Gorgias: AI, Helpdesk & Chat

Our experience with Gorgias has been wholly positive - it's freed up a massive chunk of resource in our sales and tech support teams enabling us to add value elsewhere, which has been invaluable. We have a very technical product and the AI assistant has been incredibly accurate in it's advice and support over email and chat (albeit after investing a lot of time in training) and also at covering more mundane day to day queries that it dispatches with ease. It's generated a decent amount of sales too, which for a store with a avg sale value of over $2500 is impressive. My only regret is that we didn't adopt Gorgias earlier.

Gorgias has been the best CRM we’ve ever used! They keep rolling out new features that not only enhance the customer experience but also make life easier for our support team. The AI agent has been incredible at helping respond to customers; it even cancels orders automatically when someone requests a cancellation. It’s boosted our CSAT and freed up our team to focus on the bigger, more complex tickets.

The best in the game! Gorgias truly helps us be the best CX team we can be, with next-level automations, AI tools, and world class support. Their team goes above and beyond to level up their merchants and really listens to the feature requests they get. Can't recommend them enough!

We used a different platform before, and switching to Gorgias was one of the best decisions we ever made. I would like to address a few positive topics: Personalized onboarding: Several 1:1 sessions on migration + a super comprehensive help center. Historical data (e.g., from Zendesk or other platforms): Can be easily imported - retroactively up to 2 years. Intuitive interface: Easy to understand, very logical structure. Automation: Flows, order management, AI assistant etc. We achieved a 30% automation rate after a short time and are really very satisfied with the work of the AI agent. Price: Billing by ticket instead of user accounts – for us, this billing model is very fair and less expensive compared to other platforms. Analyses that really help: Ticket tags, performance metrics, etc. are easy to set up – dashboards can be customized using drag & drop which helps a lot. Deep integration with Shopify: Unfortunately, we have an ERP in between, but otherwise you can do a lot with this app and it saves an incredible amount of time because you no longer have to switch between systems, e.g., for refunds, customer data, etc.

Very underwhelming experience using Gorgias. I'm surprised there is so much fanfare surrounding this app. I tried getting passed the free trial and it kept telling me that my payment was successful but the app kept giving me a notification that my free trial expired. Beyond that I could not get support from Gorgias to resolve the issue and I struggled to set it up the way I needed. The application was clunky and unintuitive.

I cannot stress how crucial Gorgias has been to our CX team's success. No developers are needed, huge savings, and automations at your fingertips. Save your sanity and dollars and get on Gorgias!

Perfectly built for brands like ours. We’ve been using Gorgias for a few years now, and it really made for our type of business. It’s well integrated with Shopify and covers everything we need as a B2C brand. The pricing makes sense for our size, and the AI tools add real value.

For E-com CX, Gorgias is unquestionably the best option to build out. You can start small and scale up with your growth or transfer over from a legacy system like Zendesk (I did, best call I made for the brand!) and see your CX have immediate improvements. When you throw in their new AI assistance, you've got a world class software!

I couldn’t be happier with Gorgias, the team, the features, and the overall experience have been exceptional. We’ve been using Gorgias for four years now, and I wouldn’t consider switching to any other helpdesk.

We love Gorgias and it has been such a game changer for us! Not only for the experience we offer customers but also for helping lead the charge in changing the way people think about CX! Their team does such a good job at supporting you every step of the way and even though the tool speaks for itself, the amazing team is a cherry on top! Will continue to recommend gorgias every change We get!

Gorgias has made our customer support so much easier. The workflows and AI agent support have been incredible game changers for our team to make things more efficient and streamlined. We love that you can make changes in real time to adapt to the fast pace and quick adjustments of ecomm dtc brands. Everyone I've worked with at Gorgias has been knowledgeable, kind, and quick to find resolutions for us. They value customer service and it shows. Thrilled we made the switch to Gorgias and never looking back!

Has the features we need to facilitate excellent service. I'm happy with the reporting available to me to keep an eye on our KPIs, and their support team is very responsive if I run into any issues.

My contact form has been down for more that one day, emailed twice the support team and I got strictly NO answer from them. Overall the app is pretty good, but when something goes wrong, them it seems will not be there for you (except useless AI automatic responses).

I cancelled the service and they still billed me $900. They are refusing to refund the money even though it was cancelled before the renewal!

How ironic that a so-called CX app is giving me the worst customer experience ever. Our team has been reaching out for help since last month, and no one has responded. I’ve now sent two emails 48 hours ago regarding the outrageous $726 USD charge on my card. NO RESPONSE again. This charge was made without any prior notice or alert about a plan upgrade. That is unacceptable. I expect an immediate refund. On top of billing issues, the AI responses are a disaster. When there isn’t enough information, it fabricates random answers that only frustrate our customers. Plus we've been submitting multiple feedbacks to the AI responses, and no changes, same repsonse again and again. Worst of all, the lack of real support: you get bounced from one AI response to another, then finally to a person who passes you along again and promises a fix, but never follows through. This isn’t customer service. It’s avoidance.

the most expensive app we have ever used, just use shopify chat, you can configure the exact same.

Great!

Looks terrible, cheap and chaotic, not as advertised at all. Cant login, no email with PW reset is sent, customers are waiting.

This app has been working very well for us and I always get the help I need when there is an issue. The onboarding was easy. It works well with Yotpo and other app integrations. - We're quite pleased.

Within 24 hours of installing this app for a trial, an unsolicited meeting request was sent to me and other random people in the organisation.