Gorgias Reviews

Better than Zendesk

Comments: Pleasant.

Pros:

Easy to use. Has live chat and now a customer support area to answer all those questions. Integrates with WhatsApp and Instagram. Allows multiple languages in one price plan.

Cons:

There's no pause plan when undergoing integrations or updating the website for a time, but you can always ask them to close it and come back later.

Very nice user friendly helpdesk package but limited marketplace integrations beyond shopify

Comments: User love it and very few headaches. Some integrations need better docs on how to use advanced functionality.

Pros:

Really nice interface, users love it. Very easy to configure. Powerful rules and macro engine, Seamless shopify integration. Support is proactive and good. Developer friendly with good API

Cons:

If you want to integrate ebay or amazon, you need a third party add on which is itself limited. Prepare for additional costs. Rules and Macro engine has some limitations when looking to fully automate processes. It could be easier to test rule logic before deploying.

Georgias is excellent computer program

Comments: Georgias facilitates the automation of routine customer service requests and simplifies the management of more complex cases. With Gorgias, you can monitor critical metrics and assess past performance to enhance future results and the client experience.

Pros:

You may tailor the client experience you provide with Gorgias to meet your specific business requirements. You can get your job done quickly and neatly with the many useful tools and extensions it provides. When you need assistance, Gorgias is there for you. A bare-bones installation works well, but the platform can be customized to your specific needs by delving further into its settings using rules, macros, and more. Overall, it's a reliable system for achieving top productivity.

Cons:

Although not all services and extensions are included in your Gorgias membership, upgrading is simple, and the added functionality is well worth the investment.

Gorgias Is Good But Having Severe Issues With Growth

Comments: It was good in the beginning but the many problems the young platform has have become blaringly obvious as time has gone on.

Pros:

Gorgias has a lot of integrated features that are great for our business such as Shopify integration and a great CSAT system that is easy to use and understand.

Cons:

Customer service is, unfortunately, not very good. I have been trying to get a resolution for a request to close out a number of tickets that fit into a certain parameter but nothin has been fixed for over 3 weeks. Every time I reach out, I am thrown to someone else who says they cannot help and now I do not get any responses. Their engineering team is having issues keeping up with the many bugs the system has. Also, updates will occur and shut your entire team down without notice. When I reached out about this, they claimed there was no way to give us forewarning the day of regarding possible updates that would impact our customer service productivity.

Ideal Customer Experience Platform

Comments: Highly recommend using Gorgias, it’s been productive and effective for CX and suppor

Pros:

Gorgias is a great CX platform for brands to use to help with support, live chat, and ticket management process! I highly recommend using Gorgias for all those support projects

Cons:

More integrations and flows with ESPs and CDPs would make communication streamlined across platforms

Best help desk, highly customizable, reasonable price

Comments: Although our website is not built on one of the major platforms that Gorgias integrates with we are still able to implement it and centralize all our messages, make it easy for our team to communicate, assign team members and deal with cases based on priority. Also, Gorgias pricing is based on how many tickets you use a month so it adapts to the ever-changing business needs.

Pros:

We were looking for a helpdesk tool to make our customer service team more efficient by centralizing all communication channels into one (email, live chat, social media). Gorgias offers it all! Highly customizable dashboard, they even offer a 5 day free trial and if you re not satisfied after the first month, they refund you the money! Their customer service team is very helpful and knowledgeable.

Cons:

It would be nice if they offered phone support and more e-commerce integrations.

Totally changed our customer service

Comments: I love working with the team at Gorgias and their product! The number of developments I have seen since moving to them 7+ months ago is crazy!

Pros:

I love how easy it is to treat our customer service team on this tool - the macro's make it easy to keep brand tone. It was helpful when we have a couple of other people within the company jumping in to help out with the customer service team to keep ontop of things as they can be allocated out. The onboarding and support provided by all the team were incredible!

Cons:

It can be a little clunky at points, I see a lot of issues online about downtime - although I think as we are in the UK we don't really see this with timezones. It would be good to have a few more 'zendesk' features on there like priority rankings just as when things get escalated to a manager it can be lost in a pool of issues.

