News • 21.10.2022

Cooperation offers e-commerce brands customer service AI

New partnership enables e-commerce brands to leverage the best AI automated customer service through a centralized helpdesk

Thankful, a leader in AI-powered written customer service automation, has struck a strategic partnership with Gorgias, a helpdesk for e-commerce used by over 10,000 online merchants.

thankful + gorgias written on blue background
Source: Thankful AI

Leveraging Thankful within Gorgias increases brands' ability to support more inbound customer requests across all text-based channels. Thankful's AI Agent can quickly resolve large volumes of tickets with consistency and ease: scaling to take on hypergrowth, seasonal spikes, and unprecedented ticket influxes. It alleviates pressure on agents and reduces their workload while simultaneously decreasing ticket queues.

To further expedite Thankful and Gorgias' quick and seamless implementation process, Thankful is now offering an AI Agent Starter Pack for Gorgias brands so they can harness the power of AI in a matter of days. The AI Agent Starter Pack includes automated resolution of the e-commerce industry's top 3 contact reasons - track order, cancel order, and return order - and is fully customizable to brands' voice, policies, and procedures.

Solving the post-purchase needs of customers

"We are thrilled to be partnering with Gorgias as, together, we can offer the best-in-class customer service for all e-commerce brands," said Mico. 

"Delivering exceptional customer experiences is a combined effort. Having partners like Thankful enables our shared merchants to be more efficient and spend more time building relationships. With this integration, merchants have all the necessary tools to personalize customer experiences and support at scale." said Philippe Roireau, VP of Business Development and Partnerships at Gorgias. 

Dedicated to solving the post-purchase needs of customers, Thankful's AI is pre-trained for retail and e-commerce customer service. As a result, it achieves a high level of nuanced understanding and is capable of fully resolving over 50 types of service requests. Acting as an extension of a brand's customer service team, Thankful's interactions are all captured and centralized by Gorgias - just like every other customer engagement. 

Gorgias' customer support platform was built specifically for fast-growing online merchants; enabling scalability for brands on Shopify, Magento, and Bigcommerce. To help agents work more efficiently, Gorgias offers seamless integrations with top e-commerce apps, true omnichannel management, and centralizes all data and customer conversations in one place.

Source: Thankful AI

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