So, you’re almost buying Gorgias and want to know a bit more before buying this helpdesk software for your store? Sure, they have a great brand but what features are standing out?
This applies more to ecommerce businesses, where customer service is the most critical cog in the wheel. A help desk system adds that ‘wow’ factor to customer experience, enabling your customer service agents to deliver a more refined and personalized experience.
Gorgias (pronounced “gorgeous”) is one of the popular e-commerce help desk software that offers a bunch of unique features. But how well does it fare against some of the other help desk solutions like Zendesk, Helpscout, Helpwise, and Intercom?
Table of Content
- Gorgias Review: An Overview
- Gorgias Review: Features
- Plugins and Integrations
- Gorgias Review: Pricing
- Gorgias Review: Things I Like
- Gorgias Review: Things That Could Get Better
- Final Thoughts
I have worked in the Shopify ecosystem as a Head of Growth, which is why I have personally tried and tested these tools. Today, I will use my years of experience to help you decide whether Gorgias is worth your time.
Full transparency time: I may get some commission if you click on these links but it won’t cost you anything. Also, these tools have not paid me to write this review. I use it every day and I support some of these projects regardless.
So, let’s talk about Gorgias then.
Gorgias Review: An Overview
Gorgias aims to make high-end customer services more accessible to independent e-commerce brands. Its integration with several other tools makes it seamless for support agents to know the right context before they respond to questions.
As a result, you can personalize your help desk to meet your brand’s specific needs.
Gorgias also helps you free up your time by automatically replying to simple client questions so that you and your team can focus on revenue-generating activities.
To add to it, Gorgias keeps track of how your customer service affects your sales. This helps you ensure that your customer contacts are part of a successful sales strategy.
While most competing platforms charge you a fixed amount every month for their services, Gorgias offers a unique pricing system that is based on the number of tickets. This makes the platform one of the best options for Shopify eCommerce stores.
Gorgias Review: Features
Gorgias offers some amazing customer support & experience features. Here are some of my favorite ones.
Ticket Management
Gorgias focuses on a select few objectives, but it does the core functions of a help desk program very well. The primary function of any help desk program is ticket management.
With Gorgias, you can create and manage your tickets in several ways. Users can create tickets from the Tickets screen. The Create Ticket window has a modern UI that resembles an email creation page.
You can utilize various macros to add necessary information to your tickets. These macros can be used to create an auto-generated email that Gorgias will send to customers. Of course, you can choose to manually type the email if you want.
Gorgias offers a unique feature that you can use to auto-generate tickets based on specific events. If there are complaints that you frequently receive, you can associate a ticket for that problem. So the next time you receive a similar complaint, you will have a ticket template ready to go.
Similarly, you can set rules to automatically close tickets that no longer require a reply. You can also associate certain messages with such emails. So, when you receive inquiries with these messages, Gorgias will automatically close the ticket.
Social Media Sentiment Analysis
This feature is a unique one that you are unlikely to find in other similar programs. It focuses on e-commerce store operation and customer satisfaction.
An artificial intelligence (AI) engine combs the web for positive or negative consumer feedback on your product, then displays what it finds within the app.
Tracking and monitoring social media is an effective way to identify customers and demonstrate your customer service. You can now use this information to rapidly turn an unhappy customer’s frown upside down or send an upsell email to a satisfied customer.
Customers will usually mention your brand in either of the two cases – when they praise your product or when they are unhappy with it. A happy customer is likely to make another purchase, and their social media followers are ALSO potential customers.
But unsatisfied customers will complain about your product, which negatively impacts your sales. In such cases, your social media team must be ready to resolve any problem that the customer faces.
Gorgias lets you keep track of these mentions and identify which of them are positive and which are negative. As a result, your team can quickly make their move to handle the situation without wasting any time.
Connect All Your Support Channels
You can manage and respond to messages from all communication channels, including email, chat, social and online ad comments, and live messenger from a single platform.
This feature saves you plenty of time. It eliminates the need to switch between platforms to check and respond to communications. It also allows you to keep all your data in one place.
With Gorgias, you can seamlessly track your tasks and prioritize them with everything in one location.
Smart Auto Responders
Smart autoresponders let you create rules for automatic responses. Your tickets can be sorted, tagged, and assigned based on their topic and attributes.
Needless to say, this feature reduces the number of tasks that must be repeated. In fact, by doing so, you can automate up to 30% of your responses. This not only saves you time but also ensures that your consumers receive prompt responses.
Macros and Machine Learning
This is arguably the finest feature Gorgias offers.
Gorgias offers predictive typing and personalized messages based on your customer information and order history. It uses this data to create chat templates, allowing your agents to do more work in less time.
Macros improve workflows significantly. It minimizes human error while relaying information to customers, maintains your brand voice in automations, and simplifies internal processes.
