Gorgias

Score8.4 out of 10

31 Reviews and Ratings

What is Gorgias?

Gorgias is a Conversational AI platform for ecommerce used to drive sales and resolves support inquiries. Built for Shopify but featuring integrations for WooCommerce, BigCommerce, Magento, and PrestaShop.

Categories & Use Cases

IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.2
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9

Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.3
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.6
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.8

Chin Jian Hsiung

Marketing in Marketing at Wing Heong (11-50 employees employees)

Use Cases and Deployment Scope

Gorgias helped us to handled customer complaints, incoming email inquiries with a timely manner especially our support team is out of coverage. It's kept up our first response time in a good way and helps us to secure our branding during critical scenarios that we unaware on time. Most importantly it can managed multiple Shopify Store at one screen.

Pros

Gorgias AI, it able to replied to tickets with the brand of voice and the approached that aligned with our brand voice.
Integrations that can be connected to multiple shopify stores, including messaging channels.
Auto tagging on ticketing better categorizing when search.

Cons

Improving on advance setting categorizing appearance
Support better WhatsApp Messaging on how to interact with customers.
Lack of emphasizing more on the Convert Feature within the platform.

Return on Investment

Within our industry, we are proud to say we are good at customer service with the help of Gorgias.
The ROI was great with the usage of Gorgias and how's they implemented the Convert feature.
Their billing option will kind of ala cart feature to fits every different business need.

Usability

Alternatives Considered

Tidio, Trustpilot and Loox

Other Software Used

Shopify Plus, Loox, Smile.io

Verified User

Employee in Customer Service (51-200 employees employees)

Use Cases and Deployment Scope

We use Gorgias as a platform to answer all incoming and outbound emails for our customers. We receive emails from our customers, we have macros to use, and we can also personalize our responses. We can also create a ticket and send an outbound email to our customers, which is very convenient.

Pros

Receive emails from customers.
Create a ticket based on a specific concern.
Send our responses to our customers.

Cons

Maybe in sending our response, it would be nice if the undo button was longer than 5 seconds.
Alt + enter should be disabled as we could accidentally press this, and the emails are automatically sent.

Return on Investment

One-stop shop.

Usability

Other Software Used

Shopify, Recharge

Verified User

Employee in Customer Service (11-50 employees employees)

Use Cases and Deployment Scope

We use Gorgias as our help desk solution for our direct to consumer side of the business, and growing to also use it with our wholesale division for mom & pop style businesses. It integrates well with Shopify, and we've used this to speed up response time and make it so that our support team does not have to "leave" the help desk in order to address many problems, boosting productivity dramatically!

Pros

It syncs data from Shopify quickly and easily, while displaying it neatly on the side of the ticket when needed.
A lot of customization for tags and ticket fields for labeling tickets.
The ability to create rules and flows to streamline the triage process.

Cons

Rules are powerful, but clunky, showing them to others can put them off as it looks "easy to break" because of their messy nature.
Pricing seems to be increasing due to the inclusion of more advanced AI that currently does not provide value.
Macros could really use contextual support, or a hotkey system to make it easier to pick highly used ones that aren't in the top 3.

Return on Investment

Drastically reduced our response time from 2 business days, to 2 hours on average.
Made it easier to sync data for damaged item, allowing us to better understand damages.
Allowed us to easily see that statistics of what kind of issues we are seeing from our customers.

Usability

Alternatives Considered

Freshdesk and Freshchat

Other Software Used

Klaviyo

Verified User

Former Employee in Customer Service (11-50 employees employees)

Use Cases and Deployment Scope

The company I worked for was an e-commerce brand that set up websites for large companies such as magazines, influencers, athletes, etc. We would use Gorgias for all of the email integrations we had over 40 stores and email addresses that Gorgias was able to handle capably. The ticket volume we experienced was over one thousand on a given day.

Pros

Tagging- the tagging system was a great way to stay organized.
Rules- when you have 49 inboxes implementing rules on when to fire a macro or auto tag is necessary and Gorgias’ UI was easy to understand and execute.
Integrations- I had to integrate with dozens of inboxes many times using aliases and most of the time Gorgias was able to help.

Cons

With that said, sometimes integrations would not work and we would have to create a Gmail alias.
Their response time was not that quick to errors.
They did not integrate with platforms such as whiplash or ship station which would have been very useful.

Most Important Features

Tagging
Shopify integration
3pl integration
Emailing

Return on Investment

Scales for 25 inboxes to 40
Handled over 1000 tickets a day quickly with Shopify information easily available.
Quantified reports for our business partners based on tagging features.

Alternatives Considered

Zendesk Support Suite, Intercom and Shopify

Other Software Used

LogRocket, Intercom, Shopify

Gorgias

What is Gorgias?

Categories & Use Cases

Key Features

Top Performing Features

IVR

Organize and prioritize service tickets

Subscription-based notifications

Areas for Improvement

Internal knowledge base

Expert directory

ITSM collaboration and documentation

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

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