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Berlin
Want to join charles?
Whether Zendesk, Gorgias or Freshdesk, you can use WhatsApp to get details (like order number) before opening a ticket in your preferred service desk.
English - United Kingdom
WHATSAPP SERVICE INTEGRATIONS
Customers increasingly want to WhatsApp your brand. Get started easily with our Zendesk, Gorgias and Freshdesk integrations. Start with service, expand to marketing, stay ahead of competitors.
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Create service desk tickets via charles
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Answer WhatsApp enquires directly in your service desk
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Respond after WhatsApp closes the conversation
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Attach images, video and PDFs
Chat with customers in WhatsApp through Zendesk, Gorgias or Freshdesk – so you don’t need to switch platforms and keep all your conversations in one place.
Use templates to chat to customers after WhatsApp’s 24-hour conversation window or even convert to a marketing lead.
Send and receive rich media attachments to help you understand your customer’s issue and resolve it faster.
Create service desk tickets via charles
Answer WhatsApp enquires directly in your service desk
Respond after WhatsApp closes the conversation
Attach images, video and PDFs
Do my agents have to learn how to use yet another tool?
No. We get that service teams don't want to be jumping from one platform to another. That's why, with our service integrations, you can manage your WhatsApp questions from the same inbox as your other channels.
What if there’s no one there to manage WhatsApp chats?
That’s ok. You can automatically answer common questions through charles’ automation features, Journeys. You can also set an “out-of-office" WhatsApp message to set expectations about opening hours – as well as link to a useful webpage while your agents are away.
Will it mean extra work for my agents?
No. It’s just an extra channel. They’ll chat as they always have through your Zendesk, Gorgias or Freshdesk platform – with the added advantage that WhatsApp messages are generally shorter, less formal, more personal and (many agents say) more fun to write.
Will my agents have context to solve the tickets in WhatsApp?
Yes. First, you can find out automatically if there’s an existing service ticket. Then you can triage incoming service request by asking questions – via quick replies, lists or free text – for additional context. This message, plus the last 5, are added to your service desk ticket for additional context. This way you can resolve WhatsApp tickets fast and give customers the highest quality, most personalized experience possible.
