Gorgias: Helpdesk, Chat & FAQ

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.

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

At this point in time, I would say that their current rating of 4.3 (I'm giving 4 as the closest figure IMHO) is fairly indicative of where they're at -- for a TL;DR, you can look at all their 5 stars which highlight all the pros, to which I agree that Gorgias from an engineering perspective - is a pretty damn good E-commerce omnichannel helpdesk platform. In my lifetime of using Desk.com (previously by Salesforce), followed by Freshdesk -- I'm personally quite happy with the automations, macros and merging which are fairly intuitive. The Help Center mass upload feature was a bit broken unfortunately and that was part of where the troubles started and why I'm not giving a full 5-star review.

As you would see with the rest of the 5-star reviews, their support/service team is pretty bad. I would say 3 out of 5 times I'd be given a canned response to an article, to which I would have already read and tried to troubleshoot myself before sending that first email. Thus, wasting my time in every first email I send out just to say "yes I've done that, what else can I try?" Most recently, it was escalated to someone with more technical experience (shoutout to Ogi) who not only was emphatic in making sure he was resolving my issue, but doing so in a timely manner because he didn't have all the answers either -- and he made sure I was aware upfront but would get back to me with a solution one way or another.

Lastly, the onboarding experience was indeed non-existent. My sales rep was good in presenting the features (hence why he's in sales, and I loved it), but when it came to the more technical explanations, onboarding and helping me move forward it was unfortunately a bit underwhelming. As such, it did hold me back a month or two even trying to figure Gorgias out to the point where I just paid a month upfront so I can onboard my team and migrate from Freshdesk accordingly. Thankfully he did waive one month's fee as promised at the end, but it's such a huge disconnect between sales > support (L1), which I think would easily give them 5-stars all around if this part of their operations were fixed properly.

Gorgias is great to help streamline our customers service needs. I am a bit of a novice so still getting the hang of it but their support team is always available via chat or for a call to help with any questions I may have

We are so happy to have found Gorgias! The user interface is easy to use and we have saved so much time responding to customer service inquiries using this app rather than just the GMail we had been using. The support is friendly and quick to respond, and we have experienced no issues with the software since we started using it. There are a couple things we would love to see as this platform grows- supported mass email/bcc functionality, ability to create discount codes instead of logging into Shopify, and a more robust search function so we can easily filter our customers. Great overall and would recommend to anyone who is looking for a robust Shopify integration!

So far so good, we are fledgling users of the system with our new Shopify store. Support helpdesk is always on the case - great service. However some of zee translations in zee system are a leetle bit French.

If you know how to navigate this enough, it will be a treasure specially with the price :) I just hope there will be live chats in whatever plans you have

Nikola Dimic provided excellent support yesterday!! But it can be difficult to get a hold of the customer success or live chat help sometimes

Werkt super makkelijk! Je krijgt snelle reactie vanuit de klantenservice van Gorgias bij een probleem. We werken met meerdere webshops samen via dit platform. Intergratie met ander social platform heel handig! De app verbeterd zich elke keer weer!

We've only had it for week, but looking good so far; definitely great to keep customer service separate from inter-office mail and organized going into the holidays with office closure. Only suggestion would be to create a cleaner, streamlined interface (especially where customer info is displayed on right side of conversation) with less "comic-y" font and have everything justified to the margins so info is easier to read vertically.