We’re excited to announce that Okendo now integrates with Gorgias, the leading helpdesk platform for Shopify retailers. This new integration enables Shopify retailers to improve the customer experience and conveniently manage customer support, by using reviews to pinpoint customers with negative experiences.
As well as being highly-effective for driving conversions, reviews help retailers identify customers who might be experiencing problems with their order. Addressing and resolving these issues is crucial for retailers wanting to continually optimize the customer experience.
The integration enables retailers to automatically route customers who have identified issues with their product or order within their reviews through to Support for triage and follow-up.
For example, if a customer leaves a review with 3 stars or less and/or with negative sentiment, Okendo can automatically create a ticket in Gorgias, enabling a company’s staff to communicate directly with the customer to understand what went wrong and to proactively resolve.
"One of our biggest assets is our unique customer community, so being able to maintain it as active and engaged as possible is key for our business. And making sure that we address any negative experience efficiently and in no time is just as important: this is exactly what the Okendo integration within Gorgias has enabled us to do, by automatically creating a ticket for these cases with the review displayed right next to it."
-- Dan Appelstein, Founder & CEO at BeGummy
"Aside from being excellent at building shopper trust, reviews enable us to identify customers who, for whatever reason, have had a less than stellar experience. The Okendo + Gorgias integration enables us to flag these instances and automatically assign a Gorgias ticket to a member of our Client Services Team, so that we can follow up and do our best to assist them with whatever issues they're encountering. This integration, along with Okendo’s consistent availability and unwavering support, have made the integration between these two platforms seamless and successful!"
-- Jae Sutherland, Director of Client Service at oVertone
How it works
Once Okendo and Gorgias are setup on your Shopify store and you have followed the integration instructions, you’ll be ready to configure the various rules for creating customer support tickets.
These actions are configured from within Okendo and can include:
- Configuring tickets for below a certain rating threshold
- Configuring tickets for reviews with a negative sentiment score
Okendo is the leading customer content marketing platform for high-growth Shopify and Shopify Plus retailers. If you’re interested to learn more about Okendo, implementing customer reviews and building customer communities you can Book a Demo, read our Customer Stories and explore our Features. You can also sign up to Ecommerce Elevated, a fortnightly curation of the best content for high-performance Shopify retailers.