Reviews for Gorgias

Best helpdesk for shopify by far. We were looking for a help desk to make our life easier and I have to say even though our needs are very specific we are 100 % satisfied. It is simple to set up, the possibilities are endless and they have awesome support. They are not the cheapest, but the money is worth it.

At this point in time, I would say that their current rating of 4.3 (I'm giving 4 as the closest figure IMHO) is fairly indicative of where they're at -- for a TL;DR, you can look at all their 5 stars which highlight all the pros, to which I agree that Gorgias from an engineering perspective - is a pretty damn good E-commerce omnichannel helpdesk platform. In my lifetime of using Desk.com (previously by Salesforce), followed by Freshdesk -- I'm personally quite happy with the automations, macros and merging which are fairly intuitive. The Help Center mass upload feature was a bit broken unfortunately and that was part of where the troubles started and why I'm not giving a full 5-star review. As you would see with the rest of the 5-star reviews, their support/service team is pretty bad. I would say 3 out of 5 times I'd be given a canned response to an article, to which I would have already read and tried to troubleshoot myself before sending that first email. Thus, wasting my time in every first email I send out just to say "yes I've done that, what else can I try?" Most recently, it was escalated to someone with more technical experience (shoutout to Ogi) who not only was emphatic in making sure he was resolving my issue, but doing so in a timely manner because he didn't have all the answers either -- and he made sure I was aware upfront but would get back to me with a solution one way or another. Lastly, the onboarding experience was indeed non-existent. My sales rep was good in presenting the features (hence why he's in sales, and I loved it), but when it came to the more technical explanations, onboarding and helping me move forward it was unfortunately a bit underwhelming. As such, it did hold me back a month or two even trying to figure Gorgias out to the point where I just paid a month upfront so I can onboard my team and migrate from Freshdesk accordingly. Thankfully he did waive one month's fee as promised at the end, but it's such a huge disconnect between sales > support (L1), which I think would easily give them 5-stars all around if this part of their operations were fixed properly.

There is no better customer service app out there. After having tried and finding issues with nearly every other customer service app on the marketplace, Gorgias was the answer to all of our problems. We cannot recommend it enough.

Joanna was super helpful!

The integration was one of the easiest integrations I have experienced. The platform is very user-friendly and offers a lot of room for growth. Billing is based on the number of tickets, not the number of users so this can work very well for people who have a lot of users that interact with the tickets however the overall ticket count is lower. It is cost-competitive also. They offer additional revenue-driving features that are very nice because everything is housed in a nice platform rather than having to go to different apps and platforms. I have worked with their support on several questions and they have always been very responsive. This is a must-have tool if you want to bring your user experience. The default review process of the agents gets responses so we get real-time feedback on how support is going. Everything in the past never got much of a response rate. Great tool .

NOT GOOD. They just keep on spamming you with emails. If you don't reply, they continue sending spam - once a week. You add them to spam filter, they use a different mail server and messages go through. Awful system - too expensive and not useful at all. There are hands full better and much cheaper alternatives out there (who also respect your privacy and don't send unwanted spam).

Gorgias has an awesome integration with Shopify. It should be the go-to solution for CRM/tickets.

Pixie Wing

2023-12-18

New Zealand

Gorgias didn’t work for us in terms of pricing structure. It quickly became way more expensive than competitors offering a similar set of features and so we requested a cancellation of the service in September. Unfortunately that cancellation was not actioned and it wasn’t until December that we noticed Gorgias had been continuing to charge us. They refunded us once we reached out regarding this. They don’t make it easy to cancel, and you have to ‘request’ it rather than them having a simple ‘cancel button’. Clearly this setup leaves room for error.

Gorgias is an amazing tool. If you are doubting whether or not it will be a good fit, too expensive, or any reason holding you back from trying Gorgias, throw those thoughts away! I was on the fence for a long time, and I'm so glad I tried it. It is a great platform that is easy to customize to make it work for you. Also, the customer service team within Gorgias is amazing. They are great and very willing to help you fix anything that comes up! We're a small team, and it allows me to be able to respond to my customers quickly with Macros. I've even created campaigns that have sold products for me while I was sleeping! What more can I say other than this is a great product and I don't see replacing it anytime soon!

Stellar platform. Always lightning fast replies from support. New feature roll outs are on point and provide continuous value. Been a customer for 3 years with no plans of changing. Simply put we're huge fans.

