In this Gorgias review, I’ll be taking a close look at one of the greatest e-commerce help desk shop assistance options and outlining its many benefits and drawbacks for you. Is it a good fit for your company?
As my e-commerce store continues to grow, I’ve realized the importance of having a help desk that can seamlessly scale with my business and efficiently handle all customer support tickets.
It’s crucial to provide top-notch customer service and ensure that no inquiries or issues fall through the cracks.
Managing customer support across multiple channels, such as email, live chat, phone, and social media platforms like Facebook and Instagram, can be quite challenging and time-consuming. It’s easy for tickets to get lost in the shuffle, leading to frustrated customers and a negative impact on the overall shopping experience.
That’s where Gorgias comes in. This all-in-one help desk has been a game-changer for me. With Gorgias, I can effectively manage all of my customer services in one centralized place, eliminating the need to constantly switch between different platforms and channels.
Who Should Consider Using Gorgias?
People who are using e-commerce websites to sell their products and want to maintain good relationships with their customers should consider using Gorgias. It is really hard to reply to consumers’ queries on a daily basis and every query is having the same type of questions. It can waste a lot of time of yours and your support team.
Gorgias helps you by saving you time because it replies to those same queries automatically on a daily basis and forwards those queries to the support team which requires human interaction.
In this way, you can focus your time on generating more money-related ideas instead of replying to those same emails. Your support team can also help quickly those customers who require immediate attention and in this way, your website’s customer satisfaction score will rise up.
In-Depth Gorgias Review: Top Pros & Cons
Gorgias is a customer service platform where you can manage your customer support in one place. Customers can contact you on multiple channels. You can also collect customer service messages from all channels (email, live chat, phone, etc.) to help you optimize your support tickets.
Gorgias’s simple mission is to help you deliver independent e-commerce products with outstanding customer service. It allows your agents to focus on being productive that advising customers rather than responding to repeated emails throughout the day.
Gorgias strives to free up its employees’ time to focus on cash-generating activities by automatically answering basic customer questions. Not only that, but Gorgias also monitors the impact of customer service at the sales level. With this information, you can ensure that your customer engagement becomes part of a profitable sales strategy.
Features & Benefits of Gorgias Review:
To my surprise, when we first logged into the app, I noticed that its interface looked very much like an email client. Even small business-oriented help desks like Freshdesk and Zoho Desk, which are often based on a ticket queue dashboard, are in striking contrast to this model.
However, this design choice is deliberate since once you get used to it, sorting through tickets is actually quite simple. Even from a management standpoint, it is visually appealing because of the color-coded tickets and the simple order entry process. Another component that’s unique is its sales aspect of it.
Typically, other customer service departments begin their work after a customer has made a transaction. Using an email-like interface, Gorgias makes consumer orders the major focus of engagement.
When it comes to customer service and information channels, the system uses views to categorize them. As with Google Gmail, these are displayed on the left side of the screen. You have complete control over what your reps see in these views, and you can even create your own unique views. Filtered information from tickets and tags on those tickets, either provided by the system or another user, is what they’re using to present the data on the screen.
Because of this, it’s not possible for every user to customize a view. A person with administrator or lead agent rights must make all customizations. Finally, you can designate whether a view should be made public or private. Only the holder of the private view can see the views that are shared with other users or teams.
Gorgias places a high value on automation as a feature. When it comes to setting up customer service that requires little interaction, macro-driven, templated responses are an ideal solution. These templates can also aid in the collection of data for future study.
As an illustration, you might automatically gather data on any customer complaints about a certain product or a particular pain point associated with that product. You may then utilize that information to create more efficient automated responses to the problem and, perhaps, make it a higher priority in your next update.
Additionally, Gorgias has placed a high value on interoperability with other systems. However, there is also an App Store with a far longer list of additional add-on apps for BigCommerce, Magento, and Shopify.
