Gorgias: AI, Helpdesk & Chat

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. :)

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!

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!

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!

Very poor after sales support.

Gorgias has become an essential part of our customer service operations at Michael Gabriels, and the support we receive from Roger Pivetta and his team has been truly exceptional. Roger and his incredible team is responsive, proactive, and genuinely invested in helping our business succeed. When we had issues the team took care of everything right away. What stands out most is that Roger does not simply respond to questions. He listens, follows through, anticipates what we may need next, and makes us feel like we have a true partner supporting our team. Everyone we have worked with at Gorgias has been knowledgeable, helpful, and committed to finding solutions. We are extremely grateful for Roger and the entire Gorgias team. We highly recommend Gorgias to any business looking for a powerful customer service platform backed by people who genuinely care about their clients’ success!

We’ve had a very positive experience with Gorgias, both with the platform itself and, especially, with the level of support provided by their Customer Success team. Throughout our time with Gorgias, we’ve had the opportunity to work with several Customer Success Managers, including Liam, Dee, and now Hannah, and each of them has been incredibly helpful and supportive. They have taken the time to understand our business, our customer service processes, and how we use Gorgias day to day. Our current Customer Success Manager, Hannah, has been fantastic to work with. She is responsive, knowledgeable, and proactive in helping us get the most out of the platform. Whenever we have questions, need assistance, or want to explore improvements to our setup, we feel well supported. We also appreciate that the support goes beyond simply resolving technical issues. The team is always willing to discuss our requirements, provide recommendations, and help us identify ways to improve our workflows and customer service operations. Overall, we’re very happy with the service and assistance we’ve received from Gorgias. Having reliable and approachable Customer Success Managers has made a real difference to our experience with the platform. Thank you Hannah, and the wider Gorgias team for the continued support!

It's worked great for my team so far!

We've been working with Gorgias for a few years now, and it has become such an important part of how we manage and continue to grow our Customer Service operation. What started as our helpdesk has turned into so much more. We’ve been able to use automation, Shopping Assistant, Convert, AI Knowledge and other tools to make things easier for our team, improve the experience for our customers, and turn CS into a meaningful revenue-driving channel. What I appreciate most is how Gorgias continues to evolve. There is always something new coming, and I’ve enjoyed having opportunities to beta test new features and capabilities, share feedback, and see that feedback help shape how the platform continues to develop. Just as important has been the partnership. We have the opportunity to continuously work closely with the Gorgias team to ask questions, work through challenges, and share what we’re seeing firsthand from both our agents and customers. They genuinely listen and always feel like our feedback matters. Gorgias has helped change the way I look at Customer Service. It’s no longer just about answering tickets but about creating a better customer experience, supporting our team, improving efficiency, and finding new ways CS can contribute to the overall business.

Gorgias has been super helpful in ensuring our customers are properly supported. I also appreciate the fact that Gorgias is open to innovation and feedback; this boosts our confidence in the tool.

Gorgias USED to have great customer support. We've used for 7+ years and unfortunately, their app/tech support has gone steadily downhill. Most recent issue took 3+ months to resolve, negatively impacted customer experience and resulted in the loss of a good number of repeat customers. It's become a weak link in our current Shopify tech stack.

Great tool for our customer service team! Always updated, clear, user-friendly and connected to our other internal tools. Our dedicated account CSM (Maca!) never leaves us alone, we have periodical scheduled meeting to see how it's going and to understand how we can escalate even more using their new features. Very satisfied about the tool and the service!

Phenomenal customer service, anytime we have a question, or need some help configuring anything, their team jumps on it quickly and gets it solved! We've rarely had any problems with this app and we've been very pleased with the performance. Our dedicated account CSMs have been so lovely and they are so knowledgeable, we'll be staying with Gorgias a long time.

Gorgias has been a game changer for us. We made the switch about a year and a half ago and haven’t looked back. The Shopify integration is unparalleled, and our CX team absolutely loves the platform. Gorgias is also constantly innovating and staying ahead of the curve. Beyond being extremely happy with the product itself, we’ve been equally impressed by the level of support we receive from their team. They’re responsive, knowledgeable, and genuinely invested in helping us get the most out of the platform. Overall, we couldn’t be happier with Gorgias and would highly recommend it to other brands looking to elevate their CX operation.

Great app and has made our CS life a lot easier. Not to mention a very responsive support team!

I use Gorgias every day to manage our customer experience, and it has made keeping up with customers across different channels so much easier. Having email, social, SMS, order information, and customer history all in one place saves me so much time. I also love being able to build macros, automate repetitive questions, and customize our workflows as our CX needs change. Their support team has also been super helpful anytime I’ve had questions or needed help figuring something out. Definitely a huge part of our day-to-day operations!

My company has been using Gorgias as our customer communication platform for 4+ years. Our customer service team loves it! The interface is intrinsically easy to use and Gorgias offers so many customizable features that allow you to track any performance metric you can think of. Most of all, their customer service is amazing. They are quick to respond to my needs and provide solutions right away. I've never had to wait more than an hour to receive a response. Our Gorgias rep, Milos, always goes above and beyond and is a genuinely kind and helpful person. I would highly recommend Gorgias to any company who values efficiency, data analysis, and quality. Gorgias makes caring for customers effortless because we're able to communicate through every touch point in one central location (phone, chat, email, and even social comments). Gorgias gives our company the ability to go above and beyond for our customers, which is a significant contributor for our growth and success.

Gorgias has been a great addition to our Shopify store. The AI Agent handles customer questions quickly and accurately, especially order tracking and shipping updates. It saves our team time while still giving customers helpful, clear answers. Highly recommend!

We have been using Gorgias for several years for our EU store and implemented it to the US store approximately 4 months ago. Since then, we have seen excellent results. Gorgias consistently stays ahead of the curve by continuously introducing new features and improvements. Combined with their highly dedicated Customer Success Managers, they have become a valued partner and a pleasure to work with.