Omtaler (558)
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Etter vurdering
I would have given 5 stars until the recent nightmare with the required DNS domain verification. We are a small, family based company without an IT department and this was too technical for us. It was presented as "simple" yet it was anything but that. It's technical jargon we didn't understand, the written directions were too complicated and confusing, and it took multiple requests with support to complete it (emails, calls, & chat.) Finally, with the help of Richard, it was done after a few weeks of frustration. As far as the platform, it's been a good tool for us and we appreciate the integration with gmail and social media into one location. We are fresh off that debacle, otherwise the support and program had been positive.
Dear Squid Socks Team,
We genuinely regret to learn about the technical difficulties you encountered during the recent DNS domain verification process. We understand that it caused frustration, and we appreciate your patience in resolving the issue.
Your detailed account is invaluable, and we're sorry for any confusion caused by the technical jargon and complex instructions. We're glad to hear that Richard could assist you in completing the verification. Your experience highlights areas where we can improve, and we'll be working diligently to streamline these processes and enhance the clarity of our instructions.
On a positive note, we're pleased that you find our platform beneficial, especially with its integration capabilities with Gmail and Social Media.
If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out. Thank you for your understanding and for bringing this to our attention.
Good app, but the customer service is lacking, which is ironic seeing as it is a customer support app. It would be a 4-5 star rating if the customer support was better. They takes ages to reply, there was even a time where the team were on a retreat, and live chat was just turned off. The automated live chat rarely answers the query you have. But I would still recommend the app.
Dear Team,
Thank you for taking the time to share your feedback with us. We appreciate your honesty and want to acknowledge the inconvenience you may have experienced.
I would also like to address the trouble caused by our limited chat availability during the company retreat. While our chat support was limited during this period, we did have email support available to assist with any urgent matters. Additionally, we made sure to display a banner on our chat informing our clients about this change, along with a note about potential delays in response times.
We understand the importance of timely assistance, and we want to assure you that your concerns are a top priority for us. The purpose of our retreat was to enhance our strategies and plans for the future, ultimately aiming to improve our service to better meet your needs.
We genuinely value your recommendation despite the challenges you encountered, and we want to assure you that your feedback is crucial in helping us enhance our services.
If you have any specific issues that still need resolution, please feel free to reach out to our team, and we will do our best to assist you promptly.
Thank you again for bringing this to our attention. We highly appreciate your patience and understanding.
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
We use this app for email support and chat. We've tried a few different ones and Gorgias is probably the best. It's still missing some functionality though. To be completely honest, it seems as though the company is in growth mode and more focused on fundraising/growth than appeasing it's existing customer base. Feedback and response times on slower than average when compared to other apps, but I would still recommend this app.
Great if you like $500+ a month. It is not $60 as advertised.
Hi, Brandon! We sincerely apologize for the inconvenience you faced while trying to find the advertised price on your Gorgias account. This is the price for our Basic plan and is currently available on all accounts. It has never been our intention to cause confusion since we aim to provide a reliable and transparent service. We have just messaged you privately so we can go over this in depth. Your feedback is highly valued, and we are open to hearing your thoughts at any time!
Despite trying for months, discussing back and forth with support, me and my partner never found a way to get notifications on our mobile devices to work. Also be advised, that you will regularly be logged off your mobile device resulting in you missing important live chats from customers. I don't recommend Gorgias - sorry.
Thank you for taking the time to share your experience with us, Team.
We truly regret to hear about the challenges you've encountered regarding notifications on your mobile devices and the inconvenience caused by being logged off unexpectedly.
We fully understand the importance of timely notifications and seamless accessibility to our platform, especially in managing live chats with customers. Rest assured, we are taking your feedback seriously and are investigating this matter to ensure we have found a resolution for you.
Once again, we regret for falling short of your expectations and thank you for bringing this matter to our attention. Your feedback helps us to continually improve our services for all our clients.
