Gorgias: Worth It WhenService and ReturnsRun Together

In short

Gorgias is a helpdesk for Shopify stores: emails, chat and messages from other channels land in one inbox, with the customer and order right next to them. In our project, its biggest value was the connection with the returns app. Customer service and returns ran in one place as a result. You don't need Gorgias just to add a chat window.

Our verdict: Worth it when service and returns run together

We use Gorgias for a B2C store with a very large catalog, together with ReturnZap for returns. At that size, many requests come in every day, and a large share of them are about returns, exchanges and refunds. Without a connection, the service team would have to jump between inbox, Shopify admin and returns portal.

With Gorgias, the team sees request, order and return in one place. That's exactly what makes the app valuable for us. For smaller stores, on the other hand, it's often too much.

What Gorgias does well

• One inbox for everything. Emails, chat and messages from social networks land as tickets in one overview.
• Shopify data in the ticket. Next to every request you see the customer and their orders. Nobody has to search the admin.
• Works with returns. Combined with a returns app, service and returns run in one process.
• Priced by tickets. You pay by the number of tickets, not per agent. A larger team doesn't automatically cost more.

What to watch out for

• Cost by volume. The price rises with the number of tickets. Good answers to frequent questions in the shop reduce volume before it costs money.
• AI costs extra. Gorgias' AI agent is billed by resolved conversations. Factor that in before switching it on.
• Setup takes time. Rules, reply templates and responsibilities need to be set up properly. A helpdesk without structure is just a more expensive inbox.

When you don't need Gorgias

For a simple live chat, Shopify Inbox is enough, and free. For automatic answers to recurring questions there's Lyro. Gorgias pays off when many requests come in across several channels and service and returns need to be managed together.

FAQ

Which stores is Gorgias worth it for? For stores with many requests across several channels, especially when returns make up a large part of service.

Does Gorgias work with ReturnZap? Yes, that's how we use it. Returns and customer requests then run together.

How is Gorgias billed? By the number of tickets per month, not per agent. The AI agent is billed by resolved conversations.

Will you set up Gorgias for us? Yes, including the connection to Shopify and the returns app, reply templates and rules. If you first want to know which apps your store really needs, our Audit is the fastest route.