Gorgias Reviews: 4.6/5 — Highly Rated

Gorgias is very user-friendly and easy to use! I appreciate the help center and beginner course to learn the platform. One of the best things is the simplicity and how straightforward the platform is.

I have not found any downsides to Gorgias. Every time I have used the platform it has been easy to use and has allowed me to quickly navigate to what I was looking for.

Running multiple brands with a large number of customers can be difficult to handle. By using Gorgias I can quickly find customer information making my work more efficient!

It was a pretty flawless transition from ZenDesk to Gorgias. As a luxury e-commerce brand, it was very important to be able to provide the best customer experience on all of our social media channels so being able to integrate all of our channels into one platform as well as integrate it with all the other software we use like Klaviyo, Stamped.io, and AfterShip has made our cross-collaboration and an improved customer journey amongst all of our team's efforts.

We want to see more in-depth analytics and more merging of other applications that would reduce costs for smaller businesses while still being able to meet their organizational needs!

Resolving customer order issues in a timely, personalized manner no matter what channel they're reaching out on. It is allowing us to create a memorable customer experience while also gathering analytics needed to continuously improve across all teams.

Simple & easy to use interface and training material is excellent.

Have not experienced anything yet which causes any concerns for us.

Allows us to have a central communications point for our customer interactions, without having to log in to each channel / social media profile.

The best thing about Gorgias it saves time from opening too many apps. It allows you to access all information in one helpdesk. Like Shopify is connected, your website is connected, you can connect FB & IG, and so many more! They mentioned you can integrate up to 150 accounts. Mindblowing

The only thing I don't like personally is sometimes it can be confusing and I feel like there are too many functions. If we can simplify it with a better look, it will be a great update.

Definitely, efficiency.

the macros the best i find most suffiecient

Downside is that nothing else is like it

reaching out to customres in a timely matter

Customer service is always incredibly helpful and available. We also have. a great relationship with our account rep.

It would be nice to be able to toggle notifications for chat and email.

Gorgias constantly works on new integrations and improving on the existing ones.

Very easy to use and very easy to set up

Statistics are not the best and the search function is not the best but doable.

customer service, better customer retention.

Very easy to use. I like how well organize it is.

The navigation of everything. How spread out it is!

Having all your customer tickets in one spot

I love how easy Gorgias is to use. I love being able to have several email inboxes in one place. This is one of the best things about you. I haven't used a competitor to compare to.

The changing of the chat bot turn on the button's location. It added some extra steps in and we've had issues getting it turned off. We would like to see improvements with where that button is.

It is solving the issue of answering customers questions and assigning tickets to people. We are much more productive with gorgias. It has reduced talking about who is doing what.

It's very intuitive and easy to use. The Gorgias Academy is really helpful and the roadmap of features keeps everyone up to date.

Can't dave drafts! Sometimes I save them as notes but drafts would be good too.

Multiple tickets, getting customer ticket history, pulling through shopify, recharge and yotpo details. Saves so much time and improves accuracy.

Easy to integrate with Shopify. Other integrations are also easy and very helpful to show the full customer picture to my team in one view. The help center and chat additions are great and looking forward to seeing how they improve over time.

One item we miss from Zendesk is being able to easily send a link to our FAQ answer in our Help Desk through Macros. In Zendesk you could search for the FAQ and send a quick link, with Gorgias we have to search that link in a web page then copy & paste. Not ideal, but hoping there will be a solution soon. Some items like the help center and analytics are very basic as they are newer features, but Gorgias seems to want to improve and is constantly asking for feedback so I belive they will both get better with time.

Reducing the number of tickets by adding automations like chat recommendations and help center self service. This allows our customers to get their answers before creating a ticket and our team to concentrate on those tickets needing human interaction.

I love the fact that you almost never leave the platform and you can perform almost every action directly from Gorgias, just an amazing platform and it's totally worth.

I'm so lucky that I can say that I love your platform and that there's nothing I actually dislike.

Tha main issue with our old business platform was that we needed to change page and open different platforms at the same time and that took out a lot of time, now we don't have to bother about that anymore!

Gorgias makes organizing your work easy and this is something I really appreciate.

I haven't found anything to dislike yet.

Gorgias solves the problem of easy workflow organization so you can work more efficiently.

I love how hyper-focused Gorgias is on creating a product that is useful for an e-commerce story, in particular Shopify-based sites.

Occasionally, they miss their own self-imposed estimates on their product roadmap. This has led to frustration from some of our clients.

Gorgias solves a simple problem: as a customer service rep, it's really difficult to have to change back-and-forth between Shopify and the help desk platform.

It can be integrated with other solutions to make the work easier.

At the moment I do not have any bad to say about it

Customer requests, canceling accounts, schedule replies.

