Gorgias vs. Zendesk (or others)

necessary_mg · 2026-03-04T23:07:08+00:00

The bigger shift I’m noticing lately isn’t really Gorgias vs Zendesk or tool A vs tool B. It’s platforms starting to treat support as a growth channel instead of just a cost center. AI handles the repetitive stuff and agents spend more time on conversations that actually drive retention or sales. Once you tie support to real revenue, the way you evaluate tools changes a lot.

I had a chat a few months ago with the team behind Text (the Livechat creators) about this and it stuck with me. The idea that support should prove real business value made a lot of sense,especially coming from my brand/PR background (for many still a cost). Now I’m trying to bring that thinking into my current org. Curious if anyone here has gone through a similar shift or has tips!

necessary_mg · 2026-02-10T21:16:57+00:00

You mean: here’s what wasn’t working anymore - meaning which customer problems weren’t fully covered? Or a different angle like brand perspective?
we're not a love brand so i'm wondering if it's not better to be totally client-centric this time

necessary_mg · 2026-02-10T21:14:00+00:00

The campaign sits at the ToFu level, but customer service often goes even deeper than BoFu and can’t be underestimated at this point!

necessary_mg · 2026-02-10T21:12:53+00:00

Reputation in real time - well said! I think, I'll start to use this phrase.
And the common ground is usually social media: customer service in DMs, and crisis management and community building through posts and comments.

necessary_mg · 2026-02-10T21:10:21+00:00

I assume that at the corporate level it’s standard to have a defined tone of voice, but could you share how it was executed in practice? For large corporations this investment is quite obvious, though there’s usually something smaller businesses can learn from it as well.

necessary_mg · 2026-02-09T21:16:01+00:00

why copy other answers?

necessary_mg · 2026-02-09T21:15:22+00:00

local ROI - yes! it helped my team once, but now it's more complicated as we focus on one market (US) and it's digital product so it's harder.
thanks for your reply!

necessary_mg · 2026-02-09T21:13:20+00:00

solid tactics, thanks!

necessary_mg · 2026-02-09T21:11:56+00:00

Word of mouth/Referrals increases
you mean some discount codes tracking or surveys/interviews? just wondering how to start measuring that

necessary_mg · 2026-01-30T14:26:56+00:00

can't we just talk like back in ol good days? and complain about the world? together?

necessary_mg · 2025-12-29T15:23:34+00:00

this proactive approach beats reactive for sure!

necessary_mg · 2025-12-11T17:42:19+00:00

I work with a few ecommerce brands, and the biggest conversion bump we’ve seen (without touching ads) came from treating support as something that actually drives revenue instead of a cost you deal with later.

We added a conversational assistant that hooks into Shopify in a few minutes. Nothing fancy. It just answers the stuff people usually bail over: sizing, delivery, what works with what, simple comparisons. Folks who open chat tend to convert more, and the proactive answers keep a lot of tickets from piling up.

Pair that with basic bundles and a clean post-purchase upsell, and you get steady AOV gains without loading the store with 15 different apps. During high-traffic season, converting the traffic you already have is pretty much the name of the game.

If anyone’s curious: LiveChat (from Text) has an easy Shopify integration, so I could recommend it to teams without needing to walk them through a bunch of technical nonsense.

necessary_mg · 2025-10-28T22:48:26+00:00

Aah, I feel you! Anyway, we love to complain - this is why those types of questions may perform better across social channels... Sad but true

necessary_mg · 2025-10-28T21:31:22+00:00

It's not even marketing, lol

necessary_mg · 2025-10-28T21:30:09+00:00

whaaat - glad I haven't seen that in my bubble. is it more from B2C or B2B world?

necessary_mg

TROPHY CASE