Gorgias is a well-known helpdesk platform that enables you to provide consistent customer service across multiple channels.

The simple user interface and the ease with which Gorgias can be set up make it no surprise that it is a popular platform. We’ve found that it has numerous automation features for tracking the customer journey across all touchpoints.  What’s more, your agents will not have to switch between tools with all the integration options available.

However, is Gorgias the best help desk for your business? Especially considering the wide variety of helpdesk platforms available in the market today?

In this post, we will do an in depth Gorgias review to help you make the right decision.

Gorgias Pros and Cons

 

PROS

CONS

  • Easy training/ onboarding and smooth user interface for most agents
  • The Gorgias tags system is a great way to stay organized
  • Great integration options across multiple platforms
  • Getting up and running on the platform can be easy
  • Limited customization features
  • Platform is built, majorly focused on e-commerce customers

Gorgias Pricing and Features

Pricing and Plans (Rating ⭐ 5/5, 5 reviews)

Pricing and Plans

Gorgias helpdesk currently offers five different pricing plans: Starter, Basic, Pro, Advanced, and Enterprise.

  • Starter plan is Gorgias’s entry-level pricing plan. It costs $10 per month/ 50 tickets. This plan allows you only 3 users. 
  • Basic plan costs $60 per month/ 300 tickets. It includes Unlimited users.
  • Pro plan costs $360 per month/ 2000 tickets. This plan includes all of the Basic plan features.
  • Advanced plan costs $900 per month/ 5000 tickets. This plan includes all of the Basic and Pro plan features.
  • Enterprise plan is completely custom and depends on the ticket size you desire.

As you can see, these pricing plans differ primarily in terms of the number of tickets and features included. Let’s see what customers have to say about the pricing:

Pricing is usage based so it can creep up during peak periods! Generally speaking though it’s a great platform. 

⭐ 5/5 Administrator in Apparel & Fashion

Gorgias’ plans all include essential features such as live chat, social media, SMS and voice channels, ticketing, etc. If you need less than 300 tickets per month, the basic plan might be adequate for handling most of your customer support needs.

Pricing could be a bit better or more customizable. Would also be interesting in more options for payment terms.

⭐ 5/5 Administrator in Consumer Goods

If you want a more detailed pricing breakdown of Gorgias? Then, go through our post on Gorgias Pricing: Which Plan Is Best for You?

Interface and Customization (Ratings ⭐ 4.72/5, 29 reviews)

Interface and Customization

The user interface is intended to be consistent across all devices, whether mobile, tablet, or desktop. However, the consensus is that Gorgias’ interface, while confusing at first glance, is quite smooth to work on. It’s just a matter of getting used to the interface, which makes sorting through tickets fairly simple.

Gorgias makes my job so easy. It is so nice to have everything in one place! I love the integration with Shopify and being able to see all of the customer’s orders within the Gorgias interface. It saves me time from having to jump around from site to site.

⭐ 5/5 Allison D

Thankfully, Gorgias also comes with mobile apps for Android & iOS. This will help you respond to your customers on-the-go.

There are a lot of integrations that reduce the going back and forward getting information to the minimum, the interface is easy to understand and it has a lot of time-saving features

⭐ 5/5 Consultant in Information Technology and Services

The sidebar customization is a standout feature for your agents’ workflows. Your team can completely customize the sidebar and select which customer data to display next to tickets. It’s also critical to note that from the first login, Gorgias is set up with the tools you require. Most of their integrations, don’t require technical people to step in and implement custom configuration in order to make it work for your needs.

Ticket Management (Ratings ⭐ 4.74/5, 62 reviews)

Ticket Management

Regardless of whether it is an ecommerce-focused helpdesk, no review is complete unless it delves into the core functionality of any help desk platform. 

Like most helpdesks, Gorgias also comes with an integrated ticketing system to engage customers through different channels and quickly convert them into tickets. Whether you have agents assigned to specific channels or not, Gorgias’ workflow tools can be used to automatically assign tickets to the appropriate person or team. This allows your agents to quickly switch between channels and focus on resolutions.

When we can to Gorgias, I knew immediately it would be a perfect match for us. The automation allows our team to fly through tickets. The Macros, and ability to edit in a flash, contribute to our high sat score. The integrations allow the team to view all needed information without clicking back and forth between various accounts. But I think I love the support from the Gorgias Team the most.

⭐ 5/5 Amanda O

Since Gorgias is an ecommerce helpdesk, it provides your agents with the tools they need to easily manage orders in your eCommerce store without ever leaving the helpdesk.

I love that I no longer have to go into our system to check a customer’s order information- it is right at my fingertips within Gorgias. Another big perk is the level of automation. Tickets are auto-assigned, rules are set, and macros/templates are there to make our lives so much easier.

⭐ 5/5 Natalie A

A feature that can definitely come in handy is the Email Capture. This prevents customers from sending messages in your live chat if they haven’t entered their email address. Email capture can help a lot in reducing the number of unnecessary tickets.

Reporting and Dashboard (Ratings ⭐ 4.51/5, 29 reviews)

Reporting and Dashboard

On the surface, reporting might look like the part where Gorgias comes up short when compared to most of the other contenders in the market. However, we’ve found that this is not the case and the helpdesk is capable of handles reporting adequately. Let’s take a look. 

There are six key functions under reporting:

  • Revenue statistics
  • Statistics
  • Self-Service Statistics
  • Automation Statistics
  • SentiSum

You’ll find that the Statistics section is fully customizable, and you can view performance per agent, channel and/or tag for the selected time frame. The statistics are updated immediately, so every action should reflect the statistics right away.

Besides having customers’ info in one place, Gorgias is just very user-friendly. It’s such an intuitive platform that training takes 45 minutes tops. It’s great for the day-to-day of a customer associate and also perfect for reporting and data analysis.

⭐ 5/5 Marianne F

You’ll also get access to graphical data visualization in most instances, with various metrics to play with. If you want the data in a spreadsheet or third-party tool, you can easily export the numerical data to a CSV file.

This is a great platform for a smaller team, and the cost is appropriate. I would consider the reporting capabilities, as it’s easy to pull data from here for a weekly report.

⭐ 5/5 Administrator in Health, Wellness and Fitness

Live Chat (Ratings ⭐ 4.88/5, 18 reviews)

Live Chat

Gorgias, like most helpdesks, includes a chat widget that allows your agents to communicate with customers directly from your website. The platform, also allows you to customize the chat widget’s design, appearance, and default messaging options to provide a consistent chat experience for your customers across platforms while also matching the look and tone of your brand.

Gorgias does a good job of integrating the features we’ve asked for. Continued effort and improvements with live chat and text support can go a long way. Other than that no issues.

⭐ 4.5/5 Fernando R

Because Gorgias is an ecommerce helpdesk, your agents will have access to all of the information they need in one place to see what’s in stock, share product links, update orders, issue refunds, and more. With Quick Replies and Rules, you can also guide the conversation based on the most common customer questions.

Gorgias has made replying to our customers quicker and easier thanks to the built-in macros and auto-responses by the Gorgias Bot.

⭐ 4.5/5 Kylie Q

A big feature focus for Gorgias chat is automation. The sentiment detection feature can be used to detect how your customers are feeling automatically. You can also automatically detect, and route bot conversations based on customer input. With this feature, you can now create automated workflows to handle specific customer intents. 

Marketing Features (Ratings ⭐ 4/5, 3 reviews)

Marketing Features

With Gorgias software, your agents have access to tools they need to easily recommend products from your eCommerce store and manage orders without ever leaving the helpdesk.

One of the key marketing features that come along with this helpdesk is chat campaigns, sometimes referred to as ‘proactive chat‘. This feature enables you to be proactive in contacting customers by initiating live chat conversations with site visitors, providing product advice based on the contents of their cart, and suggesting products.

We love how easy it is to stay organized with Gorgias. We have it integrated to our various marketing apps, social media accounts, and returns service so we can gather a full understanding of the customer’s experience and engagement with our company. We can easily view daily and real-time stats to make sure customer satisfaction is high and support is timely.

⭐ 5/5 Katie D

Gorgias makes delegating customer service requests between the marketing and customer service team so easy. We have been able to reduce our outstanding requests significantly!

⭐ 4.5/5 Tiffany R

So, while Gorgias can handle basic marketing tasks like live chat campaigns and email outreach, it is unlikely to meet most marketing needs. If you’re looking for advanced marketing automation features, unfortunately, Gorgias is not the platform for you.  We recommend looking into customer interaction/automated marketing software such as Helplama Helpdesk.

Bottom Line

Gorgias is without a doubt a great helpdesk platform, with many features that you won’t find in many competing platforms. However, a quick glance at Gorgias’ pricing page reveals that their pricing plans can be quite expensive. This platform may not be within your budget or meet your support needs, even with unlimited users across all of their pricing plans.

If you don’t think Gorgias is the right fit for you, check out the best Gorgias alternatives. We hope this guide compared to other Gorgias reviews cleared up some questions and made it easier to make a decision.

Also, if you’re just getting started with helpdesk systems and want to make it easier for your support reps to provide the best service possible, the Helplama Helpdesk could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Helplama with little to no training.

So, what are you waiting for?

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