What happens when hidden bugs and slow, inefficient customer service result in lost sales, eroded trust, and customers running to your competitors? For ecommerce brands, these invisible errors and visible service delays can erode your profits from right under your nose – but what if you could prevent issues before they drive shoppers away and resolve the rest in record time?

Enter Gorgias and Noibu, two seemingly unrelated platforms that, when combined, can transform reactive customer service into a proactive growth engine. Gorgias streamlines support with AI-driven ticketing and omnichannel efficiency, while Noibu acts as your 24/7 website bug detective, discovering issues that cost you revenue and prioritizing them to maximize ROI. Together, they create a feedback loop: catch errors before they escalate, resolve complaints faster, and turn frustrated shoppers into loyal customers. 

In this article, we’ll explain how each platform works individually and give you some actionable ways to use them in tandem to keep your site running smoothly and deliver the best customer experience for your shoppers. 

What Happens When Your Website Works Against You? - Typical Ecommerce Pain Points

Generally, ecommerce businesses encounter two types of roadblocks when making online sales: technical errors and customer service delays. 

To make matters worse, these issues often go unseen and unnoticed. 58% of online shoppers stated they’ve abandoned purchases because of website bugs or a poor user interface, meaning that you might have a major website issue destroying your sales numbers without even knowing about it. If a checkout page fails to load or an “Add to Cart” button is broken, this can easily lead to frustrated customers and abandoned carts.

While over half of shoppers quietly abandon their carts, the other 42% who take the time to report an issue to your customer service team can later have their frustration compounded by slow or ineffective customer support.  

Shoppers expect quick, helpful responses. In fact, most consumers now anticipate 24/7 support. If they can’t get timely answers, whether it’s “Where is my order?” or help with a checkout bug, their trust in your brand quickly erodes, hurting repeat business.

Both the invisible site errors and visible support delays directly affect customer loyalty. A website bug that prevents a checkout might turn a loyal customer away, and a delayed support reply might push a shopper to a competitor. Addressing these pain points proactively is how you keep customers satisfied and coming back.

Understanding the Tools: Gorgias and Noibu

Solving the above pain points can be pretty challenging for the average ecommerce brand since you’re often in the dark about what’s causing the most glaring issues in your online store. Thankfully, we now have tools for ecommerce bug tracking and customer experience optimization to help you find and resolve issues before they affect your bottom line. 

For help with ecommerce customer service, Gorgias aims to reduce response times, personalize interactions, and turn support into a revenue driver. Noibu, on the other hand, helps with ecommerce error monitoring and bug prioritization. Here’s a breakdown of each platform’s key capabilities:

Gorgias: Your Customer Service Command Center

Gorgias is a customer service platform/ecommerce helpdesk software. It serves as a central hub for support activities, aggregating live chat, email, social media, and phone support channels into one dashboard for your team.  

Gorgias leverages AI bots, automations, and customer knowledge bases to enable your store’s visitors to self-serve their customer service experience and get the answers they need to solve basic issues on their own, instantly, at any time of the day or night so that your customer service team members can take over and handle more intricate issues that require a human touch or more complex problem solving skills.  

Integrating with Shopify Plus, Adobe Commerce, and other major platforms, Gorgias users can automate up to 60% of routine support tasks, respond to common questions in their brand’s voice, and sort/prioritize tickets for faster handling. It even performs actions like updating order info or processing refunds directly from the helpdesk, further speeding up resolutions.

Noibu: Proactive Bug Detection

Noibu is an ecommerce website monitoring and error-detection platform that acts as a safety net for your online store. It automatically identifies, prioritizes, and helps resolve technical bugs on your site in real time. 

Whenever a shopper encounters an error, like a button that doesn’t respond or a page that fails to load, Noibu flags it in real time and alerts your team. This way, you’re aware of issues as soon as they happen, not days or weeks later, after multiple lost orders.

For every error event, it captures the exact stack trace, URL, user session details, and even the potential revenue impact. This means your developers can see what error occurred, where in the code it happened, and how many customers were affected.

Noibu’s proactive approach helps maintain a bug-free shopping experience for customers and maximizes conversions by removing roadblocks. Simply put, Noibu helps protect your revenue by preventing lost sales from site errors and safeguards your brand reputation by ensuring a consistently reliable shopping experience.

Why Gorgias and Noibu Are Better Together

While both of these tools integrate with tons of ecommerce platforms and other software solutions, they don’t actually integrate together. Our argument, however, is that they don’t need to, and yet work extremely well when combined. 

Here are a few real-world examples of how you can leverage both Noibu and Gorgias to supercharge your customer service experience. 

1. Proactive Error Detection and Customer Outreach

Scenario: A customer encounters a JavaScript-related checkout error that prevents them from completing their purchase, but they don’t notify customer support. 

• Noibu: Detects the error in real time and captures detailed information about the incident, including the affected URL, error stack trace, and user session data. Noibu alerts your team of the issue. 

• Gorgias: The alert is passed on to a customer service agent (via integration with Slack, Jira, etc.) who can then proactively reach out to the affected customer, apologize for the inconvenience, and assist them in completing their purchase.

Instead of losing the sale and leaving the customer unhappy, you have a chance to proactively get ahead, fix the issue and guide the customer through the checkout process (maybe even offering a small discount for the trouble). This goes way beyond your typical customer’s expectations, and the personal touch helps foster brand loyalty. 

2. Streamlined Issue Resolution Workflow

Scenario: Multiple customers report that their discount codes aren't applying at checkout.

