Gorgias Reviews 146

The support team is always prompt in addressing my concerns and efficient when providing a resolution, as they always do. Thank you for providing a great customer experience.

We migrated from ZenDesk over to Gorgias and it was seamless. The Gorgias support team was responsive and helped every step along the way. Since migration we havent encountered any issues with our BigCommerce integration and the team is happy to have moved.

very helpful

Gorgias is an incredible platform and has made engaging with our customers a breeze! Throughout the on-boarding stage and set-up, we were offered continual support and their team are always on hand to help with any queries or issues.

The system is simple, easy to use and saves a lot of time! They are always a stones throw away if assistance is needed and are always adding new features to keep us on top of the game.

I highly recommend Gorgias to any business that want to streamline their customer service channels and drive production.

We had been using reamaze and then switched to Gorgias. Wow so much better!

Integration with Gorgias couldn't have been easier and the support team continue to be super responsive and helpful since we migrated. The platform is super easy to use and the additional features make the move absolutely worthwhile.

Gorgias is a joy for both our customer support and customers to us.

This is the third customer support system we've used and its easily the most straightforward modern system we've used.

Gorgias support are quick and responsive to work with.

I have always had a good experience with the Gorgias team as well as the app. They are always super quick to answer and greatly helpful. Keep up the good work!

I appreciate how we are kept informed of technical bugs or outages.
Gorgias staff is very sharing in answering questions and informative about their roadmap in their frequent Town Hall videos.
I'm still learning new ways to use such a powerful tool. For example, I know that the Help Center will be great for my customers, but I have not yet set it up.
Just hoping they don't increase the price.

Instance is user-friendly. Works well with Magento.

The Gorgias platform is user-friendly and organized. The support team is fast, very knowledgeable and provides recommendations to support our company's growth.

Pros: Gorgias improved itself quickly and now it has different channels like desk, live chat and call center. As a rising trend, the omniroute system can be used within Gorgias. The user interface is easy to manage. The most important feature of Gorgias is pricing. Its pricing plans are different than the other desk softwares. It does not limit the user numbers while the others demand highly expensive amounts.

Cons: Automatically omniroute assignment system should be developed.

Gorgias is a great platform and will be even better once they add automation for BigCommerce simular to what they have for Shopify

I really like Gorgias. It was really easy to integrate my systems into their platform. It really helps us create, assign, track and close customer support tickets that come from multiple platforms. Big thumbs up!

Great service and customer experience. Recommended.

We've been using Gorgias for almost a year now, and I love it. We are a smaller business so it works well for us. Any time I've had a question, they have been quick to respond and very helpful.
That said, things I would love to see for the future are:

-Read Receipts (occasionally we end up in customer's spam)
- Cleaner/simpler ways to set up filters and automations, setting up filters can be a little tricky. We have an auto-responder set up for weekends, I would love to be able to set it on a timer rather than manually turning it on every Friday and off every Monday.
- Better options for adding signatures. We can't copy/paste our normal emails signature into the Gorgias box without the format looking wonky and had to change it a little bit.

We've used Gorgias for just about 2 years now and if you love consistent down times with the inability to respond to your own customers than it is a great service.

When Gorgias is experiencing issues, nothing on your front-end is changed. So customers can still send you messages and you can't respond to them. Gorgias doesn't even put a message out to customers that there is an issue with the live chat.

Ironically, when you look for support from Gorgias on their "live chat", there is never anyone to be found. They've even swapped it over to some useless automated messaging that is the same level of useful as Amazon Seller Support.

We've given Gorgias multiple chances because the platform itself has a lot of potential. But they don't seem to want to make the basic fixes that merchants want.

If you're looking at Gorgias, here are some of the features that are missing.

1. You cannot put in vacation hours for the storefront, only by person only. So the live chat widget is active at all times, even if you are not. The only way around this is to modify your business hours every time there is a Holiday.

Or, you deactivate the widget all together. The kicker? If a customer has your website cached, they will still see the Gorgias widget and be able to send you messages but on your end it will say "Gorgias has been deactivated, please reactivate to reply to this message". Very business friendly.

2. No variability between the Desktop and Mobile experience. Everyone knows mobile shopping is booming and the fact that this isn't even an option is simply outstanding in 2021.

3. Removing features from the plan you're paying for and putting it in a plan at 2.5x the price without telling you those changes are being made or any sort of grandfather period. Excellent way to keep your loyal customers on board.

At this point, we're going to look at apps like RE:amaze and see what they have on offer as we've given Gorgias multiple chances. If this is how they treat a customer who has been with them for 2 years, I can't imagine the treatment new customers get.

I decided to give Gorgias one more chance to see if they could deal with the most basic frustrations before posting this review and the below happened.

I sent this review over to Gorgias through their live chat support at 10:37am on July 28th, 2021. At 1:22pm PST, I still had not received a response even though their support hours are listed from 9am - 7pm PST. Finally at 1:35pm PST, I received a response that they completely understood my frustrations and would pass it along to the management team who would arrange a call the next day.

Aleksandra sent an e-mail at 8:08am PST on Thursday, July 29th to confirm that 2pm was a good time for her to chat today. I confirmed with her at 11:37am PST.

It is now 2:06pm PST and I have yet to receive a confirmation from her or a phone call. Clearly Gorgias did not understand our frustrations and we are unfortunately forced to leave this review.

We have been using Gorgias and paying over $300 per month for a pro plan which included "Private Views".
However, in Feb they changed the plan features retrospectively and now asking us to pay $750/mo just to get those features that were part of the original pro plan when we signed up.

This is a highly unethical business practice. Any change to plans should be for the future subscribers and not existing clients. Three thumbs down. We are already looking for alternatives.

Generally the support is very poor once you are onboarded, technical information on their support website is often inaccurate or incomplete and currently we are unable to verify our emails following their guide. So basically this is a customer service system that we can be sure gets emails to our customers.
Therefore now 1 star.