The Gorgias team spent the last couple of months improving performance and adding new features to their #1 help desk tool for Shopify. This includes the long-awaited Android app, Yotpo, and SMS integrations.
The Android app has been one of the most requested features on Gorgias since ever. After months of hard work they finally released the first version of the Gorgias Helpdesk for Android. They also fixed a couple of bugs with the iOS app.
You can get the Android app from the Google Play Store.
Un-assign On Reply
From now on, if a chat or messenger ticket is assigned to you and you leave Gorgias, if the customer sends a new message in this ticket, the ticket will be un-assigned from you so that someone else can jump in and respond to the customer. This should help reduce the response time for chat tickets.
This behaviour is enabled by default for all accounts, but you can manage it in the Settings > Chat Assignment section.
Shopify merchants are adopting SMS marketing solutions at an increasing rate. At Gorgias, they believe that all customer communications and channels should be centralized in order to increase the efficiency of the support teams. You can now reply in Gorgias to SMS / texts coming from the following app partners:
- Retention Rocket
You can setup those integrations directly from the backend of the SMS providers platform.
You can now respond from Gorgias to Yotpo reviews under a certain rating (e.g. negative reviews), shoppers questions, past buyers answers, and reviews picked up by profanity detectors.
Stay tuned for exciting new features coming in June including chat business hours, teams, view sharing, and customer notes!