Gorgias

Feb. 21, 2024

Good app, but the customer service is lacking, which is ironic seeing as it is a customer support app. It would be a 4-5 star rating if the customer support was better. They takes ages to reply, there was even a time where the team were on a retreat, and live chat was just turned off. The automated live chat rarely answers the query you have. But I would still recommend the app.

Feb. 19, 2024

I would have given 5 stars until the recent nightmare with the required DNS domain verification. We are a small, family based company without an IT department and this was too technical for us. It was presented as "simple" yet it was anything but that. It's technical jargon we didn't understand, the written directions were too complicated and confusing, and it took multiple requests with support to complete it (emails, calls, & chat.) Finally, with the help of Richard, it was done after a few weeks of frustration. As far as the platform, it's been a good tool for us and we appreciate the integration with gmail and social media into one location. We are fresh off that debacle, otherwise the support and program had been positive.

Feb. 19, 2024

Pretty good!

Feb. 16, 2024

not working even to setup the account, support low level seems they don't care to get new customers

Feb. 15, 2024

Offers so many great features to support your Customers as a business Team. Always evolving and offer continued education. Great staff and helpful speedy Team members. Thank you.

Feb. 13, 2024

Overall a great app and I think the best out there for customer service and integrating with shopify. Help is currently a bit slower than it used to be (maybe short staffed?) and getting through on live chat can be a bit of a chore too, but once I got an expert on my case he (Nikola) was extremely helpful getting my DNS record updates sorted and even sent personalised Loom videos. Definitely personal service.

Feb. 10, 2024

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

Feb. 6, 2024

ALWAYS timely and helpful customer service. I can't fault Gorgias, their features, developments, and customer experience.

Feb. 4, 2024

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

Jan. 31, 2024

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.

Jan. 23, 2024

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.

Jan. 15, 2024

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.

Jan. 12, 2024

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 .

Jan. 12, 2024

Joanna was super helpful!

Jan. 8, 2024

NOT GOOD. They just keep on spamming you with emails. If you don't reply, they continue sending spam - once a week. You add them to spam filter, they use a different mail server and messages go through. Awful system - too expensive and not useful at all. There are hands full better and much cheaper alternatives out there (who also respect your privacy and don't send unwanted spam).

Jan. 3, 2024

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

Dec. 18, 2023

Gorgias didn’t work for us in terms of pricing structure. It quickly became way more expensive than competitors offering a similar set of features and so we requested a cancellation of the service in September. Unfortunately that cancellation was not actioned and it wasn’t until December that we noticed Gorgias had been continuing to charge us. They refunded us once we reached out regarding this. They don’t make it easy to cancel, and you have to ‘request’ it rather than them having a simple ‘cancel button’. Clearly this setup leaves room for error.

Dec. 12, 2023

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!

Dec. 7, 2023

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.

Dec. 6, 2023

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.