How to Integrate Gorgias with Answerbase on Your Ecommerce Site
Answerbase has partnered with Gorgias so we can ensure that your customers have the best possible experience on your ecommerce site and can utilize the best available channel to get their product questions answered while easily publishing relevant product Q&A pairs to your site to drive traffic and conversions. This article goes over the steps that you should take in order to integrate Answerbase with Gorgias.
Step 1 - Ensure You Have Gorgias and Answerbase Installed into Your Store
In order for this integration to work, you need to sign up to both Answerbase and Gorgias and ensure they are both installed in your ecommerce store. You'll want to ensure that you install Answerbase's product Q&A on your product page and also have Gorgias' chat installed and enabled on your ecommerce site as well.
Step 2 - Identify Gorgias as Chat Provider in Answerbase Q&A Widget Parameters
Within your administration site to under "Integration > 3rd Party Services" as seen here:
And then you can choose Gorgias as your support app as seen here:
Once you've selected "Gorgias", click "Connect" and you'll be asked for your Gorgias ID as seen here:
As shown on the screen, your Gorgias Account is found when you're in your Gorgias asdmin site, look at the URL in the browser and you'll see your account ID as the first part of that URL. Add that and connect your account.
Step 3) Optional to Send All Questions to Gorgias
Once you're connected...you'll see the option to send all questions asked through Answerbase to Gorgias which you can do or you can just answer within Answerbase.
Step 4) Answerbase pulls Relevant Q&A's Answered in Gorgias to Consider Publishing on Product Pages
Answerbase's AI-Enhanced optimization workflows focus on your most valuable products and feed you with the customer demand for information that we discover in Gorgias, what's being asked through Google, asked on forums, etc....so that your marketing team is able to review the content and approve it for publishing to service your customers as a whole. See example here:
So, it will introduce appropriate Q&A pairs that are relevant to future customers to your team, so they can review, edit if necessary, and approve for publishing. The useful content is no longer hidden to just service that one customer, but starts servicing the world in order to increase conversions and grow traffic.
EXAMPLE: See a customer experience where, on average, for every FAQ they publish through Answerbase attracts 88 new customers per year. That's the power of publishing relevant Q&A's to your site and unleashing their true value.
Leading Customer to Chat If They'd Like through Gorgias
When customer are asking their question through the Answerbase widget, you have the option to give them the ability to jump to the Gorgias chat if they'd prefer that as opposed to asking their questions within the product Q&A field. In order to achieve this....If you're a Bigcommerce or Shopify site, you'll see a "Chat Integration" option when you're managing your Answerbase app settings for the widget as you see here:
Simply select "Gorgias" from that dropdown and save your configuration settings.
For any other platform, when you're installing your Answerbase Q&A widget manually into your product pages, if you're integrating with Gorgias you want to ensure that you include the "data-chat-integration" parameter and insert the value of "gorgias".
This is what will allow Answerbase to know that you're also using Gorgias and want the two to communicate with each other....and that will ensure the integration works for you. Once you've completed that change to your widget code, save your changes to ensure that code is reflecting on your site.
Test Your Integration
Go to your product page and test out your integration. Make sure that your Gorgias chat option is showing up on the bottom of your browser:
Once you've confirmed your Gorgias chat is showing....now to go your Answerbase product Q&A on your product page and click into the title to enter a question. You'll notice that when Gorgias chat is available....there will be an additional option for your customers to choose from where they can choose to chat with an agent through Gorgias if they prefer that to posting a new question through Answerbase.
When you click that button, it will automatically open Gorgias' chat where they can go ahead an interact with an agent if they're available.
If you're using either Bigcommerce or Shopify, please go to specific instructions for each here:
That completes your Answerbase and Gorgias chat integration, to help ensure that your customers are engaging with your site in order to get the best product answers through the most desirable channel in order to convert more sales on your site.
Step 1 - Ensure You Have Gorgias and Answerbase Installed into Your Store
In order for this integration to work, you need to sign up to both Answerbase and Gorgias and ensure they are both installed in your ecommerce store. You'll want to ensure that you install Answerbase's product Q&A on your product page and also have Gorgias' chat installed and enabled on your ecommerce site as well.
Step 2 - Identify Gorgias as Chat Provider in Answerbase Q&A Widget Parameters
Within your administration site to under "Integration > 3rd Party Services" as seen here:
And then you can choose Gorgias as your support app as seen here:
Once you've selected "Gorgias", click "Connect" and you'll be asked for your Gorgias ID as seen here:
As shown on the screen, your Gorgias Account is found when you're in your Gorgias asdmin site, look at the URL in the browser and you'll see your account ID as the first part of that URL. Add that and connect your account.
Step 3) Optional to Send All Questions to Gorgias
Once you're connected...you'll see the option to send all questions asked through Answerbase to Gorgias which you can do or you can just answer within Answerbase.
Step 4) Answerbase pulls Relevant Q&A's Answered in Gorgias to Consider Publishing on Product Pages
Answerbase's AI-Enhanced optimization workflows focus on your most valuable products and feed you with the customer demand for information that we discover in Gorgias, what's being asked through Google, asked on forums, etc....so that your marketing team is able to review the content and approve it for publishing to service your customers as a whole. See example here:
So, it will introduce appropriate Q&A pairs that are relevant to future customers to your team, so they can review, edit if necessary, and approve for publishing. The useful content is no longer hidden to just service that one customer, but starts servicing the world in order to increase conversions and grow traffic.
EXAMPLE: See a customer experience where, on average, for every FAQ they publish through Answerbase attracts 88 new customers per year. That's the power of publishing relevant Q&A's to your site and unleashing their true value.
Leading Customer to Chat If They'd Like through Gorgias
When customer are asking their question through the Answerbase widget, you have the option to give them the ability to jump to the Gorgias chat if they'd prefer that as opposed to asking their questions within the product Q&A field. In order to achieve this....If you're a Bigcommerce or Shopify site, you'll see a "Chat Integration" option when you're managing your Answerbase app settings for the widget as you see here:
Simply select "Gorgias" from that dropdown and save your configuration settings.
For any other platform, when you're installing your Answerbase Q&A widget manually into your product pages, if you're integrating with Gorgias you want to ensure that you include the "data-chat-integration" parameter and insert the value of "gorgias".
data-chat-integration="gorgias"This is what will allow Answerbase to know that you're also using Gorgias and want the two to communicate with each other....and that will ensure the integration works for you. Once you've completed that change to your widget code, save your changes to ensure that code is reflecting on your site.
Test Your Integration
Go to your product page and test out your integration. Make sure that your Gorgias chat option is showing up on the bottom of your browser:
Once you've confirmed your Gorgias chat is showing....now to go your Answerbase product Q&A on your product page and click into the title to enter a question. You'll notice that when Gorgias chat is available....there will be an additional option for your customers to choose from where they can choose to chat with an agent through Gorgias if they prefer that to posting a new question through Answerbase.
When you click that button, it will automatically open Gorgias' chat where they can go ahead an interact with an agent if they're available.
If you're using either Bigcommerce or Shopify, please go to specific instructions for each here:
- Shopify Answerbase / Gorgias Integration Instructions
- Bigcommerce Answerbase / Gorgias Integration Instructions
That completes your Answerbase and Gorgias chat integration, to help ensure that your customers are engaging with your site in order to get the best product answers through the most desirable channel in order to convert more sales on your site.
