Customer Success Tracks are playbooks to take your customer support to the next level. Based on Gorgias's experience working with over 14,000 e-commerce brands, these best practices will set your team up for success, streamline agent workflows, and p

Customer Success Tracks are playbooks to take your customer support to the next level.Based on Gorgias&apos;s experience working with over 14,000 e-commerce brands, these best practices will set your team up for success, streamline agent workflows, and provide customers with exceptional service.Customer success tracks focus on 5 key areas of customer support - within each track, you&apos;ll find a checklist of simple tasks to complete.By completing these tasks, you will be able to:<ol><li style="font-family: Inter; font-size: 16px;"><a href="https://docs.gorgias.com/en-US/track-1-discovery-455580" rel="noopener noreferrer" target="_blank">Identify trending support issues</a></li><li style="font-family: Inter; font-size: 16px;"><a href="https://docs.gorgias.com/en-US/track-2-speed-455581" rel="noopener noreferrer" target="_blank">Assist customers faster</a></li><li style="font-family: Inter; font-size: 16px;"><a href="https://docs.gorgias.com/en-US/track-3-efficiency-455582" rel="noopener noreferrer" target="_blank">Improve team productivity</a></li><li style="font-family: Inter; font-size: 16px;"><a href="https://docs.gorgias.com/en-US/track-4-delight-455584" rel="noopener noreferrer" target="_blank">Improve customer satisfaction</a></li><li style="font-family: Inter; font-size: 16px;"><a href="https://docs.gorgias.com/en-US/track-5-profit-455585" rel="noopener noreferrer" target="_blank">Turn customer support into a profit center</a></li></ol><div class="note-callout">If you&apos;re on the Advanced or Enterprise plans, you can contact your Gorgias Success Manager and they&apos;ll guide you through these best practices in detail.</div>

Customer Success Tracks 101

Customer Success Tracks are our playbooks designed to help you take your customer support to the next level.Based on Gorgias's experience working with over 9,000 ecommerce merchants, these best practices will set your team up for success, streamline

Identify your most frequently asked questions (FAQs) and trending issues as the first step to providing exceptional customer support is to understand the needs of your customers.Gorgias <a href="https://docs.gorgias.com/en-US/tags-101-81891" rel="noopener noreferrer" target="_blank">Tags</a> allow you to label, sort, and flag tickets, helping your team keep track of the topics your customers are contacting you about. Tags add additional information to tickets which can then be used in Views, Macros, Rules, or for reporting purposes. <h4 id="isPasted">Create a tagging system</h4>Brainstorm, add, and categorize your brand&apos;s Tags using a spreadsheet. Here&apos;s an <a href="https://docs.google.com/spreadsheets/d/19DEIURGmKJNVgkEJOjpJnrCkyuQ_crrB/edit#gid=1110754697" rel="noopener noreferrer" target="_blank">example</a> of how a brand uses a simple Google Sheet to organize its Tags. Discuss with your team what Tags should be used in different scenarios.Use upper-case letters for primary Tags and lower-case letters for secondary Tags. For example, adding not only a [REFUND] but also a [damaged/defective] Tag to a ticket provides additional detail to your customer&apos;s issue.Also, consider using different colors to group similar Tag categories. For example, all returns/exchanges should be one color, order-status inquiries another, product-related questions another, and so on. <h4 id="set-up-auto-tag-rules">Set up Auto-Tag Rules</h4>Use Message <a href="https://docs.gorgias.com/en-US/customer-intents-81924" id="isPasted" rel="noopener noreferrer" target="_blank">intents</a>, keywords, common phrases, and other conditions to automatically tag your tickets.Identify priority tickets, flag urgent tickets, identify VIP customers, and much more. <h4 id="review-your-top-10-tags">Review your top 10 Tags</h4>At the beginning of every month, run a 30-day report under&#xA0;Statistics -&gt; Support Performance -&gt; Tags to review your brand&apos;s top 10 Tags for the month. This will help you understand why your customers are contacting you, and what the most common issues are, and will give you clues on how you can improve your customer experience (shipping delays, quality issues, product defects, etc.). <h4 id="review-tickets-without-tags">Review tickets without Tags</h4>Create a View for tickets where the condition is tags is empty and carefully go through these conversations - what other Tags have you not considered?