Gorgias

RATING:

4.7

(111)

About Gorgias

Gorgias is a complaint management and customer service solution that helps businesses of all sizes streamline processes related to ticket management, customer engagement, reporting, and more on a centralized platform. It allows administrators to configure workflow rules to send automated responses, assign tickets, tag issues, and manage other repetitive tasks. Gorgias enables team members to centrally manage customer communications across multiple channels, including email, phone, contact us pages, Facebook, and Instagram. It lets employees create templates and use pre-designed macros to send responses and pre-fill answers for queries, such as order shipping date, status, and return requests. Additionally, supervisors can access the built-in dashboard to gain insights...

Awards and Recognition

FrontRunner 2022
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

Gorgias Pricing

BASIC: $60/month (or $50/month when billed annually) for unlimited users and 350 tickets/month included PRO: $300/month (or $250/month when billed annually) for unlimited users and 2000 tickets/month included ADVANCED: $750/month (or $625/month when billed annually) for unlimited users and 6000 tickets/month included Custom enterprise plans are also available - contact Gorgias for more information.

Starting price: 

$60.00 per month

Free trial: 

Available

Free version: 

Available

Gorgias analytics
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Gorgias Reviews

Overall Rating

4.7

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Gorgias

1 - 5 of 111 Reviews

Juliette

Apparel & Fashion, 11 - 50 employees

Used unspecified

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

Reviewed January 2024

Works Like A Charm.

User Profile

Sai

Verified reviewer

Internet, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2023

Ideal Customer Experience Platform

Highly recommend using Gorgias, it’s been productive and effective for CX and suppor

PROS

Gorgias is a great CX platform for brands to use to help with support, live chat, and ticket management process! I highly recommend using Gorgias for all those support projects

CONS

More integrations and flows with ESPs and CDPs would make communication streamlined across platforms

Reason for choosing Gorgias

Pricing and strategy support

Reasons for switching to Gorgias

Pricing and support from the team

Maria

Consumer Services, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2021

Very helpful for staying organized and consistent

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.

Reason for choosing 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.

Reasons for switching to Gorgias

We needed to improve the customer experience when it came to reaching out to customer service.

User Profile

Sigmund

Verified reviewer

Consumer Electronics, 51-200 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

3

EASE OF USE

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed July 2022

Basic chat tool for small businesses

Basic support for chats but need better reporting functions

PROS

Ease of use across multiple channels from social media to your own websites

CONS

Not a lot of good reports to drill down productivity

Anonymous

1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

3

CUSTOMER SUPPORT

4

FUNCTIONALITY

3

Reviewed June 2020

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

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.

Reasons for switching to Gorgias

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