Gorgias: AI, Helpdesk & Chat

Nov. 28, 2018

God these guys! Alright, they spammed me multiple times to go review and so I'll do it. Love the idea of the app, but their own support is really so poor it makes me worry how anyone can use their app for support. If you want to use Android, don't bother-- there's no app AND the web integration is completely broken. (It's close but has a major bug where you can't type anything to respond.) The CEO spams us with requests to review. I reply telling them their Android browser site is completely broken for responding to tickets-- I get two completely different people responding (not the CEO) and they're clueless as to what's going on or how to fix the issue. So they just say "use iOS" or something-- this is 2018, no idea why that's even possibly a response. Then I get another spam from their CEO saying I should review the app. So here I am... I hope they're happy! Maybe he reads these? Oh, and before I even tried Gorgias for real I asked them if they had a very simple feature via FB messenger-- I asked them if a customer could view their own tickets across different services or if they were left piecing it together from their chat logs/etc. Seems like an obvious help desk thing to do, right? Let customers see their own ticket history and responses, etc? (Just like what agents see, or perhaps cleaner...) but no, no such feature. Not the end of the world not to have a feature (I signed up anyway), but the support experience from them on Facebook was so bad. I realize now it's because they're using Gorgias itself and have multiple people responding. So the 1st person didn't understand what I was asking (hadn't seen a real helpdesk portal before I guess) and brushed me off--- then the 2nd person was confused, too. Finally I think that when I was fed up they put someone who was STILL confused, but at least was more cordial and finally understood what I was asking to tell me that, no, the novel feature of giving my VIP customers a way to see their ticket history wasn't something they'd thought of before (or didn't seem to have a desire to add). Like I said, not the end of the world not to have a feature like that-- perhaps I'll write it myself, but it should have tipped me off how bad their support quality is. The app itself on desktop is fine-- though it has a long way to go to be easy to use. If you have a lot of tickets, the very flat view structure they have will limit you and get cluttered/confusing (as the defaults already are). A little more iconography or folders or something would go a long way. Rules and their integrations seem to work pretty well, so I can't really fault them there-- I think that will go okay, especially if they work to refine things. But fundamentally if their own company can't even use the tool to create good support for their own tool, it really worries me that the entire premise of the tool is flawed for good support. It feels like whoever is on staff grabs any ticket and their goal is very rapid closing without actually solving issues-- and because the agent changes and they're rushed, they don't really engage at all to understand the question or issue. TLDR: App has potential, but (1) their own customer service is responsive but dismissive/un-engaging/etc which makes me feel like their own tool doesn't lend itself to amazing customer service (or they don't understand good customer service enough to be building this app), (2) they have no feature to let customers follow their own ticket history (which is big for building long-term loyalty and is found in most ticket systems), and (3) they literally ignore one of the most popular browsers on earth (Android/Chrome) and are dismissive that it doesn't work when they don't have an Android app yet. Oh, and they'll spam you to review their app without even bothering to be sure you're satisfied.

Nov. 12, 2018

Today I am celebrating my 1 month anniversary with Gorgias and I couldn't be happier. Mind you we migrated 4 separate Zendesk Basic accounts into 1 Multi-Store Gorgias Pro Account but the process could not have been more seamless and their team continues to exceed expectations at every opportunity. Mind you, in parallel we we operating with reduced personnel BUT I'm confident that without Gorgias we would not in the healthy state we are today in addition to the tremendous improvement we saw in our KPIs, see below: Of our 4 stores existing within our 1 Gorgias Advanced account we've seen: - 60-90% improvement in 1St Reply Time, 145 HRS w/Zendesk vs. 18 HRS with Gorgias - 90% improvement improvement in Avg Open tickets a Day, 255/day w/Zendesk vs. 27/day w/Gorgias on avg -20-40% improvement in % Tickets Solved, 59% w/Zendesk vs. 85% on avg w/Gorgias Net/Net: You can't beat the price, intuitive interface, the modular flexibility, nor the support level. Best decision we made this year

Oct. 25, 2018

Gorgias always impresses us at Run Gum. From integrations, to chat, to automation. This is the best Customer Support app we have used... and we have used them all at some point.