Genuinely got no idea what we would do without Gorgias. We don't just use it for customer support and sales - we've even piggybacked onto it's ticketing system for internal workflows so staff aren't jumping between lots of different pieces of software. We looked at a lot of solutions this time last year and Gorgias was the only one that really had everything we wanted. 12 months on and we only plan on using it more heavily in more areas of our business. The only pointers I would give the staff here would be a) improve your search functionality! It's shocking! I'm saying this lightheartedly but I sometimes can't believe how hard it is to find an old ticket. b) We are heavy phone users and would like access to some of the phone events as triggers in some of the automation workflows. Thanks to the Gorgias team anyway. We're building an amazing business on top of you.

Fuel Meals

2023-12-06

United States

The absolute best eComm helpdesk backed by an incredible support team! Working with Gorgias and their team of experts is nothing short of wonderful!

STAY AWAY - They have Zero support and will pass you from person to person. There is zero on-boarding help and no one will pick up a phone to call you. You can only manage Facebook, IG, Tik Tok and email. It's not the be all end all like they make it out to be. For a company that sells efficiency and service they have NONE. In three days I think I recevied emails from 6 different people and not one of them knew anything! All they want to do is sell you there service and none of them know anything about what they are selling. I have emails from them saying "I know nothing on how to set it up, but it really great" How the heck you know it's great if you don't know how it works? Total waste of my time and energy trying to make this stupid thing work. I'll find something better with time.

5 stars speak louder than words! We truly appreciate your feedback and look forward to providing excellent service in the future as well. 😊🌟

They just won't stop sending spam emails. We asked multiple times to stop but still they continue. Don't know how they manage to get through the spam filter that I set up monthly to bnlock their email but they do. Bravo! We tried using it and that is what we found: 1) Very expensive compare to available free or less expensive apps on the market 2) They don't take privacy seriously. The privacy and general terms links are not even linked or working on their website. 3) The functionality and the price model is a huge joke ) Their team is only good selling their product or unnerving potential customers regardless if they want it or not Look for cheaper and better alternatives and you will certainly find some...

they propose you trial for 7 days to check if it is a good fit for you. After 4 test tickets and just import mail box my account was disabled and i was required to pay for plan ... ? i try to contact with support team to get some information what happened as i just install app and didnt even test it. i got information that trial is limited and i have to buy subscription to use app. so my question is where are these information >? that i can use only 4 test ticket and than i have to pay for subscription. and how iu suposted to test app with 4 tickets ? also support..... nice guy who enter chat. 10 min waiting for respond. and after 3-4 messages he just gone without any messages..... if this is how its work the best thing is not even start to avoid future issues

Loving Gorgias so far. The tips and tricks as well as their responsiveness is unmatched.

Really want to like this app given all the previous great reviews, but we are struggling with it. #1 - We use it for the most basic task: centralizing our e-mail helpdesk. But so far, we have run into issues with emails not syncing between GMail & Gorgias, we can't see replies that we sent via Gorgias in GMail which makes the experience super confusing because we cannot easily tell what we have replied to vs. not etc. #2 - I am sure the issues can be worked through, but what makes is even more challenging is that it is impossible to get on a support call and show the issues we are running into & get quick help making sure our setup is correct. Everything happens over chat. And while the team is fairly responsive over chat, most of the issues we are running into are complex enough that it feels like we are not getting anything resolved. For a helpdesk app, it is very disappointing that we cannot get the help we need to be successful. The schedule a help call calendar is booked 2 weeks out. #3 - The worst is even once we have a chat going with their team, the chat window disappears on its own and once you are out of the chat, there is no way to get back to it!

Quick response, lots of helpful information and links provided by operator.

The interface is absolute a mess, there's no guidance in regards to setting up a simple chatbot. I can't seem to grasp why all chatbots have to be so damn complicated to make, rather than making a straight forward process. Cut out all bs and make it simple, like it is suppose to be.

EngagePickleball

2023-10-13

United States

Great app, easy to use...their customer service is second to none and they are always quick to get back to us and keep us in the know of upcoming/planned updates and any issues/steps being taken to fix them

The features of this app make it so easy to interact with customers and I was really impressed with the onboarding process. Jami was amazing. She walked me through the app features that she felt would best meet the needs of my business. This was very impressive and showed that she had taken the time to learn about my website and my brand. The app itself is just as amazing. Gorgias makes things really user-friendly with the toggle on and off feature. I have not taken the time to explore all of the features but it seems to me Gorgias has provided a one stop shop for all things customer service.

Great if you like $500+ a month. It is not $60 as advertised.

After a confusing start with the app, I managed to get it working. The support doesn't have a live support chat for some reason, and after a while they emailed back mentioning a phone call... Not something I was looking for to be honest. When I signed up I really thought the Starter Plan was free but it's not so after 7 days of trying the app I will be removing. Wish they would support smaller businesses.

Really great support when needed.