[ Gorgias Reviews ](https://www.g2.com/products/gorgias/reviews) [ Gorgias Reviews ](https://www.g2.com/products/gorgias/reviews) # Gorgias Features ##### ## Platform (6) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Integration Integrates with other customer service software to improve support and enhance functionality Reporting Provides analytics tools that reveal important business metrics and track progress Dashboards Displays important metrics relating to performance Show More ##### ## Ticket and Case Management (8) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Show More ##### ## Communication Channels (5) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Voice Make and receive calls directly in the application. Track and record calls for analysis. Show More ##### ## Self-Service Experience (5) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Communication (5) Pop-up Chat Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. Notifications Delivers notifications to both sides of the conversation. Targeted Emails Sends automated emails to further engage clients and potential clients. In-App Messaging Allows for live chat to be enabled within the app for customer help. Co-Browsing Allows agents to join a customer's browser session and navigate through the website with them. Show More ##### ## Internal Use (6) Customization Allows users to customize chat colors, text, logos, and branding. Conversation Archiving Archives conversations in a separate location for later reference. Lead Development Enables employees to denote potential customers. Knowledge Base Establishes a knowledge base for employee reference during conversations. Team Inbox Provides a central location for help requests, helping employees respond sooner. Customer Profiles Allows for the creation of profiles for contacts and customers. Show More ##### ## Process (3) Mentions Scours various channels for brand mentions to proactively seek reparative communications. Tickets Creates and assigns support tickets, scheduling them in a timely manner. Macros Allows administrators to create templated responses to frequently asked questions. Show More ##### ## Channels (10) Email Ability to connect agents with customers through Live Chat. Social Connects employees with customers through a social media solution. Live Chat Ability to connect agents with customers through email. Phone Connects employees with customers through a calling solution. Text Ability to connect agents with customers through text message solution. Social Media Conversations enacted over social media. Website Conversations enacted through embedding or pop-ups on websites. Text Message (SMS) Conversations enacted through text message (SMS). Voice Assistants Conversations enacted through voice assistants. Other Conversations enacted through other channels. Show More ##### ## Insight (4) Surveys Provides opportunity for customers to give feedback through a survey. Reporting Enables administrators to create customized reports reflecting customer satisfaction. Visitor Activity Allows administrators to track visitor activity to understand the research that was done before turning to customer service. Help Desk Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. Show More ##### ## Messenger (4) Sequencing Mapped-out responses for conversations. AI Artificial intelligence (AI) and chatbot involvement. Live Chat Live human component of conversations. Customization Interface Quality of interface for designing and customizing conversation maps. Show More ##### ## Customers (5) Targeting Overall quality of customer targeting based on needs or situations. Profiles Creation and modification of customer profiles based on conversations. Analytics Reporting based around specific and overall conversation results. Lead Gathering Capture and organization of leads from conversations. Sales Conversion Success rate of conversations leading to customer purchases. Show More ##### ## Lead Facilitation (4) Customer-facing Chatbot Offers a chatbot to initiate and carryout inital conversations with prospects and leads. Lead Qualification Automatically calculates which leads are the most likely to become a customer. Lead Follow-up Automatically contacts all leads. Meeting Scheduling Utilizes natural language processing to set up meetings. Show More ##### ## Organization (3) Opportunity and Pipeline Management Manage sales opportunities through their lifecycle from lead to order. Track stages, values, and probabilities of close. Manage sales pipelines by individual sales rep, team, region, and company-wide. Data Entry Automates the entry of collected data. Integrations / APIs Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. Show More ##### ## Performance Analysis (2) Coaching Provides real-time coaching to sales representatives. Peformance Tracking Tracks and analyzes sales representative performance. Show More ##### ## Sales Analysis (2) ROI Forecasting Measure return on investment and leverage data to predict profitability of future projects. Sales Forecasting Enables projection of sales revenue, based on historical sales data, analysis of market surveys and trends, and salespersons' estimates. Show More ##### ## Conversational Platform (4) Personalization Identifies the customer and personalizes interaction at every touchpoint. Omnichannel Allows multiple related channels to interact at once to reduce transfers. Contextual Engagement Prompts agents to engage customers based on contextual data, such as product usage or conversation history. Proactive Engagement Provides features for sending outbound messages to engage customers through proactive support. Show More ##### ## Support Automation (4) Intelligent Routing Can route contacts to agents the customer has worked with before. Seamless Escalation Provides features for escalating conversations to the appropriate agent. Transcripts Maintains a transcript of conversations from all channels. Self-Serve Support Enables customers to resolve queries or issues without the assistance of an agent. Show More ##### ## Customer Support (3) Text Is able to process inquiries submitted by text data from live chat, email, or SMS Speech Comprehends human speech and can transcribe it to text for processing Knowledge Base The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries Show More ##### ## Automation (6) Ticket Resolution The platform is able to automatically determine how to resolve help tickets without assistance by human agents Customization The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence Intelligent