A practical guide to building and scaling your Gorgias FAQ page

If you're running an ecommerce brand, you probably know the feeling all too well. A constant stream of customer questions floods your inbox, and a huge chunk of them are the same thing over and over: "Where is my order?" These repetitive tickets, often called WISMO requests, can take up a significant amount of your support team's time, and solving them efficiently is key to building real customer loyalty.

A Gorgias FAQ page and Help Center is a solid first line of defense. It’s a reliable self-service spot for your customers to find their own answers, which can head off those common tickets before they ever reach an agent. In this guide, we'll walk through what a Gorgias Help Center is, its best features, how to scale its impact, and how you can layer in AI to unlock some serious, hands-off automation.

What is a Gorgias FAQ and Help Center?

Let's start with the basics. A Gorgias FAQ is usually a single page on your site that answers your most common questions. Think of it as a quick reference for your shipping policy, return process, or product sizing. It’s simple, effective, and a great starting point for any brand.

The Gorgias Help Center is the next step up. It’s a more complete, multi-page knowledge base that you can build and manage right inside your Gorgias account. You can organize articles into categories, add a search bar, and create a whole resource hub for your customers.

The whole point of both is to let customers find answers on their own, whenever they need them. According to Gorgias, merchants who use their self-service tools can reduce tickets by up to 50%. That’s a huge win, freeing up your team to focus on more complex interactions. And since it’s built for ecommerce, the Help Center works smoothly with platforms like Shopify, making it a natural fit for online stores.

Key features and setup of the Gorgias FAQ and Help Center

Gorgias gives you a powerful toolkit for building out your self-service portal. It’s designed to be straightforward, so you can get something up and running without needing to call in a developer.

Core content and customization

The foundation of any good help center is, well, the content. In Gorgias, you can create as many articles as you need and sort them into logical categories and subcategories. This structure makes it much easier for customers to browse and find what they're looking for. If you're starting from a blank slate, Gorgias even provides free article templates to cover the basics like shipping, returns, and payment questions.

You can also tweak the look and feel of your Help Center. Adjusting the fonts, colors, and adding your logo helps create a consistent experience that matches your brand's website. It’s an excellent way to build trust and make the Help Center feel like a real part of your site. Plus, you can embed the Help Center directly onto your site, especially on Shopify, with just a few clicks.

Self-service order management

This is where the Gorgias Help Center shows its true strength as a comprehensive tool. One of its most useful features is the self-service order management portal. Instead of having to email your team, customers can just enter their order details to track a package, start a return, or report an issue with their order.

This turns your Help Center from a simple collection of articles into an interactive tool. It serves up dynamic, personalized information that solves common support requests like WISMO without an agent ever having to get involved.

Analytics and feedback

To help you optimize your support, Gorgias lets you connect your Help Center to Google Analytics, so you can track things like page views, which articles are most popular, and what customers are searching for. This data is invaluable for figuring out what your customers actually need.

There’s also a simple thumbs-up or thumbs-down feedback system built into every article. This direct feedback helps you quickly spot articles that could be made even clearer. A great strategy is to regularly check your Help Center's search queries. If you see a lot of people searching for a topic that you don't have an article for, it's the perfect opportunity to create one and improve your self-service coverage.

Evolving your Gorgias FAQ strategy

A Gorgias Help Center is a fantastic tool, and as your business grows, you can look for ways to make your self-service even more dynamic. A standard knowledge base is a great foundation, but it performs best when paired with ongoing updates.

As you scale, you might find that you want to expand beyond pre-written content. For example, during a new product launch or a peak season, you may want to provide even more real-time, personalized information to your customers.

To maintain the high quality your customers expect, it's a good practice to regularly refresh your help articles to reflect new policies or product updates. This ensures your knowledge base remains a reliable resource.

Finally, while a standard FAQ is excellent for general questions, adding an intelligent layer can help answer more personalized inquiries like, "Why was my payment declined?" or "Can I use my store credit on this subscription order?" By connecting your Gorgias Help Center with other knowledge sources like internal docs or past successful resolutions, you can reach the full potential of your self-service strategy.

Taking your Gorgias FAQ to the next level with eesel AI

This is where AI steps in to complement your existing knowledge base. eesel AI is an AI platform that plugs directly into the tools you already use, including Gorgias, without making you switch helpdesks. While Gorgias has its own AI Agent, eesel AI offers a complementary option by connecting all of your company's knowledge to provide even broader support coverage.

Unify all your knowledge, not just help articles

A key advantage of adding eesel AI is its ability to learn from various sources. It connects to your Gorgias Help Center, but it also securely trains on your past support tickets, macros, Google Docs, and internal wikis. This means it can understand your brand’s voice and product details across all your documentation.

It works alongside your content creation process. eesel AI’s automated knowledge base generation can look at your successfully resolved tickets and suggest new help center articles. This helps you keep your Gorgias Help Center robust and up to date with content that’s already proven effective.

Gorgias integration: Go live in minutes with full control

Integrating eesel AI with Gorgias is very straightforward. The one-click Gorgias integration means you can get set up in minutes. It's a self-serve platform, allowing you to configure everything on your own whenever you're ready.

You also have full visibility before going live. With the simulation mode, you can test the AI agent on your historical Gorgias tickets. You'll see exactly how it would have responded, giving you a clear forecast of your automation potential and efficiency gains before you ever turn it on for your customers.

Automate workflows, not just answers

An AI solution can do more than just answer questions; it can enhance your entire Gorgias experience. The eesel AI Agent can perform custom actions right inside Gorgias to automate entire workflows. It can:

• Look up real-time order information from Shopify.

• Automatically tag tickets so they stay organized.

• Triage incoming requests and send them to the right team.

• Seamlessly escalate complex or sensitive issues to a human agent.

While a standard Gorgias Help Center provides a focused environment for your support content, adding eesel AI allows you to leverage your entire company's knowledge. This combination allows you to answer specific, personalized questions and automate workflows like tagging and triaging, making your support team even more efficient.

A quick look at Gorgias pricing

Gorgias offers a transparent and flexible pricing model that scales with your business. Gorgias’s pricing is designed to be accessible for brands at any stage. The plans are based on "billable tickets" per month, ensuring you only pay for the value you receive.

Gorgias offers several tiered plans to match different team sizes:

• Starter: from $10/month for 50 tickets

• Basic: from $50/month for 300 tickets

• Pro: from $300/month for 2,000 tickets

• Advanced: from $750/month for 5,000 tickets

The AI Agent is available as an option to further enhance your automation. It’s priced based on "automated interactions," with fully resolved conversations typically costing between $0.90 and $1.00. This model allows you to scale your support capacity dynamically, which is especially helpful during high-traffic periods.

Go beyond a standard Gorgias FAQ with intelligent automation

A Gorgias FAQ and Help Center is a foundational tool for any modern ecommerce brand. It’s highly effective at managing repetitive questions and giving your customers the ability to find answers quickly and independently.

As your brand continues to grow, you can build on this solid foundation by making your self-service even more dynamic and intelligent.

By integrating a complementary platform like eesel AI, you can enhance your Gorgias setup with an even more powerful automation engine. It works with your existing tools, leverages your team's expertise, and provides instant, personalized support. This allows your agents to focus on what they do best: building the customer relationships that drive long-term growth.

Ready to see how intelligent automation can enhance your Gorgias support? Start your free eesel AI trial and see how many tickets you can automate in just a few minutes.