Gorgias Reviews: 4.6/5 — Highly Rated

Ease of use from linking customer communications to their purchase history

Not being able to merge customers based on prior purchase history.

Keeping on top of customer communications- no one is left behind. Quicker turnaround solving customer issues and requests bc it's so easy to find purchase history.

I like that it's a straight-forward system and easy to train new employees on.

I haven't encountered a dislike at this time.

We are using it for customer service for our company and Shopify e-com store

So many functions and tools, it's very useful

sometimes things can get cluttered and it looks like a lot.

Answer customer tickets very efficiently. useful to have IG dms in there as well

The views and macros and user permissions and the statistics and analytics and integrations

Nothing! I absolutely love everything about Gorgias

Multiple brands in one app. Integrations views

The integration with shopify is fantastic. Makes it efficient to respond to customers Reasonably comprehensive integrations mean customers don't get missed

UI has some shortfalls No TikTok integration will become an issue for us Fairly pricey, which means you second guess which tickets should go through Gorgias

We're able to efficiently respond to customer queries. Finding tracking info, refunding or replacing orders, updating addresses, and that sort of thing are very quick

Everything in 1 place, the ability to chat, email, respond to social media in 1 place and keep everything so organized.

Formatting options in emails aren't as robust

We are saving time by being able to internally respond and talk through issues within the email keeping it clear and concise and much closer to real time than previously.

I love Gorgias's deep integration with Shopify that enables users to have a full view of the customer, and to service their requests all from the sidebar of the ticket.

I would like to see a feature that would enable users to have multiple tickets open without opening new browser tabs.

Gorgias allows us to respond to inquiries and complete the required actions with maximum efficiency.

I like the ability to separate the views for different incoming enquiries and the ability to auto-close some tickets. The technical support is exceptional; the ability to chat to someone instantly from the team is beyond helpful and appreciated!

I dislike that IG DM's cannot be responded to in the similar way that IG is set up (personal, general and request folder) this means we still use the IG app to respond to DM's. I'm not sure if this is popular! I'd also love a weekly report emailed to me on our weekly stats. The stats are easy to access but it would save me time if a report could be generated automatically each week.

Remote working is easier than ever when using Gorgias and I like the ability to leave internal notes on tickets. We are definitely more productive when using Gorgias

We love how easy it is to stay organized with Gorgias. We have it integrated to our various marketing apps, social media accounts, and returns service so we can gather a full understanding of the customer's experience and engagement with our company. We can easily view daily and real-time stats to make sure customer satisfaction is high and support is timely.

The only feature we find confusing is the tagging and auto-tagging. While this is intended to keep us organized, we discovered we were missing tickets that otherwise would've been answered in our general inbox.

We are able to get a birds-eye view of the customer experience, therefore we can understand exactly what they need (whether return, exchange, or general feedback). We love staying in touch with our customers all on platforms through Gorgias.

I love that Gorgias has the ability to show all the information in one spot. Not only can I see the customers info, but the amount of orders and for how much. Gorgias also tracks all emails and holds closed out emails so I can always go back when a customer is making a claim

Sometimes the settings can be finicky, sometimes our chats will not be in their section. Wish Gorgias could recognize when people are writing from the same ip address just under a different email

Solving problems of getting back to customers promptly. Has helped to make customers' experience better by being able to talk to the experts they need by assigning the question. Macros are incredibly beneficial as the same questions are asked all the time.

The integrations with Shopify and Gmail are seamless -- they allow us to quickly check on order status, issue replacement orders or refunds, and communicate seamlessly within our own team.

There seem to be fairly frequent integration outages. We have not been significantly affected so far, but it's something to think about if you're doing a larger volume of tickets.

Gorgias has removed a lot of the chaos and confusion from multiple customer inquiries across channels. We've streamlined the CX process, and we're able to bring in multiple team members to solve complex inquiries.

1) Centralized Support ticket system 2) Automation 3) Phone Support/ Voicemail. 4) Integration. 5) Live Support!

It takes time to set this up. Its easy but, you just need to be careful when you have all the stores connected to your gorgias account.

In future,Gorgias is going to be the default Support ticket system. With gorgias in place, we do not really need too many support agents to deal with customer queries. 60% of our tickets are hanled by the Gorgias automation. With this being centralized, our order/customer data can be accessed via gorgias system. Saves Time!

I like the fact that I can chat and reply to emails all in one place

Sometimes there are to many updates and I cannot delete spam tickets

Reviewing customers orders and request, also Shopify

It is very user-friendly, everything is handy and easy to understand I really like it!

