Gorgias Review: Pros, Cons, Features and Pricing
Gorgias empowers your team with efficient multi-channel support, setting it apart with its deep integration capabilities and user-friendly interface.
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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
4.6/5
- From $40/month
- Free demo + 30-day free trial available
Why Trust Our Software Recommendations
6,700+
Reviews
20
Industry experts
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Years
Our team has been testing and reviewing software since 2012. As CX leaders ourselves, we know how difficult—and important—it is to choose the right software.
For this guide, we evaluated tools using hands-on testing and independent research, scoring tools using our selection criteria.
Our reviews reflect our human editorial judgment, not a sales pitch.
Gui DrusinaCreative Director
Tim FisherVP of AI
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 BusinessesGorgias integrates with platforms like Shopify, making it perfect for online stores that need a centralized customer service hub.
- Small to Medium EnterprisesIts affordability and scalability make Gorgias a viable option for SMEs looking to enhance their customer support without a huge investment.
- Customer Support TeamsThe automation and ticketing features help support teams manage high volumes of inquiries efficiently, reducing workloads for individual support agents.
- Retail IndustryRetailers 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 DepartmentsSales teams can leverage Gorgias to track customer interactions and feedback, aiding in lead conversion and customer retention.
- Marketing TeamsBy 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 EnterprisesGorgias may not scale well for large enterprises due to its limited integrations and feature set.
- Financial ServicesLacking financial features like budgeting and expenses, Gorgias is unsuitable for financial services.
- Healthcare ProvidersHealthcare providers with specific regulatory needs and complex integrations may find Gorgias insufficient.
- Manufacturing CompaniesManufacturing companies needing robust data management and integrations might struggle with Gorgias.
- Non-Ecommerce RetailersRetailers outside e-commerce may find Gorgias too narrowly focused on e-commerce needs.
- Small StartupsThe cost of Gorgias can be prohibitive for small startups with limited budgets.
How We Test & Score Tools
We’ve spent years building, refining, and improving our software testing and scoring system. The rubric is designed to capture the nuances of software selection and what makes a tool effective, focusing on critical aspects of the decision-making process.
Below, you can see exactly how our testing and scoring works across seven criteria. It allows us to provide an unbiased evaluation of the software based on core functionality, standout features, ease of use, onboarding, customer support, integrations, customer reviews, and value for money.
Core Functionality (25% of final scoring)
The starting point of our evaluation is always the core functionality of the tool. Does it have the basic features and functions that a user would expect to see? Are any of those core features locked to higher-tiered pricing plans? At its core, we expect a tool to stand up against the baseline capabilities of its competitors.
Standout Features (25% of final scoring)
Next, we evaluate uncommon standout features that go above and beyond the core functionality typically found in tools of its kind. A high score reflects specialized or unique features that make the product faster, more efficient, or offer additional value to the user.
We also evaluate how easy it is to integrate with other tools typically found in the tech stack to expand the functionality and utility of the software. Tools offering plentiful native integrations, 3rd party connections, and API access to build custom integrations score best.
Ease of Use (10% of final scoring)
We consider how quick and easy it is to execute the tasks defined in the core functionality using the tool. High scoring software is well designed, intuitive to use, offers mobile apps, provides templates, and makes relatively complex tasks seem simple.
Onboarding (10% of final scoring)
We know how important rapid team adoption is for a new platform, so we evaluate how easy it is to learn and use a tool with minimal training. We evaluate how quickly a team member can get set up and start using the tool with no experience. High scoring solutions indicate little or no support is required.
Customer Support (10% of final scoring)
We review how quick and easy it is to get unstuck and find help by phone, live chat, or knowledge base. Tools and companies that provide real-time support score best, while chatbots score worst.
Customer Reviews (10% of final scoring)
Beyond our own testing and evaluation, we consider the net promoter score from current and past customers. We review their likelihood, given the option, to choose the tool again for the core functionality. A high scoring software reflects a high net promoter score from current or past customers.
Value for Money (10% of final scoring)
Lastly, in consideration of all the other criteria, we review the average price of entry level plans against the core features and consider the value of the other evaluation criteria. Software that delivers more, for less, will score higher.
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.
Standout Features
E-commerce Integration: Gorgias integrates with major e-commerce platforms like Shopify, allowing your team to manage customer interactions directly related to orders and sales. This integration helps streamline operations and enhances the shopping experience for your customers.
AI-Driven Automation: The software uses AI to automate ticket processing and responses, which can greatly increase the efficiency of your customer service operations. This feature is particularly valuable for businesses with high volumes of customer interactions.
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.
Onboarding
Gorgias's onboarding is straightforward, with a focus on getting you up and running quickly. Users appreciate the intuitive setup and the helpful tutorials that guide you through the basics. The support team is accessible, offering chat and email assistance to help your team with any questions. Compared to other tools, Gorgias provides clear instructions and resources. This allows you to start leveraging its features as soon as possible without unnecessary delays.
Customer Support
Gorgias offers reliable customer support and is often praised for its responsive and helpful team members. Users appreciate the availability of multiple support channels, including live chat and email, offering quick assistance. The comprehensive knowledge base is another highlight, providing valuable resources for troubleshooting.
However, some users note that response times can vary, impacting urgent inquiries. Overall, Gorgias supports teams effectively, though consistent speed could enhance the experience further.
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.
Value for Money
Gorgias pricing is often seen as reasonable, given its comprehensive feature set and customer support capabilities. Users appreciate the scalability of its plans and add-ons, which cater to varying business sizes and needs. The availability of a free trial is a valuable option for teams aiming to assess the software’s functionality before committing.
- Starter Plan: Up to 50 support tickets per month, from $10/month
- Basic Plan: Up to 300 support tickets per month, from $50/month
- Pro Plan: Up to 2,000 support tickets per month, from $300/month
- Advanced Plan: Up to 5,000 support tickets per month, from $750/month.
- Enterprise Plan: Customizable options for large organizations.
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
Gorgias FAQs
Gorgias Company Overview & History
Gorgias was founded in Paris in 2015 and is now headquartered in San Francisco, California. The company has grown to over 400 employees and serves more than 16,400 merchants, including notable brands like Steve Madden and Glossier. Gorgias is a certified B Corporation, which emphasizes sustainable practices, and it focuses on enhancing customer support for e-commerce brands by centralizing interactions across multiple channels. With over $100 million in funding, Gorgias has established itself as a leader in the helpdesk solutions space.
Gorgias Major Milestones
2015: Founded in Paris, originally as a Chrome extension for email automation.
2021: Expanded to serve over 16,400 merchants, including well-known brands like Steve Madden and Glossier.
2023: Recognized as a certified B Corporation, emphasizing the company’s commitment to sustainable workplace practices.