Gorgias logo
Gorgias logo

All collections

Automation Add-on Overview

The automation add-on is a supplementary subscription for current Gorgias users. This subscription gives you access to a suite of features to supercharge your account.

Note: the Add-on is only available for Shopify stores



How it works

The automation add-on can deflect up to 20% of tickets, so you can focus on high quality support where it’s needed most. Hundred of Gorgias merchants are already leveraging the power of enhanced automation to:

  1. Improve their customers' experience, as 53% of customers prefer to self-serve.
  2. Focus their team on providing great support where it matters most.
  3. Save time and money by automating and deflecting potential tickets.
Let's chat about it! Book a quick demo with our Success team or reach out to your CSM.

Ready to Subscribe? Simply go to Settings -> Billing & Usage -> Automation inside your Gorgias Helpdesk!


Included features

The automation add-on includes a number of features and feature enhancements. Our Product team is working hard to release new additions to this list regularly. Watch this space!

Quick response flows 🙋
Automate the full support cycle by adding up to 4 'quick response' buttons to self-service. When a customer clicks one of these buttons they instantly receive a reply answering their question.

If the customer indicates they are satisfied, the flow is closed and no ticket is created. If they indicate they need more help a ticket is immediately created for an agent to continue the conversation.

Quick response button text and reply messages are fully customisable and can be changed at any time.

Click here to find out more


Custom Chat Flows (Report an Issue) 💬

Unlock 25 custom report issue reasons so your customers can select what’s wrong with their order.

Benefits
• The more granular you get, the more you’ll understand your products and the issues customers have.
• Eliminate the back and forth - know exactly what is wrong at the beginning of an interaction.
• Create Rules to streamline or completely automate your replies based on issue reason - no agent intervention needed!

Click here to find out more


Advanced Tracking Details 📦
Shipping status requests are among the most common across all channels, at 12% on average.

• Reduce WISMO questions by providing new insightful shipping information so customers can track all their orders within self-service.
• Gorgias now offers estimated delivery dates and real-time carrier shipment statuses with over 940 carriers.


Help Center with Self-Service Flows 🚀
Make your Help Center actionable by offering the Self-Service flows for Tracking, Returns, Cancels, and other common issues without needing Chat.


Self-Service Statistics 📊
Quickly gather insights on issues and take quick, corrective action with detailed information on:

• Customer usage and ticket deflections
• Self-service flows distribution
• Products with most issues
• Top issues reported
• Products with most return requests

Click here to find out more


Managed Rules 💼
Perform automated actions without needing to create or manage these Rules. Add these instantly to your account from the Rule Library.

We currently have the following managed rules:
• Auto-close non support emails -> to automatically close any tickets created by incoming emails not related to support eg. order notifications, payment notifications or newsletters
• Tracking information (email) -> to automatically reply to WISMO (where is my order?) email enquiries including tracking information

These rules are created and managed by Gorgias and can be added in a few clicks. They can also be customised to suit your business including the outbound reply copy, variables and block/allow email lists. These lists allow you to specify email address you wish to always included or always excluded.

Click here to find out more

...and plenty more coming soon.

By subscribing to the Automation Add-On, you will get access to all self service and automation initiatives as our product team rolls them out.


Ready to get started?

Our team are ready to get you set up with the Automation Add-on.
  • Basic or Pro Customer -> Book a Demo to learn more
  • Advanced or Enterprise Customer -> Reach out to your CSM

Pricing

Automation add-on subscriptions are billed monthly. The price is ~50% of your base cost. This means it will vary depending on your plan. Please refer to the chart below as a guide for pricing.


Monthly

Yearly

Basic

$30 / month

$360 / year

Pro

$180 / month

$2160 / year

Advanced

$450 / month

$5400 / year


FAQs

What is the automation add-on?

The automation add-on is a supplementary subscription for current Gorgias users. This subscription gives you access to a suite of features to supercharge your account.

Why do I have to pay extra for these features?

Gorgias is committed to delivering a market-leading product worthy of our enterprise merchants and accessible to everyone.

We understand that for merchants who are just starting out, having a low-cost tech stack is important. In order to support small business and help new ecommerce merchants thrive Gorgias is committed to maintaining an entry-level pricing option (the Basic plan).

By making enhanced features optional through add-ons like this one, we are able to provide merchants better flexibility and ensure they have the right solution at any stage of growth.

This pricing model allows us to invest back into the platform and continue to release improvements to our merchants regularly.

How do I add this to my account?

Simply go to Settings -> Billing & Usage -> Automation inside your Gorgias Helpdesk!

What is included?

If you joined Gorgias after October 4th 2021 the automation add-on unlocks the following features:

  • Self Service (chat)
  • Detailed tracking
  • Quick answer flows
  • Custom issue reporting
  • Advanced Statistics (statistics)
  • Self service in Help Center (help center)
I already have some of these features. Why?

If you joined Gorgias before October 4th 2021 you are considered a legacy subscriber and may have access to a number of Automation Add-on features already.

For legacy subscribers the automation add-on feature unlocks the following features:

  • Detailed tracking (self-service)
  • Quick answer flows (self-service)
  • Advanced Statistics (statistics)
  • Self service in Help Center (help center)
  • Custom issue reporting (self-service)
Can I cancel the automation add-on subscription but continue my normal subscription?

Yes! These subscriptions are independent of one another. If you wish to cancel the Automation add-on subscription but continue with your base plan please contact our support team via chat or at [email protected]


Was this article helpful?
Yes
No