Gorgias Reviews & Product Details

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.

I wish there was more analytic data available.

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.

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

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

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.

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

Team notification centre for comms / tagging could be useful.

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

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

Formatting options in emails aren't as robust

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.

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!

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!

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.

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!

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.

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

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

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

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

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

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.

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

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

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

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

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!

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.

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

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.

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

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).

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.

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.

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.

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

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.

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!

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

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

Reviewing customers orders and request, also Shopify

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

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

Very user-friendly and customizable.

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.

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.

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.

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.

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

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.

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.

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

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

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

Mobile app needs more work for accesability to functions.

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

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

sometimes our integration gets disconnected

better communication with our customers, fast and easy