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Gorgias
4.6
(504)
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Gorgias Reviews & Product Details

Gorgias Overview
What is Gorgias?

Gorgias is a customer service and helpdesk software designed to streamline communication between businesses and their customers. It integrates with multiple e-commerce platforms and centralizes customer interactions from various channels, such as email, live chat, and social media, into one dashboard. Gorgias enhances customer support efficiency by providing automation tools, customizable templates, and analytics to improve response times and quality of service.

Company Gorgias Inc.
Year founded 2015
Company size 51-200 employees
Headquarters San Francisco, California, United States
Social Media
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Gorgias Product Details
Capabilities
AI
API
Segment
Small Business
Mid Market
Enterprise
Deployment Cloud / SaaS / Web-Based, Desktop Chromebook, Desktop Mac, Mobile Android, Mobile iPad, Mobile iPhone
Support 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Training Documentation
Languages English
Gorgias Features
Asset Management
Audit Logs
Automated Routing
Canned Responses
Change Management
Collaboration Tools
Custom Fields
Customer Feedback
Customizable Branding
Email Integration
Escalation Management
Incident Management
Knowledge Base
Live Chat
Macros/Automations
Mobile Access
Multi-channel Communication
Prioritization
Problem Management
Queue Management
Reporting and Analytics
Role-Based Permissions
SLA Management
Self-service Portal
Surveys and Feedback
Task Management
Third-party Integrations
Ticket Management
Time Tracking
User Management
Gorgias Media
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Gorgias Screenshots
Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: December 14, 2024
Gorgias Logo
504 Gorgias Reviews
4.6 out of 5
Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
CP
Chanta P.
Wholesale Liaison
Share
"Gorgias is super user friendly!"
What do you like best about Gorgias?

I like the ease with which Gorgias integrates with the apps we use. I like that we can solve problems right in the platform without having to bounce around.

What do you dislike about Gorgias?

I wish there was more analytic data available.

What problems is Gorgias solving and how is that benefiting you?

We've been able to cancel orders, change shipping addresses and take care of customer issues right in the app. The efficiency leaves plenty of time for other tasks.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
MD
Mark D.
Cmo
Share
"Customer Service thats easy, affordable and works"
What do you like best about Gorgias?

The macros, ease of use. Simple pricing and live chat.

What do you dislike about Gorgias?

No real downsides. Perhaps that you only have the customer service rating at the higher monthly fee

What problems is Gorgias solving and how is that benefiting you?

Helping us have a call in number, helps us consolidate tickets from all the platforms we deal with including Amazon and walmart although we need to use another app for that which is a bit of a pain.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
CG
Cam G.
Director
Share
"Game Changing Customer Service"
What do you like best about Gorgias?

Pulls in all of our support tickets and enables our team to provide a great customer experience.

What do you dislike about Gorgias?

Team notification centre for comms / tagging could be useful.

What problems is Gorgias solving and how is that benefiting you?

Reduced response time. Identifying issues when they happen by pulling in data from all platforms.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
LE
Lynsey E.
Marketing
Share
"Gorgias has helped us so much!"
What do you like best about Gorgias?

Everything in 1 place, the ability to chat, email, respond to social media in 1 place and keep everything so organized.

What do you dislike about Gorgias?

Formatting options in emails aren't as robust

What problems is Gorgias solving and how is that benefiting you?

We are saving time by being able to internally respond and talk through issues within the email keeping it clear and concise and much closer to real time than previously.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
CH
Carolyn H.
Customer Service Manager
Share
"Gorgias - Helping Us, Helping Customers"
What do you like best about Gorgias?

Gorgias allows us to compile all of our communications, both in house, and with our customers via Instagram, Facebook, email and direct message. It's easy to use, easy to set up and works for us!

What do you dislike about Gorgias?

There are quite a few updates / can be issues with integrations which lead to issues delivering our best customer service to customers. Thankfully these are generally resolved quickly and we can then get back to doing what we do best!

What problems is Gorgias solving and how is that benefiting you?

We are able to integrate changes to orders, customer requests and real time changes that we can share with our team during the working day both at our main site and virtually.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
FM
Florian M.
Ceo
Share
"Absolut Empfehlenswert!"
What do you like best about Gorgias?

Wir benutzen seit ca. 2 Jahren gorgias und sind absolut beigeistert! Wir können es uns garnicht mehr vorstellen und Gorgias zu arbeiten, die Integrationen zu Shopify sind Top!

What do you dislike about Gorgias?

