Cartloop's integration with Gorgias is here! Brands can now create seamless conversations between Cartloop's Live Experts and their internal Customer Support team and keep all customer interactions under one single conversation.

How does Cartloop x Gorgias integration work?

When Cartloop Experts are unable to handle an inquiry (such as refund requests), the conversation will be sent to Gorgias so your Customer Support team can temporarily take over, instead of having your customers contact via other channels.

The benefit for your shoppers is that they will not notice the seamless transition between Cartloop and your Customer Support team, so they always have a single point of interaction: the Cartloop SMS conversation.

The benefits of the Gorgias integration

Let's look at two examples, to see the how it can help you.

Without Gorgias integration

  1. A customer asks Cartloop Expert for a refund.
  2. Cartloop Expert doesn't have the ability to issue refunds, so they tell the customer to reach out to support@yourbrand.com for a refund.
  3. The customer sends an email and goes through the whole process of explaining his issue to your Customer Support team again.

With Gorgias integration

  1. A customer asks Cartloop Expert for a refund.
  2. Cartloop Expert doesn't have the ability to issue refunds, so they send the conversation to Gorgias.
  3. A new ticket is created in Gorgias showing the entire conversation that took place between the customer and the Cartloop Expert.
  4. Your Customer Support team takes over the same SMS conversation and issue a refund from Gorgias.
  5. The customer is happy because everything happened in a single SMS conversation, instead of going through other channels. ✨

For more information about our integration with Gorgias, read the full guide here.

Co-founder at Cartloop. Med School graduate turned to tech. 7 years of eCommerce experience. When she's not working on growing Cartloop, you'll probably find Lisa working out or preparing an avocado toast for a late brunch.

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