Gorgias Reviews & Product Details

The macros and order information on the side.

If I need to do something in the Google inbox, the closed tickets won't be marked as read in the inbox.

Being able to quickly reply to customers and keep track of their tickets. This has greatly helped our brand reputation.

The whole thing is very helpful I wish my actual email worked like it.

You need to make it easier to collect customer feedback -- there should be a customer feedback button that sends certain emails to a data base -- you know what the customer ordered so it can organize it easily by product -- and the CX rep can add in any additional detail to organize it -- but this is a massive hole in e-comm companies

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Love how it accurately pulls customer's info quickly so we don't have to go digging for it. Also love the macros automated response feature!

I wish it was easier to make calls within the platform. It's hard to transfer to another user.

Answering consumer emails and pulling up their past order history. It allows us to avoid digging for this information in Shopify.

Easy to create rules that can auto-respond to certain ticket types.

There is no way to clone an agent's permissions so that you can have a template for adding multiple agents with the same permissions.

It allows us to auto-respond to certain ticket types allowing us to focus on the more difficult issues.

Bringing all of our customer-facing inquiries into one place has helped us out tremendously. We can auto-assign tickets to the correct departments and employees, respond to commonly asked questions using pre-built responses (macros), and auto-close spam-related messages. Whether it's a message through our contact us form or an Instagram conversation, everything flows through Gorgias.

Gorgias does a great job of growing its integrations as new platforms emerge. Don't lose sight of training your customers on these integrations and how they can help companies grow.

Gorgias is saving us a ton of time by bringing everything into one place. We were juggling emails, live chats, and social media messaging all on our own before Gorgias.

We love how you can integrate everything into one location. We no longer need to log into 7 platforms to talk to our customers but can do it all from one spot. The best part- we can see their orders, reach out history, change information, and resolve their concerns in one platform. You can assign tickets to fellow employees. This literally took away the need for multiple employees and made it where we can have 2 people handle it all at a rapid pace to get back to our customers quickly. The macros we are able to customize allow us to respond quickly, personally, yet speed through common replies. We can't say enough great things about Gorgias!

We cant think of anything we dislike about gorgias!

The need for multiple employees. Now we can have limited staff handle a large amount of customer service. It is so quick and efficent.

Super easy to use and onboard new team members. The ability to tag tickets and report on those tags has been very helpful in actioning on trends in inquiries.

The sidebar nav can be overhwhelming to new team members. It would be nice to emphasize the Open Tickets section as well as the open Live Chat section so team members can quickly see what needs to be taken care of.

We needed a solution to handle incoming customer issues and inquiries. This was easy to implement and understand. Our service agents are able to efficiently resolve tickets at scale, which is pretty amazing.

Everything is very expedited and intuitive.

Nothing, everything works very well and is streamlined.

Customer service is very streamlined and increases our productivity.

How straightforward the UI is for the user. Everything feels natural and you don't have to search for anything.

I don't really have any negatives that I can think of off the cuff.

Ticket response times are very low and it keeps things top of mind very well.

Gorgias is a no-brainer for Shopify stores, has strong integrations and makes it super simple to edit orders within the Gorgias app.

Don't like that we can't see earlier messages in DM's on Instagram

Was looking for a one-stop shop to answer all customer questions.