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Gorgias Review: Turbocharge Your Help Desk Experience

Gorgias Review: Turbocharge Your Help Desk Experience
Gorgias HelpDesk

Introduction:

Welcome to our Gorgias review, where we explore the powerful all-in-one help desk app for seamless customer communication. Gorgias offers support across multiple channels, ensuring that you can efficiently manage customer inquiries from various platforms. With its flexible and robust features, Gorgias goes beyond the standard help desk functionalities.

Key Features:

Gorgias boasts an impressive array of features, including:

  • All Communication Channels Covered: Gorgias supports communication through email, social media platforms, voice, sms, and more, ensuring that you can connect with customers on their preferred channels.
  • Extensive Library of Integrations: With Gorgias, you can seamlessly integrate with major e-commerce platforms and enjoy a wide range of integrations of apps for efficient workflow management.

User Interface and Ease of Use:

Here's what you can expect in terms of user interface and ease of use with Gorgias:

  • User/Agent UI: The user interface is simple and customizable, allowing you to create views using filters for streamlined ticket management.
  • Easy Access to Historic Orders: Gorgias acts as a lightweight CRM, making it easy to find historical orders associated with a particular client.
  • Threaded Communication: Gorgias groups all communication from a single client into one thread, making it effortless to follow conversations and maintain context.
  • Navigation Challenges: Finding settings and controls within Gorgias is not intuitive, as you need to click on "Tickets" to access a menu that provides access to the settings. The overall dashboard could benefit from improvements to enhance navigation.

Pricing and Value:

  • Pricing has been a topic of discussion over the years, as Gorgias charges based on tickets rather than agents, which differs from their competitors.
  • When comparing features, Gorgias offers an extensive range of integrations for 500 user seats at a competitive price compared to solutions like Reamaze, which may cost more with fewer integrations.
  • Gorgias recently revised its pricing model, which makes more sense even though it is based on tickets. However, some users may still find the pricing model perplexing.
  • Note that the average cost per ticket can be around $0.40.
  • It's important to note that tickets are considered as communication, meaning that for a ticket to be counted, there must be a two-way interaction. If a ticket is received but not answered, it won't be considered as a ticket.

Pros:

  • Simple and Easy Setup: Gorgias offers a straightforward setup process, allowing users to quickly get started and onboard their support team.
  • Extensive Integrations: The number of integrations available with Gorgias is impressive, ensuring compatibility with various apps and platforms.
  • Macros for Efficient Responses: Gorgias provides macros, enabling the use of canned answers with placeholders that can dynamically fetch information from an order.
  • Automations and FAQ Center: Gorgias offers auto-responders, chat, and an FAQ center, reducing manual work and improving customer support efficiency.

Cons:

  • Pricing Model: Some users may still find Gorgias' pricing model somewhat confusing or unconventional.
  • Price Upgrade: The gap between the $50/month plan and $300/month is quite intense. I would suggest them to offer something in-between.
  • Paid Add-Ons: Gorgias offers several paid add-ons, which may increase costs depending on your specific needs.
  • Navigation Challenges: Users may encounter difficulties navigating the admin side of Gorgias and locating specific options.

Real-World Examples or Use Cases:

  • GothRider (www.gothrider.com): We have been using Gorgias for over six years at GothRider, and the overall experience has been excellent. We've witnessed the platform evolve and improve over time.
  • Efficient Setup for Multiple Agents: Gorgias proves to be a fast and efficient setup for businesses working with multiple customer support agents, with the learning curve manageable within a few days.
  • Transition to Voice Functionality: With the introduction of the voice function, we are planning to centralize our customer communication by moving from RingCentral to Gorgias.
  • Comparison to Competitors: Curiosity led us to explore other platforms such as Zendesk and Reamaze, but we found that Gorgias surpasses both in terms of functionality and user-friendliness.

Conclusion:

In my own opinion, Gorgias stands as the best support app in the market, even after all these years, despite some occasional irritation with the pricing structure. With a SKOOID rating of 4.8/5, Gorgias offers everything you need to take your customer service to the next level and provide highly responsive communication. And yes, they also have a mobile app!


If you're still using platforms like Gmail or haven't implemented a help desk tool, give Gorgias a try at Gorgias.com. Their lowest-tier plan starts at $10/month.

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