Gorgias Reviews & Product Details

I like all of the features in Gorgias. Especially when linking to other platforms.

Nothing that I can think of. All is good.

We are using Gorgias for Customer Service. We are sending emails to resolve the product issue, delivery issues, and all about customer service.

I haven't been using Gorgias for very long, but so far I find that it is very easy to jump into and very user friendly. I love that messages from different platforms can all come into it and be answered there (chat, email, etc.)

The only thing that I find confusing is the timeline on open tickets. I get confused about which response is the most current. I am getting more familiar with the application and having less trouble, but at first that was a bit time consuming trying to figure out which was the most recent response by looking at the date and time on each interaction.

I am solving problems for customers everyday by being able to interact with them in a timely and efficient manner no matter which platform they use to contact me.

Easy to navigate, and I like the macros.

Not being able to see the ticket history.

I am helping our customers and resolving issues to make them happy. The benefits are, that it makes working on tickets a lot easier.

I love that everything can be located in one place vs logging into and checking multiple platforms.

I can't think of anything that I dislike. I wish my other jobs had used Gorgias!

Chat, email, etc are all in one area so missing items, mispicks, delivery issues, and more are able to be resolved in a very timely manner.

My team has greatly benefited from Gorgias. We use reporting capabilities to our greatest ability and we love it!

I wish there was a way to "draft" a new ticket.

Quicker response time, better reporting, and organization!

I like how the chat feature is set up. If you are not on, it shows up as an email, which is very nice!

I dislike not being able to see the history of different tickets all at the same time or it makes me scroll all the way down again.

That it is more proefficant and we can see our stats at any time.

Chat and email support helps a lot it's easy to use.

I haven't as of yet found anything I dislike.

Contacting and helping customers in several ways.I

The queue is easy to manage and agents can navigate between tickets easily. The connection with Shopify is robust and helps our agents with efficient work ensuring they don't have to navigate away from Gorgias. We love the revenue tracking reports as well.

I wish that there was more customizable reporting that we could do on our own. We can from Zendesk which allowed a lot of custom reporting so moving to Gorgias, it feels like we're lacking there a bit.

We've never been able to see what revenue our customer service team brings in so being able to see that now helps us better make arguments to our leadership team on the value CS brings to the organization.

How easy it is to grab data, manage many integrations in one place, and how user-friendly it is. And at the same time, the Gorgias support team is always there to answer questions/find resolutions when things are not working or when we need more insight on something.

Like everything good, it also has bad sides. it tends to have many outages, even though most of them are not directly related to the platform itself, but the integrations.

Customer satisfaction in a timely manner. With the tagging system, we are able to pinpoint trends the customers share with us daily, address them fast and work around them to improve customer experience!

How approachable and easygoing it was. Amazing team and tools. Very straight forward all over. I love the macros and rules and that CS team can use it as point of all the corespondence.

Not fully integrated with Big Commerce. At this point very little to none automation features are working, which would be absolutely great if it can be integrated fully.

We will be using chat functions, connecting our store wit social media sources as well as communication with our warehouse team, if customers have questions in regards their orders.