Your support agents are resolving tickets for high-value customers without knowing they're VIPs. They're issuing refunds when loyalty points would preserve revenue. They're missing referral opportunities after every resolved issue. Connecting your Shopify loyalty program to Gorgias fixes this in under 15 minutes—no developer required.
When loyalty data appears directly in support tickets, agents can personalize responses, reward instead of refund, and identify your most valuable customers instantly. Brands using this integration report 40% of tickets can be automated with basic loyalty data and macros, while VIP customers receive the priority treatment that keeps them spending 195% more than standard shoppers.
Key Takeaways
- Loyalty-Gorgias integration takes 5-15 minutes via OAuth authentication for most platforms—no code required
- 40% of support tickets can be automated using loyalty data combined with Gorgias macros
- VIP customers identified in tickets spend 195% more than non-VIPs
- Offering loyalty points instead of cash refunds preserves revenue and reduces the cost of customer appeasements
- Loyalty data syncs are event-based—data refreshes only after message activity, not in real-time
Why Connect Gorgias with Your Loyalty Program?
Most support teams operate blind. An agent sees a ticket, resolves the issue, and moves on—never knowing that customer has 50,000 loyalty points, sits in your Platinum VIP tier, or has referred 12 friends. This disconnect costs brands real money.
The Unified Customer View Advantage
When Gorgias pulls in loyalty data, every ticket sidebar displays:
- Points balance – Know instantly if offering bonus points makes sense
- VIP tier status – Identify high-value customers before responding
- Referral link and history – Turn satisfied customers into advocates
- Redemption history – Understand how engaged they are with your program
- Birthday and enrollment date – Add personalization touches
This context transforms generic support into personalized service. Instead of "Sorry about your damaged item, here's a refund," agents can say: "As a Gold member with 12,000 points, we've added 2,000 bonus points to your account—that's worth $20 toward your next order."
Impact on Lifetime Value
The financial case is straightforward. Loyalty members generate 118% higher AOV compared to non-members. When support teams can identify and prioritize these customers, retention improves. When they can offer points instead of refunds, margins improve. When they can prompt referrals after positive resolutions, acquisition costs drop.
Setting Up Gorgias for Optimal Loyalty Support
Before connecting your loyalty platform, ensure your Gorgias account is configured to handle loyalty-related inquiries efficiently.
Initial Configuration Checklist
- Account access: Admin permissions in Gorgias (required for app installation)
- Support channels: Email, chat, and social connected and functional
- Ticket tags: Create loyalty-specific tags (e.g., "VIP-customer," "points-inquiry," "referral-question")
- Views: Set up filtered views for loyalty member tickets
Organizing Your Support Workflow
Create dedicated Views in Gorgias to segment loyalty-related tickets:
- VIP Customers – Filter by loyalty tier tag for priority handling
- Points Inquiries – Route to agents trained on redemption policies
- Referral Questions – Ensure agents can quickly share referral links
Gorgias pricing starts at $10/month for 50 tickets on the Starter plan, with Pro plans at $360/month supporting 2,000 tickets. All plans include access to loyalty integrations.
Connecting Rivo Loyalty Data to Gorgias
The Rivo Gorgias integration uses OAuth authentication, meaning setup requires no API keys, webhooks, or developer involvement.
Step-by-Step Setup (5-10 Minutes)
Step 1: Access the Gorgias App Store
- Log into Gorgias → Settings (gear icon) → App Store → All Apps
- Search for "Rivo"
- Click "Add Rivo Account" or "Connect App"
Step 2: Authorize the Connection
- You'll redirect to Rivo's authorization page
- Log into your Rivo account if prompted
- Review permissions (read-only access to customer loyalty data)
- Click "Authorize"
Step 3: Configure the Data Widget
- Open any support ticket with a customer who has loyalty data
- Click the settings gear in the ticket sidebar
- Drag loyalty fields (points balance, VIP tier, referral link) to customize display
- Save your widget configuration
Step 4: Create Loyalty-Powered Macros
- Navigate to Settings → Productivity → Macros → Create Macro
- Insert loyalty variables using the format: {{loyalty.points_balance}}
- Test on a sample ticket to verify data populates
Example macro: "Hi {{ticket.customer.firstname}}, thanks for reaching out! As a valued member with {{loyalty.points_balance}} points, we'd love to help resolve this quickly."
