Gorgias Reviews 146

Customer Service is horrible - Once you paid for the service there is no one to help you, just a chat service where they send you links. No one talks you through anything or help you. I will be going back to Salesforce once this 12 months is over.

Highly over priced. Pricing model is ridiculously expensive. Spending over $1000/month for emails. Billing increases monthly as well.
Terrible experience.

1) These folks spam me. Regularly. The spam is not can-spam compliant - its missing mandated information such as a company address, the ability to opt out, and a flag indicating it's spam.

2) I replied asking to be opted out. Several months later I received a response indicating I had been, complete with a sales pitch at the end. Spoiler: I had not been opted out.

3) When I received additional spam I opened a support ticket asking for them to not contact me. Twice, because they messed it up the first time. And the second time.

4) I still get spam from them. I've escalated my request as far as the founder (romain at gorgias.io) and cofounder (alex at gorgias.io). This has not resolved the aforementioned spam issues. Related aside, who names a kid after a type of lettuce?

5) They want to schedule a meeting with me to discuss how they support multiple escalation channels - but for example, instead of using their product to triage facebook support requests, they instead ask you to open a ticket. Then fail to resolve the ticket. Really support seems not to be their bailiwick, but if you are looking for a company that does consulting on how to spam in the most illegal, annoying, and unethical manner possible, they might be a good fit.

Why you made it so incredibly difficult to cancel!

They made a reply and said that it is unsubscribed. However, IT IS NOT!!!!! I still see my credit card details and can login to my account. What is going on with you guys and why you made it incredibly difficult to cancel?

You can't "undo" when typing a whole email into their text box! When you decide, oh, I should save this and make it into a macro, so you select the whole email and mean to hit copy, but you hit paste instead, then the whole entire thing is GONE!!!! FOREVER!!!!!! THIS IS A BASIC EMAIL FUNCTION — UNDO!!!!
WHY would CTRL C & V work BUT NOT CTRL Z?????

Great service and the team/onboarding is really clear and helpful.

Best customer support app for Shopify stores. Hands down. This app is constantly improving and evolving in a highly competitive customer service landscape. We wouldn't use anything else.

My team has been using Gorgias for nearly 3 years now.
Though they're quite new on the scene, their services are great!

Recently moved from Zendesk to Gorgias. So far very happy. Our customer care team is enjoying a better experience than before and the Gorgias support is replying to our tickets very fastly.

We recently switched to Gorgias from Zendesk. The customer service at Gorgias is top-notch. Every question I have is answered in a timely fashion. Refreshing!

Update: Unfortunately i have to change my review of this application. after using it for at least 2 years or so nothing has really improved. There are massive bugs with the mobile app. constant changes to features that mess with your workflow. but the main issue is the amount of bugs that this has. i guess ive gotten used to it but the mobile app is unusable. currently you cant see what you have written because the macro bar covers the message box. when you add a macro it adds it to the start of the message not the end. this has been an issue for over a year. despite the fact its cheap for the amount of features it has most of the features are unusable for the bugs. its obvious that this companies main focus is on features rather than customer satisfaction.

I tried a lot of support applications and Gorgias is by far the most user friendly. it feels basic compared to the other big 2 but everything actually works, their customer service is good, and i suspect that it is in fact very flexible as i begin to use it more. dont bother with zendesk or freshdesk. head straight to gorgias. especially if you have shopify. only downside for me is the subscription tiers. $60 is a lot for 300 tickets per month.

It says "someone will be with you in 4 minutes", been waiting for an hour now, still nothing.Terrible customer service!!!

Gorgias is a very easy tool to use and set up. Your customers will receive a much cleaner looking email than other helpdesk tools (that send emails containing loads of ugly and confusing code). My team found the transition from Zendesk to be very easy.
I feel very supported by the knowledgeable support team at Gorgias who always respond with prompt, detailed advice.
The tool is robust, we haven't experienced any major outages or issues.
Connecting new channels has been extremely easy and stress-free since we implemented 12 months ago.

Every time I have a question, I receive the answer right away and you make it very easy and clear to understand the steps we have to follow. All reps are always very nice and helpful!

PATHETIC SUPPORT SEVICES SACH They would want to contact by email. AND THERE IS A LOT OF DELAY, NO PHONE SUPPORT, AND NO LIVE CHAT SUPPORT. AGENT MARIA IS SUPPOSED TO KEEP EMAILING ME TO EXPLAIN THE ISSUE IN THE EMAILS. WE DO NOT HAVE TIME TO WRITE DOWN THE ENTIRE EMAILS IN ORDER TO EXPLAIN THEM.

Went above and beyond to fix the issue and provide screenshots!

I ran into an issue that stumped me as it only effected 2 of my 6 stores and Emilija was able to not only fix the issues but she was also kind enough to send videos of how she did it so I know exactly what to look for moving forward. Thank you so much!

Great company, has revolutionised our community management!

Installed and using the Bigcommerce integration with Gorgias - works really well.

Of the issues we have had, they have been incredibly supportive and fixed everything in really short time frames.