Gorgias

What's the first task ?outside of work? you would automate? It's true, we've been laser-focused on automation thanks to the recent launch of our AI Agent. So when the mics came out at CX Connect, we couldn't pass up the opportunity to become investigative journalists, and ask CX leaders this hard-hitting question. Your turn ?? Sky's the limit, creativity's the name of the game, what's the first task you're automating? (PS - laws of physics don't apply). [Huge thanks to our patient participants: Amanda Kwasniewicz, Roma Yumul, Molly Wallace Kerrigan, Jessica Botello, Kevin Gould, Zoe Kahn, Caela Castillo, Ronak Shah, Anne Dyer, Ren Fuller-Wasserman, Alexandria Collis, and Danny Taing]. #CX #Automation #AI #CustomerExperience

Connecting with the Future of Innovation!??? Recently members of our ML engineering team (Firas Jarboui and Mohamed Ali Fathallah) attended the incredible?Forum Trium 2024 conference, where we met with some of the brightest engineering students from ENSTA Paris, école des Ponts, Mines Paris - PSL, and ENSAE Paris. With over 3,000 attendees, the event was buzzing with talent, ambition, and fresh ideas. ?? At?Gorgias, we’re revolutionizing customer experience in ecommerce with cutting-edge AI solutions — and we loved sharing this vision with the next generation of innovators. From automating support to exploring new frontiers in sales enablement, we’re building the future of CX, one groundbreaking feature at a time. ??

Claude Computer Use (Anthropic's AI) opens up new possibilities for automating CX in ways we couldn’t before. Throughout this year we’ve been heads down working on automating CX with AI. Our biggest blocker? → Getting access to back office tools that often don’t have APIs But what if we didn’t need an API? → Enter Claude Computer Use Claude can now log into a company’s order management tool, find an order, and even resend it if it was lost— just like an agent would. No API required, just a simple login. I’m currently testing it with the merchant I CSM, GLAMNETIC, shout out to customer and friends Kevin Gould and Mia C. Chiapa for being pioneers on this. More to come on this.

How is loyalty earned? ?? In short, comprehensive post-purchase support. To dive into the details, check out our recent blog post — guest written by Rebecca Lazar, Product Marketing Manager at ReturnGO — that breaks down why the post-purchase experience is a game-changer for ecommerce brands. A sneak peek ?? ? Trust & Loyalty: 96% of customers say excellent service builds trust—and trust leads to repeat business. ? Seamless Automation: From returns to notifications, automation saves time, reduces errors, and delights customers. ? The Power of Integration: With ReturnGO and Gorgias, your support team has everything they need to streamline workflows and keep customers happy. Ready to unlock the full potential of your post-purchase experience? Head over to the blog for tips to turn one-time shoppers into lifelong advocates. ???https://lnkd.in/gnHwxzGj

BFCM is... ? Right around the corner ?? Stressful, at times ??♀? A marathon Now is the time for coping mechanisms (not ebooks), so we compiled a well of *actionable* tips from our team that will help you survive the chaos of the biggest shopping event of the year. Which of these will you be putting into action??

Stronger Together at Gorgias ???? ?? The 2024 retreat season has come to a close! Over the past few months, our P&E, Support, Marketing, Sales & Partnerships, and People teams have come together IRL in fun destinations across the globe. ?? These meetups weren’t just about aligning on priorities for 2025 or reflecting on learnings from 2024 (though we did plenty of that!). They were about forging deeper connections — within teams and across the entire organization. ??? At Gorgias, we believe in the power of in-person moments to strengthen collaboration, spark innovation, and build a sense of belonging that keeps us inspired. We’re feeling recharged, refocused, and ready to take on the future—together. To every team member who joined and contributed: THANK YOU. Your energy, ideas, and drive are what make Gorgias extraordinary.

What a week with the Gorgias team in Algarve, Portugal! ???? Highlights of our time together: - Aligning on how Gorgias AI can better serve more ecommerce brands in 2025 and beyond. - Sharing great ideas and incredible passion for the tactics to achieve that vision. - Finally diving into Screen Studio and Raycast —even for late adopters like me ??. Guillaume Aubert and Calvin Leung, I promise we’re catching up fast! - The "broken phone" exercise in 5+ languages—and those unforgettable killer winks. Huge thanks to Chris de Jong for organizing such a seamless retreat, Max SUTRA for your thoughtful approach to Enterprise, and Justin Holmes for initiating the idea of this retreat. Grateful for this amazing time together! With 15,000+ brands already in our community, we’re more committed than ever to serving even more ecommerce brands in 2025 and beyond. ??

Excellent customer support *especially during BFCM* is everything. Name a brand that’s crushing their CX game ??

BFCM’s been talked about for months. But let’s be real—some of you are still scrambling. It’s fine. Here are three tips to help you survive (and pretend you had everything already planned with Convert ??) 1?? Start conversations via live chat Shoppers don’t need another generic full screen pop up and/or email campaign with a predictable discount. They need help picking the right product. Talk to them. 2?? Reduce abandoned carts Your shoppers didn’t forget… they’re just having decision paralysis. Offer tailored incentives they can't refuse with an exit intent campaign. 3?? Capture emails with compelling messages (make sure to A/B test) If they won’t buy today, at least get their email so you can bother them later lol. Throw in a “sign up for early access” campaign. Subtle? No. Effective? Yes. You got this. Or at least Convert does.

Big improvement for Gorgias Helpdesk right on time for BFCM: the ticket API is now up to 5x faster compared to January 2024. Cutting API latency like this is a game-changer, because it will allow us to increase API rate limits for 3rd party developers to build more on Gorgias. This is the kind of work done behind the scenes that has a huge day-to-day impact for our +50k users. FWIW the screenshot shows how the new architecture reduced latency and errors in the 'Create Message' API operation after deployment. We are BFCM ready. #BFCM #shopify #DTC