Gorgias Reviews: 4.6/5 — Highly Rated

Great way to communicate with customers and provide management with reporting.

Too many tutorials. Too much information can be overwhelming.

Providing customer service easily and effectively.

It is friendly to use, and easy to learn, I also like that there are tutorials so can be better to learn.

Sometimes it's a bit confusing, But with practice it's better

I am trying to understand how does it work the responses from customers.

The integration option that allows optimization.

Outages that ofter interrupt the daily tasks.

Being able to work with emails, chats and Social media all with the same platform.

It's eye opening that we finally found a customer support software that able to solve most of our pain points that kept our customer suppot in shape! Gorgias can be integrated with multiple channels and most importantly is the data points being shared on Gorgias end is a lot more compared with few others competitors. For our case we are on a Shopify Store, and we have integrated our Shopify with Gorgias that customer able to check the status of their order stragiht from the Gorgias widget that located on our website, we can also initaite actions like track, cancel, refund seamless on Gorgias portal itself. Next shoutout will be the categorizes of chats, wow! Is the best!

A little on the higher price point when comes to the Automation add-ons. A little not transparency goes to refferal rewards. Our refferal has fail to redeem their rewards for some excuses.

Things finally can be automated, our supports agents have more time to focus on differnt aspects of task to improve their productivity and the business itself.

Gorgias helps make complex customer service situations super straightforward. It also makes all those easy tickets that just eat up time, simple with macros and automation.

Honestly, it is great and there isn't much I would change.

Allowing multiple handle tickets and not having them stuck in an email inbox. Also, with all the tools, you can handle what could be hours of work in a very minimal amount of time. The customer data is also a super useful tool for helping navigate a customer to answer, just that much quicker.

Very beginner friendly interface, easy to use!

Sometimes it glitches out but nothing big other than that I have no complaints

Getting to answer customers in real time

Its user-friendly features. Everything you need is just a click away, everything is right up front. No need to spend hours searching, if you need to create a view for tickets, is the easiest thing!

I don't really have any negative things to say about Gorgias. I've been using it for quite a while now and never had an issue with it. Sometimes it may have some glitches like being slow but that might be my internet connection!

Its user-friendly features. Everything you need is just a click away, everything is right up front. No need to spend hours searching, if you need to create a view for tickets, is the easiest thing!

The distribution of the sections and how easy customer service can be when you use it. Also, we're able to monitor data and performance of each member of the team.

There's nothing wrong with Gorgias, it actually helps us with everything we need, and could not ask for a better tool. It was the best thing that happen to us so we really appreciate it.

It helps us to follow up with consumers and provide assistance to every channel we have access to it. Also, it allows us to collect information regarding the tag use.

Manage customer's emails, SMS, chats, WhatsApp messages, and more.

I have no complaints at all. This tool is very efficient and useful.

Filter all types of communications to keep them organized, as well as follow up on metrics and Data analysis.

Gorgias allows you to manage the experience of your customers in a way that suits your needs. It's full of helpful tools and add-ons that allow you to work efficiently and organized. Gorgias help is always there when you need it. It's effective using a default bare-bones version, or you can really dive deep into settings with rules, macros, and more to totally take control of the platform and make it exactly what you need. All in all, it's a platform that helps you do your best work.

Not every service or add-on comes with your subscription to Gorgias, but if you need to enhance your platform it's not hard to upgrade and the benefit of being able to add certain abilities seems to be worth the cost.

Gorgias helps automate simple customer requests and keeps more involved tickets organized and easy to manage. Gorgias also allows you to review performance and keep track of key data points to continue to improve your work and customer experience.

The best thing about Gorgias is that it is a very easy-to-handle software, I have around one year and six months of working with it and I'm like a pro now.

Nothing, Gorgias is amazing so I like everything.

A lot of customers complain A LOT, I can't even explain how helpful Gorgias is, it's fast to change channels and easy to send messages.

Very helpful and informative throughout the entire process.

There is not much I dislike, found the quizzes quite difficult at times.

I have found that the integration with Shopify is fantastic - cuts down valuable time for my agents.

The wealth of features and automation options have completely revolutionized the way that my team and I tackle our inboxes.

I don't have any major dislikes, though I would love to see more application support for different apps that we use.

Gorgias allows us to manage and engage with customer orders in an easy, centralized way where we can quickly and effectively address issues and resolve them promptly.

It has all the functionality an E-commerce seller needs to provide world-class customer service and answer any presale questions to help customers complete their purchase.

Reporting functionality is still in its infancy and integrations seem limited compared to other helpdesk options out there. However, much of this is constantly improving and being worked on as they deliver on their "upcoming projects" in a publicly available calendar view which is fantastic.

The company used to handle customer queries FIFO via email. Gorgias helps amalgamate the threads of conversations, which then keeps them assigned to the same service agent, and automates many repetitive tasks in the customer communication to allows us to grow the customer service function sustainably.

The tagging capabilities and macros are probably what my team uses and sees the most, but I always appreciate Gorgias' webinars, it feels like they really listen to customer feature requests and turn those requests into a reality. (ie: twitter integration)

The reporting feature within Gorgias only allows for historical data within 90 days, so I think building a more robust reporting feature would be extremely helpful.

All of our customer issues! The sidebar that integrates with Shopify and Recharge has been a game changer, once that feature was introduced I stopped even opening emails about other CX software solutions.

As a user of Gorgias, I appreciate the platform for its neat and easy-to-understand design. The user-friendly interface makes it simple to navigate and find the information I need, which improves my efficiency and streamlines my workflow. I appreciate that the information is presented in a clear and organized manner, reducing confusion and frustration and making it easier to understand and use. This contributes to a more positive and enjoyable user experience and makes me more likely to continue using Gorgias in the future.

