'Gorgias' is a customer support-focused company that originally launched in the mid-2010s with a focus on service through email chains and live chats. Gorgias has since adapted to the ever-changing world of online customer service by adding a new focus on social media platforms to its core list of services. This has resulted in Gorgias creating a centralized customer support platform that functions as an all-in-one solution for customer experiences in the modern world.
At its core, the Gorgias platform is an organizational tool backed by an easy-to-use interface and an advanced artificial intelligence. The platform accepts inputs from various sources, such as chats, emails, and various social medias including Facebook, Twitter, and Instagram, and transforms these inputs into open customer support tickets. The tickets are then addressed by an artificial intelligence unless an agent is required.
One notable aspect of Gorgias over competing omnichannel customer support solution providers is its inclusion of SMS, online voice calls, and social media in its core services bundle.
Image Credit: Gorgias
What Makes This Trend Stand Out
- Centralized Customer Support
- Companies can focus on developing customer support platforms that can simultaneously provide services through different communication channels for a streamlined customer experience.
- Social Media Integration
- Incorporating social media platforms in customer support services can expand a business' reach and improve brand loyalty by providing timely engagement with customers online.
- Artificial Intelligence in Customer Support
- The use of artificial intelligence in customer support can automate routine tasks, speed up response times, and improve overall efficiency for the benefit of both customers and businesses.
Sectors Adopting This
- Customer Support Software Industry
- As more companies begin to use customer support software, there is an opportunity for innovation in creating all-in-one solutions that integrate with different communication channels.
- Social Media Management Industry
- Incorporating customer support features into social media management tools can offer customers a seamless experience while improving a brand's online presence and reputation.
- Artificial Intelligence Industry
- Providing artificial intelligence solutions for customer support can benefit businesses by reducing costs associated with hiring and training support staff while enhancing customer satisfaction.
