Gorgias Shopify App Review: An Ultimate Live Chat & Helpdesk Tool

In this blog, we delve into the capabilities of the Gorgias Shopify App, evaluating its effectiveness as a live chat and helpdesk solution for e-commerce businesses.

Key Takeaways

• Gorgias Helpdesk & Live Chat app make its name as one of the best live chat and helpdesk tool for your Shopify store for its ability to unify various customer support channels (email, chat, voice, SMS, and social media) into a single platform, streamlines communication, enhances efficiency and improves the overall customer support experience.
• The app offers a robust and versatile tool for e-commerce businesses, like real-time team activity dashboards and self-service menus, and the capability to view, edit, and cancel orders directly within the app. 
• It caters to the diverse needs of Shopify merchants, ranging from startups to large enterprises.

The Gorgias – Helpdesk & Live Chat Shopify App Overview

What is the Gorgias Helpdesk & Live Chat?

The Gorgias Helpdesk & Live Chat is a Shopify app that offers comprehensive customer support and communication management tools. It empowers businesses to streamline their customer support operations, unify various communication channels, and provide efficient, personalized assistance to customers. The app has since gained popularity among e-commerce businesses for its user-friendly interface and robust features.

Gorgias helps Shopify merchants by unifying all customer support channels, like email, chat, voice, SMS, and social media, into one platform, streamlining communication and speeding up responses. It provides support agents with complete customer information, including order history and past interactions, enabling personalized service. Additionally, Gorgias offers self-service options to quickly address common queries, reducing the need for direct agent involvement and enhancing the customer experience.

The app integrates seamlessly with Shopify Flow, Klaviyo, Yotpo, Attentive, Recharge, and over 20 other popular Shopify apps. This ensures that Shopify merchants can harness the full potential of their e-commerce tools while utilizing Gorgias for superior customer support.

Ratings and Customer Reviews

The Gorgias Helpdesk & Live Chat app has received significant feedback from its users, offering valuable insights into their experiences with this e-commerce support solution. With a substantial 635 reviews, the app boasts an impressive overall rating of 4.4 out of 5, indicating high user satisfaction.

Users love

• The app’s user-friendly interface simplifies navigation and usage for support agents and merchants.
• The app’s feature-rich nature is another point of appreciation. 
• Its ability to streamline customer support operations, automate tasks, and elevate customer shopping experience. 
• Gorgias’s tools effectively manage customer interactions, contributing to efficient ticket management.
• The ability to access customers’ purchase and contact history, utilize the Help Center, employ Quick Replies, implement Rules and Macros, and leverage the Self-Service help desk.
• Quick and proactive assistance from Gorgias’ support team. 
• The app’s practical and budget-friendly solution
• Gorgias’ seamless integration with multiple platforms

Pros and Cons

Here’s a breakdown of the pros and cons of the Gorgias Customer Support App:

PROS

• Positive feedback from users.
• Excellent customer support
• The app unifies communication channels, providing a single inbox.
• Value features like automating responses to common inquiries.
• Efficient order management for Shopify merchants.
• Templated response macros help maintain brand consistency.
• Flexibility to create rules for handling complex queries.

CONS

• Some technical problems required constant updates.
• Phone queue functionality needed improvement.
• Key integrations promised by Gorgias did not work as expected.
• Difficulties in canceling subscriptions or dealing with billing issues.
• Gorgias does not provide a live chat option for customer support.
• Interface quirks happen sometimes, affecting their overall experience.

Who Is The Shopify Gorgias App Best For?

• From small startups to large enterprises looking for an efficient customer support solution.
• Ideal for those wanting to consolidate various communication channels like email, chat, and social media into one platform.
• Businesses that handle a large number of customer queries daily.
• Shopify merchants who use various Shopify apps and desire seamless integration for streamlined operations.
• Businesses focused on personalized customer service
• Retailers looking to automate responses

The Gorgias – Helpdesk & Live Chat Shopify App: Detailed Review

Pricing

Gorgias offers 4 pricing tiers to accommodate businesses of various sizes:

• Starter Plan: $10/month with three customer support agents and 50 included monthly tickets.
• Basic Plan: $60/month (or $600/year) with unlimited customer support agents and 300 included tickets per month, along with live chat and customer service features.
• Pro Plan: $360/month (or $3,600/year) with unlimited customer support agents and 2000 included tickets per month, along with live chat and customer service features.
• Advanced Plan: $900/month (or $9,000/year) with unlimited customer support agents and 5000 included tickets per month, along with live chat and customer service features.

