Gorgias Reviews & Pricing

by Gorgias, Inc. | Founded 2015, Paris, France

Analyst Rating

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Help Desk Software
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What is Gorgias?

Industry Specialties: Serves e-commerce businesses only.

Gorgias is a customer experience platform designed specifically for e-commerce businesses. It functions as a central hub for managing all customer support interactions, consolidating inquiries from various channels like email, chat, and social media into a single, unified inbox. This streamlined approach simplifies workflow and improves team efficiency. Gorgias caters particularly to online stores seeking an all-in-one solution to optimize their customer support operations. It empowers teams to automate repetitive tasks, personalize interactions, and gain valuable customer data directly from their existing e-commerce platform. Among its key benefits are improved agent productivity, enhanced customer satisfaction, and access to crucial customer insights. Popular features include automated workflows, pre-built templates, and robust reporting tools. User experience within the help desk space suggests that Gorgias excels in ease of use, offering an intuitive interface and seamless integration with popular e-commerce platforms. Pricing typically follows a tiered structure based on various factors like the number of support agents and required features. It's recommended to consult Gorgias directly for the latest pricing information.

Pros

Easy to use
Centralized inbox
Automation features
E-commerce integrations
Customer data insights

Cons

Limited customization
May not suit complex needs
Pricing can be high
Limited reporting features
Support wait times reported

PRICE

COMPANY SIZE

DEPLOYMENT

PLATFORM

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#34

Gorgias is ranked #34 in the Help Desk Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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Gorgias Pricing

Based on our most recent analysis, Gorgias pricing starts at $60 (Monthly).

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Starting From: $60
Pricing Model: Monthly
Free Trial: Yes, Request for Free

Training Resources

Gorgias is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Gorgias:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Gorgias Benefits and Insights

Why use Gorgias?

Key differentiators & advantages of Gorgias

Centralized communications: Manage inquiries from email, chat, social media, and other channels in a single platform, streamlining workflows and boosting team efficiency.
Automated workflows: Automate repetitive tasks like sending welcome emails, assigning tickets based on keywords, and triggering pre-written responses for common questions, freeing up agents for complex issues and personalized interactions.
E-commerce platform integrations: Seamlessly integrate with popular e-commerce platforms like Shopify, allowing agents to access customer order history, product details, and other relevant information directly within the Gorgias interface, for faster and more informed responses.
Customer data insights: Gain valuable insights into customer behavior and preferences by analyzing past interactions and support tickets. This data can be used to identify trends, personalize support experiences, and improve overall customer satisfaction.
Improved agent productivity: Empower agents with the tools and automation they need to resolve inquiries faster and more efficiently, leading to increased productivity and improved customer satisfaction.

Industry Expertise

Gorgias isn't just a general help desk solution; it boasts specific strengths geared towards the e-commerce industry. By integrating seamlessly with popular e-commerce platforms, Gorgias equips agents with direct access to customer order details and product information, facilitating a more informed and efficient support experience. This makes Gorgias an ideal choice for online stores seeking a comprehensive solution to streamline their customer support operations and elevate customer satisfaction.

Synopsis of User Ratings and Reviews

Based on an aggregate of Gorgias reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Taming the Multi-Channel Beast: Gorgias consolidates inquiries from various channels (email, social media, live chat) into one unified inbox, streamlining communication and eliminating the need to juggle multiple platforms.
Automating the Mundane: Features like canned responses, macros, and triggers help tackle repetitive tasks, freeing up valuable time for agents to focus on complex issues and personalized customer interactions.
Teamwork Makes the Dream Work: Gorgias fosters seamless collaboration through internal notes, ticket assignment, and task management, ensuring everyone's on the same page and customer issues are resolved efficiently.
Data-Driven Decisions: Built-in reporting and analytics provide valuable insights into agent performance (resolution times, response times) and customer satisfaction, allowing for data-driven decision making and continuous improvement.
Ecommerce Edge: Integration with platforms like Shopify provides easy access to customer order details and history within the helpdesk, empowering agents to provide exceptional service tailored to ecommerce needs.

Cons

Learning Curve for Automation: While Gorgias offers automation features, some users report a slight learning curve when setting up complex automations and workflows, requiring additional time and effort upfront.
Limited Customization Options: While Gorgias offers customization options, some users feel the level of customization for certain aspects, like the user interface, could be broader to better match their specific needs and branding.
Pricing Considerations: Gorgias pricing plans are based on the number of agents and features required, which may not be suitable for all businesses, particularly smaller teams or those with limited budgets.

Researcher's Summary:

Gorgias, a help desk software, is a popular choice for businesses seeking a streamlined and collaborative customer service solution. Users often praise its ability to centralize communication from various channels (email, social media, live chat) into a single platform, eliminating the need to switch between applications and improving overall team efficiency. Additionally, Gorgias' automation features, like canned responses and macros, are seen as valuable time-savers, allowing agents to focus on more complex customer interactions.

However, some users report a slight learning curve when setting up complex automations, highlighting a potential barrier to entry for teams who require advanced workflows. Additionally, while Gorgias offers customization options, some users feel it may not be as extensive as competing products, potentially limiting the ability to tailor the platform to specific branding or workflow preferences.

