Support That Sells: AI-Driven CX with Gorgias and REVIEWS.io

Alla Avgustinov

May 8, 2025

5 min read

When you’re running an eCommerce business, every interaction matters. Whether it’s a glowing review, a complaint, or a support request, how you handle these moments shapes your reputation. Integrating REVIEWS.io and Gorgias helps you offer a standout customer experience every time, boosting your bottom line in the process.

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Account details may vary. The feature is now part of the subscription

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Exceptional customer experience is what sets great brands apart. To deliver it, you need to know your audience, listen to their feedback, and respond in ways that build trust and loyalty.

Customer reviews and support play a key role in that.

Reviews reveal how customers feel about your products and services, while support interactions show how well you resolve their concerns.

Both offer valuable insights into what’s working and what needs improvement. And together, they impact your brand reputation, conversion rates, and long-term growth.

But many brands keep reviews and support in separate systems. Support teams manage tickets in helpdesks, while review data is handled elsewhere - often by marketing or operations teams.

This disconnect has a negative results:

Slower Response Times: Agents have to juggle between helpdesk systems and review platforms.
Fragmented Insights: Review data and helpdesk records aren’t combined, so you miss the full customer story.
Inefficient Workflows: Managing separate systems means extra work and duplicated efforts.
Missed Review Triggers: Great support interactions don’t automatically lead to review requests.
Unlinked Trends: Recurring issues in support and reviews remain isolated, making it hard to spot patterns.

Now imagine one dashboard that brings together your customer inquiries and real-time review data.

That’s exactly what the REVIEWS.io and Gorgias integration does. It bridges the gap between customer feedback and support, making your workflows more efficient and your customer experience stronger.

Ready to grow your brand’s reputation? Get started with REVIEWS.io to collect, manage, and leverage customer feedback like never before.

But before we dive deeper into the benefits, here’s a quick look at each platform.

Enhance Your Brand’s Reputation with REVIEWS.io & Gorgias

REVIEWS.io helps you grow your reputation and turn customer feedback into actionable insights. From company and product reviews, to UGC and customer surveys, it’s packed with tools to strengthen your online presence.

Gorgias is a conversational AI platform for ecommerce brands, allowing teams to provide fast, personalized support across the entire shopping journey. From pre-sales questions to post-purchase retention, its powerful AI features and integrations streamline workflows and improve customer satisfaction.

As partners, we work closely with growth agencies like ShopCreatify, helping users make the most of our deep integration.

With it, you can benefit from seamless ticket management, unified data, and more opportunities to grow your brand.

Leverage Unified Data for Smarter Customer Insights

Use Unified Data to Improve Products and Service

Smart use of data is the key to exceptional support. But when customer reviews and support tickets exist in separate systems, agents lack the full picture.

This leads to slower response times, generic replies, and missed opportunities to improve products and services.

The REVIEWS.io and Gorgias integration fixes this by bringing everything into one place.

Agents get instant access to a customer’s order history, past interactions, reviews, survey responses, and even average ratings - all within the helpdesk.

This access to unified data allows you to:

Offer faster, more personalized responses

Customers expect quick, thoughtful support. With full customer insights at their fingertips, agents can respond faster and with greater personalization.

For example, if a loyal customer known for five-star reviews reaches out about a delayed order, the agent can recognize their past engagement, express appreciation, and offer a goodwill gesture, all in one seamless response.

Spot and fix recurring issues

When reviews and support tickets are linked, it’s easier to identify trends and make proactive improvements.

Say multiple customers mention sizing issues in both reviews and support tickets. In response, you can update product pages with clear size guides.

You can also collect review attributes that give first hand insight - like how past customers rate fit according to size based on their height and body type.

A phone shaped screen showing the company Maap's product page. Under, their overall star rating and the option to filter reviews, a specific review pulled out in a different box to show attributes such as the customers height. — *Help shoppers find the right fit with real data from real customers*

It’s a simple fix that not only improves the customer experience but also reduces support tickets.

A beige background, on the left, a white box with a customer contacting a business. On the right, at the top, a box with the customers contact information and name, below, the support ticket details. — *Make better use of your tech stack by sharing customer data between tools like REVIEWS.io and Gorgias.*

This proactive approach can help improve many areas of your business. For example:

Product design and quality control
Website usability and navigation
Checkout and payment processes
Shipping and delivery options
Return and exchange policies

Integration Benefits:

Faster resolutions: Agents have all the information they need in one place.
More personalized support: Customers feel valued when responses are tailored.
Fewer recurring issues: Spot patterns early and make proactive improvements.
Increased efficiency: Less time wasted switching between systems.

With smarter tools and unified data, your support team can deliver exceptional service every time.

Turn Negative Reviews into Retention Opportunities

Negative reviews can feel like a blow to your brand. If they’re ignored, they stick around to harm your reputation and discourage new customers. Worse, you miss the opportunity to recover an unhappy shopper and turn them into a loyal one.

That’s where effective negative review management comes in.

The REVIEWS.io and Gorgias integration automatically flags negative reviews and routes them to the right member of support. They can then respond from right within the helpdesk platform. And with the customer’s full history in view, they have the context to offer a personalized solution.

A beige background with a white square, this shows a toggle which is on to prioritise negative tickets and a number of conditions met like 'contains one of...' — *Route negative reviews to the right support team member for quick resolution.*

It’s a chance to retain valuable custom with support that goes above and beyond.

