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Gorgias
4.6
(504)
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Gorgias Reviews & Product Details

Gorgias Overview
What is Gorgias?

Gorgias is a customer service and helpdesk software designed to streamline communication between businesses and their customers. It integrates with multiple e-commerce platforms and centralizes customer interactions from various channels, such as email, live chat, and social media, into one dashboard. Gorgias enhances customer support efficiency by providing automation tools, customizable templates, and analytics to improve response times and quality of service.

Company Gorgias Inc.
Year founded 2015
Company size 51-200 employees
Headquarters San Francisco, California, United States
Social Media
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Gorgias Product Details
Capabilities
AI
API
Segment
Small Business
Mid Market
Enterprise
Deployment Cloud / SaaS / Web-Based, Desktop Chromebook, Desktop Mac, Mobile Android, Mobile iPad, Mobile iPhone
Support 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Training Documentation
Languages English
Gorgias Features
Asset Management
Audit Logs
Automated Routing
Canned Responses
Change Management
Collaboration Tools
Custom Fields
Customer Feedback
Customizable Branding
Email Integration
Escalation Management
Incident Management
Knowledge Base
Live Chat
Macros/Automations
Mobile Access
Multi-channel Communication
Prioritization
Problem Management
Queue Management
Reporting and Analytics
Role-Based Permissions
SLA Management
Self-service Portal
Surveys and Feedback
Task Management
Third-party Integrations
Ticket Management
Time Tracking
User Management
Gorgias Media
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Gorgias Screenshots
Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: December 09, 2024
Gorgias Logo
504 Gorgias Reviews
4.6 out of 5
Small Business (50 or fewer emp.)
Aug 09, 2022
 Source
Overall Rating:
4.5
SA
Stephen A.
Customer Service Closer
Share
"Precision & Define"
What do you like best about Gorgias?

Shopify integration with Gorgias helps to become a one-stop shop for assisting customers.

What do you dislike about Gorgias?

Further integration of social medias to utilize some of their "Like" functions and tagging customers in a thread could help.

What problems is Gorgias solving and how is that benefiting you?

Currently utilizing to assist with customer support questions is a great deal. Would be beneficial if Shopify could link back to customer profile in Gorgias.

Small Business (50 or fewer emp.)
Aug 03, 2022
 Source
Overall Rating:
4.5
SO
Sean O.
Customer Experience Coordinator
Share
"Best CRM Around"
What do you like best about Gorgias?

Gorgias has loads of integrations to choose from, the layout is very simple and easy to use and we can customise a lot of our system through their API integration.

What do you dislike about Gorgias?

You're unable to categorise your macros so it can become quite difficult to find the right macro when you have a large list to choose from, if categorisation of macros was created then I think all users would appreciate it.

What problems is Gorgias solving and how is that benefiting you?

Our customer service team is very large and fluid with the members often working between customer service and returns, so not being charged per user is a great help.

Mid Market (51-1000 emp.)
Aug 01, 2022
 Source
Overall Rating:
4.5
ST
Scott T.
Web Sales And Online Chat Manager
Share
"Sales manager for online chat"
What do you like best about Gorgias?

Lots of data, fairly simplistic setup which can get as complicated as you'd like it to be. Enjoy the macros and shopify connections

What do you dislike about Gorgias?

The app leaves a lot to be desired. It's insane that you can't take a picture using the app. Also I wish I could see every move the customer makes on the website. Seeing them move from page to page adds a lot of insight as to their shopping experience

What problems is Gorgias solving and how is that benefiting you?

Talking to customers on our website allows my team of salespeople to sell $300,000+/month

Small Business (50 or fewer emp.)
Jul 21, 2022
 Source
Overall Rating:
4.5
MF
Matt F.
Customer Service Manager
Share
"Gorgias Platform works well, we love using it and everything it does for us!"
What do you like best about Gorgias?

The thing that I like best is the organization that Gorgias provides. It is easy to follow and my team works really well with it! It keeps things organized and straight. For other companies we have used things have gotten messy.

What do you dislike about Gorgias?

The one thing that I dislike is some of the features we can not use like the refund because it will mess up our orders with in Shopify. We are working with them to get it fixed.

What problems is Gorgias solving and how is that benefiting you?

Right now we are working on a refund problem. When this get fixed it will be a major help to us because those tools are pretty much a no go for us and we can not use them at the present moment.

Small Business (50 or fewer emp.)
Jul 19, 2022
 Source
Overall Rating:
4.5
TK
Thomas K.
Customer Service Team Leader
Share
"Gorgias has the features needed to get the job done"
What do you like best about Gorgias?

The ease of setting up macro and tagging systems

What do you dislike about Gorgias?

Only limited at the moment by our internal systems

What problems is Gorgias solving and how is that benefiting you?

