Gorgias Reviews: 4.6/5 — Highly Rated

The simplistic design of Gorgias is friendly for newcomers to the platform. We also appreciate the "Rules" functionality to help streamline our workflow and reduce the need for agent intervention.

While the analytics are greatly appreciated - we would like to be able to access data further back than 90 days within the platform to aid with annual reporting.

As an online retailer, our Support staff is continually assisting our customers with product tracking and delivery. The integration of Shopify is of great benefit to us and our agents.

Pulls relevant data from Shopify. All customer info in one place. Easy to clear emails/tickets.

Unable to hide previous messages in email chain. Makes it very frustrating to have to scroll through the whole email chain before you get to the bottom to reply.

Great for several staff members to reply to customers on the se chain. Much easier to view messages.

Freedom in how to work with it/how to filter/how to assign. A great workflow when going through the tickets.

An automatic overview of closed tickets would be nice to keep track of progress. The sound of incoming social media messages is way too loud

Working as a team and colaborating, grouping issues to work more efficiently

I like how Shopify information is brought into customer interactions since it makes checking previous and current orders much easier. Organizing different emails as views has helped separate Notify Me pre-order information, appointments, and daily inquiries.

I feel like there's excess business on screen. Prioritization isn't intuitively apparent at a glance. I also haven't found the automated tags especially helpful. They seem to clutter cases with unnecessary information. I wish tagging coworkers in a case would make a notification on Gorgias instead of just an email notification.

The organization of several email accounts, both with different users and purposes, is important to running our business well. Views have helped keep a visual on what portions of the business we need to be active in. We've had some time-saving convenience through Loop and Shopify integration when working with customers as well.

ease of use and excellent onboarding and support experiences.

The only downside of Gorgias has been the constant updates, although that is a common theme with anything tech.

Chat option supreme service

Easy way to respond efficiently and give customers a better view of who we are

I was not too fond of the days of glitches, slow connection, incoming phone issues.

Gorgias is helping me solve customers' problems, financial inquiries, shipping issues, and helping them find a product based on their needs.

I like how everything is all in one place. It very easy to navigate.

ce.It does crash and need updated more often than I would like.

It doesn't solve problems for me as I do that myself. But it brings all work related things to one place.

I liked how supported the platform was and how many integrations the platform offered. The live chat functionality was perfect.

No self service functionality the way that we wanted. We also could hardly ever get in touch with our rep.

Gorgias was helping us connect with our customer through livechat and through email. It served these purposes very well.

Aggregation of all customer correspondence and touch points in a system that's been hopefully optimized for e-commerce and Shopify. Ability to assign and monitor tickets.

Integration has proven challenging and customer support hours and availability are much less than ideal. Will continue to troubleshoot and refine our process and integration.

Assignment of customers and customer related contact points. Ability to assign, review, and set reminders across all customer channels. Better use of time internally.

ease of use and clean UI/UX - straightforward navigation

slight limitations with integrations & customizations that something more robust like Kustomer

Customer Service helpdesk, responding to tickets and aggregates customer information in one view

Gorgias makes it easy to communicate with customers - and potential customers - as well as leave helpful internal notes for coworkers.

The social integration is just ok! Not the best, but probably best for the price point.

Different employees sometimes have different skill sets and acquired/accumulated knowledge. Gorgias' tagging capabilities make it easy to sort interactions by category and tag coworkers for the expertise!

I think Gorgias probably works well for a very small team that plans to reply to customers when they have time. It could also work for a team that sits and stares at the tool, refreshing and waiting for incoming messages.

We're a larger company, and our team often works in our backend or other tools. Gorgias (when we tried it) did not make any sound when a call or chat came in. There were other basic features Zendesk and Kustomer offered that Gorgias lacked, and in the end, it just wasn't going to work for us. The major selling point was editing Shopify orders from Gorgias, but Zendesk offers that function now.

None. We don't use it. We switched to Zendesk after about 1 month.

Macros are great for streamlining responses

The automated responses from support are not that helpful immediately.

I benefit from having the ability to search through closed tickets

I like it but they offer money for review and don't give you anything. Bit of a scam, right?

I dislike that they offer money in exchange for review but then won't give you anything and still keep the review!

Platform works as expected

I like that you can merge customers and it's helpful to integrate social media channels with your regular email resolutions and responses in one place for customer service teams!

There are far too many options for rules and channels even for the presets, it sets off confusion for teams who've never interacted with a CRM tool before. It's hard to tell what needs to be set up manually and what is automated via your AI tool.

Its solves the issue of keeping customer centric info all in one place and makes responding much more efficient in the world of chat bots and same day shipping

The instruction videos and easy for start-up

Nothing everything works just fine and meets the requirements for use

It is easy to locate emails via search engines provided

Easy onboarding experience with walk-through videos at one's own pace. Lots of integrations with Shopify make it easy to work.

The snooze /remind setting is confusing at first but with practice, it makes sense

Solving the problem of shipping updates - the shortcuts are hugely beneficial for quick answers for customers

I like that it can limit to other softwares.

Its a bit chaotic to navigate, for a first time user.

I haven't come across any issues with it currently, benefits are that everything is in one place.

UI looks really clean and nice! The clarity and clean aspect that the platform has on hand really help with workflow and straightforward accessibility.

The number of update flags that are requested on an hourly/daily basis, stifling the flow a lot since it breaks the program I'm using (chrome) and makes the situation really lag.

Order edit requests, fraud outreach, order updates, etc. Given the automation sets we're able to push through we've been able to expedite the help we can provide to customers on a normal basis! Positively affecting a high impact of customers.

The macros has features where it can talk directly with shopify, which is very convenient.

For the company that I work for we can't respond to Instagram DM's. Also a lot of non-spam gets taken by the spam folder, and I don't even know where to find the spam folder. Also in the facebook comment section, the tagging of customers doesn't work optimal

I just see it as a tool to talk to customers through on multiple media. It's nice that it can search across all of them at the same time.

I like that I can make email templates so I can easily and quickly respond to common questions I receive at my job.

I don't like that the icon is on email. It blocks some of the words during the email and gets in the way. I don't know if there is a way to move the icon.

I use this the most for directions to my company or accepting or rejecting facilities requests. So instead of having to type roughly the same response every time I get a common question, I can use the template I created with Gorgias. I can create a short cut of each template for even faster responses. All I have to do is personalize it. Customers are impressed at the fast responses.

The automated Ticking assigning is a great feature.

We are still navigating Gorgias, however, we do feel for how big Gorgias is it should have more personalized and customizable options. Such as Hyperlinks and more customizable reporting. The capability of BCC within an email is a big thing for us along with the small File size allowed is a bit frustrating that we have had to make small workarounds for. we absolutely love our CS rep assigned to us, however, we wish that we had this person during the beginning steps of setting up our account. We would be lost without Natalie and she has been our fairy godmother to Gorgias, we just wish we had her from the beginning.

The fact that you can assign more than 4 tickets to one agent.

Some integrations were great like email, chat and Shopify.

Continually disconnects from Adobe/Magento leaving macros sending bad info to customers because it's not connecting customer orders. Macros/rules are not as intuitive as they should be and when you reach out to support they are not always helpful.

Puts most of Customer Service touchpoints in one place connecting customer profiles to their activities on site.

Tries to be helpful in their spam emails I think

They spam and send emails I haven't asked for

No problems