Gorgias: AI, Helpdesk & Chat

Gorgias was awesome at troubleshooting our issue with DNS records for our domain. They were prompt to reply and very courteous.

Nikola helped me with fixing rules in Gorgias. Thank you.

Best helpdesk for shopify by far. We were looking for a help desk to make our life easier and I have to say even though our needs are very specific we are 100 % satisfied. It is simple to set up, the possibilities are endless and they have awesome support. They are not the cheapest, but the money is worth it.

At this point in time, I would say that their current rating of 4.3 (I'm giving 4 as the closest figure IMHO) is fairly indicative of where they're at -- for a TL;DR, you can look at all their 5 stars which highlight all the pros, to which I agree that Gorgias from an engineering perspective - is a pretty damn good E-commerce omnichannel helpdesk platform. In my lifetime of using Desk.com (previously by Salesforce), followed by Freshdesk -- I'm personally quite happy with the automations, macros and merging which are fairly intuitive. The Help Center mass upload feature was a bit broken unfortunately and that was part of where the troubles started and why I'm not giving a full 5-star review. As you would see with the rest of the 5-star reviews, their support/service team is pretty bad. I would say 3 out of 5 times I'd be given a canned response to an article, to which I would have already read and tried to troubleshoot myself before sending that first email. Thus, wasting my time in every first email I send out just to say "yes I've done that, what else can I try?" Most recently, it was escalated to someone with more technical experience (shoutout to Ogi) who not only was emphatic in making sure he was resolving my issue, but doing so in a timely manner because he didn't have all the answers either -- and he made sure I was aware upfront but would get back to me with a solution one way or another. Lastly, the onboarding experience was indeed non-existent. My sales rep was good in presenting the features (hence why he's in sales, and I loved it), but when it came to the more technical explanations, onboarding and helping me move forward it was unfortunately a bit underwhelming. As such, it did hold me back a month or two even trying to figure Gorgias out to the point where I just paid a month upfront so I can onboard my team and migrate from Freshdesk accordingly. Thankfully he did waive one month's fee as promised at the end, but it's such a huge disconnect between sales > support (L1), which I think would easily give them 5-stars all around if this part of their operations were fixed properly.

There is no better customer service app out there. After having tried and finding issues with nearly every other customer service app on the marketplace, Gorgias was the answer to all of our problems. We cannot recommend it enough.

The integration was one of the easiest integrations I have experienced. The platform is very user-friendly and offers a lot of room for growth. Billing is based on the number of tickets, not the number of users so this can work very well for people who have a lot of users that interact with the tickets however the overall ticket count is lower. It is cost-competitive also. They offer additional revenue-driving features that are very nice because everything is housed in a nice platform rather than having to go to different apps and platforms. I have worked with their support on several questions and they have always been very responsive. This is a must-have tool if you want to bring your user experience. The default review process of the agents gets responses so we get real-time feedback on how support is going. Everything in the past never got much of a response rate. Great tool .

Joanna was super helpful!

Gorgias has an awesome integration with Shopify. It should be the go-to solution for CRM/tickets.

Gorgias is an amazing tool. If you are doubting whether or not it will be a good fit, too expensive, or any reason holding you back from trying Gorgias, throw those thoughts away! I was on the fence for a long time, and I'm so glad I tried it. It is a great platform that is easy to customize to make it work for you. Also, the customer service team within Gorgias is amazing. They are great and very willing to help you fix anything that comes up! We're a small team, and it allows me to be able to respond to my customers quickly with Macros. I've even created campaigns that have sold products for me while I was sleeping! What more can I say other than this is a great product and I don't see replacing it anytime soon!

Stellar platform. Always lightning fast replies from support. New feature roll outs are on point and provide continuous value. Been a customer for 3 years with no plans of changing. Simply put we're huge fans.

Genuinely got no idea what we would do without Gorgias. We don't just use it for customer support and sales - we've even piggybacked onto it's ticketing system for internal workflows so staff aren't jumping between lots of different pieces of software. We looked at a lot of solutions this time last year and Gorgias was the only one that really had everything we wanted. 12 months on and we only plan on using it more heavily in more areas of our business. The only pointers I would give the staff here would be a) improve your search functionality! It's shocking! I'm saying this lightheartedly but I sometimes can't believe how hard it is to find an old ticket. b) We are heavy phone users and would like access to some of the phone events as triggers in some of the automation workflows. Thanks to the Gorgias team anyway. We're building an amazing business on top of you.

The absolute best eComm helpdesk backed by an incredible support team! Working with Gorgias and their team of experts is nothing short of wonderful!

Quick response, lots of helpful information and links provided by operator.

Great app, easy to use...their customer service is second to none and they are always quick to get back to us and keep us in the know of upcoming/planned updates and any issues/steps being taken to fix them

Great if you like $500+ a month. It is not $60 as advertised.

We are overall very happy with Gorgias and all the features it offers. The support team is quick and easy to work with and always answers our questions in a timely manner :) There are many features we enjoy about this platform!

Really great support when needed.

We had high hopes for Gorgias. But key integrations they said they had simply did not work. We were told repeatedly the issues would be resolved, but after weeks we had to abandon. Further, the phone queue functionality is extremely limited. If phone service matters, do your diligence - this likely isn't the service for you. You can't prioritize agents, adjust queue roll times, offer call backs, etc. - pretty basic stuff for any operation, large or small. They have some nice features and this may work for small/niche applications, but it's just not ready for prime time if you truly are a multi-modal shop. Finally, beware the trial - they charged us up front and offered credits in subsequent months. When the platform didn't work as promised, they refused to refund the up front cost despite the fact that we never used the credits. Not a huge deal -the real cost to my business was the time, effort and expense of employees to implement a service that didn't live up to the hype, but it's reflective of a poor approach to clients/accountability.

very good App, Service and Support-Team