It’s possible to automate the complete product return procedure by integrating Loop with your Gorgias-Shopify platform. You might also add Aircall, which provides phone help and the ability to create tickets right from a phone call. The possibilities for further social media data mining and analytics are virtually limitless.
Here, it’s important to be adaptable even within the confines of Gorgias’ mission. Many of the broad functions that come with platforms aimed at a wide range of customers, such as remote control or SLA management, are absent from this platform. If you’re a smaller online retailer, the App Store allows you to develop a highly customized service desk tailored to your business, store, and product category.
Connect All Your Support Channel
Gorgias helps you manage all your customer support channels like email, Facebook Messenger, Live Chat, Instagram, phone chat, etc all in one place.
Set Up Smart Autoresponder
Gorgias has set an autoresponder for repetitively asked queries of customers. They will get satisfactory responses from these bots. If not, the queries forwarded to your employees for a better solution. This will help boost your economy and your employees’ productivity as well.
All Help Desk Features
- You can add tags to your tickets or sort them in your custom views
- To distribute incoming tickets, you can assign tickets to your agents
- Avoid duplicate work by distributing tickets
- Use internal notes and mentions to collaborate directly on tickets
Conversation History and Order Data
Gorgias keeps all conversations with the same client in one place, regardless of channel.
This way, you can easily browse and track your conversation history.
Gorgias downloads relevant information from Shopify or e-commerce to provide you with detailed customer information in a clear panel: order information, tracking number, and more.
Add customer accounts and orders to other apps from your helpdesk: refund, cancel orders, change addresses.
Drive Revenue with Chat Campaigns
Don’t wait for the website’s visitors to contact you. You can trigger live chat conversations with them and give them advice on the product based on the cart content. You can also guide them through checkout to grow your revenues.
You can create message templates that include customer information such as order details and tracking numbers. You don’t have to do much copy and pasting because with a click you can send more personalized messages.
It will help you create various customer satisfaction surveys which you can use instantly after answering your customers and they will give their opinion at that time.
Monitor Your Team’s Performance
To understand customer requests, it gives you major customer service KPIs. It helps you to measure the response time, and resolution time and also lets you track satisfaction scores. With this tool, you can monitor or measure your team’s performance. After that, you can also send your statistics to your preferable BI tool.
Earn Money Using Revenue Statistics
With the help of revenue statistics, you can earn money. It helps you measure the impact of chat on sales and also lets you convert support into real money. If the customer conversion and the revenue generated by pre-sale tickets are good then you can also give rewards to your agents.
You can now select the maximum number of tickets an agent can be served by the auto-assignment for both “Chat & Messaging” tickets (chat, messenger, IG DMs, SMS,…) and “Other text” tickets (email, comments….)
To do so, just head to Settings -> Ticket assignment 🤖
Gmail conversation grouping
Smarter ticket grouping for Gmail integrations!
Gorgias just released a new feature for Gmail integrations, which makes sure Gmail messages are grouped into tickets using Gmail’s grouping logic.
What does this mean?
According to the Gmail documentation, Gmail messages are grouped into the same ticket if each message meets the following conditions:
They have the same recipients, senders, or subject as a previous message
A reference header with the same IDs as a previous message
Sent within one week of a previous message
What if this new grouping causes strange behaviors (ex. contact form submissions from different customers being merged into one ticket)?
No problem! You can disable this behavior by going to the Gmail integration’s settings page (Settings → Integrations → Email → Specific Gmail integration) and turning off Enable Gmail conversation grouping.
Article recommendation in Chat
Your shopper will now get FAQ article recommendations directly from your chat window.
Gorgias Chat now leverages your help center to automatically recommend FAQ articles to shoppers.
🤖 If you have an active chat and help center in your account, shoppers will receive an article recommendation when they ask a question matching an article in your help center. Shoppers can consult the article directly within the chat window without leaving your store.
⚡️ Shoppers now get instant answers to their questions on chat, and your agent will be able to focus on advanced questions that can’t be answered using your FAQ.
