Gorgias Reviews & Product Details

I like having everything all in one place.

The app is a little cluttered sometimes.

The problem is it solving is that we had too many applications previously and it has now been condensed into one platfrom.

super easy to setup, even without the many tutorials and videos

that I can not customize the chat, without going deep into the code

overview over all incoming and outgoing messages on all our channels

The most helpful thing for me is that I have access to so much customer information all in one place, as opposed to shifting around tabs for that info, which was our previous situation.

My only current concern is that my team and I have to go "available" at the exact same time in order for tickets to round robin us evenly. I'm not sure how something like this could be improved and I understand why it functions the way it does.

Gorgias is definitely making a difference in our ticket count. I feel like they've reduced since our switch thanks to the systems ability to do more automatically, like assist customers in locating their order, before involving a representative.

very user-friendly interface with great integration across multiple sales platforms and connected with all mainstream social media platforms making it very easy to keep track of all communications with a customer even allowing to merge customer accounts if they have shopped in multiple sales channels

The constant need to snooze tickets, it would be much more efficient for tickets to automatically snooze after a Customer service reply and only come back into the queue if there has been a reply or it is past say 7 days since the last correspondence and prompts if you want to close it or not. It would also be nice to have the choice to not send a survey to a customer while this could be used to skew data being predominantly used in a retail setting there will always be that one customer you can't please even doing your best so having the choice to not survey them would be good.

Great integration with sales platforms saves a lot of time trying to find someone's order, as well as putting emails and all social media interactions in one place, this saves a lot of time finding previous interactions orders and requests.

Out-of-the-box functionality is awesome including algorithms that process email subjects/body and provide scoring. Training material is competitive with leaders in online training, and implementation/configuration was easy with Shopify, Facebook/Instagram, Klaviyo, Aircall, and multiple mailboxes.

The algorithms to measure/score sentiment are fixed and not customisable. This makes it either a "yes it works I'll leave it on" or "no it's not working well enough I'll turn it off" instead of "can we edit this part to score our customer sentiment better".

Reading/Parsing subject title and body - allows for easy automation of repetitive tasks. Tagging - customising how we prioritise/sort tickets and automatic actions/macros can be added on. Reporting - pulse check for the teams and to measure SLAs

easy to use easy to understand easy to get the button of the problem or issue of the customer

everything worked well for me and not much trouble at all

I didn't have any problems with the system

how easy it was to navigate and retain the information easy enough to remember what to do. Gorgias is a great platform.

I can't think of anything I disliked about the program. It works Great

how to navigate through the platform. All the shortcuts are very useful

I love the interface and how easy to use it is.

I have not encountered a dislike, hopefully, I won't ever. I feel that it is very easy to use and the simplicity of it makes it easy to navigate around.

Gorgias is allowing me to understand the perspective of my clients and their agents. It helps me understand how to navigate around and what to look for.

I really enjoy Gorgias' streamlined integration of our communication channels + automated responses because it allows me to manage a greater workload with become overwhelmed.

Understandably not a true CRM, but more long-term customer relations tools would be helpful. Robust profiles and longer communication chains outside of the standard one email response then close ticket.

Gorgias is solving our e-commerce customer support platform nicely, in that it funnels all communication channels into one manageable screen and takes the stress out of potentially missing a customers needs.

The easy training that's provided. I like how everything is labeled for easy navigation.

Nothing. Everything is easy to navigate.

Gorgias help customers who cannot call in and prefer to chat about their product or issues. Easy ticket submissions.

As a fully functioning CRM you may customize the software to work for you. By creating folders for accounts, everything is organized. Having the ability to leave internal messages for teammates while still emailing customers via their ticket keeps work extremely organized so that everyone can help anyone.

Gorgias is a little bit clunky when finding old/snoozed messages. Overall, I think the search function could be improved. Also, if there was a way to link the same customer tickets together before merging them, that would be rad. Sort of like a customer history.

Gorgias solves the problem of having multiple people and teams in one email. It allows us to see who is working on what or might have information regarding a ticket.

Its very user-friendly, easy to search-reply-snooze and completely take care of the customer

Social needs to be improved so Gorgias would be a one-stop shop.

Communicating with customers is always the best within Gorgias, which helps and benefits us as a company.

Gorgias allows us to integrate multiple platforms into one place. This makes responding to our customers easier as we can track everything from one platform. Combined with the Macro option to automate responses, this platform greatly helps us provide excellent customer service in the quickest ways possible.

Some features could be better utilized such as the mark as spam function. It doesn't automatically merge any new spam messages with the old ones from the same person, so we have to constantly mark the same messages as spam.

Gorgias solves the problem of having to keep track of all the seller platforms individually. This saves so much time on the backend and improves the customer experience.

Is very helpful and interactive it's creative

Some buttons and actions are not complemented

Very interactive training and troubleshooting.

Simple & easy to use interface and training material is excellent.

Have not experienced anything yet which causes any concerns for us.

Allows us to have a central communications point for our customer interactions, without having to log in to each channel / social media profile.

The best thing about Gorgias it saves time from opening too many apps. It allows you to access all information in one helpdesk. Like Shopify is connected, your website is connected, you can connect FB & IG, and so many more! They mentioned you can integrate up to 150 accounts. Mindblowing

The only thing I don't like personally is sometimes it can be confusing and I feel like there are too many functions. If we can simplify it with a better look, it will be a great update.

Definitely, efficiency.

It was a pretty flawless transition from ZenDesk to Gorgias. As a luxury e-commerce brand, it was very important to be able to provide the best customer experience on all of our social media channels so being able to integrate all of our channels into one platform as well as integrate it with all the other software we use like Klaviyo, Stamped.io, and AfterShip has made our cross-collaboration and an improved customer journey amongst all of our team's efforts.

We want to see more in-depth analytics and more merging of other applications that would reduce costs for smaller businesses while still being able to meet their organizational needs!

Resolving customer order issues in a timely, personalized manner no matter what channel they're reaching out on. It is allowing us to create a memorable customer experience while also gathering analytics needed to continuously improve across all teams.

the macros the best i find most suffiecient

Downside is that nothing else is like it

reaching out to customres in a timely matter

I love the fact that you almost never leave the platform and you can perform almost every action directly from Gorgias, just an amazing platform and it's totally worth.

I'm so lucky that I can say that I love your platform and that there's nothing I actually dislike.

Tha main issue with our old business platform was that we needed to change page and open different platforms at the same time and that took out a lot of time, now we don't have to bother about that anymore!

I love how hyper-focused Gorgias is on creating a product that is useful for an e-commerce story, in particular Shopify-based sites.

Occasionally, they miss their own self-imposed estimates on their product roadmap. This has led to frustration from some of our clients.

Gorgias solves a simple problem: as a customer service rep, it's really difficult to have to change back-and-forth between Shopify and the help desk platform.