ProHealth Longevity review for Gorgias
Sept. 21, 2022
In response to Gorgias' response- DO NOT USE THIS APP IN THE NEAR FUTURE. Since my original review we now have had several people reply to our emails and customer support requests, but all they've done so far is confirm that the system isn't working in the ways we're saying that it's not working. The phone system kicks agents off calls when new calls come in, the email import timed out after days of trying to import emails, then wiped our account clean when the import failed, when emails are uploaded we're getting duplicate emails in multiple boxes so agents are doing double work and stepping on each other's toes, our user accounts were all deleted over the weekend and nobody knows why, you can't leave an after hours message, etc... like I said before it's a great idea but a HORRIBLE execution. At this point we're trying to get our money back for the time we paid for the service that's worse than unusable- it's making our agent's jobs harder and wasting our tech team's time. Hopefully with the $30MM they just raised they can actually build the service that they're selling. And Connor used a free gift for listening to the pitch offer to get my attention then never sent the gift and hasn't replied to any of my emails after the account sign up was completed. He got his sale and was done with us. ******* Original Review: It's a great idea and they sell it well but it doesn't work and nobody calls you back. Starting with the salesperson, Connor who makes promises that the company doesn't keep, to the implementation team that disappears before the integrations are working, to the system itself that isn't ready for use (no hold function on the phones and when a call comes in and an agent is on the phone it kicks the agent off the current call and gives them the new call) gorgias is a huge disappointment. I never write bad reviews, btw but all of our emails to anyone in the company are go unanswered and the executive team isn't reachable on linkedin or any other way. Hopefully this review will get someone's attention at gorgias and they can fix this situation.
Hello team, Thank you so much for leaving a review, but I'm so sorry to hear you've had such a bad experience with Gorgias! Regarding the phone issue, we sent you a reply on Saturday, please take a look and we'll be more than happy to continue troubleshooting this for you as it's definitely not expected behaviour. And not to worry - our tech teams will be involved right away if the issue isn't easy to solve on the agents' side. As for promises Connor made that we didn't keep, could you please share some more about what was promised and wasn't delivered? I'll be more than happy to loop Connor in as well and we can all jump on a call, if needed. Just let us know! To address the putting agents on hold feature, it's currently on our Roadmap here https://portal.productboard.com/gorgias/1-gorgias-product-roadmap/c/221-put-customer-on-hold-during-call, set to be released in late 2023. You can vote for the idea right there - the more votes, the higher the priority. And finally, to address the unanswered emails, while we did have a huge surge of tickets and some agents out of office which resulted in a backlog - for which we truly apologize - we managed to reply to everyone during the weekend, so please take a look at our latest reply and we can continue our troubleshooting. We want Gorgias to be the perfect solution for your business and we'd be more than happy to help! Thank you once again for your patience and your review - every piece of feedback helps us learn and get better. All the best in the meantime!
