Gorgias Builds Strong eCommerce Relationships With Aircall
+142% MMRper quarter
+60 NPSon the integration
1,000 callsper day / account
Gorgias is a helpdesk platform designed for today’s customer-focused eCommerce brands. By integrating multiple communication channels and supporting eCommerce solutions like Shopify, Gorgias helps teams expertly manage every customer conversation in one centralized space.
Gorgias’s forward-thinking approach to marketing actually begins with the end in mind. By exceeding expectations in terms of relationship building and technical support, they believe more eCommerce companies can transform customers into powerful brand ambassadors.
An important first step is providing the most efficient support possible. Integrating with critical communication channels gives Gorgias users a full view of every relationship, regardless of how each customer prefers to reach out.
For example, if a customer makes a purchase from your online store two months ago, leaves a review four weeks later, and comments on your company’s Instagram post today, each interaction will be documented in a single customer profile. This means the next time they request assistance, any agent can continue the conversation with the benefit of full context.
This intelligent workflow produces major results. In addition to more single-touch resolutions, Gorgias users are often able to identify frequently asked questions and build rules to auto-reply. All these efforts have led to 50% reductions in resolution time.
After listening to early customer feedback, Gorgias quickly realized it needed to find a phone integration that empowered users to manage voice calls as easily as emails or chats.
Traditional helpdesk integrations simply log calls as tickets. We wanted to go one step further and associate the phone call with the right customer,” Gorgias CEO, Romain Lapeyre explains. This way, agents can see the full conversation history between the brand and the customer.
By building Aircall’s cloud-based phone into the Gorgias platform, agents can also quickly edit orders while on the phone based on the case history they see. After a call has ended, call details will be added to the correct customer’s profile along with a link to the full call recording.
Looking back, the partnership has been mutually beneficial and seamlessly implemented.
We chose Aircall for several reasons, but firstly for their API, Louis Barranqueiro, Gorgias lead-developer describes. “It is super well-documented and all the data is sent via webhooks which makes it easy to use.
The Gorgias dev 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 are able to provide a superior customer experience and create more brand ambassadors. And the integration improves more than just the product.
The partnership with Aircall is super 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 seek to provide the best customer experience possible, cross-company visibility has become a valuable source of new leads and sales.
We conduct regular catch-up meetings [with Aircall] and share a Slack channel to make sure both teams work hand-in-hand to create the best integration and the best results.
The phone system for modern business