Gorgias Reviews & Product Details

I like how easy it is to switch between social media, chats, and phone calls along with the easy access of apps like Shopify and Recharge from the customer's interaction window. I also enjoy how clear and crisp the phone connection continues to be.

Adding macros to the repertoire can be somewhat inconvenient and I wish there were music or stimulation for the customers on the phone when I need to put them on hold. They get annoyed with the stark silence.

A lot of orders and account information changes. I find that my company benefits greatly from using this service because of its ease of use, quick response time of bots in chat and being able to quickly access information for them without issue.

I found that Gorgias user experience was extremely easy to learn and found their customer service to be kind and patient with any questions I had. The design of the site was also very aesthetically pleasing!

There was not much I did not dislike. There were only a few times when I feel confused on what something meant typically because it was permission that was not given to me.

The problem that I was solving with Gorgias was the ease that I could respond to our customers, ultimately making me a more productive worker and we found we could respond to more potential customers.

I like how easy it is to move between tickets

i haven't really found anything that I dislike yet

Problems being solved is one database that contains all contact between the business and our customers

The automations are really helpful and help cut down on tickets.

Rules are overwhelming and the rule library is very small.

Our customer service team is short this year and Gorgias has helped them to keep up and not get overwhelmed with customer inquiries.

I love the Shopify integration--it makes customer info readily available. It's also great to be able to see a customer's full ticket history in one place instead of searching for past conversations.

Open tickets can be tricky to keep track of at times. I don't receive any notification when a customer has replied or when a ticket has been reopened by a customer.

Being able to see the entire ticket history for a customer in one place is very helpful. It has decreased the time taken to search for individual conversations.

From sales to onboarding everyone was super knowledgeable and helpful. The social integrations and capabilities made it a no-brainer for us.

Lack of social features based on how locked-up IG and FB are.

It has robust reporting so it allows us to see agents activity letting decision-makers direct the teams better. The fact that everything is located within one app to cancel, return or replace orders is awesome.

I love the vast amount of integrations and actions that can be completed via the macros.

I don't love the chat function, I wish it had the same AI capabilities as others in the market.

Community management via Gorgias has been a major game-changer. It's important that CS has access to everywhere customers are asking questions.

Gorgias has made replying to our customers quicker and easier thanks to the built-in macros and auto-responses by the Gorgias Bot.

There are quite a few updates and the intents of the customer's messages can sometimes initiate the incorrect autoresponse

We use it for all our customer service emails and social media posts

I really like the gorgias-shopify/loop integrations. it makes my work so much more efficient!

Sometimes there are a lot of errors because Gorgias isn't running properly or updated by the company itself.

I'm able to quickly help customers with returns and replacement orders! It's also helpful for tracking trends because of the tags.

The interface is simple and easy to use.

Finding closed tickets can be hard especially if one was closed accidentally.

Providing great customer service

Easy to use, great customer service, nicely laid out platform

Can't unmerge customer accounts and can't merge chats with phone calls or emails

Membership accounts and communication channels are easy to organize and follow

Gorgias makes delegating customer service requests between the marketing and customer service team so easy. We have been able to reduce our outstanding requests significantly!

Nothing! We've been really happy with Gorgias so far.

Helping to send customers who are having issues from social media to the customer service team quickly. We've been able to make the process so much more organized, simple, and better for the customer.

Integrates all our customer communication / integration channels (Attentive SMS, FB, Instagram, email, live chat, etc)

Wished it had a bit more CRM functionality (ie. add notes to a customer profile without having to create a new ticket).

Consolidation of all customer communication channels. Ability to track / resolve tickets easily.

The best part or most using part of using the Gorgias platform is the Marcos function. We can isolate enquiries as well as respond extremely quickly thanks to machine learning and the use of macros.

There's not a lot I don't like about Gorgias... the only thing that I would appreciate it if we could direct enquiries straight to our inbox (email) vs using the platform every time.

Customer enquiries, opportunities and any feedback about our product and services.

What I find most helpful is that it's really easy to use Gorgias

It's really unhelpful when I get a response from a customer and see that they only received the attachment that I sent them, but the words I wrote didn't send.

I can answer and send emails to customers.

I like that they are organized by which channel they come through!

It can take a bit for it to sync with Shopify sometimes.

Have been able to respond in a timely manner to cx. It increases the customer experience!

Gorgias has helped automate and streamline all of our customer touchpoints across e-mail and socials. This has allowed our small team to deal with thousands of e-mails and messages in the most efficient manner. The Shopify integration allows all information to be displayed right in the portal and the majority of issues can be resolved without having to leave the Gorgias portal. We utilize a subscription service and Gorgias integration with it also allows us to manage subscriptions right from the portal.

Something I have noticed is that sometimes emails get filtered out by spam detection rules so sometimes tickets are missed entirely and require customers to reach out multiple times. I understand this is WIP and a lot of this can fall in your actual e-mail filters, but just something to note.

We have a slim team and Gorgias allows us to make more meaningful insights as they are able to see current pain points from e-mail tickets while seeing how customers are reacting in real time on social all in one place.

Gorgias has fantastic UX and wonderfully integrates all of our social platforms.

Wish the automation was a little bit easier.

Helps manage our multiple social media properties in customer support with ease.

Gorgias helps us prioritize our customer inquiries and make sure we are getting to them all in a timely manner, and it makes it very easy to assign a customer inquiry to a certain agent.

It would be helpful if you could leave notes about certain customers, or if you could store documents within Gorgias. That would make the metas even easier and more intuitive to use.

We are saving a lot of time by using the metas, rather than having to be going back and forth from email to Hubspot, everything is right at our fingertips when we are emailing with a customer.

Gorgias is a very user-friendly, easy platform to do customer service. Our team is able to manage all our channels through Gorgias which makes it so much easier to keep track of all our interactions iwth our customers.

The only thing that has been an issue lately, is the fact that they've been having a glitch where email addresses get disconnected from Gorgias so we have to stay on top of all of our integrations.

We used to work with Zendesk and when we found Gorgias we realized how much easier it is to have all the customer's information right where their email comes in so you don't have to go searching in 4 different platforms before you can answer