Gorgias

Join Gorgias and 9 leading ecom experts at the final DTCX event of 2025 🎯 We're closing out the year with Episode 16: The Ultimate Shopify Customer Journey, a live deep-dive into what separates good D2C brands from great ones. On December 4th, we're covering: → How to map customer journeys that create a 360-degree view of every interaction → Breaking down team silos so marketing, support, and ops work in sync → Identifying (and eliminating) roadblocks that kill conversions → Practical tactics to deliver consistent, best-in-class experiences You'll hear from Mallika Malhotra, Senior Customer Success Manager at Shopify, alongside experts from Triple Whale, Corso, ShipBob, Postscript, Okendo, AfterShip, Consio, and Retention.com. 📅 December 4, 2025 ⏰ 2:00–4:00 PM This is the last DTCx of the year — don't miss it. https://lnkd.in/gsFS5m-s

Walking into a haunted house but instead of ghosts it's just thousands of customers with open support tickets asking "Where is my order?" and you don't have AI Agent. 👻 🎃 🧙♀️

In ecom-ville BFCM prep is in full swing, so we're sharing our top 5 favorite Gorgias features that will help your brand handle the holiday rush without burning out: 1️⃣ Busiest Times View – Observe which conversations are most active in each channel 2️⃣ Autofilling Ticket Fields – Categorize (automatically) conversations and keep reports accurate without manual work 3️⃣ Custom Dashboards – Customize all relevant info in one view, consolidating BFCM-specific metrics to monitor 4️⃣ Smarter Call Transfers – Escalate calls to the right agents (including queues), reducing missed transfers when agents are unavailable 5️⃣ Product Recommendations – Strategically leverage AI Agent (and Shopping Assistant) to promote select products while excluding low-stock variants

Online shoppers, to put it in economic terms, have a surplus of questions and a deficit of patience. Which is why your ecom brand should be embracing conversational commerce yesterday. Recently we asked regular people to shop online with the help of our Gorgias Shopping Assistant (and a camera team** 😅), encouraging them to ask as many questions as their hearts desired. The results were gold. Lots of “that was really helpful” and “I’d be lost without this” in and amongst tons of “ADD TO CART”. Are you ready for an extra conversational BFCM this year? (We can help with that!)

FINAL CALL: Less than 24 hours to register 🚨 BFCM is an entirely new beast in 2025. Shoppers expect real-time answers, personalized recommendations, and zero friction before checkout. If your team is drowning in tickets, those conversions are slipping away. Tomorrow's your last chance to join our live event on how conversational commerce is changing the game. We're covering: ↪ Using AI to handle BFCM volume without burning out your team ↪ Turning CX into a revenue channel, not a cost center ↪ Personalization tactics that actually drive conversions ↪ The exact prep checklist top ecommerce brands are using Plus, you'll walk away with our 2025 BFCM Playbook. Don't miss it—register now 👉 https://lnkd.in/gUKGKmQq

If you support customers across different countries or languages, Gorgias can now handle translations for you ✨automatically✨. Inbound and outbound messages are instantly translated into your preferred language, right inside the ticket. No scrambling, no copy-paste, no third-party tools. [Thanks Alessandro for the Spanish theatrics 💃]

Shipping AI agents isn’t the hard part. Baking feedback at scale into their behaviours is where the grind begins! At Gorgias, we’ve iterated a lot on agents. In our biggest migration to date we learned something obvious: the technical lift was the “easy” part. The challenge was building trust in the new engine by leveraging user feedback at scale as we rolled it out. It's crazy to look back and see how the numbers mirror the way we navigated this with Matias Rietig and the ML analytics team: 1- Start with the loudest signals → churn risks deliver the quickest wins 2- Build a system → label symptoms, map to failure modes, rank by impact 3- Scale the loop → expand ownership, tighten cycles, speed up fixes And, obviously, there’s no perfect AI (yet): diminishing returns will show up, plan for them, and right-size the push

The checklist of things CX teams need to take care of before BFCM is…long. (Quite thorough). Extensive! But in an effort to make it more ~FuN~ we translated all those bullet points into a game of BINGO. You can download the official PDF here: https://lnkd.in/ghpwim9B Or feast your eyes upon the gamified version below 👇

There’s a simple way for brands to build trust with their customers, and it’s not hiding in an exclusive PDF. As it turns out (ahem, what the data shows is…) customers really appreciate their questions answered quickly, in real time. And the nature of these responses will often make or brake a sale. We call this “Conversational Commerce”, and are already witnessing it pave the way to better confidence and conversions. Want more proof? Here are a few of our recent favorites 👇 bareMinerals ➡️ 5%+ conversion lift with real-time shade matching, with zero returns on AI-assisted purchases. Tommy John ➡️ $106K from phone support in two months, with 20% of calls converting. Arc'teryx Equipment ➡️ 75% increase in conversion rate, with 23x ROI by turning product questions into selling moments. These brands stopped treating support like damage control and built conversations that reassure at moments of customer indecision. Catch the full breakdown, over on the blog: https://lnkd.in/ds9pke8E

TL;DR - We just added a new metric to better reflect AI ➡️ Human handovers! Because in the age of AI in CX, the notion of a “First Response Time” has changed drastically, and for many support teams, AI Agent takes care of the near-immediate responses. But what about times when AI Agent is unable to handle the request and escalates it to a human agent? In those instances we need a secondary metric to better assess and understand the speed of that handover. This week you’ll notice “Human First Response Time After AI Handover” (HFRT) — yes, it’s kind of a mouthful! — in Gorgias, to give you better visibility over these transfers. Where to find it? 👇 You can now track the HFRT metric in the following Support Performance reports (under the Statistics section): Overview → Median value of the HFRT metric Agent → Median value for each agent Channel → Median value for each channel May your Q4 reports be even more granular 🫡