Gorgias

I absolutely LOVE Gorgias - it is the BEST HelpDesk Software.

Comments: 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!

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 Product!

Comments: The overall experience has been fantastic! Our team is so glad we found Gorgias. It has impacted our team's time in a very psositive way and customers have been very pleased with how quickly we are able to reply to them. Very straight forward.

Pros:

I love how easy it is to use. It has saved us so much time in replying to emails and tracking our internal records.

Cons:

I still struggle to understand Chat and reporting. I feel like there's a lot of potential in both, but eager to better understand how we can best utilize Gorgias.

Gorgias

Pros:

User-friendly and very easy to understand, and customize. I’d use it again.

Cons:

I wish it had a better / less office look, make it more easy on the eyes.

Very helpful for staying organized and consistent

Comments: 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.

Pros:

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

Cons:

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.

Totally changed our customer service

Comments: I love working with the team at Gorgias and their product! The number of developments I have seen since moving to them 7+ months ago is crazy!

Pros:

I love how easy it is to treat our customer service team on this tool - the macro's make it easy to keep brand tone. It was helpful when we have a couple of other people within the company jumping in to help out with the customer service team to keep ontop of things as they can be allocated out. The onboarding and support provided by all the team were incredible!

Cons:

It can be a little clunky at points, I see a lot of issues online about downtime - although I think as we are in the UK we don't really see this with timezones. It would be good to have a few more 'zendesk' features on there like priority rankings just as when things get escalated to a manager it can be lost in a pool of issues.

Great basic CX manage but difficult to customize

Comments: We joined Gorgias when the team was in flux, members were moving to different roles rapidly so we I feel like we got lost in the shuffle with really understanding and making the most of the product early on. Since, our support has been great with quick response time and can usually resolve or address a question quickly.

Pros:

I love how Views are easy to navigate and the easy of backend use for turning on/off functionality.

Cons:

I dislike that it's difficult to customize and some of the key functions that would really help how the platform performs are difficult to use or fail to work sometimes. It's not the best experience on the customer's end.

Love Gorgias!

Comments: I personally love using Gorgias.

Pros:

I love how easy and efficient the software is to use. It also connects to major CRM platforms.

Cons:

Our team personally doesn't use the Gorgias shortcuts for Shopify refunds/actions because it's a bit confusing. Another suggestion would be to be able to bulk select tickets and close them out with one click.

We love Gorgias

Comments: We use Gorgias for all of our customer service and it's been great for ticket management. Saved a lot of time, easy to tag colleagues to a ticket and assign to different reps.

Pros:

Very simple workflow, great integration with our front end Shopify store. Easy to navigate to customers orders and view total customer spend. Pricing structure makes a ton of sense and is by ticket, not by seat, which for a small company where we all need transparency into what's going on in the service side of things is great.

Cons:

Wish it had a bit more functionality and ability to customize some things, but not a deal breaker by any means.

Essential for stores on shopify

Pros:

Saves us a lot of time by having customer ticket information readily available in the sidebar and the ability to add order information into tickets. Being able to search macros and snooze tickets is great and makes sure everyone is helped quickly and no ticket is left untouched.

Cons:

Just anxiously awaiting gorgias' native phone system! Currently using aircall we just don't like having to go back and forth between apps.

I use it everyday

Comments: The set up was easy, and everyone there has been very helpful. The system itself is easy to navigate.

Pros:

It manages my email flow and allows multiple users to have access to one central email.

Cons:

You are unable to mark a ticket as unread, and sometimes tickets get lost.

Great Product -

Comments: it's been great. easy integration and great support

Pros:

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

Cons:

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

One of the best Shopify app for unifying all support conversations

Comments: The overall experience was excellent, and will definitely recommend this for your Shopify stores

Pros:

I liked their UI the best and being a Freshchat user, I was able to quickly grasp their tool and use it effectively for my Shopify store. They provide a unified dashboard that provides me with a birds-eye view of all support conversations like email, chat, voice, SMS, social media, etc. I was able to easily view and edit my Shopify orders, and they provide full context of customer issues so that I can instantly reply to their queries.

