Highly recommend using Gorgias, it’s been productive and effective for CX and suppor

Gorgias 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

More integrations and flows with ESPs and CDPs would make communication streamlined across platforms

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.

The 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

There's a lot of updates and it tends to interrupt the workflow sometimes. On boarding was slower than what we had been told also.

Basic support for chats but need better reporting functions

Ease of use across multiple channels from social media to your own websites

Not a lot of good reports to drill down productivity

User love it and very few headaches. Some integrations need better docs on how to use advanced functionality.

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

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.

Overall, there is no other customer service platform I would use or reccomend more.

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.

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.

I am highly impressed with this software and the great integration with Shopify.

This 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.

Can feel overwhelming if you are just learning the software when coming from other programs.

Very good

Integration 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.

Can’t think of anything at the moment...,

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!

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!

I can't think of anything, honestly. I've been in Customer Success for 17 years, and this is the best.

It is the best collaboration software for me. It allows me internal follow-up with my clients and quickly processes tickets

The downsides I find with Gorgias is the cost is a bit higher and the interface can be complex and complicated at first.

it's been great. easy integration and great support

We like the ease of use and how it inegrates with shopify

i wish we could get notifications when when a customer replies to a message in our email.

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.

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.

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.

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.

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.

It's pretty great overall, I use it everyday, at first I thought it was not user friendly but it works and easy too

Live chat is easier my most liked, easy to navigate and shows a number to work with and how it goes down to zero

My 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

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

We 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.

There 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!

Very positive

The functionality and ease of use is great for a small and nimble team. It just plain works

Oftentimes we can't see the volume of tickets, which is frustrating

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.

I have been using Gorgias for around 6 months and do not have any current complaints.

overall a very good experience.

replacing a cluttered email box that was used by 4 people - gorgias is a brilliant solution.

setting up workflows can be annoying if you have to use tags, open/close status, etc. doesn't 100% meet our needs

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.

Lots of options in one platform and easy to keep organized!

I wish it was a little more user friendly for employees who aren't in there that often

I like how customizable the product is in conjunction with it per ticket pricing as opposed to per user pricing

Support 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.

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.

There 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.

Efficiency

Gorgias has cut time and made it easier with their email templates. It allows us to be extremely efficient.

There 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.

It's a great customer service platform that saves a lot of time

Tagging in Gorgias is great as well as the easy integration with Shopify. You can do a lot of things without leaving the app.

Sometimes it gets buggy with the integrations and it takes longer than you would like to skip around to different apps

Easy to use, templates make replying to emails so much faster (great for even a very small team).

Overall I'm pleased. Integrates well with Shopify and it's easy to view/assign tickets and create macros.

The Gorgias team goes out of their way to add features to maximize your customer support efficiency.

Gorgias 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.

Gorgias is very new. There are still some glitches that occur. If a glitch happens, the Gorgias team fixes it very quickly.