Item: Gorgias
Rating: 9
Author: Verified User

Overall Satisfaction with Gorgias

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 and Cons

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

It's pretty straightforward, but it does take a little getting used to for many people. I would almost recommend having an "expert" have someone sitting nearby to coach the user for their first experiences with the software, as well as setting options to be limited. As otherwise, there can be moments that are just too much at once for some users.

Alternatives Considered

Freshdesk and Freshchat

We chose Gorgias as it was a new and upcoming piece of software that had a lot of features that Freshdesk still had "WIP" for who knows how long. Everything Freshdesk did, it was doing better at that time, along with newer and better automations. And at least early on, it was cheaper as well, but this is now no longer directly true.

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?

Yes

Did implementation of Gorgias go as expected?

Yes

Would you buy Gorgias again?

Yes

Other Software Used

Klaviyo

Likelihood to Recommend

If you are using Shopify, and you've grown to needing a help desk, I'd recommend Gorgias be the next step, as something like Zendesk might be just a bit too much for most early ecommerce businesses. But if you are in an extremely niche position, Gorgias might be worth a trial, but if you are handling tickets that cannot be automated, then automation based help desks might be a waste currently for your business.

Gorgias Feature Ratings

Comments

Please log in to join the conversation

Gorgias in more than one way.