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AfterShip and Gorgias Launch Advanced Integration to Fully Automate E-commerce Customer Support

In a groundbreaking partnership, AfterShip and Gorgias have unveiled an integration that promises to revolutionize e-commerce customer service. By harnessing the power of real-time shipment and return data, this collaboration aims to automate support processes, ultimately enhancing customer interactions and operational efficiency.

Streamlining Customer Inquiries

Customer inquiries about their orders—commonly referred to as WISMO (Where Is My Order?) and WISMR (Where Is My Return?)—are frequent in the world of e-commerce. Traditionally, these questions could burden customer support teams with repetitive tasks. However, this new integration enables AI agents to instantly access AfterShip's comprehensive tracking and return data, allowing for immediate resolution of such inquiries without the need for human intervention.

Teddy Chan, CEO of AfterShip, emphasized the importance of enhancing post-purchase experiences. He stated, “This partnership with Gorgias is a pivotal step in realizing that vision. By empowering the AI agents that customers are already interacting with, we are helping merchants automate routine tasks and elevate the customer experience.”

Key Features of the Integration

1. Automating Shipment Tracking Inquiries

The integration brings forth a set of powerful features designed to speed up customer support responses:

• - Centralized Real-Time Data: Support agents can now access live shipment details directly within Gorgias tickets and chats, ensuring accurate and timely information is always available.
• - Accelerated Agent Responses: By leveraging customer email addresses, agents can instantly retrieve all relevant information regarding shipment updates. This capability drastically reduces handling times, enabling quicker resolutions.
• - AI-Powered WISMO Automation: The integration equips the Gorgias AI agent with AfterShip tracking data, allowing it to provide immediate answers for WISMO questions without requiring human assistance.

2. Enhancing the Returns Process

In addition to enhancing order inquiries, the integration also focuses on the returns process:

• - Live Return Status Sync: Support agents are kept informed of each customer’s return status through automatic updates from AfterShip Returns.
• - Frictionless Returns Initiation: For initial return requests, the Gorgias AI agent can automatically guide customers to the brand's return portal via a pre-populated link, minimizing the manual workload on agents.
• - Full WISMR Automation: Similar to WISMO inquiries, the AI agent can seamlessly provide updates regarding the status of returns, making support processes more efficient.

Conclusion

With these innovative features, AfterShip and Gorgias are setting a new standard in e-commerce customer support. By automating routine inquiries and tasks, the integration enables brands to focus on what truly matters: building meaningful relationships with their customers. This advancement not only boosts customer satisfaction but also enhances operational efficiency, paving the way for a more competitive e-commerce landscape. For brands looking to leverage this powerful new integration, additional details and activation steps can be found on AfterShip’s website.

This collaboration marks a significant milestone in the effort to enhance the online shopping experience, showcasing the potential of automation in transforming customer service into a seamless and efficient process.