• Noibu: Identifies the backend error causing the discount code malfunction and alerts the development team with detailed diagnostics so they can immediately get to work on pushing a fix. 

• Gorgias: Customer service agents are informed of the issue and create a standardized response template. They can quickly reassure customers that the problem is being addressed and offer alternative solutions or compensation as needed. They can also update the company’s social media platforms or add a banner to the help center or support page to let potential customers know the team is aware of the issue and working to resolve it.

This coordinated approach ensures that technical issues are resolved quickly while maintaining clear and consistent communication with customers. This also helps reduce the number of additional customer inquiries/communications needed to alert the team or complain about the issue, taking the load off the team.  

3. Enhanced Customer Support Through Contextual Data

Scenario: A customer contacts support via Gorgias, complaining that "Your website isn't working!" but providing no other details or context. 

• Noibu: Provides detailed session data indicating that the customer encountered a specific error during the checkout process. Developers can use Noibu’s Session Replay functionality to watch the customer encounter the issue exactly as it happened. 

• Gorgias: The support agent receives the ticket and, with Gorgias's integrations, can see the customer's profile, including their recent order history and past interactions. With the help of Noibu data, the support agent can then use Gorgias to provide a much more helpful response. They can inform the customer if it's a known issue being worked on, effectively escalate the problem to the development team with all necessary technical data from Noibu, or guide the customer through a workaround.

Access to comprehensive customer interaction data enables support agents to provide more personalized and efficient assistance, enhancing the overall customer experience. This combo drastically reduces support agents' guesswork. It leads to faster, more accurate diagnosis of problems, much shorter resolution times, and less back-and-forth for the customer.

4. Data-Driven Improvements to Customer Service

Scenario: Your team notices an increase in support tickets related to payment failures.

• Noibu: Analyzes error trends and identifies a recurring issue with a specific payment gateway integration.

• Gorgias: Aggregates customer feedback and support interactions related to the issue, providing insights into customer sentiment and the frequency of complaints.

Combining technical error data with customer feedback allows your team to prioritize fixes that have the most significant impact on customer satisfaction and conversion rates.

5. Easy Handling of Returns and Refunds

Scenario: A site bug causes incorrect pricing to display on certain products, leading to customer complaints and return requests.

• Noibu: Detects the pricing error and alerts the development team to correct it.

• Gorgias: Enables support agents to process returns and refunds quickly, using macros and automation to handle repetitive tasks and communicate with the affected customers.

Quickly resolving pricing errors and associated customer issues minimizes negative experiences and maintains trust in your brand, especially if you catch the issue before your wider customer base notices it. Now, you’re the hero for proactively fixing the issue. 

What’s great about Noibu is that it doesn't just catch critical, life-ending errors. It also identifies recurring minor issues, user experience (UX) friction points, or performance bottlenecks that, while not fully preventing transactions, incrementally degrade the overall customer experience.  

Then, the data gathered by the customer support team in Gorgias, such as ticket trends, frequently asked questions, and customer sentiment analysis, can corroborate Noibu's findings or highlight related pain points. 

This combined feedback loop provides actionable insights for developers and UX designers to make targeted site improvements. Additionally, Gorgias can then be used to proactively address these known friction points by creating or updating FAQs, enhancing knowledge base articles, or building automated chat flows to guide users, thereby deflecting future support tickets.  

Implementing Gorgias and Noibu in Your Ecommerce Store

Integrating two new systems into your ecommerce stack at once might seem like a challenge. Still, both are relatively simple to get started with, especially if you have an agency like Blue Badger available to handle the project. 

Blue Badger is an agency specializing in ecommerce (we’re official partners with platforms like Shopify and Adobe Commerce and tools like Gorgias and Noibu). Our team knows the ins and outs of both solutions. We leverage our deep knowledge of Shopify Plus/Magento and our skills with tools like Noibu and Gorgias to integrate your tech stack efficiently. 

When we onboard our clients to Gorgias and/or Noibu, we handle everything from start to post-integration. This includes installing the software, configuring all the settings to match your workflows, and connecting the necessary data sources. 

For Gorgias, we’ll help build out your macros and automation rules and ensure your support channels (email, chat, social media, etc.) are properly connected. For Noibu, we’ll configure monitoring to focus on your site’s critical paths (such as checkout and cart) and set up alerting so the right people on your team are notified of important errors.

Our expertise means we can help you squeeze the most ROI out of Gorgias and Noibu. For instance, we can suggest automation opportunities in Gorgias you might not have considered or use our QA experience to identify site areas to keep an extra eye on with Noibu. 

By letting Blue Badger manage the technical details and optimization, you can focus on running your store and engaging with customers. In the end, you get a highly personalized customer service ecosystem without having to become an expert in it yourself.

Conclusion

Combining Gorgias and Noibu isn’t just about fixing bugs or answering tickets. It’s about building a customer service strategy that anticipates problems and delights shoppers whenever they interact with you. By marrying Noibu’s real-time error detection with Gorgias’s resolution capabilities, you create a safety net that protects your revenue and reputation.

Imagine slashing ticket volume by 50%, recovering thousands in lost sales monthly, and turning service interactions into loyalty-building moments. With Blue Badger’s help and expertise, implementing this powerful combo is easier than you think. Whether you’re optimizing checkout flows or automating refunds, the result is the same: happier customers with fewer headaches and missed opportunities. 

Ready to future-proof your ecommerce store? As both a Gorgias and Noibu partner, we at Blue Badger have the skills you need to get started with either platform. Get in touch with us today to learn more.