I have been using Gorgias for about 7 years and the last few years the customer service has been terrible. For the past few months I am having an issue and the AI bot just says we opened a ticket an... See more
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nonexistent support. Very limited features in the support software. The ux is not very well organised and basic things like internal chat between collegues is missing. you cant even make a note on cus... See more
Gorgias is a nightmare. Their pricing is way too high for what they offer, and their sales tactics are beyond aggressive. We told them multiple times we’re not interested, yet they won’t stop calling... See more
Company replied
I don't know how there are 1 star reviews for Gorgias, they must be from their competitors. Gorgias is the only serious solution to replace vast customer service departments. It connects to every... See more
Company replied
Company details
Written by the company
The Best Customer Service and Live Chat Help desk For Shopify, Magento and BigCommerce Gorgias is a help desk (help center or customer support) for eCommerce stores that allows your customer service team to manage all of your support, customer service in one place. Top Shopify stores use Gorgias to reduce ticket first response time and increase the efficiency of their customer support teams. Using Gorgias gives your customer support team a true all-in-one help desk experience across email, live chat, phone, Facebook, Instagram, contact us page in one unified view to streamline your support tickets, saving you time and money. As opposed to solutions like Zendesk or Freshdesk, Gorgias has an extremely powerful integration with Shopify and Shopify Plus, so that you can see order details for a customer, and refund, cancel, duplicate orders without leaving the help desk app. Connect the most popular apps to allow you to cancel recurring subscriptions, modify loyalty points, and more functionality, without leaving your help desk! Use templates, automation, rules, and macros to cut support time. Your support team will be more productive and your customers will love you for it. (1) Provide Customer Service On Every CRM Channel - Manage conversations from email, live chat, phone, and social in one helpdesk - See the full customer live chat and message history across different channels in one view - Support for multiple stores (2) Cut Customer Support Time In Half - See customer support details and orders right next to the ticket - Use Macros (variables like order status, shipping date, etc.) to pre-fill answers - Respond in one click using pre-made templates - Respond instantly with live chat (3) Eliminate Ticket Backlog - Set up automated responses & bot to common tickets like “where’s my order?” - Create rules to manage your inbox, like tagging a ticket as urgent if it has the word ‘refund’ (4) Increase Conversions And Revenue - Live Chat with customers currently on your store - See which pages they're on and their purchase history - Trigger Live chats and contact form on important pages, like the checkout, and soon use Apple Pay (5) Do More Than Reply - Integrate other apps to your customer service app: loyalty, payment, shipping, ping & apple pay (soon) - Perform actions like awarding loyalty points without leaving the chat - Cancel, refund, or duplicate orders with a click from inside Gorgias Integrates with ReCharge, Shipstation, Messenger, Aircall, LoyaltyLion, +40more
Contact info
34 Harriet St, 94103, San Fransisco, United States
- support@gorgias.io
- www.gorgias.com
2.5
Poor
146 reviews
Replied to 20% of negative reviews
Typically replies within 1 month
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See how their reviews and ratings are sourced, scored, and moderated.
Reply from Gorgias
Thank you so much for your kind words, Casey!
We strive to make our platform user-friendly and efficient for everyone.
If you ever have any questions or need assistance, please don't hesitate to reach out. Your feedback is invaluable to us!
Great support team
Platform is pretty good, but the kicker is that the support is stellar.
March 30, 2024
Unprompted review
Reply from Gorgias
TJ,
Thank you so much for the kind words! 🙏
We really strive to provide top-notch support alongside our platform. If you ever need anything or have any questions, don't hesitate to reach out.
We're here to help! 😀
Support team resolved issue for us in a…
Support team resolved issue for us in a timely manner
March 22, 2024
Unprompted review
Reply from Gorgias
Hi, Team!
We appreciate your kind words! Providing timely assistance is a top priority for us.
Please feel free to let us know if there's anything else we can assist you with.
Easy to use great CS team
Gorgias is a super easy to use platform and their CS support team is awesome. Always fast replies and helpful when setting some more complicated rules and things up.
March 27, 2024
Unprompted review
Reply from Gorgias
Thank you so much for your kind words, Kelly! 🌟
We're thrilled to hear that you find our platform easy to use and that our brilliant Support Team has been truly helpful (as always). Providing excellent service is our ultimate goal, and we're delighted that you've had a positive experience with us.
