Gorgias Reviews 146

Very easy to use for work and have a great visual platform

Gorgias stands as a paragon of excellence in the realm of customer support solutions. With its innovative features, user-friendly interface, and unparalleled customer service, Gorgias has revolutionized the way businesses engage with their clientele. Here's why it deserves a five-star rating:

Efficiency and Automation: Gorgias streamlines customer support processes with its robust automation capabilities. From personalized responses to common queries to seamless integration with e-commerce platforms, Gorgias saves time and boosts productivity.

Multichannel Support: Whether customers reach out via email, chat, social media, or other channels, Gorgias centralizes communication into one intuitive platform. This unified approach ensures consistency and coherence in customer interactions across all touchpoints.

Customization and Flexibility: Gorgias empowers businesses to tailor their support workflows to suit their unique needs. With customizable templates, macros, and tagging systems, teams can deliver personalized and efficient responses at scale.

Data-Driven Insights: Gorgias provides valuable insights into customer behavior and support performance through its robust analytics tools. By tracking metrics such as response times, resolution rates, and customer satisfaction scores, businesses can continually refine their support strategies for optimal results.

Exceptional Customer Service: Beyond its cutting-edge technology, Gorgias sets itself apart with its exemplary customer service. The Gorgias team is responsive, knowledgeable, and dedicated to ensuring the success of its users, providing invaluable support every step of the way.

In conclusion, Gorgias is not just a customer support platform; it's a game-changer for businesses seeking to deliver exceptional customer experiences. With its efficiency, versatility, and unwavering commitment to customer success, Gorgias earns its place as a five-star solution in the world of customer support.

I was a HUGE skeptic before onboarding Gorgias...and ever since the day we got started I've been beyond thankful that we did! Immensely powerful and valuable to consolidate ALL of our customer outreach and experience into one mighty platform ⚡️

Gorgias is incredibly intuitive and user-friendly. From setup to daily operations, navigating through Gorgias is a breeze, saving us valuable time and streamlining our customer support workflow.

The ability to customize the platform to our store's specific needs and our customers' preferences is great. We've been able to tailor responses, tags, and automations to fit seamlessly with our brand identity, providing a consistent and tailored experience for every interaction.

The automation features within Gorgias have allowed us to handle routine inquiries effortlessly, freeing up our team to focus on more complex issues and providing exceptional support where it's truly needed.

What I believe sets Gorgias apart is their commitment to innovation and improvement. It's evident that they are constantly listening to feedback and iterating on their product. The regular updates and optimizations ensure that we are always equipped with the latest tools and features to enhance our customer support operations.

Highly recommended!

Gorgias is an awesome tool for managing customer service. Their extensive integrations allow agents to see customer information and handle almost all necessary functions directly in the app, without having to navigate to various separate platforms. They also have extensive segmentation capabilities and automations that make customer service streamlined. We are very happy to be Gorgias customers!

Working with Susan and her team from Gorgias has helped our partnership grow and prosper. Our customers are being properly looked after while having all of our inquiries funneled and organized.

Gorgias has been a gamechanger for our small-but-mighty CX Team! Automation features, client support, and statistics knock other platforms out of the park.

Gorgias was always a little more expensive than other tools, but as time passed, they've started to break their product apart and re-introduce previous features as "new launches" and then charge a premium. Any doubts or questions concerning this will be met with argumentative and anti-consumer behavior.

It seems they're aware of their declining reputation considering they're now offering $ for leaving 5-star reviews on Trustpilot (per an email their team sent out on 03/06/2024). Proceed with EXTREME caution.

EDIT: Regarding Gorgias's reply to this review. Please see the exact email copy that Gorgias sent in the previously mentioned email.

"Embrace your love for Gorgias by sharing your thoughts! Leave a 5-star review, and be among the first 50 individuals to receive an exclusive $20 gift card as our token of appreciation. Your feedback matters, and we can't wait to hear from you."

It's apparent that they're trying to specifically incentivize 5-star reviews. Do not trust the flurry of review posts from 03/06/24.

Working with Gorgias is a seamless experience! It makes offering up top notch customer service easy and efficient.

Easy to use snd very easy to pick up!

Amazing product! Has really allowed us level up our customer support while scaling the brand.

