Gorgias

March 9, 2024

I'd like to express my positive experience with Gorgias' help desk app, which has proven to be a valuable asset for handling customer support on my Shopify store. Despite encountering a few initial bugs, the Gorgias team promptly addressed and resolved them, demonstrating their commitment to improving the overall user experience. While there's room for improvement in terms of support responsiveness and waiting times, my overall satisfaction with the app remains high. I want to extend my gratitude to Dunja from the Gorgias support team, whose guidance has been crucial for a new store owner navigating both Gorgias and Shopify. I am optimistic about the continued success of my experience with Gorgias and appreciate the ongoing support.

Feb. 29, 2024

Gorgias is a convenient customer service solution. Instead of remembering to check email, chat, FB, IG etc, it is all in one place. 4 stars instead of 5 as it is a little hard to set up and takes some getting used to.

Feb. 19, 2024

Pretty good!

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.

Aug. 18, 2023

We have had great luck with Gorgias and for the most part they are very responsive. We did just recently have an update that was horrible and it took about 3 weeks for it to be resolved and I felt like we didn't get much communication about it and when I reached out I kept getting the same questions over and over which made me feel like they weren't really paying attention. Before this, we rarely had issues and I'm hoping now that things are resolved we will rarely have issues so I did give 4 stars.

Aug. 16, 2023

Gorgias is easy to work with and always helpful with a quick and effective answer when we reach out.

Aug. 7, 2023

If you know how to navigate this enough, it will be a treasure specially with the price :) I just hope there will be live chats in whatever plans you have

July 11, 2023

We downloaded and set everything up losing our whatsapp history in the process - the app is good but we would still need to go outside of the app to manage facebook group comments and others areas such as whatsapp ony being able to reply within 24 hours which doesnt work for us over the weekends - regrettably will need to find another solution

June 13, 2023

Gorgias is our first ticketing system. We've used it for about a year and it's been a game-changer in managing customer issues. So much information at your fingertips, pulled in from Shopify. Recently I built a Help Center and Quick Replies; both excellent for efficiency. I had some final questions and the Gorgias Chat was not that helpful, nor did they answer timely. So I scheduled a Zoom session with a consultant - in 30 minutes Maria solved all my issues and my Help Center and automated replies were launched by end of day! I would give Maria 5 stars but overall this review is 4 given the delayed or opaque replies I have received from the Chat help, multiple times. That said I highly recommend Gorgias if you use Shopify. We have 9 people in our company-so you don't need to be big to benefit from this tool. I seriously cannot imagine running our business without Gorgias at this point. My husband and I are in a different place than our CS team. The ability to oversee customer issues, and manage escalations is amazing.

June 2, 2023

Our small (5 employees) company switched from Hubspot to Gorgias about two months ago and we're very satisfied. Our customer service rep is absolutely thrilled with how easy to use and intuitive Gorgias is. The integration with Shopify was seamless and far more helpful than what we received from Hubspot. I especially love having the customers' entire purchase/contact history right next to their message - it makes it far easier to prioritize VIP customers!! We had one issue last month and unfortunately had to wait over an hour for assistance (hence the four stars), but I was assured it was due to a high number of tickets that day.

Feb. 22, 2023

All week I trialed different support apps in the order below 1: freshdesk, you get a lot of stuff for your money but none of it works. They're a lot of bugs and support is terrible. 2: Zendesk, Really expensive, terrible customer support especially tech team (literally the worst customer support I've ever experienced). I actually didn't manage to even set up the app in order to use it. overly complicated. terrible worst of the 3 by a long way. 3: Gorgias, Easy to set up. simple interface and just seems to work. I would give it 5 stars but the pricing for me as a small business is off putting. 60 dollars a month and still a ticket limit is why I didn't go for Gorgias from the start. things it doesn't have I wish it did. an option for live chat user to switch to their preferred messenger app...Facebook / Instagram etc and the chatbot options are a little thin from what I can see. but all being said. Don't waste your time on the others you'll end up pulling your hair out. Gorgias is easily the best if your new to customer service apps and want something very well integrated with Shopify. oh yeah. and currently I'm on the starter tier while I figure out what I might need. A lack of support on this tier is also another reason i didn't initially go for it.

Feb. 10, 2022

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.

Dec. 27, 2021

Had an issue with email and Emilija was great with assisting me. She emailed me daily to give me an update and didn't stop until it was corrected.

Oct. 21, 2021

There's been a few issues previously, but all seems to be working fine at the moment, and it's running smoothly.

Oct. 20, 2021

ThePorterCollective.com The Customer Support at Gorgias is readily available and very helpful. There are sometimes lags in the responses (hence 4, not 5 stars) but the replies are spot on, leading me generally is the right direction. The app works very well. It took me a bit to get the hang of it but now it's invaluable. Thanks!

Sept. 10, 2021

Gorgias is not perfect, but it is very good. Their connection with Shopify itself is stellar, and that enables some great QoL features in the app and access to some unique metrics. It's occasionally slow and clunky, and there are limitations (especially with regards to live chat) in customizability. This is often frustrating, but the core product is so good that I'm willing to cut my losses on some of these auxiliary features. I would definitely recommend Gorgias, but just know it isn't perfect.

May 5, 2021

I have just started using this app, simple to set up once you understand how things work and the customer support is incredible! Milan has been very helpful, any questions that I have had have been answered quickly and any issues have been resolved efficiently.

March 4, 2021

Great support! Milan helped me install the new chat wizzard in lightning speed! Would get 5 stars if you could organize emails better (folders) and had a search option on the mobile app.

Jan. 22, 2021

So far so good, we are fledgling users of the system with our new Shopify store. Support helpdesk is always on the case - great service. However some of zee translations in zee system are a leetle bit French.

July 10, 2020

Easy to use and great integrations. Developers listen to users and make changes/take suggestions. Staff is super helpful! It has room to grow, but I'm confident in their vision!