&#xA0;Continue adding these Tags to your team&apos;s spreadsheet and in Gorgias (Settings -&gt; Productivity -&gt; Tags). <h4 id="review-your-message-intents">Review your message intents</h4>Gorgias automatically detects the <a href="https://gorgias-help-center.gorgias.help/en-US/customer-intents-81924" id="isPasted" rel="noopener noreferrer" target="_blank">intent</a> of every customer message and provides you with insights into why customers are contacting you.At the beginning of every month, go to Statistics -&gt; Ticket Insights -&gt; Intents and run a 30-day report. Now, compare your top 10 message intents to your top 10 Tags - are you noticing any similar trends? <h4 id="brainstorm-and-discuss-with-your-team">Brainstorm and discuss with your team</h4>Meet with your team regularly (monthly) to discuss FAQs, trending issues, or important topics.Encourage teammates to add new Tag ideas to your team&apos;s Tag spreadsheet - preferably in a new tab - which you&apos;ll review during your next meeting. Approve or reject these Tags and update your team accordingly on any new updates. <h4 id="make-tagging-a-requirement">Make tagging a requirement</h4>To make sure you and your team are capturing data on customer support issues every month, make it a team requirement to tag every ticket before closing it.Refer to the above section <a href="https://docs.gorgias.com/en-US/track-1-discovery-455580#review-tickets-without-tags">Review tickets without Tags</a> to identify teammates who aren&apos;t tagging tickets. <h4 id="create-ticket-fields">Create Ticket Fields</h4>As an alternative to Tags, Gorgias <a href="https://docs.gorgias.com/en-US/ticket-fields-101-215324" rel="noopener noreferrer" target="_blank">Ticket Fields</a> are another way to classify your customer interactions in a structured way, helping you generate actionable insights about your customers, processes, and products.&#xA0;Ticket Fields are fully customizable and can be made mandatory, ensuring your CX Team is collecting consistent, structured data from your customers.As a CX leader, you&#x2019;re likely responsible for answering the following questions:&#xA0;<ul><li style="font-family: Inter; font-size: 16px;">Why are customers contacting your brand?</li><li style="font-family: Inter; font-size: 16px;">What products are they contacting you about?</li><li style="font-family: Inter; font-size: 16px;">What did your team do to solve an issue?</li></ul>With this in mind, popular Ticket Fields use cases include Contact Reason, Product, and Resolution.&#xA0;Once <a href="https://docs.gorgias.com/en-US/set-up-ticket-fields-215327" rel="noopener noreferrer" target="_blank">set up</a>, go to Statistics -&gt; Ticket Insights -&gt; Ticket Fields to periodically see your Ticket Field trends:&#xA0;<ul><li dir="ltr" style="font-family: Inter; font-size: 16px;">Review your Top 10 Contact Reasons each month&#xA0;</li><li dir="ltr" style="font-family: Inter; font-size: 16px;">Notate any changes in the Top 10 Contact Reasons</li><li dir="ltr" style="font-family: Inter; font-size: 16px;">Identify any customer pain points (escalate product issues to your Product quality team, escalate delivery issues to shipping partners, etc.)</li><li dir="ltr" style="font-family: Inter; font-size: 16px;">Notate trending actions taken/resolutions (reshipments, refunds, order cancellations, escalations, etc.)</li></ul> <a href="https://docs.gorgias.com/en-US/track-2-speed-455581">Move on to Track 2: Speed</a>

Track 1: Discovery

<h4 id="decrease-your-first-response-time-frt-and-resolution-times-rt">Decrease your First Response Time (FRT) and Resolution Times (RT)</h4>First Response Time plays a crucial role in determining the levels of customer satisfaction. This customer support metric tracks how long it takes for you to reply to the first message in a ticket.&#xA0;Top-performing companies using Gorgias have an average first response time of .54 hours.Resolution Time is the amount of time it takes from when a ticket is created to when it&#x2019;s resolved. It&apos;s a critical metric for tracking team performance, highlighting potential improvements to internal workflows and processes. <h4 id="create-teams-in-gorgias">Create teams in Gorgias</h4>If you haven&apos;t already done so, create <a href="https://gorgias-help-center.gorgias.help/en-US/gorgias-teams-82022" id="isPasted" target="_blank">Teams</a> in Gorgias to designate your agents by function (Level-1, Level-2, Sales, Social Media, Wholesale, Warehouse, etc.). <h4 id="determine-which-views-teammates-or-teams-are-responsible-for">Determine which Views teammates or teams are responsible for</h4>Determine which <a href="https://docs.gorgias.com/en-US/articles/views-60713" id="isPasted" rel="noopener