The Live Chat is slow sometimes. Also i would recommend to improve the mobile app because its difficult to identity the customer if you have multiple shops.

What problems is Gorgias solving and how is that benefiting you?

We do Customer Support with Gorgias, the best thing is that you dont need to leave the screen because there is a shopify integration.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
JJ
Joe J.
Operations Manager
Share
"Lifesaver for any Manager"
What do you like best about Gorgias?

It's given me the ability to really see what's going on by how quick emails,chats&calls are being taken care of to being able to have different tags to really get the nitty-gritty details of any order

What do you dislike about Gorgias?

like anything I wish I didn't have to set up anything or automation but that's being nit-picky.. they do a great job of making everything super easy for you. cant say enough good things

What problems is Gorgias solving and how is that benefiting you?

the problems were having remote customer service and not being able to tell how quickly things were being done or messy communication between people and not really knowing what was going on. the benefit is being able to see stuff that's happening

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
BS
Brandon S.
Email Marketing & Content Marketing
Share
"All Your Customer Service In One Place"
What do you like best about Gorgias?

Everything is integrated into one place. All of your emails, instagram comments, and even Klaviyo SMS conversations.

What do you dislike about Gorgias?

Not much to say about negatives. When we started SMS, we didn't have Gorgias integration but then they launched that within a few weeks.

What problems is Gorgias solving and how is that benefiting you?

Responding to our customers from different channels in one place has been the best thing about the platform.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
PC
Peter C.
Help Desk Manager
Share
"Responsive support team, continuously improving"
What do you like best about Gorgias?

The support team is easy to get in touch with, responsive to questions and feedback.

What do you dislike about Gorgias?

Feature requests can feel like they can go unheard, more customization options would be nice.

What problems is Gorgias solving and how is that benefiting you?

We are funneling our entire customer support flow through Gorgias, and it has helped tremendously in managing a growing customer base.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
SH
Sarah H.
Community Manager
Share
"Great all round system with great support"
What do you like best about Gorgias?

I like the ability to separate the views for different incoming enquiries and the ability to auto-close some tickets. The technical support is exceptional; the ability to chat to someone instantly from the team is beyond helpful and appreciated!

What do you dislike about Gorgias?

I dislike that IG DM's cannot be responded to in the similar way that IG is set up (personal, general and request folder) this means we still use the IG app to respond to DM's. I'm not sure if this is popular! I'd also love a weekly report emailed to me on our weekly stats. The stats are easy to access but it would save me time if a report could be generated automatically each week.

What problems is Gorgias solving and how is that benefiting you?

Remote working is easier than ever when using Gorgias and I like the ability to leave internal notes on tickets. We are definitely more productive when using Gorgias

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
GG
Guita G.
Chief Revenue Officer
Share
"Fantastic, easy to use and highly scalable - best for Shopify and great with Meta Ecosystem"
What do you like best about Gorgias?

Gorgias won us over with their seamless integrations between Shopify and Meta (Messenger, Facebook, Instagram). It allowed us to consolidate community management and eCommerce customer service.

What do you dislike about Gorgias?

In recent months, Gorgias has experienced various outages, our integrations disconnecting, etc.

What problems is Gorgias solving and how is that benefiting you?

In 2018 when we began using Gorgias, we wanted to be able to match Messenger queries with Shopify orders as a bulk of our inbound queries are coming through Messenger. We were able to do this easily with Gorgias (with other solutions - it was a nightmare).

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
5.0
KD
Katie D.
Operations Manager
Share
"Effortless customer support!"
What do you like best about Gorgias?

We love how easy it is to stay organized with Gorgias. We have it integrated to our various marketing apps, social media accounts, and returns service so we can gather a full understanding of the customer's experience and engagement with our company. We can easily view daily and real-time stats to make sure customer satisfaction is high and support is timely.

What do you dislike about Gorgias?

The only feature we find confusing is the tagging and auto-tagging. While this is intended to keep us organized, we discovered we were missing tickets that otherwise would've been answered in our general inbox.

What problems is Gorgias solving and how is that benefiting you?

We are able to get a birds-eye view of the customer experience, therefore we can understand exactly what they need (whether return, exchange, or general feedback). We love staying in touch with our customers all on platforms through Gorgias.

Small Business (50 or fewer emp.)
Dec 30, 2021
 Source
Overall Rating:
5.0
SM
Sal M.
C
Share
"If you have a Ecommerce store, Just Install Gorgias! Worth Every $!"
What do you like best about Gorgias?

