charles x Zendesk and Gorgias WhatsApp service integrations

charles offers WhatsApp integrations for Zendesk and Gorgias. Find out more and learn why you may want to use the charles WhatsApp integrations over the native ones.

It's no secret that WhatsApp is an excellent channel for customer service. 

With over 2.7 billion loyal users worldwide, it's an app that people love to use, and since the arrival of WhatsApp Business in 2018, they appreciate being able using it to chat with brands.

Brands that use WhatsApp as a service and support channel are seeing great business benefits – with the ability to get closer than ever to customers and enjoy the revenue and retention that brings.

Skincare brand Dermalogica uses WhatsApp to offer 1:1 consultations with great success (see case study here

What if you already have a service platform and don't want a new one?

If you already have a service platform, you can integrate WhatsApp into the service platforms you already use, whether Zendesk, Gorgias or other.

This makes your data go further, and can improve the customer experience and ease the lives of your customer agents (who won't have to switch between tools).

charles offers service integrations with Zendesk and Gorgias. Plus custom integrations for other service platforms.

should you use the native Zendesk or Gorgias WhatsApp integrations?

It's tempting to just switch on your WhatsApp integration in your service platform. 

While these tools are useful, a dedicated WhatsApp platform like charles could offer more functionality – and potentially greater revenue and retention.

Reasons to choose charles over the WhatsApp integration in your service platform:

1. charles specializes in WhatsApp and WhatsApp marketing
2. charles offers WhatsApp expertise, with a passionate Success team giving ongoing advice, optimization tips and more (in a world in which solid WhatsApp marketing expertise is hard to find)
   
3. charles helps keep you GDPR compliant in WhatsApp – through expertise and software features

From flow to phone... how your service messages look in our WhatsApp automation tool, Journeys and how they translate to reality

1. Choose a powerful entry into WhatsApp marketing 

A benefit of choosing charles and our WhatsApp service integration is that you open the door to our WhatsApp marketing capabilities.

Our platform was designed to help large companies make the most of the marketing use case of WhatsApp. Why?

Because while WhatsApp service offers great benefits, we believe with its high open rates and engaging interactivity and automation, WhatsApp marketing can drive additional revenue.

Download our free guide to WhatsApp marketing for enterprise brands, with real examples and best practice advice to get started 

When you integrate with the charles platform, you also open up access to powerful features like:

• Journeys: our WhatsApp automation feature. Set up campaigns and service chats that run in the background for you. They work a bit like a WhatsApp chatbot, but you write the messages yourself, so you can maintain your brand tonality and your personal touch.
• Campaigns: send targeted marketing campaigns to specific audiences. Link to your website, send prefilled carts and combine with Journeys to make them fully automated. 

2. Choose to benefit from charles' WhatsApp expertise

Success in WhatsApp is not only about the software you use. It's about the learnings, the testing, the knowledge of other brand successes.

At charles, we offer support through our experienced Success team. We also readily share expertise through our own customers.

A recent webinar we hosted: Always on: 5 ways to generate ongoing revenue with WhatsApp automation

3. Choose to stay GDPR compliant in WhatsApp 

At charles, we're based in Europe, where the General Data Protection Regulation (GDPR) is the law and believe in proper protection of customer data.

It means we've built our platform with GDPR compliance in mind, with features like:

• Ability to delete single records
• Error message before publishing a Whatsapp flow if your opt-in flow doesn't ask for the right permissions (double opt-in)

Easy record deletion is just 1 way we help customers stay GDPR compliant in WhatsApp

And we advise our customers on how to remain GDPR compliant in WhatsApp, with the help of our in-house legal expert.

A "double opt-in" helps you stay GDPR compliant in WhatsApp – so after someone chooses to enter your WhatsApp chat, ask them for permission to send WhatsApp messages a second time (as shown in charles WhatsApp automation feature, Journeys)

See more on GDPR and WhatsApp here

What WhatsApp service features does charles offer?

We offer a range of rich features to smooth your customer service and support with WhastApp, including:

1. Create service desk tickets via charles

Use WhatsApp to get details (like order number) before opening a ticket in your preferred service desk.

2. Answer WhatsApp enquiries directly in your service desk

3. Respond after WhatsApp closes the conversation

 

4. Attach images, videos and PDFs

 

Which service software does charles integrate WhatsApp with?

Right now (September 2024), we offer our WhatsApp integration for users of Zendesk and Gorgias. See more about our WhatsApp service integrations.