰𝘧 𝘵𝘩𝘰𝘴𝘦 𝘰𝘯 𝘓𝘪𝘯𝘬𝘦𝘥𝘪𝘯! And now, we present all of the above in video format, starring the ⭐Gorgias team⭐. Are we professional actors? Obviously. Was everyone thrilled to have a camera in their face? Of course. Did we have to bribe grown adults with little chocolates? No comment. Now go enjoy an unconventionally entertaining software update and let us know if you want more👇

There's nothing more inspiring than seeing a Gorgias merchant succeed and create real value through their customer support efforts. Here’s a look at the 2024 results from one of our beauty brand customers in LA: They used AI Agent to automate 50% of their support tickets, and the results are impressive 👉 +30% increase in orders from support interactions 👉 20% drop in total ticket volume 👉 35% improvement in their contact rate AI Agent has transformed their helpdesk, making it more efficient while also driving more sales and order conversions. Plus, with fewer routine tasks, their CX team has more time to focus on meaningful, human-centered interactions. For 2025, I’ll be sure to include the revenue numbers AI Sales Agent helped generate.

"You're so funny!" Thanks. Up until last year I was knee deep in the company email account answering customer support tickets manually for 7+ hours a day. 

Looking for a tool that can highlight the value customer experience brings to your entire organization? Let us introduce you to ⭐Ticket Fields⭐, the modest but mighty Gorgias feature that unlocks a wealth of insights. These customizable, structured fields help your CX team collect, organize, and analyze data with precision, going far beyond the functionality of tags. Here’s how Ticket Fields supercharge your customer service: 1️⃣ Spot trends like return reasons or product feedback to inform smarter business decisions. 2️⃣ Boost accuracy with conditional fields that adapt to ticket context, capturing the right details every time. 3️⃣ Simplify training with intuitive tools and best practices your team can implement quickly. Head over to the blog to learn more about how to transform unstructured support tickets into accurate, and actionable takeaways. https://lnkd.in/d2VW9Bsk

Up until recently, Trove Brands faced a reoccurring challenge around order cancellation requests. The biggest spikes in cancellations followed exclusive product drops, and the results were always the same: high return rates, avoidable fulfillment costs, and shared frustration for agents and consumers alike. Luckily, they found a swift solution in Gorgias’s AI Agent, and more specifically, the brand new “Actions” feature that fully resolves tickets autonomously—all while following the brand’s instructions. “𝘛𝘩𝘦 𝘈𝘤𝘵𝘪𝘰𝘯𝘴 𝘧𝘰𝘳 𝘰𝘳𝘥𝘦𝘳 𝘤𝘢𝘯𝘤𝘦𝘭𝘭𝘢𝘵𝘪𝘰𝘯𝘴 𝘩𝘢𝘴 𝘪𝘮𝘱𝘳𝘰𝘷𝘦𝘥 𝘵𝘸𝘰 𝘬𝘦𝘺 𝘵𝘩𝘪𝘯𝘨𝘴. 𝘐𝘵 𝘳𝘦𝘴𝘱𝘰𝘯𝘥𝘴 𝘵𝘰 𝘵𝘪𝘤𝘬𝘦𝘵𝘴 𝘸𝘪𝘵𝘩𝘪𝘯 𝘢𝘣𝘰𝘶𝘵 30 𝘴𝘦𝘤𝘰𝘯𝘥𝘴 𝘢𝘯𝘥 𝘪𝘵 𝘪𝘴 𝘢𝘷𝘢𝘪𝘭𝘢𝘣𝘭𝘦 24/7. 𝘙𝘦𝘨𝘢𝘳𝘥𝘭𝘦𝘴𝘴 𝘰𝘧 𝘸𝘩𝘦𝘯 𝘢 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘱𝘭𝘢𝘤𝘦𝘴 𝘵𝘩𝘦𝘪𝘳 𝘰𝘳𝘥𝘦𝘳, 𝘵𝘩𝘦 𝘭𝘪𝘬𝘦𝘭𝘪𝘩𝘰𝘰𝘥 𝘰𝘧 𝘲𝘶𝘪𝘤𝘬𝘭𝘺 𝘤𝘢𝘵𝘤𝘩𝘪𝘯𝘨 𝘢𝘯𝘥 𝘤𝘢𝘯𝘤𝘦𝘭𝘪𝘯𝘨 𝘵𝘩𝘦 𝘰𝘳𝘥𝘦𝘳 𝘩𝘢𝘴 𝘪𝘯𝘤𝘳𝘦𝘢𝘴𝘦𝘥 𝘣𝘺 70% 𝘴𝘪𝘯𝘤𝘦 𝘸𝘦 𝘴𝘵𝘢𝘳𝘵𝘦𝘥 𝘶𝘴𝘪𝘯𝘨 𝘈𝘤𝘵𝘪𝘰𝘯𝘴. 𝘐𝘵’𝘴 𝘢𝘯 𝘦𝘹𝘤𝘦𝘱𝘵𝘪𝘰𝘯𝘢𝘭 𝘳𝘦𝘴𝘶𝘭𝘵.” - Jonathan Clare, VP of Customer Service at Trove Brands. Since putting Actions to work, Trove Brands has seen major improvements in their overall customer experience, boasting a 45% automation rate and 70% reduction in failed order cancellation requests, plus a 99.93% decrease in first response time (down from 11 hours and 30 minutes to 30 seconds!) during BFCM 2024. For more wins and insights, find the full customer success story on our blog 👉 https://lnkd.in/ggW-FSAD

10 days ago, we revealed our Q1 product rollout during our Winter Launch event, with over 350 live attendees. Thanks to everyone who joined us for the big reveal! Our product team is now about 100 people, so there's a lot being built by all our engineers. Here are the highlights: 1️⃣ New channels for AI agent → Chat & Contact Forms 2️⃣ Auto-QA tickets with AI → Measure interaction quality for your team and AI 3️⃣ Chat on Shopify Checkout → Directly engage shoppers on the Shopify Checkout page with Gorgias Chat. And our big bet for 2025 and beyond… 4️⃣ AI Agent for Sales (in BETA) → a new pre-sales approach with personalized, context-aware recommendations that turn browsers into buyers, at scale, while you sleep. In addition to these major upgrades, we’ve released dozens of smaller improvements to help your business succeed. The future of ecommerce is here, and Gorgias Conversational AI is just the beginning. Check out the full release on the Winter Launch page in comments. Happy to get your feedback in the comments too!