Gorgias Reviews: 4.6/5 — Highly Rated

Simple easy layout with plenty of options to customise and make it bespoke to your business or personal customer service style.

To send a put of macro response or forward a ticket isn't always clear.

It allows for rapid response to customer queries and quick organisation of ongoing issues eg warranty etc. Work can easily be shared with various members of the team.

The way it brings everything together in one platform and it's so organized!

Sometimes not all of the DM's come in to Gorgias.

sometimes we couldn't get all the DM's or questions answered right away now it's so easy to chat and answer every DM.

The resources available for help are lit

I wish there was a buffer on cancellatio

Customer inquiries. Ease of having everything in one system

I like that you can write a response and automate action items.

Email response and Social response API errors, having to reply in Outlook and IG instead. I encounter 2 errors a day per /60 tickets.

We are solving our lack of staffing by filtering all of our customer communication in one place. Our reviews are filtered using Stamped.io and receiving them in this software further streamlines our processes.

I love the fact it is easy to navigate. The macros are simple to use. It flows nicely between active emails and snoozed emails. I like being able to see email history as well.

The only thing I dislike is the multiple "refresh to update" notifications I get throughout the day. It does not happen frequently but when it does it can happen too often.

I am connecting with retail customers with the company I work for. It makes connecting with them easier. The snooze feature makes it easier to remember when a customer has not reached back out.

I love how seamless it is to quickly resolve customer issues. I also love that I don't have to leave the platform to refund customers. Everything that I need is within Gorgias.

I don't dislike anything. The only thing that I find complicated is creating rules to auto-close tickets. I will have to review this again.

I'm currently loving the rating system. I love that customers can rate our service which allows us to see where we can improve service + product-wise.

I like the efficiency of having all of our platforms in one place. I also that there's no more guesswork necessary on who answered what tickets on each platform.

Not always being notified of new chats although a rep isn't present. I also feel like things can be separated better. I also wish it was more aesthetically pleasing.

Having reps on a cell phone is a lot less. We've also noticed a quicker response time with the reps. We enjoy how easy it is to use this application. Our customers have shown how appreciative they are of our new operations.

So far, we are still setting up, the team at Gorgias is helping all along the way with everything we want to see Gorgias do for us! They are knowledgeable and available!

Nothing at this time is dislikable. Everyone has been so helpful and has great customer service! At this time I would not change anything about Gorgias.

We have not launched Gorgias live yet but so far as we are testing with our testing website I think Gorgias is going to do GREAT things for our company's customer service!

I love the support we get from Gorgias when it comes to make things easier for internal communications and reports, not to mention the way that all the tags help to organize the open tickets on customer service as well as those pending follow-ups from our company.

I only wish there would be a bottom or option that offers us to export everything to excel, in a most complete way. Other than that, I'm happy with this great bussiness tool.

We needed to find out the orders that needed to file a claim on their shipping for many reasons and we found the tags are great for this specific task. We know if something is missing, broken or deffective.

I Like that you can see all your notifications in one place and nothing goes unresolved. It makes it so much easier to help our customers. I'm really enjoying the ease of it.

There's nothing that I can think of that I don't like. I really think the program is a really efficient way to conduct our business and get better communication with our customers.

I get to help customers when they are frustrated and try to reach us in different ways, now I get to see it in one place. I'm glad I have this tool to help my customers.

The team from sales to onboarding to these support afterwards has been well thought out, and clearly communicated.

It wasn't as clear as how to set up SPAM filters, but our rep walked me through this.

Giving our customers an amazing buying experience through our support.

Good to have all communication sources in one platform.

The interface has many buttons and links. It looks a little bit overwhelming at first glance.

Connecting all communication platforms.

How easy and how many options the platform is to use.

I have not found any dislikes at the moment

Merging databases, crms and responding to clients effiently

You can watch each training section at your own pace and the videos are really short.

The only thing I do not like about Gorgias is that we are unable to unmerge cases

We can resolve a case all in one section. We can refund, cancel, create a new order, all in the customer's Gorgias case

being able to merge customer data and the ability to create reshipments/refunds etc directly through the shopify link-up

That there isn't an easy way to add gifs within the interface

helping customers with lost shipments, refunds for products they don't enjoy, manage their subscription, understand our products

The easibility of it. Also the analytics of it all. It give great feedback on agents, on reviews. It hooks up to so many apps and Shopify. It's amazing.

Wish there was a better way to search information for tags. Also better dms process

Getting through more tickets easier and faster.

Gorgis has totally streamlined all our CS needs. We now communicate much better internally on tickets and get back to customers faster. It saves us so much time too! Highly recommend!

I feel like it's really hard to track down getting paid out on referrals. Still haven't gotten paid and sent many to Gorgias.