Rivo's developer toolkit provides additional customization options for brands requiring advanced data flows beyond the standard integration.
Best Practices for Handling Loyalty Tickets
With integration complete, optimize your support workflows to maximize the value of loyalty data.
Creating Effective Macros
Build templates for common scenarios:
- Goodwill Points: "We're sorry about [issue]. We've added [X] bonus points to your account as an apology."
- VIP Recognition: "As a {{loyalty.vip_tier}} member, we've prioritized your request and added expedited shipping at no charge."
- Post-Resolution Referral: "Glad we could help! Share your experience using your referral link: {{loyalty.referral_url}}"
- Points Balance Check: "Your current balance is {{loyalty.points_balance}} points, worth $[X] toward your next purchase."
Training Your Support Team
Agents need to understand:
- When to offer points vs. refunds – Points preserve revenue and encourage repeat purchases
- How to identify VIP customers – The sidebar widget displays tier status instantly
- When to escalate – Complex redemption issues may need loyalty program manager review
- Referral prompts – Referred customers show higher retention rates—agents should ask after positive resolutions
Personalizing Interactions with Integrated Data
The integration enables proactive service that generic support cannot match.
Identifying High-Value Customers
VIP members warrant priority treatment. Create automation rules in Gorgias that:
- Auto-tag tickets from customers in top loyalty tiers
- Route VIP tickets to senior agents
- Trigger internal alerts for at-risk VIP accounts (e.g., recent complaints)
This matters because VIP customers spend 195% more than standard customers. Losing one costs significantly more than losing a first-time buyer.
Proactive Outreach Opportunities
Use loyalty data to anticipate needs:
- Points expiring soon – Proactively notify customers before they lose value
- Approaching next VIP tier – Encourage additional purchases to unlock benefits
- Inactive members – Win-back campaigns using agent-personalized messages
The Rivo referral program includes fraud prevention and automated referral tracking, making it easy for agents to share links confidently.
Measuring Your Integration's Impact
Track these metrics to quantify ROI:
Key Performance Indicators
- Ticket resolution time – Macros with loyalty variables should reduce response time by 30-40%
- Points issued vs. refunds – Shift from cash refunds to loyalty points preserves revenue
- VIP ticket satisfaction scores – Priority handling should drive higher CSAT
- Referral conversions from support – Track how many post-resolution referrals convert
- First contact resolution rate – Loyalty context enables faster, more accurate responses
Calculating Cost Savings
When teams shift from cash refunds to loyalty points for minor complaints, they preserve significant margin while still satisfying customers. Points also encourage repeat purchases, turning a cost center into a revenue driver.
Rivo's analytics dashboard provides 20+ reports on program performance, including points liability and redemption trends. Cross-reference with Gorgias data to measure support-driven loyalty outcomes.
Automating Loyalty-Driven Support Workflows
Advanced automation reduces manual work while ensuring consistent customer experiences.
Using Shopify Flow with Gorgias
Rivo integrates with Shopify Flow, enabling triggers like:
- Award bonus points when a support ticket is resolved with positive CSAT
- Create Gorgias tickets automatically when customers hit VIP tier thresholds
- Notify agents when high-points-balance customers submit complaints
Building Complex Automation Rules
Combine Gorgias Rules with loyalty data:
- Auto-respond to points balance inquiries – If ticket contains "points balance," send macro with {{loyalty.points_balance}}
- Escalate VIP complaints – If customer tier = "Platinum" AND sentiment = "negative," assign to manager
- Post-resolution referral prompt – When ticket status changes to "Resolved" and CSAT ≥ 4, send referral macro
Troubleshooting Common Integration Challenges
Most issues have straightforward fixes.
