Gorgias Review: Possibly The Best Help Desk Software?

‍

A company's success highly depends on customer service, starting with the help desk team. The quality of customer support is one of the most critical factors determining whether or not your business thrives.

Failure to provide customer support can be detrimental to your business. On the other hand, providing and tracking customer support through a manual system is tedious, resource-intensive, and highly prone to errors.

Luckily, there are numerous help desk software to help with customer service. However, not every help desk software is created equal, so you must choose the right solution for your needs.

‍

‍

Gorgias - Help Desk Software

‍

‍

Gorgias provides a way for independent e-commerce brands to have access to high-end customer support services. By integrating with other tools, it allows support agents to have the necessary context before responding to questions. It can help you save time by automatically responding to simple client questions, so you and your team can focus on activities that generate revenue. In addition, Gorgias tracks how your customer service affects your sales, so you can ensure that your customer contacts are part of a successful sales strategy

‍

Gorgias - Features

‍

‍

Ticket management

‍Your customers can create and resolve their tickets through Gorgias. Some customers find this helpful for technical support, where they have complex issues or have forgotten a step in the process.

Autoresponders

‍Gorgias includes an autoresponder that allows your business to respond to customer messages automatically. You can use this feature to test out different types of responses that your customers may need. For example, you may wish to set up an autoresponder reminding customers of billing dates or sending automated offers for special deals. Gorgias also allows you to set up automatic service-level agreements (SLAs) based on the usage of your applications and services.

Chat Campaigns

Using chat campaigns to engage with customers is a great way to increase sales. By starting a live conversation when they visit your website, you can showcase your products and help them make a purchase.

Social Media Sentiment Analysis

The AI engine scan the web for positive or negative feedback on your product, then displays what it finds within the app. This can help you track and monitor social media to identify customers and demonstrate your customer service.

‍

Gorgias - Pricing

‍

‍

Gorgias' help desk software is unique in that it charges you based on the number of tickets you use per month, rather than a fixed amount.

The Basic plan will cost you $50 per month and offer up to 300 tickets. You’ll then need to pay $40 for every additional 100 tickets. You will get full access to all the basic features Gorgias has to offer, including unlimited users, social media integration, live chat, macros, etc.

The Pro plan will cost you $300 per month and give you 2,000 tickets. For an additional 100 tickets, you will have to pay $36. In this plan, you get access to a few extra features, including a guided onboarding process, user permissions, satisfaction surveys, chat campaigns, etc.

Next, you get a monthly quota of 5,000 tickets for $750/month if you go for the Advanced plan. Gorgias also offers a free plan for evaluating the system. But you will need an active e-commerce shop to use it.

‍

Gorgias - Pros & Cons

Pros

Effective custom email templates

Very capable customer support tool

Free trial option

Access to surveys for customer satisfaction

Free Chrome extension

Access to rules and auto tags

Plenty of integrations available

Cons

Best for ecommerce

Automation is only available as an add-on

‍

Final Thoughts

Gorgias feels like a more polished help desk software, the amount of features, integrations and the great flexibility it offers, makes it stand out. The only drawback I can think of is the fact that it's features are best suited to be part of an ecommerce store. That being said I still think its the best help desk software, regardless of the industry you're going to use it for.

‍

‍

‍