Routing When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to Customer Interaction Automation Allows users to automate responses to customer inquiries across various channels. Feedback Collection Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. Document Processing Allows users to automate the handling, processing, and management of documents. Show More ##### ## Artificial Intelligence (3) Learning The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses Language Multilingual capabilities allow the AI to process inquiries from many languages Conversational AI The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers Show More ##### ## Generative AI (14) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Autonomy (4) Independent Decision Making Allows the AI agent to learn from interactions and adapt its responses accordingly. Adaptive Responses Allows the AI agent to learn from interactions and adapt its responses accordingly. Task Execution Provides the AI agent the ability to execute tasks without requiring constant user input. Problem Solving Allows the AI agent to identify and resolve issues without user intervention. Show More ##### ## Customer Query Resolution - AI Customer Support Agents (5) Automated Ticket Resolution Allows the AI agent to autonomously resolve customer queries without human intervention. Contextual Response Generation Enables the AI agent to provide accurate answers based on the context of customer inquiries. Sentiment Analysis Allows the AI agent to analyze customer sentiment and adjust responses accordingly. Knowledge Base Utilization Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. Multilingual Support Provides users the ability to interact with the AI agent in multiple languages for global support. Show More ##### ## Customer Interaction Automation - AI Customer Support Agents (4) Proactive Customer Outreach Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers. Feedback Collection Provides users the ability to automate gathering and analyzing customer feedback after interactions. Escalation Handling Allows the AI agent to identify when issues require human intervention and escalate them appropriately. Workflow Optimization Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times. Show More ##### ## Conversational AI - Conversational Commerce Platforms (5) AI chatbots Allow Gen AI powered chatbots to provide intelligent responses and tailored product recommendations. Messaging and Notifications Trigger messages based on specific customer actions such as personalized messages, promotions or cart abandonment. AI agents Use Agentic AI to deliver superior customer engagement through human-like conversations. Voice assistants Allow users to use voice assistants, such as Alexa, Google Assistant, and Siri to shop using voice commands. Communication apps Enable users to engage in communication apps such WhatsApp, Facebook Messenger, Instagram, WeChat etc. Show More ##### ## Platform integration - Conversational Commerce Platforms (4) Ecommerce stores Allow integration with e-commerce stores to import products, manage inventory and get order notifications. Sales channels Add conversational commerce functionality across various sales channels and customer touchpoints. Payment Platform Integrate with payment platform for accepting payments from the chat interface Internal tools Integrate with CRM, POS or any marketing marketing tools for sending discounts, offers, recommendations and personalized campaigns. Show More ##### ## Analytics and Reporting - Conversational Commerce Platforms (2) Conversational analytics Provide insights into customer behavior, sales trends, and chatbot performance. Advance reporting Track KPIs like customer satisfaction, conversion rates, and overall sales driven by conversational channels. Show More ##### ## Agentic AI - Customer Self-Service (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - AI Sales Assistant (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Conversational Marketing (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ## Top-Rated Alternatives [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5 (6,629) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![Fin](https://images.g2crowd.com/uploads/product/hd_favicon/5d5fd30de40ef30f077664aa44f9775a/fin.svg "Fin") Fin 4.5/5 (3,706) ](https://www.g2.com/products/fin/reviews) [ ![Tidio](https://images.g2crowd.com/uploads/product/hd_favicon/5a3c39079f10e3e53bd18da51a13870e/tidio.svg "Tidio") Tidio 4.6/5 (1,842) ](https://www.g2.com/products/tidio/reviews) [ View All Alternatives ](https://www.g2.com/products/gorgias/competitors/alternatives) Gorgias Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b4de3f87b12321882f19b7a93f94109c/zendesk-for-customer-service.png "Product Avatar Image") Zendesk for Customer Service 4.3/5 (6,988) [ Compare Now ](https://www.g2.com/compare/gorgias-vs-zendesk-for-customer-service) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_dcff9843c01cc56ba08d3a75c73a77ea/gladly.png "Product Avatar Image") Gladly 4.7/5 (1,112) [ Compare Now ](https://www.g2.com/compare/gladly-vs-gorgias) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_8eac408c131f013530178efd9a9ca600/freshdesk.png "Product Avatar Image") Freshdesk 4.4/5 (3,750) [ Compare Now ](https://www.g2.com/compare/freshdesk-vs-gorgias) ##### Categories on G2 [ AI Sales Assistant ](https://www.g2.com/categories/ai-sales-assistant)[ Live Chat ](https://www.g2.com/categories/live-chat)[ AI Customer Support Agents ](https://www.g2.com/categories/ai-customer-support-agents) [ Conversational Marketing ](https://www.g2.com/categories/conversational-marketing)[ Customer Self-Service ](https://www.g2.com/categories/customer-self-service)[ Help Desk ](https://www.g2.com/categories/help-desk)[ Conversational Support ](https://www.g2.com/categories/conversational-support)[ Social Customer Service ](https://www.g2.com/categories/social-customer-service)[ Digital Customer Service Platforms ](https://www.g2.com/categories/digital-customer-service-platforms)[ Customer Service Automation ](https://www.g2.com/categories/customer-service-automation)[ Conversational Commerce Platforms ](https://www.g2.com/categories/conversational-commerce-platforms) Show More ##### Explore More [ Leading conversation analysis software for small business ](https://www.g2.com/discussions/what-s-the-leading-conversation-analysis-software-for-small-businesses)[ What tool offers the most advanced audience segmentation features? 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