Shopify Ecosystem
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One of the key advantages of using Gorgias is to provide a unified support experience to your customers across all channels, including phone support.

One of the key advantages of using Gorgias is to provide a unified support experience to your customers across all channels. A few months ago, some of our customers asked us to build a phone integration. Traditional helpdesk integrations simply log calls as tickets. We wanted to go one step further and associate the phone call with the right customer.

Today, we’re excited to announce we’ve partnered with Aircall to build this integration.

Aircall arms small-to-medium sized business (SMBs) with a phone system built for modern business. With zero hardware to manage, dozens of integration options to explore, and the ability to add local numbers in more than 40 countries, support teams can easily provide phone support in minutes.

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Here are the benefits of this new integration:

  • When a customer calls your company in Aircall, it creates a ticket in Gorgias and automatically matches it with the corresponding Shopify customer. This way, your staff can edit orders while they are on the phone with the customer.
  • Your team sees all previous interactions they had with each customer, under their timeline.
  • Get omni-channel statistics. Gorgias stats include Aircall phone data. For instance, you can monitor if you’re getting more return requests over the phone or through Facebook Messenger.

If you’re already a Gorgias customer, head to your account and go to Integrations to connect Aircall. If not, you can create an account here and get started in a few minutes.

Special thanks to our friends at Gorgias for their insights on this topic.
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