Gorgias ‑ Live Chat & Helpdesk

Gorgias is a customer service help desk designed for ecommerce stores. They integrate with Shopify, BigCommerce & WooCommerce. They have a great integration with Shopify that helps support agents to deliver great customer support seamlessly. 

Pros:

• Gorgias has deep integration with Shopify that enables you to pull customer data right into the dashboard. Additionally, it also helps in modifying an order, initiating refunds, and a range of things that you otherwise need to visit the Shopify admin dashboard to execute. 
• You can use custom tags and use them to tag conversations for future reference in Gorgias. 
• Gorgias integrates with most of the channels where you can receive a support query like email, Facebook, Instagram, etc.
• You can create highly customized Macros to automate replies to frequently asked questions. 
• Finally, they have intent-detection, which enables you to detect customer intents like shipping, refund, exchange, and many others. You can then set up automatic replies or route the tickets with tags.

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Cons:

• Gorgias is not very simple to use. There’s a steep learning curve to draw value out of the product properly.
• It’s extremely expensive. The plan with all the features costs $750/month with a cap of 6000 tickets/month.
• Collaboration is not particularly easy on Gorgias. It’s difficult to hand over a conversation to a different support rep or ask someone for help when you need it. You might end up using another internal chat tool to collaborate within your team. 
• While this is more down to personal preference, a lot of customers say that Gorgias is more of a ticketing system than a conversation tool. In 2021, store owners love to converse with their customers as opposed to treating them like lifeless tickets.