Streamline Shopify Support with Gorgias Chat & Channelwill [2024]

The main advantages of strong customer support are increased customer loyalty, attracting more customers, optimizing conversion rates, and enhancing brand loyalty. Live chat services like Gorgias Chat and Channelwill complement traditional phone and email support, offering quicker customer reach without site navigation hassles.

Here’s how to bring unparalleled flexibility and efficiency to your customer support operations with these two solutions.

Understanding Gorgias Chat and Channelwill

What is Gorgias Chat?

Gorgias is an all-in-one customer support platform that offers merchants everything they need to connect with customers conveniently and provide them with the support they need. The platform does this with many support solutions, including a helpdesk, automation, live chat, chatbots, SMS, and self-service features. Gorgias Chat allows merchants to incorporate a fast-loading live chat widget into their storefronts.

The rise of automation and AI assistance in customer support has helped tons of businesses streamline their support operations. Gorgias incorporates these two technologies into their live chat solutions so you can:

• Automate over sixty percent of your support operations
• Provide relevant, accurate, and on-brand answers to queries
• Set up chat campaigns that automatically message the customer first and get the conversation going
• Provide self-service flows that let customers help themselves and
• Track automation rates and customer time saved with AI performance monitoring

Although these features may seem resource-intensive and heavy on your site, the platform’s live chat widget is small and optimized to keep the site loading speed fast and replies even faster.

What is Channelwill?

Channelwill is an all-in-one eCommerce post-purchase and marketing solution platform that gives merchants everything they need to run a successful online shop. The platform is made up of a suite of 10 powerful interconnected apps and programs that help you cover every step of the customer shopping experience, from customer acquisition to post-purchase services like customer support and order tracking, all in one place.

Some of the apps and programs include:

• ParcelPanel – Order tracking solution for a better post-purchase experience
• Trustoo.io – Build social proof with customer reviews
• Loloyal – Improve customer engagement and retention with loyalty programs
• Sticky Add to Cart – Increase conversion rate with a floating sticky shopping cart
• RecomSale – Increase sales with affiliate programs
• SEOAnt – Improve store’s visibility and performance

Channelwill’s range of support tools is an incredible complement to Gorgias Chat. Imagine that you provide a customer with a fast and reliable support service and encourage them to join your loyalty or referral program. Since the customers are in high spirits, they’re more likely to comply and engage with your store more.

Gorgias Chat and Willdesk

Channelwill also offers a customer support program that can work in tandem with Gorgias’s customer service. Willdesk is one of the best customer support tools that can turn your customer service into a profit generator. The app incorporates chatbots to help you boost sales and improve customer service efficiency. You can increase conversion rates with recommendation pop-ups for products and offers.

Willdesk can also help you pick up the slack in the areas where Gorgias’s help center is lacking. For example, Willdesk integrates with some apps that Gorgias doesn’t, such as Klaviyo, outlook, Dropshipman, Zoho, and Trackimore. On the other hand, both apps can integrate with ParcelPanel, Shopify Flow, Facebook, Gmail, WhatsApp, and Instagram. Therefore, having both apps gives you more ways to engage with customers across channels and provide quality support.

Maximizing Customer Support with ParcelPanel and Gorgias Chat Integration

ParcelPanel is a popular order-tracking app that allows merchants to provide customers with a reliable post-purchase service. WISMO (where is my order?) queries are some of the most common customer questions that merchants receive. On average, you can expect 21 percent of all customer queries to be WISMO. ParcelPanel and Gorgias Chat integration can help you reduce these types of queries.

Here’s how you can get on top of WISMO queries with ParcelPanel and Gorgias Chat:

• Create rules on Gorgias live chat widget to guide the conversation based on ‘Where is my order’ queries.
• Assign support agents to provide order tracking information or share links to ParcelPanel order tracking.
• Automate customer service center to provide self–service flows that allow customers to help themselves using their order tracking numbers.
• Create autoresponders that redirect shoppers to ParcelPanel or the self–service center.

Integrating ParcelPanel with Gorgias makes it easy for your support team to proactively deal with order-tracking services. Your support team can conveniently check a customer’s order status straight from the Gorgias ticket system. Your team won’t have to deal with the hassle of clicking elsewhere to find the tracking details, thereby reducing the customer’s wait time.

