Gorgias

What is Gorgias?

Gorgias is a helpdesk platform designed for ecommerce brands to centralize support across email, chat, SMS, voice, and social channels. It surfaces Shopify, Magento, and BigCommerce data directly in support tickets, enabling agents to view and act on orders—such as issuing refunds or updating shipments—without leaving the helpdesk.

Pros and Cons

Pros

• Deep ecommerce integrations that pull order and customer data into tickets for one-click actions.
• AI Agent automates up to 60% of common inquiries with brand-voice responses.
• Centralized multi-channel inbox reduces tab-switching and improves response times.
• Advanced macros and rules automate repetitive tasks and workflow routing.
• Metrics like first response time and ticket resolution time drive operational improvements.

Cons

• Ticket-volume pricing and per-ticket voice/SMS charges can be unpredictable for growing stores.
• Core chat and support features begin at the Starter plan, while advanced AI and multi-brand support require Pro or Advanced tiers.
• Learning curve for setting up complex macros, rules, and custom widgets.
• Some channels (e.g., SMS over Twilio) incur additional usage fees and setup complexity.

Who It's For

• Small to Mid-Size Ecommerce Stores: Seeking unified support within Shopify, Magento, or BigCommerce.
• High-Volume Customer Service Teams: Needing automation to deflect routine tickets and focus on complex inquiries.
• Growth-Stage Brands: Requiring deep order management actions directly in the helpdesk.
• Multi-Brand Retailers: Managing support across multiple storefronts with brand-specific rules and views.

Unified Ticketing

All customer inquiries—emails, chats, social media comments, SMS messages, and voice calls—are converted into tickets in a single inbox. Collision detection prevents duplicate replies and private notes enable internal collaboration without exposing sensitive information to customers.

Live Chat & AI Chatbots

Gorgias Chat powers real-time messaging and AI-driven bots that handle FAQs like “Where’s my order?” Bots escalate to live agents for complex issues, ensuring seamless handoffs and 24/7 support coverage.

AI-Powered Responses

Gorgias AI Agent (launched July 2024) uses natural language processing to craft responses in your brand voice. It resolves common support questions instantly and continually learns from agent feedback to improve accuracy.

Order Management Actions

Custom widgets in the ticket sidebar allow agents to update Shopify, Magento, and BigCommerce orders—modifying quantities, applying discounts, issuing refunds, or adding tags—without leaving the helpdesk.

Macros & Automated Workflows

Create templated responses with dynamic ecommerce variables and automate ticket routing, tagging, and field updates using no-code rules. Automations can escalate overdue tickets, assign based on skills, and trigger follow-up tasks.

Multi-Channel Inbox

Route and prioritize tickets from email, SMS, Facebook, Instagram, live chat, and voice. Tags and views separate channels or brands, while unified search ensures agents access full conversation histories in seconds.

Customer Data Sidebar

Drag-and-drop widgets display key customer info—order history, subscription status, loyalty points, and CRM data—directly in the ticket pane. Agents gain full context to personalize interactions and upsell effectively.

Reporting & Analytics

Built-in dashboards track metrics like first response time, resolution time, and customer satisfaction. Revenue attribution reports link support interactions to sales, helping justify team size and automation investments.

Pricing

Gorgias uses ticket-based tiers billed monthly (annual commits get discount):

• Starter: $10/mo for 50 tickets, 3 users, email & Shopify integration.
• Basic: $60/mo for 300 tickets, advanced Shopify/Magento actions, chat.
• Pro: $360/mo for 2,000 tickets, multi-channel, macros, rules, self-service.
• Advanced: $900/mo for 5,000 tickets, multi-brand support, custom widgets.
• Enterprise: Custom volume, unlimited seats, dedicated support, SSO.

Voice: $2.40/ticket; SMS: $1.60/ticket via pay-as-you-go. Overage tickets billed per 100 at plan-specific rates.

Verdict

Gorgias excels at streamlining ecommerce support through deep platform integrations, powerful automation, and AI-driven bots. Its order management capabilities and ticket-volume pricing model suit growing online stores, though costs can escalate with high ticket volumes. For brands prioritizing rapid, personalized support and operational efficiency, Gorgias offers an industry-leading solution tailored to ecommerce workflows.