HiveUpdated 14 days ago

Hive allows you to track and manage your Hive shipments directly in Gorgias. It empowers Direct-to-Consumer (D2C) brands to effortlessly automate their operations to manage freight, fulfillment, delivery, packaging, and returns. 

Operating seamlessly across Germany, France, Italy, Spain, and the UK, Hive’s expansive network of fulfillment centers means your products are always near your customers.

Here’s how Hive enhances your customer support experience with Gorgias:

• Streamlined data integration - Seamlessly sync customer and order information associated with your Hive account into Gorgias, eliminating manual data entry and ensuring you have access to the most up-to-date details.
• Customer sidebar integration - Display critical data from Hive within the Gorgias Customer sidebar, providing your support team with instant access to order and shipment information, enhancing ticket resolution efficiency.
• Historical order retrieval - Retrieve historical orders from Hive directly within Gorgias, ensuring you can see all of your customer’s interactions and orders.
• Effortless order management - With just one click, access the Order Details page in Hive through the integration’s deep link functionality, simplifying order management and reducing the time needed to resolve customer inquiries.

Integration benefits

• Resolve issues quicker by accessing Hive's comprehensive customer and shipment details in one place.
• Streamline returns by managing Hive's Customer Portal workflows directly within Gorgias, reducing the hassle of switching between multiple tabs.
• Simplify claims processing by handling Hive's Customer Portal claims directly within Gorgias, eliminating the need to copy-paste information across systems.

Steps

1. Go to Settings -> App Store -> All Apps

2. Find Hive on the list

3. After selecting the app, click on the Connect App button

4. Log in and authorize the app. A successful installation will show this image, as well as a connected Gorgias account under the Settings→Integrations page in the Hive app:

5. When done, 3 HTTP Integrations will be created:

Once a ticket is created from a Gorgias customer with existing details in the Hive app, a widget will be created:

You can access the customer’s order directly in Hive by clicking on the order in the widget:

You have three widget options for performing certain actions in Gorgias, such as the Put On Hold or Release Order buttons, as well as changing the address, which will reflect in the Hive app:

Since there are HTTP integrations for Returns and Issues as well, as soon as either of these is submitted, a ticket will be created for that customer. Both Returns and Issues are created using the options shown below in any customer order in Hive:

Once either option is submitted, a ticket will be created for that customer: