Gorgias: AI Helpdesk & Chat

One of the worst apps to use for customer service. 1. They updated how they pull in comments for Instagram ads without notifying us and started charging based on # of ads which is ridiculous 2. Their support "live" team is horrible - take 10-20 minutes to reply to each message. Will send one half-assed response, I'll reply to the chat right away, will not reply again for another 10-20 minutes. How is this "Live" support? How can a customer support platform have horrible customer support? STAY AWAY FROM THESE CROOKS

I use this app daily for multiple uses within our company. The app has even introduced new special features that make it all the more worthwhile. The support team is just an added bonus as they are always prompt and efficient in addressing my needs.

Sent us an email to say they are TRIPLING the price we pay. Disgusting how they treat customers! Don't do it. They are too big to support startups now. This is an enterprise app these days.

This app smells scammy all over the place. Used it for a while, but it got to complex. Then trying to get out, is not easy. No delete account button, and you need to chat with them. And how is that going? Not good at all, since they are stalling,... stalling.... stalling....

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.

We've been using Gorgias for over a year now, and we could not be happier. The support team is phenomenal and jumps in to help out whenever needed. Any question you have, any issue that needs addressing, they get on it and give you a resolution as quickly as possible. Their team is top-notch, and the way they keep you updated on new product features and how to deliver an exceptional customer experience using Gorgias is out of this world. I cannot say enough about what a great choice it has been to go with Gorgias.

We love Gorgias! It has helped our business to streamline our support and help center. We love the way their website chat works by pulling useful articles by "understanding" the intent of the customer.

We're really enjoying Gorgias - the migration was super quick and smooth and the interface is very easy for out team to get to grips with. The reporting features and automated flows are a big bonus. Just waiting for Whatsapp integration to go live and then all our CS can run directly through Gorgias!

Positive experience so far. Easy to use, lots of resources, and very helpful support! I would recommend it to any business owner who is looking to improve their customer support.

Gorgias is the perfect ticketing system for ecom (especially with Shopify users) I love a good tech stack that is all integrated. Great job guys. The FB community is just a great bonus too!

We have been using the Gorgias app for almost a year now, and it has allowed us to continue to grow our company without having to add customer service staff. It streamlines the whole CS process, integrating every channel of communication into one tidy but robust platform that one person can manage, allowing as much automation as we could possibly want or need, but making it completely customizable so we can maintain the personal and human touch our customers value so highly. they provide training both live and asynchronous, and when I just need to reach out to get an immediate answer, they have never failed me, even on weekends. Gorgias lives out the kind of customer service we want for our company, and they make it possible for us to do.

Great app with really good customer service! Over the last few days I have had to reach out to customer service for a couple questions and they helped me tweak a few things in a matter of minutes!

We absolutely Love Gorgias! The helpdesk exceeds our expectations. It allows us to automate simple tasks, organize and assign tickets efficiently and manage our customer service department with customer care in mind. On top of all that the support team at Gorgias is very helpful and always available to assist us with our inquiries. Would highly recommend it to any team looking to streamline their customer service process especially if you use Shopify for sales.

Gorgias added phone and IVR to their CS offering. In trying to switch from Grasshopper to Gorgias for our IVR phone service (as it was included with our PRO offering) it took a few inquires to get the answers to questions I was seeking, BUT after a few back and forths, I was able to get detailed answers to the questions I was seeking. Overall, as long as you're patient and willing to persist/ pry a little, it seems you can get the answers and a little more help outside of links to articles you've likely already read.

I sent a screenshot what I am looking at, and I can get a quick and helpful response from the team, thank you!!

We use this app for our customer service & warranty departments. Pulling in the customer data and historical order data is a real time saver. Customer support is pretty top notch as well. We had prior experience with another ticket software and Gorgias is just better.

Received the most amazing help this morning from Ognjen M, all my problems solved and was very patient with me.. can't thank you enough :)

As always, the support I received this evening was quick, professional and resolved my issue. Thank you Ognjen M.

Amazing Support! They have helped us so much within the last couple of weeks and Emilija B has especially helped us a lot today. Really really thankful

Excellent app! Easy to set up and use. Communication with our customers has been significantly improved and it's great to see how our agents are positively progressing month by month. Gorgias customer service is also excellent! There's no question they cannot answer. :) Would definitely recommend the app!