Gorgias: Helpdesk, Chat & FAQ

We just installed and the support has been great. I love how the integration to my store works with their support software. I can view all orders my customers have purchased. it tells me the value of the customer (ie: how many dollars lifetime they've spent on the store) It allows my team to have quick access to the data they need to support my customers. Everyone should use it!

I've only been using Gorgias for a short while but I'm blown away by how much they care about their users and their product. I haven't been able to explore all the features yet since my volume is low but it is very impressive and the guys behind it have been incredible with support, even offering one-on-ones to sort out any issues. This is the way support needs to be in 2017+. Great app!

We used this app for a number of months but decided to migrate away. Gorgias is well established however we felt that it was trying to do too much and the customer got lost in persistent automation. The support team were excellent at the onset but that ebbed away over time and I didn't feel it was appropriate to continue with this solution. A nice product but not compelling enough to keep as our first choice app.l

Great company, open about their future roadmap and actually listen to customer concerns and make quick and decisive changes to support the users. Excited for whats to come!

Gorgias has been a fantastic fit for our customer service team. Its ease of use and customer support have exceeded all of our expectations.

At this point in time, I would say that their current rating of 4.3 (I'm giving 4 as the closest figure IMHO) is fairly indicative of where they're at -- for a TL;DR, you can look at all their 5 stars which highlight all the pros, to which I agree that Gorgias from an engineering perspective - is a pretty damn good E-commerce omnichannel helpdesk platform. In my lifetime of using Desk.com (previously by Salesforce), followed by Freshdesk -- I'm personally quite happy with the automations, macros and merging which are fairly intuitive. The Help Center mass upload feature was a bit broken unfortunately and that was part of where the troubles started and why I'm not giving a full 5-star review.

As you would see with the rest of the 5-star reviews, their support/service team is pretty bad. I would say 3 out of 5 times I'd be given a canned response to an article, to which I would have already read and tried to troubleshoot myself before sending that first email. Thus, wasting my time in every first email I send out just to say "yes I've done that, what else can I try?" Most recently, it was escalated to someone with more technical experience (shoutout to Ogi) who not only was emphatic in making sure he was resolving my issue, but doing so in a timely manner because he didn't have all the answers either -- and he made sure I was aware upfront but would get back to me with a solution one way or another.

Lastly, the onboarding experience was indeed non-existent. My sales rep was good in presenting the features (hence why he's in sales, and I loved it), but when it came to the more technical explanations, onboarding and helping me move forward it was unfortunately a bit underwhelming. As such, it did hold me back a month or two even trying to figure Gorgias out to the point where I just paid a month upfront so I can onboard my team and migrate from Freshdesk accordingly. Thankfully he did waive one month's fee as promised at the end, but it's such a huge disconnect between sales > support (L1), which I think would easily give them 5-stars all around if this part of their operations were fixed properly.

WOW! When we rebuilt our website the developer strongly suggested that we switch our customer support and communication to Gorgias. Am I ever glad they did. The quality of the app and the incredible support they provide is off the charts amazing. I am very impressed and very happy. Thank you Gorgias. Great app and off the charts support

App is awesome, it saves so much time on customer service as it automatically gets order info from their email. You have templates. Customer service takes 4-5 times less time. Before I used Zoho and had to switch between zoho, aliexpress, shopify, shopified app. Customer support is great and they reply really fast. I recommend the app!

Highly recommended! It is a user-friendly app and the supports are so helpful and help you all the way.

Amazing customer support! Thank you so much Ilija Kostic for the quick help. Keep it up!!!!!!!!!!!!!!!