noreferrer" target="_blank">Views</a> agents and teams are responsible for during their shifts. Indicate the priority if they&apos;re monitoring multiple ones (#1 Urgent, #2 VIPs, #3 My Tickets, #4 Unassigned, etc.). <h4 id="set-up-auto-assign-rules">Set up Auto-Assign Rules</h4>Instead of waiting for your teammates to claim or assign tickets to themselves, enable Gorgias&apos;s <a href="https://gorgias-help-center.gorgias.help/en-US/auto-assign-tickets-81838" id="isPasted" rel="noopener noreferrer" target="_blank">Auto Assign</a> feature to automatically route tickets to the agents and/or teams of your choice. <h4 id="create-macros">Create Macros</h4><a href="https://gorgias-help-center.gorgias.help/en-US/macros-81846" id="isPasted" target="_blank">Macros</a> are pre-made responses that help you respond to your customers faster. Is a customer asking you repetitive questions? Use a Macro. Based on your most common FAQs, Tags, and message Intents, create a set of Macros unique to your brand.Here are <a href="https://docs.gorgias.com/en-US/macro-library-82032" rel="noopener noreferrer" target="_blank">examples</a> of the most commonly used Macros formatted for both email and chat.Need ideas? For a list of common Customer Support <a href="https://www.gorgias.com/blog/customer-service-scripts" rel="noopener noreferrer" target="_blank">scripts</a> used by other e-commerce brands.<div class="note-callout">The top Gorgias brands achieve first response times of ~10 minutes and resolution times of &lt;60 minutes by focusing on Macro usage - a healthy team goal is 40-50%.</div> <h4 id="create-auto-reply-rules">Create Auto-Reply Rules</h4>To further automate your work, you can set up <a href="https://docs.gorgias.com/en-US/auto-reply-common-rule-templates-438598" id="isPasted" rel="noopener noreferrer" target="_blank">auto-reply Rules</a> that will send out an automated response to your customers. Depending on the scenario, you can automatically let customers know when to expect a response, answer their most commonly asked questions, provide them with their tracking information, etc.Messages sent by auto-reply Rules technically don&apos;t reduce your First Response Time under your Gorgias Statistics, as Gorgias measures the median time between the first message sent by a customer and the first response sent from an agent, but will still facilitate conversations between you and your customer. <h4 id="create-a-team-first-response-goal">Create a Team First Response goal</h4>Refer to our <a href="https://www.gorgias.com/benchmark-customer-service" id="isPasted" target="_blank">Industry Standards</a> to see how other similar brands in your industry compare. Your First Response Time (FRT) directly correlates with your resolution time and customer satisfaction (CSAT) scores.Make sure your team understands the importance of this metric and bonus/incentivize them accordingly. <h4 id="get-gorgias-automate">Get Gorgias Automate</h4><a href="https://gorgias-help-center.gorgias.help/en-US/automation-add-on-overview-81855" id="isPasted" rel="noopener noreferrer" target="_blank">Gorgias Automate</a> helps 5,000+ brands provide instant resolutions for happier customers and a happier team. Upgrade your CX by resolving basic requests with AI automation and free your team to focus on complex interactions.Watch this brand&apos;s video testimonial where they&apos;ve automated 53% of their customer support tickets: <div class="hd--embed" data-provider="Loom" data-thumbnail><iframe width="100%" src="https://www.youtube.com/embed/k5v5uS45RyE?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe></div> <h4 id="staff-your-team-according-to-your-busiest-hours">Staff your team according to your busiest hours</h4>Staff your team according to your busiest hours. See Statistics -&gt; Support Performance -&gt; Overview to see the # of the tickets created by hour.&#xA0;For example: <img src="https://hsfiles.gorgias.help/help-centers/2648/eQ5bRgGfSN/articles/0xrmrqaonb/1631749301481/screen-shot-2021-09-15-at-4-41-11-pm.png" class="fr-fic fr-dib" style="width: 682px;"> <h4 id="sort-your-views-from-oldest-to-newest">Sort your Views from oldest to newest</h4>It&apos;s very easy to get distracted by new tickets coming into your helpdesk, so make sure to sort all of your Views from oldest to newest.&#xA0;Failure to do so not only impacts your performance statistics but also leads to poor customer experiences for those eagerly awaiting your assistance. <h4 id="consider-subject-matter-experts-smes">Consider Subject Matter Experts (SMEs)</h4>During periods of high volume such as the holidays, consider implementing specialized roles/Subject Matter Experts (SMEs) where different agents/teams strictly handle shipping requests, returns, cancellations, product questions, etc.