I'd like to express my positive experience with Gorgias' help desk app, which has proven to be a valuable asset for handling customer support on my Shopify store. Despite encountering a few initial bugs, the Gorgias team promptly addressed and resolved them, demonstrating their commitment to improving the overall user experience. While there's room for improvement in terms of support responsiveness and waiting times, my overall satisfaction with the app remains high. I want to extend my gratitude to Dunja from the Gorgias support team, whose guidance has been crucial for a new store owner navigating both Gorgias and Shopify. I am optimistic about the continued success of my experience with Gorgias and appreciate the ongoing support.
Hi Marbia! 👋🏻
Thank you for sharing your positive experience with Gorgias! We're thrilled to hear that our helpdesk solution has been a valuable asset for your Shopify store. We sincerely appreciate your feedback regarding support responsiveness, and we're continuously working to improve in this area. We're excited to continue supporting you and ensuring your success with Gorgias! ⭐️
Pretty good!
Hi HomeDecor!
Thank you for your kind feedback! It's nice to hear you found our service pretty good! 🌟
If there's anything specific you feel we could improve to earn that fifth star, we'd love to hear your thoughts. Feel free to get in touch with us via email support@gorgias.com.
Your feedback helps us strive for excellence! 🫶🏻
not working even to setup the account, support low level seems they don't care to get new customers
Hello, Team.
Thank you for bringing this to our attention, and we genuinely apologize for the inconvenience you've experienced during the account setup process.
We want to assure you that we are actively working on resolving this for you as soon as possible. We are committed to improving our response times to provide a more timely and efficient service.
In the meantime, we want to express our gratitude for your patience and understanding. We value your feedback as it guides us in our efforts to enhance the quality of our service.
Once again, we apologize for the inconvenience, and we appreciate your cooperation in this matter.
they propose you trial for 7 days to check if it is a good fit for you. After 4 test tickets and just import mail box my account was disabled and i was required to pay for plan ... ? i try to contact with support team to get some information what happened as i just install app and didnt even test it. i got information that trial is limited and i have to buy subscription to use app. so my question is where are these information >? that i can use only 4 test ticket and than i have to pay for subscription. and how iu suposted to test app with 4 tickets ? also support..... nice guy who enter chat. 10 min waiting for respond. and after 3-4 messages he just gone without any messages.....
if this is how its work the best thing is not even start to avoid future issues
Hi Solar! We sincerely apologize for the inconvenience you faced with our platform. and regret that our communication fell short of your expectations.
We strive to provide clear information about our trial terms, and it's evident that we missed the mark in your case. We appreciate your feedback and want to assure you that we're actively addressing this to ensure smoother and more responsive assistance. We've reached out to you over email to go over this in-depth and help you use your trial to the fullest. 🙏🏼
The interface is absolute a mess, there's no guidance in regards to setting up a simple chatbot. I can't seem to grasp why all chatbots have to be so damn complicated to make, rather than making a straight forward process. Cut out all bs and make it simple, like it is suppose to be.
Hi Arcade!
Thank you for sharing your feedback with us. We're sorry to hear your initial experience wasn't as smooth as expected. We've reached out to assist and help you get started. We look forward to making your experience better. 🙏🏼🍀
The features of this app make it so easy to interact with customers and I was really impressed with the onboarding process. Jami was amazing. She walked me through the app features that she felt would best meet the needs of my business. This was very impressive and showed that she had taken the time to learn about my website and my brand. The app itself is just as amazing. Gorgias makes things really user-friendly with the toggle on and off feature. I have not taken the time to explore all of the features but it seems to me Gorgias has provided a one stop shop for all things customer service.
Hi Nifty Wigs team!
Thanks for the awesome review! We loved being of service to you and are happy to hear that the app is fulfilling your needs. We count ourselves lucky for customers like you and we are glad to hear that Jami's professionalism and kindness were reflected in your experience! ✨
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.
Dear Team,
Thank you for sharing your concerns.