You can even set up triggers to request an updated review once the issue is resolved. This protects your trust score and shows shoppers how well you handle concerns.

Integration Benefits:

Recover unhappy customers: Show shoppers you care about making things right.
Protect your reputation: Respond quickly and professionally to negative feedback.
Encourage loyalty: Resolved issues can turn critics into advocates.

By handling issues proactively, you turn negative experiences into opportunities for growth.

Turn Support Tickets into Positive Reviews

Most reviews are collected post-purchase. A customer buys a product, and a request is sent for feedback.

If you’re using REVIEWS.io, you can automate the process with customizable flows. These handle review invites and reminders, all based on your chosen triggers. It’s an easy way to collect reviews at scale.

A phone shaped screen showing UGC images of Koh cleaning products, under, review ratings shown. Coming off of this screen is a flow, showing the process of sending a review invite in Gmail, a series of questions to determine if a review invite is necessary. — *Custom flows mean your review requests go to the right people, at the right time*

Now imagine the same process but for customer support.

Once an agent has resolved an issue - and the ticket is closed - an automatic email or SMS asks for feedback. It lands at just the right time, when the interaction is fresh, and the happy customer leaves a glowing review about their experience.

With your flow running in the background, you can turn every support ticket into social proof. It boosts your company star rating, and because REVIEWS.io is a Google Licensed Partner, it boosts your Google Seller Rating too.

A snippet of a google search page showing products by boxraw including a grey bodysuit and blue leggings. The grey bodysuit is pulled out and circled the star ratings. — *Boost your visibility and credibility with Google Seller Ratings*

Integration Benefits:

Collect more reviews: Automate feedback requests for every resolved ticket.
Strengthen your reputation: Turn great support into public social proof.
Boost search rankings: Positive reviews enhance your Google Seller Rating.

With every support interaction, you have the chance to grow your brand’s reputation.

Create Detailed Customer Segments

It’s hard to provide exceptional support when you treat every customer the same. Some need more attention, while others might benefit from tailored offers or recognition.

Without proper segmentation, these opportunities are easy to miss.

With REVIEWS.io and Gorgias, you can create detailed customer segments by combining review data and support records. Use criteria like average ratings, feedback frequency, and review attributes to group your audience effectively.

For example, identify loyal customers with consistent high ratings and ensure they receive VIP-level support. At the same time, flag customers who’ve left mixed reviews and prioritize their concerns.

By tailoring your approach to each group, you improve satisfaction and create more meaningful connections.

Integration Benefits:

Prioritize efforts: Focus on customers who need help or recognition.
Personalize experiences: Tailored support builds stronger relationships.
Improve efficiency: Help agents manage customer interactions effectively.

Segmentation ensures your team works smarter, not harder, while creating better outcomes for every customer.

Speed Up Workflows with AI and Automation

Repetitive tasks can overwhelm your support team, slowing down resolutions and leaving less time for complex cases. AI is the solution.

Gorgias’s AI Agent can handle as much as 60% of support tickets by responding to frequently asked questions in your brand’s voice and even performing actions like updating orders and canceling subscriptions. Plus, it gets smarter over time with your feedback, refining its responses and solving issues faster.

A a beige background, in front, a box showing an email from AI Agent. In front, another box with a conversation with AI Agent. — *Support customers on chat, email, and contact form - instantly and 24/7 - with Gorgias’s AI Agent.*

Beyond streamlining your support function, AI can help you to fill in your sales gap.

AI Agent uses data from a shopper’s website visit, from purchase intent to pages viewed, to help you boost sales and increase engagement. Like a store rep, AI Agent relieves your customers’ pre-sales hesitations with instant answers, product recommendations, and discounts.

Purple background, a rectangle showing different skincare products on levels, below, an AI Agent giving a discount code. In front, a square, showing a sliding scale for discount strategy. — *AI Agent turns hesitant shoppers into enthusiastic customers with dynamic discounts.*

Integration Benefits:

Save time: Let AI and automation handle repetitive tasks.
Improve consistency: Use macros to deliver accurate responses.
Work smarter: Free up agents for more challenging issues.

With AI and automation working together, your team becomes faster, more efficient, and ready to scale.

Maximize the Potential of Your Integration with ShopCreatify

Implementing the REVIEWS.io and Gorgias integration is a game-changer, but getting the most out of it requires the right expertise. That’s where ShopCreatify comes in.

As a Shopify growth agency, they know exactly how to help brands like yours succeed.

They’ve worked with businesses of all sizes to streamline their operations, improve customer experience, and scale effectively. Partnering with them means you’ll get the setup and support you need to hit the ground running.

Here’s what they can do for you:

Smooth Setup: ShopCreatify takes care of the technical side, making sure everything is connected and running the way you need it to.
Custom Workflows: They’ll tailor the integration to fit your business, helping you save time and work more efficiently.
Ongoing Support: Got questions or want to tweak things? ShopCreatify is there to help you get the best results.
Actionable Insights: They’ll show you how to use the combined data from REVIEWS.io and Gorgias to spot trends, fix issues, and create a more personal customer experience.

Having an expert like ShopCreatify in your corner means you’re not just setting up an integration - you’re unlocking its full potential.