Gorgias
Your helpdesk is closing sales.
But Gorgias won’t tell you that.
If your CX team handles both pre-sale and post-purchase, you’re sitting on conversion gold.
But Gorgias’s UI? Still stuck in ticket land.
Here’s what you’re missing:
🥇 Pre-Sale Inquiry Volume
Are your support agents helping close deals?
Gorgias logs ticket tags, timestamps, and channels, but offers no report on how many inquiries are pre-sale, who handled them, or if they led to orders.
Without this, you’re under-investing in your most conversion-ready audience.
✅ Try this:
Extract ticket tags and timestamps.
Join to orders via customer email to analyze how many purchases followed a pre-sale support ticket.
Then, deploy better macros, add pre-sale live chat shifts, or prove support deserves that headcount request.
🥈 Agent Workload & Resolution Speed
Who’s overloaded and who’s idling?
The interface won’t show resolution time or case load per agent over time.
You can’t track trends or bottlenecks.
Leads can’t coach performance.
HR can’t rebalance workloads.
And your best agents might burn out silently.
✅ Try this:
Export tickets by agent and week.
Calculate median resolution time and tickets handled.
Use this to rebalance queues, train slower agents, and reward your rockstars.
🥉 SLA Breach Monitoring
Are you meeting your reply-time promises?
Gorgias lets you set SLAs but doesn’t report breaches or response lags at scale.
Support delays hurt loyalty, and you won’t see the problem until complaints pile up.
✅ Try this:
Export created and first-response timestamps.
Flag SLA breaches by tag, channel, and hour.
→ Ready to go next level?
Here’s what’s possible when you join Gorgias data with other tools:
🔁 Revenue Influenced by Support
Join Gorgias ticket timestamps with Shopify or BigCommerce order data.
Filter for purchases made within X days after a support interaction.
→ Prove that support closes sales. Justify staffing
🔁 Churn Drivers by Support Tags
Link Gorgias complaints to Recharge or Stripe churn data.
→ Spot which tags (e.g. “size issue”, “late delivery”) correlate with canceled subscriptions.
→ Prioritize fixes. Flag at-risk users earlier.
🔁 LTV by CSAT or Channel
Join Gorgias CSAT and resolution data with LTV from your order system or warehouse.
→ Do 5-star chat users buy more than 1-star email users?
→ Double down on what drives loyalty.
Your helpdesk isn’t just a cost center.
It’s a growth engine, if you extract the right insights!