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- Offers a free trial
- 100+ integrations
- Automation capabilities
- Centralized customer support
- No mobile app
- Limited customization options
Gorgias, a leading help desk platform, aims to transform your customer service experience. Are you curious about its features and pricing?
Wondering if it’s the right fit for your business? Our comprehensive Gorgias review serves as a guide to answer all your questions.
Let’s take a look at what it has to offer.
SMB Guide’s Verdict for Gorgias
Gorgias comes in at 8.7 out of 10 for its flexibility, scalability, and ease of use. While it would be nice to see automation included without additional fees, at least on the higher tier plans, it is a great tool for ecommerce business owners.
At SMB Guide, we use a comprehensive set of evaluation criteria to ensure our reviews are detailed, unbiased, and deliver value to our readers.
Pricing & Plans
Starter
The base plan is only available for monthly billing. It only offers self-onboarding and email support.
Price
- $10/month
Features
- 50 tickets per month – additional tickets $0.40 a ticket
- 3 user seats
- Shopify / Shopify Plus
- WooCommerce
- Unlimited Multi-stores
- Live chat
- TikTok
- Limited integrations
- Klaviyo
- Yotpo
- Recharge
- Postscript
- Macros
- Rules
- Intent and sentiment detection
- Chat campaigns
- Rule templates
- Autoresponders and flows with Gorgias Automate ($30/month)
- Quick responses and order management with Gorgias Automate
- Article Recommendations with Gorgias Automate
- Help Center / FAQ
- Satisfaction survey
- Support performance
- Live statistics
- SSO
Who it’s for: Startups who are getting started on a budget
Basic
This plan offers additional users, features, in-product self-onboarding, and email and live chat support.
Price
- $60 per month
- $50 per month with annual billing
Features
- 300 tickets per month – additional tickets $0.40 a ticket ($40 /100 tickets)
- 500 user seats
- Shopify / Shopify Plus
- BigCommerce
- WooCommerce
- Unlimited Multi-stores
- Live chat
- TikTok
- Voice with addon ($20/month)
- SMS with addon ($20/month)
- Up to 150 integrations
- Klaviyo
- Yotpo
- Recharge
- Postscript
- Macros
- Rules
- Intent and sentiment detection
- Chat campaigns
- Rule templates
- Autoresponders and flows with Gorgias Automate
- Quick responses and order management with Gorgias Automate
- Article Recommendations with Gorgias Automate
- Help Center / FAQ
- Satisfaction survey
- Support performance
- Live statistics
- Self-service and automation statistics with Gorgias Automate
- SSO
- Team Management
- User Permissions
Who it’s for: Small businesses who need more than the Starter plan offers
Pro
This plan offers additional tickets, lite onboarding, email and live chat support.
Price
- $360 per month
- $300 per month with annual billing
Features
- 2000 tickets per month – additional tickets $36/100 tickets
- 500 user seats
- Shopify / Shopify Plus
- BigCommerce
- WooCommerce
- Magento
- Unlimited Multi-stores
- Live chat
- TikTok
- Voice with addon
- SMS with addon
- Up to 150 integrations
- Klaviyo
- Yotpo
- Recharge
- Postscript
- Macros
- Rules
- Intent and sentiment detection
- Chat campaigns
- Rule templates
- Autoresponders and flows with Gorgias Automate
- Quick responses and order management with Gorgias Automate
- Article Recommendations with Gorgias Automate
- Help Center / FAQ
- Satisfaction survey
- Support performance
- Live statistics
- Self-service and automation statistics with Gorgias Automate
- Revenue statistics
- SSO
- Team Management
- User Permissions
Who it’s for: Growing businesses
Advanced
This plan offers additional monthly tickets, with full onboarding, a dedicated success manager, and email and live chat support.
Price
- $900 per month
- $750 per month with annual billing
Features
- Everything in Pro, with 5,000 tickets a month – additional tickets for $36/100 tickets
Who it’s for: Growing businesses who need support without a customized plan.
Enterprise
A custom plan for larger businesses. This includes full onboarding, email and live chat support, a dedicated success manager, support office hours, and custom services.
Price
- Custom pricing
Features
- Everything in Pro with custom ticket volume and custom pricing for overflow tickets
Who it’s for: Larger businesses who need more than the Advanced plan offers.
Helpdesk designed for eCommerce stores. Provide multichannel customer service from a single app.
Real-Time Messaging & Canned Responses
I wasn’t able to find anything on canned responses, or to live test the real-time messaging. It’s clear that you can target users based on the page, and engage them in conversation first, rather than waiting for them to reach out to you.
That’s a plus when it comes to sales.
Live Chat AI & NLP
Automation is a key feature of Gorgias, but you must pay extra every month to use it. AI is more for ticket management and offering automatic solutions – generating discount codes, sending tracking info, process returns, etc. than it is for anything else.
The live chat takes a bit to set up, but seems to do a good job at recognizing user intent, which guides higher-quality responses in the chatbot.
