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Gorgias Reviews: 4.6/5 — Highly Rated
Gorgias is a customer service and helpdesk software designed to streamline communication between businesses and their customers. It integrates with multiple e-commerce platforms and centralizes customer interactions from various channels, such as email, live chat, and social media, into one dashboard. Gorgias enhances customer support efficiency by providing automation tools, customizable templates, and analytics to improve response times and quality of service.
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Desktop Chromebook, Desktop Mac, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Compare Gorgias with other popular tools in the same category.
Gorgias helps us to respond to our customers in a timely manner, giving them the customer service experience that they deserve. The macros allow us to give us customer the time they need.
There really is not much that I do not like about Gorgias. My only recommendation would be to filter messages from IG, social media, etc. separately from other messages.
The macros and auto responder allow us to gauge the issue that the customer is having, respond in the most efficient way, and fix whatever the problem may be. It benefits us as it keeps all of our customer service in one area.
I love how all of my emails are organized and integrated into one space.
I do not understand how the resolution time is calculated because it seems skewed every week
Streamlining email processes
There's a lot that you can do and a lot of resources to learn how to use
I can't think of something right now that I dislike
Automizing customer service, making customers feel like they're being heard of
easy to implement, no friction, Shopify customer and product data integrate directly making it easier to solve problems for customers in the chat.
Not much. Installing and implementing are easy and the Gorgias team is always available to help
Gorgias solves the problem of eCommerce-focused support and customer experiences
I like the ability to automate and use Macros the most.
There's not a lot of downsides to using gorgias. Sometimes our db disconnects.
They allow us more direct contact with customers as an e commerce business
I like the integration of our ecommerce platform, Shopify.
I wish the chat function looked more like a live chat, rather than an email/message view.
HelpDesk inquiries, order status inquiries, streamlining communication with our customers and business partners.
The simplicity and how you can customise
Sometimes there are issues or delays loading
Blending all platforms. It shaves time off my job!
The side menu that categorizes the variations of tickets (DM, email, text, live chat, etc.) is extremely helpful to have it all displayed on one page!
I wish that some of the platforms had a corresponding look to how it looks to the customer. For example, live chats and texts look just as though you are receiving/replying via email.
Gorgias helps keep all customer requests organized! I definitely prioritize organization and hate having to dig to find a category. This is why I love having everything displayed on the menu sidebar!
Shopify integration! It's reduced our time per customer by so much
Losing threads in "closed" and not seeing what has been closed if a colleague has done it.
Our customer service was becoming quite difficult to manage, gorgias solved this
All your customer touch points can be fed into one platform, saving your customer service team from having to go in and out of multiple platforms or customers receiving different response times depending on their method of communication.
The mobile app is not as comprehensive as the desktop version if you are often on the go, if you are heavily phone based this is still an evolving feature within Gorgias, it is improving at pace but may not offer all the features you need right now.
Gorgias is saving hours of our customer service team time by not having to go in and out of multiple platforms, it also provides some great statistics on performance capturing all the integrated touchpoints.