We are really sorry to hear about this misunderstanding concerning the difference between our one-week free trial and our paid Subscription Plans.
Here at Gorgias, transparency is what we advocate, and the same goes for our Pricing structure. Our Paid Subscription Plans can all be checked on our Pricing Page (https://www.gorgias.com/pricing), including all the features each of them offers.
What we would also like to add is that we're genuinely sorry about the belated response when you initially tried to reach out. Please rest assured that one of our Team members will be getting in touch with you to discuss everything that you pointed out here.
Thank you once again for bringing this matter to our attention.
Great start to using Gorgias. Starting with the $10 plan, limited to 50 tickets. Set up was easy and spam messages or instant closes don't count towards overall ticket count, so you can get a lot of real tickets through in that amount. Very organized within the dashboard, easy to manage support tickets.
Hi, Siam Blades Team!
Thank you so much for your positive review! 😊
We're delighted to hear you found our $10 plan valuable and that the setup was easy! Your feedback motivates us to continue improving our services to meet your needs.
If you ever have any questions or need assistance, please don't hesitate to reach out. We're here to support you on your journey with Gorgias. Thanks again for choosing us! ⭐️
I am absolutely thrilled to give a 5- star review to this exceptional service provider. Their product quality as well as customer service is outstanding. I can confidently say that this service provider has won me over as a loyal customer.
Oh, my! What more can one ask for? 😆
Team, thanks so much - we're happy to hear that you've had such an amazing ride with us. That's what we're all about and it's a true pleasure that you've recognized that.
We're sending you a lot of virtual hugs! 🤗
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!!!!
Dear Team,
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.
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.
Hello Team.
We are sincerely sorry to learn about your impressions.
We’d like to once again shed more light on this matter. Regarding trial accounts, they're automatically deactivated after 7 days, while all the details are fully deleted after 90 days. This will apply to your trial account as well, and there'll be no charges.
One of our team members will follow up shortly and assist you with any other query you may have.
Thank you for taking the time to share your thoughts. 🙏
This is the second company I have used Gorgias for support. It is very easy to use and with the right setup and integrations, it saves a lot of time for other tasks.
We’re very pleased to know that our service impressed you and that you’ve been enjoying your time with us! 🙏 Thanks a bunch for all the good feedback you've given us, Team! 🤗
They make it unreasonably difficult to cancel a subscription. Just try to locate the button to cancel Gorgias (spoiler: you can't!) You first need to start a live-chat with an employee to get rid of Gorgias, which is ridiculous and tedious... We live in 2023, not 1999....
Hi Team.
We are sincerely sorry to learn about your impressions and about your decision to leave.
Please be assured that your request has been escalated to the relevant department and is being treated with the highest priority.
We truly appreciate you taking the time to provide us with your valuable feedback. It has already been passed to the Team as we always look for ways to improve not only our cancellation process but other aspects of our platform as well.
Thank you.
Be careful. If you turn on auto-reply they will count it towards your billable tickets. There is no clearly visible disclaimer when turning on this rule. We incurred over $700 in overage fees which they are not willing to refund although we have been a Gorgias customer for years and have spent thousands with them. Hopefully this review will save someone else this grief. Feeling scammed.
Hi Lavoo,
Thank you for sharing your experience with us! We understand how frustrating it can be when things don't go as planned, and we're truly sorry for any inconvenience we may have caused.
Glad to see that our team was able to chat with you and resolve the issue. We're committed to providing the best possible service to our customers, and we'll use your feedback to continue improving. Thank you for voicing your thoughts and allowing us to turn your experience around. 🙏🏼
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.
I have had a great experience on my second try on getting Gorgias set up. The first time there were many issues. Amy Elenius reached out to me and has worked with me to get all my issues resolved and up and running. I look forward to growing my business by offering excellent customer service now that I have the perfect tool to do it. Thank you
Dear Team,
We're sorry to hear how you feel about your experience with Gorgias, and about everything you've stated.
