Some support channels don't translate well when customers are on the move, but their phones are constant companions. SMS will never be far away when they have a question, so they can go about their day while your agents save the day.
Customers expect text support to be fast. With Gorgias, your agents will find all the information they need (like order details and conversation history) right in the helpdesk next to the ticket, so they can respond and resolve the situation quickly.
Need to see a picture of a damaged item in order to process a return? Or want your agents to be able to send product photos to encourage sales? Gorgias makes it easy to trade images and provide all the context needed to resolve the conversation with a happy customer.
SMS tickets will automatically appear in your helpdesk. This makes it easy for agents to reply quickly on this real-time communication channel and never miss an important text message.
Keep the conversation going in the text thread, or easily switch it to a phone call or email if there’s a better method for your team’s process. The full conversation (regardless of channel) will be available if you need to come back to it.
It’s easy to set up phone lines in Gorgias, and each number can be used for SMS, Voice, or both. If you already have a phone number, you can port it to Gorgias so you can keep the same number with no disruption for your customers.
Want to go beyond SMS support? Our integrations with Klaviyo, Attentive, Postscript, and more can help you leverage SMS to grow your store while keeping the support process efficient for your agents. Visit our App Store.
Our automation tools help your agents save time and focus on the most important conversations, instead of texting shipping statuses over and over. Automatically send templated responses or even close tickets without an agent needing to manually reply at all.
Our reporting dashboard will show you support stats and revenue stats specifically for SMS, so you’ll know the exact impact this channel is having on your store (and can show your boss).