How we build composable ecommerce experiences with Gorgias.

Once more than two people are answering, or once you cannot tell what your most common question is. At that point the inbox is hiding information you need. A helpdesk is less about speed and more about seeing patterns you can then design away.

It is built around the order. Agents see what someone bought, what it cost and where it is, without leaving the ticket, and they can refund or resend from the same screen. General helpdesks are more configurable but need that context wired in.

A good share of them. Where is my order, what is your returns policy and sizing questions are all answerable automatically from order and product data. The trap is automating the questions that need a human, which costs you more goodwill than the saved time is worth.

It does before the sale, not just after. Pre purchase chat questions come from people already considering buying, so an unanswered one is a lost order rather than a service failure. Brands often staff for post purchase volume and miss this entirely.

Two to three weeks to connect the channels, wire up order data and set up the first automations. Migrating history from an existing helpdesk adds time. The tuning continues after launch as you see which macros actually get used.