Avis sur Gorgias : avantages, inconvénients, fonctionnalités et tarifs

Gorgias permet à votre équipe d'assurer un support multicanal efficace, en se distinguant par ses nombreuses possibilités d'intégration et son interface conviviale.

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By Tim Fisher

Nous évaluons les outils indépendamment ; les commissions aident à financer nos tests. Consultez notre politique de transparence et notre méthodologie.

Gorgias is an AI customer service software built specifically for ecommerce brands. If your support team manages a high volume of order-related tickets across email, chat, social media, and SMS, it's worth a close look. I'd pick it over Zendesk if your store runs on Shopify, WooCommerce, or BigCommerce—Gorgias pulls live order data and customer history directly into each ticket, giving agents the context they need without leaving the platform.

Gorgias Evaluation Summary

Gorgias centralizes customer support with automated, omnichannel workflows.
Customer rating

4.6/5

Pricing
  • From $40/month
  • Free demo + 30-day free trial available

Pourquoi faire confiance à nos recommandations de logiciels

6,700+

Reviews

20

Industry experts

16+

Evaluation factors

14

Years

Notre équipe teste et évalue des logiciels depuis 2012. En tant que leaders CX nous-mêmes, nous savons à quel point il est difficile — et important — de choisir le bon logiciel.

Pour ce guide, nous avons évalué les outils grâce à des tests pratiques et une recherche indépendante, en notant les outils selon nos critères de sélection.

Nos avis reflètent notre jugement éditorial humain, et non un argumentaire de vente.

Gorgias Overview

In my opinion, Gorgias stands out as a solid choice for e-commerce businesses, particularly those with a Shopify store. Its AI agent integrates effortlessly with various platforms, making it easy for your team to manage customer inquiries across channels. The software’s intuitive interface and automation features significantly enhance operational efficiency. 

However, customization with Gorgias can be a bit limited, and some users have noted challenges with filtering processes. Despite these minor drawbacks, Gorgias offers excellent value for small to medium-sized businesses looking for an all-in-one solution to streamline their CRM processes. If your team values ease of use and comprehensive integration, Gorgias could be a great fit.

Pros

  • The interface is intuitive, making it easy for your team to manage customer inquiries efficiently.
  • You can automate repetitive tasks, freeing up your team to focus on more complex customer issues.
  • Gorgias offers strong support for e-commerce stores, which is great if your business operates online.

Cons

  • Some users find that the initial setup can be time-consuming, which might delay getting started.
  • Certain advanced features might require a learning curve, impacting your team's productivity initially.
  • Customer support response times can sometimes be slow, which could affect urgent issue resolution.

Is Gorgias Right For Your Needs?

Who Would be a Good Fit for Gorgias?

Gorgias is ideal for e-commerce businesses looking to streamline customer service. If your team handles a high volume of customer inquiries, Gorgias's integration with e-commerce platforms like Shopify can help centralize customer interactions. Its automation features, such as auto-responses and ticket management, save your team time and improve response efficiency. If your focus is on providing quick, consistent service while managing customer inquiries from multiple channels, Gorgias provides the necessary tools to make this process more efficient.

  • E-Commerce Businesses
    Gorgias integrates with platforms like Shopify, making it perfect for online stores that need a centralized customer service hub.
  • Small to Medium Enterprises
    Its affordability and scalability make Gorgias a viable option for SMEs looking to enhance their customer support without a huge investment.
  • Customer Support Teams
    The automation and ticketing features help support teams manage high volumes of inquiries efficiently, reducing workloads for individual support agents.
  • Retail Industry
    Retailers benefit from Gorgias's ability to unify customer interactions across email, social media, and live chat, allowing customer support teams to provide consistent service.
  • Sales Departments
    Sales teams can leverage Gorgias to track customer interactions and feedback, aiding in lead conversion and customer retention.
  • Marketing Teams
    By analyzing customer inquiries and feedback, marketing teams can gain insights into customer preferences and trends, using this data to inform campaigns and strategies.

Who Would be a Bad Fit for Gorgias?

Gorgias may not suit businesses outside e-commerce, as it focuses heavily on this sector. Its limited integrations and features can frustrate diverse industries needing more complex customer service solutions. If your team relies on financial features, Gorgias lacks budgeting and expense tools, making it unsuitable for finance-heavy operations.

  • Large Enterprises
    Gorgias may not scale well for large enterprises due to its limited integrations and feature set.
  • Financial Services
    Lacking financial features like budgeting and expenses, Gorgias is unsuitable for financial services.
  • Healthcare Providers
    Healthcare providers with specific regulatory needs and complex integrations may find Gorgias insufficient.
  • Manufacturing Companies
    Manufacturing companies needing robust data management and integrations might struggle with Gorgias.
  • Non-Ecommerce Retailers
    Retailers outside e-commerce may find Gorgias too narrowly focused on e-commerce needs.
  • Small Startups
    The cost of Gorgias can be prohibitive for small startups with limited budgets.

Comment nous testons et évaluons les outils

Nous avons passé des années à bâtir, affiner et améliorer notre système de test et de notation des logiciels. Notre grille d’évaluation est conçue pour saisir les subtilités des sélections logicielles et ce qui fait qu’un outil est efficace, en se concentrant sur les éléments essentiels du processus de décision. Vous trouverez ci-dessous le détail de notre méthodologie d’évaluation et de notation selon sept critères. Cela nous permet de fournir une évaluation impartiale des logiciels basée sur les fonctionnalités principales, les options uniques, la facilité d’utilisation, l’intégration, la prise en main, l’assistance, les avis clients et le rapport qualité/prix.