This feature also lets you set up a low-touch customer support system. Moreover, you can use it to collect data for future analysis.
Macros can also be used to respond to customer queries via rules and in internal escalation processes as a template for internal notes. Plus, you can apply them in bulk to different sections of tickets.
Note that macros take some time to set up. They also require careful planning and proper execution.
You’ll need to train your agents to make full use of this feature. If your agents rely on macros without understanding the problem, customers may feel like they are receiving canned responses, which ruins the overall experience.
Revenue Dashboard
You can track the impact of your live chat and customer support teams on sales using the revenue dashboard. This makes it simple to recognize agents based on customer conversion and income generated from pre-sale tickets.
You may also get an overall picture of the team’s performance by looking at response and resolution times as well as satisfaction ratings.
Chat Campaigns
Chat campaigns are a useful feature to get in touch with customers. You can activate a live conversation when a visitor accesses your website.
This allows you to highlight your products and guide them to make a purchase.
Plugins and Integrations
Gorgias puts a lot of emphasis on integration. It’s a platform that easily lends itself to integration, so it supports over 30 native plugins.
Some of these plugins include:
- Shopify
- BigCommerce
- Magento
- Gmail
- Facebook Messenger
- Live Chat
- Slack
… and so on. The developers are constantly adding support for more plugins, making the software more versatile.
The goal of these add-ons is to add flexibility to the help desk platform. Gorgias lets you customize your help desk to fit your needs. It isn’t easy to implement these integrations, but Gorgias has made it as simple as possible. However, you will still have to go through tedious steps and maintain them now and then.
Gorgias Review: Best Suited For
Gorgias is a pretty decent help desk program. But its feature set aims to fulfill the needs of a very specific group of people.
That said, Gorgias is best suited for small and medium e-commerce stores. More specifically, Shopify e-commerce stores that get up to a thousand orders a day will get the most value out of Gorgias.
Gorgias Review: Pricing
While most help desk programs charge you a fixed amount every month for their services, Gorgias also takes into account the number of tickets you use.
Every user has to pay a fixed amount regardless of how many tickets they use. Then there is a fixed rate for additional tickets.
The Basic plan will cost you $60 per month and offer up to 350 tickets. You’ll then need to pay $25 for every additional 100 tickets.
You will get full access to all the basic features Gorgias has to offer, including unlimited users, social media integration, live chat, macros, etc.
The Pro plan will cost you $300 per month and give you 2,000 tickets. For an additional 100 tickets, you will have to pay $23.
In this plan, you get access to a few extra features, including a guided onboarding process, user permissions, satisfaction surveys, chat campaigns, etc.
Next, you get a monthly quota of 5,000 tickets for $750/month if you go for the Advanced plan. In this case, the rate for 100 additional tickets drops to $21.
Gorgias also offers a free plan for evaluating the system. But you will need an active e-commerce shop to use it.
Moreover, you will have to perform your tests in a live environment which can be tricky. There is also a Custom plan for larger corporations. The price and features of this plan will vary depending on the organization.
Gorgias Review: Things I Like
There is a lot to like about Gorgias. Here is a brief of the things I like about Gorgias:
- Different UI: Most help desk programs have a dashboard-like UI. But Gorgias offers a more comfortable, simple UI that resembles an email client. This design choice leads to a more comfortable experience and makes tasks like sorting through tickets easier.
- Automation: Gorgias has strong automation features that can save users a lot of time. You can customize use-cases and prepare response templates beforehand.
- Integration: Integration is one of the best aspects of Gorgias. It offers a huge variety of add-ons, and the list continues to expand. This gives Gorgias a greater level of flexibility compared to its competitors.
- Specialization: Gorgias’ unique set of features makes it one of the best options for small e-commerce websites. Even though it targets a narrow audience, Gorgias meets their needs very well.
Gorgias Review: Things That Could Get Better
It should be clear from my review so far that I am a big fan of Gorgias. However, the platform is far from perfect. Here is a list of things about Gorgias that I dislike.
- Aggressive Spam Filter: Gorgias has an aggressive spam filter. This means that sometimes, important messages may get lost. Teams that use Gorgias should regularly check their spam filter to avoid missing important emails.
- Forced Updates: Gorgias often gets multiple updates every day. You might have important work going on, and Gorgias will reload the page to update the program. This can be annoying for a lot of users.
Final Thoughts
All in all, the specialized feature set and pricing model optimized for Shopify stores make Gorgias a solid deal. The numerous integrations you get offer unparalleled flexibility for a help desk program.
I personally believe it’s the best e-commerce help desk store out there. If you own a Shopify eCommerce store looking to amp up your customer service, look no further!
Disclaimer: Please note, I may receive affiliate compensation for some of the links below at no cost to you if you decide to purchase a paid plan. However, these are the best tools I have tested for launching a website/store. You can read my affiliate disclosure in my privacy policy & affiliate disclosure.