--- title: "Gorgias Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Gorgias. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Gorgias is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/gorgias-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / [Gorgias](https://www.softwareadvice.com/crm/gorgias-profile/) / Gorgias Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/gorgias-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/gorgias-profile/alternatives/) # Gorgias User Reviews ## Reviews summary - Overall rating: 4.6/5 - Total reviews: 135 ### Secondary ratings - Ease of use: 4.6/5 - Customer support: 4.5/5 - Value for money: 4.5/5 - Functionality: 4.5/5 ### Rating distribution - 5 stars: 99 reviews (73%) - 4 stars: 27 reviews (20%) - 3 stars: 7 reviews (5%) - 2 stars: 1 reviews (1%) - 1 star: 1 reviews (1%) ### Most mentioned pros - Macros, automation rules, tags, and AI suggestions also help streamline repetitive tasks, allowing us to respond to customers faster while maintaining consistency across the team. - It's an intuitive platform that has helped our customer support team manage emails, phone calls, and other customer interactions from one central location. - Features like sentiment‑based auto‑tagging, customizable ticket fields, AI‑generated ticket summaries, phone transcription, and the much‑improved multi‑level IVR with natural‑sounding text‑to‑speech have all had real practical value. ### Most mentioned cons - The AI Agent follows the same pattern, offering full functionality only for Shopify and requiring an awkward email‑per‑store setup that doesn’t fit every business. - Some automation rules and ticket routing can also be a little difficult to troubleshoot when they don't behave as expected. - There are many options to customize filtered views but this basic one is missing and hasn't been added - which seems counterproductive. ## Gorgias customer reviews Showing reviews 1-25 of 135 (page 1). ### Gorgias Review - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Retail - Company size: 10000+ employees - Product usage: less than 1 year · daily - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with Gorgias has been very positive. It's an intuitive platform that has helped our customer support team manage emails, phone calls, and other customer interactions from one central location. The integrations, automation features, and customer history make it much easier to provide fast, personalised support while improving team efficiency. Although there are occasional performance slowdowns and some AI suggestions require manual refinement, these are relatively minor compared to the overall value the platform provides. Gorgias has become an essential part of our daily workflow, and I'd recommend it to any ecommerce business looking for a comprehensive customer service solution. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like most about Gorgias is having all customer communication in one place. We use it to manage emails, phone calls, and other customer service channels, so it keeps everything organised and makes it easy to see a customer's full conversation history. The Shopify integration is excellent and saves our team a lot of time, as we can access order details without leaving the ticket. Macros, automation rules, tags, and AI suggestions also help streamline repetitive tasks, allowing us to respond to customers faster while maintaining consistency across the team. Overall, it's an intuitive platform that has made our customer support workflow much more efficient. #### Cons The biggest downside I've experienced is that the platform can occasionally be slow when loading tickets or switching between conversations, especially during busy periods. While the AI features are helpful, the suggested responses often need editing before they're ready to send. Some automation rules and ticket routing can also be a little difficult to troubleshoot when they don't behave as expected. Improving performance and making automation management more intuitive would make an already strong platform even better. --- ### Best helpdesk for Shopify brands - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Marketing and Advertising - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: April 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Best helpdesk we've used for ecommerce. Everything is built around Shopify workflows which is exactly what you need when most of your tickets are order-related. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The Shopify integration is the best in class. You can see order history, issue refunds, and edit orders directly inside a ticket without switching tabs. Macros save a ton of time on repetitive tickets and the automation rules are actually flexible enough to be useful. Setup is fast and the learning curve is low compared to other helpdesks. #### Cons Reporting could be deeper, especially for tracking team performance over time. The rules builder can get complicated fast if you're running a lot of automations. --- ### Excellent Collaboration & Feature Velocity, Some Platform Bias - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Business Supplies and Equipment - Company size: 11-50 employees - Product usage: 3-5 years · weekly - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It turned a previously fragmented communication setup into one organized workflow that’s much easier to stay on top of. Before Gorgias, we were juggling separate marketplace dashboards for different regions, a shared email inbox, a standalone chat client, and a regular phone line, which made it difficult to keep track of what actually needed attention first. Once everything began flowing in as tickets, we could use Shared Views to sort and prioritize conversations properly, which helped us focus on the most time‑sensitive or business‑critical issues instead of bouncing between tools. Being able to tag the right people directly inside a ticket also cut down on the old cycle of forwarding emails and piecing together context from multiple places. Apart from the initial phone‑number‑porting hiccup, the system has been reliable, easy to adapt as our processes changed, and has become a central part of how we manage communication day to day. