Gorgias Builds Strong eCommerce Relationships With Aircall
Gorgias is a helpdesk platform created for today’s customer-centric eCommerce brands. By connecting multiple communication channels and supporting eCommerce solutions like Shopify, Gorgias enables teams to expertly handle every customer conversation in one centralised location.
Turning Customers Into Advocates
Gorgias’s innovative approach to marketing actually starts with the end goal in mind. By going above and beyond in relationship building and technical support, they believe more eCommerce businesses can turn customers into powerful brand advocates.
A crucial first step is providing the most efficient support possible. Integrating with key communication channels gives Gorgias users a complete view of every relationship, no matter how each customer prefers to get in touch.
For instance, if a customer made a purchase from your online shop two months ago, left a review four weeks later, and comments on your company’s Instagram post today, each interaction will be recorded in a single customer profile. This means the next time they need help, any agent can continue the conversation with full context.
This intelligent workflow delivers significant results. As well as more single-touch resolutions, Gorgias users are often able to spot frequently asked questions and set up rules to auto-reply. All these efforts have resulted in 50% reductions in resolution time.
Aircall Completes the Gorgias Helpdesk
After listening to early customer feedback, Gorgias quickly realised it needed to find a phone integration that allowed users to manage voice calls as easily as emails or chats.
Traditional helpdesk integrations simply log calls as tickets. We wanted to go a step further and link the phone call with the correct customer,” explains Gorgias CEO, Romain Lapeyre. This way, agents can see the full conversation history between the brand and the customer.
By building Aircall’s cloud-based phone system into the Gorgias platform, agents can also quickly edit orders while on the phone using the case history they see. After a call ends, call details are added to the correct customer’s profile along with a link to the full call recording.
Why Aircall Was the Right Choice
Looking back, the partnership has been mutually beneficial and seamlessly implemented.
We chose Aircall for several reasons, but firstly for their API, says Louis Barranqueiro, Gorgias lead developer. “It’s extremely well-documented and all the data is sent via webhooks, which makes it easy to use.
The Gorgias development team was able to build a working and robust phone integration with Aircall in just a few hours. Four days later, after QA testing, the new solutions were fully functional and ready to use.
When it comes to the Gorgias-Aircall partnership, Lapeyre has no regrets. Gorgias customers can deliver a superior customer experience and create more brand advocates. And the integration improves more than just the product.
The partnership with Aircall is extremely valuable for both our customers and our respective companies. We recommend Aircall to our customers and prospects, and they do the same for us.
Since Gorgias and Aircall both aim to provide the best customer experience possible, cross-company visibility has become a valuable source of new leads and sales.
We hold regular catch-up meetings [with Aircall] and share a Slack channel to ensure both teams work hand-in-hand to create the best integration and the best results.