Gorgias Reviews & Product Details

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

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

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.

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.

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.

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.

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

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

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

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.

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.

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.

The ease of setting up macro and tagging systems

Only limited at the moment by our internal systems

Better response and lower "noise" from mail

Access to key order information from within Gorgias

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

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.

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.

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.

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.

A quick way to respond, live chat integration

difficulty in connecting the platform yotpo

the possibility to better manage all channels followed by customer service

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!

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!

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.

The email system is easy to use, and fast.

The email thread is a bit confusing at first.

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

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!

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.

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!

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

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!

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

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.

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.

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.

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

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.

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

Gorgias has all the channels of communication

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

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

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

The filter and search systems could be cleaner

It helps us answer larg numbers of support emails

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.

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.

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.

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

The screenshots are very small and often hard to read.

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

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

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

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.

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.

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.

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.