LateShipment.comUpdated 2 months ago

With LateShipment.com’s Delivery Experience Management (DEM) Platform for Gorgias, merchants can set up automated triggers to create tickets for delivery issues and proactively resolve them, automate order status notifications to customers, and provide branded order tracking experiences, in addition to being able to report orders as lost or damaged for claiming carrier refunds.

This integration enables the LateShipment.com Ticket Widget to load inside Gorgias with contextual information regarding the shipments.

The Gorgias x LateShipment integration will automatically create tickets 24-36 hours prior to a shipment issue that may lead to a customer facing a delayed delivery or package-related issue. This allows you to be proactive with your customers which will boost your CSAT scores and drive down ticket resolution time.

The integration allows you to be proactive with your customers, anticipating potential friction points, which will boost your CSAT scores and drive down Ticket Resolution Time.

Steps

1. From your Gorgias account head to Settings → App Store → All Apps.

2. Find LateShipment on the list.

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

4. Authorize the app once prompted.

5. You will be routed to the LateShipment.com app to complete the setup. Select the desired options, copy Your Unique URL as you’ll need it later, and save the settings:

6. You will now want to set up the Gorgias SDK with the instructions provided here. This is where you’ll use Your Unique URL provided in the previous step.
This advanced setup lets you load contextual shipment details inside Gorgias for all tickets with a tracking number/order ID in the subject or body of the ticket.

7. Once done, you’ll find your LateShipment.com integration on the path Settings → My Apps → LateShipment.com and at Settings → HTTP Integration → Manage.

Now, when a shipment is expected to be delayed, LateShipment.com will open a ticket with you containing contextual shipment details with a tracking number/order ID in the subject and body of the ticket:

The ticket widget in the sidebar will provide you with the rest of the relevant information.

Each ticket generated by LateShipment.com will also be tagged with new Tags, ‘LateShipment’ and ‘Predicted Delays’, generated by the integration, so that you can easily set up Views and search for your LateShipment tickets.

Support agents can also report an order as lost or damaged for LateShipment.com to initiate carrier refunds for shipping costs/ insured value.

Limitations

• For the integration to start working, the LateShipment.com app needs to create a ticket for you first.
• For the ticket to be created, you’ll want to enable this process within the LateShipment.com account settings.