Gorgias - Integration Guide for Reviews and Loyalty & Referrals
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Gorgias - Integration Guide for Reviews and Loyalty & Referrals
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The Gorgias integration with both Yotpo Reviews and Yotpo Loyalty & Referrals enables your support team to address customer reviews and questions without ever having to leave Gorgias. The ability to work within a familiar system means faster response times for shopper issues and a more personalized customer experience.
With this integration, your agents will be able to:
- View customer data via the Yotpo Customer Widget - Yotpo data will be displayed in the customer Activity Sidebar. This data includes loyalty points, provided ratings, latest reviews, topics of interest, etc.
- Manage reviews and questions - agents will be able to moderate customer reviews (product & site) and questions from within Gorgias as new tickets.
About Gorgias
Gorgias is a customer support helpdesk built for eCommerce merchants that connects you with your customers across their favorite channels, and lets you automate up to 30% of your ticket volume
Integrating Yotpo and Gorgias
Please note:
- You do not need to have both Yotpo Reviews and Yotpo Loyalty & Referrals in order for the integration to work. The widget simply won't display data related to the absent Yotpo product.
- If you choose to have both products after the integration was already set up, there will not be a need to set it up once more - relevant information will start automatically be shared with Gorgias.
To integrate your Gorgias Helpdesk with Yotpo and add the Reviews & Loyalty data to the customer sidebar:
- In your Gorgias account, go to Settings > Integrations > Yotpo.
- On the top right corner of the page, click the Add Yotpo account button to install the integration.
- You will be redirected to Yotpo. If you are not logged in, you will be required to log in before the installation can continue.
- After you have logged, click the Authorize button to authorize Gorgias to pull Yotpo data into the Gorgias web app.
- After the authorization process, you will be redirected back to Gorgias, where you should see the following screen:
- If you do not see the screen, please repeat steps 1 through 4.
Please note:
Gorgias will provide your Yotpo account with a long default name. You can change the integration name by changing the text in the text input under Integration name and selecting Update integrations.
Yotpo customer widget overview
Below you can see the various customer details that will appear next to the ticket. Click on the arrow to learn more:
Overview data
This includes:
- VIP tier name - The name of the VIP tier that this customer currently belongs to
- Average rating - The average star rating for all reviews given by this customer
- Number of reviews - The total number of reviews given by this customer
Loyalty points
This includes:
- Point balance - Customer's total point balance
- Total points earned - The total number of Yotpo loyalty points that the customer has earned in their lifetime
- Total redemptions - The total number of Yotpo loyalty points that the customer has redeemed in their lifetime
- Successful referrals - The number of successful referrals made by the customer
- Referrals made & clicked - The number of successful referrals that the customer has made
- Referral by another customer - Whether the customer was referred by a different customer
Reviews
This includes:
- Average rating - The average star rating given by this customer for all reviews
- Average site rating - The average star rating given by this customer for all site reviews
- Average product rating - The average star rating given by this customer for all product reviews
- Average sentiment - The average sentiment for all reviews from this customer, detected by Yotpo's AI algorithms. For all sentiment statistics, we show one of three values - positive, neutral, and negative.
- Average site sentiment - The average sentiment for all site reviews from this customer, detected by Yotpo's AI algorithms.
- Average product sentiment - The average sentiment for all site reviews from this customer, detected by Yotpo's AI algorithms.
- Top topics - A list of the customer's top topics of interest - most mentioned and highest sentiment, as determined by Yotpo’s AI engine.
Five latest reviews
This includes:
- Date created - The date that this review was created
- Rating - The star rating given by this customer in this review
- Published status - An indicator of whether this review has been published or left unpublished
- Title and text - The title and text of this review
- Rating upvotes and downvotes - The number of upvotes and downvotes by other customers for these reviews
- Product information - Information regarding the product for which this review was made for.
- Name - This product's name
- Product page - The URL of this product's page
- Category - The product category
- Reviews - The total number of reviews made for this product
- Product rating - The average star rating for this product from all customers
Using Gorgias to respond to Yotpo Reviews and Q&A
Using Yotpo’s native review escalation tools, support agents are able to escalate reviews into Gorgias via Yotpo's moderation interface or using Yotpo’s automatic escalation.
Having issues with the integration?
Contact Gorgias support at support@gorgias.com.
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