Gorgias Builds Strong Relationships With Aircall

Sonia Moatti
May 29, 2018
Aircall is a cloud-based call center software made for support teams. With Aircall, support agents can track everything, with zero hardware to manage.

Aircall is a cloud-based call center software made for support teams. With Aircall, support agents can track everything from A-Z, on any device, with zero hardware to manage. The right tool to increase agent efficiency and customer satisfaction!

Aircall Makes the Gorgias Helpdesk Complete

After listening to early customer feedback, we quickly realized we 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. 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, all notes will be added to the correct customer’s profile along with a link to the full call recording.

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Why Aircall was the Right Choice

Looking back, the partnership has been mutually beneficial and seamlessly implemented.

Aircall has a well-documented API that our dev team could easily use. We were 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.

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. Furthermore, we conduct regular catch-up meetings and share a Slack channel to make sure both teams work hand-in-hand to create the best integration and the best results. The partnership with Aircall is super valuable for both our customers and our respective companies and we strongly recommend each others.

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.

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