What Is Gorgias?

Gorgias is the highest-rated customer service and live chat helpdesk for Shopify, Magento & BigCommerce stores.

See customer support requests from email, live chat, phone, and social media in one place. Edit/refund orders, cancel subscriptions, award loyalty points, and more in one click.

Use templates, automation, rules, and macros to cut support time. Your support team will be more productive and your customers will love you.

Get a demo today to see how it works.

Who Uses Gorgias?

Shopify, Magento, and BigCommerce stores that want to save time with a smart all-in-one helpdesk solution that helps drives revenue & streamlines the customer service experience.

Where can Gorgias be deployed?

Cloud-based
On-premise

About the vendor

  • Gorgias
  • Founded in 2015

Gorgias support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra and 225 others

Languages

English

Gorgias pricing

Starting Price:

US$60.00/month
  • Yes, has free trial
  • Yes, has free version

Gorgias has a free version and offers a free trial. Gorgias paid version starts at US$60.00/month.

Pricing plans get a free trial

About the vendor

  • Gorgias
  • Founded in 2015

Gorgias support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra and 225 others

Languages

English

Gorgias videos and images

Gorgias Software - Centralize conversations
Gorgias Software - Provide instant support
Gorgias Software - Automate replies to FAQs
Gorgias Software - Refund & edit orders
View 5 more
Gorgias video
Gorgias Software - Centralize conversations
Gorgias Software - Provide instant support
Gorgias Software - Automate replies to FAQs
Gorgias Software - Refund & edit orders

Features of Gorgias

  • Activity Dashboard
  • Alerts / Escalation
  • Auto-Responders
  • Call Center Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customizable Branding
  • Email Management Software
  • Feedback Management
  • Interaction Tracking
  • Issue Tracking Software
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Offline Form
  • Performance Metrics
  • Personalization Software
  • Proactive Chat
  • Queue Management
  • Real-time Consumer-facing Chat
  • Reporting/Analytics
  • Routing
  • Support Ticket Management
  • Template Management
  • Third Party Integrations
  • Ticket Management
  • Transfers/Routing
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management Software

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Reviews of Gorgias

Average score

Overall
4.7
Ease of Use
4.6
Customer Service
4.6
Features
4.5
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
73%
4
23%
3
3%
2
1%
Muhammad yaseen
Saleman in Bahrain
Computer Hardware, Self Employed
Used the Software for: Free Trial
Reviewer Source

My best gorgias experience

5.0 last month New

Pros:

That allow you to work efficiently and organized and make it exactly what you need.

Cons:

The macro feature has become much more intuitive which is great.

Jisselle
Jisselle
Director of Customer Success in Trinidad and Tobago
Verified LinkedIn User
Food & Beverages, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

I absolutely LOVE Gorgias - it is the BEST HelpDesk Software.

5.0 6 months ago

Comments: I really enjoy Gorgias, so much so that I recommend it to any company that I consult with for Customer Success over the last 2 years. I've been in the CS industry for 17+ years, and this is the best. I've used Zendesk, Freshdesk, Kustomer, and Hubspot but Gorgias wins! It is user-friendly, easy to set up and deploy, AND has incredible sentient AI, and I love the social integrations. It's a fantastic omnichannel support system. Highly recommend! Also, the support staff is epic!

Pros:

I was an avid Kustomer user for years, and Gorgias lured me in with all of their incredible, easy-to-use features. I love the social integrations, especially the social lead segments, AND I love that they have integrated phone calls now!

Cons:

I can't think of anything, honestly. I've been in Customer Success for 17 years, and this is the best.

Alternatives Considered: Freshdesk

Switched From: Kustomer

Maria
Customer service department manager in Mexico
Consumer Services, 11-50 Employees
Used the Software for: 6-12 months
Reviewer Source

Very helpful for staying organized and consistent

4.0 2 years ago

Comments: Before we migrated to this platform, it would take almost 72 hours to respond to customer queries, but with this software, we cut that time down to just around 30 minutes on average within a few days after migration.

Pros:

The company's engagement with it's users. There's also a lot of helpful features that will optimize the customer service provided to our clients

Cons:

There's a lot of updates and it tends to interrupt the workflow sometimes. On boarding was slower than what we had been told also.

Alternatives Considered: Freshdesk and Zendesk Suite

Reasons for Choosing Gorgias: We needed to improve the customer experience when it came to reaching out to customer service.

Switched From: Gmail

Reasons for Switching to Gorgias: It seemed like the best option when it came to functionality. The other two options we were considering seemed more old school, where as Gorgias seems more modern by allowing us to fully analyze customer issues, returns, questions, and doubts while allowing us to speed up response and relsoution time.

Verified Reviewer
VP of Innovation in UK
Verified LinkedIn User
Food & Beverages, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Very nice user friendly helpdesk package but limited marketplace integrations beyond shopify

4.0 2 years ago

Comments: User love it and very few headaches. Some integrations need better docs on how to use advanced functionality.

Pros:

Really nice interface, users love it. Very easy to configure. Powerful rules and macro engine, Seamless shopify integration. Support is proactive and good. Developer friendly with good API

Cons:

If you want to integrate ebay or amazon, you need a third party add on which is itself limited. Prepare for additional costs. Rules and Macro engine has some limitations when looking to fully automate processes. It could be easier to test rule logic before deploying.

Alternatives Considered: eDesk

Reasons for Choosing Gorgias: eDesk had better amazon / ebay integration but had severe limitations elsewhere. Gorgias a better all round fit.

Switched From: eDesk

Adrienne
Online & Marketing Manager in Australia
Retail, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source

Great price for all of the features we need.

5.0 2 years ago

Comments: Overall fantastic, we were recommended Gorgias and the features did not disappoint. Besides the forwarding issue the rest of our discovery and onboarding process was pretty quick & seamless.

Pros:

Creating across are simple and easy to implement and using them is really quick saving our team time. The deep integration with Shopify also allows our team to have instant visibility with customer information. Having the ability to also build rules to identify emails and help us prioritise has been fantastic and was definitely a selling point when moving over from our existing platform.

Cons:

Would love there to be a mobile app. I feel there also needs to be a stronger distinction/sound alert for chats as they're higher in priority and need to be actioned immediately. Unfortunately we did have some issues with email forwarding which the tech team weren't able to help find the cause so there were some teething issues moving over from our other platform to Gorgias & potentially missing some customer emails during that period. I'd also love if there was some type of help desk included in one of the app plans instead of using as add-on