&#xA0;Dozens of e-commerce teams have reported this being an effective customer support strategy. <h4 id="create-an-internal-resolution-time-team-goal">Create an internal Resolution Time team goal</h4>Create an internal Resolution Time (RT) team goal - refer to <a href="https://www.gorgias.com/benchmark-customer-service/" id="isPasted" target="_blank">Industry Standards</a> for ideas. Similar to First Response Times (FRT), bonus and incentivize your team accordingly. What gets measured, gets managed. <h4 id="see-our-sla-best-practices-for-effective-support-tickets-management">See our SLA Best Practices for Effective Support Tickets Management</h4>Create a service level agreement (SLA) goal to <a href="https://www.gorgias.com/blog/sla-best-practices-for-effective-support-ticket-management" rel="noopener noreferrer" target="_blank">manage customer expectations</a>. With an SLA, you inform customers when they should hear back from you. This also helps your agents understand what&apos;s expected of them and how to prioritize their queues.Once you have an SLA, consider creating Views to monitor any tickets falling outside your agreed-upon service level agreement (SLA).&#xA0;For example:<img src="https://attachments.gorgias.help/k5/hc/mz0e/e99400fe-5bbb-4a6e-b893-bf464bb5f109-d5ca306a-c42d-4ccf-b84e-2ea2a12643f9.png" style="width: 486px;" class="fr-fic fr-dib"> <h4 id="isPasted">Bonus - Gorgias Keyboard Shortcuts</h4>Navigate Gorgias and maximize productivity by using the following Gorgias keyboard <a href="https://docs.gorgias.com/en-US/keyboard-shortcuts-82036" rel="noopener noreferrer" target="_blank">shortcuts</a>. <a href="https://docs.gorgias.com/en-US/track-3-efficiency-455582">Move on to Track 3: Efficiency</a>

Track 2: Speed

Improving your team&apos;s efficiency results in higher customer satisfaction levels and cost efficiency for your company. Important metrics include Average First Response Time, Average Resolution Time, Volume of Tickets Closed, Macro %, and One-Touch %. <h4 id="create-auto-close-rules">Create Auto-Close Rules</h4>Automatically close tickets that don&apos;t require agent assistance (general inquiries, notifications, spam messages, etc.) - check out our main use cases <a href="https://docs.gorgias.com/en-US/auto-close-common-rule-templates-438596" id="isPasted" rel="noopener noreferrer" target="_blank">article</a>.&#xA0;<div class="note-callout">If a customer responds to these tickets, ensure they don&apos;t get automatically closed again by adding a Tag to this Rule and excluding the same Tag from the same Rule, otherwise they&apos;ll never be seen by an agent.</div> <h4 id="add-more-integrations">Add more integrations</h4>Integrations (or Apps) allow you to integrate different platforms and tools with Gorgias which can help streamline workflows and improve productivity by eliminating the need to switch between multiple applications or platforms.Integrations allow you to communicate with customers via new channels, pull information about them from external platforms, and perform actions in outside tools directly from Gorgias, enabling your team to be as productive as possible.<div class="note-callout">Our most successful brands utilize more than 12 <a href="https://docs.gorgias.com/en-US/integrations-(apps)-101-209281" rel="noopener noreferrer" target="_blank">Gorgias integrations</a>.</div> <h4 id="create-follow-up-macros">Create follow-up Macros </h4>We covered this already in&#xA0;<a href="https://docs.gorgias.com/en-US/track-2-speed-455581" rel="noopener noreferrer" target="_blank">Track 2: Speed</a>, but ensuring you have a comprehensive set of Macros addressing every common customer support scenario, will ensure your agents are efficient and your customers receive accurate responses to their questions.&#xA0;Here are <a href="https://gorgias-help-center.gorgias.help/en-US/macro-library-82032" target="_blank">examples</a> of the most commonly used Macros formatted for both email and chat and a list of common Customer Support <a href="https://www.gorgias.com/blog/customer-service-scripts" rel="noopener noreferrer" target="_blank">scripts</a> used by other e-commerce brands<div class="note-callout">The top Gorgias brands achieve first response times of ~10 minutes and resolution times of &lt;60 minutes by focusing on macro usage - a strong team goal is 30%-40%.