Gorgias Reviews & Product Details
Gorgias is a customer service and helpdesk software designed to streamline communication between businesses and their customers. It integrates with multiple e-commerce platforms and centralizes customer interactions from various channels, such as email, live chat, and social media, into one dashboard. Gorgias enhances customer support efficiency by providing automation tools, customizable templates, and analytics to improve response times and quality of service.
| Capabilities |
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| Segment |
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| Deployment | Cloud / SaaS / Web-Based, Desktop Chromebook, Desktop Mac, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Pulls in all of our support tickets and enables our team to provide a great customer experience.
Team notification centre for comms / tagging could be useful.
Reduced response time. Identifying issues when they happen by pulling in data from all platforms.
The integration with shopify is fantastic. Makes it efficient to respond to customers Reasonably comprehensive integrations mean customers don't get missed
UI has some shortfalls No TikTok integration will become an issue for us Fairly pricey, which means you second guess which tickets should go through Gorgias
We're able to efficiently respond to customer queries. Finding tracking info, refunding or replacing orders, updating addresses, and that sort of thing are very quick
My favorite part of Gorgias is how seamlessly it integrates with Shopify and pulls all of the customer's information (Name, address, previous orders) into the side view.
Having to refresh my page because there is an update. It would be nice if that could auto-update without having to refresh. Our G-mail integration will randomly deactivate and it must be reactivated.
Instead of having to go into Shopify and pull up a customer's account, it automatically pulls it into Gorgias. We also have all of our social media platforms (IG, Facebook etc.) all pulling into Gorgias so it is our one-stop-shop for interacting with customers. No more switching from platform to platform to reply back.
The support team is easy to get in touch with, responsive to questions and feedback.
Feature requests can feel like they can go unheard, more customization options would be nice.
We are funneling our entire customer support flow through Gorgias, and it has helped tremendously in managing a growing customer base.
It's given me the ability to really see what's going on by how quick emails,chats&calls are being taken care of to being able to have different tags to really get the nitty-gritty details of any order
like anything I wish I didn't have to set up anything or automation but that's being nit-picky.. they do a great job of making everything super easy for you. cant say enough good things
the problems were having remote customer service and not being able to tell how quickly things were being done or messy communication between people and not really knowing what was going on. the benefit is being able to see stuff that's happening
Not only has Gorgias developed a platform that adds ease and efficiency into answering customer tickets, chats, and calls, but it has robust tracking, tagging, and reporting tools that allows my team to show the value we bring through customer support. They are also a great team to work with, and we enjoy being partners and working on clients, together.
There's no agency hub for businesses like ours, where we manage over 20 Gorgias accounts! We need this!
Gorgias allows us to provide great customer support to the customers of our clients.
Wir benutzen seit ca. 2 Jahren gorgias und sind absolut beigeistert! Wir können es uns garnicht mehr vorstellen und Gorgias zu arbeiten, die Integrationen zu Shopify sind Top!
The Live Chat is slow sometimes. Also i would recommend to improve the mobile app because its difficult to identity the customer if you have multiple shops.
We do Customer Support with Gorgias, the best thing is that you dont need to leave the screen because there is a shopify integration.
Everything is integrated into one place. All of your emails, instagram comments, and even Klaviyo SMS conversations.
Not much to say about negatives. When we started SMS, we didn't have Gorgias integration but then they launched that within a few weeks.
Responding to our customers from different channels in one place has been the best thing about the platform.
I like the ability to separate the views for different incoming enquiries and the ability to auto-close some tickets. The technical support is exceptional; the ability to chat to someone instantly from the team is beyond helpful and appreciated!
I dislike that IG DM's cannot be responded to in the similar way that IG is set up (personal, general and request folder) this means we still use the IG app to respond to DM's. I'm not sure if this is popular! I'd also love a weekly report emailed to me on our weekly stats. The stats are easy to access but it would save me time if a report could be generated automatically each week.
Remote working is easier than ever when using Gorgias and I like the ability to leave internal notes on tickets. We are definitely more productive when using Gorgias
Chat is very helpful, but our acct manager, Patrick V, is always eager to teach us something new and help us strengthen our account.
The only thing I would like to change is the ability to be able to edit who wants to receive a follow-up email after a ticket has been closed. Customers who are asking to be removed from email communications are sent a follow-up email asking how the service was and they can sometimes get frustrated. In order to help them, we have to ask more questions to figure out what email they received and they don't want to engage, let alone leave a positive review.
When we can to Gorgias, I knew immediately it would be a perfect match for us. The automation allows our team to fly through tickets. The Macros, and ability to edit in a flash, contribute to our high sat score. The integrations allow the team to view all needed information without clicking back and forth between various accounts. But I think I love the support from the Gorgias Team the most.
We made the switch to Gorgias for the deep Shopify integration, easy-to-use interface, and interactive support from the Gorgias team. The Self Service portal and statistics are amazing, and our stats have only improved since making the switch!
The things that we're missing are Native SMS, better notification sounds/settings, and routing rules - but we're managing in the meantime and confident Gorgias will get there!
We LOVE that every Shopify customer in our store has a customer card in Gorgias. This allows us to easily identify our customers and their orders for fast support. Additionally, the ability to add tags and edit Shopify orders within the Gorgias platform is a great benefit. Our agents find the platform easy to digest and navigate, likening it to a gmail interface that they're all familiar with!
Everything in 1 place, the ability to chat, email, respond to social media in 1 place and keep everything so organized.
Formatting options in emails aren't as robust
We are saving time by being able to internally respond and talk through issues within the email keeping it clear and concise and much closer to real time than previously.
1) Centralized Support ticket system 2) Automation 3) Phone Support/ Voicemail. 4) Integration. 5) Live Support!
It takes time to set this up. Its easy but, you just need to be careful when you have all the stores connected to your gorgias account.
In future,Gorgias is going to be the default Support ticket system. With gorgias in place, we do not really need too many support agents to deal with customer queries. 60% of our tickets are hanled by the Gorgias automation. With this being centralized, our order/customer data can be accessed via gorgias system. Saves Time!
I like the fact that I can chat and reply to emails all in one place
Sometimes there are to many updates and I cannot delete spam tickets
Reviewing customers orders and request, also Shopify
It is very user-friendly, everything is handy and easy to understand I really like it!
Perhaps the updates can be done a little later at night.
Very user-friendly and customizable.
Easy to use interface, navigation is quick with few bugs. Team easily adapted to the software quickly , the support has been great and really responsive to help guide you to a resolve or set up quickly.
Roadmap items seems slow to resolve and set up, regardless of hundreds of upvotes. An auto-merge would be really useful for my team to not have to merge tickets manually.
The team is more productive and generating more revenue through tickets and quick resolutions. Being able to setup the macro's with hyperlinks straight to the website/ product listing of commonly asked for questions is extremely impressive and useful.
We've gotten to 7 figures in revenue with Gorgias with just my co-founder and I running it. Macros make it super quick to respond to customers.
We'd love if there was an integration with our 3PL!
We use Gorgias to respond to customers across every platform, It's super easy for us and customers get a response on whatever platform they initally messaged us on.
Very user friendly and provides good analytics .
Sometimes it takes a while to show results in the private views.
Flawless Integration with Shopify
We love the fact that we can have ALL our platforms on one app and not have to shuffle around.
Mobile app needs more work for accesability to functions.
We can reach out to customers faster and get lower call time, and more productivity.
I like being able to create private views!
Phone numbers from Shopify do not integrate correctly into Gorgais
We are easily able to replace and refund lost or damaged products since Gorgais can link to Shopify