If you ever need further assistance or have any questions, please don't hesitate to reach out. We're always here to help!
Gorgias has changed the game for us
Gorgias has changed the game for us! They are so quick to help/add feature requests and help you solve your issue. As well as when you schedule and call, they are all very knowledgable and kind! It's easy to learn how to use and their training docs are next level. Do not know what we would do without Gorgias!!!
March 25, 2024
Unprompted review
Reply from Gorgias
Hi Cathy! It's incredibly rewarding to hear firsthand how our efforts have positively impacted your experience. Thank you for entrusting us with your needs, and rest assured we're here to support you every step of the way! ⭐️
Great Platform For My Small Business.
I have been using Gorgias for over two years now, and I must say, it has been an absolutely incredible tool for my small business! With just a handful of employees, we faced the challenge of two long-term staff members retiring, both crucial to customer service and sales. Fortunately, before their departure, I started consolidating their expertise into Gorgias Help Centers and Macros. For me and my business, Gorgias has been a game-changer.
Initially, I had challenges in fully harnessing Gorgias' potential. I was on the brink dropping the platform, but knew I wasn't giving it a fair go. I decided to reach out to see what I could do better using their platform. After reaching out to them, it has been a game-changer. Now, I can confidently say that Gorgias is not just a tool but a vital asset that I cannot imagine running my business without. It's truly a joy to work with such a dynamic and evolving platform!
Over the past 4 months, after some additional turnover and searching for new employees, Gorgias has empowered me to efficiently manage service tickets and automate sales campaigns on our website myself. It's like having a superpower at my fingertips! Once tailored to our specific needs, Gorgias has proven to be remarkably efficient and effective.
What truly excites me is the dedication of the Gorgias team to innovation and improvement. They are always eager for feedback on their new products, and their willingness to collaborate and offer insights is truly refreshing. I've gained invaluable tips and tricks that have elevated our operations.
March 1, 2024
Unprompted review
Reply from Gorgias
Dear Tyler,
Thank you immensely for sharing your incredible journey with Gorgias over the past two years. Your words truly resonate with us, and we're thrilled to hear that we have been such a vital asset for your small business.
It's truly heartening to learn how you reached out to us when facing challenges in fully harnessing Gorgias' potential. Empowering small businesses like yours is precisely what drives us. We're delighted to have played a role in providing you with what feels like a superpower at your fingertips.
Your recognition of our team's dedication to innovation and improvement means the world to us. We're truly passionate about delivering the best possible experience for our users, and your feedback and collaboration are invaluable in driving us forward.
Thank you once again for your trust in Gorgias. We're honored to be a part of your journey, and we look forward to continuing to support you as you grow and thrive. 🌟
They were very responsive and quick to…
They were very responsive and quick to help. My issue was resolved in no time. Thank you Nikola!!
March 15, 2024
Unprompted review
Reply from Gorgias
Hi, Shamonna!
Thank you so much for your kind words! We're thrilled to hear that Nikola was able to assist you promptly and effectively. He's simply brilliant!
If you ever need further assistance in the future, don't hesitate to reach out. We're always here to help. 🙏
The GREEDIEST company out there
The GREEDIEST company out there! avoid at all costs!
I contacted Gorgias to ask them for some help, a former member of our team was meant to cancel the highly expensive 5k plus package we are on as it is not needed and we are too small to find benefit in the software. It appears a mistake was made because the cancelation did not go through.
I asked if they'd be kind enough cancel the contract or at least the remaining months as it was our mistake and instead of helping a customer who has spent over 10k they hid behind their terms and conditions and refused to help.
We are a small business and a small error has proved really costly! we really expected better support.
Do yourself a favour and pick another business that puts their customers first.
March 11, 2024
Unprompted review
Reply from Gorgias
Hello, Coby.
Thank you for sharing your concerns with us. We sincerely regret to learn about the inconvenience you've experienced during the cancellation process.
We understand the frustration that arises from such situations, especially for a small business like yours. Our intention is always to provide exemplary support to all our customers, and it's disheartening to hear that we failed to meet your expectations.
We genuinely appreciate your feedback, as it helps us identify areas for improvement. Please rest assured that our relevant team is actively working on your case.
If there's anything further we can do to address your concerns or assist you in any way, please don't hesitate to contact us directly within the existing correspondence thread. We value your business and hope for the opportunity to restore your trust in our services.
Thank you so much.
