About Gorgias

Gorgias is an all-in-one customer service, customer support, and live chat helpdesk for Shopify, Magento, or BigCommerce stores, which offers tools including email integration, autoresponders, ticket management, customer history tracking, request assignment, and more to aid with customer service. The cloud-based helpdesk solution aids customer service teams in resolving issues by connecting with third party eCommerce platforms, including Shopify, and pulling data on orders, payments, refunds, and more. It also integrates with various support platforms including Facebook, Twitter, Outlook, Live Chat, and more so that customer queries from multiple channels can be aggregated and managed in one place.

Customer support tickets can all be handled using the same ticketing system within Gorgias, regardless of the channel that they came from, and all tickets are subject to the same rules, tags, and macros. Users can set up autoresponders to improve ticket resolution speed and tickets are automatically sorted according to predefined attributes and topics. Gorgias offers various helpdesk features including tags, custom views, ticket assignment, anti-collision, internal notes, and @mentions, in order to aid with organizing tickets and enhancing collaboration. Customer timelines provide support staff with insight into customer history including previous and outstanding orders, email and phone call history, tracking numbers, and more.

Pricing starting from:

US$60,00/month

  • Free Trial
  • Free Version
  • Subscription
View Pricing Plans

Key benefits of Gorgias

• Edit/refund orders, cancel subscriptions, award loyalty points, and more with one click.

• See support requests from email, live chat, phone, and social media in one place.

• Cut response time with templates, automations, and powerful rules.

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, Germany, United Kingdom and 3 others, India, Mexico, United States

Supported Languages

English

Pricing starting from:

US$60,00/month

  • Free Trial
  • Free Version
  • Subscription
View Pricing Plans

Images

Gorgias helpdesk chat
Gorgias ticket tagging and @mentions
Gorgias performance reporting
View 4 more
Gorgias video
Gorgias screenshot: Gorgias helpdesk chat Gorgias screenshot: Gorgias ticket tagging and @mentions Gorgias screenshot: Gorgias performance reporting

Features

Total features of Gorgias: 68

  • @mentions
  • API
  • Activity Dashboard
  • Alerts / Escalation
  • Auto-Responders
  • Automated Routing
  • Batch Communications
  • Billing & Invoicing
  • Call Center Management
  • Canned Responses
  • Case Management
  • Chat/Messaging
  • Communication Management
  • Complaint Management
  • Contact Management
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Templates
  • Email Distribution
  • Email Management
  • Email Templates
  • Feedback Management
  • File Sharing
  • Help Desk Management
  • Historical Reporting
  • Interaction Tracking
  • Interaction Tracking
  • Issue Tracking
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Offline Form
  • Order Tracking
  • Performance Management
  • Performance Metrics
  • Personalization
  • Proactive Chat
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Reporting/Analytics
  • Request Assignment
  • Routing
  • Sentiment Analysis
  • Social Media Integration
  • Social Media Monitoring
  • Subscription Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Third Party Integrations
  • Ticket Management
  • Transfers/Routing
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management

Alternatives

Zoho Desk

4,5
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Zendesk

4,3
#2 Alternative to Gorgias
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

LiveAgent

4,7
#3 Alternative to Gorgias
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Salesforce Service Cloud

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Reviews

Overall rating

4,7 /5
(72)
Value for Money
4,5/5
Features
4,5/5
Ease of Use
4,7/5
Customer Support
4,6/5

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Showing 5 reviews of 72
Avishai M.
Overall rating
  • Industry: Oil & Energy
  • Company size: 1 001-5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

an effective auto-expanding text tool

Reviewed on 2018/02/02

Pros

Gorgias is definitely an effective auto-expanding text tool for Gmail and LinkedIn. The choices menu is gorgeous and enables you to definitely create HTML templates with keyword shortcuts utilizing a simple graphical interface.

When you spend the better a part of your daily projects answering e-mail, you'd prosper to make use of canned responses or quick text to efficient your email replies. If you are using Gmail, Facebook, or LinkedIn for the work, there is a free Chrome extension known as Gorgias which will make your work a bit easier. This free extension provides a couple of fundamental templates for Gmail for example greetings, closing /signature with choices to rapidly incorporate your own. With only a couple of email shortcuts, you need to end up working individuals emails just like a pro. Let's check out the mail templates that you could create using Gorgias to simplify your projects flow.

