Gorgias Pricing & Features: Everything You Need to Know

Your customer support efficiency depends on two factors. Compare it to riding a car: you’ve got a vehicle and a driver, right? The same goes for customer services: you need a reliable customer support team and customer service software. 

Gorgias is one of the on-demand platforms offering a variety of customer support features. With $72.6 million of revenue in 2024, it has secured a loyal user base and continues its expansion. The company values its ability to streamline and boost ticket processing and customer service processes with tech and AI innovation. Its design and minimalist layout make it a great fit for teams of all sizes. And yet, there’s a question of pricing and functionality that some might find crucial to consider.

Is Gorgias worth your wallet? Let’s find out. 

What Is Gorgias?

Time to start with the basics: What is Gorgias? It’s a customer service management software. The company was founded in 2015 in Paris, starting as a simple Chrome extension. Gorgias has more than 12,000 customers worldwide and offices in Toronto, San Fransisco, Buenos Aires, and other cities. Its total funding is $75 million, and the business has a 3.9 rating on TrustPilot and 4.3 on Glassdoor. Some of Gorgias’ clients are Reebok, Olipop, and Princess Polly. Currently, Gorgias plans to expand its tool range with an emphasis on automation and faster ticket processing. 

Gorgias’ Functionality: All You Need to Know

Now that you know what is Gorgias, it’s time to explore its features. 

• Platform integration. Gorgias integrates with major e-commerce platforms like Shopify, Instagram, TikTok, X, Gmail, Facebook, Slack, and others. It also perfectly connects with Klaviyo, Yotpo, Recharge, Loop Returns, and Aircall. This universality makes such software a good fit for businesses needing universality. 
• High user number. Aside from the Starter plan, where only 3 seats are allowed, Gorgias has a fixed number of users for all plans: 500. This is a pretty high number compared to many of its competitors, who have much lower proposition for lower-priced models.
• Automation. Gorgias prioritizes automation and better response time for all of its plans aside from Basic. It uses AI to provide 24/7 responses to repetitive customer questions and boost communication without agents’ help.
• Shared inbox. Gorgias allows businesses to manage customer interactions from email, live chat, social media, and SMS within a centralized inbox. This makes communication simpler, easier, and faster. 
• Macros and templates. Gorgias gives its customers macros and smart templates for pre-written responses to commonly occurring questions and requests. These templates can include dynamic variables such as customer names and order details, making responses both fast and personalized. 
• Team collaboration functions. The platform boosts collaboration by offering internal notes and ticket assignments — this cuts the edges on unnecessary communication and focuses on solving the matter. 
• Support services. Every plan has distinct support alternatives, but users report Gorgias’ customer support channels as fast and reactive, meaning all payment models receive high-quality assistance.

Gorgias Pricing: The Good and the Bad

Companies can calculate Gorgias pricing by themselves and evaluate if it suits their needs. Gorgias claims to cover anywhere from 10 to 10,000 tickets per month, and their number is the primary factor in pricing. 

However, here’s the general overview of Gorgias pricing without considering ticket differences. Gorgias plans below are just examples, and overall payment can differ based on additional features companies need.

Basic, Pro, and Advanced plans have 500 seats each, allowing businesses to have freedom in the number of users for customer services. 

On top of the Helpdesk basic features, Gorgias pricing can also provide AI automation for additional pay. The price varies depending on the automation percentage, meaning a certain number of tickets gets processed with the help of AI. 

Some users have reported using the system that suits them most — even the Starter — and just getting charged additionally in case of overuse. However, doing so repeatedly can lead to higher costs than simply paying for a more suitable plan. 

Gorgias Pros and Cons: What to Look Out For

Let’s look at this customer service software’s key pros and cons.

Gorgias Pros: What’s So Attractive About It?

With so many companies choosing Gorgias, its value can’t be denied — and here’s what makes it so appealing. 