Not getting tickets lost falling through the cracks. Everything now easily getas a response to.

I can assign tickets to the right people and all channels are coming through in one place

Maybe the layout could be a little clearer when there is a long thread of emails going back and forth

All customer contact is in one place and I can keep track of tickets

All our messages and social media platforms are in one easy convenient location. The new phone feature is great, especially since our team works from home and lives states away from each other.

Sometimes the automated rules and the spam setting will get some of the real customers looking for help so we have to keep an eye on those closed tickets and the spam folder.

We do not have to give everyone passwords to all our social media or any programs we simply sign in to Gorgias and they have all the messages and can respond from there. I can't believe we went so long without it,m I definitely see this program being used for us for the long haul!

The fact that all integrations- email, social, live chat, etc are on the same platform is my favorite feature.

I don't like that Instagram video ad comments aren't coming in.

Grateful to have Gorgias platform to organize the different views and folders needed to help respond to customers quickly and efficiently.

It integrates with all apps we use. We enjoy the vertical integration, it helps use solves issues fast and team saves time.

The menu is too crowded. It will be nice to create more accessible and user-friendly menus and features.

We are managing all our customer support tickets including SMS, phone and emails with one platform. The phone feature is something we just realized.

This platform makes its so easy to organize incoming messages, assign to team members, and be able to answer DMs and messages from social media. Learning that a new integration is coming out to include SMS and phone is amazing!

nothing everything is great right now! maybe reminders to check messages that have been 'ignored' or forgotten would be great because some messages get pushed back sometimes but the snooze button helps with that

We are able to answer customer questions, engage with the community on social platforms, and communicate effectively with collaborators and influencers for marketing campaigns

I manage Customer Service for a small company that's growing like crazy! Gorgias has helped our team so much with the organization of tickets and drastically lowering our response time! Our customers are noticeably more satisfied with our quick responses!

There is little to dislike about Gorgias! Even when certain integrations are down, we are always notified and the problem is solved in a timely manner :)

Previously, we had four agents working out of the same Inbox. Since switching to Gorgias, we've been able to have agents stay on tickets and respond to customers much quicker as a result :) We're not spending so much time reading through conversations to get the entire picture! The ability to leave internal notes is super helpful. We also have about four inboxes we monitor so it's super helpful to have those all in one place as well.

We have multiple staff that use Gorgias and I can appreciate that everyone can see who's accountable for which responses and it makes it super streamline for everyone to see how many open tickets they have every morning and afternoon. It helps with managing time at the business. We have 1 person who maintains the tickets but they do pass things off to others in case the response needs a little more context. And the macros make response time much faster as well

I have not received a notification once or twice. And once a response was written out and disappeared and I clicked send and close.

A benefit that we've found is mainly time management. The macros are the most used tool with Gorgias as a large number of our tickets use those. And I love that ability to reference past tickets and review responses with the team so we can make better processes and macros

I love the ability to integrate so many Different apps and channels into one space to manage all things CX -

The only dislike would be the statistics. I would love the ability to have more free reign on what reports can be pulled

Being able to see the customer service statistics in regards to answering time and revenue is a huge benefit to see where we lack or where we can grow.

It's so easy to integrate everything I need, as well as the ease of use in general.

I wish there was a better spam filter, but it's not a huge hassle to mark it as spam myself.

Customer service is wildly easy, even without automations/rules. Rules and macros are my favorite things though.

I love how easy it is to work within a team environment and with multiple users.

I really don't have any gripes with the platform.

Ticket management is much smoother, and having chat integrations on our website has been a huge benefit.

Gorgias has been integral to our company's success and enables us to easily and efficiently manage all customer enquiries from both email, social, as well as live chat. We love the countless features including macros, autoresponders and useful integrations. We also love that we can use the one platform for all of our businesses.

Nothing. We have found that Gorgias has all of the features that we have been looking for in a customer service ticketing system. The one small thing that could be improved is that the iPhone app will occasionally log our users out.

Handling queries from multiple businesses and platforms all under one platform. We love the macros feature as well as the range of innovative features for efficiency. Love how they are constantly coming up with new features to make our lives easier

We love the seamless integration with Shopify and the other leading eCommerce apps. This allows our agents to work so much quicker and more efficiently straight in Gorgias without having to move back and forth between everything.

Hard to come up with anything that we dislike about Gorgias. It runs super smooth and we haven't had any issues.

We're using Gorgias to handle all of our inbound customer services and chat. It's allowed our CS team to be much more efficient.

How easy it is to use, and how it makes my job easier.

When it goes under maintenance even tho it normally doesn't take that long.

Mostly providing assistance to customers in need.