Reviews for Gorgias

Their support team is always there to help. Can't thank the team enough. Highly recommend Gorgias to any company utilizing Shopify as their helpdesk.

Honestly can't imagine life without Gorgias now! It saves so much time as we have templates for all of the most common customer service questions, and we've created an online help centre where customers can find replies to common queries without having to get in touch, which has further reduced the number if enquiries. The support team at Gorgias are really helpful and friendly too. Would definitely recommend :)

Our team switched from ZenDesk to Gorgias in April 2021. We're still using Gorgias as of March 2023. Their team responds quickly and takes their user suggestions seriously. They try to continually improve the software for the functionality of all their users. So glad we switched! Still love the move to Gorgias! Very happy with the platform.

The agents I have interacted with were very knowledgeable and quick with their responses to my requests. Thank you!

I love Gorgias! The app is perfectly integrated with Shopify, couldn't live without it. And their customer service responds in a few hours (normal you will say for a customer service app x) Keep it up!

Love this app. Great software and customer service. Integrates well with my tech stack (Shopify etc.).

Be careful. If you turn on auto-reply they will count it towards your billable tickets. There is no clearly visible disclaimer when turning on this rule. We incurred over $700 in overage fees which they are not willing to refund although we have been a Gorgias customer for years and have spent thousands with them. Hopefully this review will save someone else this grief. Feeling scammed.

Not really understanding some of the recent negative reviews of Gorgias. This is hands down the best customer service app we've used and it is constantly improving to keep up with the changing nature of support. We are a Shopify Plus user with five stores running through a single Gorgias account and the experience is seamless. Add to this a transparent product road map with the ability for users to upvote and suggest improvements, along with a very responsive customer support team, and you've got yourself the best support app for your Shopify store.

Gorgias has been so helpful in managing our inbox and providing better support to our customers. They are so responsive and willing to help build workflows/rules and layouts that better support our support team. I've worked with Gorgias on other clients, and they all love what the helpdesk has had to offer.

Can't remove this app from our site completely. The chat window keeps popping up, unable to find a solution on their site.

If you are like us, thinking of moving to Zendesk to Gorgias. Please don't. They advertise chat and email support BUT for chat its takes 5-6 hours to receive an initial acknowledgement and even then they still haven't responded to my query. For email support it takes 72 hours to receive an acknowledgement. Apparently they have lots of staff on leave and it was also 2 day public holidays but its been week and they chat is still showing limited support. If you are like me used to getting instance response from Zendesk chat support, don't bother moving. Also for integration we received no support, only some prerecorded videos. If you are SMB you are so much better of staying on Zendesk. Huge mistake on my part to move to this joke. Now I have to pay the developers twice to move back to Zendesk

All week I trialed different support apps in the order below 1: freshdesk, you get a lot of stuff for your money but none of it works. They're a lot of bugs and support is terrible. 2: Zendesk, Really expensive, terrible customer support especially tech team (literally the worst customer support I've ever experienced). I actually didn't manage to even set up the app in order to use it. overly complicated. terrible worst of the 3 by a long way. 3: Gorgias, Easy to set up. simple interface and just seems to work. I would give it 5 stars but the pricing for me as a small business is off putting. 60 dollars a month and still a ticket limit is why I didn't go for Gorgias from the start. things it doesn't have I wish it did. an option for live chat user to switch to their preferred messenger app...Facebook / Instagram etc and the chatbot options are a little thin from what I can see. but all being said. Don't waste your time on the others you'll end up pulling your hair out. Gorgias is easily the best if your new to customer service apps and want something very well integrated with Shopify. oh yeah. and currently I'm on the starter tier while I figure out what I might need. A lack of support on this tier is also another reason i didn't initially go for it.

Gorgias touts all of these integrations they have, but most setups are horrendous. Have to do a ton of work with all kinds of weird HTTP, web hooks and code stuff that most small business owners using Shopify may have a huge struggle. I know I sure have. Setting up Zapier integration is far too complicated. If you're going to support any integrations, please treat it like no one is a coder. Once we have to incorporate any code you've lost us. Also, the general UX experience of Gorgias is just not great. Navigation is weird and super busy. The mobile app couldn't be more worse. Lots of sales fluff on their website with very little followthrough, certainly with tons of friction for setup. I don't recommend this app at all.

We don't recommend this company to anyone. (1) Their customer service has consistently taken 24-48 hours to get back to our query, while they preach and teach their customers to reply within few mins and hours. (2) Their profit margin are their priority. All of a sudden I just got an email saying now they will charge nearly $2-3 per sms/voice calls, which was free till now. (3) Who charges per ticket!!! Why? Exactly explain why? We started using Gorgias as had seen mostly all shopify stores use it. (4) Recently, in a short frame of time, they developed a lot and lot of integration with other apps, which is great but it makes me wonder if other apps are getting paid by Gorgias through back channels, as these integrations increase the number of tickets created in Gorgias and Gorgias charges per ticket - seems very dodgy.

