Gorgias: AI, Helpdesk & Chat
Gorgias is a Shopify App that has received a mix of positive and negative reviews from ecommerce merchants. On the positive side, many users praise the exceptional customer support provided by the Gorgias team, with dedicated Customer Success Managers who are responsive, knowledgeable, and proactive in helping businesses succeed. The platform itself is lauded for its user-friendly interface, automation tools, and constant innovation, making it a valuable asset for managing customer service operations. Additionally, the AI features like the AI Agent and AI Shopping Assistant have been highlighted as game-changers, improving efficiency and customer experience. However, some users have raised concerns about the declining quality of after-sales support, issues with AI functionality, and high pricing per ticket, leading to dissatisfaction and a few negative experiences.
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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.
We've run customer support for our footwear brand on Gorgias for years. Over the past couple of months we've been building out the AI agent with our CSM, Emely Tapia, and it now resolves a real share of inbound tickets before anyone on our team touches them. Emely has been responsive and hands-on throughout. She works through the specifics with us rather than pointing at help docs. Good product, and the support behind it is what made the setup actually land! Thanks, Emely - you made all the difference!
We appreciate this amazing review, Team Inkkas! 🫶🏻 Love seeing AI make a real difference for your team, and thank you for the trust you put in it. We'll be sure to share your kind words with Emely, too. Thanks for sticking with us all these years, and let's keep the momentum going!
An essential, evolving partner for Alessi’s customer experience! Gorgias is a comprehensive, continuously evolving tool that has transformed our support operations. It has allowed us to automate over 50% of customer inquiries while maintaining an excellent CSAT score. Working with our Customer Success Manager and the entire Gorgias team is a pleasure—they are proactive, supportive, and dedicated to our success. We are thrilled with the results and excited to keep growing together!
Hi Alessi team, thank you for taking the time to share your experience with us! Seeing that you've automated over 50% of your inquiries while keeping CSAT high is exactly the outcome we love to celebrate with you.💪🏼 We appreciate your kind words and are just as excited to keep growing together!
Thanks so much for the 4-star review! We're glad Gorgias is working well for your team. If there's anything we can do to make it a 5-star experience, we'd love to hear it—just reach out anytime at [email protected].
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