Gorgias: AI, Helpdesk & Chat

Integrations did not work during the call with a Gorgias employee but we were already charged a fee (which was refunded later). We also tried to solve the issue by ourselves but the documentation is not totally clear and we do not have enough resources for an extra task. It is frustrating to sign up to a new platform and run into problems from minute 0. I think the integration should be smoother and also they could offer a free implementation service for all the plans. Also the chat support service was not friendly and they took a lot of time to respond to our concerns.

I regret ever migrating from Re:Amaze. I cant comment on the software iteself because I cant get past the horrific customer support. Getting any help from Gorgias is like pulling teeth. They have zero regard for their customers time. STAY AWAY FROM GORGIAS IF YOU ARE GOING TO NEED ANY SUPPORT. And their support documentation is junk.

They don't listen to and don't care about customers. Its missing a MAJOR feature you have to have for ecommerce. Time tracking. Tons of people have been screaming for this for years and they just keep ignoring us. Want to know how efficient each customer support agent is? Can't do it. Want to know if you have a crazy customer that is taking up way too much time? Can't do it. Want to know the cost of customer support per brand? Can't do it. Time tracking is a simple easy feature they could they just don't care.

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.

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.