Perhaps the updates can be done a little later at night.

Very user-friendly and customizable.

Easy to use interface, navigation is quick with few bugs. Team easily adapted to the software quickly , the support has been great and really responsive to help guide you to a resolve or set up quickly.

Roadmap items seems slow to resolve and set up, regardless of hundreds of upvotes. An auto-merge would be really useful for my team to not have to merge tickets manually.

The team is more productive and generating more revenue through tickets and quick resolutions. Being able to setup the macro's with hyperlinks straight to the website/ product listing of commonly asked for questions is extremely impressive and useful.

We've gotten to 7 figures in revenue with Gorgias with just my co-founder and I running it. Macros make it super quick to respond to customers.

We'd love if there was an integration with our 3PL!

We use Gorgias to respond to customers across every platform, It's super easy for us and customers get a response on whatever platform they initally messaged us on.

Gorgias makes it easy for the brands I work with to seemlessly handle CS tickets and also create better experiences for their customers.

There honestly isn't anything I dislike about the platform. I'm looking forward to their continued roadmap improvements.

Creating better customer experiences via SMS, email, and livechats. The brands I work with are now able to scale and easily manage relationships with their end consumers.

Auto-responses and the sync with Shopify

Creating Shopify orders directly through Gorgias limits certain features.

Keeping in touch with customers is easier and quicker when a staff member isn't available

I love how streamlined everything is when it comes to organization and the ability to tag tickets and filter as such.

The rules are not user friendly and even though we have received walk throughs and help, just super hard to understand.

Response time and being able to track customer trends. the fact that everything is simplied into a side bar in regards to customer information is super helpful.

We love the fact that we can have ALL our platforms on one app and not have to shuffle around.

Mobile app needs more work for accesability to functions.

We can reach out to customers faster and get lower call time, and more productivity.

The best thing about Gorgias is how quickly I can get in touch with someone when I have a problem. Also, being able to integrate Smile and Shopify so easily makes every interaction easier! I'm also a big fan of all the automation that's offered.

I don't have any downsides, really! The whole system works smoothly and easily.

Gorgias is great for dividing up workloads, finding out who needs service right away, and providing care to customers.

we have everything in one place in terms of orders from Shopify, returns, refunds, customers emails

sometimes our integration gets disconnected

better communication with our customers, fast and easy

Very user friendly and provides good analytics .

Sometimes it takes a while to show results in the private views.

Flawless Integration with Shopify

I like being able to create private views!

Phone numbers from Shopify do not integrate correctly into Gorgais

We are easily able to replace and refund lost or damaged products since Gorgais can link to Shopify

It's well organized. I can connect it to shopify which makes my life so much easier.

There is no downside compared to other programs I've used.

It's easy to respond to customers and add links etc.

Easy to use and monitor Customer service inquires

Sometimes when updated can lag and cause delays.

All our customer service inquiries, warranty claims are processed through gorgias. Each inquiry is tagged and helps us monitor our service.

That we can respond to IG DM's and that we can the customer's order history from Shopify.

I think Gorgias could improve the promotion's features.

Responding on time to our customers on their favorite social platform. We've been able to convert more.

Gorgias is easy to use! It allows us to manage inquiries easily, and we can create multiple agents to take on different types of tickets. It also integrates well with Gmail and Shopify and the mobile app is convenient.

Overall, there's little to complain about. Perhaps there could be more customisable options for the dashboard for the tickets, such as creating dividers between different sections/ headers of tickets.

It brings our customer inquiries all together in one place, allows different agents to take charge of the tickets that are relevant to them, and also integrates with Shopify so we know the order details of the customer.

What I like best about Gorgias is that is allows you to create different rules, which other support tools don't have. I also like that they added a new help center feature as it really makes our life easier.

It would be the pricing. I think it would be best if you offer some sort of discounts or promotions for long-time customers. Also, there should be a plan for businesses with small teams.

We use Gorgias to handle queries from various channels. The good thing about it you no longer have to switch from one portal to another just to answer an inquiry. It would be nice if you integration for TikTok business as well.

Since we use Shopify as well as social media to handle many aspects of our business,it is wonderful to be able to handle everything all in one place.No need to have a million tabs open to slow you down.

Mostly nothing to be honest. We've had a pretty great experience with the system and have only encountered a few errors here and there, which were fixable very quickly.

Sometimes we have had to reconnect our gmail account when emails stopped coming in. But we are able to respond to emails, handle so many order related issues with our shopify orders as well as respond to social media posts. It is great to be able to do all that in one place.