Gorgias is an all-in-one customer service and live chat helpdesk for Shopify, Magento, and other BigCommerce stores. It offers tools like autoresponders, email integration, ticket management, request assignment, customer history tracking, and more.
This is a cloud-based solution and helps the customer service teams solve their issues by connecting them with third-party eCommerce platforms. Plus, you can pull data on orders, do payments, refunds, and other things. You can integrate the software with platforms like Facebook, Twitter, Outlook, Live Chat, etc., so that all the customer queries can be managed at one location.
- Alerts / Escalation
- Automated Routing
- Batch Communications
- Call Center Management
- Canned Responses
- Case Management
- Complaint Management
- Customer Complaint Tracking
- Customizable Branding
- Email Distribution
- Email Management
- Feedback Management
- Interaction Tracking
- Issue Tracking
- Deployment: Cloud Based, Web Based, SaaS Based, iPhone / iPad, Android
- In Person
- Live Online
- Live Support
Company Name: Gorgias
Headquarter: United States
Overall: I love working with the team at Gorgias and their product! The number of developments I have seen since moving to them 7+ months ago is crazy!
Pros: I love how easy it is to treat our customer service team on this tool – the macro’s make it easy to keep brand tone. It was helpful when we have a couple of other people within the company jumping in to help out with the customer service team to keep ontop of things as they can be allocated out. The onboarding and support provided by all the team were incredible!
Cons: It can be a little clunky at points, I see a lot of issues online about downtime – although I think as we are in the UK we don’t really see this with timezones. It would be good to have a few more ‘zendesk’ features on there like priority rankings just as when things get escalated to a manager it can be lost in a pool of issues.
Overall: Gorgias customer support is great. We have the best client success manager [SENSITIVE CONTENT HIDDEN] who helps us set up all of our folders and filters. Gorgias has a lot of capabilities to help streamline things so we really like it.
Pros: So far we really like using Gorgias. We just switched from Zendesk and Gorgias has more features- you get a better bang for your buck.
Cons: It’s pretty tricky to set up all of the rules and filters. I’m still getting used to it and still get confused. Luckily we have a great client success manager there who takes care of setting up a lot this stuff for us.
What do you like best?
Their ability to continually innovate, with their customers driving the roadmap, in an effort to provide the most seamless customer experience platform possible. If you are a Shopify customer, this is the platform for you.
What do you dislike?
Some of the integrations with 3rd party tools are still in the early stage –> Excited to see where we go from here.
What do you like best?
We use Gorgias for all of our customer support inquiries.
We find the UI very simple/straightforward and really like being able to integrate all of our different apps (Shopify, SMS, ERP, email, Facebook, livechat).
We rely heavily on Rules, Ticket Assignment, Internal Notes and Macros. They are all really powerful features that has helped simplify our CS operations.
What do you dislike?
We are looking forward to new features like native phone. There are many areas for improvement but Gorgias tracks them/is transparent about them through their public roadmap.
It made our customer support efficient and fast.
I like that is very easy to learn and navigate compared to different platforms that are very confusing. Even a newbie support agent can learn to use this platform without crucial training.
Probably the features where we cannot manage the instagram messages and the “knowledge base” feature where we can setup for our customers.
Initial setup calls where a bit tedious because technical information was a bit lacking and Gorgias customer support isn’t just a phone call away.
I would have to say cost. While the customer service team enjoys this product and its integrations with our e-commerce platform – cost compared to competition is by far the most important aspect.
I do not use the product daily or in the same way our customer service team does… That being said the interface and menu system is cluttery. Also, I would have liked to see built in spam controls that rely on something besides a direct gmail integration. The term ‘gmail integration’ is simply a way to use gmail as the email service provider and not Gorgias itself. Only then can you have trainable spam controls and one location for your spam. It simply duplicates whats already being marked as spam by google. Other platforms have spam controls independent from google.