Gorgias: AI Helpdesk & Chat
The reviews are overwhelmingly positive about Gorgias’ core value: merchants praise the platform for centralizing support channels, improving workflow efficiency, and reducing repetitive work through automation and AI features. Many reviewers say the AI Agent, Shopping Assistant, macros, and unified inbox save time, help teams handle higher ticket volumes, and even contribute to revenue growth. Support quality is also a major strength in many reviews, with several customers highlighting responsive, knowledgeable, proactive Customer Success Managers and hands-on help during setup, optimization, and troubleshooting. The negative feedback is concentrated around support and billing reliability in a few cases. Some reviewers report poor after-sales support, slow issue resolution, canned responses, and unresolved technical or integration problems that affected customer experience. A few also mention frustrating billing practices, especially around Voice/spam call charges, as well as mobile app glitches and limitations in the phone feature. Overall, the app is seen as powerful and evolving, but some merchants want more dependable support, clearer billing behavior, and better polish in certain features.
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Muhammad was a huge help! Excellent service, definitely 5 stars.
Very disappointing experience with Gorgias. My access to the service was cancelled without explanation, yet my credit card continued to be charged for two months while I couldn’t use it. Despite reaching out, I received no response or explanation for why my access was removed or why the charges continued. In my experience, this is unprofessional and unacceptable. I’ve lost trust in Gorgias and would not recommend them. Not to be trusted, when things goes south they don't care about your business. But happy to keep taking your money. ZERO STAR
Solid customer support, includes features we need, great options for adjustments.
Thank you so much for the great review! We’re happy to hear that Gorgias provides the features and flexibility your team needs, and especially that our support team has been there when you need us. Thanks for choosing Gorgias, we’re excited to keep supporting you!
UPDATE: Lowering our review from 3 stars to 2 stars due to terrible customer support. We’ve repeatedly followed their suggestions to resolve spam call billing issues, but nothing has worked. Instead of actually investigating the problem, they keep sending the same canned AI responses. It’s frustrating, lazy and has left us with an even worse impression of Gorgias than before. .... 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!
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