1) Centralized Support ticket system 2) Automation 3) Phone Support/ Voicemail. 4) Integration. 5) Live Support!

What do you dislike about Gorgias?

It takes time to set this up. Its easy but, you just need to be careful when you have all the stores connected to your gorgias account.

What problems is Gorgias solving and how is that benefiting you?

In future,Gorgias is going to be the default Support ticket system. With gorgias in place, we do not really need too many support agents to deal with customer queries. 60% of our tickets are hanled by the Gorgias automation. With this being centralized, our order/customer data can be accessed via gorgias system. Saves Time!

Small Business (50 or fewer emp.)
Dec 24, 2021
 Source
Overall Rating:
5.0
Mitzy D. avatar
Mitzy D.
Customer Services Agent
Share
"Gorgias is the best platform for customer communication"
What do you like best about Gorgias?

I like the fact that I can chat and reply to emails all in one place

What do you dislike about Gorgias?

Sometimes there are to many updates and I cannot delete spam tickets

What problems is Gorgias solving and how is that benefiting you?

Reviewing customers orders and request, also Shopify

Mid Market (51-1000 emp.)
Dec 24, 2021
 Source
Overall Rating:
5.0
MR
Melissa R.
Customer Service Senior Associate
Share
"Excellent Platform!"
What do you like best about Gorgias?

It is very user-friendly, everything is handy and easy to understand I really like it!

What do you dislike about Gorgias?

Perhaps the updates can be done a little later at night.

What problems is Gorgias solving and how is that benefiting you?

Very user-friendly and customizable.

Small Business (50 or fewer emp.)
Dec 23, 2021
 Source
Overall Rating:
5.0
Moriah G. avatar
Moriah G.
Operations Manager
Share
"Great service!"
What do you like best about Gorgias?

Easy to use interface, navigation is quick with few bugs. Team easily adapted to the software quickly , the support has been great and really responsive to help guide you to a resolve or set up quickly.

What do you dislike about Gorgias?

Roadmap items seems slow to resolve and set up, regardless of hundreds of upvotes. An auto-merge would be really useful for my team to not have to merge tickets manually.

What problems is Gorgias solving and how is that benefiting you?

The team is more productive and generating more revenue through tickets and quick resolutions. Being able to setup the macro's with hyperlinks straight to the website/ product listing of commonly asked for questions is extremely impressive and useful.

Small Business (50 or fewer emp.)
Dec 21, 2021
 Source
Overall Rating:
5.0
Pranav S. avatar
Pranav S.
Co Founder
Share
"Saved us so much time and money!"
What do you like best about Gorgias?

We've gotten to 7 figures in revenue with Gorgias with just my co-founder and I running it. Macros make it super quick to respond to customers.

What do you dislike about Gorgias?

We'd love if there was an integration with our 3PL!

What problems is Gorgias solving and how is that benefiting you?

We use Gorgias to respond to customers across every platform, It's super easy for us and customers get a response on whatever platform they initally messaged us on.

Small Business (50 or fewer emp.)
Dec 14, 2021
 Source
Overall Rating:
5.0
KS
Katie S.
Customer Care Manager
Share
"The constant support and integrations are perfect!"
What do you like best about Gorgias?

The best thing about Gorgias is how quickly I can get in touch with someone when I have a problem. Also, being able to integrate Smile and Shopify so easily makes every interaction easier! I'm also a big fan of all the automation that's offered.

What do you dislike about Gorgias?

I don't have any downsides, really! The whole system works smoothly and easily.

What problems is Gorgias solving and how is that benefiting you?

Gorgias is great for dividing up workloads, finding out who needs service right away, and providing care to customers.

Small Business (50 or fewer emp.)
Dec 14, 2021
 Source
Overall Rating:
5.0
EM
Erika M.
O
Share
"What a game changer!!"
What do you like best about Gorgias?

We love the fact that we can have ALL our platforms on one app and not have to shuffle around.

What do you dislike about Gorgias?

Mobile app needs more work for accesability to functions.

What problems is Gorgias solving and how is that benefiting you?

We can reach out to customers faster and get lower call time, and more productivity.

Small Business (50 or fewer emp.)
Dec 14, 2021
 Source
Overall Rating:
5.0
MF
Maria F.
S
Share
"great customer service!"
What do you like best about Gorgias?

we have everything in one place in terms of orders from Shopify, returns, refunds, customers emails

What do you dislike about Gorgias?

sometimes our integration gets disconnected

What problems is Gorgias solving and how is that benefiting you?

better communication with our customers, fast and easy

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