ZapBounce and Gorgias
Gorgias connects support conversations to ecommerce orders, usually from Shopify. The link is made on the customer's email address.
When that address was mistyped at checkout, the link fails, and an agent handling an order query cannot see the order.
The order link is made on the address
A customer who mistyped their address at checkout then emails support from their real address. Gorgias has no matching customer record, so the agent sees a ticket with no order history attached.
The agent asks for an order number, the customer does not have the confirmation email because it bounced, and the conversation takes four times as long as it should.
Verifying at checkout prevents both the bounced confirmation and the broken support link in one step.
How the data moves
Verify at the ecommerce checkout, upstream of Gorgias
The address that reaches Gorgias comes from the order. Fixing it at checkout fixes both systems.
Record the typo suggestion with the order
Where a suggestion was offered and declined, an agent seeing that later can make the connection manually.
Verify addresses agents enter manually
An agent creating a customer record types an address, and that one is unvalidated too.
Use a Gorgias integration to show the verdict
So the agent knows the customer's address on file is unconfirmed before promising a follow-up email.
Setting it up
- Verify at the ecommerce checkout, which is where the address originates.
- Store the verdict and any typo suggestion as order metadata.
- Surface the verdict in Gorgias through a custom integration widget.
- Verify addresses agents enter when creating customers manually.
- Run a batch over historic customers to find mistyped orders that never linked.
- Give agents a search on the typo suggestion so a broken link can be repaired by hand.
Gorgias: common questions
Why can't the agent see the order?
The link is made on the email address. A typo at checkout means the address on the order and the address the customer emails from are different strings.
Where should verification run?
At checkout, upstream of both Shopify and Gorgias. Fixing it there fixes the confirmation email and the support link together.
Can I repair historic broken links?
Partly, by searching on the typo suggestions from a batch over historic orders. It is manual work and it recovers real customers.
Check a Gorgias export today
100 free checks a month, no card. Unknown results and duplicates are never billed.