Last month the Gorgias team released some really exciting new features and improvements for their Shopify, BigCommerce and Magento help desk tool. The latest update brings a self-service chat portal, Instagram mentions, and editable reply threads.
Self-Service Chat Portal
As part of their ongoing mission to take support from painful to extraordinary, Gorgias has just released the chat self-service portal for general availability!
The portal allows your customers to easily access their order status and create templated tickets to report common issues with a shipment directly from within your online shop. This way you can deflect, automate and speed up up to 40% of your chat requests.
Gorgia just added a new channel to their Instagram integration that creates a ticket when a public account @mentions your account.
Once enabled, Gorgias will create a ticket when an account is mentioned in a public post or comment on Instagram, with the post, top-level comments and replies. This new channel allows you to interact with even more current and potential customers on Instagram directly from Gorgias.
To start receiving and responding to Instagram mentions, enable “Enable Instagram mentions” in the Facebook integration settings.
Editable Reply Threads
When forwarding and responding to messages, you can now edit reply threads in email tickets to remove unwanted or unnecessary information in a thread. Simply click the three-dot icon on the bottom right of the text editor and edit the reply thread. This way, you will have full control over what information is contained in an email thread!
Sneak Peek: They are currently working on chat improvements including showing if a customer is online. In addition, they will also add returns and cancellations for the self-service portal as well as a Klaviyo integration.