Gorgias is a helpdesk which aggregates all customer communication from email, facebook or chat. Our 3rd party software (Shopify, Stripe, etc..) show all the customer data in one place and automate responses.
We’re using machine-learning to automatically group requests, suggest the right responses and show only the relevant information for the customer support agent to take swift action on repetitive tasks.
All of this packaged with a simple UI that support agents love (150+ five-star reviews https://apps.shopify.com/helpdesk).
We are growing 15% month over month
We are changing the way e-commerce companies built their brands
We are a team of passionate people who want to build the future of customer service
People that work at Gorgias come from different backgrounds and sometimes it can be challenging to be on the same same page. In some cases our work processes are similar to many other companies:
Github for our code and issues. Waffle.io to kanban those issues. Code-reviews on Reviewable - it's awesome! Jenkins to build our docker images and upload them to google cloud. Kubernetes to run everything on GKE. Sentry to collect production errors. Datadog to monitor everything. But there is so much more than just the above processes to engineering:
The way we all come together and decide how certain things will be built The way we talk about a certain refactoring The way we deal with an outage and a bad bug that affects our biggest customers.
We're building an automatic classification of support requests using machine learning.
One of challenges that we have at Gorgias is managing our Rule system which allows our customers to automate their work. It's the first thing we built with Gorgias and it is still the core part of our product.
It converts JS code into Python code and runs it against a context of variables.
In the Gorgias Helpdesk we have a feature called Macro which is a collections of actions (mutations) that can be applied on a Ticket which is a conversation with a customer.
Macros are useful to respond quickly to your customers using Gorgias and are one of the most useful features of our application.
The problem is that there can be a lot of macros in a company, and for a new employee, it can be a very difficult to know or remember to use the right macro at first.
What we're working on is to make their life easier by suggesting the most probable macros for the right customer question. In order to do that we can look at the historical Macro usage and try to predict the Macros ordered by their probability.
Move from a single cluster infrastructure to multiple clusters in different zones.
Take ownership: realize it’s your own company
If something goes wrong, don’t blame, fix. Use available resources to achieve your goals and give back when you’re asked to do it. Give back to your colleagues: help them when need be Personal objectives: discuss and set with your manager your objectives every 3 or 6m
Automate your work
Understand the problem and identify what steps are repetitive and ripe for automation, look for existing SaaS tools to automate them, ask an engineer if you need help. We hire people that can or a willing to learn to automate a big part of their job.
Put the customer first
We’re a customer support company, our customer support needs to shine. Respect the customers trust, data privacy and maintain high availability.
Honest with colleagues and customers.
Not sacrifice honesty for money.
Decide fast using data
Collect data, but don’t spend to long on it. When you’re 80% confident, go
4 weeks a year
Last one was in San Diego :)
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