We can assure you that we are committed to resolving these matters, and are sorry that you remain dissatisfied despite all our efforts and advice on the resolution of all the issues in question. We have addressed the ones you have been having by asking for more information which would immensely help our Advanced Tech Team investigate these queries further.
This being said, we'd be more than happy to have this worked on and sorted out for you as soon as we've been provided with the necessary pieces of information.
We're sincerely grateful for your patience and cooperation.
We've been using Gorgias for almost a year (after migrating from Zendesk) and it has made our lives considerably easier. Handling tickets is super easy, the tagging system is intuitive, and we have integrated Gorgias with all the apps and systems we use, which saves us a lot of time.
I do not recommend it. After uninstalling the app, the widget is still displayed on the store. We cannot reconnect to our account somehow, and this is the response we got from support. "would definitely recommend you book a quick call with us so we can go over your business needs and give you a walkthrough of the new revenue-generating features that we launch. Our team there will be able to help out on reconnecting to your old account and answer any questions that you have regarding our product! " After this message, they don't answer anymore. Very Frustrating and Unacceptable.
Hi there,
Thank you for sharing your feedback!
I can see several conversations have been open between your store and Gorgias, but unfortunately, I wasn't able to locate the ticket where you reported you were unable to remove your widget from your store.
To give you some context, since the chat is installed on your theme.liquid folder in Shopify, you can either remove the snippet in Shopify directly or simply turn the chat off from your Gorgias account once you cancel your subscription. Based on the response you received from our team, it looks like we offered a call to sort this out as soon as possible and I'm very sorry to hear you were not able to receive any follow-up responses as faster as we'd like. We take your customer experience very seriously and I'll be happy to further investigate this to ensure we make things right for you.
I see you've recently had new conversations with our team regarding our Starter plan, so I'll contact you directly on that email address to help get your chat and account working if needed.
Thank you for sharing your experience with us, and for allowing us to show you we always strive to provide exceptional support in anything we do.
I had a query and was helped by Emilija B, who was fantastic, my problem was solved in minutes and I was given clear easy to follow information. 5 star to Emilija B is well deserved! Thanks again for the help, Sam :)
Very helpful app and responsive team. Have only used it a couple of times, but to great success so far.
Gorgias is great overall and their support is amazing. I can't talk about one person, cause all of their support team is great. Thank you!
Very useful! A great to help with streamlining our customer service. They are fast in their replies and we like to work with them for the available integrations.
We love that you can link Shopify products directly in your messages, that is a great upsell tool.
The newly added Help Center is also a great and long-awaited feature.
Customer Support is top notch which is a very important part of any CSM platform. So far I'm pretty happy with the platform overall. It doesn't have as many bells and whistles, but it does well on what it focuses on.
Senka Korac - is a lifesaver in the customer support team! Thank you so much for the superb fast support and problem solving.
There's been a few issues previously, but all seems to be working fine at the moment, and it's running smoothly.
This app is very useful in gathering all the questions from your customers and if you need any help they are very responsive.
The easiest way to have all the interactions with our customers from different platforms in one place, easy to use, very friendly app and the best part is that you can keep track of the communication with them efficiently and fast
I am very satisfied with Gorgias. It helps me take care of all aspects of my business in one place which saves a lot of time and energy. I am also very happy with the support team. I got very quick and effective help when I needed it.
The only aspect I am not so excited about is the price, I would be happier with a lower price.
The app is great, and the onboarding was easy. A couple of odd things happened here and there, like Instagram and FB disconnecting without notice. They told us they have no control over that - okay, but at least let me know the integration is gone and we need to reconnect. We did not answer any social query for 3 days until we noticed there was something wrong. Now, the TRUE dealbreaker for us is the file upload capability. It's 10 MB PER EMAIL!! Not even per file!! We create personalized paintings, so we need to send out customers high-resolution files. 10MB per email is just miserable, considering the app cost. A free Gmail account allows you 25 MB per file. Zendesk too. That would be enough for us. After spending time resizing, compressing, resizing again, etc., we are about to cancel the service since we spend too much time doing unnecessary tasks. We talked to support about this, and all they said is that they don't have a direct line with engineers and will add it to some feedback list. There are no plans to change that. So if your business needs to send files to your customers, bear in mind that this app will be a pain. I hope they can give us a solution, though.