</div> Track your team&apos;s Macro % usage by going to Statistics -&gt; Ticket Insights -&gt; Macros. <h4 id="track-your-teams-performance-using-statistics">Track your team&apos;s performance using Statistics</h4>Use the <a href="https://gorgias-help-center.gorgias.help/en-US/statistics-81745" id="isPasted" target="_blank">Statistics</a> section in your Gorgias helpdesk to monitor your team&apos;s productivity and efficiency. Here are 5 important productivity metrics:Average First Response Time This customer support metric tracks how long it takes for you to reply to the first message in a ticket. Inside of Gorgias, you can track your average first response time using visual statistics reports that make it easy to spot trends, changes, and issues.Average Resolution Time The average resolution time refers to how long it takes for your customer service team to resolve tickets, with at least one response from an agent (or a Rule).Tickets Closed Per Agent You might also want to measure the number of tickets closed per agent for a certain period. Look at the number of tickets each agent is closing per day to spot differences in productivity. You could look at a longer period, such as per month, to find which agents are consistently closing more tickets, assuming they each work the same number of hours.&#xA0;This will help you discover the agents who deserve praise and bonuses, and which ones might need training. If you find an agent who&apos;s consistently underperforming, it may be time to let them go, unfortunately.Macro % You can get statistics on the utilization of your Macros in any given period and compare this to the use of Tags. For example, if the Tag Cancel Order was used 100 times in one week, but the Macro was only used 50 times, that means that your reps only used the Macro half the time. Talk with your reps about why they&#x2019;re underutilizing certain Macros.&#xA0;You might need to improve the copy of the Macros or add more variables to make it more useful. Or, you might simply need to remind new reps about the Macros feature.One-Touch % Customers love when they can get their issues resolved with a single reply. The single-reply resolution rate (One-Touch %) calculates what percentage of your tickets are handled with the first reply - it&#x2019;s also known as the first contact resolution rate or FCR.Live&#xA0; Due to the prevalence of working from home, this <a href="https://docs.gorgias.com/en-US/articles/live-statistics-60950" rel="noopener noreferrer" target="_blank">real-time feature</a> provides transparency to managers on the daily activity of the team: the workload of your agents at any given moment, how long they&apos;ve been online, and their current status (available or offline). <h4 id="get-gorgias-automate">Get Gorgias Automate</h4><a href="https://www.gorgias.com/products/automate" id="isPasted" rel="noopener noreferrer" target="_blank">Gorgias Automate</a> helps 5,000+ brands&#xA0;answer up to 60% of your most repetitive tickets with a 0-second response time, freeing your team to focus on conversations that need a human touch.&#xA0;<div class="note-callout">Brands deflect up to 52% of their support volume with Gorgias Automate enabled.</div> Includes Flows, Quick Responses, Order Management Flows, Article Recommendations, Help Center, Autoresponders, Automation Statistics, Train My AI, and AI Agent (beta). <h4 id="still-struggling-contact-your-gorgias-success-manager">Still struggling? Contact your Gorgias Success Manager.</h4>For Advanced/Enterprise plans, your Success Manager is here to help you - contact him/her requesting a meeting and they&apos;ll help you optimize your Gorgias helpdesk (settings, Views, Macros, Rules, etc.). Plan to meet with your Success Manager at least once a quarter.Gorgias can also help analyze what types of tickets are generally taking your team the longest to resolve with the highest total message count. Our goal is to help you increase the % of One-Touch tickets (tickets closed with only one response by an agent or Rule).If you&apos;re struggling with team staffing, Gorgias will introduce you to our trusted Customer Support Partner network - they offer temporary, contract, or long-term hiring solutions.If you need help evaluating or implementing other e-commerce tools (order and inventory management, returns/exchange management, email + SMS marketing, shipment tracking, subscriptions, loyalty, analytics, etc.), let us know or fill out this&#xA0;<a href="https://gorgias.typeform.com/to/nXSDqZMV" rel="noopener noreferrer" target="_blank">short form</a>&#xA0;and we&apos;ll introduce you to our certified Partner network. <a href="https://docs.gorgias.com/en-US/track-4-delight-455584">Move on to Track 4: Delight</a>

Track 3: Efficiency

<h4 id="improve-your-customer-satisfaction-scores-csat">Improve your Customer Satisfaction Scores (CSAT)</h4>Speed (first response time), accuracy (resolution time), and friendly customer service are the three pillars of stellar customer satisfaction (CSAT). However, there are proven best practices to ensure positive customer experiences and customer loyalty. <h4 id="enable-the-satisfaction-survey">Enable the Satisfaction Survey</h4><a href="https://docs.gorgias.com/en-US/satisfaction-survey-(csat)-101-81850" rel="noopener noreferrer" target="_blank">Customer satisfaction ratings</a> are one of the best ways to determine how well your team is supporting your customers. <h4 id="isPasted">Find the right CSAT benchmark</h4>Use the <a href="https://www.theacsi.org/" target="_blank">American Customer Satisfaction Index</a> to find the right benchmark for your industry or product categories. <h4 id="understand-the-difference-between-snooze-and-close-actions-in-gorgias">Understand the difference between Snooze and Close actions in Gorgias</h4>Only close out a ticket once the customers&apos; issue(s) have been completely resolved. This will trigger the satisfaction survey to send (if you have the satisfaction survey turned on).Alternatively, snooze a ticket when you want to temporarily close a ticket without triggering the satisfaction survey. This is typically used when you&apos;re waiting for a customer&apos;s response. <h4 id="offer-discounts-promo-codes-or-refund-shipping-for-loyal-repeat-or-dissatisfied-customers">Offer discounts, promo codes, or refund shipping for loyal, repeat, or dissatisfied customers</h4>In addition to other Shopify actions, <a href="https://docs.gorgias.com/en-US/create-gift-card-in-shopify-246588#find-a-gift-card-code" rel="noopener noreferrer" target="_blank">discount/promo codes</a> can be issued using a Macro directly from Gorgias. Use these to incentivize, thank, and retain customers. <h4 id="improve-your-satisfaction-survey-response-rates">Improve your satisfaction survey response rates</h4>Certain brands creatively use a Macro or custom signature to improve their satisfaction survey response ratesFor example: <img src="https://hsfiles.gorgias.help/help-centers/2648/eQ5bRgGfSN/articles/0xrmrqaonb/1631751927498/screen-shot-2021-09-15-at-5-25-18-pm.png" class="fr-fic fr-dii" style="width: 682px;"> <h4 id="review-your-product-issues">Review your product issues</h4><a href="https://www.gorgias.com/blog/customer-support-quality" id="isPasted" target="_blank">77%</a> of consumers say that what increases their brand loyalty most is quality products - every other factor won&#x2019;t improve your e-commerce customer satisfaction if you&#x2019;re not offering great products.Review your damaged orders (or tickets with an order/damaged message intent) within Gorgias to identify SKUs, warehouse issues, or shipping issues affected by damages. <a href="https://docs.gorgias.com/en-US/track-5-profit-455585">Move on to Track 5: Profit</a>

Track 4: Delight

A <a href="https://hbr.org/2015/02/to-improve-sales-pay-more-attention-to-presales" target="_blank">Harvard Business Review</a> study revealed that businesses with strong pre-sales support have win rates of 40-50% new customers and 80-90% return customers. Another study revealed that almost 80% of companies witnessed increased customer loyalty, sales, and revenue after implementing live Chat.&#xA0; <h4 id="install-gorgias-live-chat">Install Gorgias Live Chat</h4>9 out of 10 online shoppers feel that the ability to talk to someone in real-time is what gives them the confidence they need to finish their purchase.In a 2009 article, eMarketer showed studies finding that live Chat could contribute to 36% of online purchases, and fully 62% of those who chatted said they were more likely to buy from a site again.Many case studies show that <a href="https://www.gorgias.com/blog/live-chat-sales-impact" target="_blank">live chat</a> helps e-commerce merchants reduce first response time, boost customer experience, drive leads, and increase sales revenue.Gorgias also explains in this <a href="https://www.gorgias.com/blog/pre-sales-support" target="_blank">article</a> how pre-sales support can grow your business and turn your support team into a revenue-generating center -&#xA0;consider <a href="https://gorgias-help-center.gorgias.help/en-US/chat-getting-started-81789" rel="noopener noreferrer" target="_blank">setting up live Chat</a> for your store. <h4 id="isPasted">Set up Auto-Tag Rules to identify VIPs, website leads, social leads, etc.</h4>Quickly identify and prioritize customers and leads with high purchase intent.