With this integration, support agents had the ability to view all the necessary subscription details for prompt ticket resolution, eliminating the need to switch between applications.
"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!"
Customer Experience Manager, The Girlfriend Doctor
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.
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 x Loop integration, The Girlfriend Doctor’s CX team could:
Reduce the time taken to resolve subscriber complaints
Provide their subscribers a better experience
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:
Lack of context for support agents within the chat portal while solving subscription related support tickets.
Additional workload and steps in the process in managing tickets in Gorgias and researching the legacy subscription app.
This led to slow response times as each subscription’s details had to be reviewed separately in their previous app.
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 was:
1. Get 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 (they already know that the subscriber is a loyal customer)
2.Directly access the subscription for a specific support ticket
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.
Result: Decreased response times by 40% with the Gorgias x 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 subscription inquiries. This not just saves response time by up to 40%, it also ensures happier customers!