I am a professional I.T
I am a professional I.T. guy, my client is working with the Gorgias.
We had a small issue when I changed the MX Records of the mail server as we upgraded mailboxes from POP to Exchange.
I opened a ticket with Gorgias support and their support tech was awesome and easy to work with.
In that sense, for their support, I have to put 5 stars.
March 8, 2024
Unprompted review
Reply from Gorgias
Dear Daniel,
Thank you so much for taking the time to share your experience with us. We're thrilled to hear that our Team was able to assist you effectively during the transition from POP to Exchange and help you overcome the initial challenges.
Knowing that our Tech squad was able to meet your needs and make the process easy for you is incredibly rewarding.
If you ever have any further questions or need assistance in the future, please don't hesitate to reach out. We're always here to help.
Thank you again for choosing Gorgias!
Great Service!
March 12, 2024
Unprompted review
Reply from Gorgias
Hi Juan, we are glad to hear that you are enjoying Gorgias. We appreciate your support :)
It integrates seamlessly
It integrates seamlessly with popular e-commerce platforms, including Shopify and social media channels.
March 7, 2024
Unprompted review
Reply from Gorgias
Hi Ira, happy to hear our integration with Shopify and social media is working well for you. If there's anything else on your mind or any suggestions you have, we're here and ready to listen!
visible and prompt
always visible and prompt - leading great customer service by example :)
March 7, 2024
Unprompted review
Reply from Gorgias
Hi Elisa, thank you for your kind words! We appreciate your support and are here for you whenever you need us :)
Easy to use!
March 7, 2024
Unprompted review
Reply from Gorgias
Hi Kaleb, thank you for the positive feedback! We're glad to hear that you find Gorgias easy to use. If you ever need further assistance, feel free to reach out.
Like the continuous improvement on…
Like the continuous improvement on Gorgias to improve the customer experience on our online store.
March 1, 2024
Unprompted review
Reply from Gorgias
Glad you're noticing our efforts to improve your experience Cliff! Thanks for sharing your feedback.
We Love Gorgias
The best software for our customer experience team. Plenty of vital integrations and necessary as well as “nice to have” features. We are Gorgias customers for life.
March 6, 2024
Unprompted review
Reply from Gorgias
Hi Anne, we're so glad to hear that Gorgias has been a game-changer for your customer experience team. Thank you for choosing us. We're here for you whenever you need us!
Glad we switched!
We have been really impressed with the Gorgias product and the team. It's so easy to set up, learn, and use on a day to day basis. I really enjoy the product town halls and appreciate that the development team takes the user's feedback and suggestions into consideration! Bravo!
March 5, 2024
Unprompted review
Reply from Gorgias
Hi Elisa, thanks for the great feedback! We're glad you find Gorgias easy to set up and use. Thanks for being an awesome part of the Gorgias community!
LOVE LOVE LOVE Gorgias so much
Love Gorgias so much! Best customer ticketing service in the world! Gorgias forever!!!
August 30, 2023
Unprompted review
Reply from Gorgias
Thank you for your love and support Kali! We're honored to be your top choice for customer ticketing. Here's to a bright future with Gorgias! ⭐️
We moved away from Zendesk to the much…
We moved away from Zendesk to the much more affordable and tech-focused, Gorgias in 2022.
We have had an easy transition, with a few things that were missed from Zendesk, but Gorgias's team works hard behind the scenes to update and upgrade features consistently. At this point, those things have faded away into something better with Gorgias. It integrates with Shopify much more efficiently than Zendesk was at the time that we left them.
Overall, I would highly recommend the Gorgias experience!
March 6, 2024
Unprompted review
Reply from Gorgias
Hi Katie, thanks for sharing your experience! We're glad the transition to Gorgias has been smooth for you. We're constantly updating our features to provide the best service possible and we're thrilled to hear you are enjoying it!
Simply the best!
I handled different CRM tools, and by far Gorgias is the most efficient, transparent, and accurate with data. Close to perfection app!!!!!
March 7, 2024
Unprompted review
Reply from Gorgias
Wow, thanks for the stellar review Anarose! We're thrilled that Gorgias has impressed you as the most efficient, transparent, and accurate tool. Your feedback is invaluable, and we're committed to keeping up the great work!
Reply from Gorgias
Hi Allan, thank you for your feedback! We're glad to hear you're satisfied with our product. If you have any questions or need assistance, feel free to reach out. We're here to help!
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