Cons:

I did not identify any cons. Their setup was quick, and their in-app tour helped me get acquainted with all their features quickly.

Gorgias is great!

Comments: 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

Pros:

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.

Cons:

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!

Finally a company that values their customer

Comments: 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.

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.

Easy to Use - Simple to Setup - Great Pricing

Pros:

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

Cons:

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.

Great product!

Comments: great!

Pros:

easy reporting, cheaper than competitors

Cons:

difficult to get help "onboarding" after launch, would love to set up a call to chat through how we can be optimizing

My take on Gorgias

Comments: It has been good. They're constantly evolving and updating / adding new features.

Pros:

It's quick, easy and effective. We wanted a cleaner / efficient way to manage customer interactions and this helps us do so. It's integration with Shopify and other apps is very helpful in streamlining processes and customer communication.

Cons:

I think my biggest con is the statistics currently include time outside of our normal business hours. It's hard to gauge customer service response time accurately this way. It gives us a good perspective on the customer end response time; however, not when we're trying to review our service on a team level. Also, by using an "auto responder" for our email - basically every ticket is considered billable (even junk mail) - I don't like that.

Gorgias is a Game Changer!

Pros:

Setting up Gorgias was very easy and has completely changed the way we communicate internally, as well as with our customers. I love that we can see all customer and internal communications in a single ticket, so we don't send multiple responses to the same customer if they reach out to us multiple times and we always know where we are at in handling any issues that come our way.

Cons:

The only main issue we've had is when recently we ran a segment with The View, where they forwarded customer questions to us with a single email. Since the same email was used, all communications came in on a single thread and it was hard to tell who had been helped and who hadn't. However, I love that Gorgias links tickets together based on the same email so I'm not sure if there is really a resolution there!

Gorgias Is Good But Having Severe Issues With Growth

Comments: It was good in the beginning but the many problems the young platform has have become blaringly obvious as time has gone on.

Pros:

Gorgias has a lot of integrated features that are great for our business such as Shopify integration and a great CSAT system that is easy to use and understand.

Cons:

Customer service is, unfortunately, not very good. I have been trying to get a resolution for a request to close out a number of tickets that fit into a certain parameter but nothin has been fixed for over 3 weeks. Every time I reach out, I am thrown to someone else who says they cannot help and now I do not get any responses. Their engineering team is having issues keeping up with the many bugs the system has. Also, updates will occur and shut your entire team down without notice. When I reached out about this, they claimed there was no way to give us forewarning the day of regarding possible updates that would impact our customer service productivity.

Easiest CS software

Pros:

Gorgias was the first CS platform I used as a ticket agent (that mostly did emails)- the interface is super user friendly and easy to navigate. It also made bringing new people onto the platform quick

Cons:

There were still some features missing from Gorgias that are available in other bigger programs but overall no real complaints. Customer Support from Gorgias was always super helpful and available to chat

Loving it so far

Comments: Gorgias customer support is great. We have the best client success manager [SENSITIVE CONTENT HIDDEN] who helps us set up all of our folders and filters. Gorgias has a lot of capabilities to help streamline things so we really like it.

Pros:

So far we really like using Gorgias. We just switched from Zendesk and Gorgias has more features- you get a better bang for your buck.

Cons:

It's pretty tricky to set up all of the rules and filters. I'm still getting used to it and still get confused. Luckily we have a great client success manager there who takes care of setting up a lot this stuff for us.

Ticketing tool is very useful

Pros:

The system is easy to use and configure.

Cons:

I would like a calendar to be integrated so it is easier to view tickets that need to be responded to on that date.

Used Gorgias for a period of time, had issues with downtime

Pros:

I think the UI is great. There are a lot of automations and the customizability is great.

Cons:

We experienced downtime several times while using the platform.

Highly recommend

Pros:

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

Cons:

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

It's worked great for our brand!!

Comments: Overall Gorgias has worked great for us and we'll continue to use it as long as there are no major issues with integrations or the platform.

Pros:

We love gorgias because it allows us to respond to our customers and keep track of the conversations across multiple platforms.

Cons:

We did experience a few issues with the Microsoft and outlook integration which took a long time to fix and was quite frustrating.