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Installing Self-Service

Our self-service portal is a feature which can be enabled on your chat widget. It allows your customer to check their order status, tracking number, and shipping information, as well as to create templated tickets when reporting order issues. This means that your customer don't need to start a chat with your agents in order to get the needed information. Therefore, our self-service chat portal can easily deflect and automate up to 30% of your chat tickets!


How it works

Shoppers can log into the self-service portal on your chat. They can choose to receive a one-time password (6-digit verification code) via email or SMS and log in by inputting the code that they receive in the self-service portal. The option to log in using email and order number is also available if they are unable to log in using the one-time password.


Please note that at the moment the one-time password login is only available for English speaking stores but we're working on bringing this to other stores very soon.
Please bear in mind when the customer requests the cancellation or a return, the action will not be automatically executed. Using rules, you can tag these kinds of requests and then prioritize them. Additionally, you can set an auto-response that will let your customers know that their request is being reviewed.


Setup instructions

Before you begin, let's confirm real quick that your store is compatible with the self-service integration!

To activate the self-service portal in your Shopify store, you must be using:

1. The newest version of the Gorgias chat on your website

Customers using the depreciated chat must migrate to the new chat to use this feature. If you do not have one, you must first create a Gorgias chat integration to use the self-service portal.


2. Shopify for your backend

The self-service portal is not compatible with other e-commerce platforms just yet, such as Magento or BigCommerce.



And are you one of our Add-on subscribers?

If you are, as soon as you install Gorgias on your Shopify store, a self-service (help center) portal will be created automatically for you! A heads-up banner will be displayed in your help center and self-service pages to notify you of this.


Ready to go? Please follow the instructions below in order to install:

1. In Gorgias, click on SettingsSelf-service (under Automation) and then pick the store that you want to set up the integration on:


2. On the next page you will have the option to set up your Quick Response Flows. More on them here.


3. On the other tab on the same page you will find Order Management Flows.

  1. As you can see the options are: Track, Report Issue, Return, Cancel.
    • Track:
      Almost certainly the most common question that you'll get asked is if your shoppers can get the status of their order. This option will automate those responses for you.
    • Returns:
      This option will allow your customers to file a return request directly from your self-service portal. You can choose the conditions for eligibility, either 'Order Created' or 'Order Delivered'.
      You can choose how long ago for both, as an additional condition on the following page.
    • Report Issue:
      This option is highly customizable and you can find out more about those options in this guide. By default, you will have the following options at your display:
    • Cancel:
      You can choose the eligibility window for Cancellation as well - 'Unfulfilled', 'Processing Fulfillment' or 'Pending Delivery'.


Perfect! Feel free to check out what it looks like on your webpage. Your customers will now see the self-service interface when they open your chat widget. If they prefer to start a conversation with an agent instead, they'll still be able to do that!


Order details page

We have improved the order details your customers can see when using self-service on your website!

Now you can quickly get a summary of all the important information regarding their order directly from our self-service flows:

  1. Shipping information
  2. Billing information
  3. Payment information


Most recently we have improved order tracking for your shoppers as part of self-service flows in both the Gorgias Chat and Help Center integrations.

As soon as a tracking number is added to a Shopify order, Gorgias fetches the relevant info directly from the carrier via our seamless AfterShip integration, and we're able to track the shipment, display a precise timeline of its delivery and an estimated date of arrival.


This feature is available for merchants that have the Automation add-on enabled.


Return Quantity

Your shoppers can select the quantity they want to return of one same item. This is convenient if your customer purchased multiple pieces of the same product.


Troubleshooting

I'm seeing the following error message on my self-service portal settings page:

If you are seeing this error message, then you don't seem to have an active Shopify store integration or an active chat integration at the moment. You must integrate your Shopify store with Gorgias and activate the chat integration in order to enable the self-service portal.


I took part in the beta program and now my self-service portal isn't showing up or working as it was previously.

If you participated in the Beta Program and installed the chat before 02/05/2020, you may need to reinstall the chat self-service portal. If your self-service portal is showing up and running as expected, you do not need to change anything.


I changed my chat language, but the self-serve options are still in English. Why is that?

The change will reflect on the self-serve part of the chat as well, from your customers' perspective. This is just a minor bug at the moment where the change isn't reflected in the helpdesk UI, but is on chat.


FAQs

How are billable tickets calculated for the self-service chat portal?

Right now, a self-service chat ticket is only considered billable if the customer reaches an agent.

This can be done either by clicking the "Talk to agent" button and creating a live chat or going through the issue-reporting flow to create templated tickets. If a customer clicks the "track" button and does not open a ticket, this is not considered billable.

Over time, as we build more complex automation flows that can create and close tickets without agent input (i.e. return flow that creates return labels), these tickets will be considered billable. We will provide more information as we build out new functions for the self-service portal!


Once the customer started a chat with an agent and it's still ongoing, when will the chat revert back to the self-service portal?

Once the customer starts a chat with you, they will still be able to go back to the self-service dashboard by clicking on the little arrow next to the chat icon as shown on the screenshot below:

However, if the last message in the chat was your agent's message and the customer didn't get back to you after that for 24 hours, the chat will revert back to self-service on its own. This means that, if the customer comes back and opens the chat once again after 24 hours, they won't see the conversation that they had with the agent any longer. They will be prompted to start a new one, or use the self-service portal.

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