Gorgias Reviews & Product Details

The macros has features where it can talk directly with shopify, which is very convenient.

For the company that I work for we can't respond to Instagram DM's. Also a lot of non-spam gets taken by the spam folder, and I don't even know where to find the spam folder. Also in the facebook comment section, the tagging of customers doesn't work optimal

I just see it as a tool to talk to customers through on multiple media. It's nice that it can search across all of them at the same time.

I like that I can make email templates so I can easily and quickly respond to common questions I receive at my job.

I don't like that the icon is on email. It blocks some of the words during the email and gets in the way. I don't know if there is a way to move the icon.

I use this the most for directions to my company or accepting or rejecting facilities requests. So instead of having to type roughly the same response every time I get a common question, I can use the template I created with Gorgias. I can create a short cut of each template for even faster responses. All I have to do is personalize it. Customers are impressed at the fast responses.

The automated Ticking assigning is a great feature.

We are still navigating Gorgias, however, we do feel for how big Gorgias is it should have more personalized and customizable options. Such as Hyperlinks and more customizable reporting. The capability of BCC within an email is a big thing for us along with the small File size allowed is a bit frustrating that we have had to make small workarounds for. we absolutely love our CS rep assigned to us, however, we wish that we had this person during the beginning steps of setting up our account. We would be lost without Natalie and she has been our fairy godmother to Gorgias, we just wish we had her from the beginning.

The fact that you can assign more than 4 tickets to one agent.

Some integrations were great like email, chat and Shopify.

Continually disconnects from Adobe/Magento leaving macros sending bad info to customers because it's not connecting customer orders. Macros/rules are not as intuitive as they should be and when you reach out to support they are not always helpful.

Puts most of Customer Service touchpoints in one place connecting customer profiles to their activities on site.