Enhance Customer Support with Gorgias Macros

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Enhance Customer Support with Gorgias Macros

Streamline Customer Support Responses

Gorgias Macros empower businesses to respond faster and uphold their brand promise consistently in every interaction. By creating pre-made responses enriched with the brand's unique tone and identity, businesses can personalize these responses with custom variables that extract order information directly from popular e-commerce platforms like Shopify, Magento, and Big Commerce. This feature ensures that responses are accurate, efficient, and reflective of the brand's values.

Build an Efficient Response Library

With Gorgias Macros, businesses can build a library of responses to common customer inquiries, eliminating the need to type the same phrases repeatedly. By saving responses to common questions like shipping status, refunds, or sizing, agents can easily access the right macro from the composer interface when responding to tickets. This not only saves time but also ensures consistency in responses across customer interactions.

Enhance Automation with Macros

Gorgias Macros can trigger actions within the workflow to automate tasks and enhance efficiency. By using macros to auto-assign tickets, add tags, or initiate order cancellations or refunds, businesses can streamline processes and reduce manual intervention. This automation feature allows agents to spend more time building relationships with customers and less time on repetitive tasks.

Personalize Responses with Customer Variables

The use of customer variables in macros allows for the automatic population of essential order information like shipping address, order number, and delivery status in responses. This feature not only saves time but also ensures that responses are accurate and comprehensive. By leveraging these variables, businesses can provide a seamless and personalized customer experience.

Track and Manage Macros Effectively

Gorgias provides visibility into the usage of macros, enabling businesses to track the impact of each response template. By monitoring the frequency of macro usage and tracking the last updated date, businesses can identify the most relevant macros and continuously optimize their response library. This visibility ensures that macros remain effective and aligned with evolving customer needs.

Empower Agents and Maintain Brand Consistency

Gorgias Macros serve as valuable training tools for agents, ensuring that they deliver responses in line with the brand's voice and standards. By equipping new and existing agents with macros that reflect the brand's identity and provide comprehensive answers, businesses can maintain consistency in customer interactions and minimize unnecessary back-and-forth communication. This approach enhances customer satisfaction and builds trust.

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