Support Data = Untapped Insights
Your support team knows things your dashboards don’t.
Every ticket contains signal about what’s working, what’s broken, and what customers actually care about. But that data typically lives in Gorgias, disconnected from your commerce analytics.
When support conversations sit in a silo, you miss critical insights:
- Which products generate the most tickets (and why)
- How support interactions correlate with churn
- Whether your FAQ actually answers customer questions
- Which customer segments need more proactive outreach
What the Integration Enables
LTV by Support Frequency
Understand how support interactions correlate with customer lifetime value. Some customers contact support frequently and become your most loyal advocates. Others contact support once and never return.
Knowing the difference helps you:
- Identify at-risk customers before they churn
- Recognize high-value customers who need extra attention
- Optimize support resources for maximum LTV impact
Issue Correlation Analysis
Connect support topics to business outcomes:
- Which issues lead to returns?
- Which issues correlate with repeat purchases?
- Are there product quality problems showing up in tickets before they show up in returns data?
Support-Driven Product Insights
Surface recurring issues that inform product and operations decisions:
- Common product questions that belong in FAQ or on product pages
- Shipping or fulfillment problems before they become public reviews
- Feature requests that indicate unmet customer needs
Demo
Watch the full demo and read the transcript
Getting Started
The integration is available now for existing SourceMedium and Gorgias customers.
Requirements
- Active SourceMedium account
- Gorgias subscription
- Admin access to both platforms
Setup Steps
- Navigate to Integrations in your SourceMedium dashboard
- Click Connect Gorgias
- Authenticate your Gorgias account
- Select your data sync preferences (ticket data, customer data, interaction history)
- Insights begin populating within 24 hours
Once connected, support data flows into your unified SourceMedium dataset alongside transactions, marketing touchpoints, and customer profiles.
Questions? Contact your SourceMedium CSM or reach out to [email protected]
