Gorgias Features

Based on 100 Gorgias reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 130 Gorgias reviews.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 141 reviewers of Gorgias have provided feedback on this feature.

Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 140 Gorgias reviews.

Provides analytics tools that reveal important business metrics and track progress This feature was mentioned in 133 Gorgias reviews.

As reported in 137 Gorgias reviews. Displays important metrics relating to performance

Based on 181 Gorgias reviews. User Experience of creating and submitting a ticket

User Experience of responding and receiving a response This feature was mentioned in 183 Gorgias reviews.

Route tickets based on values of fields, changes to ticket status and time based conditions This feature was mentioned in 181 Gorgias reviews.

Based on 170 Gorgias reviews. Respond to common requests with standard reply

Based on 132 Gorgias reviews. Offers tools for managing and tracking service-level agreements (SLAs)

Documents and files can be attached to the ticket to communicate with customer issues/resolutions 168 reviewers of Gorgias have provided feedback on this feature.

Based on 171 Gorgias reviews. Share and collaborate on tickets with multiple customer service representatives

Based on 168 Gorgias reviews. Central repository for account and contact information

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents 147 reviewers of Gorgias have provided feedback on this feature.

As reported in 159 Gorgias reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Ability for customer service agents to communicate with customers via live chat to solve problems live 150 reviewers of Gorgias have provided feedback on this feature.

As reported in 158 Gorgias reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Make and receive calls directly in the application. Track and record calls for analysis. 91 reviewers of Gorgias have provided feedback on this feature.

Provides a repository of information that can be used by those seeking support. This feature was mentioned in 161 Gorgias reviews.

Makes articles in the knowledge base searchable on the web. 153 reviewers of Gorgias have provided feedback on this feature.

Based on 118 Gorgias reviews. Enables users to engage with other users to solve common issues.

Based on 136 Gorgias reviews. Optimizes the customer self-service experience on mobile devices

Based on 152 Gorgias reviews. Gives the user targeted, personalized results based on their activity or preferences

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 148 Gorgias reviews.

Automates some or all operation related tasks This feature was mentioned in 171 Gorgias reviews.

Utilizes artificial intelligence to improve workflows or customer experiences 141 reviewers of Gorgias have provided feedback on this feature.

Based on 173 Gorgias reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. This feature was mentioned in 169 Gorgias reviews.

Based on 182 Gorgias reviews. Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients. This feature was mentioned in 124 Gorgias reviews.

Allows for live chat to be enabled within the app for customer help. This feature was mentioned in 122 Gorgias reviews.

Based on 96 Gorgias reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 130 Gorgias reviews.

Based on 152 Gorgias reviews. Archives conversations in a separate location for later reference.

Enables employees to denote potential customers. 113 reviewers of Gorgias have provided feedback on this feature.

As reported in 135 Gorgias reviews. Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner. This feature was mentioned in 143 Gorgias reviews.

Allows for the creation of profiles for contacts and customers. This feature was mentioned in 165 Gorgias reviews.

Based on 148 Gorgias reviews. Scours various channels for brand mentions to proactively seek reparative communications.

Based on 177 Gorgias reviews. Creates and assigns support tickets, scheduling them in a timely manner.

As reported in 175 Gorgias reviews. Allows administrators to create templated responses to frequently asked questions.

Ability to connect agents with customers through Live Chat. 176 reviewers of Gorgias have provided feedback on this feature.

Connects employees with customers through a social media solution. 167 reviewers of Gorgias have provided feedback on this feature.

Based on 149 Gorgias reviews. Ability to connect agents with customers through email.

Connects employees with customers through a calling solution. 91 reviewers of Gorgias have provided feedback on this feature.

As reported in 94 Gorgias reviews. Ability to connect agents with customers through text message solution.

Conversations enacted over social media.

Conversations enacted through embedding or pop-ups on websites.

Conversations enacted through text message (SMS).

Conversations enacted through voice assistants.

Conversations enacted through other channels.

Provides opportunity for customers to give feedback through a survey. This feature was mentioned in 112 Gorgias reviews.

Based on 144 Gorgias reviews. Enables administrators to create customized reports reflecting customer satisfaction.

As reported in 115 Gorgias reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. This feature was mentioned in 141 Gorgias reviews.

Mapped-out responses for conversations.

Artificial intelligence (AI) and chatbot involvement.

Live human component of conversations.

Quality of interface for designing and customizing conversation maps.

Overall quality of customer targeting based on needs or situations.

Creation and modification of customer profiles based on conversations.

Reporting based around specific and overall conversation results.

Capture and organization of leads from conversations.

Success rate of conversations leading to customer purchases.

Offers a chatbot to initiate and carryout inital conversations with prospects and leads.

Automatically calculates which leads are the most likely to become a customer.

Automatically contacts all leads.

Utilizes natural language processing to set up meetings.

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.

Automates the entry of collected data.

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.

Provides real-time coaching to sales representatives.

Tracks and analyzes sales representative performance.

Measure return on investment and leverage data to predict profitability of future projects.

Enables projection of sales revenue, based on historical sales data, analysis of market surveys and trends, and salespersons' estimates.

Identifies the customer and personalizes interaction at every touchpoint.

Allows multiple related channels to interact at once to reduce transfers.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support.

Can route contacts to agents the customer has worked with before.

Provides features for escalating conversations to the appropriate agent.

Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent.

Is able to process inquiries submitted by text data from live chat, email, or SMS

Comprehends human speech and can transcribe it to text for processing

The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

The platform is able to automatically determine how to resolve help tickets without assistance by human agents

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence

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

Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents.

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

Multilingual capabilities allow the AI to process inquiries from many languages

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

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

As reported in 14 Gorgias reviews. Allows users to generate text based on a text prompt.

As reported in 14 Gorgias reviews. Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs. 14 reviewers of Gorgias have provided feedback on this feature.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt. This feature was mentioned in 13 Gorgias reviews.

Condenses long documents or text into a brief summary. This feature was mentioned in 13 Gorgias reviews.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Allows the AI agent to autonomously resolve customer queries without human intervention.

Enables the AI agent to provide accurate answers based on the context of customer inquiries.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.

Provides users the ability to interact with the AI agent in multiple languages for global support.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately.

Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Allow Gen AI powered chatbots to provide intelligent responses and tailored product recommendations.

Trigger messages based on specific customer actions such as personalized messages, promotions or cart abandonment.

Use Agentic AI to deliver superior customer engagement through human-like conversations.

Allow users to use voice assistants, such as Alexa, Google Assistant, and Siri to shop using voice commands.

Enable users to engage in communication apps such WhatsApp, Facebook Messenger, Instagram, WeChat etc.

Allow integration with e-commerce stores to import products, manage inventory and get order notifications.

Add conversational commerce functionality across various sales channels and customer touchpoints.

Integrate with payment platform for accepting payments from the chat interface

Integrate with CRM, POS or any marketing marketing tools for sending discounts, offers, recommendations and personalized campaigns.

Provide insights into customer behavior, sales trends, and chatbot performance.

Track KPIs like customer satisfaction, conversion rates, and overall sales driven by conversational channels.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives