Customer service in the post-purchase phase is really a hectic time for support teams. It is their time and opportunity to become sales agents, offering discounts to encourage repeat purchases, etc.
However, due to the unpredictable nature of the post-purchase phase, support teams are often forced to spend most of their time resolving customer issues. In fact, up to 30% of a customer support team’s time and effort is wasted handling repetitive delivery and return related inquiries.
Thus, the need for post-purchase customer support automation and proactive delivery issue resolution is very evident. This is where Gorgias and LateShipment.com come together to arm your support reps with the capability to strengthen customer relationships.
For those of you who are here and unaware of what we do, Gorgias is a powerful customer service helpdesk software that strives to help e-commerce merchants provide exceptional customer service and turn your customer service into a profit center. LateShipment.com is an automation platform specializing in providing solutions for e-commerce businesses to enhance their post-purchase customer experience.
Together, our integration helps businesses deliver a superior customer experience and build customer trust and loyalty in the competitive e-commerce landscape.
We developed this guide (along with a downloadable handbook!) to set up LateShipment.com with Gorgias and equip your support team to get better at understanding and responding to different post-purchase events and have meaningful conversations that drive quality experiences and ultimately impact your revenue.
11 Post-Purchase Events That You Can Automate With Lateshipment.Com And Gorgias
One of the biggest challenges e-commerce merchants face when it comes to resolving post-purchase issues and queries is the lack of information that prevents quick and efficient issue resolution.
Automation takes care of the management of these areas. With the help of Tags to organize and Rules to automate within Gorgias, LateShipment.com helps you extend automation for 11 order delivery and returns events and extend your efforts to provide high-quality customer support to the most critical part of the customer journey — the post-purchase phase.
Event 1: Packages delivered with delays
Rule: Priority: Delayed Delivery
Rule description: Set a higher priority for tickets with the “Delayed Delivery” tag to ensure quicker resolution.
- Set priority based on delay severity
- Add internal notes for future reference
- Automatically adjust the priority based on tags, allowing the team to focus on higher-priority tickets first