Gorgias SMS is a customer support and engagement solution that enables e-commerce brands to connect with customers via text messaging. Integrated directly into the Gorgias helpdesk, it allows support teams to manage SMS conversations alongside other channels like email, chat, and social media. With Gorgias SMS, brands can provide fast, personalized support, automate responses, and even drive sales through proactive outreach.

Features

• Two-Way SMS Messaging: Engage in real-time conversations with customers via text, directly from the Gorgias helpdesk.
• Unified Inbox: Manage SMS alongside email, chat, and social media messages in a single dashboard.
• Customer Context: View customer profiles, order history, and previous interactions during SMS conversations.
• Automation & Macros: Use rules and templates to automate responses and streamline workflows.
• Proactive Campaigns: Send outbound SMS messages to notify customers about order updates, promotions, or support follow-ups.
• Personalized Messaging: Tailor messages using dynamic variables like customer name, order number, and product details.
• Opt-In Compliance: Built-in tools to manage opt-in and opt-out preferences in compliance with SMS marketing regulations.
• Analytics & Reporting: Track open rates, response times, resolution rates, and campaign performance.
• Mobile-Friendly Interface: Agents can manage SMS conversations on desktop or mobile devices.
• Integration with Shopify & E-Commerce Tools: Seamlessly integrates with Shopify and other platforms to enable order lookups and actions via SMS.

Benefits

• Faster Customer Support: Deliver instant, convenient support through a channel customers use daily.
• Higher Engagement Rates: SMS boasts higher open and response rates compared to email.
• Increased Customer Satisfaction: Provide personalized, real-time assistance that improves the customer experience.
• Revenue Growth: Use SMS to recover abandoned carts, promote offers, and upsell products.
• Streamlined Operations: Manage all customer communications from one platform, reducing tool switching.
• Improved Agent Productivity: Automate repetitive tasks and focus on high-value interactions.
• Scalable Communication: Handle high volumes of SMS conversations without sacrificing quality.
• Regulatory Compliance: Ensure customer privacy and consent with built-in opt-in management.