Gorgias Pricing Overview

Its ability to integrate with several other tools makes it seamless for support agents to know the right context before they respond to questions. Because of this, we are able to personalize our customer service approach to meet our client brands’ specific needs. On top of its super easy integration to email, chat, and social media platforms, Gorgias has its own in-house telephony system which gives our clients access to voice and SMS channels all in one place. Not only is it convenient, but it is also cost-effective knowing our clients only have to pay for one monthly recurring charge instead of signing up with different platforms.

it usually undergoes forced updates on a daily basis which causes the system to sometimes slow down, or forces the users to reload the page, or sometimes, it shuts down completely for an hour or less.

Having in-house channels of support. Because of this, we no longer have to sign up on different platforms and connect them inside Gorgias. It's all-inclusive!

What I like best about Gorgias is that is allows you to create different rules, which other support tools don't have. I also like that they added a new help center feature as it really makes our life easier.

It would be the pricing. I think it would be best if you offer some sort of discounts or promotions for long-time customers. Also, there should be a plan for businesses with small teams.

We use Gorgias to handle queries from various channels. The good thing about it you no longer have to switch from one portal to another just to answer an inquiry. It would be nice if you integration for TikTok business as well.

The macros, ease of use. Simple pricing and live chat.

No real downsides. Perhaps that you only have the customer service rating at the higher monthly fee

Helping us have a call in number, helps us consolidate tickets from all the platforms we deal with including Amazon and walmart although we need to use another app for that which is a bit of a pain.

Gorgias has fantastic Shopify integrations. We moved from Zendesk a little over 6 months ago and we are thrilled with the switch. Providing epic Customer Service is all about the build, tracking industry trends, adjusting processes as needed, and building out systems for success. It only makes sense that a phenomenal Help Desk Platform provides some of the best B2B customer success support! Shout out to Patrick & Mustafa for the continued help building out our Help Desk since the very start! The fact that you can get on a screen-sharing call at almost a moment's notice and have a skilled industry professional assisting in solving any question, issue, or idea in real-time is a great tool. It is very cool to see the changes and features added and to see how Gorgias has grown since making the switch during the summer of 2020 and always appreciated to see this company's CEO Romaintaking real-time questions and feedback once a month on the highly helpful monthly Product Webinar. Gorgias + Gorgias users are also very involved in a social/professional Facebook group where you can learn about new updates, industry standards, and helpful tips. Can't wait to see what this company does within the next few years.

Would love to see macro descriptions and the option to merge tags from different pages. Can’t wait to see an edit Shopify order function within the help desk and the self-help customer service portal full implementation (we are on the beta version and it is working great). Chat campaign statistics would be great. Ticket 'types' or 'groups' would potentially be helpful instead of only tags. The option to change "private" views to ''shared'' or 'group private views' ( for admins) would make communications between management smoother.

The customer support is phenomenal. The fact that they get on a screen share call at almost a moment's notice and troubleshoot issues and provide great advice is priceless. Just the fact that we are done switch tabs or having hundreds of tabs open at once proves the efficiency that we didn't realize we were capable of before making the switch. Our team's Command > C and Command > V wish the useful integrations, easy macro building, and snoozing a huge thank you!

Moving over to Gorgias from Zendesk was an interesting transition. From the very beginning, we had a support team that helped us make that transition. The Help docs were essential and kept up to date. We appreciated the roadmaps and consistent chat features we could reach out to for assistance and guidance. We also liked the peer-to-peer component of the community FB group. The fast pace of upgrades and developments through Gorgias fit our growing company.

We are an analytical and statistics-driven company and as such, we would like to have more ability to create custom reports based on the interactions our agents and customers are having within Gorgias.

Automation with rules and macros for efficiency and effective ability to create a seamless experience for the customer. We are striving to create a more cost-effective customer experience. The ability to use multiple integrations has immensely helped in collaborating with several other intricate forms of software that are important to our success.

The different views/segments that you can create in the platform. It is possible to easily autotag tickets so they are placed in the correct segments and allocated to the right support agent/team.

If the platform is not used to its full potential the ROI on the cost of the platform may not be achieved. There are different price plans though, so be sure to check ticket volumes to avoid overspend.

Gorgias is prioritising our tickets for us which is extremely important. Furthermore, we have a range of auto-responders setup which saves agent time in responding to customer queries like where is my order. We can auto send customers tracking numbers etc.

The queue is easy to manage and agents can navigate between tickets easily. The connection with Shopify is robust and helps our agents with efficient work ensuring they don't have to navigate away from Gorgias. We love the revenue tracking reports as well.

I wish that there was more customizable reporting that we could do on our own. We can from Zendesk which allowed a lot of custom reporting so moving to Gorgias, it feels like we're lacking there a bit.

We've never been able to see what revenue our customer service team brings in so being able to see that now helps us better make arguments to our leadership team on the value CS brings to the organization.

The support team is easy to get in touch with, responsive to questions and feedback.

Feature requests can feel like they can go unheard, more customization options would be nice.

We are funneling our entire customer support flow through Gorgias, and it has helped tremendously in managing a growing customer base.