Great basic CX manage but difficult to customize

Comments: We joined Gorgias when the team was in flux, members were moving to different roles rapidly so we I feel like we got lost in the shuffle with really understanding and making the most of the product early on. Since, our support has been great with quick response time and can usually resolve or address a question quickly.

Pros:

I love how Views are easy to navigate and the easy of backend use for turning on/off functionality.

Cons:

I dislike that it's difficult to customize and some of the key functions that would really help how the platform performs are difficult to use or fail to work sometimes. It's not the best experience on the customer's end.

We love Gorgias

Comments: We use Gorgias for all of our customer service and it's been great for ticket management. Saved a lot of time, easy to tag colleagues to a ticket and assign to different reps.

Pros:

Very simple workflow, great integration with our front end Shopify store. Easy to navigate to customers orders and view total customer spend. Pricing structure makes a ton of sense and is by ticket, not by seat, which for a small company where we all need transparency into what's going on in the service side of things is great.

Cons:

Wish it had a bit more functionality and ability to customize some things, but not a deal breaker by any means.

Essential for stores on shopify

Pros:

Saves us a lot of time by having customer ticket information readily available in the sidebar and the ability to add order information into tickets. Being able to search macros and snooze tickets is great and makes sure everyone is helped quickly and no ticket is left untouched.

Cons:

Just anxiously awaiting gorgias' native phone system! Currently using aircall we just don't like having to go back and forth between apps.

Great price for all of the features we need.

Comments: Overall fantastic, we were recommended Gorgias and the features did not disappoint. Besides the forwarding issue the rest of our discovery and onboarding process was pretty quick & seamless.

Pros:

Creating across are simple and easy to implement and using them is really quick saving our team time. The deep integration with Shopify also allows our team to have instant visibility with customer information. Having the ability to also build rules to identify emails and help us prioritise has been fantastic and was definitely a selling point when moving over from our existing platform.

Cons:

Would love there to be a mobile app. I feel there also needs to be a stronger distinction/sound alert for chats as they're higher in priority and need to be actioned immediately. Unfortunately we did have some issues with email forwarding which the tech team weren't able to help find the cause so there were some teething issues moving over from our other platform to Gorgias & potentially missing some customer emails during that period. I'd also love if there was some type of help desk included in one of the app plans instead of using as add-on

Easy to Learn, Use, & Integrate

Pros:

In addition to having an intuitive UI, the capabilities enable quick responses to improve the customer experience and reporting to drive decision making. The macros and rules are simple to create, the Shopify integration keeps everything in one place, and the satisfaction reporting is easy to follow. The snooze feature is also a great way to ensure inboxes do not fill up and tickets are not forgotten. Whenever questions do arise, the Gorgias team is quick to help and provide demos if needed. The Gorgias team is also very transparent with their roadmap which helps us understand what we can and cannot do, and what may be coming in the near future. In addition to the simple capabilities and integrations, we have also been able to integrate with other apps as needed by doing some back-end work of our own. To cap it all off, Gorgias comes with a logical and transparent pricing structure.

Cons:

When a customer reaches out through multiple channels, the merge functionality typically prevents disorganization, however occasionally these are not recognized by default. Some channels are also not compatible to be merged, so they must remain separate. It would also be nice to create bulleted lists in the message like with Gmail.

All around ticket management solution

Pros:

I absolutely recommend gorgias as a ticketing solution. The macros save time and increase our reps ability to answer more clients. The work flows ensure tickets are going to the right people. Point blank gorgias helped to streamline and automate my customer experiance.

Cons:

It needs to have a knowledge base added in.

Gorgias is Essential

Comments: Gorgias allows our team to respond to customer's needs in an organized, efficient manner.

Pros:

I have used Gorgias for 2 years with 2 different companies. I value the ticket and view organization. It is great to see everything organized and sorted. I also enjoy that everything is together- emails, chat, social. I've used other platforms where everything was separate so it's nice to have it together. The data is helpful in sharing my team's successes with our management.

Cons:

As a customer service representative, I would like to be able to use my auto-text expander add-on. It doesn't work in Gorgias and I feel like that slowed my productivity way down as I had to type it all out.

Gorgias Experience

Pros:

The ability to set up an automation that auto answers and closes tickets has been great.

Cons:

We wish the live chat was a little more user-friendly.

