Gorgias Automate
Designed for
Gorgias – All-in-one helpdesk & live chat, designed for e-commerce stores.
Project Info
Gorgias Automate helps merchants provide instant support to online shoppers, 24/7. It consists on a set of features that help merchants automate simple queries, and give their CX team time for personalized customer care. I have designed Quick Responses, Article Recommendation, and Order Management.
Quick Responses
Problem
Gorgias received numerous customer requests for a solution to address frequently asked questions in chat. These repetitive and frequent queries were time-consuming, and diverted attention from more complex inquiries that demanded dedicated focus from customer support agents.
In response to these requests, the product manager assigned to this project conducted a data analysis to identify areas of opportunity, which I followed with user interviews to assess the issues customers wanted to solve, and gather insights into their expectations for the solution.
Solution
The research showed that most chat questions were from potential shoppers looking for information before making a purchase. Our challenge was to provide instant answers during this consideration stage, helping shoppers feel confident to complete a purchase.
The solution was to allow merchants to surface frequently asked questions in the chat homepage and set automated answers to instantly solve shoppers' questions.
Results
Automate is now a staple Gorgias product – as of February 2024, 38% of Gorgias customers are subscribed to Automate.
Quick Responses was released in February 2022 and has been the main driver for automation rate (% of automated interactions/all interactions) since then.