Easy platform to use, but very limited in features and functionality. If you base your analytics on tags, then it is okay. They are pretty much a solution for small start up companies, but you will find out quickly that an upgrade will be needed. Customer Service is almost non-existent, had to wait nearly 4 weeks just to talk to someone about upgrades and features.

As a fairly new customer, we were promised many things that have not been properly communicated whether or not they can actually occur. The absolute worst customer experience, especially for a company who is suppose to be about support. No shows to meetings, no onboarding specialist, no response to multiple emails/tickets. Buyers remorse.

I downloaded Gorgias app on Shopify. I got a free trial (I believe it was 3 or 7 days). But after less than 48hours I decided to uninstall the app because the functionality and the pricing was not satisfactory to me. I have not conducted any business on the Gorgias app. I have not fulfilled any customer requests. I have not purchased any extra add-ons etc. I have simply tried out the app during my free trial.
On January 14th I was charged 202.19USD by Shopify for app usage and transaction fees. Part of this was a 34.68$ charge by Gorgias which is completely unsubstantiated. There is no reason why I would be charged 35$ during a free trial that lasts less than 48hours.
I was told by Shopify to get in touch with Gorgias. I did. The emails were long and wordy. The bottom line: Gorgias say they can not find my account and they can not talk to me about any charges because they don’t know who I am. They finally asked me for a confirmation email that they sent me. I know they did send me this email the day I signed up. However I no longer have this email because I regularly empty my trash can.
They then said: "If you don't have any of the proof we suggested above, I'm afraid that the only way to proceed would be to reach out to us from an email address that is currently tied to the account." while at the same time proposing that none of my two email addresses are tied to their system, which is impossible because those are the only two email addresses I use to operate my business. They also sometimes call me Jakob in their emails to me, even though I repeatedly made it clear that my name is not Jakob. Further proof that the customer service ticket system they themselves created seems quite faulty.
I request an immediate refund of the amount in question.
I have reported Gorgias to the Better Business Bureau, I have filed a dispute with American Express, I have filed a small claims court suit against Gorgias and I have a representative on Shopify who literally said to me "I am on your side here, Ben. This does not seem right". Let's see if these actions can help them improve their impeccable customer service ticket system. And for anyone daring to respond with some cut/paste kindness response to my review - I will not read it and anyone else reading this review: Don't trust these empty promises. I have been fighting this fight for two weeks now and there is no way to get through to them. They literally closed the door in front of my nose.

They have been sending constant emails for 6 months asking us to sign up and slating our current system. Despite many emails back asking them to stop email, they continue. I hope your software works better than your marketing team. 😂

Their actual software we demo'd alongside others and it was not great. For cost savings reamaze was better, and for a better platform try richpanel. (Which is also much cheaper).

The platform is fairly simple and has many integrations, Im very curious how many tickets we will go through.

Really expensive, functionality is subpar and customer support is awful.

I had a very simple billing request. Reached out to chat support, was told they'd contact billing. Then i was passed around by 4 different teams on email, until i finally arrived at someone that could even handle my request. By then they had forgotten all about my original question and just gave my some lazy reply regarding something else.

I had to repeat the question again, just to get a reply basically saying "Sorry, can't help you".

Would not recommend, are plenty of other alternatives that are much better.

We've been running a Shopify e-commerce business for 8 years, and switched over to Gorgias from Zendesk, attracted by the additional features. They do have good functionality and seem to have kept up with other CS apps, especially now that they have added SMS. However, we are frustrated that they do not have any immediate support options available, just a barely-attended chatbot where you're lucky if you can get a human response within 24 hours. For the price, my expectation is that I would receive at least a response to issues (not necessarily a resolution) within 1 hour.
Also, we have been been trying to get SMS integrated for over ten weeks now, with little success. Their "partnership" with Twilio seems to be very loose. We may consider just upping our Klaviyo plan to include this feature instead.

I have been experiencing a problem with the ticketing system for more than a week. The system does not open my tickets on time, and I have to do it manually every day. This is very inefficient and frustrating, as I have more than 100 tickets to deal with daily. I would appreciate it if you could look into this issue and fix it as soon as possible. Thank you for your attention and cooperation.

Really, really bad service. Our tickets haven't reopened for 11 days now; it's been happening monthly since May 2023, and the only solution they have is for us to reduce our tickets when we're paying for them.

Avoid Gorgias at all costs.