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Gorgias Pricing, Features, Reviews and Alternatives

Gorgias product overview

Price starts from

$

60

/momonth
Per Feature

What is Gorgias?

Gorgias is an all-in-one customer service, customer support, and live chat helpdesk for Shopify, Magento, or BigCommerce stores, which offers tools including email integration, autoresponders, ticket management, customer history tracking, request assignment, and more to aid with customer service. The cloud-based helpdesk solution aids customer service teams in resolving issues by connecting with third party eCommerce platforms, including Shopify, and pulling data on orders, payments, refunds, and more. It also integrates with various support platforms including Facebook, Twitter, Outlook, Live Chat, and more so that customer queries from multiple channels can be aggregated and managed in one place.

Key benefits of using Gorgias

• Edit/refund orders, cancel subscriptions, award loyalty points, and more with one click.

• See support requests from email, live chat, phone, and social media in one place.

• Cut response time with templates, automations, and powerful rules.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

24/7 (Live rep)
Knowledge Base
Chat
FAQs/Forum
Phone Support
Email/Help Desk

Training options

Live Online
Videos
Documentation
In Person
Webinars

Gorgias pricing information

Value for money

4.5

/5

80

Price starts from

$

60

/momonth
Per Feature

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Gorgias features

Functionality

4.5

/5

80
Total Features58 5 categories

Most valued features by users

Reporting/Analytics
API
Chat/Messaging
Third Party Integrations
Customizable Branding
Multi-Channel Communication
Live Chat
Alerts / Escalation

Functionality contenders

Gorgias users reviews

Overall rating

4.7

/5

80

Positive reviews

98%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9.03/10
Rating distribution

5

4

3

2

1

62

16

1

1

0

Pros
The ease of use and the ability to handle support tickets has been fantastic. The company is innovative and takes their customer needs and suggestions seriously.

BN

Brittney N.

Our account manager is super knowledgeable and has the ability to assess our use of the platform and make recommendations on how we can improve the experience.

EE

Erin E.

Overall fantastic, we were recommended Gorgias and the features did not disappoint. Besides the forwarding issue the rest of our discovery and onboarding process was pretty quick & seamless.

AM

Adrienne M.

Cons
I dislike that it's difficult to customize and some of the key functions that would really help how the platform performs are difficult to use or fail to work sometimes.

MC

Melissa C.

The reality is that some of the integrations that have been missing for our company are launching as they have mentioned these updates in the past two Update Webinars.

LD

Liz D.

Setting up workflows can be annoying if you have to use tags, open/close status, etc.

JS

Joe S.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Best help desk, highly customizable, reasonable price

Reviewed a month ago

Although our website is not built on one of the major platforms that Gorgias integrates with we are still able to implement it and centralize all our messages, make it easy for our team to communicate, assign team members and deal with cases based on priority. Also, Gorgias pricing is based on how many tickets you use a month so it adapts to the ever-changing business needs.

Pros

We were looking for a helpdesk tool to make our customer service team more efficient by centralizing all communication channels into one (email, live chat, social media). Gorgias offers it all! Highly customizable dashboard, they even offer a 5 day free trial and if you re not satisfied after the first month, they refund you the money! Their customer service team is very helpful and knowledgeable.

Cons

It would be nice if they offered phone support and more e-commerce integrations.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Very helpful for staying organized and consistent

Reviewed 8 months ago

Before we migrated to this platform, it would take almost 72 hours to respond to customer queries, but with this software, we cut that time down to just around 30 minutes on average within a few days after migration.

Pros

The company's engagement with it's users. There's also a lot of helpful features that will optimize the customer service provided to our clients

Cons

There's a lot of updates and it tends to interrupt the workflow sometimes. On boarding was slower than what we had been told also.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

Share this review:

Gorgias Is Good But Having Severe Issues With Growth

Reviewed 8 months ago

It was good in the beginning but the many problems the young platform has have become blaringly obvious as time has gone on.

Pros

Gorgias has a lot of integrated features that are great for our business such as Shopify integration and a great CSAT system that is easy to use and understand.

Cons

Customer service is, unfortunately, not very good. I have been trying to get a resolution for a request to close out a number of tickets that fit into a certain parameter but nothin has been fixed for over 3 weeks. Every time I reach out, I am thrown to someone else who says they cannot help and now I do not get any responses. Their engineering team is having issues keeping up with the many bugs the system has. Also, updates will occur and shut your entire team down without notice. When I reached out about this, they claimed there was no way to give us forewarning the day of regarding possible updates that would impact our customer service productivity.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Perfect product !

Reviewed 2 months ago

My overall experience is , Gorgias has been extraordinary for our requirements, and their client assistance is a standout amongst other we have across the entirety of the frameworks we use. I like the course their advancement group is going and anticipate the enhancements that are to come.

Pros

I like that is extremely simple to learn and explore contrasted with various stages that are exceptionally befuddling. Indeed, even an amateur help specialist can figure out how to utilize this stage without critical preparing.

Cons

Assuming you need to coordinate ebay or amazon, you need an outsider extra which is itself restricted. Plan for extra expenses. Rules and Macro motor has a few impediments when looking to completely mechanize measures. It very well may be simpler to test rule rationale prior to conveying.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Totally changed our customer service

Reviewed 8 months ago

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.

Gorgias FAQs and common questions

Gorgias has the following pricing plans:
Starting from: $60.00/month
Pricing model: Free, Subscription
Free Trial: Available


Gorgias has the following typical customers:
Large Enterprises, Mid Size Business, Small Business


Gorgias supports the following languages:
English


Gorgias supports the following devices:
Android, iPhone, iPad


Yes, Gorgias has an API available for use.


Gorgias integrates with the following applications:
Shopify Plus, Magento Commerce, Aircall, Smile.io, Zapier, Gmail, Segment, Slack, Facebook, Instagram, BigCommerce, Shopify


Gorgias offers the following support options:
24/7 (Live rep), Knowledge Base, Chat, FAQs/Forum, Phone Support, Email/Help Desk

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