Gorgias

The following is a guide on how to integrate Gorgias with Bloomreach Engagement.

Gorgias is a customer support platform that works similarly to Freshdesk or Zendesk. It is a helpful tool for your support team when dealing with customers´ support tickets on your e-commerce stores.

Gorgias allows you to manage customer inquiries and support tickets from various channels such as email, phone, social media, chat, and SMS.

With this integration, you can automatically export information about open and closed support tickets from Gorgias in real time. You can also send data back about your customers (aggregates, customer attributes, expressions, etc.) from Bloomreach to Gorgias in real time.

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Gorgias SMS Conversational Support

For more information about SMS support, refer to our documentation.

How the integration works

Gorgias can help you improve your conversion rates and customer satisfaction by targeted marketing campaigns based on support activity.

• You can exclude customers with open support from promotional campaigns to avoid overwhelming them with marketing messages.
• You can target customers who had positive support experiences with promotions for sales or new products to encourage repeat purchases and drive revenue.
• You can see insights about your customers from Bloomreach (like customer tier, total lifetime value, etc.) inside Gorgias, so you don't have to waste time switching between the platforms.

Gorgias exports support ticket events in real time into Bloomreach. Here is the list of the specific events exported to Bloomreach Engagement.

• Support ticket open
• Support ticket closed

This means that all requests opened or closed after you successfully integrate Gorgias will be automatically exported to Engagement and identified to the existing user.

The integration with Gorgias also allows sending customer data from Engagement to Gorgias in real time. For each updated support ticket, Engagement automatically provides customer fields selected during the integration, for example, Loyalty tier or Number of purchases. Those insights are visible inside a support ticket, on the right side, under the Bloomreach Engagement widget.

Prerequisites

Make sure your project has the following IDs set up correctly:

• email_id - It is a hard ID, lowercased, trimed. Email address is a primary identifier for customers in Bloomreach Engagement.
• ticket_id - It is a soft ID and represents the Gorgias ticket ID.
• gorgias_id - It is a soft ID and represents the Gorgias customer ID.

If your project ID’s do not include the above, please reach out to your CSM or Account Manager.

How to set it up

Gorgias integration can be set up within a few seconds. You need to log in to the Gorgias platform via your Bloomreach Engagement project.

1. Authenticate the app

After you checked your prerequisites, you need to set up the authentication first. Please follow these steps in order to do so:

1. In Bloomreach Engagement, go to Data & Assets > Integrations.
2. Press + Add new integration.

3. Search for Gorgias and press + Add integration.

4. Type your Gorgias subdomain into the Gorgias subdomain field. For example, if your URL used for logging in to Gorgias is www.your_store.gorgias.com, then insert only the your_store part of the URL.
5. Next, press Connect your Gorgias account with Bloomreach and log in to your account.

2. (Optional) Widget mapping

Decide which customer information, if any, should be exported from Engagement to Gorgias for each support ticket. The selected attributes will be visible in each support ticket on the right side in the Bloomreach Engagement widget.

• Attribute - select which attributes would you like to export from Bloomreach
• Label - define under which name an attribute should be present inside Gorgias
• Key - define under which name an attribute should be present inside Gorgias (for using macros inside the Gorgias). The key value should not contain any special characters, numbers, or spaces.

3. Customer ID Mapping

Before you save the integration, define how to display Gorgias identifiers like email_id, gorgias_id, and ticket_id in the Engagement App.

4. Save the Integration

Once all steps above are done, press Save. From now on, every support ticket created or closed in Gorgias will be present in your project in Bloomreach Engagement.

5. Gorgias View

After you successfully create the integration, you can see two integrations listed (turned on) under the HTTP integration tab in the Settings section in your Gorgias account named Bloomreach_Engagament_Ticket_Created, Bloomreach_Engagament_Ticket_Closed.

If you delete one or both of these integrations on the Gorgias side, the integration will no longer work.

If you combine two support tickets into one (for example, ticket A is merged into ticket B), the ticket added to another will not be further updated in Bloomreach (ticket A will not receive further statuses in Gorgias).

In the first iteration of the Gorgias integration, ticket events supported are open and closed. Statuses like reopen, spam, snoozed, or deleted, are not supported in the first iteration (if a ticket is closed and then reopened again, no events will be tracked in Bloomreach Engagement).

Use Cases

Improve your conversion rates by creating targeted marketing campaigns based on support activity

Exclude your unhappy customers with active support tickets from your marketing campaigns.

Increase customer satisfaction

Develop promotional experiences that win back unhappy customers and increase customer satisfaction.

Save time

Information about ticket status and customer insights is automatically exchanged between the platforms, so you do not need to switch between the windows or request detailed information from different teams inside your organization.

Additional Information

When you successfully create the integration, you can see two integrations listed (turned on) under the HTTP integration tab under the Settings tab in your Gorgias account named Bloomreach_Engagament_Ticket_Created, Bloomreach_Engagament_Ticket_Closed. If you delete one or both of these integrations on the Gorgias side, the integration will no longer work correctly.

In the first iteration of the Gorgias integration, ticket events supported are open and closed. Statuses like reopen, spam, snoozed, or deleted, are not supported in the first iteration (if a ticket is closed and then reopened again, no events will be tracked in Bloomreach Engagement).

In the case of sending data to Gorgias, properties are updated after a ticket is updated. Therefore, for tickets that were created before the installation of Bloomreach Engagement, the attributes may not be present initially. They will be updated after a ticket is updated. Additionally, in order to display a widget, at least one customer attribute must be present in the Engagement app for a customer.

Limitations

The Gorgias integration is available on some instances only. This means that some single-tenant instances and new multi-tenant instances may need manual activation of the Gorgias integration by the engineering team first. This is generally requested during a new instance setup or can be requested any time later by contacting our Live chat or your Customer Success Manager.