&#xA0; <h4 id="install-chat-campaigns">Install Chat Campaigns</h4>Set up <a href="https://gorgias-help-center.gorgias.help/en-US/chat-campaigns-81793" target="_blank">Chat Campaigns</a> to proactively engage your website visitors. Promote products, offer a discount code, suggest bundles, and/or offer assistance. Chat Campaigns have helped Gorgias brands drive new sales, increase average order value (AOV), improve conversion rates, and reduce cart abandonment. <h4 id="isPasted">Get Gorgias Convert</h4>Gorgias <a href="https://www.gorgias.com/products/convert" rel="noopener noreferrer" target="_blank">Convert</a> is an intelligent revenue generation toolkit that unlocks up to 10% GMV for our brands. It helps you maximize revenue from your online shoppers - <a href="https://www.gorgias.com/demo/customers/convert?utm_source=csm" rel="noopener noreferrer" target="_blank">book a demo</a>.&#xA0;<iframe width="100%" src="https://www.youtube.com/embed/pRrZKQghmUI?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe> <h4 id="install-quick-responses">Install Quick Responses</h4>Setup <a href="https://gorgias-help-center.gorgias.help/en-US/custom-self-service-flows-81897" id="isPasted" target="_blank">Quick Responses</a> to guide shoppers through their online shopping journey and provide them with discount codes, return policies, sizing guides, and/or answers to Frequently Asked Questions (FAQs). <h4 id="understand-when-your-customers-are-most-active-on-your-website">Understand when your customers are most active on your website</h4>Refer to Statistics -&gt; Support Performance -&gt; Overview to determine the busiest time of the week/day to staff your sales-focused agents accordingly. In <a href="https://d34w0339mx0ifp.cloudfront.net/content/2020%20Ecommerce%20Stats%20Report.pdf" id="isPasted" target="_blank">2020</a>, the peak hour for e-commerce occurred between 8 pm and 9 pm. <h4 id="monitor-sales-generated-from-support">Monitor Sales Generated from Support</h4><div class="note-callout">For Advanced and Enterprise plans only.</div> <a href="https://docs.gorgias.com/en-US/revenue-statistics-81744" rel="noopener noreferrer" target="_blank">Revenue statistics</a> allow you to measure how much money your support team is generating by helping customers through the purchasing journey. <h4 id="develop-a-sales-commission-plan">Develop a Sales Commission Plan</h4>Using the <a href="https://gorgias-help-center.gorgias.help/en-US/revenue-statistics-81744" id="isPasted" target="_blank">revenue statistics</a> above, create an incentive for your support team when they contribute to sales and hit certain targets.&#xA0;With customer support typically being viewed as a cost, you can now prove your team&apos;s impact on not only customer satisfaction but also on customer acquisition and revenue generation.&#xA0; <h4 id="train-teammates-to-upsell-cross-sell-suggest-bundles-and-offer-bulk-discounts">Train teammates to upsell, cross-sell, suggest bundles, and offer bulk discounts</h4>See <a href="https://www.gorgias.com/blog/what-is-gmv" id="isPasted" target="_blank">What is Gross Merchandise Value (GMV) and How to Increase it?</a> and, synced with your Shopify account, use our product picker to quickly send product links to your customers during conversations.You can create new Shopify orders directly within Gorgias in the right sidebar - simply click on <a href="https://gorgias-help-center.gorgias.help/en-US/shopify-81814" target="_blank">Create order</a>.&#xA0;<ul><li>Add existing products via the search input, add custom items, apply a discount code, change quantities, add a note, add Tags, apply a global discount, add shipping, and charge taxes (or not).&#xA0;</li><li>Choose to create the order as paid or pending.&#xA0;</li><li>Choose to email the invoice to your customer.&#xA0;</li><li>Type a custom message for your customer.</li></ul>E-commerce customer service can make or break your business. Rightfully so, a lot of attention is given to product development, marketing, and customer loyalty. But without great customer service, all of those efforts can crumble.&#xA0; <h4 id="isPasted">Implement our CX Growth Playbook (boost revenue up to 44%)</h4><span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">We interviewed 25+ top ecommerce brands and analyzed data from 10,000+ merchants who use Gorgias. We share our refined philosophy around the future of customer experience and a&#xA0;<span id="isPasted" style="color: rgb(255, 151, 128); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;"><a href="https://www.gorgias.com/playbooks/chapters/cx-growth-1" rel="noopener noreferrer" target="_blank">playbook</a><span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">&#xA0;of 18 tactics to drive revenue by up to 44% through CX.