Focused on ecommerce brands, Gorgias offers some unique functionality you’re unlikely to find elsewhere. The customer support platform includes several features specifically designed for online stores, like seamless Shopify integrations and self-service order status updates.
Let's dive into what our team loves most about Gorgias!
Gorgias boasts a wide range of features specifically designed for online stores. For starters, it integrates with multiple eCommerce platforms and apps, including:
Gorgias’ Shopify integration is particularly robust, enabling agents to create and cancel orders, apply discounts, and issue refunds without ever leaving the helpdesk. This adds another level of security, since there’s no need to share Shopify credentials with agents.
You can also:
Another benefit with Gorgias is that their eCommerce compatibility isn’t limited to just one brand. Agents can manage inquiries from multiple stores within a single helpdesk. To ensure better consistency and prevent agents from responding from the wrong account, you can equip each brand with its own:
Customer interactions are additionally equipped with a helpful sidebar containing additional information like order history.
Since Gorgias was specifically designed for eCommerce customer support teams, you don’t have to waste valuable time attempting to tailor a more generalized solution to fit your unique requirements. You also aren’t paying for features you don’t need, like product tours or technical knowledge bases, that may be more applicable to B2B tech companies than online stores.
Gorgias’ eCommerce capabilities extend to its chat widget—especially the self-service portal. Customers can input their email address or phone number and immediately access information related to their order. Using custom parameters, you can also enable customers to initiate returns and cancellations—but only if they meet your customer service policy.
Gorgias estimates status requests make up 30% of ticket volume for online stores. The self-service portal uses automation to simultaneously relieve busy customer service teams and offer a major convenience to customers.
Gorgias uses a single helpdesk to centralize multiple support channels, each equipped with helpful features to streamline communication:
Multi-channel support is a common feature among customer support platforms, but Gorgias still found a way to incorporate several features to accommodate eCommerce customer interactions.
We think Gorgias is a good option for online brands to consider. You can access unique features specifically designed for eCommerce customer service teams, without having to sacrifice the standard functionality that’s crucial to any customer service organization.
Like any other solution, Gorgias has some distinctive challenges which may or may not be a dealbreaker—but that’s for you to decide. Let's dive into the things you may struggle most with if you pick this ecommerce help desk software.
There’s a lot you can automate in Gorgias, including ticket assignments, replies and order status updates. One thing the platform lacks, however, is a true time-based automation feature. For example, it’s not possible to auto-tag tickets as “high priority” if three hours have elapsed since they were received, or apologize to customers via live chat if they haven’t received a response for several minutes.
In Gorgias, you can create a rule to “snooze” tickets, and then un-snooze after a set amount of time. However, be aware that snoozed tickets aren’t visible in the regular queue, and require a custom view to access.
Gorgias’ automation capabilities are also limited when it comes to tagging. The platform uses auto-tags to bundle relevant tickets together by topic, i.e. “Returns”, “Order Status”, etc. However, this feature isn’t always reliable, causing Gorgias to occasionally re-direct tickets to the incorrect group. This can be especially problematic if agents miss tickets because they weren’t accurately tagged.
Auto-tags can also be excessive. As one customer noted on G2: “While the tagging system is great, it can sometimes apply too many automatic tags, which in turn makes it difficult to find a ticket at a later date.”
Additionally, some reviewers complained about customer tickets being erroneously flagged as spam and filtered from the main helpdesk.
Instead of relying exclusively on Gorgias for auto-tagging, manually configure your own workflows. For example, you can use custom if-then rules to automatically tag tickets containing the phrase “Still haven’t received” as “Order status”. That way, you’ll still be covered in case Gorgias misses the occasional ticket. You can also indicate a specific dollar amount or volume of orders within the auto-tag rule to ensure tickets from high value or VIP customers don’t fall through the cracks.
Although more commonly associated with hefty SaaS contracts, Service Level Agreements or SLA’s can also be used in a more informal capacity for setting customer expectations and communicating expected response times.
The latter is certainly manageable in Gorgias—however, if you’re an enterprise organization or selling complex products and services, another big challenge with the platform is that it currently lacks built-in SLA functionality. Workarounds in Gorgias can be time consuming and complex, and require using custom fields and views or third-party integrations for SLA tracking.
Larger companies may be better suited to solutions like Zendesk or Zoho Desk, both of which have robust SLA features. However, if you don’t require full-fledged SLA workflows, this issue in Gorgias may still be fixable.
The first way is using the “Views” feature, which consolidates tickets according to predefined filters. You can create and use customized “Views” to group open tickets by time elapsed since they were received, which helps agents prioritize. You can also create a designated section for time-based SLA tickets in the navigation sidebar.
Get more time back in your day. Ditch the demos and see how the products work for yourself. With TestBox, the buying experience might actually be... enjoyable? 🤩
.jpeg)
Start comparing the best products on the market — on your terms.
