Item: Gorgias
Rating: 10
Author: Verified User

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 and Cons

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.

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

We selected Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now

Key Insights

Do you think Gorgias delivers good value for the price?

Yes

Are you happy with Gorgias's feature set?

Yes

Did Gorgias live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gorgias go as expected?

Yes

Would you buy Gorgias again?

Yes

Other Software Used

LogRocket, Intercom, Shopify

Likelihood to Recommend

It has the best Shopify integration we had over 40 Shopify stores and having all of that information on a user's email was extremely helpful. The integrations for 3pls could’ve been better and the reporting left something to be desired. Having a feature like most common topics based on what the users write about rather than what we had to manually tag would be very beneficial.

Great for e-commerce!

Overall Satisfaction with Gorgias