Gorgias

Was juggling between Gorgias and Zendesk for customer service app. Went with Gorgias because it integrates seamlessly with shopify with all order information on the single page. No longer need to alt tab different windows to find information such as tracking numbers.

We have integrated chat, messenger, facebook posts, IG posts as well which is awesome. Saving you a lot of time!

I would give it a 5/5 but only draw back was the number of tickets for basic plan is only 350. If this could be pushed to 450-500 this would make it the ultimate support software on the market.

Nikola was extremely helpful and prompt to resolve our question - we're only a few days into using the platform but it's very user friendly! Thanks for the great customer service

Migrating from Zendesk to Gorgias is worth the effort if for NO other reason than the simplicity of creating tickets.

Forget the fact that it natively integrates with your Shopify store, Email,, Shipstation, Slack channel or Facebook Messenger applications BETTER than INTERCOM. Forget the fact that the macro's are basically dynamic and can be triggered using 'tags' which, as a Shopify customer, we all understand.

Forget the that the native integration with Shopify allows you to PROCESS A RETURN in the app or automagically refund or duplicate the last order OR create a COUPON CODE for frustrated customers all within Gorgias.

Sign up because Gorgias is GREAT! It's simple to use and they provide great customer support ... makes you wonder what CRM app they are using! Oh wait ... they use Gorgias too!

Really pleased with the app so far. This is the helpdesk built from the group up *specifically for* Shopify instead of the helpdesk that tries to adapt its existing platform after the fact. Would you rather have a round peg and a round hole or a square peg and a round hole?

Installation and setup was a breeze compared to Zendesk. Zendesk took me a good couple of days to get setup. Gorgias was a couple of hours.

I've found their customer service responsive and eager to consider my needs as a customer and their iteration and new feature development seems to be clipping along at a nice, speedy pace.

We have just started using this platform and so far have found pluses with it.

1. Shopify integration allows us to refund, cancel, track and see all order details on a customer's tickets.

2. Support staff is very responsive to queries.

3. Information is transferred from Zendesk allowing for smoother transition and record of customer history.

I have just started using this app. The chat responses are quick and extremely helpful. Looking forward to exploring all the features.

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.

In response to Gorgias' response- DO NOT USE THIS APP IN THE NEAR FUTURE. Since my original review we now have had several people reply to our emails and customer support requests, but all they've done so far is confirm that the system isn't working in the ways we're saying that it's not working. The phone system kicks agents off calls when new calls come in, the email import timed out after days of trying to import emails, then wiped our account clean when the import failed, when emails are uploaded we're getting duplicate emails in multiple boxes so agents are doing double work and stepping on each other's toes, our user accounts were all deleted over the weekend and nobody knows why, you can't leave an after hours message, etc... like I said before it's a great idea but a HORRIBLE execution. At this point we're trying to get our money back for the time we paid for the service that's worse than unusable- it's making our agent's jobs harder and wasting our tech team's time. Hopefully with the $30MM they just raised they can actually build the service that they're selling. And Connor used a free gift for listening to the pitch offer to get my attention then never sent the gift and hasn't replied to any of my emails after the account sign up was completed. He got his sale and was done with us. ******* Original Review: It's a great idea and they sell it well but it doesn't work and nobody calls you back. Starting with the salesperson, Connor who makes promises that the company doesn't keep, to the implementation team that disappears before the integrations are working, to the system itself that isn't ready for use (no hold function on the phones and when a call comes in and an agent is on the phone it kicks the agent off the current call and gives them the new call) gorgias is a huge disappointment. I never write bad reviews, btw but all of our emails to anyone in the company are go unanswered and the executive team isn't reachable on linkedin or any other way. Hopefully this review will get someone's attention at gorgias and they can fix this situation.

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

Our staff was frustrated with having to help customers in multiple platforms and various other channels. It was easy to integrate with Shopify and add the other channels. When we had questions, customer support was almost immediate and very helpful. You cannot go wrong using this app... we highly recommend. Well worth the money.