Gorgias ‑ Helpdesk & Live Chat , 627 recensioni
In base alla valutazione
We don't recommend this company to anyone.
(1) Their customer service has consistently taken 24-48 hours to get back to our query, while they preach and teach their customers to reply within few mins and hours.
(2) Their profit margin are their priority. All of a sudden I just got an email saying now they will charge nearly $2-3 per sms/voice calls, which was free till now.
(3) Who charges per ticket!!! Why? Exactly explain why? We started using Gorgias as had seen mostly all shopify stores use it.
(4) Recently, in a short frame of time, they developed a lot and lot of integration with other apps, which is great but it makes me wonder if other apps are getting paid by Gorgias through back channels, as these integrations increase the number of tickets created in Gorgias and Gorgias charges per ticket - seems very dodgy.
Hello, Dear Team.
We sincerely appreciate you taking the time to leave your review, and we are genuinely sorry to learn that you have got this impression. Your satisfaction is our number one priority, and this surely is not what we would like to hold ourselves to when it comes to the quality of our overall service.
In regard to the response time, we always strive to resolve any issues as soon as they are raised. Nevertheless, due to a number of reasons, whether related to ourselves or the third parties we need to cooperate with at that point, an immediate resolution sometimes may not be possible. You are always welcome to inquire about the reason, and we will always be transparent about it.
Our Pricing Scheme, also applicable to other companies working in this or any other fields, is not permanent, and is prone to modifications over time, due to market orientation and newly imposed requirements. We do, however, keep everything perfectly transparent, and we will always be more than happy to discuss any point of our Terms of Service, with complete honesty, and in full detail.
Due to a higher demand for various types of integrations suggested and requested over time via our Product Roadmap, our Development Team has been tirelessly working on bringing them to life, so that our clients can use them and handle their daily workload in the most efficient way. As for the relationship we have with any of our Partner Companies, including our Integrations Partners, please rest assured that there is nothing that should be considered untrustworthy.
This review will not go unnoticed, and we will forward it to the relevant Team. Any kind of feedback, even if it brings us just one star, immensely helps us in becoming better. Once again, we want to thank you for reaching out to us and sharing your experience.
Gorgias continued to bill AFTER we uninstalled the app from our Shopify Store. We also had consistent issues with Gorgias having significant down-time and the app logging out of our laptops and phones without notice.
Unless you were on their most expensive plan, support was poor — ZERO live onboarding. We LOL'd at their reply to this review because their claim that they somehow help everyone equally was absolutely NOT our experience. It's self-serve unless you're at the very highest levels. One thing that particularly irked us was - after watching the how-to video, Gorgias expects you to grant them full access to all your brand's customer communication channels (email, all the social media channles, website etc). You never get to talk to a live person. We simply didn't trust or have faith in Gorgias to hand that access over.
Luckily - many Gorgias features now come standard with Shopify since the latest Shopify update.
We're saddened to learn that you've decided to end your journey with us.
Every single team at Gorgias is always ready to work on any issue with utmost dedication, ensuring that your questions are answered in the shortest amount of time.
It has never been our intention to make you feel this way, and this is why we're extremely sorry to hear that you have such an overall impression of Gorgias. Please rest assured that we strive to equally assist all our clients whenever they need us, and that will never change.
We would like to thank you for taking the time to provide us with the details of your experience which will surely be useful to improve our service in the future.
We wish you all the best.
We had high hopes for Gorgias. But key integrations they said they had simply did not work. We were told repeatedly the issues would be resolved, but after weeks we had to abandon. Further, the phone queue functionality is extremely limited. If phone service matters, do your diligence - this likely isn't the service for you. You can't prioritize agents, adjust queue roll times, offer call backs, etc. - pretty basic stuff for any operation, large or small. They have some nice features and this may work for small/niche applications, but it's just not ready for prime time if you truly are a multi-modal shop.
Finally, beware the trial - they charged us up front and offered credits in subsequent months. When the platform didn't work as promised, they refused to refund the up front cost despite the fact that we never used the credits. Not a huge deal -the real cost to my business was the time, effort and expense of employees to implement a service that didn't live up to the hype, but it's reflective of a poor approach to clients/accountability.
We appreciate you taking the time to leave your detailed feedback. We're genuinely sorry to learn that this is your impression. We would never want to see any of our clients leave with a bitter taste in their mouths.
Your satisfaction is our top priority and this surely is not what we would like to hold ourselves to when it comes to the quality of our overall service. What you mentioned in the first part of your review is something that will be relayed to the dedicated teams as is definitely a learning opportunity for all of us.
Concerning the Billing aspect, we do, however, keep everything perfectly transparent, providing the full information at the very beginning of your service with us. This being said, we are always ready to discuss any point of the Terms and Conditions of our Service with complete honesty and in full detail.
