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Automation Add-on OverviewUpdated 4 hours ago

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



How it works

The Automation Add-on can deflect up to 30% of tickets, so that you can focus on high-quality support where it’s needed most. Hundreds of Gorgias merchants are already leveraging the power of enhanced automation to:

  1. Improve their customers' experience, as 53% of customers prefer to manage orders on their own.
  2. Focus their team on providing great support where it matters most.
  3. Save time and money by automating and deflecting potential tickets.
Interested in buying the Add-on? Let's chat about it! Book a quick demo with our Success team or reach out to your CSM (for Advanced and Enterprise Clients 🚀)


Automation Add-on features are now available for Shopify, Magento and Bigcommerce stores, but order management flows are only available for Shopify stores. Legacy subscribers will no longer have access to Automation Add-on features if they are not subscribed to the Add-on.


Ready to Subscribe? 🚀


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. Stay tuned!

Quick Response Flows 🙋

Automate the full support cycle by adding up to 6 quick response buttons in your widget. 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 automated reply messages are fully customizable and can be changed at any time.

Click here to find out more. 



Fully Customisable Report order issue flows 💬

Unlock 25 custom reasons in the Report an Issue Order Management flow 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.


Order Management Flows in Widget 📦

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

Reduce Where Is My Order? (WISMO) questions by providing new insightful shipping information so customers can track all their orders within Order Management Flows.
• Gorgias now offers estimated delivery dates and real-time carrier shipment statuses with over 940 carriers.


Click here to find out more.


Order Management Flows in Help Center 🚀

Make your Help Center actionable by offering the Order Management Flows for Tracking, Returns, Cancels, and other common issues without needing to Chat 

Click here to find out more. 


Automation Add-on Statistics 📊

Quickly gather insights on issues and take quick, corrective action with detailed information on:

• Customer usage and ticket deflections
• Automation Add-on flows distribution
• Products with most issues
• Top issues reported
• Products with most return requests

Click here to find out more.


Autoresponder Rules 💼

Install autoresponders and leverage AI to resolve tickets.

We currently have the following autoresponders:
Auto-close spam emails: automatically 
detects and closes irrelevant emails that don’t require a response such as newsletters and spam to save you time filtering through tickets.
Send tracking information email: detects emails related to order status or tracking, replies with tracking link for the shopper's last 3 orders, and auto-closes the ticket. If shoppers reply, the ticket will reopen so you never miss a response.
• Automate return request emails: detects emails related to return requests, and replies with the link to your return portal.

These autoresponder rules are created and managed by Gorgias and can be added in a few clicks. They can also be customized 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.


Article Recommendations in Widget 📄

Suggest articles in Widget based on questions from customers.
When a customer asks a question in your Chat Widget, Gorgias will search your help center and provide the customer relevant articles.

Click here to find out more.


Pricing

Below, you will be able to see the pricing model for the Automation Add-on Subscription, both yearly and monthly. As per our newest Billing Structure change, we’re changing that model to mirror the helpdesk’s pay-what-you-use model. 

This new structure will make the Automation Add-on pricing transparent and support one of the most significant Gorgias values – our customers only pay for the volume they genuinely use.

Yearly Pricing Model : 

Monthly Pricing Model:

If you have a volume of over 5,000 automated interactions monthly, or any further questions or concerns around the pricing model, please reach out to [email protected], if you are on the Basic or Pro plan, or directly to your CSM if you are on the Advanced or Enterprise Plan. 


What is an Automated Interaction? 

An automated interaction is a customer request that is resolved without any agent involvement, by using one of the Automation add-on features.

Interactions can be automated by quick response flows, order management flows, issue reporting, Help Center article recommendations, etc.

A ticket will be considered an Automated Interaction, only if the customer didn't end up speaking to an agent. To clarify further -- if a customer uses one of the Add-on features, but ends up talking to Support via live chat, that ticket will not be considered an Automated Interaction.

Finally, a ticket can never be charged both as an automated interaction and a billable ticket at once, it will either be an automated interaction, or a billable helpdesk ticket.


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 available 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 inside your Gorgias Helpdesk!


What is included?

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

  • Quick Response Flows
  • Order Management Flows in Widget and Help Center
  • Fully customizable Report order issue flow
  • Automation Add-on statistics 
  • Autoresponder rules
  • Article recommendation in Widget


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:

  • Quick Response Flows
  • Order Management Flows in Widget and Help Center
  • Fully customizable Report order issue flow responses
  • Automation Add-on Statistics


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 simply go to Settings  Billing & Usage and select Manage Add-On or contact our support team via chat or at [email protected]


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