Gorgias ‑ Support & Live Chat

The app is extremely difficult to navigate with very poor user interface.
It's also very difficult to find info online that actually shows you how to use the app efficiently.

It took over a week for someone on the Apps side to figure out that you only can send chats direct to your email if you're on a paid plan. You cannot test that function during the free trial.

The pricing is ridiculous for what you actually get. Anyone that has been in the AI game for any amount of time knows what tokens cost and their fees for AI responses are ridiculous as well as the price to simply forward a chat through email has equally ridiculous pricing.

So happy we switched! Used Freshdesk for years and Gorgias is much better. The AI agent is great and handles many tickets without human intervention at all.

We wouldn't be able to handle our incoming customer service messages efficiently without Gorgias. It's a no-brainer. Customer support is such an important part of our business. We're a small team and the AI Agent feature helps us tremendously. Definitely recommend if you're looking to step your game up on customer support.

Gorgias has been a game-changer for our customer support. Their AI bot handles a big chunk of the routine questions instantly, so customers get faster answers and our team can focus on the more complex requests that actually need a human. It’s helped us cut down response times, stay more consistent, and save a ton of time day-to-day without sacrificing the quality of support. Highly recommend for any brand looking to scale customer service efficiently.

Gorgias' AI Agent has helped automate a significant portion of quick response tickets, while keeping our CSAT and FRT metrics sky high. It's cost-effective and easy to train and navigate - highly recommended!

Gorgias in theory has a good product and the value prop is there. The AI and responses are probably a 4/10.

What makes Gorgias a 1 star app is how they handle issues on their platform. They advertise that their product can handle cancellations, variant changes, and order edits automatically. From day 1, this was completely broken for me and the ticket was escalated to their L2 support team. It takes multiple days between responses, only for nothing to happen. This is shocking especially as automated order edits is the key functionality their product advertises for Shopify integration.

Where it gets worse is that their technical support rep completely lied to me and told me the issue was fixed by doing a customer sync, but it did not fix the issue at all. They did not provide any details on what the issue was, how they fixed it, and what they tested. They just lied to me and said that it worked when it remains broken, and now I have to continue testing myself and reporting errors to them.

This tells you that their tech team is either not competent or does not care to fix high priority customer issues, which is why it's a 1 star. If you cannot fix tech issues, then lie to your customers just to close a ticket without helping them, then your tech team/support is just bad and doesn't care. It makes it feel like a scam. Your software cannot be trusted, and it calls into question the product at large and the (lack of) TLC that's going into it. I feel completely misled about this product and the false advertising that has taken place so far for me. This is a really bad experience as I have invested probably 36 hours of my time to get the guidance, macros, and rules set up only to be completely washed away by a horrific bug that their tech team has completely dismissed and lied to me about a "fix". Really, really disappointing and disrespectful to small/rapid growth businesses that cannot afford to sink and lose this many hours.

I have heard good things about Gorgias, but I am very unhappy with their customer service. I installed it in my store and was getting things set up on a 7 day free trial. Within hours of installation, it charged me a full $400 for the pro plan, completely negating the "free trial". When I pointed out the error, they quoted policies rather than resolving the issue, and didn't even bother to address me by my actual name. This is not an app I want to use for customer service when their own customer service doesn't come close to meeting our own standards of care. I'm very sorry I gave them a try at all.

The AI Agent has been a godsend for our customer support team. It's super intelligent and also has been learning - it takes care of approx 80% of requests!

Gorgias’ AI Agent has been an absolute game changer for our support workflow. We’ve been continually impressed by how seamlessly it handles customer inquiries with accuracy, clarity, and a truly human-like tone.

Our customers are guided through processes, like returns, without any friction. The AI Agent automatically provides a personalized return link, outlines the specific approval requirements, and clearly communicates the refund timeline once the item is received. It’s the kind of consistency and precision we’d expect from a seasoned support rep.

What’s even better? Customers love it. Our AI Agent earned a 5/5 CSAT on a recent interaction, which speaks volumes about both the experience and the trust it builds with shoppers.

We’ve been using the Gorgias AI Agent for a bit now, and I wanted to share a quick win we had with it. A customer reached out asking to update the shipping address on their order (#144269), and the AI handled the whole thing on its own — confirmed the address, asked the customer to double-check, and updated it once they said yes.

The customer gave it a 5/5 CSAT, which pretty much lines up with what we’ve been seeing overall. It’s taken a lot off our plate and made our support feel faster and more reliable.

If you’re thinking about adding AI to your support team, this has genuinely been a solid upgrade for us.