Oct. 16, 2018

Gorgias has better Shopify and social media integration than our previous Helpdesk (ReAmaze), making it worth the extra $$/month. The ability to customize macros and rules is excellent as well. Analytics functions are also more complex than our previous app. We did have a few bugs when we first launched the app- the Gorgias team helped us out but it did take a few days to remedy. Some of the options aren't terribly intuitive but it seems like with a bit of practice in the app you can figure out these nuances.

Oct. 15, 2018

This is the best tool for customer service! Highly highly recommend. We'd tried Zendesk, but this was so much better and much more affordable. Thank you to the Gorgias team for helping us drastically reduce our response time. This tool is amazing!

Oct. 15, 2018

A great messaging tool for businesses, the interface is simple and easy to understands. The snooze option is a definite plus with keeping the flow of tickets organized and clutter-free. Also, appreciate how easy it is to tag tickets without too many rules to do so.

Oct. 15, 2018

This app has been a game changer for our company and has been working flawlessly. The value is enormous. It's also very well executed. I tell every entrepreneur I meet about it.

Oct. 9, 2018

Everyone has been so helpful with questions when we made the switch over to Gorgias and the platform is really intuitive and easy to use. So many time-saving measures to increase efficiency within the app as well.

Oct. 2, 2018

Big fan of Gorgias. Great product for a fraction of the price of Zendesk and Kustomer. Their support is super responsive, as well.

Sept. 26, 2018

Gorgias is not only visually easy to navigate but it is pretty straight forward with all it's features that provide great help for the company I work for. The Customer Support is one of the best parts of using this also, not only available via Live Chat but also on email and they even provide service updates if there if some little bug occurs. Overall, glad we have adopted this ! Nick Bodega www.bdgastore.com Customer Support Manager

Sept. 14, 2018

We use this app for email support and chat. We've tried a few different ones and Gorgias is probably the best. It's still missing some functionality though. To be completely honest, it seems as though the company is in growth mode and more focused on fundraising/growth than appeasing it's existing customer base. Feedback and response times on slower than average when compared to other apps, but I would still recommend this app.

Sept. 14, 2018

they say on the highest plan they will have someone dedicated to your account and that's a bologna , getting someone to get us up and running and help us design the campaigns is a task, we are still waiting for that dedicated rep who was supposed to help us 2 months ago. Software is good but promises are a joke.

Sept. 12, 2018

I absolutely love Gorgias! It has changed the way that I have done Customer Service. I love the Macros, and love that I can get through all my emails faster. It saves me so much time and effort when taking care of countless customers. I hope that Gorgias continues to improve and make updates to improve the sorting options. It would also be nice to be informed on what each update does so that I can implement it.

Aug. 31, 2018

We were using Zendesk, which has a lot of features (that we didn't need/use). Our main reason for leaving Zendesk was because of the price. Gorgias was easy to setup and transition to. We had all of our past emails saved in Gorgias and they provide everything we could need to assist our customers and it is much more affordable than Zendesk. I am very happy that we made the transition and would recommend others to do so.

Aug. 29, 2018

We tested a couple different apps for customer service. The level of integration with Shopify is a cut above the competition, enabling us to streamline operations and increase efficiency. Setup was straightforward, and the Gorgias team has been terrific and responsive to questions and requests for help. We are pleased!

Aug. 28, 2018

Outstanding!! It took less than and hour to install and learn how to use and we were talked through it via video chat. really easy to use, does everything we want it to do and more and amazing support. I would give more stars if I could.

Aug. 27, 2018

Gorgias is an amazing support app. It makes simple things but perfectly. It allows us to automate most of our processes thanks to macros and integrations.

Aug. 15, 2018

We have had Gorgias up and running for a month and it has made our customer service process a lot easier. We have integrated our social media comments and queries which means nothing is overlooked. Support at Gorgias have been really helpful in not only helping setting up but making sure we are using everything to its maximum potential. Really happy we made the change.

Aug. 14, 2018

Gorgias is great! We are about to end our trial and cannot wait to continue using them for all our media platforms. Had a hard time syncing our email and the customer support helped us along the way. The onboard call they suggested was super helpful, they told me what would be the best way to organize and keep good stats for our business needs. They scheduled a follow up call for a few months down the line to make sure we are still happy and doing good with the application. Thank you Gorgias team!

Aug. 8, 2018

The help desk is awesome! If you have a question they get back to you very quickly!