Sophia Webster review for Gorgias: AI, Helpdesk & Chat

There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers). Where other platforms are making leaps and strides, Gorgias stays still, and never gets better. When you make requests for improvements, they never listen, even for ones that would clearly make their product better. Its just not really where a customer service tool should be in 2026. I could not recommend it to others. They recently updated the UI.... fine... but the basic features just aren't there... it's like they don't have a dev team making improvements. Shame really. Will - Electric Labs