What is Gorgias and what is it used for?

Gorgias is a customer support platform tailored for e-commerce businesses. It centralizes customer interactions from various channels—like email, live chat, and social media—into one interface, allowing support teams to manage and resolve inquiries efficiently. Gorgias also integrates seamlessly with tools like Klaviyo to streamline customer service and enhance the overall customer experience.

 

1. How to integrate Gorgias with Klaviyo

Integrating Gorgias with Klaviyo allows you to harness customer support data to drive targeted marketing efforts. Here’s a step-by-step guide to the integration:

  1. In Klaviyo, go to Integrations-> Add Integration and search for Gorgias in the upper left corner.
  2.  Click on the Gorgias box and then Connect to Gorgias button.
  3. Enter your helpdesk URL into the Gorgias Helpdesk URL field in the format yourdomain.gorgias.com (you can see your domain in your Gorgias login page in the address bar).
    Select Sync SMS Conversations if you want to use the integration’s SMS help desk functionality.
    Check Sync reviews and select a threshold if you want to use the integration’s reviews functionality.
    Check Sync customer profile information from Klaviyo to send contacts’ email addresses, phone numbers, profile properties, and more into Gorgias.
  4. Click Complete Setup. This will open a new tab where you will be required to log into your Gorgias account.
  5. Once logged in, select All resources and Authorize the connection.
  6. Review the values and click Confirm.
  7. Click Connect to Gorgias to finish the integration.

All of your contacts in Gorgias will now create Klaviyo profiles, so you can add them to your lists and segments. Also, if you’ve selected the SMS, Reviews, and the Customer profile information options in step 3, you will see SMS and Reviews tickets, as well as customer attributes in the ticket sidebar.

Gorgias-Klaviyo-integration-Setup-integration

2. What data is sent to Klaviyo

Once Gorgias is integrated with Klaviyo, key data points are transmitted between the platforms to enhance marketing and customer relationship management. These events sync with Klaviyo:

  • Opened Ticket
  • Resolved Ticket
  • Completed Survey

Each event is stored with the associated customer profile. If a profile doesn’t exist in Klaviyo, one will be created. When viewing a specific profile, you’ll see details such as:

  • Who the ticket was assigned to
  • Ticket ID and URL
  • Channel (SMS or email)
  • Message content

Additionally, any customer tags you assign in Gorgias are synced with Klaviyo, enabling segmentation and targeted marketing campaigns.

Gorgias-Klaviyo-integration-events

Case Study

For one of our clients, we successfully integrated Gorgias with Klaviyo to streamline their customer support and enhance their email marketing strategy. Here’s how we leveraged this integration:

Step 1: Capture New Email Addresses

The first step was creating a mechanism to capture and subscribe new email addresses to the newsletter. We set up an automation where, upon clicking a specific button in the chat, users were prompted to enter their name and email address. If the user wasn’t already in Klaviyo, a new profile was automatically created. Through an HTTP request, they were automatically added to the newsletter list. Since we implemented a double opt-in process, they had to confirm their subscription via a confirmation email. Once confirmed, they were added to the welcome flow and began receiving emails.

Gorgias-Klaviyo-integration-flows-setup

 

Step 2: Create Targeted Email Flows

Utilizing the data sent from Gorgias to Klaviyo, we developed four key email flows:

  • Post-Ticket Follow-Up Flow: Triggered by the “Resolved Ticket” event, this flow sent a thank you message and product recommendations based on the customer’s inquiry after a ticket was closed.
  • Additional Order Information Follow-Up Flow: Also triggered by the “Resolved Ticket” event, this flow followed up with additional information about the customer’s order, offering further assistance if needed.
  • Survey Response Flow: Depending on the customer’s survey score, they received a follow-up email either requesting further feedback or thanking them and inviting them to engage with our social channels.
  • High-Ticket Volume Flow: For customers who opened multiple tickets within a certain period, we created a retention flow offering them a discount and additional customer support to prevent churn.

Step 3: Auto-Tagging and Segmentation

We also implemented rules within Gorgias to auto-tag customers based on their messages. These tags were then synced with Klaviyo, enabling us to create highly targeted segments. With these segments, we sent personalized email campaigns that resonated with the customers’ specific needs and behaviors.

 

Ready to Transform Your Customer Support and Email Marketing?

By integrating Gorgias with Klaviyo, you can seamlessly leverage customer support data to boost your marketing strategy and improve segmentation.

eCommerce Today is here to help you unlock the full potential of this powerful integration.

Contact us today for a personalized consultation!