The Girlfriend Doctor reduced response time to subscription inquiries by up to 40% using Loop Subscription’s integration within Gorgias

Challenge

The Girlfriend Doctor’s CX team was juggling between multiple apps to solve subscription tickets which occupied a lot of their time and hampered quick resolutions.

Solution

With Gorgias + Loop integration, agents could easily gain context on each support ticket by having the subscription details directly available within Gorgias’ live-chat agency desk.

The Girlfriend Doctor®, led by CEO and founder,  Dr. Anna Cabeca (known as “Dr. Anna”) recently migrated to the Gorgias/Loop Subscription integration. Dr. Anna is a world-renowned Triple-Board Certified OB-GYN and best-selling author of The Hormone Fix and Keto-Green 16 and her latest book, MenuPause.

Through her brand, Dr. Anna has worked with thousands of women to help them understand and improve their health and wellness. On their store, you can find all types of products related to women's health and wellness including menopause support supplements and more. 

The Girlfriend Doctor actively sells subscriptions and recently migrated from another legacy subscription app to Loop to give her brand’s subscribers a seamless experience with multiple integrations.

While migrating, Loop made sure that The Girlfriend Doctor could take their subscriber service to the next level, empowering them to self-manage their subscriptions.

With Gorgias + Loop integration, The Girlfriend Doctor’s CX team could:

1. Reduce the time taken to resolve subscriber complaints
2. Provide their subscribers a better experience

Let's take a look how they did this.

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Challenge: Slow ticket resolution process for subscriber queries

Last year, The Girlfriend Doctor was using a legacy subscription app that did not integrate with Gorgias and that led to a lot of problems for the brand like:

1. Lack of context for support agents within the chat portal while solving subscription related support tickets.
2. Additional workload and steps in the process in managing tickets in Gorgias and researching the legacy subscription app.
3. This led to slow response times as each subscription’s details had to be reviewed separately in their previous app.
4. In the end, the additional workload resulted in slower response times and constricted the customer experience.

Solution: Super-fast support experience for subscribers by enabling better context

Sometimes the difference in average customer experience and extraordinary customer experience is simply giving support agents access to on demand tools and information at their fingertips, eliminating the “hunt and search” when integrating multiple applications.

Loop’s integration with Gorgias solved that. With this integration, The Girlfriend Doctor CX team could gain:

1. Immediate access to subscriber information inside the support portal

Agents could immediately access all subscriber related information inside the Gorgias portal. This gave them quick and relevant context on the history of the subscriber: Number  of Orders, Next Billing Date, Subscription Status, Item price and what products/services they have on subscription.

For instance as you can see in the above portal image, if the subscriber requested to cancel their subscription, the agent could easily see that the subscriber completed 7 orders and offer reward on the next order to retain the business- knowing very well that the subscriber is a loyal customer.

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2. Directly access the subscription for a specific support ticket

With Gorgias + Loop integration, agents could click on the highlighted subscription link to access Loop Dashboard for that individual subscription. This saves various clicks and search time. 

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3. Multiple subscriptions highlighted for one customer

If one customer has more than one subscription then all the subscriptions will be shown on Gorgias with different links. The support agent can easily check each subscription and send an appropriate response to the customer against the complaint they’ve raised.

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Result: Decreased response times by 40% with the Gorgias + Loop integration

We know that customer relationship management is not an easy job. It requires time and effort. But having a one-stop shop for resolving subscription tickets makes it so much easier for support agents to do their job. 

They don’t have to browse through multiple tabs and search through multiple apps to gain information about a subscriber. Instead they can just click on the subscriber link provided by Loop inside the Gorgias portal and be redirected to the relevant subscription. 

With the Loop widget, CSRs can view basic subscription information immediately within the ticket without navigating away from Gorgias.

Agents can offer faster resolution times for susbcription inquiries. This not just saves response time by up to 40%, it also ensures happier customers!

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A message for future users of Gorgias + Loop

"The addition of the Loop subscription widget inside of our customer support Gorgias app has increased the quality of our support by eliminating steps in the process to support customers with their subscriptions. Faster support time is good for our business and most importantly improves our customer's experience with our brand!"

Edith Terolli 

Customer Experience Manager, The Girlfriend Doctor

Want to cut down on support time for subscription tickets? Learn more about the Gorgias + Loop integration.