Widget Not Appearing
Cause: Customer doesn't have a loyalty account, or email doesn't match between systems.
Fix: Verify the customer exists in your loyalty platform with matching email. Trigger a data sync by sending a message or adding an internal note.
Outdated Data Displaying
Cause: Loyalty data syncs only after message events—not in real-time when tickets open.
Fix: Add an internal note to trigger a refresh, or check the loyalty platform directly for current data.
Variables Not Populating in Macros
Cause: Incorrect variable syntax (variables are case-sensitive).
Fix: Copy exact variable names from the integration documentation. Test on tickets with confirmed loyalty data.
OAuth Connection Timing Out
Cause: Browser cache issues or expired session.
Fix: Clear browser cache, log out of both platforms, and retry the OAuth flow in an incognito window.
Why Rivo Delivers for Gorgias-Connected Brands
For Shopify brands seeking a loyalty platform purpose-built for modern infrastructure, Rivo offers distinct advantages for Gorgias integration.
Developer-Friendly Architecture: Rivo's developer toolkit provides REST API, JavaScript API, and webhooks with 99.98% uptime. For brands needing custom data flows beyond standard OAuth integration, this opens advanced possibilities.
Shopify-Native Design: Built exclusively for Shopify, Rivo uses checkout extensions and theme app extensions—no legacy workarounds. Loyalty data flows seamlessly into Gorgias because both platforms integrate deeply with Shopify's infrastructure.
Proven Results: Brands like HexClad generated $450K in referral revenue within 90 days with 92x ROI. Portland Leather Goods attributes 17.4% of revenue to their loyalty program after migrating to Rivo.
Transparent Pricing: Month-to-month contracts starting at $49/month for the Scale plan. No annual commitments required—unlike competitors that lock brands into 12-month contracts.
White-Glove Support: Plus and Enterprise plans include dedicated Slack channels, 24/7 priority support, and customer success managers who assist with Gorgias optimization.
Getting Started with Rivo and Gorgias
The combination of Rivo and Gorgias transforms your support team from a cost center into a retention and revenue engine. When agents have instant access to loyalty data, they make smarter decisions that preserve margins, delight VIP customers, and drive referrals.
For brands processing 200+ monthly orders on Shopify, the Rivo Gorgias integration takes minutes to set up and delivers immediate value. Your support team gets the context they need to personalize every interaction, while your loyalty program becomes a strategic advantage instead of a disconnected system.
Rivo offers a free plan for up to 200 orders, making it easy to test the integration risk-free. For growing brands, paid plans start at $49/month with no annual commitment—you can scale as your program proves ROI.
Ready to connect your loyalty data with your support team? Start with Rivo's Gorgias integration and give your agents the tools they need to turn every ticket into an opportunity.
Frequently Asked Questions
How long does Gorgias integration take?
OAuth-based integrations like Rivo take 5-10 minutes for basic setup. Full configuration—including macros, automation rules, and Views—requires 30-45 minutes. No developer involvement is required for standard setups.
What loyalty data appears in tickets?
Agents see points balance, VIP tier status, referral links, birthday, enrollment date, and redemption history. This data displays in a sidebar widget on every ticket, giving agents instant context before responding.
Does loyalty data sync in real-time?
No. Loyalty data syncs only after message events—when a customer sends a message, an agent replies, or someone adds an internal note. For the most current data, agents should add an internal note to trigger a sync or reference the loyalty platform directly.
Can I automate responses with loyalty data?
Yes. Create macros with loyalty variables (e.g., {{loyalty.points_balance}}) that auto-populate with customer-specific data. Combine with Gorgias Rules to trigger automated responses for common inquiries like points balance checks or referral link requests.
What does the integration cost?
The integration itself is included with all Gorgias plans (starting at $10/month). Rivo offers a free plan for up to 200 monthly orders, with paid plans from $49-$499/month depending on order volume and features needed.
