Whatsapp on Gorgias


3 minute read // Omnichannel commerce

Big news for eCommerce owners.

One of the best eCommerce helpdesks, Gorgias is starting beta testing on Whatsapp!

What is Gorgias?

Gorgias is an eCommerce helpdesk. An eCommerce helpdesk is a customer support service specifically designed to assist online shoppers with any issues or questions they may have about products, orders, or other aspects of the eCommerce experience. Gorgias’s customer support is available via phone, email, live chat, or other forms of communication, and its goal is to provide timely and helpful assistance to customers to ensure a positive shopping experience.

Gorgias Homepage

Gorgias allows your eCommerce to have 1:1 interactions with your customers through various channels such as email, social media, live chat, voice, and SMS messages. Moreover, automation of your helpdesk is easily installed with Gorgias. These are the reasons why it’s called one of the best eCommerce helpdesks for eCommerce owners.

Gorgias makes Whatsapp a customer support channel

One post on the Gorgias product roadmap is the start of this beta testing. Paul Teyssier posted a post with the title “WhatsApp Beta” on June 2020. Compared to other posts on this roadmap, this post has much more supporters. (620 supporters!)

A post on the Gorgias product roadmap

Based on this huge reaction, Gorgias decide to make Whatsapp a new customer support channel to satisfy eCommerce customers.

Why do you use WhatsApp for Customer Service?

One of the main challenges of using email for customer support is that many people don’t check their inboxes regularly, which can slow down the resolution of issues and make it difficult for businesses to provide personalized solutions.

This is where WhatsApp can be beneficial. With a 98% open rate, WhatsApp conversations are highly engaging and allow for quick responses to customer inquiries.

What can you expect from this collaboration?

Helpdesk chat

The Whatsapp Integration will allow you to interact with your customers on Whatsapp and manage all conversations in one place.

Things you could do with Gorgias can be done through Whatsapp from now on, personalization messages for example. Gorgias stores all purchasing and conversation data in one place, so you can answer the best-personalized answer to your customers as quickly as possible once they text you via Whatsapp.

Gorgias’ already-established helpdesk automation tool is also a major advantage. By setting up the bot to automatically respond to frequently asked questions, it is possible to provide customer support via Whatsapp much faster than if a person were to answer each question one at a time.

Of course, you can access all existing features for your customer support on Whatsapp, so customer satisfaction is guaranteed to increase without a doubt.

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