• User-centric interface. Unlike some other customer support management systems, Gorgias is pleasant and easy to use and constantly attempts to simplify its exploitation. Its design doesn’t overwhelm the agents with complex details. Its minimalist and intuitive approach simplifies the process of team adaptation and makes it a good tool for what we’re discussing next.
• Accessible. With a comfortable and responsive functionality, Gorgias is easy to learn, even for people without much tech knowledge. Teams can master the tool fast, shortening the steep learning curve and making fewer mistakes even during the first days. 
• Seamless e-commerce integration. Gorgias works well with major e-commerce businesses, allowing support agents to access customer order details, issue refunds, modify orders, and process cancellations directly within the helpdesk. This centralized ability to manage all tasks in one place significantly boosts productivity.
• AI and automation. Gorgias automation cuts repetitive messages and inquiries, providing round-the-clock support to clients when the team is off. AI can successfully solve questions that don’t require human intervention and reduce response time and team overload. Businesses can also create custom automation rules to auto-assign tickets to certain agents or teams. 
• Omnichannel support. This tool seamlessly gives support agents access to all platforms simultaneously, reducing the unnecessary time spent switching between them. It’s a straightforward and helpful solution for all businesses operating across different apps and websites.
• Live chat and engagement improvement. Businesses can add a live chat widget to their website to provide instant support and boost engagement. This also covers automated live chat messages for visitors, including proposing discounts and help to new clients. 

Gorgias Cons: What to Be Careful About

Despite Gorgias’ advantages, there are deal-breakers you should be aware of. 

• Pricing. Even Gorgias pricing is flexible, many users comment that it’s too expensive for small and middle businesses. The platform charges based on the number of tickets handled, meaning that costs can rise quickly as support volume increases. Smaller companies may find it difficult to justify the expense compared to more budget-friendly alternatives. 
• Limited e-commerce and social media functionality. Although Gorgias has a base of e-commerce and social media platforms, some of its rivals have a better and more diverse proposition. This makes Gorgias a less appealing option for businesses that heavily rely on social media diversification or want to collaborate with e-commerce platforms it doesn’t have. 

Is Gorgias the Right Fit for You?

Like any other platform, Gorgias can be perfect for some and disastrous for others. 

Pricing is one of the main roadblocks that can stop companies from choosing it — if its models are too high for you, look elsewhere; you can find more affordable variants. You can easily visit the official site and solve that debate for yourself. The same goes for the stage your company is in. For instance, if you aren’t sure about the number of tickets you expect to process monthly, it might lead to unintentional over-expenditures. 

If you run your business on e-commerce platforms like Shopify, Magento, or BigCommerce and want to automate your performance, Gorgias offers one of the most seamless integrations available. You can quickly convert your monetary investments into customer loyalty due to its first-class performance in large online business platforms. But this software can be somewhat lacking if your company doesn’t focus on e-commerce. It does not have built-in CRM features or a native knowledge base for self-service support, and it won’t give the full range of features that some customer management systems have. 

And as we’ve mentioned earlier, your business size determines whether Gorgias is for you. Gorgias won’t suit your goals if you have a small to medium business and won’t likely have many orders or incoming inquiries. Other more generalized software pieces might be cheaper and more responsive. 

Final Thoughts

Gorgias is a reliable customer support software with a name. Its functionality makes it a suitable go-to for larger businesses with loyal customers. At the same time, it’s not the best option for smaller companies that might find Gorgias pricing too high compared to its more affordable competitors. 

You’ve got the power to choose the right tool for you. When picking Gorgias or something else, think about the potential as well. Your business will grow, and you’ll need a platform that will match that expansion in pricing, ticket size, and platforms you plan to be present at. With this long-term vision in mind, you’ll make the decision benefitting you now and in the future.

Still not sure what to choose? Check out our reviews of other platforms:

Richpanel Review

Sprout Review

Zoho Review

HubSpot Review

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