Gorgias Reviews: 4.6/5 — Highly Rated

I like how it integrates and makes it easy to respond to customer queries.

The filter and search systems could be cleaner

It helps us answer larg numbers of support emails

I love the integrations it has with Shopify and the ability to create custom macro messages for repeat customer issues. Everything is right there on the screen, don't have to click around to different screens.

My main issue is I get a lot of system error messages that something is offline. I get a lot of messages that are kicked backed. I wish it filtered out SPAM emails more efficiently.

I love being able to have all our customer issues in one location, can easily search a customer and see past issues and add notes per customer. Everything is right there on the screen, don't have to click around.

These training sessions are the perfect length and are self-paced.

The screenshots are very small and often hard to read.

Learning the system for the first time and needing to be able to train others on it.

I love the support provided by the Gorgias team. Once it is set up the way you like, it is simple to use.

It takes a bit of time to get used to the views, but once I played around with the different features, I was able to get something I'm happy with.

I can centralize all customer support queries from different channels in one location. It is easier to keep track and make our team more productive.

It was very easy to start using the tool. We are still in the learning process but I believe in a couple of month we can have most our sales team unboard.

It would be great to have more language options since not all our teammates are fluent in English, hopefully, they add Spanish soon.

We got lost with all the messages we received, today we are having a better response time to our clients.

Integrates easily with Shopify, email, chat, phone, and all of our social media. Setting up rules and macros makes answering common questions quick and easy to allow more time to handle difficult customers

Some types of tickets are restricted from being merged. This means we'll have two tickets that need to be referenced and can result in responses to customer issues that have alry been solved. Can't like Instagram comments

Customers reach out over multiple channels, and we are able to merge their communications to one ticket. Saving phone numbers makes it easy to start and reference orders.

It's a very user-friendly platform, working in a team or individually! It offers a lot of shortcuts to answer tickets fast, which is especially important when swamped with customers.

In order to answer tickets you have to constantly check back into the website. I wish there was a streamlined notification process that doesn't involve spamming an email or checking in every hour.

We needed a platform that could easily categorize tickets by the department when selling our product. We were able to easily do this so far, allowing us to tend to customer service much more efficiently.

I love the user-friendly interface. It was relatively easy for our team to switch to Gorgias from our previous program, LiveAgent. The tutorial videos for the agents to watch were super helpful too!

There are a few things that I do not like. I do not like how once you are done with a ticket, it automatically opens up the next ticket for you. I would prefer an option in settings to either go to the next ticket or to go back to the section you were in. When searching for macros to update them, I usually use a keyword in the search box to bring up all the macros that I need to edit. After editing a macro, instead of bringing me to the search page that I was just on, I have to do the search all over again from the start. It wastes time and is very frustrating. I wish that there was the ability to create time rules or SLA rules. For companies who use Amazon a lot, this is particularly helpful.

We use Gorgias to answer customer emails and to keep track of any product issues. We do not use the AI function of Gorgias, as we prefer to keep each email personal. For our company, it's quality over quantity.

I like how you can plug in nearly every third-party platform you use for your company and the very specific filtering it allows you to do.

There is not much that I dislike so far.

We are not able to track all notifications on all our social media platforms in one place!

Great platform, user friendly, keeps us oranized

Not many things dislike - mostly looking forward to adding more intergrations

Organizing the CS team, avoiding 2 agents handling the same email + improving efficiency

I like how easy it is to switch between social media, chats, and phone calls along with the easy access of apps like Shopify and Recharge from the customer's interaction window. I also enjoy how clear and crisp the phone connection continues to be.

Adding macros to the repertoire can be somewhat inconvenient and I wish there were music or stimulation for the customers on the phone when I need to put them on hold. They get annoyed with the stark silence.

A lot of orders and account information changes. I find that my company benefits greatly from using this service because of its ease of use, quick response time of bots in chat and being able to quickly access information for them without issue.

I found that Gorgias user experience was extremely easy to learn and found their customer service to be kind and patient with any questions I had. The design of the site was also very aesthetically pleasing!

There was not much I did not dislike. There were only a few times when I feel confused on what something meant typically because it was permission that was not given to me.

The problem that I was solving with Gorgias was the ease that I could respond to our customers, ultimately making me a more productive worker and we found we could respond to more potential customers.

I like how easy it is to move between tickets

i haven't really found anything that I dislike yet

Problems being solved is one database that contains all contact between the business and our customers

The look, colors, and the toolbar disposition in the space.

I think is too soon to dislike, maybe the sound of the phone call could be personalized.

I solve bad addresses and keep in touch with customers.