Customizable Chat Widgets
It’s incredibly easy to set up and customize your chat widget. Settings > Add Chat. Enter your chat title, choose your language, choose whether you want to connect it to your ecommerce store or any other website, and connect the store if you opt for an ecommerce store.
Then, choose whether or not you want to allow live chat messages or contact form-only messages. Once set up, you can customize the colors, and choose whether you want an icon or an icon and label launcher.
Once customized, you can follow the installation instructions. You’ll have to manually install (copying and pasting code) unless you use Shopify, where a one-click installation is offered.
Visitor Tracking and Analytics
Though you can’t see the analytics from my account because there’s no data to work with, the above screenshot at least gives you an idea of the kind of data you can expect to be able to track.
Higher-tier plans offer additional data insights, such as revenue.
User Interface and User Experience
Integrations and Compatibility
Gorgias is a cloud-based platform, which means it can be accessed from anywhere there’s an internet connection. Android and iOS apps are available so you can manage customer service on the go.
Gorgias has 94 apps you can integrate with, but the number of live, active integrations varies between plans. Depending on which ecommerce platform you use, you may need to upgrade your platform to ensure compatibility.
Magento and BigCommerce are only available on certain plans.
Customer Support
Customer support is limited to email only on the base plans. If you want access to live chat support, you’ll need to upgrade to one of the higher-tier plans.
Gorigas also has Gorgias Academy, which helps users learn how to use the software. There’s a fairly extensive knowledge base and FAQ database to help you get answers to the most common questions.
Gorgias — Unique Features
The most unique feature Gorgias offers is the ability to connect your ecommerce store. While many help desk and chat platforms exist, Gorgias has cornered the market on the ecommerce niche.
What the Experts Say About Gorgias
- G2 rating: 4.6/5 (500+ ratings)
- Capterra rating: 4.7/5 (100+ ratings)
- Shopify App store rating: 4.4/5 (600+ ratings)
Gorgias facilitates the automation of routine customer service requests and simplifies the management of more complex cases. With Gorgias, you can monitor critical metrics and assess past performance to enhance future results and the client experience.
Saskia M., Senior Director Sales Marketing – Verified Capterra review
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.
Eszter D., Marketing manager – Verified Capterra review
Gorgias Alternatives
Not sure Gorgias is the best option for your company? Look at these other options.
4.5
|
4.0
|
4.3
|
Free - $95/user/mo
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$25/user/mo - $50/user/mo
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$25/user/mo - $149/user/mo
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Freshdesk
Freshdesk is known for its comprehensive feature set. It includes a robust ticketing system, omnichannel support (email, phone, social media, live chat), automation capabilities, collaboration tools, and more.
It is known for its user-friendly interface. It offers more integrations than Gorgias, and is geared toward a wider range of industries, but both tools are scalable as your business grows.
Freshdesk offers a free plan for up to 10 agents, with paid plans starting at $15/agent/month when billed annually. It’s an ideal choice for teams looking to streamline their customer service approach across multiple channels.
Start your free trial of Freshdesk
Help Scout
Help Scout, like the other alternatives listed here, isn’t industry or business-specific. It’s designed to help any business looking to offer a more human and personalized approach to customer service.
It offers features like shared inboxes and knowledge base management to help teams collaborate better. Help Scout charges on a per-user basis, starting at $20/user with annual billing for up to 25 users.
Start your free trial of Help Scout today
Zendesk
Zendesk is a more established customer service software with a larger user base, making it a trusted choice for many businesses.
Gorgias is tailored specifically for the ecommerce industry, whereas Zendesk caters to all businesses across all industries. Zendesk offers more customization, integrations, and analytics than Gorgias.
Pricing wise, Zendesk charges per seat, but considering all but one plan allows for up to 500 agents on Gorgias, it may not make sense to base your decision solely on this.
Zendesk pricing starts at $55/agent/month with annual billing.
Getting Started with Gorgias
Gorgias is a powerful and highly customizable helpdesk solution specifically tailored to ecommerce businesses. Its emphasis on automation and integration with popular ecommerce platforms can greatly streamline your customer service processes.
However, other options, such as Freshdesk, Zendesk, and HelpScout, may be worth considering depending on your unique business needs and budget.
Remember, the best helpdesk software is the one that fits your business model perfectly.
Sign up for Gorgias for free today!
Other options: Best Gorgias Alternatives
FAQs
Is Gorgias legit?
Yes, Gorgias is a legitimate company that provides a customer service platform for ecommerce businesses. It’s highly rated by users across various review platforms.
What are the benefits of Gorgias?
Gorgias offers several benefits to its users, especially for those in ecommerce. Top advantages include customer service enhancement, automation, centralized support tickets, efficiency tools, one-click actions, and more.
What is the difference between Gorgias and Zendesk?
Gorgias is more focused on serving ecommerce businesses, offering features specifically tailored to this industry. Zendesk, on the other hand, is designed for businesses of all sizes across various industries.
Zendesk supports more integrations and is known
Related reading:
Helpdesk designed for eCommerce stores. Provide multichannel customer service from a single app.
Gorgias
Helping independent ecommerce brands provide an outstanding customer service experience.
Product Brand: Gorgias
4.4