Gorgias Voice is a cloud-based phone support solution built into the Gorgias helpdesk platform, designed specifically for e-commerce businesses. It enables brands to provide seamless, personalized voice support by integrating call functionality directly into the helpdesk interface. With Gorgias Voice, support agents can handle inbound and outbound calls, access customer data in real time, and automate post-call workflows — all from one centralized platform.

Features

• Native Voice Integration: Make and receive calls directly within the Gorgias helpdesk without switching tools.
• Customer Context on Call: Instantly view customer profiles, order history, and previous interactions during calls.
• Call Recording & Transcription: Automatically record and transcribe calls for quality assurance and training.
• Voicemail Management: Capture voicemails and convert them into support tickets for follow-up.
• Call Routing & Queues: Route calls to the right agents or teams based on availability and expertise.
• Click-to-Call: Initiate outbound calls with a single click from any customer ticket.
• Automated Ticket Creation: Every call generates a ticket with call details, recordings, and transcripts.
• Call Notes & Tags: Add notes and tags to calls for better organization and reporting.
• Analytics Dashboard: Monitor call volume, duration, wait times, and agent performance.
• Multi-Store & Multi-Agent Support: Manage voice support across multiple storefronts and teams.
• No Additional Software Required: Fully browser-based with no need for external phone systems or hardware.

Benefits

• Streamlined Voice Support: Handle all customer communication — including calls — from one platform.
• Faster Resolutions: Access full customer context during calls to resolve issues quickly and accurately.
• Improved Agent Productivity: Eliminate tool switching and automate post-call workflows.
• Enhanced Customer Experience: Deliver personalized, real-time support with minimal wait times.
• Scalable for Growth: Easily add agents or storefronts as your business expands.
• Better Oversight: Use analytics and call recordings to improve support quality and team performance.
• Cost-Efficient: Avoid the need for third-party phone systems or complex integrations.
• Always-On Support: Voicemail and ticket automation ensure no customer inquiry is missed.