Help Desk vs CX Measurement
Gorgias fits Shopify brands that want support and AI selling in one tool, and its built-in CSAT honestly answers how a ticket went. Retently answers everything after that: NPS, CES, and CSAT across the whole lifecycle, for every customer, feeding scores back into Gorgias.
Retently
Surveys are the core product: CSAT, CES, and NPS across the entire customer lifecycle, with brandable multi-question templates, AI analytics, and closed-loop follow-up, triggered from Gorgias events code-free, with responses written back into Gorgias.
Gorgias
An ecommerce help desk and conversational AI platform. Built-in CSAT is a single 1-5 question on closed tickets (no NPS, no CES, four channels only), which is why Gorgias' own docs recommend Retently for the rest.
At a Glance
Surveys Are the Core Product
For Retently, surveys are the whole product. In Gorgias, CSAT is a secondary, low-priority feature on a help desk sprinting toward AI agents and conversational selling.
Every Customer, Not Just Ticket-Filers
Gorgias CSAT fires only on closed tickets. Retently surveys the whole customer base: post-purchase, post-delivery, and relationship NPS, not just support.
Every Channel Counts
Gorgias CSAT skips social and SMS tickets and any conversation under 250 characters. Retently reaches customers by email, link, in-app, and SMS.
Brandable, Multi-Question Surveys
Gorgias CSAT is a plain-text 5-star line whose "Rate your conversation" header is locked, with one language per account. Retently gives you a fully branded, multi-question template.
Reminders & Recovery Surveys
Gorgias CSAT is a single one-off send with no reminders or resends. Retently sends up to 5 reminders and can trigger a recovery survey after an issue is resolved.
CSAT, CES, and NPS
Gorgias does the one 1-5 CSAT question: no CES, no NPS. Retently runs all three, which is exactly why Gorgias' own docs route NPS and CES demand to Retently.
What Retently Adds on Top of Gorgias
Keep Gorgias for support. Trigger Retently surveys from Gorgias events with a code-free setup, reach the customers and channels Gorgias CSAT can't, and write the scores back into Gorgias so agents see them in the help desk.
One Global Survey vs a Real Survey Program
- Multiple parallel surveys. Run several CSAT surveys at once, each branded and worded for a different brand or segment, where Gorgias has one global survey sent to everyone.
- A brandable, multi-question template. Customize the survey and email template to match your brand. Gorgias CSAT is a plain-text message with a 5-star rating bolted on, and the header can't be edited.
- Follow-up questions after the rating. Ask multiple additional questions once a customer rates, for far richer context. Gorgias stops at the star plus an optional comment.
- Multi-language surveys. Survey customers in their language. Gorgias supports one language per account.
- Gorgias CSAT is a single fixed question that only reaches ticket-filers on four channels: Chat, Email, Contact Form, and Help Center.
Close the Loop and Reach Every Channel
- Sampling and throttling. Filter respondents and avoid over-surveying the same customers across campaigns. Gorgias has no cross-campaign fatigue control.
- Reminders and recovery surveys. Send up to 5 reminders to non-responders, then trigger a recovery survey to check whether satisfaction improved after a fix.
- Routed alerts, written back to Gorgias. Route responses to the right email, Slack, or Teams channel using ticket and order properties, and export scores back into Gorgias as customer properties so agents see them in the help desk.
- Gorgias can fire a rule on a low score, but it skips social and SMS tickets and any conversation under 250 characters, so the score is structurally incomplete.
Reporting and Metrics Beyond the Ticket
- Trends, themes, and anomalies. Trailing CSAT month over month, AI topic and sentiment analysis, and emerging-theme and anomaly detection on the open text Gorgias only "highlights".
- Tied to order and ticket data. Each response carries Shopify order attributes plus the agent, channel, and ticket tags, with agent leaderboards built in.
- CES and NPS, including post-support NPS. Measure effort and loyalty across the lifecycle, the metrics Gorgias routes to Retently because it has no NPS or CES of its own.
- Gorgias reporting highlights comments and a donut by score; there's no NPS, no CES, and no AI theme analysis.
Trusted by Leading DTC Brands
Read quick wins from stores that moved to Retently and gained richer analytics, cleaner Shopify data, and hands-on CX guidance.
PSD Underwear Hits an NPS Score of 72 Through Multi-Channel Feedback Across 4 Touchpoints
The DTC apparel brand reached an NPS of 72 by collecting feedback at four touchpoints of the shopping journey, from purchase through delivery and support.
Epic Gardening achieved an unmatched NPS score of 88 through community building
The gardening brand reached an NPS of 88 by pairing a thriving community with systematic customer feedback as it grew into a resource trusted by millions.