🤓 You can activate the feature under the automation tab of your chat settings (see below):
Auto-assign rule from team creation
You can now directly create a rule assigning tickets to the team you’ve just created
Up until now, if you wanted to set up auto-assignment for your team you needed to access the rules settings, and manually build it.
In order to make this process more straightforward, Gorgias has added a simplified rule creation step in the team creation flows!
Once created, the rule is accessible in the rules settings.
Gorgias Chrome Extension
Gorgias is an awesome free Chrome extension that lets you create custom templates that can be used in any email application, with the ability to customize predefined outgoing messages on behalf of the recipient.
For example, if you want to answer a customer service question, you can create a template that says “Hello [sender’s name], thank you for contacting our technical support” and adds it to the message with a simple shortcut.
Other variables include the sender’s name, email address, and content. It would be nice to see options such as the current day, date and time available on the menu. I hope they are included in the update.
The Chrome Extension of Gorgias can
- Create your own templates
- Create variables
- Search and insert shortcuts
- Share templates with your team
Although Gorgias is already a pure tool for personal use, its paid version for groups is meaningful. By working with a team, you can automatically share these templates with colleagues for uniform messages.
Aim Of Gorgias
In their mission statement, they clearly mentioned that they want to help those independent e-commerce brands so they can provide better customer service to their consumers. It helps them focus the support team on becoming sales associates who can advise their customers and provide better options instead of answering repetitive emails all day long.
It helps you by freeing the time that you waste on replying to those emails and lets you focus on those activities which can generate more money. It replies to basic customer questions automatically instead of you or your team. These things impact your sales rates and that is why they also track the impact of your customer service on your revenue.
All these things can help you increase your sales and your customer satisfaction level will surely increase as well. They also claim that it can increase your productivity by 40% which is really awesome.
It is a very versatile and adaptable platform because it works with over 20 plugins and it has the highest reviews on Shopify and Magento. This platform can help solve problems of other platforms and the list of plugins it is integrated with:
- Facebook Comments
- Facebook Messenger
- Live Chat
and they are adding more and more applications on a regular basis. They are also providing you a mobile application so that you can provide customer service instantly to your customers. It also supports multiple brands.
The Helpdesk Built for Magento Stores
Enhance support for your Magento store and turn it into a profit center
Talk to your visitors in real time through live chat to increase your website conversion rate. You can even trigger live chat campaigns based on the URL to engage in conversation automatically.
Centralize all your customer communication in one place. Connect your social media accounts, support email addresses, and phone numbers, and answer all tickets without leaving your helpdesk.
Social media posts and ads
Never miss an opportunity to sell on social media again. Integrate your Facebook, Messenger, and Instagram accounts to respond to comments from posts and ads in one place.
Create template answers to respond faster to the most common and repetitive questions. Write a message once with custom data variables and save it as a macro to reuse it automatically
Create rules to handle common questions like “Where is my order?” By combining rules and macros, you can automate up to 40% of support tickets with highly-personalized answers.
Intent and sentiment detection
Gorgias uses machine learning to detect customer intents like shipping, refund, exchange, and many others. You can then set up automatic replies or route the tickets with tags.
Support and revenue statistics
Track support agent metrics like ticket volume, response time, and resolution time. Fine-tune your revenue strategies with stats on pre-sale tickets, converted tickets, and total sales.
Connect all your Magento Stores to Gorgias. Centralize all tickets from all your stores in one place to Save time by centralizing all your tickets from all your stores in one place.
Gorgias Review Pricing
They offer two different sets of plans one is having a yearly subscription and another is having a monthly subscription. The only difference is that once you take the yearly subscription then you can’t cancel it before the timing period expires and monthly, and you can cancel the subscription in a month.