Makes my life easier taking care of customers

Comments: So many benefits to working efficiently with a small team. I love having all the tickets inside one spot where they are easy to manage.

Pros:

Gorgias is a game changer for customer service. It makes taking care of customers very easy and efficient. Macros and automations work flawlessly and save so much time.

Cons:

I feel like ticket reporting isn't always accurate and their customer care could be faster. Sometimes it takes hours for a issue to get resolved. Also, IG DM's inside Gorgias would be ideal.

My take on Gorgias

Comments: It has been good. They're constantly evolving and updating / adding new features.

Pros:

It's quick, easy and effective. We wanted a cleaner / efficient way to manage customer interactions and this helps us do so. It's integration with Shopify and other apps is very helpful in streamlining processes and customer communication.

Cons:

I think my biggest con is the statistics currently include time outside of our normal business hours. It's hard to gauge customer service response time accurately this way. It gives us a good perspective on the customer end response time; however, not when we're trying to review our service on a team level. Also, by using an "auto responder" for our email - basically every ticket is considered billable (even junk mail) - I don't like that.

Excellent platform

Pros:

Very easy to use and easy to integrate software and direct and powerful chat

Cons:

I don't have anything negative to say about Gorgias at the moment, I am delighted with the services he offers.

The best helpdesk in my opinion

Comments: I use this to handle customers' tickets on daily basis. From every helpdesk that I've used, this one is the most fastest, easiest to use, and responsive.

Pros:

-Rally fast and responsive. -Clean, efficient, and clear Shopify plugin. -Macro can be easily integrated with Shopify

Cons:

-I wish we can open multiple ticket under one tab -Sometimes there are users that have bug where their eyes are on every ticket they have opened.

"Best experience with this tool"

Comments: I have positive experience with this. It Saves my time in buisnes.

Pros:

This tool make my work organized and work efficiantly very fast. So many features in this can be helpful for optimize the clients service. Very good interface can be easily configurable.

Cons:

I like this mobile app. I think it has so much thing can be figure out. Very helpful.

Gorgias for Customer Chat

Comments: Overall, Gorgias is a great tool for staying on top of customer feedback and providing excellent customer service.

Pros:

I really love how easy it is to interact with customers. You can quickly see new inquiries and categorize them by platform type. (inbox, chat, etc.) as well as label them for ease of referencing them later. My favorite feature is simply being able to search through past conversations. If I can't remember the specific answer I gave regarding an issue, I can search for a keyword and find it.

Cons:

I don't like that they took away the option to manually mark your Chat team as "unavailable". Instead, your chat is now available when your hours are set and unavailable when they are not. With a small team, we often can't be at the computer for the full set hours and like to jump on as we are available.

Amazing communication and customer service

Pros:

Integration was extremely easy, customer support is always very timely and helpful, training webinars and sessions on new features happen regularly which makes things so easy to add/integrate.

Cons:

Some of the new features can be a little hard to navigate at firs however between the one on one calls offered and the webinars you can always find the answers you need.

One of the best Shopify app for unifying all support conversations

Comments: The overall experience was excellent, and will definitely recommend this for your Shopify stores

Pros:

I liked their UI the best and being a Freshchat user, I was able to quickly grasp their tool and use it effectively for my Shopify store. They provide a unified dashboard that provides me with a birds-eye view of all support conversations like email, chat, voice, SMS, social media, etc. I was able to easily view and edit my Shopify orders, and they provide full context of customer issues so that I can instantly reply to their queries.

Cons:

I did not identify any cons. Their setup was quick, and their in-app tour helped me get acquainted with all their features quickly.

We love Gorgias!

Pros:

We're a small brand, but Gorgias helps us manage tickets across social platforms, voicemail, and most importantly, emails. We love the integration with Shopify! The Gorgias team is also super helpful in optimizing and customizing the tool

Cons:

I think it doesn't integrate with Instagram DMs yet.

Fast, efficient and powerful

Comments: Gorgias is very easy to setup and to work with. We could customize it quickly to our needs.
It has some powerful features, and macros and integrations are a real time saver. Thanks to the support staff for answering all our questions and listening to our feedback.
Frequent updates are nice, the software is continuously improving.
We are really happy Gorgias users!

Pros:

Custom views and rules.

Cons:

Spam filtering.