Gorgias Reviews & Product Details

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