You can take advantage of the 7-day free trial to test the app and see if it fits your needs.

Features

Let’s dive deeper into some of its key features and explore how they can benefit online merchants.

• Prioritize email, chat, voice, SMS, WhatsApp, and social comments/DMs in one feed:

Gorgias offers a unique feature that centralizes customer conversations from multiple channels, including email, chat, voice, SMS, WhatsApp, and social media comments/DMs, into one unified feed. This consolidation makes managing customer interactions easier and ensures no query is missed, enabling support agents to respond more quickly.

By having all customer interactions in one place, support teams can manage and prioritize inquiries more effectively without switching between different platforms. This unified approach allows for faster response times, regardless of whether a customer reaches out via email, chat, or social media.

For example, consider a customer, Sarah, who contacts a store through email, website chat, and social media. With Gorgias, all her interactions – email, chat, and DMs – are merged into one chronological feed, allowing the support team to respond consistently and efficiently, enhancing her overall experience.

• Get full customer context before answering, with order and conversation history.

Gorgias’ standout feature is its ability to compile all essential information about customer interactions with the online store. It gathers past conversations and detailed order history, giving support agents a comprehensive view of the customer’s journey with the business to offer personalized help without delay.

Consider a scenario where a customer inquires about a recent order. Without Gorgias, the support agent might need to request order details and information about prior interactions, which can be frustrating for the customer and time-consuming for the agent. With Gorgias, however, the agent immediately sees the customer’s full history, including previous shipping inquiries and details of a week-old order. This allows the agent to provide a quick, informed response, efficiently resolve the issue, and leave a positive impression of the store’s support system.

• View, Edit, and Cancel Shopify Orders Without Leaving the Gorgias Customer View

The Gorgias Helpdesk & Live Chat app stands out for its seamless integration with Shopify. It allows support agents to view, edit, and cancel Shopify orders directly from the Gorgias interface. This feature distinguishes Gorgias App Shopify from other helpdesk solutions and significantly benefits online merchants.

When customers reach out with order-related issues, agents can immediately access and modify order details, leading to faster problem-solving and an improved customer experience.

Consider a customer who wishes to cancel an order. With Gorgias, the agent can swiftly access and cancel the order while engaging with the customer, streamlining the process. This approach accelerates the handling time and allows for immediate response to any additional customer queries, showcasing the efficiency and customer-centric nature of Gorgias’ Shopify integration.

• Live Dashboard for Tracking Team Activity and Support Metrics

Gorgias’ live dashboard provides real-time insights into the support team’s performance, including ticket handling, response times, and resolution rates, enabling businesses to gauge the effectiveness of their support operations.

Additionally, merchants can identify patterns, like high response times at certain hours, and adjust resources or schedules to improve support processes, balance workloads, and prevent bottlenecks in ticket handling.

For example, an online fashion retailer using Gorgias during a busy season notes increased inquiries about order tracking. The live dashboard shows longer response times and uneven workload distribution during peak hours. Based on these insights, the retailer takes immediate action:

• Shift Adjustments: They reallocate agents to peak times for faster responses and reduced customer wait times.
• Agent Recognition: Recognizing an agent with consistently high performance motivates the team towards similar excellence.
• Targeted Training: Identifying agents needing improvement, the retailer arranges training sessions to enhance their efficiency and response quality.

• Instantly Answer Shopper Questions with Self-Service Menus — No Agent Required

The Gorgias Helpdesk & Live Chat app stands out with its self-service menus, enabling shoppers to instantly find answers to their questions without needing a human agent. This feature sets Gorgias apart by allowing customers to resolve their queries independently, leading to a more efficient support process.

