The software is really quite buggy... There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their... See more
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I have been using Gorgias for about 7 years and the last few years the customer service has been terrible. For the past few months I am having an issue and the AI bot just says we opened a ticket an... See more
I don't know how there are 1 star reviews for Gorgias, they must be from their competitors. Gorgias is the only serious solution to replace vast customer service departments. It connects to every... See more
Company replied
Easy platform to use, but very limited in features and functionality. If you base your analytics on tags, then it is okay. They are pretty much a solution for small start up companies, but you will f... See more
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Company details
Written by the company
The Best Customer Service and Live Chat Help desk For Shopify, Magento and BigCommerce Gorgias is a help desk (help center or customer support) for eCommerce stores that allows your customer service team to manage all of your support, customer service in one place. Top Shopify stores use Gorgias to reduce ticket first response time and increase the efficiency of their customer support teams. Using Gorgias gives your customer support team a true all-in-one help desk experience across email, live chat, phone, Facebook, Instagram, contact us page in one unified view to streamline your support tickets, saving you time and money. As opposed to solutions like Zendesk or Freshdesk, Gorgias has an extremely powerful integration with Shopify and Shopify Plus, so that you can see order details for a customer, and refund, cancel, duplicate orders without leaving the help desk app. Connect the most popular apps to allow you to cancel recurring subscriptions, modify loyalty points, and more functionality, without leaving your help desk! Use templates, automation, rules, and macros to cut support time. Your support team will be more productive and your customers will love you for it. (1) Provide Customer Service On Every CRM Channel - Manage conversations from email, live chat, phone, and social in one helpdesk - See the full customer live chat and message history across different channels in one view - Support for multiple stores (2) Cut Customer Support Time In Half - See customer support details and orders right next to the ticket - Use Macros (variables like order status, shipping date, etc.) to pre-fill answers - Respond in one click using pre-made templates - Respond instantly with live chat (3) Eliminate Ticket Backlog - Set up automated responses & bot to common tickets like “where’s my order?” - Create rules to manage your inbox, like tagging a ticket as urgent if it has the word ‘refund’ (4) Increase Conversions And Revenue - Live Chat with customers currently on your store - See which pages they're on and their purchase history - Trigger Live chats and contact form on important pages, like the checkout, and soon use Apple Pay (5) Do More Than Reply - Integrate other apps to your customer service app: loyalty, payment, shipping, ping & apple pay (soon) - Perform actions like awarding loyalty points without leaving the chat - Cancel, refund, or duplicate orders with a click from inside Gorgias Integrates with ReCharge, Shipstation, Messenger, Aircall, LoyaltyLion, +40more
Contact info
34 Harriet St, 94103, San Fransisco, United States
- support@gorgias.io
- www.gorgias.com
2.4
Poor
147 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 13% of negative reviews
Typically replies within 1 month
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Rubbish support, incomplete documentation and emails wont sent........
Generally the support is very poor once you are onboarded, technical information on their support website is often inaccurate or incomplete and currently we are unable to verify our emails following their guide. So basically this is a customer service system that we can be sure gets emails to our customers.
Therefore now 1 star.
17 May 2021
Unprompted review
Reply from Gorgias
Hi Philip! Thank you so much for your review and for taking the time to share your feedback. We'll keep up the good work. Also, if you have any feedback on what we can do to turn your experience into a 5-star experience, please let us know. We're open to any feedback and suggestions.
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