Gorgias Review 2024: Pros & Cons (My Honest Experience After 2 Years)

an dësem Gorgias Bewäertung, I’ll examine one of the greatest e-commerce help desk shop assistance options and outline its many benefits and drawbacks. Is it a good fit for your company?

Wéi mäin E-Commerce Geschäft weider wiisst, hunn ech d'Wichtegkeet gemierkt vun engem Helpdesk deen nahtlos mat mengem Geschäft ka skalaéieren an all Clientssupport Ticketen effizient handhaben.

Et ass entscheedend fir Top-Notch Clientsservice ze bidden an ze garantéieren datt keng Ufroen oder Themen duerch d'Risse falen.

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.

Am-Déift Gorgias Bewäertung: 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 Verkafsstrategie.

Gorgias Review: Features

1. Connect All Your Support Channel

gorgias hëlleft Iech all Är Client Support Channels wéi E-Mail, Facebook Messenger, Live Chat, Instagram, Telefon Chat, etc alles op enger Plaz ze managen. 

2. Set Up Smart Autoresponder

Gorgias has set an autoresponder for customers’ repetitively asked queries.

They will get satisfactory responses from these bots. If not, the queries are forwarded to your employees for a better solution. This will help boost your economy and your employees’ productivity as well.

3. All Help Desk Features

• Dir kënnt Tags op Är Ticketen addéieren oder se an Äre personaliséierte Meenungen sortéieren
• Fir Entréeën Ticketen ze verdeelen, kënnt Dir Ticketen un Är Agenten zouginn
• Vermeit duplizéiert Aarbecht andeems Dir Ticketen verdeelt
• Benotzt intern Notizen an Ernimmungen fir direkt un Ticketen ze kollaboréieren

4. Conversation History and Order Data

Gorgias hält all Gespréicher mam selwechte Client op enger Plaz, onofhängeg vum Kanal.

Op dës Manéier kënnt Dir Är Gespréichsgeschicht einfach duerchsichen an verfollegen.

Gorgias luet relevant Informatioun vu Shopify oder E-Commerce erof fir Iech detailléiert Clientinformatioun an engem klore Panel ze ginn: Bestellungsinformatioun, Trackingnummer a méi.

Füügt Clientskonten an Bestellungen un aner Apps vun Ärem Helpdesk: Remboursement, Bestellungen annuléieren, Adressen änneren.

5. 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.

6. Data-Rich Macros

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.

7. Monitor Your Team’s Performance

It gives you major customer service KPIs to understand customer requests. It helps you measure response 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 preferred BI tool.

8. 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.

9. Auto-assignment limits

Dir kënnt elo d'maximal Unzuel vun Ticketen auswielen en Agent ka vun der automatescher Aufgab zerwéiert ginn fir béid "Chat & Messaging" Ticketen (Chat, Messenger, IG DMs, SMS, ...) an "Aner Text" Ticketen (E-Mail, Kommentaren ... .)

Fir dat ze maachen, gitt einfach op Settings -> Ticket assignment 🤖

10. Gmail  Conversation Grouping

Méi intelligent Ticketgruppéierung fir Gmail Integratiounen!

Gorgias huet just eng nei Feature fir Gmail Integratiounen verëffentlecht, déi sécherstellt datt Gmail Messagen an Tickete gruppéiert ginn mat der Gruppéierungslogik vu Gmail.

Wat heescht dat?

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)?

Kee Problem! Dir kënnt dëst Verhalen auszeschalten andeems Dir op d'Astellungssäit vun der Gmail Integratioun gitt (Astellungen → Integratiounen → E-Mail → Spezifesch Gmail Integratioun) an auszeschalten Gmail Gespréichsgruppéierung aktivéieren.

11. Article recommendation in Chat

Äre Shopper kritt elo FAQ Artikel Empfehlungen direkt vun Ärer Chatfenster.

Gorgias Chat benotzt elo Ären Hëllefszentrum fir automatesch FAQ Artikelen un Shoppers ze recommandéieren.

🤖 Wann Dir en aktiven Chat- an Hëllefszenter an Ärem Kont hutt, kréien Shoppers en Artikelempfehlung wann se eng Fro stellen, déi en Artikel an Ärem Hëllefszentrum passt. Shoppers kënnen den Artikel direkt an der Chatfenster konsultéieren ouni Äre Geschäft ze verloossen.

⚡️ Shoppers kréien elo direkt Äntwerten op hir Froen am Chat, an Ären Agent wäert fäeg sinn op fortgeschratt Froen ze fokusséieren déi net mat Ärer FAQ beäntwert kënne ginn.

🤓 Dir kënnt d'Feature ënner der Automatiséierungstab vun Ären Chat-Astellungen aktivéieren (kuckt hei ënnen):

12. 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.

Fir dëse Prozess méi einfach ze maachen, huet Gorgias e vereinfachte Regelkreatiounsschrëtt an den Teamkreatiounsfloss bäigefüügt!

