Gorgias: AI, Helpdesk & Chat
Gorgias is a customer service platform that has received mixed reviews from users. While many appreciate the AI agent for handling routine inquiries and freeing up team members to focus on more complex issues, there are concerns about the mobile app's glitches and the Voice feature not working effectively. Some users have also expressed frustration with the billing model, particularly regarding spam calls being identified but still charged for. Despite these issues, users generally find Gorgias to be a valuable tool for organizing customer interactions across multiple marketplaces and improving customer service efficiency.
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Solid customer support, includes features we need, great options for adjustments.
The biggest issues are the mobile app and Voice (Phone) feature. The mobile app can be glitchy, talk-to-text is unreliable, and Voice doesn’t work through the mobile app. Calls have to be forwarded to another number, so you basically need someone at a computer all day to get the full functionality. Our biggest complaint is spam call billing. Gorgias can identify a call as spam, but it cannot automatically block it. If you ignore the spam call but it leaves a voicemail, you still get charged for a Voice ticket. Once you exceed your allowance, those tickets can get expensive. We pay $1 per Voice ticket within our plan and $2.20 per ticket once we exceed the limit, including spam calls that Gorgias identifies as spam if they leave a voicemail... SO WE GET CHARGED $2.20 PRETTY MUCH EVERY TIME A SPAMMER CALLS US, AND GORGIAS REFUSES TO DO ANYTHING ABOUT IT. With AI spam calls becoming more common, Gorgias really needs to fix this. Don’t identify a call as spam and then charge customers for it anyway. The billing model also creates a strange incentive. Gorgias identifies a call as spam, but if spammer leaves a voicemail, Gorgias still gets paid for the ticket. At $2.20 per overage ticket it adds up quickly. That said, we’re generally happy with Gorgias. It keeps most things organized from all of our marketplaces, and we can keep track of customer interactions fairly well.
Thank you for taking the time to share such detailed feedback. We’re glad to hear that Gorgias has helped your team keep customer interactions across your marketplaces organized, while we’re sorry that your experience with our mobile app and Voice feature has fallen short of expectations. We understand your frustration around spam calls, particularly when a call identified as spam results in a voicemail and a billable Voice ticket. We also recognize your concerns regarding the current mobile Voice experience and the impact these limitations can have on your team’s day-to-day workflow. We appreciate you raising these points so clearly. We’ll review the concerns you’ve highlighted with our Engineering team to better understand how we can improve this experience. Additionally, a member of our Leadership team will reach out to you directly to discuss your concerns in more detail and see how we can best assist. Thank you again for your candid feedback and for continuing to use Gorgias.
The gorgias AI agent is amazing and has really relieved pressure from our customer services department. Over time we have worked closely with our account managers Stefan & Alessandro to really tailor it to our business needs and ensure the tone of voice matches our brand. I would highly recommend brands utilise this tool to help make efficiency gains - its much better than other tools on the market that we have previously used and is consistently receiving 5* CSAT scores. Ali & Harbour Lifestyle (Head of Ecommerce & Website)
Thank you so much for this amazing review! We love hearing how much of a difference the AI Agent has made for your team, both in relieving pressure and driving efficiency while keeping your brand’s tone of voice intact. We’ll be sure to share your kind words with Stefan and Alessandro — they’ll be thrilled to hear it! Thanks for trusting Gorgias and the AI Agent to support the Harbour Lifestyle team!
Gorgias has been a great addition to our customer service workflow. The AI agent handles a solid chunk of routine inquiries on its own, which has freed up our team to focus on more complex issues. Really happy with how it's performed so far. :)
Love hearing this — the whole point of the AI Agent is to take the repetitive stuff off your team's plate so they can focus on the conversations that actually need a human, so it's great to know that's exactly what's happening for you. Thanks for sharing, and here's to even smoother workflows ahead! 💪🏼
Our small Support Team has started working much closer with our CSM, Emely Tapia, over the last couple of months and we couldn't ask for better guidance! She has been so attentive and helpful with our deep dive into optimization projects, particularly with our AI Agent, as we head into the peak season. Thank you for all you do, Emely!
Thank you so much for taking the time to write this wonderful review! 🫶🏻 We'll be sure to share your kind words with Emely; she'll be thrilled to hear that her guidance has made a real difference for your team. It's great to know the AI Agent work is setting you up well for peak season, and we're excited to keep building on that momentum together.
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