Gorgias

Gorgias Review: The All-in-One Helpdesk Built for Ecommerce

For online store owners, managing customer queries across email, live chat, and social media can be a chaotic, time-sink. Gorgias emerges as a powerful antidote to this chaos, positioning itself as a unified helpdesk designed exclusively for ecommerce.

Features & Benefits:

Gorgias’ core strength is its seamless integration. It funnels tickets from every channel—including email, Facebook, Instagram, X, SMS, and your live chat—into a single, clean dashboard. This alone eliminates tab-switching fatigue and ensures no customer ever slips through the cracks.

Beyond unification, its game-changing features are deeply connected to your store’s backend. The Macros feature allows you to create one-click responses that can not only answer questions but also perform actions like processing returns, checking order status, or applying discounts directly from the ticket. This automates up to 30% of repetitive tasks, a massive boost for agent productivity.

Furthermore, its Customer Context is invaluable. Every ticket displays the customer’s entire order history, lifetime value, and cart activity, empowering your team to provide personalized, efficient support without jumping between apps.

Pricing & Plans:

Gorgias offers a tiered pricing structure starting with a Starter plan at $10/month per seat (billed annually), which includes the essential unified inbox and basic automation. Its Pro plan ($60/month/seat) unlocks powerful features like advanced automation, customer satisfaction scores, and deeper integrations. Higher tiers (Advanced, Enterprise) cater to larger brands needing custom fields, HIPAA compliance, and dedicated support.

Customer Support:

Support is primarily offered via 24/7 email. Higher-tier plans gain access to live chat and eventually a dedicated account manager. Their help center is comprehensive, though some users on entry-level plans may desire more immediate support channels.

Verdict:

Gorgias is not just a helpdesk; it’s a force multiplier for ecommerce support teams. By deeply integrating with your store and automating repetitive tasks, it enables faster resolutions and dramatically improves agent efficiency. While pricing can scale with growing businesses, the ROI in saved time and improved customer experience makes Gorgias an indispensable tool for serious online retailers.

Ideal for: Fast-growing ecommerce brands using Shopify, BigCommerce, or Magento that want to scale their support efficiently and leverage automation.