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros The pricing model fits a collaborative business environment, because charging per ticket instead of per user allowed nearly everyone in our company to use it freely without worrying about seat limits, which massively streamlined cross‑team communication. Its ecosystem of integrations has also been excellent for us, with ChannelReply filling the marketplace‑support gap perfectly, our reviews and Q&A platform integrating cleanly into the interface, and the native ecommerce sidebar giving us quick access to customer orders and refunds. The Help Center and forms features, while not the most advanced, have been solid and reliable, and Gorgias continues to improve at an unusually fast pace — new updates seem to arrive every couple of weeks. Features like sentiment‑based auto‑tagging, customizable ticket fields, AI‑generated ticket summaries, phone transcription, and the much‑improved multi‑level IVR with natural‑sounding text‑to‑speech have all had real practical value. What I also appreciate is that the subscription price hasn’t increased despite all these additions, which makes the platform feel like it keeps getting better without becoming more expensive. #### Cons Their marketing and product announcements are overwhelmingly Shopify‑focused, which becomes frustrating when many promoted features turn out to be Shopify‑only despite Gorgias supporting multiple platforms. The AI Agent follows the same pattern, offering full functionality only for Shopify and requiring an awkward email‑per‑store setup that doesn’t fit every business. Ticket management could also be smoother, since merged tickets cannot be unmerged and sometimes the merge option doesn’t appear when needed. Another recurring issue we’ve experienced is how Gorgias handles email suppression: if an internal email address happens to bounce somewhere along the chain, the system may start treating that address as invalid, and the affected employee cannot be tagged in tickets until support removes the suppression manually. This has happened a handful of times over the years, and while support usually fixes it within a day, a recent incident took almost three weeks to resolve, creating real inconvenience for us. Phone‑number porting during setup was also stressful, though that seemed more related to carriers than Gorgias. Finally, some features bundled into the AI Agent module feel uneven in usefulness; Flows is genuinely helpful for automating things like order tracking or returns, while Article Recommendations only works well for very short help center articles. --- ### Georgias is excellent computer program - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Restaurants - Company size: 10000+ employees - Product usage: less than 1 year · weekly - Reviewed: September 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Georgias facilitates the automation of routine customer service requests and simplifies the management of more complex cases. With Gorgias, you can monitor critical metrics and assess past performance to enhance future results and the client experience. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros You may tailor the client experience you provide with Gorgias to meet your specific business requirements. You can get your job done quickly and neatly with the many useful tools and extensions it provides. When you need assistance, Gorgias is there for you. A bare-bones installation works well, but the platform can be customized to your specific needs by delving further into its settings using rules, macros, and more. Overall, it's a reliable system for achieving top productivity. #### Cons Although not all services and extensions are included in your Gorgias membership, upgrading is simple, and the added functionality is well worth the investment. --- ### Good service and helpdesk platform - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Building Materials - Company size: 51-200 employees - Product usage: 3-5 years · weekly - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall very good, we stopped using the chat function but beside that it do work very well #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The simple integrations to different tools and platforms as well as the simple layout and easy work #### Cons The chat function and the autoresponder is quite bad --- ### Efficient and Powerful for E-commerce, But Complex and Pricey for Smaller Businesses - Overall rating: 3/5 - Reviewer: Jared L. - Industry: Apparel & Fashion - Company size: 51-200 employees - Product usage: less than 1 year · daily - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It's a solid choice for businesses that need to manage a high volume of customer inquiries efficiently, though it's not always the easiest or most affordable option for smaller operations. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros It offers powerful automation tools, including rule-based responses and AI-driven suggestions, which help reduce response times. #### Cons Gorgias' pricing structure can be expensive, particularly for smaller businesses or those with fewer customer service agents. The cost increases as you add more agents or features. --- ### Good software for ticket management with a lot of integrations - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Building Materials - Company size: 51-200 employees - Product usage: 1-3 years · weekly - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Very good, the auto chat was not really good for us, other than that everything is really good! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Easy to implement, a lot of integrations and everything mostly just works #### Cons The auto chat function is not worth the hassle of setting up --- ### A must have for any eCommerce business - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Retail - Company size: 2-10 employees - Product usage: 1-3 years · weekly - Reviewed: January 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, there is no other customer service platform I would use or reccomend more. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love the ability to write canned responses that contain dynamic variables that pertain to each customer. This helps save a ton of time when responding to customers with the info they need. #### Cons A while back the sales data was removed and this feature was gated behind the next more expensive pricing plan. Since then, Gorgias has introduced this feature again to the lower pricing tier however. --- ### Very nice user friendly helpdesk package but limited marketplace integrations beyond shopify - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Food & Beverages - Company size: 1001-5000 employees - Product usage: 1-3 years · daily - Reviewed: June 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. User love it and very few headaches. Some integrations need better docs on how to use advanced functionality. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Really nice interface, users love it. Very easy to configure. Powerful rules and macro engine, Seamless shopify integration. Support is proactive and good. Developer friendly with good API #### Cons If you want to integrate ebay or amazon, you need a third party add on which is itself limited. Prepare for additional costs. Rules and Macro engine has some limitations when looking to fully automate processes. It could be easier to test rule logic before deploying. --- ### Better than Zendesk - Overall rating: 5/5 - Reviewer: Charles A. - Industry: Health, Wellness and Fitness - Company size: 2-10 employees - Product usage: less than 1 year · daily - Reviewed: May 2022 - Review source details: This review was submitted organically. No incentive was offered Pleasant. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to use. Has live chat and now a customer support area to answer all those questions. Integrates with WhatsApp and Instagram. Allows multiple languages in one price plan. #### Cons There's no pause plan when undergoing integrations or updating the website for a time, but you can always ask them to close it and come back later. --- ### MY experience with Gorgias - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Wholesale - Company size: 2-10 employees - Product usage: less than 1 year · weekly - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Amazing. I give it 9/10, I am currently using this to manage my clients ecommerce shop #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like more is the automation and workflows in Gorgias, It helps with streamlining and support processes, reducing response times #### Cons Just the limited customization, and the interface is a bit overwhelming . I want to keep using it because it was the first software I got to work with with the help of my client. hence I want an improvement. Because truthfully speaking it is the best. --- ### Gorgias Automation has been a game changer! - Overall rating: 5/5 - Reviewer: Cadence F. - Industry: Consumer Goods - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Love the automation features—saves time, boosts team efficiency, and ensures no customer slips through the cracks. Automations help route tickets, trigger responses, and handle repetitive tasks instantly, freeing up our team to focus on more complex issues. It’s incredibly helpful for maintaining fast response times, organizing workflows, and keeping our support process consistent and scalable as we grow. #### Cons The UI feels clunky at times and could definitely be more intuitive, modern, and streamlined overall. --- ### Reliable, User-Friendly, and Efficient Ticketing System - Overall rating: 5/5 - Reviewer: Albert R. - Industry: Consumer Goods - Company size: 11-50 employees - Product usage: 1-3 years · daily - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Overall, Gorgias has been our main ticketing platform and has been very reliable. We use it every single day and rarely run into any issues. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We use Gorgias every day as our ticketing system to answer questions and communicate with our customers. It is a very reliable and user-friendly platform that absolutely gets the job done! #### Cons The last few updates came with some UI changes that felt cluttered and unnecessary. --- ### Your friend for customer communication - Overall rating: 4/5 - Reviewer: Freyxa M. - Industry: Retail - Company size: 51-200 employees - Product usage: less than 1 year · daily - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My whole experience has been Fair, many things can be used for friendly even though some things can be just better #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros I like this software because it's really diligent and everything that I need to provide a good customer service is there to be used #### Cons But I don't like about this is that because of the same time that everything is on the same place is not really clear where everything is located --- ### I absolutely LOVE Gorgias - it is the BEST HelpDesk Software. - Overall rating: 5/5 - Reviewer: Jisselle B. - Industry: Food & Beverages - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: June 2022 - Review source details: This review was submitted organically. No incentive was offered I really enjoy Gorgias, so much so that I recommend it to any company that I consult with for Customer Success over the last 2 years. I've been in the CS industry for 17+ years, and this is the best. I've used Zendesk, Freshdesk, Kustomer, and Hubspot but Gorgias wins! It is user-friendly, easy to set up and deploy, AND has incredible sentient AI, and I love the social integrations. It's a fantastic omnichannel support system. Highly recommend! Also, the support staff is epic! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I was an avid Kustomer user for years, and Gorgias lured me in with all of their incredible, easy-to-use features. I love the social integrations, especially the social lead segments, AND I love that they have integrated phone calls now! #### Cons I can't think of anything, honestly. I've been in Customer Success for 17 years, and this is the best. --- ### Great price for all of the features we need. - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Retail - Company size: 2-10 employees - Product usage: less than 1 year · daily - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall fantastic, we were recommended Gorgias and the features did not disappoint. Besides the forwarding issue the rest of our discovery and onboarding process was pretty quick & seamless. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Creating across are simple and easy to implement and using them is really quick saving our team time. The deep integration with Shopify also allows our team to have instant visibility with customer information. Having the ability to also build rules to identify emails and help us prioritise has been fantastic and was definitely a selling point when moving over from our existing platform. #### Cons Would love there to be a mobile app. I feel there also needs to be a stronger distinction/sound alert for chats as they're higher in priority and need to be actioned immediately. Unfortunately we did have some issues with email forwarding which the tech team weren't able to help find the cause so there were some teething issues moving over from our other platform to Gorgias & potentially missing some customer emails during that period. I'd also love if there was some type of help desk included in one of the app plans instead of using as add-on --- ### an effective auto-expanding text tool - Overall rating: 5/5 - Reviewer: Avishai (Avi) M. - Verified reviewer: Yes - Industry: Oil & Energy - Company size: 1001-5000 employees - Product usage: 3-5 years · daily - Reviewed: February 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Gorgias is definitely an effective auto-expanding text tool for Gmail and LinkedIn. The choices menu is gorgeous and enables you to definitely create HTML templates with keyword shortcuts utilizing a simple graphical interface. When you spend the better a part of your daily projects answering e-mail, you'd prosper to make use of canned responses or quick text to efficient your email replies. If you are using Gmail, Facebook, or LinkedIn for the work, there is a free Chrome extension known as Gorgias which will make your work a bit easier. This free extension provides a couple of fundamental templates for Gmail for example greetings, closing /signature with choices to rapidly incorporate your own. With only a couple of email shortcuts, you need to end up working individuals emails just like a pro. Let's check out the mail templates that you could create using Gorgias to simplify your projects flow. With the extension installed all you need to do is type a shortcut and press Tab. This will automatically enter the text defined in the template --- ### Finally a company that values their customer - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Retail - Company size: 11-50 employees - Product usage: 1-3 years · daily - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Gorgias has been great for our needs, and their customer support is one of the best we have across all of the systems we use. I appreciate the direction their development team is headed and look forward to the improvements that are to come. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Our team has found that this product simplifies the processes we were previously working through. It integrates into the majority of our systems and has improved the customer experience as well as providing enhanced analytics to measure customer satisfaction. I truly appreciate their monthly webinars focused on updates to their system so that our team is able to successfully implement or prepare for these updates. They seem to value customer feedback in improving their product, and they have great communication and customer support. #### Cons There are features I would like to see improved or created. The reality is that some of the integrations that have been missing for our company are launching as they have mentioned these updates in the past two Update Webinars. I really have no other complaints. It has been a great system for us so far. --- ### Transformed our customer service - Overall rating: 5/5 - Reviewer: Candice C. - Industry: Retail - Company size: 11-50 employees - Product usage: less than 1 year · daily - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Our marketing team suggested Gorgias instead of Zendesk. When we started using it our staff fell in love with it. It is a game changer for customer service. We have all our customer service happening in one place. The ability to chat, email, phone, talk on FB messenger, all while we have the customer's shopify sale within the screen is amazing! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We love the ability to connect multiple channels and house all our customer service in one dashboard. The ability to the trail of past communications is crucial. Tagging others to resolve issues is also a crucial piece for us, as we have staff around the world working together. #### Cons I'm waiting for the IG DM to come on to the platform, it will dramatically help us. --- ### Avis Gorgias - Overall rating: 5/5 - Reviewer: Ezéchiel D. - Industry: Construction - Company size: 2-10 employees - Product usage: less than 1 year · daily - Reviewed: October 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros It is the best collaboration software for me. It allows me internal follow-up with my clients and quickly processes tickets #### Cons The downsides I find with Gorgias is the cost is a bit higher and the interface can be complex and complicated at first. --- ### Easy to Learn, Use, & Integrate - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Consumer Electronics - Company size: 2-10 employees - Product usage: less than 1 year · daily - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros In addition to having an intuitive UI, the capabilities enable quick responses to improve the customer experience and reporting to drive decision making. The macros and rules are simple to create, the Shopify integration keeps everything in one place, and the satisfaction reporting is easy to follow. The snooze feature is also a great way to ensure inboxes do not fill up and tickets are not forgotten. Whenever questions do arise, the Gorgias team is quick to help and provide demos if needed. The Gorgias team is also very transparent with their roadmap which helps us understand what we can and cannot do, and what may be coming in the near future. In addition to the simple capabilities and integrations, we have also been able to integrate with other apps as needed by doing some back-end work of our own. To cap it all off, Gorgias comes with a logical and transparent pricing structure. #### Cons When a customer reaches out through multiple channels, the merge functionality typically prevents disorganization, however occasionally these are not recognized by default. Some channels are also not compatible to be merged, so they must remain separate. It would also be nice to create bulleted lists in the message like with Gmail. --- ### I can't believe I ran a business without Gorgias... - Overall rating: 5/5 - Reviewer: Live F. - Industry: Apparel & Fashion - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: November 2022 - Review source details: This review was submitted organically. No incentive was offered I always recommend Gorgias. They really do make it easy to run customer service. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love how it gives you customer information straight from Shopify. It is so easy to manage customers on their platform. #### Cons Honestly, there's not much that I don't like about this software. --- ### Makes my life easier taking care of customers - Overall rating: 5/5 - Reviewer: Kelsey M. - Industry: Cosmetics - Company size: 2-10 employees - Product usage: 3-5 years · daily - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. So many benefits to working efficiently with a small team. I love having all the tickets inside one spot where they are easy to manage. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Gorgias is a game changer for customer service. It makes taking care of customers very easy and efficient. Macros and automations work flawlessly and save so much time. #### Cons I feel like ticket reporting isn't always accurate and their customer care could be faster. Sometimes it takes hours for a issue to get resolved. Also, IG DM's inside Gorgias would be ideal. --- ### From an Admins Perspective - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Consumer Goods - Company size: 11-50 employees - Product usage: less than 1 year · a few times a year - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Initial setup calls where a bit tedious because technical information was a bit lacking and Gorgias customer support isn't just a phone call away. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros I would have to say cost. While the customer service team enjoys this product and its integrations with our e-commerce platform - cost compared to competition is by far the most important aspect. #### Cons I do not use the product daily or in the same way our customer service team does... That being said the interface and menu system is cluttery. Also, I would have liked to see built in spam controls that rely on something besides a direct gmail integration. The term 'gmail integration' is simply a way to use gmail as the email service provider and not Gorgias itself. Only then can you have trainable spam controls and one location for your spam. It simply duplicates whats already being marked as spam by google. Other platforms have spam controls independent from google. --- ### Elevating Customer Experience - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Retail - Company size: 51-200 employees - Product usage: 1-3 years · daily - Reviewed: June 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros We use Gorgias to engage with our customers through our Shopify e-commerce site and this makes it effortless to handle incidents and resolve customer enquiries. It also assists with our conversion as we utilise the live chat to help assist customers as soon as possible to help them make a more informed decision sooner. Previously this was all done utilising a mailbox that we had so we have elevated our customer experience immensely. #### Cons Can be a little bit costly for smaller businesses ---