With the extension installed all you need to do is type a shortcut and press Tab. This will automatically enter the text defined in the template

Maria O.
Overall rating
  • Industry: Consumer Services
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Very helpful for staying organized and consistent

Reviewed on 2021/03/10

Before we migrated to this platform, it would take almost 72 hours to respond to customer queries,...

Before we migrated to this platform, it would take almost 72 hours to respond to customer queries, but with this software, we cut that time down to just around 30 minutes on average within a few days after migration.

Pros

The company's engagement with it's users. There's also a lot of helpful features that will optimize the customer service provided to our clients

Cons

There's a lot of updates and it tends to interrupt the workflow sometimes. On boarding was slower than what we had been told also.

Mark V.
Overall rating
  • Industry: Consumer Goods
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 3.0 /10

Gorgias Is Good But Having Severe Issues With Growth

Reviewed on 2021/03/10

It was good in the beginning but the many problems the young platform has have become blaringly...

It was good in the beginning but the many problems the young platform has have become blaringly obvious as time has gone on.

Pros

Gorgias has a lot of integrated features that are great for our business such as Shopify integration and a great CSAT system that is easy to use and understand.

Cons

Customer service is, unfortunately, not very good. I have been trying to get a resolution for a request to close out a number of tickets that fit into a certain parameter but nothin has been fixed for over 3 weeks. Every time I reach out, I am thrown to someone else who says they cannot help and now I do not get any responses. Their engineering team is having issues keeping up with the many bugs the system has. Also, updates will occur and shut your entire team down without notice. When I reached out about this, they claimed there was no way to give us forewarning the day of regarding possible updates that would impact our customer service productivity.

Claire B.
Overall rating
  • Industry: Retail
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Totally changed our customer service

Reviewed on 2021/03/09

I love working with the team at Gorgias and their product! The number of developments I have seen...

I love working with the team at Gorgias and their product! The number of developments I have seen since moving to them 7+ months ago is crazy!

Pros

I love how easy it is to treat our customer service team on this tool - the macro's make it easy to keep brand tone.
It was helpful when we have a couple of other people within the company jumping in to help out with the customer service team to keep ontop of things as they can be allocated out.
The onboarding and support provided by all the team were incredible!

Cons

It can be a little clunky at points, I see a lot of issues online about downtime - although I think as we are in the UK we don't really see this with timezones.

It would be good to have a few more 'zendesk' features on there like priority rankings just as when things get escalated to a manager it can be lost in a pool of issues.

Michael C.
Overall rating
  • Industry: Retail
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great Product!

Reviewed on 2021/03/05

The overall experience has been fantastic! Our team is so glad we found Gorgias. It has impacted...

The overall experience has been fantastic! Our team is so glad we found Gorgias. It has impacted our team's time in a very psositive way and customers have been very pleased with how quickly we are able to reply to them. Very straight forward.

Pros

I love how easy it is to use. It has saved us so much time in replying to emails and tracking our internal records.

Cons

I still struggle to understand Chat and reporting. I feel like there's a lot of potential in both, but eager to better understand how we can best utilize Gorgias.

Showing 5 reviews of 72 Read all reviews

Gorgias FAQs

Below are some frequently asked questions for Gorgias.

Gorgias offers the following pricing plans:

  • Starting from: US$60,00/month
  • Pricing model: Free, Subscription
  • Free Trial: Available

BASIC: $60/month (or $50/month when billed annually) for unlimited users and 350 tickets/month included PRO: $300/month (or $250/month when billed annually) for unlimited users and 2000 tickets/month included ADVANCED: $750/month (or $625/month when billed annually) for unlimited users and 6000 tickets/month included Custom enterprise plans are also available - contact Gorgias for more information.

We do not have any information about Gorgias features

Gorgias has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

Gorgias supports the following languages:

English

Gorgias supports the following devices:

Android (Mobile), iPhone (Mobile)

Gorgias integrates with the following applications:

Aircall, Bigcommerce, Facebook, Gmail, Instagram, Magento Commerce, Segment, Shopify, Shopify Plus, Slack, Smile.io, Zapier

Gorgias offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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