Gorgias ‑ Support & Live Chat

Switching back to zendesk. The sales team did not honor their commitment. We were paying around 700 a month and came to an agreement but the team backed off. If they cannot commit to a sales agreement, I wouldn't expect them to commit to being easy to work with.

Byer beware, the $60 subscription requires that you agree to a $10,000 not to exceed monthly limit. Your giving them permission to bill your credit card up to 10k per month uncontested instead of pausing your subscription in the event of a hack.

If you are like us, thinking of moving to Zendesk to Gorgias. Please don't. They advertise chat and email support BUT for chat its takes 5-6 hours to receive an initial acknowledgement and even then they still haven't responded to my query. For email support it takes 72 hours to receive an acknowledgement. Apparently they have lots of staff on leave and it was also 2 day public holidays but its been week and they chat is still showing limited support. If you are like me used to getting instance response from Zendesk chat support, don't bother moving. Also for integration we received no support, only some prerecorded videos. If you are SMB you are so much better of staying on Zendesk. Huge mistake on my part to move to this joke. Now I have to pay the developers twice to move back to Zendesk

Not good for campaigns with different types of Shopify stores. Pricing is too high for a tool that is supposed to manage a good chunk of data. Integrity issues with the management, not keeping their word on pricing strategies.

This app is completely awesome! I loved all the features and ease of use. However, after the trial I deleted it because they want to charge an entry level price of $60 per month...which is insane. This 'entry level' pricing is for 600 tickets and 7 channel integrations. I only used 3 integrations (as I imagine most companies would) and I would maybe do 100 tickets per month. I'm not even a small store!!

Unless you're doing $1M+ in sales per year, this app probably isn't for you. Until they have a better entry level price that isn't so insane (You can get all of these features through Salesforce or Zendesk for less...), I don't recommend it.

Summary: Great platform, not worth the outrageous pricing.

Hence, 2 stars.

Update: I've demoted this a start since I found HelpScout, which does the exact same thing but for $8 per month per user and has no cap on the amount of cases you can have. It even integrates with Shopify for a customer profile view. I'm still not sure why they think $60 per month is a fair price.

After a confusing start with the app, I managed to get it working. The support doesn't have a live support chat for some reason, and after a while they emailed back mentioning a phone call... Not something I was looking for to be honest.

When I signed up I really thought the Starter Plan was free but it's not so after 7 days of trying the app I will be removing. Wish they would support smaller businesses.

**SCAM APPROACH***
I took Gorgias just for a trial and guess what? at the end of the trial I got a bill to pay per month of 540$!!!!!!!
I'm now waiting for an answer from their billing team but this is such a scammy approach as I only tested the platform for a week before probably going to their first plan of 10$! This is really a scammy approach, even when I tried to downgrade the plan it was not working, my god!

Absolutely rubbish, difficult to set up and impossible to uninstall! Tried to contact Gorgias through their chat bot and no response, and what are those videos about? seriously high school standard- I was embarrassed watching them

Works very well. Customer care is super. I love this app. Perfect for manage customer in one plaece.

I've been asking to have someone in support cancel my account. And I keep getting the runaround. Feels like my account is being held hostage. Either give users the ability to cancel their accounts, or provide clear instructions on how this can be done.