Gorgias Reviews & Product Details

The UI is user-friendly and the functions are easy to use.

Sometimes there are random messages that pop up, can't tell if it's spam or not.

I use Gorgias mainly to connect with customers through chat. It's also helpful that I can respond to social media inquiries.

I like having everything all in one place.

The app is a little cluttered sometimes.

The problem is it solving is that we had too many applications previously and it has now been condensed into one platfrom.

super easy to setup, even without the many tutorials and videos

that I can not customize the chat, without going deep into the code

overview over all incoming and outgoing messages on all our channels

Trying to find an email or ticket is one of the easiest things to do, since Gorgias piles everything together for you. The history is right there. Makes life SO EASY

Some automation get stuck without notice, so its slightly troubling figuring out what is the issue. But that does come along with using various systems

It looks like they're working on getting items more streamlined and more applications available to be able to use hand in hand with it.

The platform is easy to use and has helped us automate our CS tremendously. Our support agent at Gorgias is incredible.

Limitations to chat features. Needs to be more customizable.

Switching from Outlook to Gorgias has helped us streamline our process and cut down our response time but over 70%.

The most helpful thing for me is that I have access to so much customer information all in one place, as opposed to shifting around tabs for that info, which was our previous situation.

My only current concern is that my team and I have to go "available" at the exact same time in order for tickets to round robin us evenly. I'm not sure how something like this could be improved and I understand why it functions the way it does.

Gorgias is definitely making a difference in our ticket count. I feel like they've reduced since our switch thanks to the systems ability to do more automatically, like assist customers in locating their order, before involving a representative.

very user-friendly interface with great integration across multiple sales platforms and connected with all mainstream social media platforms making it very easy to keep track of all communications with a customer even allowing to merge customer accounts if they have shopped in multiple sales channels

The constant need to snooze tickets, it would be much more efficient for tickets to automatically snooze after a Customer service reply and only come back into the queue if there has been a reply or it is past say 7 days since the last correspondence and prompts if you want to close it or not. It would also be nice to have the choice to not send a survey to a customer while this could be used to skew data being predominantly used in a retail setting there will always be that one customer you can't please even doing your best so having the choice to not survey them would be good.

Great integration with sales platforms saves a lot of time trying to find someone's order, as well as putting emails and all social media interactions in one place, this saves a lot of time finding previous interactions orders and requests.

Out-of-the-box functionality is awesome including algorithms that process email subjects/body and provide scoring. Training material is competitive with leaders in online training, and implementation/configuration was easy with Shopify, Facebook/Instagram, Klaviyo, Aircall, and multiple mailboxes.

The algorithms to measure/score sentiment are fixed and not customisable. This makes it either a "yes it works I'll leave it on" or "no it's not working well enough I'll turn it off" instead of "can we edit this part to score our customer sentiment better".

Reading/Parsing subject title and body - allows for easy automation of repetitive tasks. Tagging - customising how we prioritise/sort tickets and automatic actions/macros can be added on. Reporting - pulse check for the teams and to measure SLAs

easy to use easy to understand easy to get the button of the problem or issue of the customer

everything worked well for me and not much trouble at all

I didn't have any problems with the system

I love the interface and how easy to use it is.

I have not encountered a dislike, hopefully, I won't ever. I feel that it is very easy to use and the simplicity of it makes it easy to navigate around.

Gorgias is allowing me to understand the perspective of my clients and their agents. It helps me understand how to navigate around and what to look for.