Simplr, a human-first, machine-enabled customer experience solution, has partnered with Gorgias to provide eCommerce brands with a customer service stack that is custom-built to turn contact centers into revenue drivers via 24/7 rapid-response digital customer engagement.
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Gorgias is the only eCommerce-specific customer service helpdesk built for brands on Shopify, Magento, and BigCommerce. Gorgias centralizes customer support, integrating email, chat, phone, SMS, Facebook and Instagram all in one place, allowing customer support agents a holistic customer view and the benefit of automation and machine learning to respond to inquiries without losing personalization.
“We’re extremely excited to partner with Simplr to help eCommerce brands provide exceptional always-on service to customers around the clock,” said Billy McClennan, Director of Strategic Partnerships at Gorgias. “When customers are shopping online, they expect answers to their questions now, not later. And if they don’t get those answers, brands risk losing them as a customer and, ultimately, losing revenue.”
With the benefit of Simplr’s AI-enabled, highly-vetted customer service specialists who provide always-on, and on-brand, customer service across all digital channels, the Simplr/Gorgias partnership allows eCommerce brands to:
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- Provide 24/7/365 customer service: Simplr enables brands to engage every pre-sale conversation, even if it’s happening at midnight, ensuring no customer is left feeling neglected and no brand misses a revenue opportunity.
- Convert more site visitors into customers: Prospective customers get their questions answered professionally and efficiently, reducing the likelihood of abandoned carts.
- Drive more repeat purchases and increase customer lifetime value: The prevalence of online shopping options makes it easy for consumers to jump tabs and find competitor products when questions go unanswered. With industry leading response times over all digital channels, Simplr can keep customers loyal and increase engagement.