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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:
- STARTER plan ($10/month. $0.40 per each additional ticket)
- 3 customer support agents
- 50 tickets per month included
- Live chat
- 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
- PRO ($360/month. $36 per each additional 100 tickets)
- Unlimited customer support agents
- 2000 tickets included
- Live chat
- Customer service
- Automation add-on available
- 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
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!
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