The Best Customer Service and Live Chat Help desk For Shopify, Magento and BigCommerce
Gorgias is a help desk (help center or customer support) for eCommerce stores that allows your customer service team to manage all of your support, customer service in one place.
Top Shopify stores use Gorgias to reduce ticket first response time and increase the efficiency of their customer support teams.
Using Gorgias gives your customer support team a true all-in-one help desk experience across email, live chat, phone, Facebook, Instagram, contact us page in one unified view to streamline your support tickets, saving you time and money.
As opposed to solutions like Zendesk or Freshdesk, Gorgias has an extremely powerful integration with Shopify and Shopify Plus, so that you can see order details for a customer, and refund, cancel, duplicate orders without leaving the help desk app.
Connect the most popular apps to allow you to cancel recurring subscriptions, modify loyalty points, and more functionality, without leaving your help desk!
Use templates, automation, rules, and macros to cut support time. Your support team will be more productive and your customers will love you for it.
(1) Provide Customer Service On Every CRM Channel
– Manage conversations from email, live chat, phone, and social in one helpdesk
– See the full customer live chat and message history across different channels in one view
– Support for multiple stores
(2) Cut Customer Support Time In Half
– See customer support details and orders right next to the ticket
– Use Macros (variables like order status, shipping date, etc.) to pre-fill answers
– Respond in one click using pre-made templates
– Respond instantly with live chat
(3) Eliminate Ticket Backlog
– Set up automated responses & bot to common tickets like “where’s my order?”
– Create rules to manage your inbox, like tagging a ticket as urgent if it has the word ‘refund’
(4) Increase Conversions And Revenue
– Live Chat with customers currently on your store
– See which pages they’re on and their purchase history
– Trigger Live chats and contact form on important pages, like the checkout, and soon use Apple
Pay
(5) Do More Than Reply
– Integrate other apps to your customer service app: loyalty, payment, shipping, ping & apple pay (soon)
– Perform actions like awarding loyalty points without leaving the chat
– Cancel, refund, or duplicate orders with a click from inside Gorgias
Integrates with ReCharge, Shipstation, Messenger, Aircall, LoyaltyLion, +40more
Jake K.
Advanced user of Gorgias
★★★★★
Fantastic platform with excellent customer success support!
What do you like best?
Gorgias has fantastic Shopify integrations. We moved from Zendesk a little over 6 months ago and we are thrilled with the switch.
Providing epic Customer Service is all about the build, tracking industry trends, adjusting processes as needed, and building out systems for success. It only makes sense that a phenomenal Help Desk Platform provides some of the best B2B customer success support!
Shout out to Patrick & Mustafa for the continued help building out our Help Desk since the very start! The fact that you can get on a screen-sharing call at almost a moment's notice and have a skilled industry professional assisting in solving any question, issue, or idea in real-time is a great tool.
It is very cool to see the changes and features added and to see how Gorgias has grown since making the switch during the summer of 2020 and always appreciated to see this company's CEO Romaintaking real-time questions and feedback once a month on the highly helpful monthly Product Webinar.
Gorgias + Gorgias users are also very involved in a social/professional Facebook group where you can learn about new updates, industry standards, and helpful tips.
Can't wait to see what this company does within the next few years.
What do you dislike?
Would love to see macro descriptions and the option to merge tags from different pages.
Can't wait to see an edit Shopify order function within the help desk and the self-help customer service portal full implementation (we are on the beta version and it is working great).
Chat campaign statistics would be great.
Ticket 'types' or 'groups' would potentially be helpful instead of only tags.
The option to change "private" views to ''shared'' or 'group private views' ( for admins) would make communications between management smoother.
Recommendations to others considering the product:
If you have a Shopify Plus store and you are struggling with efficiency, Gorgias can probably help!
What problems are you solving with the product? What benefits have you realized?
The customer support is phenomenal. The fact that they get on a screen share call at almost a moment's notice and troubleshoot issues and provide great advice is priceless.
Just the fact that we are done switch tabs or having hundreds of tabs open at once proves the efficiency that we didn't realize we were capable of before making the switch. Our team's Command > C and Command > V wish the useful integrations, easy macro building, and snoozing a huge thank you!
Review source: G2.com
