Source: Chatarmin
WhatsApp is the best channel for this use case. WhatsApp Marketing works, WhatsApp support is your customers' favorite communication channel. Over 95% of support tickets are triggered in WhatsApp when you offer customers this option to contact you.
With Chatarmins Gorgias WhatsApp integration, you can now use one WhatsApp account with just one phone number for both WhatsApp support and WhatsApp marketing.
Chatarmin is the only WhatsApp software in the world that allows customer support to work seamlessly in their preferred environment, while marketing teams can use the best WhatsApp marketing software in their own infrastructure. And all this, through the Chatarmin custom app, ergo, our WhatsApp Gorgias integration.
The challenge arises when using Gorgias' WhatsApp integration directly:
- One WABA for support: customers naturally interact with Gorgias's WhatsApp support hotline to resolve tickets and ask questions.
- One WABA for marketing and/or sales: customers receive offers, event notifications, offers, messages and more via a separate WhatsApp business account with its own number, which leads to confusion and a potential break in your customers' user journey.
The problem is that you have to do this:
Manage two WABAs, one for support and one for marketing and/or sales.
Make sure your customers know which WABA to contact with their specific requests, questions and issues.
Correspond with your customers via two completely different WhatsApp infrastructures and get in touch with them.
- Ask your customers to save your WABAs as contacts, ideally, especially if you are not yet verified.
- Your alternative:
- Not offer WhatsApp support at all.
- Split your WhatsApp traffic into two WABAs with two phone numbers and two business profiles: one for support and the other with a WhatsApp CRM like Chatarmin for sales and/or marketing purposes.
Chatarmin solves this challenge with its Gorgias WhatsApp integration. Simply don't enable Gorgias' native WhatsApp solution, but instead add Chatarmin as a custom third-party app. This way, you can use the same WABA for both support and marketing without your team having to switch interfaces or switch between software platforms.
Combine your Gorgias WhatsApp Business account with WhatsApp Marketing through the Chatarmin WhatsApp Marketing Tool.
Your customers communicate with a WhatsApp Business profile by getting in touch with your WhatsApp customer support on Gorgias and receiving their WhatsApp Marketing campaigns such as automations and campaigns through Chatarmin. Made possible by the Chatarmin Gorgias WhatsApp integration.
What is Gorgias?
Gorgias, the “#1 rated helpdesk for ecommerce merchants”, was founded in Paris in 2015. Gorgias is a customer support suite that allows companies to manage their customers' support tickets through a multi-messenger inbox and an automated routing, ticketing and support agent system.
Use only one WhatsApp account for Gorgias and your WhatsApp marketing efforts via Chatarmin.
Gorgias is an omnichannel customer support tool, meaning that in addition to WhatsApp and email, customers can open tickets via chat, Facebook posts, private Facebook messages, Twitter, and many other social channels.
How to get started: 4 steps to your Gorgias WhatsApp integration with Chatarmin
Here are our 5 quick steps to get started with Gorgias and Chatarmin and get a WABA and phone number for all your WhatsApp needs:
- Get your Chatarmin account.
- Set up your Gorgias account.
- Navigate to the settings in Gorgias and go to “REST API”. You should find this setting under this link: https://<your-domain>.gorgias.com/app/settings/api
- Copy your Gorgias API key and paste it into the Chatarmin-Gorgias-Connect page
Use Cases after the successful integration of Gorgias and WhatsApp
One of the most popular features of Gorgias is the use of a knowledge base as a channel for frequently asked questions. The self-service then allows users to find the answers when they have time to deal with their concerns.
Create Gorgias tickets through Chatarmin
Now you can create a flow in Chatarmin and you should now be able to see Gorgias -> Create gorgias Ticket as a flow action. This is how you forward WhatsApp messages to Gorgias so that you can answer these WhatsApp tickets from Zendesk.
The flow could look something like this:
Trigger WhatsApp flow when ticket status changes
You can trigger an automated workflow when you close/resolve a Gorgias ticket. This way, you automatically send an opt-in request to support leads and then convert them into marketing leads.
Comparison between zendesk and Gorgias
While we have just recently published our blog post about Chatarmins zendesk WhatsApp integration, here is a comparison between Gorgias and the zendesk Customer Support Suites:
| Gorgias | zendesk |
|---|
| Full deployment within 7 days: migration, onboarding & support | Months of ramp-up time: slow onboarding & success |
| More order-related actions: cancel, refund, create orders | Limited control over orders: switch tabs to review |
| Deeper integrations with your ecommerce applications. | Integrations for more industries: non-ecom focus |
| Turn social media comments into tickets. | Limited social media |
| Macros that trigger actions in Shopify. | Limited Shopify actions: daily actions require a skin change |
| Builds exclusively e-commerce features, 100% customer-oriented | Deprioritizes e-commerce features. |
| Automations are triggered by actions. | Time-based automations (with delay): 1x/hour automations |
| Fast customer support team around the clock | Ask users about the speed of Zendesk support: pay attention to the ratings |
| Unlimited number of users. | Pay per user. |
As you can see, Gorgias' focus is certainly a big advantage and an argument for choosing Gorgias. Just like Chatarmin is more focused on eCommerce than any other WhatsApp CRM. That being said, zendesk has been in the industry for much longer and therefore has a very reputable, distributed and stable infrastructure.
Chatarmin offers WhatsApp marketing integration for both Gorgias and zendesk.
Now that you have an overview of the features and support landscape of Gorgias and zendesk, you should take a look at the pricing structure of the two customer support suites. We will analyze this next so that you can properly assess Chatarmins Gorgias WhatsApp integration:
The 8-figure Shopify & Klaviyo D2C brand “Fatbikeskopen” scales over 95% of support via Chatarmins Gorgias WhatsApp integration
Gorgias & zendesk price comparison: Chatarmins Gorgias WhatsApp integration vs. Chatarmins zendesk WhatsApp integration
| Zendesk | Gorgias |
|---|
| Support Team: $19 per agent/month | Starter: $10 per month |
| Support Professional: $55 per agent/month | Basic: $50 per month |
| Support Enterprise: $115 per agent/month | Pro: $300 per month |
| Suite Team: $55 per agent/month | | |
| Suite Growth: $89 per agent/month | - |
| Suite Professional: $115 per agent/month | Advanced: $750 per month |
| Suite Enterprise: Please contact sales for pricing | Enterprise: Please contact sales for pricing |
*All plans are billed annually.
*All plans except Gorgias Starter are billed annually.
It's up to you to decide which system you want to work with. We can only say that we have customers who work with both infrastructures, and of course both have their advantages and disadvantages, as is always the case when you have a choice in software sales.
[BONUS] Why Zapier is not the solution for your Gorgias WhatsApp integration
If the software vendor tells you: “You have an integration” or “You can use our Zapier integration to access thousands of integrations”: run away. It's not scalable, nor professional, nor an unlimited solution. As soon as individual solutions or requests are needed, you will be ignored by your SaaS provider. With Chatarmin and our Gorgias WhatsApp integration, it's different.
Chatarmin combines WhatsApp support and WhatsApp marketing under one phone number.
Chatarmin is the only WhatsApp marketing software in the world that offers native WhatsApp integration from third-party providers. In this sense, Chatarmin is the only WhatsApp CRM in the world with a Gorgias WhatsApp integration that allows you to install your own WhatsApp account as a third-party app in Gorgias.
This way, both support and marketing can work with the tech stack of their choice, while using the same WABA to communicate with customers.
Check out our other WhatsApp integrations:
Get your WhatsApp Gorgias consultation and apply for a free 2-week demo:
