Gorgias

Use parcelLab’s Gorgias integration to increase the productivity of your customer service agents by enabling them to answer delivery-related questions faster.

Overview

The widget is fully integrated with the Gorgias solution to enable viewing of all relevant tracking information in real time for every order, alongside the customer ticket, and without switching between Gorgias and parcelLab.

The widget automatically displays the most up-to-date order information, including the following details:

• Customer name, recipient address, and carrier

• Order and tracking numbers with the latest delivery status

• Detailed view of previous shipping activity

• Product details

Key Benefits

Direct access to the right delivery data using parcelLab’s Gorgias integration leads to a number of benefits, including:

• Reducing workload

• Resolving inquiries faster

• Better customer experience

Customer Requirements

For successful configuration, the following requirements need to be met:

• Gorgias administrator privileges

• parcelLab account with tracking data enabled

For more information on the scope and requirements of parcelLab's Gorgias integration, please contact your parcelLab representative.

Implementation Process

If you have one parcelLab account and one Gorgias account, you can follow our Gorgias implementation guide to configuring a Gorgias widget to display order and tracking details from parcelLab.

To request implementation support from parcelLab, please contact your parcelLab representative. You will need to be able to provide access to your Gorgias instance.

Your implementation manager will proceed with creating the HTTP integration to connect to parcelLab and create the widget that will display order and tracking data in Gorgias.

When the parcelLab integration is complete, your customer service users can view order and tracking data directly within tickets in Gorgias.

Using the parcelLab Gorgias Widget

This section describes how you can use the parcelLab Gorgias widget.

Access the Widget

The widget can be found in the ticket sidebar on the right-hand side of the page under the customer's information.

Overview of Widget Content

A customer’s order information is displayed automatically when they open a ticket. You can also use the search function in the ticket sidebar to search for a customer. Clicking on the customer’s record will display their recent order information in the widget.

The following order information can be viewed:

• Order number

• Recipient’s address

• Overview of recent orders tracking records (that is: for outbound and return trackings)

• Product details including the item name, quantity, and if the item is returnable.

• A list of checkpoints for each tracking