Better response and lower "noise" from mail

Small Business (50 or fewer emp.)
Jul 14, 2022
 Source
Overall Rating:
4.5
TB
Tom B.
Consultant
Share
"An excellent way to manage communication with Shopify customers"
What do you like best about Gorgias?

Access to key order information from within Gorgias

What do you dislike about Gorgias?

I think the layout of the Shopify order information panel could be a bit cleaner

What problems is Gorgias solving and how is that benefiting you?

We are much more efficient when managing our Shopify customer service using Gorgias as we don't have to jump between apps and search for customers/orders.

Mid Market (51-1000 emp.)
Jul 14, 2022
 Source
Overall Rating:
4.5
DS
Dina S.
Guest Relations Manager
Share
"Enjoying Gorgias"
What do you like best about Gorgias?

Gorgias is super user friendly and trainable. It takes me 1 hour max to train an employee on the basics. Also the macro feature has become much more intuitive which is great.

What do you dislike about Gorgias?

Email forwarding still continues to be an issue. What I mean is when I forward an email to someone outside the original group I then can not continue to respond to the original person in Gorgias as they would see the responses from the outside person. It's something I've brought up since day 1, but there is still no fix for it.

What problems is Gorgias solving and how is that benefiting you?

Gorgias is solving our email management problem. It keeps us organized and allows the entire team to collaborate on responses to guests. We use internal notes daily.

Small Business (50 or fewer emp.)
Jul 14, 2022
 Source
Overall Rating:
4.5
FB
Francesca B.
Customer Service Assistant
Share
"i love it!"
What do you like best about Gorgias?

A quick way to respond, live chat integration

What do you dislike about Gorgias?

difficulty in connecting the platform yotpo

What problems is Gorgias solving and how is that benefiting you?

the possibility to better manage all channels followed by customer service

Small Business (50 or fewer emp.)
Jul 14, 2022
 Source
Overall Rating:
4.5
DM
Dave M.
Customer Experience Manager
Share
"Versatile platform with great support!"
What do you like best about Gorgias?

Gorgias seems to be growing at the same rate our company is. As we find ourselves needing new features, Gorgias seems to be implementing them, or if not, they usually are working on it!

What do you dislike about Gorgias?

Sometimes new features aren't fully where we'd like them to be, or exactly as customizable as we'd like. For instance, the help center's self-service function is really cool, but when it creates a ticket it doesn't allow for the created message to have na email signature. Would be nice to keep things on brand that way!

What problems is Gorgias solving and how is that benefiting you?

The biggest thing recently that we're seeing is a lot of self-service and automation features that are allowing our agents to handle more complex and interesting tickets rather than wasting time on the simple things like WISMOs and the like.

Small Business (50 or fewer emp.)
Jul 10, 2022
 Source
Overall Rating:
4.5
DP
Dennis P.
Brand Ambassador (Customer Service Representative)
Share
"Exciting"
What do you like best about Gorgias?

The email system is easy to use, and fast.

What do you dislike about Gorgias?

The email thread is a bit confusing at first.

What problems is Gorgias solving and how is that benefiting you?

It resolves the main needs of the company. To assist customers in chat and email.

Small Business (50 or fewer emp.)
Jul 07, 2022
 Source
Overall Rating:
4.5
MJ
Michelle J.
Marketing Coordinator
Share
"Gorgias is Great!"
What do you like best about Gorgias?

I like the integrations with Shopify, YOTPO, and the other features it offers. The macros are great and are so much easier to use than what we were using previously!

What do you dislike about Gorgias?

I do wish that the user interface menu was a bit cleaner, less cluttered and that we could merge messages from both email, DM, etc. which isn't currently an option.

What problems is Gorgias solving and how is that benefiting you?

It makes it much more efficient to reply to our customers and easier to train new Customer Service representatives as it is very intuitive and and once you get the hang of it, is excellent!

Small Business (50 or fewer emp.)
Jul 01, 2022
 Source
Overall Rating:
4.5
Molly G. avatar
Molly G.
Director Of Operations
Share
"Super friendly helpdesk tool for small and scaling teams!"
What do you like best about Gorgias?

Super friendly user interface! It was easy to get set up and started and the solution integrates well with the Shopify ecosystem.

What do you dislike about Gorgias?

There are some limitations in categorizing and classifying additional information on the ticket and customers, as well as metrics but the core information is there!

What problems is Gorgias solving and how is that benefiting you?

Gorgias is helping to organize our customer interactions and create efficiencies and improvements to our customers' experience.

Small Business (50 or fewer emp.)
Jun 30, 2022
 Source
Overall Rating:
4.5
EM
Elyse M.
Head Of Customer Service
Share
"Excellent Customer Service Platform!"
What do you like best about Gorgias?

