HomepageUpdated 7 months ago

The Gorgias Homepage is our merchant hub, aimed at helping you to stay updated on new Gorgias features and give you actionable tips on how to better use the platform. It contains a high-level overview of your Gorgias metrics, offers tailored recommendations, and easy access to useful links and resources.

The Homepage takes into account profile-specific information to come up with specific, tailored recommendations on how to better use the helpdesk, and use our features to ultimately drive better outcomes for your customers.

Your Homepage is also your one-stop-shop to find useful links to various Gorgias resources, including Gorgias Academy, our Blog, Product Roadmap, and more!

Leaving your Feedback

Have any feedback about the Homepage? Ideas on what you’d like to see? We’re always happy to hear your thoughts - write to us at [email protected] or contact your Customer Success Manager.

Accessing your Homepage

The Homepage can easily be accessed from the navigation bar on the left had bar, by clicking on the Home icon.

Support Performance Score

Improving something starts with measuring it. Hence why we've created a metric called Support Performance to measure the quality of the support of our merchants.

You’ll find your Score in the top right hand corner of your Homepage.

The metric levels range from 1 (Getting Started) to 5 (Exceptional Support).

We use your First Response Time and Resolution Time in the last 30 days to determine your current support level. You need to meet both thresholds to get to a certain level.

High-Level Metrics and Benchmarks

Keep tabs on your high-level statistics and how you compare to your industry with the four cards towards the top of the page. You can see the 30-day rolling average of your high-level metrics:

• First Response Time
• Resolution Time
• Customer Satisfaction (CSAT)
• Automation Rate

You can also compare your performances to the standards of other Gorgias brands in your industry. These benchmarks are shown in the card, underneath your main metric.

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