Smile Updates

New Smile App: Gorgias

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When you’re up against ecommerce giants like Amazon, the key to differentiating your business is offering exceptional customer service. While it might seem difficult to provide world class customer service online, the combined power of Gorgias and Smile make it easier than ever!

 

What can I do with Gorgias?

Gorgias is a comprehensive customer service tool that has a ton of incredibly valuable functions, such as:

  • Real time messaging, support, and live chat
  • Aggregation of emails, live chat, Facebook, and Instagram messaging in one single dashboard
  • Ability to see customers' data next to tickets, including Smile data such as points, VIP status, and their referral URL
  • Creation of macros and automation rules for frequently asked questions, with personalized variables including Smile data

 

How it works

Once your Gorgias account is set up and running on your store, connecting with Smile is the only thing you need to do to start supporting your customers with rewards data!

Connect your Gorgias account

Gorgias App Store

The process for connecting Gorgias with Smile couldn’t be easier! Go to the Apps section of your Smile Admin, select the Gorgias app, and click the “Install” button. You will then be asked to login to your Gorgias account if you haven’t done so already. Once you’ve done that, you’re ready to start having valuable conversations with your customers!

Start improving your customer interactions

Now that your account is set up, you can start utilizing rewards program data in your customer conversations! When a shopper asks questions about your rewards program, you’ll be able to provide accurate and personalized answers in real time, increasing the value of every customer conversation.

 

How to use Gorgias with Smile

Provide superior context for your support team

When your customer service team is answering a shopper’s questions, you want to make sure they have all the information possible at their disposal. By making your Smile rewards data accessible, you allow them to quickly and effectively personalize every conversation for each customer.

Gorgias Support Context Image

Having this rewards data at their fingertips ensures that your support team answers questions in the way that’s perfectly tailored for each individual customer. After all, a question coming from a member of your bottom tier might require a different response than a question coming from a long-term, top tier customer.

Provide better quality information to your customers

By giving your support team additional context to address customer questions, you improve their ability to provide relevant and helpful answers. Information such as a customer’s rewards tier, points balance, and when they joined the program can offer unique and insightful ways to personalize customer communications.

Knowing a customer’s VIP tier or current points balance also allows you to discuss rewards they can afford or exclusive sales for members of their tier! When your customers are being treated to highly personalized customer service, you’re able to effectively build an emotional relationship with them. They will feel that your company really cares about them and that they’re a valued member of your brand community. These relationships are the key to fostering long lasting, loyal customers who love your brand!

 

Suggest the next Smile app!

We’re excited to add Gorgias to our growing list of Smile Apps, and are looking forward to expanding our list of exciting reward apps!

If you have a suggestion of another app you want to see added, please fill out our app suggestion form.

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