In both, you have to pay monthly. The best part about it is that they also have a free version and also you can get a demo any time you want. In the yearly subscription, you will also get a discount of two months meaning you don’t have to pay for two months. These are the plans Gorgias:
- Pay $50/month (billed annually)
- Unlimited Users
- 350 tickets/month
- $25 for each extra 100 tickets
- Pay $250/month (billed annually)
- Unlimited Users
- 2000 tickets/month
- $23 for each extra 100 tickets
- Pay $625/month (billed annually)
- Unlimited Users
- 6000 tickets/month
- $14 for each extra 100 tickets
- It is a custom-made plan and to know the price you need to contact the team of Gorgias
- Unlimited Users
- Custom tickets numbers
- Dedicated automation specialist
The best part about it is that you have to pay for only those tickets that you respond to via Gorgias which means you don’t have to pay for every ticket you receive. In every plan, you will get the same features mentioned above.
Gorgias Customer Reviews & Testimonials
Pros and Cons Of Gorgias Review
FAQs on Gorgias Review
Does Gorgias have a knowledge base?
You are able to increase the strength of HelpDocs by integrating Gorgias with other services. This might be for your internal team or for your knowledge base itself.
Is Gorgias a CRM?
Gorgias is a customer relationship management (CRM) platform designed specifically for e-commerce companies. This platform enables your customer care staff to manage all of your support and customer service in an one location. Gorgias is being used by the most successful Shopify stores to cut down on the amount of time it takes for the initial response to a ticket and to boost the effectiveness of their customer service teams.
What is gorgias helpdesk?
Gorgias is an e-commerce-specific platform for customer service. You can manage all of your customer care channels from one Gorgias dashboard: email/chat/phone/Messenger/Facebook/Instagram/SMS. With back-office data from Shopify, Magento, BigCommerce, ReCharge, and others, you can respond to customers in seconds.
How do I add gorgias to Shopify?
In Gorgias, go to Integrations -> Shopify. Click 'Add Shopify'. Once clicked, you will be redirected to the Shopify App store.
What is Gorgias and what are its top alternatives?
For e-commerce businesses, Gorgias creates a multi-channel helpdesk that is integrated with the back-end. Customers can access all of their support services in one spot, which saves time and money for businesses. It provides a single view of customers for customer service agents by connecting various corporate apps and communication channels. Gorgias is a component of a tech stack that focuses on customer service. Freshdesk, Zendesk, Helpscout, and Reamaze are all viable alternatives to Gorgias.
How many languages can Gorgias detect?
Gorgias can currently detect up to 54 languages in your support tickets.
What is a Gorgias Bot?
When an agent does not use Gorgias to respond to a client, Gorgias Bot is the one who sends the message to the customer.
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Conclusion: Gorgias Review 2023
As an entrepreneur operating a small or medium-sized online store using platforms such as BigCommerce, Magento, or Shopify, I discovered Gorgias to be an ideal support desk solution.
I was most impressed by Gorgias’ extensive selection of compatible apps and overall dependability in terms of features. It offers a robust selection of tools that integrate seamlessly with its platform, guaranteeing a fluid and effective customer service experience.
The ability of Gorgias to optimize customer service has had a substantial impact on my sales, making it one of its most impressive features. With Gorgias by my side, I’ve been able to improve the level of customer support I offer, resulting in increased customer satisfaction and, ultimately, increased sales.
I truly adore the automated specialist, which is an outstanding feature of Gorgias.
It intelligently responds to the most frequently posed queries by my customers, sparing me time and effort. This automation has been a game-changer for my business, allowing me to focus on other crucial aspects while still providing my consumers with prompt and helpful responses.
Notably, if you’re looking for a solution that transcends the limitations of an e-commerce platform, Gorgias may not be the best option for you. In such situations, I would suggest investigating more comprehensive options, such as Freshdesk and Zoho Desk, which are Editors’ Choice winners for small businesses and offer a wider array of features and functionalities.
In conclusion, Gorgias has been a significant asset for my online store.
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