All Gorgias Reviews
1-25 of 111 Reviews
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Juliette
Apparel & Fashion, 2 - 10 employees
Used unspecified
OVERALL RATING:
5
Reviewed January 2024
Works Like A Charm.
Sai
Verified reviewer
Internet, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2023
Ideal Customer Experience Platform
Highly recommend using Gorgias, it’s been productive and effective for CX and suppor
PROSGorgias is a great CX platform for brands to use to help with support, live chat, and ticket management process! I highly recommend using Gorgias for all those support projects
CONSMore integrations and flows with ESPs and CDPs would make communication streamlined across platforms
Reason for choosing Gorgias
Pricing and strategy support
Reasons for switching to Gorgias
Pricing and support from the team
Maria
Consumer Services, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2021
Very helpful for staying organized and consistent
Before we migrated to this platform, it would take almost 72 hours to respond to customer queries, but with this software, we cut that time down to just around 30 minutes on average within a few days after migration.
PROSThe company's engagement with it's users. There's also a lot of helpful features that will optimize the customer service provided to our clients
CONSThere's a lot of updates and it tends to interrupt the workflow sometimes. On boarding was slower than what we had been told also.
Reason for choosing Gorgias
It seemed like the best option when it came to functionality. The other two options we were considering seemed more old school, where as Gorgias seems more modern by allowing us to fully analyze customer issues, returns, questions, and doubts while allowing us to speed up response and relsoution time.
Reasons for switching to Gorgias
We needed to improve the customer experience when it came to reaching out to customer service.
Sigmund
Verified reviewer
Consumer Electronics, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2022
Basic chat tool for small businesses
Basic support for chats but need better reporting functions
PROSEase of use across multiple channels from social media to your own websites
CONSNot a lot of good reports to drill down productivity
Anonymous
1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed June 2020
Very nice user friendly helpdesk package but limited marketplace integrations beyond shopify
User love it and very few headaches. Some integrations need better docs on how to use advanced functionality.
PROSReally 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
CONSIf 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.
Reasons for switching to Gorgias
eDesk had better amazon / ebay integration but had severe limitations elsewhere. Gorgias a better all round fit.
Connor
Retail, 2-10 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2022
A must have for any eCommerce business
Overall, there is no other customer service platform I would use or reccomend more.
PROSI 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.
CONSA 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.
Reasons for switching to Gorgias
Limitations around the strength of the integration with Shopify. Due to the quality of the integration, we were unable to include order-specific data in canned responses for each customer. This required a lot more manual copy and paste work on our end.
Allison
Apparel & Fashion, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2021
Great and new improving constantly program
I am highly impressed with this software and the great integration with Shopify.
PROSThis software is always improving and includes great IT Support and videos/webinars to better understand. I highly recommend with previous software experience this is a game changer.
CONSCan feel overwhelming if you are just learning the software when coming from other programs.
Reasons for switching to Gorgias
We moved platforms to Shopify and heard great reviews for this software and user friendly.
Theo
Retail, 2-10 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2021
Great product
Very good
PROSIntegration was not easy for a Zoho mail. I like the product though. Customer service made easy. And a link to the customers profile on shopify.
CONSCan’t think of anything at the moment...,
Reason for choosing Gorgias
I spoke to someone. Although the person wasn’t able to help with integration as I wanted and passed me to someone else. The other person helped. But I stayed because there was someone to speak to and help onboard
Jisselle
Verified reviewer
Food & Beverages, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2022
I absolutely LOVE Gorgias - it is the BEST HelpDesk Software.
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!
PROSI 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!
CONSI can't think of anything, honestly. I've been in Customer Success for 17 years, and this is the best.
Djedji
Construction, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
4
Reviewed October 2023
Avis Gorgias
It is the best collaboration software for me. It allows me internal follow-up with my clients and quickly processes tickets
CONSThe downsides I find with Gorgias is the cost is a bit higher and the interface can be complex and complicated at first.
Brian
Retail, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2023
Great Product -
it's been great. easy integration and great support
PROSWe like the ease of use and how it inegrates with shopify
CONSi wish we could get notifications when when a customer replies to a message in our email.
Reason for choosing Gorgias
it's alignment with shopify and price
Trevor
Consumer Electronics, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2021
Easy to Learn, Use, & Integrate
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.
CONSWhen 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.
Reasons for switching to Gorgias
We were trying out several products, and Gorgias had better capabilities matching our needs compared to some products, while other products had more capabilities than we needed but were also more expensive.
Adam
Consumer Goods, 11-50 employees
Used less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed March 2021
From an Admins Perspective
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.
PROSI 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.
CONSI 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.
