What it does
Sends automated Gorgias messages 7 days post-purchase asking about satisfaction, offering help, and prompting reviews if happy.
Why I recommend it
Proactive outreach reduces support tickets and increases reviews/upsells.
Expected benefits
- Higher CSAT and reviews
- Early detection of product issues
- Opportunities for cross-sell after happy responses
- Reduced churn/returns
How it works
Order fulfilled -> wait 7 days -> trigger Gorgias automation to send personalized email/SMS -> route negative responses to human agent -> log feedback.
Quick start
Send manual follow-ups to a small cohort to refine messaging, then automate.
Level-up version
Segment timing by product type, include video tutorials, and request UGC for social proof.
Tools you can use
Support: Gorgias
Commerce: Shopify, BigCommerce
Messaging: Email, SMS via Gorgias/Twilio
Automation: Gorgias rules, Klaviyo flows
Also works with
Recharge subscriptions, WooCommerce orders.
Technical implementation solution
- No-code: Gorgias rule triggered by Shopify order tag.
- API-based: Webhook -> Customer.io -> Gorgias ticket/comment creation.
Where it gets tricky
Avoiding multiple messages for multi-item orders, respecting opt-outs, and tracking responses for reporting.
