Gorgias Reviews & Product Details

Its ability to integrate with several other tools makes it seamless for support agents to know the right context before they respond to questions. Because of this, we are able to personalize our customer service approach to meet our client brands’ specific needs. On top of its super easy integration to email, chat, and social media platforms, Gorgias has its own in-house telephony system which gives our clients access to voice and SMS channels all in one place. Not only is it convenient, but it is also cost-effective knowing our clients only have to pay for one monthly recurring charge instead of signing up with different platforms.

it usually undergoes forced updates on a daily basis which causes the system to sometimes slow down, or forces the users to reload the page, or sometimes, it shuts down completely for an hour or less.

Having in-house channels of support. Because of this, we no longer have to sign up on different platforms and connect them inside Gorgias. It's all-inclusive!

Gorgias is extremely user-friendly and easy to pick up! You can build customize views, automations, tags, and so much more. I work with many e-commerce stores in my role and always recommend them to use Gorgias when they're looking to scale their CS.

It can be tricky when you're making the initial switch from Gmail to Gorgias. The views it comes with can be overwhelming and take a bit to become comfortable with/customizable

Gorgias makes creating effective workflows across various members of a CS team easy and intuitive

The ability to communicate with both customers and coworkers on in all in one place interface.

The repeated notifications. I wish there was an easier way to block spam users.

The ability to put everything on one interface really eases a companies customer service arm. Much easier to track all social media input.

The platform is very intuitive and has great functionalities. Aldo neat integration with Shopify, Instagram and Klaviyo that works great.

UI is not the best, but it is not something that would hold me back. Missing integration with WhatsApp, but I understand it is coming.

Multichannel customer support.

The different views/segments that you can create in the platform. It is possible to easily autotag tickets so they are placed in the correct segments and allocated to the right support agent/team.

If the platform is not used to its full potential the ROI on the cost of the platform may not be achieved. There are different price plans though, so be sure to check ticket volumes to avoid overspend.

Gorgias is prioritising our tickets for us which is extremely important. Furthermore, we have a range of auto-responders setup which saves agent time in responding to customer queries like where is my order. We can auto send customers tracking numbers etc.

The email and Instagram features, being able to integrate it with most platforms like returnly.

There is no direct message feature on Instagram

Emails are being lost on Gmail and being able to view what tickets are open and closed. Customer's emails rarely get lost and Gorgias does a great way of detecting spam.

Honestly everything is very helpful. Love that I can create tons of canned responses. My favorite is the 'Urgent' section to attend to these inquiries first. Gorgias just makes life overall easier!

Nothing! I honestly love everything about gorgias.

Solving problems quicker. Also easier to close out instagram inquiries.

Having all of our Customer support platforms together in the same app is very convenient, and on top of it the app is great and the developers take care of it.

I honestly don't have too much to say, it would be nice to be able to like IG comments or give "reacts" on FB comments, but that would be a cherry on the top for an already great app.

We used to need more than one platform for customer support, and that was a pretty big issue. Having all our needs met by one app is a very great help to customer support.

The ability to merge communication between chat, email, and phone.

That I can't set an intention to a phone call.

Gorgias solves us time by merging communication.

Easy to set up, great automations, it's invaluable to enabling us to stay on top of our customer service

Lacks some email functionality compared to gmail

It enables one person to cover our global cs part time