Eemol erstallt, ass d'Regel zougänglech an de Regelen Astellungen.

Wien soll iwwerleeën Gorgias ze benotzen?

People who are using e-Commerce Websäite 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 has the same type of questions. It can waste a lot of your time and that of 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.

Gorgias Chrome Extension

gorgias ass eng fantastesch gratis Chrome Extensioun déi Iech erlaabt personaliséiert Templates ze kreéieren déi an all E-Mail Applikatioun benotzt kënne ginn, mat der Fäegkeet fir virdefinéiert erausginn Messagen am Numm vum Empfänger ze personaliséieren.

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 add it to the message with a simple shortcut.

Other variables include the sender’s name, email address, and content. I hope the update includes options such as the current day, date, and time on the menu.

The Chrome Extension of Gorgias can:

• Erstellt Är eege Templates
• Verännerlechen erstellen
• Sichen an Ofkiirzungen setzen
• Deelt Schabloune mat Ärem Team

Och wann Gorgias schonn e pure Tool fir perséinlech Benotzung ass, ass seng bezuelte Versioun fir Gruppen sënnvoll. Andeems Dir mat engem Team schafft, kënnt Dir dës Schabloune automatesch mat Kollegen deelen fir eenheetlech Messagen.

Zil vun Gorgias

In their mission statement, they clearly mentioned that they want to help 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 that 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 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.

Gorgias Integratioun

Et ass eng ganz villsäiteg an adaptéierbar Plattform well se mat iwwer 20 funktionnéiert 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 et ass integréiert mat:

• Shopify
• Magento
• Instagram
• Gmail
• Facebook Comments
• Facebook Messenger
• Live Chat
• WooCommerce
• D'Visiteuren haten et
• Twitter
• MailChimp
• klaviyo

a si ginn ëmmer méi Uwendungen op enger regulärer Basis. Si bidden Iech och eng mobil Applikatioun fir datt Dir Clientsservice direkt un Är Clienten ubitt. Et ënnerstëtzt och verschidde Marken.

Den Helpdesk Gebaut fir Magento Stores

Verbessert d'Ënnerstëtzung fir Äre Magento Geschäft a mécht en an e Profitzentrum

Live Chat

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.

Ticketen System

Zentraliséiert all Är Clientskommunikatioun op enger Plaz. Connect Är sozial Medien Konten, Ënnerstëtzung E-Mail Adressen, an Telefonsnummer, an Äntwert all Ticketen ouni Är Helpdesk ze verloossen.

Social Media Posts and Ads

Never miss an opportunity to sell on sozial Medien again. Integrate your Facebook, Messenger, and Instagram accounts to respond to comments from posts and ads in one place.

macros

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.

autoresponder

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 benotzt Maschinnléiere fir Clientintentioune wéi Versand, Remboursement, Austausch a vill anerer z'entdecken. Dir kënnt dann automatesch Äntwerten opstellen oder d'Tickete mat Tags routen.

Support and Revenue Statistics

Track Support Agent Metriken wéi Ticketvolumen, Äntwertzäit an Opléisungszäit. Finjustéiert Är Akommesstrategien mat Statistiken iwwer Pre-Sale Ticketen, ëmgerechent Ticketen, a Gesamtverkaf.

Multi-store Connection

Connect all your Magento Stores to Gorgias. Centralize all tickets from all your stores in one place to save time.

Gorgias Client Bewäertungen & Zeienaussoen

FAQs

Quick Links:

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Conclusioun: Gorgias Review 2024

Als Entrepreneur, deen e klengen oder mëttelgrousse Online Store bedreift mat Plattformen wéi BigCommerce, Magento oder Shopify, hunn ech Gorgias entdeckt als eng ideal Supportdesk Léisung.

Ech war am meeschte beandrockt vum Gorgias 'extensiv Auswiel u kompatiblen Apps an allgemeng Zouverlässegkeet wat d'Features ugeet. Et bitt eng robust Auswiel u Tools déi nahtlos mat senger Plattform integréieren, a garantéiert eng fléissend an effektiv Clientsserviceerfarung.

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.

Ech adore wierklech den automatiséierte Spezialist, wat eng aussergewéinlech Feature vu Gorgias ass.

Et reagéiert intelligent op déi meescht gestallt Ufroe vu menge Clienten, spuert mech Zäit an Effort. Dës Automatisatioun war e Spillwechsel fir mäi Geschäft, wat et erlaabt mech op aner entscheedend Aspekter ze fokusséieren, wärend menge Konsumenten prompt an hëllefräich Äntwerten ubidden.

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 an Zoho Desk, déi Editors 'Choice Gewënner fir kleng Geschäfter sinn an eng méi breet Palette vu Featuren a Funktionalitéiten ubidden.

Als Conclusioun, Gorgias war e bedeitende Verméigen fir mäi Online Store.

Deelt Är Gedanken iwwer Gorgias senger Iwwerpréiwung an de Kommentaren hei drënner a loosst eis wëssen wat Dir iwwer Gorgias denkt.