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Gorgias App Review 2024: Is This Ecommerce Helpdesk Tool Really Helpful?

Published on Nov 08, 2023

Julien Mamalian

CEO, Bloggle

Gorgias - Unify all support conversations (and related orders) to boost growth via satisfied customers.

What is Gorgias Shopify?

Core Value Proposition

Gorgias, the Shopify app acts as a hub for all things customer service. It’s essentially a platform where you can bring together all your customer interactions, whether they're coming from emails, chat, social media, or even phone calls, into one tidy place. The focus here is to make your customer support operations as streamlined as possible for your Shopify store.

What Primary Purpose It Serves

At its heart, Gorgias Shopify is all about making your life easier by tidying up your customer service interactions. It’s perfect for ecommerce businesses that are looking to keep their customer service quick, responsive, and all in one place. The platform offers a range of tools and integrations that can help you keep a close eye on how your team is doing and make sure your customers are getting the help they need.

So, if you’re feeling swamped with customer queries and are looking for a way to streamline your customer service process, Gorgias Shopify could be just what you need. It’s about getting everything organized so you can focus on what really matters—keeping your customers happy and your business running smoothly.

Who's it for? Who is it NOT for?

Target Audience

If you're running an ecommerce store and juggling customer queries from a myriad of channels—think email, social media, SMS, and more—Gorgias Shopify is your go-to tool. It's not just about providing a helpdesk; it's about streamlining all your customer service operations into a single dashboard. You'll especially love it if you're tired of hopping between apps and platforms to manage customer interactions. This is heaven-sent for medium to large-scale businesses that deal with a high volume of customer interactions daily.

Who is it NOT for?

Hold your horses if you're a newbie in the ecommerce world or running a small shop with limited customer interactions. The tool's robust features and pricing model may not align with your current needs or budget. Also, if you're not tech-savvy and the thought of messing with webhooks and HTTP terrifies you, this might not be your cup of tea. Some users have reported that certain integrations can be a tad difficult to set up without some coding knowledge. So, if you're looking for something plug-and-play, this might not be the best fit.

Features

  • Everything in one place: Centralize all your customer support conversations be it over email, chat, voice, SMS, WhatsApp, social, and more into one unified feed
  • Agentless Resolution: Instantly answer any shopper questions with an intuitive self-service menu. No manual intervention needed

  • Analytics: Monitor team activity and support metrics on live dashboards. Show relevant info from 65+ ecommerce apps, recommend store products, and manage the order lifecycle end-to-end, without leaving the comfort of your helpdesk

  • Advanced Integrations: Connect 100+ apps (like Recharge, Loyaltylion, Omnisend, Klaviyo, Yotpo, Endear (CRM), Facebook, Messenger, Instagram and more) to supercharge your team with AI and automation, share Shopify customer data between tools, and make updates in other apps — all from within Gorgias. 

Pricing

Gorgias offers you a 7-day free trial with full access to premium features. Its pricing plans are reasonable and affordable than Zendesk Chat, Tidio Chat, and other live chat software. 

Gorgias offers a 4-tiered pricing: 

  1. STARTER plan ($10/month. $0.40 per each additional ticket)
  • 3 customer support agents
  • 50 tickets per month included
  • Live chat

  1. BASIC ($60/month. $40 per each additional 100 tickets)
  • Unlimited customer support agents
  • 300 tickets per month included
  • Live chat
  • Customer service
  • Automation add-on available

  1. PRO ($360/month. $36 per each additional 100 tickets)
  • Unlimited customer support agents
  • 2000 tickets included
  • Live chat
  • Customer service
  • Automation add-on available

  1. ADVANCED ($900/month. $36 per each additional 100 tickets)
  • Unlimited customer support agents
  • 5000 tickets included
  • Live chat
  • Customer service
  • Automation add-on available

Switching to an annual plan saves you 17%. They also have an Enterprise plan for custom tickets volume if you need even more (Contact Sales)

Rating

4.4 / 5 (Overall rating)

What do real users have to say about it?