A key differentiator for Gorgias is its deep integration with popular ecommerce platforms like Shopify. This allows businesses to access customer order details and history directly within the helpdesk, streamlining workflows and empowering agents to provide exceptional service tailored to ecommerce needs. This integration is particularly valuable for businesses that rely heavily on online sales.

Overall, Gorgias is best suited for customer-centric businesses, particularly those in the ecommerce space, who value a unified platform, automation capabilities, and seamless integration with their existing sales channels. While there may be a slight learning curve for advanced functionalities and the level of customization might not be ideal for all, Gorgias' strengths in user experience, streamlined workflows, and ecommerce integration make it a compelling option for businesses seeking to enhance their customer support operations.

Key Features

Notable Gorgias features include:

Omnichannel support: Manage customer inquiries from various channels like email, chat, social media (Facebook and Instagram), and WhatsApp, all within a unified platform.
Shared inbox: Collaborate effectively with your team by assigning tickets, adding tags for organization, and utilizing shared views to focus on specific customer segments.
Automated workflows: Automate repetitive tasks using features like auto-responders, pre-written message suggestions, and custom workflows to streamline the support process.
E-commerce integrations: Integrate seamlessly with popular e-commerce platforms like Shopify, BigCommerce, and Magento, allowing agents to access customer order history, product details, and other relevant information directly within the Gorgias interface.
Knowledge base: Create and manage a self-service knowledge base with articles and FAQs to empower customers to find answers to common questions independently, reducing support ticket volume.
Reporting and analytics: Track key metrics like first response time, resolution time, and customer satisfaction to gain insights into team performance and identify areas for improvement.
Customizable dashboards: Visualize key performance indicators (KPIs) through customizable dashboards to monitor support performance and make data-driven decisions.
API access: Leverage the Gorgias API to integrate with other business applications and create custom functionalities to enhance your support operations.

Cost Of Ownership

Frequently asked questions regarding Gorgias pricing include:

Q: How much does Gorgias cost?
A: Gorgias utilizes a tiered pricing structure based on the number of support agents (users) and the volume of support tickets your business receives each month. Their website outlines three main plans: Basic (up to 500 users, 300 tickets/month, starts at $60/month), Pro (up to 500 users, 2,000 tickets/month, starts at $300/month), and Advanced (up to 500 users, 6,000 tickets/month, starts at $750/month). It's important to note that these are starting prices, and exceeding the included ticket allowance incurs additional charges. Additionally, Gorgias offers custom Enterprise plans for businesses with high-volume support needs, so contacting their sales team is recommended for tailored pricing.
Q: Is Gorgias worth the price?
A: Determining Gorgias' value proposition depends on your specific needs and budget. For smaller e-commerce businesses with straightforward support requirements, the Basic plan might be cost-effective. However, businesses with larger teams or higher support volumes may find the initial cost steeper compared to simpler help desk solutions. It's crucial to weigh the potential cost savings from increased agent productivity, improved customer satisfaction, and streamlined workflows against the monthly subscription fees to determine if Gorgias aligns with your budget and overall business goals.
Q: Are there any hidden costs associated with Gorgias?
A: Beyond the monthly subscription fee, there are a few potential cost considerations to keep in mind. If your support volume exceeds the included tickets in your chosen plan, you'll incur per-ticket overage charges. Additionally, while integrations with popular e-commerce platforms are included, integrating with other business applications might require additional fees depending on the chosen third-party service. It's advisable to carefully review the pricing structure and explore potential integration costs before committing to a plan.

Limitations

Notable limitations of Gorgias include:

Limited customization: While Gorgias offers some customization options, its interface and features may not be as extensively customizable as some competing help desk solutions, potentially hindering a perfect fit for specific workflows.
Focus on e-commerce: While Gorgias integrates with popular e-commerce platforms, its feature set and industry expertise are primarily geared towards e-commerce businesses. Businesses in other industries might find its functionalities less tailored to their unique needs compared to industry-specific help desk solutions.
Scalability concerns: While Gorgias caters well to smaller and medium-sized e-commerce businesses, some users report limitations when scaling to very large teams or extremely high support volumes. Enterprise-level businesses might require a more robust and scalable help desk solution.

FAQ

Frequently asked questions regarding Gorgias include:

Q: How does Gorgias integrate with my existing ticketing system?
A: Gorgias integrates with popular ticketing systems like Zendesk and Salesforce, allowing seamless data flow and avoiding the need to switch between platforms.
Q: Can I use Gorgias to collaborate with my team on resolving tickets?
A: Yes, Gorgias offers features like internal notes, ticket assignment, and task management, enabling teams to work together efficiently to resolve customer issues.
Q: Does Gorgias offer features to automate repetitive tasks?
A: Gorgias provides automation features like canned responses, macros, and triggers, streamlining repetitive tasks and improving agent productivity.
Q: How can I track and measure the performance of my agents using Gorgias?
A: Gorgias offers reporting and analytics dashboards that provide insights into agent performance metrics like resolution time, response times, and customer satisfaction.
Q: Is Gorgias secure and compliant with data privacy regulations?
A: Gorgias prioritizes data security and offers features like role-based access control and data encryption to ensure compliance with relevant regulations.