I love the Shopify integration--it makes customer info readily available. It's also great to be able to see a customer's full ticket history in one place instead of searching for past conversations.

Open tickets can be tricky to keep track of at times. I don't receive any notification when a customer has replied or when a ticket has been reopened by a customer.

Being able to see the entire ticket history for a customer in one place is very helpful. It has decreased the time taken to search for individual conversations.

The automations are really helpful and help cut down on tickets.

Rules are overwhelming and the rule library is very small.

Our customer service team is short this year and Gorgias has helped them to keep up and not get overwhelmed with customer inquiries.

Macros seem like they will be beneficial

The preview on emails is too small. Expand preview

Less time on common inquires, easy to navigate

the integration of shopify is super convenient and helpful. I can do so much from within the app, and don't need to tab out. As someone who occasionally uses voice control due to carpal tunnel it's very helpful to stay within the same window.

I wish that it had individual macros for each user. My team is used to creating our own custom macros that express our personality and make the support experience feel varied, and I miss that.

A common problem we had before was not realizing a customer had spoken with us on a social app. Gorgias allows us to easily integrate everything and save time because we can see what was said before.

How easy it is to use and the training provided only makes things easier

I've not experienced anything so far that I dislike but I'm still getting used to some of the functions that I've not used on previous platforms

How you can reply to several questions of the same type quicker and more efficiently

The on-screen virtual trainer. Very helpful.

We can not fully integrate Facebook messenger.

Easily keeping track of our customers

From sales to onboarding everyone was super knowledgeable and helpful. The social integrations and capabilities made it a no-brainer for us.

Lack of social features based on how locked-up IG and FB are.

It has robust reporting so it allows us to see agents activity letting decision-makers direct the teams better. The fact that everything is located within one app to cancel, return or replace orders is awesome.

The new Macro suggestion is super useful and the capability to edit orders from gorgias ticket is helpful.

Unable to reply to a comment's reply, the search algorithm sometimes misunderstands what I intended to search.

Change orders, cancelling orders, adding item to Shopify and general macro use is great using Gorgias.

Makes day-to-day ticket management simplified and easy to track what is happening + love that it integrates directly with Shopify. We switched over from Freshdesk and it solved all of our pain-points very well.

Initially, it took some understanding of the platform to get it set up and optimized for our workflow. It would be good if the trial allowed you to explore all facets of the platform so opt-in was faster.

Organizing and categorizing issue types, Actioning issues in a timely manner. Stats on how things are going and how we can make things better. We love macros + auto-tagging issues and having auto rules setup saves us a lot of time in our day-to-day workload.

Gorgias has great customer service and host regular town halls to discuss new features and answer questions. I like the user experience from a customer experience associate perspective. The tags allow us to stay organized and track necessary data. It also allows us to track statistics on how many tickets we close, etc. so we can make sure we meet our KPIs and can compare how we are doing compared to other agents.

Sometimes I wish the integration with other 3rd parties was a bit more seamless, but there is honestly not too much I dislike!

We are able to seamlessly assist customers due to the easy-to-use portal gorgias provides. It allows for maximum productivity. We are able to organize any product issues with Gorgias tags.

I love the vast amount of integrations and actions that can be completed via the macros.

I don't love the chat function, I wish it had the same AI capabilities as others in the market.

Community management via Gorgias has been a major game-changer. It's important that CS has access to everywhere customers are asking questions.

Tags and auto tags, Macros are great even though I don't utilise them enough. Just the fact that you can have everything in on one page makes it it alot easier.

Can't use reactions on facebook apart from likes, (heart and laugh etc). Should be able to view all messages on their original platform (messages). Also sometimes gifs and such dont come through. Story replies as a message dont show from facebook

Means we dont miss any communications from customers on any channel. Helps us achieve our goal of a high and fast response rate and improving the overall social engagement

Gorgias has made replying to our customers quicker and easier thanks to the built-in macros and auto-responses by the Gorgias Bot.

There are quite a few updates and the intents of the customer's messages can sometimes initiate the incorrect autoresponse

We use it for all our customer service emails and social media posts

Easy to use and good communication from the support team

It is difficult to export our automation to review

We have cut down on our manual handling of customer service with the macros

The ability to see the statistics of the team and easy filtering of data.

The latest update messed up the rules to auto-assign.

Auto-assign has worked wonderfully to distribute the work between the team

I really like the gorgias-shopify/loop integrations. it makes my work so much more efficient!

Sometimes there are a lot of errors because Gorgias isn't running properly or updated by the company itself.

I'm able to quickly help customers with returns and replacement orders! It's also helpful for tracking trends because of the tags.