The easiest way to add voice support to your store
Give shoppers the option to call your customer service team while allowing your agents to work from a single platform.
Faster resolutions for your customers and convenience for your agents
No more guessing who you’re talking to
When customers call your store, we’ll automatically display their ecommerce history, past conversations and related data from the apps you’ve integrated. This means your agents can focus on actually resolving the issue, instead of chasing down confirmation details.
Manage every conversation in one place
We get it: Some customers like to message your store on Facebook, send an email, and then leave a voicemail...all within 5 minutes. When your agents are available to call them back, they'll have all communications in one place; no need to open multiple tabs or tools to find context.
Resolve calls faster (and make your customers happier)
Merchants offering voice support have an average resolution time that's 34% faster than brands not using phones. And if calling the customer back isn't the best solution, you can always move the conversation to SMS or email. Whatever works best for your team!
Explore Steve Madden’s Help Center. Built with Gorgias.
Offer top-tier voice support with a simple phone solution
Create a new number or bring one over
Get started in minutes with a brand-new US or Canadian number, or forward/port your existing number to Gorgias so there’s no disruption to your shoppers.
Answer calls in the browser or on a mobile device
Each agent on your team can choose which device they want to receive calls on (and easily switch back and forth) so offering voice support is convenient, not a hassle.
Create a custom IVR menu
Allow your callers to self-select options from an interactive voice response (IVR) menu, in order to route them to the right place for support and save your agents time spent triaging.
Record calls to maintain quality support
Go back and listen to calls to provide feedback for your agents, and make sure no one misses a detail from the conversation.
Control how calls are assigned
Ring all users simultaneously, assign calls to a specific agent, or set up team-based routing. Make sure your team never misses a call, and your shoppers get the help they need.
Customize the experience for callers
Add a custom greeting message or voicemail by uploading a recording or using text-to-speech.
How our customers deliver exceptional integrated support
Best practices & tips to offer customer service on WhatsApp
Talk to your customers wherever they are
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Start seeing the impact from the first week
