Reviews for Gorgias

Really great support when needed.

MirrorMate

2023-09-20

United States

We had high hopes for Gorgias. But key integrations they said they had simply did not work. We were told repeatedly the issues would be resolved, but after weeks we had to abandon. Further, the phone queue functionality is extremely limited. If phone service matters, do your diligence - this likely isn't the service for you. You can't prioritize agents, adjust queue roll times, offer call backs, etc. - pretty basic stuff for any operation, large or small. They have some nice features and this may work for small/niche applications, but it's just not ready for prime time if you truly are a multi-modal shop. Finally, beware the trial - they charged us up front and offered credits in subsequent months. When the platform didn't work as promised, they refused to refund the up front cost despite the fact that we never used the credits. Not a huge deal -the real cost to my business was the time, effort and expense of employees to implement a service that didn't live up to the hype, but it's reflective of a poor approach to clients/accountability.

We've been using Gorgias for over a year now, and we could not be happier. The support team is phenomenal and jumps in to help out whenever needed. Any question you have, any issue that needs addressing, they get on it and give you a resolution as quickly as possible. Their team is top-notch, and the way they keep you updated on new product features and how to deliver an exceptional customer experience using Gorgias is out of this world. I cannot say enough about what a great choice it has been to go with Gorgias.

Great app, Terrible support for bugs and issues. --- adjusted the review from 2 stars to 1 star after they decided to respond. They responded here as if something was going to happen, nothing happened. The service is terrible, they are constantly giving wrong advice and then someone else different picks up the ticket and gives additional wrong advice. ironic for a support ticketing app, shows their logic and systems doesn't work. save your sanity and find a different app.

very good App, Service and Support-Team

Best tool integrated with Shopify. Their team is agile, delivering multiple quality of life updates upon the time.

Great start to using Gorgias. Starting with the $10 plan, limited to 50 tickets. Set up was easy and spam messages or instant closes don't count towards overall ticket count, so you can get a lot of real tickets through in that amount. Very organized within the dashboard, easy to manage support tickets.

A great solution for the multiple ways for the different ways customers communicate with our store. Previously the setup was opening multiple different apps and URLS which was hard to keep track of with the multiple members of team unsure who has done what. With Gorgias we have only 1 inbox now for our emails, chats, socials, Trustpilot and we can be sure all communication is answered efficiently and tracked well. The automatiions are also a time savee with good spam detection, macros for quick replies and rules to assign tags and statuses. The personalised onboarding and support are great also. Highly recommended product.

I love Gorgias and the way it makes CX seamless - I've tried multiple other helpdesks and Gorgias has been my absolute fav so far!

I am absolutely thrilled to give a 5- star review to this exceptional service provider. Their product quality as well as customer service is outstanding. I can confidently say that this service provider has won me over as a loyal customer.

By Invite Only

2023-08-21

Singapore

Our company have utilised Gorgias for almost 3 years now. Our team have been loving Gorgias. Their customer support team have provided us with wonderful support and advise. Even when system has some trouble, the Gorgias team provides us with constant update and ensures that our issue is being resolved. Will recommend Gorgias for their awesome service, system and intuitive app that make the customer service team life a blissful one :)

Beddy's

2023-08-18

United States

We have had great luck with Gorgias and for the most part they are very responsive. We did just recently have an update that was horrible and it took about 3 weeks for it to be resolved and I felt like we didn't get much communication about it and when I reached out I kept getting the same questions over and over which made me feel like they weren't really paying attention. Before this, we rarely had issues and I'm hoping now that things are resolved we will rarely have issues so I did give 4 stars.

Love Gorgias, user friendly. I wish the old search was still available. All in all love using Gorgias!

Gorgias continued to bill AFTER we uninstalled the app from our Shopify Store. We also had consistent issues with Gorgias having significant down-time and the app logging out of our laptops and phones without notice. Unless you were on their most expensive plan, support was poor — ZERO live onboarding. We LOL'd at their reply to this review because their claim that they somehow help everyone equally was absolutely NOT our experience. It's self-serve unless you're at the very highest levels. One thing that particularly irked us was - after watching the how-to video, Gorgias expects you to grant them full access to all your brand's customer communication channels (email, all the social media channles, website etc). You never get to talk to a live person. We simply didn't trust or have faith in Gorgias to hand that access over. Luckily - many Gorgias features now come standard with Shopify since the latest Shopify update.

Gorgias is easy to work with and always helpful with a quick and effective answer when we reach out.

Having had the opportunity to interact with Gorgias ‑ Helpdesk & Live Chat, I can confidently say that it stands out in the crowded realm of customer service tools. The interface is seamless and intuitive, ensuring even the least tech-savvy users can navigate and make the most of its features. What's particularly impressive is their support team. They’re not just helpful, they’re proactive. Whenever I had questions or faced any issues, they were there with quick, detailed instructions, making the entire process a breeze. This reflects the company’s commitment to user satisfaction. All in all, for anyone considering a robust helpdesk and live chat solution, Gorgias is a top contender that should not be overlooked. Highly recommended!

My team made the switch from Kustomer to Gorgias last year and are very pleased - the increase in speed is phenomenal and the platform serves as a one-stop shop for our various integrations. I wish there was a more robust reporting system and that different features of Gorgias were more readily able to be automated.

This app has made our life a lot easier with automations and was pretty easy to set up. Customer service is very prompt and helpful!

Great customer support; they were able to help with issues integrating into the new system quickly and efficiently! Although my team has been having technical issues in some areas, the support team has been very helpful in getting us back on track.

If you know how to navigate this enough, it will be a treasure specially with the price :) I just hope there will be live chats in whatever plans you have

Primal Kitchen

2023-07-26

United States

Marijana was courteous and professional. She responded with detail and explained things in a way I could understand! I very much appreciate excellent service!

There is a MASSIVE bug in Gorgias - Once you click "Send" or "Send and close," there's a popup that says "Message sent" along with a button that says "Undo." If you close the tab before that goes away, your message DOES NOT get sent or saved in drafts. You have to do it over! I've spent an afternoon plowing through tickets and now I have to do ALL of them over again.

Very bad application and service. We sent an email to their billing department and we did not get a response on the unsubscription. Also very difficult to use compared to Helpscout. I do not recommend it at all. They made a reply and said that it is unsubscribed. However, IT IS NOT!!!!! I still see my credit card details and can login to my account. What is going on with you guys and why you made it incredibly difficult to cancel?

We recently had an amazing experience with Gorgias! Their platform was incredibly user-friendly and efficient, making it easy to manage customer support needs. The team behind Gorgias was knowledgeable and helpful, providing great service whenever we needed assistance. We were impressed with how seamless the entire process was, from getting started with the platform to resolving any issues that came up. We would highly recommend Gorgias to anyone looking for a top-notch customer support solution. Thank you so much for all your help!

Gorgias is a user-friendly tool with extensive customization options. It has significantly improved my customer service efficiency. The Gorgias support team is highly responsive, and the automation features are valuable.