Fonctionnalité principale (25% de la note totale)

Le point de départ de notre évaluation concerne toujours la fonctionnalité principale de l’outil. Possède-t-il les fonctions que l’on attend normalement, et ces fonctions sont-elles accessibles pour toutes les offres ? Nous attendons qu’un outil soit au niveau des capacités minimales de ses concurrents.

Fonctionnalités différenciantes (25% de la note totale)

Nous évaluons ici les fonctionnalités qui se distinguent de la fonction de base habituellement présente dans ce type de logiciel. Un score élevé récompense des fonctions spécialisées qui rendent le produit plus efficace ou unique et offrent une valeur ajoutée à l’utilisateur. Nous évaluons également la capacité à s’intégrer facilement avec d’autres solutions courantes, ce qui accroît l’intérêt et l’utilité de l’outil. Les logiciels qui proposent de nombreuses intégrations natives, des connexions tierces ou une API pour les intégrations personnalisées obtiennent une meilleure note.

Facilité d’utilisation (10% de la note totale)

Nous mesurons la rapidité et la simplicité pour effectuer les tâches clés avec l’outil. On valorise le design intuitif, les applications mobiles, les templates préconçus et la capacité à simplifier les tâches complexes.

Accompagnement à la prise en main (10% de la note totale)

L’adoption rapide est essentielle. Nous examinons donc la facilité pour un nouvel utilisateur à prendre l’outil en main avec peu de formation. Nous vérifions la rapidité d’installation et d’utilisation sans expérience préalable. Les meilleurs logiciels exigent peu ou pas de support pour démarrer.

Assistance (10% de la note totale)

Nous évaluons la réactivité et la facilité d’obtenir de l’aide par téléphone, chat ou base de connaissances. Les outils offrant un support humain en temps réel ont le meilleur score ; les chatbots sont moins bien valorisés.

Avis clients (10% de la note totale)

En plus de notre expertises, nous prenons en compte le score NPS (Net Promoter Score) accordé par les utilisateurs actuels et passés. Nous analysons la probabilité qu’ils réutilisent l’outil. Les outils à score élevé possèdent un excellent NPS utilisateur.

Rapport qualité/prix (10% de la note totale)

Après examen des autres critères, nous considérons le prix moyen des offres principales par rapport aux fonctionnalités essentielles évaluées. Les solutions offrant plus pour un prix inférieur obtiennent un meilleur score.

Core Features

Shared Inbox: Gorgias offers a shared inbox that lets your team manage all customer interactions in one place. This feature supports various communication channels, making it easy to keep track of conversations and provide efficient support.

Automation: With Gorgias, you can automate responses to common queries using AI, allowing customers to receive prompt replies even outside business hours. This reduces the workload on your team and keeps customer satisfaction high.

Customizable Macros: You can create macros for quick replies to frequently asked questions. This saves time and helps maintain consistency across your team's responses.

High User Capacity: Gorgias supports up to 500 users, making it suitable for growing teams. This means you can scale your customer support without worrying about hitting user limits.

Omnichannel Support: This feature allows you to manage customer interactions across multiple platforms, including social media and e-commerce sites, all from a single interface. This simplifies communication, making sure no customer query goes unnoticed.

Live Chat: Gorgias provides live chat capabilities, allowing your team to engage with customers in real-time. This can help resolve issues faster and improve overall customer satisfaction.

Gorgias screenshot
Gorgias provides real-time customer support through integrated live chat.

Ease of Use

Gorgias's user interface is intuitive and straightforward, making it easy for your team to navigate its features. Users appreciate the intuitive navigation, with everything neatly organized in the left-hand menu. The two main screens (overview and project-specific) make it easy to find what you need. This design, combined with a user-friendly onboarding process, helps your team quickly adapt and integrate Gorgias into your workflow. This is what really sets it apart from other customer service tools.

Gorgias screenshot
Gorgias offers an intuitive UI with quick setup and streamlined workflows.

Integrations

Gorgias integrates with Shopify, Magento, WooCommerce, BigCommerce, Gmail, Facebook, Instagram, Klaviyo, Recharge, and various other platforms.

Gorgias also has an API for additional integrations, allowing easy connection with third-party integration tools.

Gorgias screenshot
Gorgias integrates customer support with e-commerce and communication platforms.

Gorgias Specs

  • Analytics: No
  • API: Yes
  • Calendar Management: No
  • Chat: Yes
  • Click-to-Dial: No
  • CRM Integration: Yes
  • Customer Management: Yes
  • Customer Service: Yes
  • Dashboard: Yes
  • Dashboards: No
  • Data Export: Yes
  • Data Import: Yes
  • Data Visualization: No
  • External Integrations: Yes
  • Feedback Management: No
  • Knowledge Base: No
  • Lead Management: No
  • Lead Scoring: No
  • Multi-Source Feedback: No
  • Multi-User: Yes
  • Net Promoter Score: Yes
  • Notifications: Yes
  • Omnichannel Referrals: No
  • Online Surveys: No
  • Review Moderation: No
  • Scheduling: No
  • Sentiment Analysis: No
  • Social Media Monitoring: Yes

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