Gorgias is always on top of trends and adding new integrations that continue to elevate the user experience. I also love how responsive the support teams are and everyone is very willing to jump on a call and walk you through step by step!

I am very interested in the phone system but wish it had a few more features available. I know some additions are in the works and we eagerly await their launch.

Customer service teams use so many different platforms to try and suit needs, Gorgias has added so many integration options to pull so many of these pieces together.

Step by step process easy locating the stuff you need

Slow loading and it is hard to log into due to having to send the code over and over and over again

Customer service issues

everything you need on one page. I can see yotpo and Facebook activities. Also I can check the shopify account and duplicate orders

sometimes things are showing up after closing them.

I can take care of customer inquiries and solve them - directly from the gorgias site

How interactive the learning is. very easy to follow and use. Definitely something I would recommend to other businesses around.

Eveything is wonderful there's nothing to dislike.

Getting in touch with customers quickly. Allowing us to process their concerns in a timely fashion to better reach our interaction targets with our target base.

Satisfaction page. Macros and Rules. Tags and Intents.

I'm looking for more features, but the good thing is that they listen to me and work on new features so there is an improvement on both sides.

We are having priodical meetings and we mension our problems and doubts and they go for it and solve it as soon as they can.

I enjoy the tagging that helps break down emails into categories. This also gets the crew diversified into their emails so not everybody is looking at the same.

The dislike was the training videos after the initial one. I didn't like the reading and then the quiz that went along. With the way I learn, the videos that showed everything were good than the other lessons that didn't include a video. Also, the phone system doesn't work very well.

Like I stated before, the tagging that it does helps break down emails into smaller more strategically placed categories so each worker has their sections to worry about and doesn't spend time looking at the same emails over and over again.

Great way to stay organized and keep track of tickets.

I don't like seeing other peoples tickets

Keeping communication streamlined.

More efficient customer service and able to view everything in one place. This makes my job easier!

Nothing yet! I like the way it is set up and I can customize it to my liking.

Helping to combine all of our sales channels in 1 place!

I like how the customer support is always helpful, even when there's a time difference.

I don't see any downside at the moment, I like every feature.

I had a problem with the chat and they took their time to help me. A chat working well means happy customers!

The ticket system is absolutely the best. I love that our team can assign the best person to assist the customer and we're always on top of what's going on in terms of customer service.

I don't think there's a downside to using Gorgias. There are a few details that need improvement, but there's always something launching and improving the whole app which is great.

Phone and SMS are one of the things that Gorgias is solving and improving, and we are looking into bringing this to our company. I believe this will be great for our business performance on phone.

Gorgias makes handling customer service simple. I love the way my team and I can all work on the same screen and handle emails via different tags. The use of macros makes my work efficient and effective and helps to relate to the customer on a personal level! I would definitely recommend using Gorgias to improve customer relations all around.

I personally have not found a downside to Gorgias. This is the first customer service platform I have used and I would not change a thing! It is organized and effective, which is all I need in a platform. Thank you!

Gorgias solves customer support issues in a quick manner. Using macros I have been able to save that extra thirty minutes in a work day I was looking to save. This has improved my business performance tremendously!

The fact that everything is centralized: all messages and emails are able to be answered from one place.

Not being able to edit internal notes left for your coworkers to see

We can reach out and stay in contact with all of our customers with such ease and it makes it streamlined and simple to maintain contact with them.

Gorgias has probably my favorite Filtering views I have seen in any CS Platform. This allows you to truly separate your emails into different categories and sub folders.

I think Gorgias has a little bit of work to do when it comes to integrations with BigCommerce. Some improvement in their macro variables would be something I'm looking forward to the most.

Gorgias allows us to manage all of our messages in the simplest form. I have had issues with platforms that have an "all in one place" goal. When truly we want to solve these tickets in the way they should be solved, chats separate from emails. That way we can live assist chat customers, as they come in, faster.

I love that I no longer have to go into our system to check a customer's order information- it is right at my fingertips within Gorgias. Another big perk is the level of automation. Tickets are auto-assigned, rules are set, and macros/templates are there to make our lives so much easier.

So far, I have yet to find a downside. The system is very user-friendly! The way it's going, I highly doubt I will have any complaints at all. All of my coworkers seem to agree, as well.

Tickets are now auto-assigned in a fair/even manner. I also no longer have to view multiple systems to answer one question- both our returns system and ordering system are viewable at a glance within a ticket.

Video Turtorials were helpful, easy to follow along with the videos to learn how to effectively use gorgias. Will be using this for all future employees to use for training purposes.

There wasnt really anything I would complain about. I took the test as an Admin to see how informative it would be or my employees, which it was so nothing to dislike here!

Gorgias is an effective way to communicate with customers. We like the fact that it has merged with Klayvio to make a more seamless and effortless customer service response time.