Gorgias Reviews: 4.6/5 — Highly Rated

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

n/a

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.

how easy it is to have all customer communication in the one place

would like it to be easier to 'set up' technically at on-boarding

allows us to answer customers at speed

I love the interface of Gorgias and how easy it is to navigate to each available feature of Gorgias. Being able to see a comprehensive view of the customer, reference pre-written macros, and even snoozing tickets are just some of the few features from Gorgias that I love.

There are a few small tweaks that I think could really elevate Gorgias. Being able to "undo" other actions like creating an internal note, merging tickets, etc. would be nice to undo in case we make a mistake. I also think that tags could be streamlined and organized a little better.

One of the most impactful solutions Gorgias has is allowing us to automate regular questions but still include our voice in the message to keep it personable. This has cut our response time in half and frees up more time in our day to work on other projects.

Ability to pull all customer communication channels into one platform. Very useful for teams managing multiple channels/stores across a number of agents. Further enables cross-working and shared views so that all members of the Customer Service team have insight into on-going customer situations. Constantly improving product offering and regular new features launched. Active community and weekly calls with Gorgias team for various learning opportunities and business updates. Well built out FAQs and responsive & helpful Support staff.

Not all integrations are available, although the range is very wide and expanding regularly.

Improved customer service by offering increased communications channels with an increased response time. Further support remote work by enabling daily functions to be handled via Gorgias (email, social, chat, VoIP).

The functionality of the program. Friendly site.

Tickets do not merge automatically. Voice mails are not written.

Customers tickets, getting quick responses and on time.

It gives me an easy job since every process is already accessible, like creating an order, checking the status of the order and it will allow us to schedule/snooze the customer if we need to do follow-up. It gives us the ability to monitor our survey satisfaction.

Based on my experience, the downside is that whenever I closed the old tickets and wanted to check other tickets, it will prompted to the closed one, could be better that it will prompt automatically to the open tickets instead of clicking back multiple times to go into the first page

NA

I like the interactive part of Gorgias!!

Nothing so far! Product is very nice!!!!

Communication! It's easy to do our work because of flawless and easy communication! Also very notifying! It's easy to track the chats. It really helped our overall performance!

The ticketing system and macro feature. You can see the new emails as unnasigned tickets and you can use simply macro to respond to customers.

The tickets don't get merged automatically when the same customers sending an email

We are responding to customers for refund, update shipping information, sending confirmation email about cancellation or partial refund.

the way we can integrate all our sources of communication with the customer and divide it in the team

I got the training in english, would be nice if it was available in other languages.

division of tasks

Able to access shopify without changing to a different view. The function to capture the typing history is helpful to shorten the time to complete the sentence.

sometime at certain timing the portal will become lacking. The new incoming email will open in a new ticket and have to merge them together even though the original ticket is not close yet.

There is no major problem as a basic user has.

gorgias help us quickly follow up with the ongoing issue by snoozing you tickets. User friendly platform and can be self thought.

Limited control in adding excel contents/word file.

na

I like all of the features in Gorgias. Especially when linking to other platforms.

Nothing that I can think of. All is good.

We are using Gorgias for Customer Service. We are sending emails to resolve the product issue, delivery issues, and all about customer service.

I haven't been using Gorgias for very long, but so far I find that it is very easy to jump into and very user friendly. I love that messages from different platforms can all come into it and be answered there (chat, email, etc.)

The only thing that I find confusing is the timeline on open tickets. I get confused about which response is the most current. I am getting more familiar with the application and having less trouble, but at first that was a bit time consuming trying to figure out which was the most recent response by looking at the date and time on each interaction.

I am solving problems for customers everyday by being able to interact with them in a timely and efficient manner no matter which platform they use to contact me.

Easy to navigate, and I like the macros.

Not being able to see the ticket history.

I am helping our customers and resolving issues to make them happy. The benefits are, that it makes working on tickets a lot easier.

I love that everything can be located in one place vs logging into and checking multiple platforms.

I can't think of anything that I dislike. I wish my other jobs had used Gorgias!

Chat, email, etc are all in one area so missing items, mispicks, delivery issues, and more are able to be resolved in a very timely manner.

My team has greatly benefited from Gorgias. We use reporting capabilities to our greatest ability and we love it!

I wish there was a way to "draft" a new ticket.

Quicker response time, better reporting, and organization!

I like how the chat feature is set up. If you are not on, it shows up as an email, which is very nice!

I dislike not being able to see the history of different tickets all at the same time or it makes me scroll all the way down again.

That it is more proefficant and we can see our stats at any time.

Chat and email support helps a lot it's easy to use.

I haven't as of yet found anything I dislike.

Contacting and helping customers in several ways.I

The queue is easy to manage and agents can navigate between tickets easily. The connection with Shopify is robust and helps our agents with efficient work ensuring they don't have to navigate away from Gorgias. We love the revenue tracking reports as well.

I wish that there was more customizable reporting that we could do on our own. We can from Zendesk which allowed a lot of custom reporting so moving to Gorgias, it feels like we're lacking there a bit.

We've never been able to see what revenue our customer service team brings in so being able to see that now helps us better make arguments to our leadership team on the value CS brings to the organization.

How easy it is to grab data, manage many integrations in one place, and how user-friendly it is. And at the same time, the Gorgias support team is always there to answer questions/find resolutions when things are not working or when we need more insight on something.

Like everything good, it also has bad sides. it tends to have many outages, even though most of them are not directly related to the platform itself, but the integrations.

Customer satisfaction in a timely manner. With the tagging system, we are able to pinpoint trends the customers share with us daily, address them fast and work around them to improve customer experience!

How approachable and easygoing it was. Amazing team and tools. Very straight forward all over. I love the macros and rules and that CS team can use it as point of all the corespondence.

Not fully integrated with Big Commerce. At this point very little to none automation features are working, which would be absolutely great if it can be integrated fully.

We will be using chat functions, connecting our store wit social media sources as well as communication with our warehouse team, if customers have questions in regards their orders.