Pros & Cons

PROS

Know everything about the customer use-case before answering, with order and conversation history

Efficient tagging system to organize support tickets in various categories

Easy to use and comprehensive solution to manage all customer relationships across every touchpoint

Ability to search macros and snooze tickets is a productivity booster

CONS

Some integrations do not work, so customers need to create a Gmail alias

Some customers faced sync issues between their Gmail and Gorgias

Very difficult to get on a support call with the team to troubleshoot complex issues

Integrations can be difficult to set up with knowledge of webhooks, HTTP, and coding required

Our Review

We've spent a good chunk of time testing Gorgias Shopify from top to bottom to offer you this comprehensive review. We've dissected its features, performance, and overall utility to give you the good, the bad, and the could-be-better. Here we go.

User Interface and Usability

When we first logged into Gorgias Shopify, the dashboard felt like a breath of fresh air. Everything is designed to be where you'd intuitively expect it to be. It seems the folks at Gorgias Shopify really understand the value of a user-friendly interface. But here's the kicker—we found that the platform does have a learning curve if you're new to managing multiple customer service channels in one place. It's not a deal-breaker, but worth noting.

Features and Functionalities

Gorgias Shopify is loaded with features, and we took our time to explore each one. The "Agentless Resolution" feature stood out for us. It automates responses to common queries, freeing up our time to tackle the more complex issues. We also delved into the analytics, which offer deep insights into team performance and customer interactions. However, setting up some of the advanced integrations felt like a maze if you aren't comfortable with a bit of coding.

Performance Metrics

We tested Gorgias Shopify under different scenarios, including high-traffic conditions. The app held its own, performing consistently well. But, we did encounter some hiccups with Gmail syncing, which took a bit longer to resolve than we would have liked.

Customer Experience

Now, this was a mixed bag. For an app designed to improve customer service, Gorgias Shopify's own support team was, well, a bit lacking as a customer service platform. It was notably difficult to get someone on the line for complex issues with their ticketing systems, which felt ironic given the app's primary function. Gorgias is the first customer support app to receive Shopify Plus Certification.

Pricing Analysis

We looked at all the pricing tiers. The PRO plan seemed to offer the best bang for our buck, considering the number of tickets and the features available. However, for smaller businesses or startups, the pricing could be a barrier to entry, given the additional costs for extra tickets.

Integration Capabilities

The app's compatibility with a range of third-party tools is a strong point. But here's the caveat: Some integrations require a deeper understanding of webhooks and coding, which could be a stumbling block for some users. An ‘Add Shopify’ button is sufficient for a Shopify integration.

Final Thoughts

We've spent a good amount of time testing Gorgias Shopify, digging into its features, and even wrestling with its quirks. If you're running an ecommerce store that's bustling with customer interactions across multiple platforms, this tool is designed to be your sidekick. It's like having an extra set of hands that sorts out your emails, manages your chat messages, and keeps tabs on your social media queries—all in one spot.

However, Gorgias Shopify is not the be-all and end-all. Some parts of the app, like the intricate setup for certain integrations and the less-than-stellar customer service, could use a tune-up. Plus, the price tag might make smaller businesses or newcomers to ecommerce wince a bit.

So, should you go for Gorgias Shopify? If you're at a stage where you're juggling too many customer interactions and it's becoming a chore, this app could be a lifesaver. If the price and the tech-savviness required don't make you bat an eye, it's pretty much a green light from our end. Trust us, the capabilities of this tool could make your day-to-day operations smoother and let you focus on what really matters—growing your business and keeping your customers happy.

We hope this review gives you not just the facts, but also the confidence to make the best choice for your ecommerce operation. After reading this, you should have a solid understanding of what Gorgias Shopify can and can't do for you. Go ahead, make an informed decision—you've got this!

FAQs

Is there a step-by-step tutorial to integrate apps of other Shopify merchants on my online store?

Download Gorgias from the Shopify app store. Once you log in to your Gorgias account, you can go to the Help Centre. There are chatbots to answer your queries in real time.

Can I manage my Shopify orders and subscriptions directly from the app?

Yes, absolutely.

Julien Mamalian

CEO, Bloggle

After an exciting 5 years of designing and optimizing Shopify sites for well-known French startups, I launched Bloggle. Our mission? To assist merchants worldwide in crafting compelling articles that rank high in SEO and truly engage their audience. In just 3 years, over 2,000 clients have trusted us, publishing more than 55,000 articles through Bloggle. Thanks to them, I’ve learned the keys to success and the pitfalls to avoid

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