Reason for choosing Gorgias
cost and e-commerce integration
Reasons for switching to Gorgias
Cost was cheaper
Latoya
Consumer Services, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2022
Gorgias
It's pretty great overall, I use it everyday, at first I thought it was not user friendly but it works and easy too
PROSLive chat is easier my most liked, easy to navigate and shows a number to work with and how it goes down to zero
CONSMy least favourite is the when I close a ticket I immediately go to another one and it could be a ticket someone is assigned to, also if I'm on the 4th slide and I come out of a ticket then I go back to the 1st slide
Reasons for switching to Gorgias
Gorgias is more affordable
Nicole
Food Production, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2021
Gorgias is great!
With Gorgias we're able to more quickly and seamlessly handle our customer care with few mistakes. Gorgias is a crucial tool in scaling our Customer Care team
PROSWe love that Gorgias is easy to use and integrates with the other softwares we use. Their customer service is also great, and the monthly webinars they host really make me feel like I'm using the product to it's fullest extent. Also, having the option to attend "office hours" for my installation is amazing.
CONSThere is no good way to mass email customers and it's such a pain point. We have had to send several mass communications since using Gorgias- mostly communications concerning COVID shutdowns- and it has been a painstaking process to use other methods for mass email. Please please please create this feature!
Reason for choosing Gorgias
Gorgias had the features I was looking for, great support, and a user-friendly interface.
Matt
Consumer Goods, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2021
Great CX platform
Very positive
PROSThe functionality and ease of use is great for a small and nimble team. It just plain works
CONSOftentimes we can't see the volume of tickets, which is frustrating
Ria
Retail, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2021
Gorgias
What I like most about Gorgias is how much you can customize the inbox and create filters for your needs. I also like how responsive their customer service is.
CONSI have been using Gorgias for around 6 months and do not have any current complaints.
Reasons for switching to Gorgias
So we could merge two regions in one inbox.
Joe
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2021
easier customer service and management
overall a very good experience.
PROSreplacing a cluttered email box that was used by 4 people - gorgias is a brilliant solution.
CONSsetting up workflows can be annoying if you have to use tags, open/close status, etc. doesn't 100% meet our needs
Reason for choosing Gorgias
ease of use
Braylee
Apparel & Fashion, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed April 2022
Great product that pretty much does it all
We migrated from a few different applications to Gorgias, where it has most everything in one! It's eliminated a lot of customer service confusion with having the "tickets" and live chat.
PROSLots of options in one platform and easy to keep organized!
CONSI wish it was a little more user friendly for employees who aren't in there that often
John
Retail, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2021
Easy to Use - Simple to Setup - Great Pricing
I like how customizable the product is in conjunction with it per ticket pricing as opposed to per user pricing
CONSSupport when you reach out to them about their support articles that they wrote and aren't terribly up to date they always respond that we are on the wrong tier for them to help us... Granted the support we are asking for is for complex items but those complex items are detailed incorrectly on their site.
Tracey
Consumer Goods, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2021
Great product - makes customer interaction easier
Allows our team to quickly respond to customer queries and to be able to tag them for future follow up when needed. Overall, a great system for keeping everything in check.
CONSThere is too big a jump in Monthly tickets between the Basic Plan and the Pro Plan. We would like access to just one of the features available in the Pro plan, but we can't justify the cost or ticket count to change plans just to get this feature. Would be great if these could be offered as "add-ons" at individual prices so that you can customise your plan.
Ashley
Hospital & Health Care, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2017
We use Gorgias to produce easy email templates
Efficiency
PROSGorgias has cut time and made it easier with their email templates. It allows us to be extremely efficient.
CONSThere is not much I like least, it is user friendly an easy to use. Sometimes the icon does not appear in the body of the email.
Michael
Consumer Goods, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2020
Customer Service Software with Shopify Integration
It's a great customer service platform that saves a lot of time
PROSTagging in Gorgias is great as well as the easy integration with Shopify. You can do a lot of things without leaving the app.
CONSSometimes it gets buggy with the integrations and it takes longer than you would like to skip around to different apps
Krista
Retail, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2021
Highly recommend
Easy to use, templates make replying to emails so much faster (great for even a very small team).
CONSOverall I'm pleased. Integrates well with Shopify and it's easy to view/assign tickets and create macros.
Anna
Consumer Goods, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2017
Gorgias is a growing company with the potential to change the customer support world.
The Gorgias team goes out of their way to add features to maximize your customer support efficiency.
PROSGorgias customer support is truly amazing. If they do not have a feature available that you want, they will make necessary changes to ensure the very best experience.
CONSGorgias is very new. There are still some glitches that occur. If a glitch happens, the Gorgias team fixes it very quickly.