Gorgias Reviews & Product Details

I like how the chat feature is set up. If you are not on, it shows up as an email, which is very nice!

I dislike not being able to see the history of different tickets all at the same time or it makes me scroll all the way down again.

That it is more proefficant and we can see our stats at any time.

My team has greatly benefited from Gorgias. We use reporting capabilities to our greatest ability and we love it!

I wish there was a way to "draft" a new ticket.

Quicker response time, better reporting, and organization!

How approachable and easygoing it was. Amazing team and tools. Very straight forward all over. I love the macros and rules and that CS team can use it as point of all the corespondence.

Not fully integrated with Big Commerce. At this point very little to none automation features are working, which would be absolutely great if it can be integrated fully.

We will be using chat functions, connecting our store wit social media sources as well as communication with our warehouse team, if customers have questions in regards their orders.

The lessons were straightforward and easy to listen to and learn from.

Nothing at this time, I prefer shorter lessons/experiences, as longer lessons and lectures can lose my attention span.

No problems are currently being solved with Gorgias. So far it has been beneficial to me!

I like that you are able to combine so many things into one platform. Getting to see the customer journey from all the different touchpoints really gives us new insights.

Getting used to the new interface when doing things on social. Like checking DMs, it is weird to have to click a story to open up in a new tab when we are tagged in it instead of being able to see it in the conversation.

Getting more insight on the customer journey. We are having a lot more cutomers chatting with us from our website. I also feel like we are missing less mentions/notifications on social that may have been getting lost.

It is great to have one dashboard to collate information from several sources.

It would have been nice to have more live sessions with an agent from Georgias.

Customer service has become more easily managed. Social Media response time is quicker and live chat is great.

Being able to keep track of past conversations is key.

I wish there was a bit more information that was pulled in from other popular CRM's

Keep track of the history of a customer's questions/concerns. It is extremely beneficial to get a good understanding of a problem.

Gorgias is straightforward, easy to use, and offers great insight regarding team performance! Their support team is always helpful, too.

Wish there was a more built-out customer portal.

Automation, app integration, and satisfaction tracking are the top benefits.

It's great for when I have to do multiple actions and everything is on one page instead of having to go through multiple pages.

Don't know much about it to have a dislike lol

Doing Front of the Pack emails, it helps to be able to pull up the subscriptions, orders, and account on 1 page instead of searching.

Having all of my tickets in one place makes for a concise workflow that is easily integrated into the day-to-day operations of the service shop. It seems more versatile than zendesk and of course paper tickets.

There is no way to assign due dates to a specific ticket. It seemed like on my first experience, some things were running a bit slowly. I would like to see improvements in adding due dates to tickets.

I am utilizing gorgias to manage my tune shop tickets. Currently, we are using paper tickets and are lacking in analytics capabilities and the ability to look back at a customer history.

I love the organization of the website, it is easy to navigate and I love that you can leave internal notes.

It is sometimes difficult to narrow searches for specific customers to the category in which I'm trying to find them.

I am assisting people with getting their forms signed and the best benefit is that you can leave internal notes for the other people on your team so they can see what you have done if they have to jump in and assist with the customer.

The flow of it all and how easy it is to use.

So far I have not found anything I dislike

Communication with our customers throughout all platforms provides better customer service.

I like that you can write a response and automate action items.

Email response and Social response API errors, having to reply in Outlook and IG instead. I encounter 2 errors a day per /60 tickets.

We are solving our lack of staffing by filtering all of our customer communication in one place. Our reviews are filtered using Stamped.io and receiving them in this software further streamlines our processes.

The resources available for help are lit

I wish there was a buffer on cancellatio

Customer inquiries. Ease of having everything in one system

The team from sales to onboarding to these support afterwards has been well thought out, and clearly communicated.

It wasn't as clear as how to set up SPAM filters, but our rep walked me through this.

Giving our customers an amazing buying experience through our support.