The support they offer to customers is top-notch. The small team is super scrappy and impressive, allowing the ability to add new features & integrations quickly.

What do you dislike about Gorgias?

We are a subscription-based service, so many of the features/integrations are not applicable to us as we do not have the ability to "sell" to the folks finding themselves reaching out to us. Many new features focus on increasing revenue.

What problems is Gorgias solving and how is that benefiting you?

We are a super small scrappy team, so the ability to create and execute rules and macros saves us so much time. The reporting features they offer help us best understand why customers are reaching out, and how much time is being spent resolving specific issues.

Small Business (50 or fewer emp.)
Jun 14, 2022
 Source
Overall Rating:
4.5
FR
Fernando R.
Logistics/Ops Manager
Share
"CX Made Simple"
What do you like best about Gorgias?

Ability to auto tag, divide tickets by subject and assignments to team members.

What do you dislike about Gorgias?

Gorgias does a good job of integrating the features we've asked for. Continued effort and improvements with live chat and text support can go a long way. Other than that no issues.

What problems is Gorgias solving and how is that benefiting you?

Ability to back track issues and collect data from CX tickets. With auto tagging by country and type of issue we can easily point out problem areas and improve

Mid Market (51-1000 emp.)
Jun 07, 2022
 Source
Overall Rating:
4.5
JH
Juan H.
Director Of Customer Service
Share
"Great experience so far, if you want to build your customer service this is the platform."
What do you like best about Gorgias?

Gorgias has all the channels of communication

What do you dislike about Gorgias?

Their help center, the ability to customize according to your business needs

What problems is Gorgias solving and how is that benefiting you?

Grouping all the channels together helps my business diversify the customer support across all channels

Small Business (50 or fewer emp.)
Jun 03, 2022
 Source
Overall Rating:
4.5
BC
Bailey C.
Coo
Share
"Easy to use and very effective"
What do you like best about Gorgias?

I like how it integrates and makes it easy to respond to customer queries.

What do you dislike about Gorgias?

The filter and search systems could be cleaner

What problems is Gorgias solving and how is that benefiting you?

It helps us answer larg numbers of support emails

Small Business (50 or fewer emp.)
Jun 01, 2022
 Source
Overall Rating:
4.5
BB
Brittany B.
Shipping Operations Manager
Share
"Great Support Desk for our e-commerce business"
What do you like best about Gorgias?

I love the integrations it has with Shopify and the ability to create custom macro messages for repeat customer issues. Everything is right there on the screen, don't have to click around to different screens.

What do you dislike about Gorgias?

My main issue is I get a lot of system error messages that something is offline. I get a lot of messages that are kicked backed. I wish it filtered out SPAM emails more efficiently.

What problems is Gorgias solving and how is that benefiting you?

I love being able to have all our customer issues in one location, can easily search a customer and see past issues and add notes per customer. Everything is right there on the screen, don't have to click around.

Small Business (50 or fewer emp.)
May 10, 2022
 Source
Overall Rating:
4.5
JR
Jaime R.
Customer Service Manager
Share
"Everything is Gorgias :)"
What do you like best about Gorgias?

These training sessions are the perfect length and are self-paced.

What do you dislike about Gorgias?

The screenshots are very small and often hard to read.

What problems is Gorgias solving and how is that benefiting you?

Learning the system for the first time and needing to be able to train others on it.

Small Business (50 or fewer emp.)
Apr 30, 2022
 Source
Overall Rating:
4.5
JM
Jake M.
E Commerce Community Manager
Share
"Fluid communications across all channels"
What do you like best about Gorgias?

Integrates easily with Shopify, email, chat, phone, and all of our social media. Setting up rules and macros makes answering common questions quick and easy to allow more time to handle difficult customers

What do you dislike about Gorgias?

Some types of tickets are restricted from being merged. This means we'll have two tickets that need to be referenced and can result in responses to customer issues that have alry been solved. Can't like Instagram comments

What problems is Gorgias solving and how is that benefiting you?

Customers reach out over multiple channels, and we are able to merge their communications to one ticket. Saving phone numbers makes it easy to start and reference orders.

Small Business (50 or fewer emp.)
Apr 26, 2022
 Source
Overall Rating:
4.5
LJ
Lindsey J.
Laboratory Technician
Share
"Very User Friendly"
What do you like best about Gorgias?

It's a very user-friendly platform, working in a team or individually! It offers a lot of shortcuts to answer tickets fast, which is especially important when swamped with customers.

What do you dislike about Gorgias?

In order to answer tickets you have to constantly check back into the website. I wish there was a streamlined notification process that doesn't involve spamming an email or checking in every hour.

What problems is Gorgias solving and how is that benefiting you?

We needed a platform that could easily categorize tickets by the department when selling our product. We were able to easily do this so far, allowing us to tend to customer service much more efficiently.

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