I did not dislike anything about the course. I feel that the content that Gorgias provided is excellent. The user interface was great, the content was to the point.

It made learning really fun and then it provides you with a certification. One of the benefits of Gorgias is that it makes it easier to handle a high volume of customer support requests. With automated responses and ticket routing, businesses can quickly respond to customer inquiries, even when dealing with a large volume of requests. This saves time and ensures that customers receive prompt support, which can improve customer satisfaction.

Gorgias centralize support tickets under on roof. Edit orders, modify subscriptions accept and refund payments in real-time.

It gives us a holistic view of our customers, thus enhancing rapid support.

Increase conversion rates by transforming website visitors to real shoppers

Gorgias has been one of the best applications we implemented on our company. It gets us to see all customer service under one app and it improved our response rate across all customer service platforms.

SO far I can not think of one thing I do not like about "gorgias".

it is creating more time for us to focus on other parts of the business. By having it all in one app, we solve the issues faster, we generate more sales through customer service and we have better reporting on repairs/customer service issues vs custom order requests.

Gorgias makes customer service simple. Much more than a ticketing platform. Multiple integrations with apps, make the full customer experience easy and accessible.

Gorgias' calls need some work - no statistics are available. It would be nice to be able to check agents phone status, how many calls, breaks etc.

They are integrating and partnering with lots of other apps which help give customers the full experience. Gorgias gives detailed statistics for email ticketing

I like that a customer service needs can be handled in one place from email.inquirires to love chat

My only dislike is that we canf set the time to mtiple tome zones when doing business in multiple countries

Gorgias has been a lifesaver for my teams because it allows us to view and aolve customer services issues across our company in multiple countries. I personally benefit because my teams are all on the same page and all.communocation is in one place and transparent

Gorgias is very intuitive and I love that it looks like an email box. The integration with other apps saves me so much time! Much more user friendly than others I've used.

No complaints so far, when there's an issue they address it right away.

I am able to process customer service tickets much faster without having to application jump which is such a time saving feature.

How much time it saves our team members and how user friendly it is

I still have to use shopify for certain actions

We can easily view orders right from the emails we're reading which saves time verifying information and answering emails

I love the simplicity of the system and how easy it is to use. I can train new team members very quickly so we can scale as needed.

I wish the chat widget could search the FAQs page while a customer is typing into it.

I have been able to combine multiple communication channels into one place which helps to streamline our processes. I was able to shut down multiple platforms and apps as well. I have even set up our B2B Sales team in Gorgias allowing us to save even more resources and monitor everything in one place.

Gorgias is so easy and practical to use.

I have not found a thing that I dislike.

We've found that it's so easy for our employees to use the platform and communicate with our customers faster.

Great service and very reliable product - really great

Nothing really, its a really great for us

Ties in all communication with customers in a central place so that all of our staff in the office and remotely can work together.

Gorgias has a more organized view and includes emojis, mostly easy integrations

It is easy to lose tickets that have been opened back up and assigned to another agent

Helping agents solve tickets faster with BigCommerce and Yotpo integration, organized tags

Pulls all conversation channels into one place which is easy to monitor. Great for managing staff members too.

Not the cheapest bit of software, but cost is outweighed significantly by benefits and time saved.

Keeping on top of customer conversations across multiple platorms. Managing customers and orders in a single place.

Gorgias has a robust integration with Shopify along with many other platforms in our tech stack. In doing so, it allows for quick and easy ticket resolution. Additionally, the Gorgias rules and macros that can be built saves our team hundreds of man hours.

There aren't too many Gorgias downsides to be honest. It's very customizable to fit our needs. If I had to pick something, I'd say the initial setup for rules and automations can be a bit robust.

Solving customer inquiries in a timely manner, in as little touches as possible. Gorgias allows for this process along with strong reporting and KPI metrics to continually improve.

I've used Gorgias in two different support centers. In both instances, the onboarding was seamless and getting up and running with the platform was easy! The Shopify integration is amazing and saves a lot of time. Highly recommend Gorgias!! The Gorgias support team is very responsive and helpful.

I wish that Gorgias had an integration with WooCommerce as it does with Shopify. Our current e-commerce site is in WooCommerce. Gorgias Voice is not as robust as we'd like. We are using AirCall and Gorgias still does not allow the AirCall SMS to show up in our views. We have to have a different number (through Gorgias) to use SMS. The statistics should be more customizable, but for now, it provides us with what we need. As our business scales up and we hire more CSRs we will need to have more robust reporting capabilities.

Gorgias allows us to promptly respond to Customer inquiries and also allows us to integrate our other business tools such as Klaviyo and our social media. We have not yet integrated our Instagram & Facebook accounts into Gorgias, but the integration will be seamless when we are ready to integrate them. This will also allow us to avoid duplication of efforts between our Social Media Team and our Support Team.

The training is incredibly straight forward. The automated macro application makes autoreplies really streamlined.

I don't like that you can't just click a "next" button to go to the next ticket. Sometimes you open a ticket that you aren't able to answer in the moment because it requires more steps than you have time for, but you still want to help to drop the ticket count. It's cumbersome to return to the main ticket screen and click "mark as unread". Zendesk also used to have a feature where you could get into tickets and just zip through them.

The auto replies are really saving us so much time. We are still tailoring it to suit our business needs best, but it is very helpful. The way reporting is done through Gorgias is also a really simple and streamlined way to track this.