We used this app for a number of months but decided to migrate away. Gorgias is well established however we felt that it was trying to do too much and the customer got lost in persistent automation. The support team were excellent at the onset but that ebbed away over time and I didn't feel it was appropriate to continue with this solution. A nice product but not compelling enough to keep as our first choice app.l

Can't send SMS. It's been weeks and they still haven't fixed it. I rely on this heavily and no one knows when or if there will ever be a resolution. I'm losing clients because I can't operate fully.

I have had a great experience on my second try on getting Gorgias set up. The first time there were many issues. Amy Elenius reached out to me and has worked with me to get all my issues resolved and up and running. I look forward to growing my business by offering excellent customer service now that I have the perfect tool to do it. Thank you

DrinkWell

2022-11-16

United Kingdom

Emilija is super super helpful and stayed around all day to try and work on the issue I was having! Amazing service.

We've been using Gorgias for almost a year (after migrating from Zendesk) and it has made our lives considerably easier. Handling tickets is super easy, the tagging system is intuitive, and we have integrated Gorgias with all the apps and systems we use, which saves us a lot of time.

Been using it for almost 2 weeks now and it's an absolute game-changer. Even if you're just a one-person support team, it can give you multiple wings and save you so much time! Not to mention, they have excellent support as well that's prompt to reply.

Their support team is amazing. I just recently ran into an issue that stumped me for 2 of my 6 stores and Emilija was able to not only fix my issue but send me videos to walk through the changes and steps she took to do so which helped me out greatly now and for my notes in the future.

Gorgias is easily the industry leader and best choice. They are an innovative company with phenomenal support and product development standards. As a user, you will feel more like a partner. They are constantly putting the work to build the best tools to meet your needs. We use Gorgias with Shopify and it is by far the top live chat and support tool in the industry for startups all the way to enterprise. Alfred N Head of Operations Shikohin Inc.

We use this app to access our customers and order information on Gorgias CRM. The Gorgias Team is one of the most supportive teams I have dealt with. They have become a bit slower than before on chats but once you are connected to them they respond in a timely manner. The team members are friendly courteous and empathetic, they escalate if the issue is too complex and their tech team is also very responsive. The Support Team also does regular follow-ups if input or feedback for an issue is expected from our end. We love the fact that they take regular feedback on new improvements/ features and actually DO implement some of that feedback. In sum, despite some shortcomings/ limitations, we love being part of Gorgias for their excellent support and responsiveness.

One of the worst apps to use for customer service. 1. They updated how they pull in comments for Instagram ads without notifying us and started charging based on # of ads which is ridiculous 2. Their support "live" team is horrible - take 10-20 minutes to reply to each message. Will send one half-assed response, I'll reply to the chat right away, will not reply again for another 10-20 minutes. How is this "Live" support? How can a customer support platform have horrible customer support? STAY AWAY FROM THESE CROOKS

OrnamentallyYou

2022-09-24

United States

They care about profit more than the value they give to small businesses. I've heard many great things about them, and I was excited to try. Somebody contacted me after I had downloaded the app and told me they would be interested in getting on a call and go over the app and it's features. It sounded like a beneficent way to onboard a new customer into a pretty complicated app (at first glance atleast). I spoke to a charming salesperson, Zoran, who had told me about an onboarding specialist helping us set up and such.. But there was a catch, you had to sign up for their PRO plan that was in the ballpark of $300 a month. The first month was "free". There was no consideration for our business and how much we'd use it, even though I told them we wouldn't use that often in our non-busy season and once we got busier, MOST of our inquiries come from our Etsy channel. So it's very important that they have an Etsy channel integration. I emphasized that point numerous times. He said he'd look into it. I got out the call thinking that as nice as the guy was, he only cared about the sale more than anything else. We had a call in a week, and his attention to my top concern would provide a light whether my suspicions were true. As soon as we got on the next call, he said - and I think i'm paraphrasing here - "are you ready for the PRO plan!?". No mention of Etsy. It was just about making the sale. I called him out on the fact and said that there's no chance of us being on the PRO plan now for this year. That means no onboarding for us. The whole fake vibe of Zoran changed once he knew there would be no chance at us going on the Pro plan and pay $300 a month. The conversation swiftly ended after that because I mean, why talk to somebody who isn't paying your bills? For my fast growing business, I think we'd be better off using another provider that would care about building the relationship while we're small.