For example, a customer visiting an online clothing store with Gorgias questions the return policy. Instead of waiting for a support agent, they find a “Frequently Asked Questions” section on the website. This section includes detailed information on returns, providing all the necessary details quickly and efficiently, without direct interaction with customer service, leading to a streamlined and satisfactory experience.

Gorgias App To Shopify Integration

Why should you connect Gorgias to Shopify?

Integrating Gorgias with Shopify offers several key benefits for enhancing customer support:

• Efficient Customer Support: This integration centralizes all customer interactions, including emails, chats, and social media comments, into one platform. As a result, it streamlines the handling of customer inquiries, leading to faster responses and increased customer satisfaction.

1. Seamless Order Management: Gorgias has one of the most comprehensive integrations with Shopify, allowing support teams to directly manage orders within the app. This feature provides instant access to important order details, making the processing and resolution of order-related inquiries more efficient.

• Enhanced Customer Context: Access to a customer’s order history and previous interactions is crucial when addressing their queries. The Gorgias-Shopify integration offers a complete view of each customer’s history, enabling personalized assistance and more effective issue resolution.

• Automation Opportunities: The integration facilitates automation, with Gorgias’ algorithms capable of understanding customer intent, directing inquiries to the right agents or teams, and assessing customer sentiment. This automation streamlines the support process, reduces manual tasks, and ensures prompt and effective responses to customer concerns.

How to integrate Gorgias into Shopify

Integrating Gorgias with your Shopify store is straightforward:

• Step 1: Visit the Shopify App Store: Navigate to the Shopify App Store and search for the Gorgias app.

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• Step 2: Install the Gorgias App: Once you find the Gorgias app, click on the ‘Add app’ button. You might need to authorize the app to access your Shopify store information.
• Step 3: Connect Gorgias to Shopify: After installation, open the Gorgias app from within your Shopify dashboard. There should be prompts or a setup wizard to guide you through connecting Gorgias to your Shopify store. This will typically involve logging into your Gorgias account and granting necessary permissions.
• Step 4: Configure Settings: In Gorgias, configure your settings according to your needs. This might include setting up response templates, rules for ticket routing, integration with other tools (like your email, social media accounts, etc.), and customizing your chat widget.
• Step 5: Test the Integration: Once everything is set up, it’s a good idea to test the integration to ensure that customer inquiries from Shopify are correctly appearing in Gorgias and that you can manage orders from Gorgias as expected.
• Step 6: Train Your Team: If you have a customer support team, ensure they are trained on using Gorgias effectively, especially focusing on the features and workflows specific to your business needs.

Alternatives To Gorgias Shopify App

Here, we take a brief look at some Gorgias alternatives that can complement or serve as alternatives to this popular app.

• Tidio Live Chat & AI Chatbots: With an impressive 4.7 out of 5-star rating and over 1,700 reviews, Tidio Live Chat offers a strong alternative to Gorgias. Indeed, it features live chat functionality enhanced by AI chatbots, providing comprehensive customer support solutions. Tidio’s free plan availability makes it accessible for businesses of all sizes.

• WD‑Live Chat, Helpdesk, Chatbot: Boasting a remarkable 4.9 out of 5-star rating and 658 total reviews, WD‑Live Chat is a powerful alternative. Beyond live chat, it includes features like a help center, email support, and social media integration. Consequently, businesses can drive sales and offer a free FAQ section to customers, all within the same platform.

• Crisp ‑ Live Chat & Chatbot: Crisp offers a human touch to the customer service experience, earning a 4.7 out of 5-star rating with 19 total reviews. While it may have fewer reviews than other alternatives, its focus on delivering personalized customer service through live chat and chatbot capabilities is noteworthy. A free plan is available to get started.

These alternatives to Gorgias cater to different aspects of customer support and may align more closely with specific business requirements.

Bottom Line

In conclusion, the Gorgias Helpdesk & Live Chat app is a formidable solution for Shopify merchants looking to elevate their customer support game.

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