We use this app for about 3 months, and we enjoy it! Our favorite things are the snooze button, we can leave internal notes btw the team and merge tickets so we can have everything organized. Of course, need a few adjustments, however, Gorgias is always improving and the customer service is always ready to help. Great!
Gorgias is really thought and designed to integrate with Shopify (and numerous apps). I am just starting to use it but it is really easy to deploy and then configurate. I have contacted several time their support team which is very helpful and very fast to answer.
This app has helped us level up our customer service management. The support team is great and so quick to reply if you have any issues at all setting up your interface.
The customer support team is really awesome. I was having a very frustrating time integrating my pages. At first, I blamed the app, but little did I know that the problem was on my end all along. Thanks to Tamara Zaric, Hannah Hermosa, Milan Kokanovic, Violeta Tubio my pages were eventually integrated. I have already recommended them to all my friends...
If I could give less than one star I definitely would. I have been with Gorgias a little over a year. While the service has somewhat helped streamline my customer service issues, the constant outages, being kicked off of the platform and inconsistent Social integration performance has lead me to drop Gorgias. But most of all is the absolute worse customer service I have ever received. I don't know if they are short staffed or what, but EVERY TIME I reach out to them through chat, I get very generic answers with links to their articles. No one ever actually looks into my account to address my specific problem. If they do, the end up telling me I need to speak to a developer or pass the buck to Shopify. In a nutshell, these people just want your money. They do not care about customer service at all. I wouldn't recommend this company to my worse enemy.
Great customer service - the onboarding videos, integrated tutorials and option to chat with an agent are really helpful!
Great support! Milan helped me install the new chat wizzard in lightning speed!
Would get 5 stars if you could organize emails better (folders) and had a search option on the mobile app.
I have been super impressed with the capabilities of Gorgias, having the details of the customer order right in the same window saves SO much time.
Simply amazing from start to complete setup with astounding customer support. Their integration with Shopify and other apps is very simple to achieve and makes it a whole lot easier gathering all information directly from the app about their orders. This truly redefines the way we provide customer support and have increased our CSAT tremendously where we can instantly respond to most frequent questions using their prebuilt macros and rules.
Very quick customer service on their end, and always helpful with providing details. I love that this integrates with our e-commerce platform that makes so many things automated for our staff. Easy to learn the system. Great job!!
Gorgias is a terrific platform for Customer Service. I'm looking forward to the IG DM's integration soon. Gorgias CS Reps are attentive and quick to resolve any integration issues or provide me with any clarifications. The only major problem I had was one the FB Messenger integration didn't work during our Black Friday/Cyber Monday sales.
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.
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.
Was helped By Marija M. She was very fast and super helpful, I had all my answers and correct links needed in a matter of minutes. Very professional and extremely friendly. Thank you
Customer Service has been really great. There have been multiple times I've messaged directly into their chat feature and the rep has spent more than required time to help me. Highly recommend this app.
By far, the best customer support I have ever experienced. The app and the back team is top-notch quality.
Makes a seller / customer service lives' easier. :) Their rules are so interactive, lets you focus more on other tasks which really needs attention. And their customer support team is really awesome! It was already the second time Ilija Kostic has catered to my concerns, and she went above and beyond to help out. :) We so love Gorgias!
Can't say enough good things about Gorgias and their support! Really helpful when it comes to chatting through issues via their chat function and excellent aggregation of all the different ways our customers can reach us for support.
They are always so helpful when I reach out! I would recommend them for sure! Ilija Kostic Thank you!
The very few times we've needed help or had an issue, the live chat has been speedy, efficient and resolved our issue handily.