We sincerely appreciate you taking the time to share your review, and we wish you all the best in your future endeavors. 🙏
Very bad application and service. We sent an email to their billing department and we did not get a response on the unsubscription. Also very difficult to use compared to Helpscout. I do not recommend it at all.
They made a reply and said that it is unsubscribed. However, IT IS NOT!!!!! I still see my credit card details and can login to my account. What is going on with you guys and why you made it incredibly difficult to cancel?
We appreciate you taking the time to share your feedback, and for bringing this to our attention, Team.
Having spoken to our Billing Team, we can confirm that your subscription was fully canceled and that the confirmation was sent your way.
Your opinion is of utmost importance to us, and please be assured your feedback has been shared internally so that we can take steps to improve the cancellation process.
We're sincerely grateful for your patience and understanding throughout this entire time. 🙏
Dear Team, thank you for getting back to us.
We have just sent you another email double-confirming that your subscription with us has ended and we provided some additional information, as well.
Once again, we highly appreciate your cooperation, patience, and understanding. 🙏
One of the worst apps to use for customer service. 1. They updated how they pull in comments for Instagram ads without notifying us and started charging based on # of ads which is ridiculous 2. Their support "live" team is horrible - take 10-20 minutes to reply to each message. Will send one half-assed response, I'll reply to the chat right away, will not reply again for another 10-20 minutes. How is this "Live" support? How can a customer support platform have horrible customer support? STAY AWAY FROM THESE CROOKS
Hope your weekend is going well.
I'm truly sorry to hear you've had such a bad experience with us! It was definitely never our intention to take a long time to get back to you - we've just been dealing with a huge ticket surge and we've had agents out due to sickness and vacation time, so our limited coverage impacted our reply time.
We apologize for this and I'd like to reassure you we're working on better coverage consistently.
As for Instagram ads, we don't charge per ad - you can see our Pricing models here https://www.gorgias.com/pricing - we charge per ticket, not per integration or per integration feature, so I'd love to get to the bottom of what might've happened here.
Could you please reach out to us at email@example.com regarding this?
Of course, we're always happy to hear feedback from our clients, so thank you for leaving a review - I hope we have a chance to change your mind and provide better service on our end.
I wish you all the best in the meantime!
There is a MASSIVE bug in Gorgias - Once you click "Send" or "Send and close," there's a popup that says "Message sent" along with a button that says "Undo." If you close the tab before that goes away, your message DOES NOT get sent or saved in drafts. You have to do it over! I've spent an afternoon plowing through tickets and now I have to do ALL of them over again.
Hi Team Biotikur!
Thank you for sharing your feedback with us! Your valuable input regarding the "Send and Close" feature has been passed on to the development team. Rest assured, your concerns are being taken seriously, and our dev team will continue working on improving the efficiency of the mentioned feature.
Your satisfaction is our top priority! We genuinely appreciate your candidness and are grateful for the opportunity to improve our product and ensure that your Gorgias experience is smooth and hassle-free. 🙏🏼
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!
Hey Koss Design,
Thank you for taking the time to share your feedback with us! It's heartbreaking to hear that you're feeling scammed! Our Billing team has reached out to you to explain the situation and address all the concerns you have.
At Gorgias, we strive to provide transparent billing practices to our clients and we are committed to resolving any issues that may arise as quickly and efficiently as possible. Thank you. 🙏🏼
Great app, Terrible support for bugs and issues.
adjusted the review from 2 stars to 1 star after they decided to respond. They responded here as if something was going to happen, nothing happened.
The service is terrible, they are constantly giving wrong advice and then someone else different picks up the ticket and gives additional wrong advice. ironic for a support ticketing app, shows their logic and systems doesn't work.
save your sanity and find a different app.
First of all, we would like to thank you for taking the time to share your thoughts with us.
We’re disappointed to read your review as we know we can do better. Your satisfaction is of utmost importance to us and we would like to show how much we care, and that we'll do everything to find the best solution for you and your Team.
We are going to make things right so you can enjoy your Gorgias experience. One of our Team Members will be reaching out to you shortly to address the issues you have raised.
We’re confident your ongoing experience will be a positive one.
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
You can't "undo" when typing a whole email into their text box! When you decide, oh, I should save this and make it into a macro, so you select the whole email and mean to hit copy, but you hit paste instead, then the whole entire thing is GONE!!!! FOREVER!!!!!! THIS IS A BASIC EMAIL FUNCTION — UNDO!!!!
We sincerely appreciate you taking the time to leave this review and we're deeply sorry to read about your experience.
The aforementioned combinations should all work in Gorgias and we can confirm that the 'Undo' option is also available as one of the 'Gorgias Keyboard Shortcuts' functionalities if you go to 'Your Profile' settings. This being said, we've reached out to you via email on the next steps, as we'd like to investigate what might've been the root of this issue.
Thank you in advance for your patience and understanding.