Your team answers the same questions all day
Most support tickets are the same handful of questions. Your team types the same answers over and over while the queue grows and first replies slip to days.
Without it
- Slow first replies Customers wait a day or more for an answer to a simple question.
- Same answers, typed again Your team rewrites product and policy answers by hand.
- Risky replies A tired teammate says the wrong thing on a sensitive topic.
- Noise in the queue Order confirmations and automatic mail pile up next to real customers.
With it
- Answers in seconds Everyday questions get a real reply on chat and email.
- Your words, nothing made up It answers only from your FAQ, policies and product info.
- Hard lines it never crosses Sensitive topics always go straight to a person.
- A cleaner queue Automatic mail gets closed quietly, so your team only sees customers.
How it works
What your team sees in the help desk
- Answered"Which one should I get?" Recommended a specific product from your catalog.
- Answered"Does it contain sugar?" A plain product fact, straight from your FAQ.
- Handed to a person"Can I talk to a real human?" Holding reply sent, ticket assigned.
- Handed to a personA health question. It never gives advice, it steps back.
- Closed quietlyA payment notice. It never reached your queue.
Sample report, for illustration.
What you get
- The support agentSet up inside your help desk and switched on one channel at a time.
- Your knowledge, loaded inFAQ, returns policy, product info and your approved wording.
- Your off limits listThe topics it must always hand to a person, tested with real customer phrasing.
- A playbook per question typeStep by step handling for every kind of question you switch on.
- A graded test runYour hardest questions, scored before it answers a single real customer.
- A plain English guide and a walkthrough callSo your team knows how to check and correct it.
- Ongoing tuningFixes and updates after launch, based on your real tickets, for as long as you're on the monthly plan.
Who it's for
Ecommerce brands where a small support team is buried under the same questions, and especially brands with rules about what can and can't be said.
- It fits if you run a Shopify store.
- It fits if most of your tickets are the same 10 or 20 questions.
- It fits if some topics must never get an automated answer.
- It fits if you use Gorgias, or you're happy to move your support inbox there.
It's not for you if you get a handful of emails a week. Just answer them yourself.
Already running
- 80% ideal answers on the brand's hardest questions
- 0 compliance slips in the graded test
- 12 sensitive topics that always go to a person
Running for an ecommerce brand in a regulated category. On its 56 hardest customer questions it gave the ideal answer 45 times, and the other 11 fell back to a safe answer instead of a risky one.
Questions
What does it cost to run each month?
The monthly fee covers me running it and tuning it on your real tickets. On top of that, your help desk plan and what Gorgias charges for each conversation the AI resolves bill to you directly.
How long does setup take?
About 30 days. Most of that is loading your knowledge, writing the off limits list and testing it hard before it talks to a real customer.
What do I need from you?
Admin access to your help desk and your store, your FAQ, policies and product info, and one person who can sign off on the wording for sensitive topics.
Will it make things up?
It answers only from the information you give it. When it isn't sure, it hands the ticket to a person instead of guessing.
Which channels does it answer on?
Website chat and email, from one inbox. Each channel is its own switch, so you go live one step at a time.
