Gorgias Reviews & Product Details

The training is incredibly straight forward. The automated macro application makes autoreplies really streamlined.

I don't like that you can't just click a "next" button to go to the next ticket. Sometimes you open a ticket that you aren't able to answer in the moment because it requires more steps than you have time for, but you still want to help to drop the ticket count. It's cumbersome to return to the main ticket screen and click "mark as unread". Zendesk also used to have a feature where you could get into tickets and just zip through them.

The auto replies are really saving us so much time. We are still tailoring it to suit our business needs best, but it is very helpful. The way reporting is done through Gorgias is also a really simple and streamlined way to track this.

The efficiency and speed of replying. Ability to consolidate email streams for ease of chronology.

The new macros on completing the ticket.

The complex email streams required for modern multi stakeholder chains. The ability to consolidate these means a tidy and chronological workflow

The platform has helped make our customer service team more efficient. Being linked to Shopify & Narvar allows our client support team to view all previous communications, order history and any return transactions on one screen. We're responding quickly and can resolve tickets with fewer conversations. It's been like adding an extra CS agent.

Nothing that is a deal breaker. It's worked well for us in the 6 weeks that we've used it. Support has been excellent. Some of the documents could be more specific to our needs but that's really our issue and not gorgias's issue

It saves time looking for orders, the interface is easy to read. Our response times have improved significantly and our CS team has been less frustrated as all the information they need is in one place.

Gorgias has the most user-friendly interface of all CS platforms I have used. The support team is also very responsive when you have questions. I would recommend it to everyone needing a CS Platform for their business needs.

Something that I would like to see in future iterations of Gorgias is improvement with regards to satisfaction survey. As of the moment, it's very limited and doesn't have a lot of options.

Gorgias makes Customer Service easy and organized. With views and rules, one can easily personalize the things that you need to see when you check your CS platform.

The UI is user-friendly and the functions are easy to use.

Sometimes there are random messages that pop up, can't tell if it's spam or not.

I use Gorgias mainly to connect with customers through chat. It's also helpful that I can respond to social media inquiries.

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

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.

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

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.

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

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.

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 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.