Gorgias: Helpdesk, Chat & FAQ

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.

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.

Disappointing. The reviews (outside shopify, e.g. reddit and other forums) are true. Their own support is very disjointed and leaves a lot to be desired. Each question took 6 hours+ to get a response on their own chat function. Areas that did not work for us:
- Live chat functionality is pretty useless. I tried their beta and their automations leave a lot to be desired and no, you can't put in a proper work around. We were using tidio to run chat bots whereby we offer a new customer promo. There's no suitable workaround for this. If you run one of their 'campaigns' you can't run it outside of business hours.
- Their pricing is pretty obtuse. You pay per ticket. I gave it a chance. We liked the feature of sending an auto response to inbound email tickets to acknowledge receipt and give an SLA. Personally I feel reassured when I receive acknowledgement and an SLA on when I can expect to receive a response. If you choose this, all responses are counted as tickets. So in respect to inbound emails, spam or not, everyone counts as a ticket.
- The demo I received from Jasper was 25 mins of preamble and 5 mins of visually seeing the platform with no demo of how to use it. Having tried Gorgias, FreshDesk & Chat, Zohodesk and Re:Amaze we've ended up going with Re:Amaze. The functionality is intuitive and they're not trying to run before they can walk.

We switched from Intercom to Gorgias due to the advanced macro and scripting capability offered. Unlike Intercom, Gorgias is clearly built for eccomerce/Shopify, and offers a much more reasonable price point for your average merchant. We quite like having a ton of customer information alongside tickets, and not leaving the conversation to access Shiphero/Shopify is a huge plus.

Gorgias is a relatively young platform, especially when compared to Intercom. This can be a good thing (small team, quick and continuous development etc) but it is also reflected in a more primitive UI/UX.

Intercom's back end was intuitive and functioned more like a chat client than a ticketing system. Our support staff loved this since it showed when customers were 'online' and allowed them to hop between tickets effortlessly. Intercom also had a very developed app, which complemented this concept wonderfully and allowed easy "off hours" support during sales events.

This is where Gorgias has room to improve. Simple quality of life and front end improvements like auto-saving draft replies from help desk members, live chat estimated wait times, and set live chat availability hours would all greatly increase the utility of the platform. The Gorgias team has said an app is scheduled for early July... I can't comment on that until I see it.

Regardless, I really hope Gorgias doesn't fall into the trap of trying to compete with the outdated and dying email/ticket paradigm. It reminds me a lot of the desktop first vs mobile first debate... in a couple years there will be no question that "Livechat First" will be the industry standard.

With this in mind I hope to see strong and continued development of the live chat platform. The team should look take a close look at intercom's core offering and replicate as much of the functionality as possible. This would put them far ahead of the zendesks of the world, and push them into a best in class service for Shopify with no out of the box parallel.

If this is not done, intercom will likely close the gap by updating their integration with Shopify; I know they are actively developing more eccomerce features with an eye to do just that.

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.

Best all in one support platform on Shopify.

Easy to set up and use, great customer service. The app is very developer friendly.

It's a must have.

Incredibly easy setup. Very intuitive to setup and use. Integration with Shopify is seamless and makes responding to tickets efficient and easy!

I've used a lot of software/apps for my business and many of them fail to get the fundamentals right. Gorgias is a delightful exception and does in fact make handling support cases easier...even enjoyable?! I have been using Gmail with a CloudHQ integration which accomplishes fairly similar things in terms of basic support functionality. That method is just clunky and doesn't offer any of the other valuable integrations like Shopify and Shipstation.

I have just started working with rules and macros, but it seems like this will solve some major pain points. Right now the only reason that this isn't a five star review is the app seems like it needs a bit more development. It's awesome and very close to spectacular.

The first day I started using Gorgias I went home and was telling my wife about how much I liked it, and she said it was the first time I'd ever done anything but complain about previous software :)

Gorgias' team provides great support. They answer the questions on chat within minutes and if that is not enough they jump on Google calls to help. Zoran was of great help on the call.