Additionally, you can also respond to queries via SMS and SMS automation. Gorgias SMS feature comes with automation that allows you to answer repetitive questions without copying or pasting order tracking details all day. The app uses dynamic templates to automatically pull a customer’s relevant order tracking details from Shopify and ParcelPanel, ensuring you have streamlined communication and operational efficiency even when you’re offline.

How to Integrate Gorgias Chat with ParcelPanel

There are two ways to integrate ParcelPanel with your Gorgias help center:

• By using the ParcelPanel API key
• By using Gorgias REST API

Integrating via ParcelPanel API Key

1. Go to your ParcelPanel Admin dashboard, then click on the “Integration tab”. Scroll down to the “API Key section” and “copy the ParcelPanel API Key”.

2. Head over to Gorgias and log into your Gorgias Admin dashboard. Click on “Settings” and toggle over the “Apps & Integrations” section. Find and click on “ParcelPanel”.

3. Once on the ParcelPanel integration dashboard, click the “Connect App” button. Paste the ParcelPanel API Key from Step 1 and click on “Connect”. Finally, click on “Authorize” to complete the process.

4. To confirm if the connection was a success, head back to your Gorgias Admin dashboard and click on “Settings”. Toggle down and click on “Apps & Integrations”. Check if the ParcelPanel app is connected to the far-right corner.

Check more details: How to integrate with Gorgias?

Integrating via Gorgias REST API

1. Head over to your Gorgias Admin dashboard and click on “Settings”. Toggle down and click on “REST API“.

2. Go to the API Access & Credentials and copy the data in the three fields: Base API URL, Username, and Password (API Key).

3. Head over to the ParcelPanel Admin dashboard and click on ”Integration“. Find the Gorgias app and click on the ”Connect“ button. Paste the copied data from step 2 in the appropriate fields and click on the ”Connect” button.

4. You can confirm if the connection was a success by heading over to your Gorgias Admin dashboard and clicking on “Settings”. Toggle to and click “Integrations”. Click on “HTTP” and check if the ParcelPanel connector shows “ON”.

Enhancing Shopify Support with Loloyal & Langwill

Integrating Loloyal for Enhanced Customer Loyalty

Loloyal is among the best loyalty program apps trusted by over 20,000 brands to create and maintain loyal customer bonds. It enables merchants to reward customers with gift cards, coupons, and discounts for completing certain goals. Once a customer completes a goal like signing up for the reward program or reaching a certain cart amount threshold, they’re rewarded points which they can exchange for gifts or perks like free shipping.

As stated earlier, a customer satisfied with speedy support is more likely to sign up for your loyalty and referral program. Let’s look at how you can use Gorgias Chat in conjunction with Loloyal to improve customer loyalty to your brand and boost sales.

Since Gorgias help center lets you automate your customer support, you can build interactive conversation flows that recommend that customers perform actions to gain reward points.

Adding Loloyal redirects at the end of an automation flow will enable you to conveniently nudge customers to your reward program once the customer support operation is complete. You can also use Gorgias AI chat to provide customers with article recommendations that answer questions about your reward programs.

Broadening Reach with Langwill

Multi-language capabilities in your store are a surefire way to open up new markets in different regions. A multi-language site also lets you improve trust and credibility, enhance customer experience, and gain a competitive advantage by localizing your store.

Langwill allows merchants to easily translate store content into multiple languages thus providing customers with a familiar shopping experience. The app also helps customers shop in their local currencies further enhancing the customer experience. Complementing Gorgias Chat with Langwill opens up new ways to personalize your customer support.

Although Gorgias live chat widget comes with a multi-language feature and can automatically detect a shopper’s browser default language, the languages supported are limited. Gorgias only supports 15 languages, while Langwill supports 138 languages and 153 currencies.

Additionally, Langwill’s image translation feature allows you to show relevant images in different languages, thereby allowing customers to visualize products in their local languages. Say goodbye to language barriers by leveraging both apps to provide customers with localized support.

Conclusion

Fast and reliable customer support service is essential in improving the customer shopping experience. Integrating Gorgias customer service with Channelwill can help you transform your store’s customer support system.

Having both platforms working in the background in your store will help you take care of every aspect of the customer experience, from marketing, communication, and personalization to multi-channel support and order tracking.