Recenzje (635)
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The new upgrade is terrible. I can't delete a ticket.
Thank you for taking the time to share your feedback.
We understand how disruptive it can be when workflows feel impacted after a platform update. While the delete option is still available within the ticket view, I can also see that our Support team has already followed up with you directly and even impersonated your account to investigate further, though they were unable to replicate the behavior you described. At this stage, it may be due to a local or browser-specific issue, and our team remains available to assist as needed.
We’re continuously working to improve the platform and make it more powerful and flexible over time, which is what led to the rollout of the new UI. That said, we know transitions like this aren’t always seamless, and feedback like yours is incredibly important in helping us refine the experience.
Thank you again for sharing your feedback. A member of our management team will also personally reach out to you to ensure this is properly followed up on.
Software is nice. But their customer support is terrible. Non-existent. Phones cut out all the time.
Hello Brace Direct team,
Thank you for taking the time to share your feedback. We’re glad to hear that you’re enjoying the software, and we truly appreciate it. We’re continuously working to improve and provide an even better overall experience.
We regret to hear that your experience gave the impression that our support was unavailable when you needed it, as we are committed to being responsive and accessible to all our customers. Looking into your case, we can see that when you previously reported issues with your voice integration, our team shared a booking link and offered a call to investigate this further. It appears that the call was never scheduled, which limited our ability to fully troubleshoot the issue together at the time.
We also understand your concern about calls cutting out, as that can be particularly disruptive. At the moment, we don’t see any open or ongoing conversations regarding this, but a member of our team will reach out to you directly to better understand the current situation and ensure this is properly investigated.
We’re here to support you and would welcome the opportunity to work together to resolve this.
support is non existent. I have sent 4 support emails over the last three days and no respons. Just a friendly AI that is useless. Secondly the software lacks many basic features like the ability to create filtered views that make sense. Something as obvious as "show me emails with no reply" doesnt exist. We sell in currency NOK, but Gorgias still show USD with the NOK amount. Go with the larger companies like Zendesk, Hubspot etc.
Hello AgeLab.no Team,
Thank you for taking the time to share your experience. We’re sorry to hear that your experience has felt frustrating and that our response times did not meet expectations.
After reviewing your tickets, I can confirm that our team did respond to your recent inquiries. However, response times were impacted by a temporary surge in ticket volume, and we’re actively working to ensure faster turnaround moving forward.
Regarding the features mentioned, some workflows, such as specific filtered views, aren’t currently available in the exact format described, but your feedback has been shared with our Product team. As for currency display, Gorgias reflects the currency configured in your Shopify store, as data is pulled directly from Shopify without conversion.
Our team will also reach out to you again directly to ensure you receive any further assistance you may need. We remain committed to improving both our product and your overall support experience.
Thank you again for your feedback.
Muy contentos con Gorgias, con el soporte que nos dan ante cualquier duda y la ayuda al equipo de CEX en nuestro día a día
Gorgias has helped us automate our customer support, to the point where Q4 customer support requires very little hands-on time for our team. We have been supported by Gorgias every step of the way, and it can do everything we have asked of it. When the AI makes mistakes, their team works through the issues with us, and we always get the problem sorted!
Thank you, Arcade Belts team!
We're so glad Gorgias has helped streamline your support and reduce the workload for your team. It’s also great to hear our team has been there when needed.
We’ll keep working with you to ensure everything runs smoothly!
We use Gorgias for customer support, and the AI agent has been a huge help. In a recent case, the AI fully handled a missing-item inquiry, responded quickly, asked the right follow-up questions, and resolved the issue without needing human intervention. The customer left a 5-star satisfaction rating, which speaks for itself. It’s saved our team time while still delivering a great customer experience. Highly recommend for teams looking to scale support efficiently.
Thanks so much, Anne Klein team!
We’re thrilled to hear our AI Agent is handling cases like this one so effectively, and that it’s saving your team time while keeping the customer experience strong.
We really appreciate the recommendation!
This platform worked very well. They assisted us in setting up the AI agent functionality which took several weeks but turned out fantastically. Then they changed something, likely they degraded the LLM to save money. Suddenly our agent went from solving 95% of issues to failing in 100% of the cases. For example, it forgot what kinds of products we sell and started recommending unrelated items that we don't carry. It stopped being able to follow the logic that the Gorgias team wrote and so could no longer edit or cancel orders. It started promising things to customers that we cannot do. I've been trying to get in touch with support for 2 weeks now with these issues. I've tried reaching out to the team who built the Agent for me, but they don't offer support. I've tried working with their L2 support but response times are well over 36 hours and the issue is complicated enough that asking and answering questions with days between responses is never going to adequately identify the problem. I tried their regular chat support and they told me the code was sloppy and should be deleted- but they wrote the code. I'm left with no choice but to disable the agent because it's frustrating my customers with irrelevant responses, or worse promising that we will do something that we simply can't. It's very disappointing to see Gorgias opt to not support their product and to cheapen the service to this point. The few months of functioning AI Agent definitely convinced me of the value of this kind of thing. I'd be willing to pay close to a regular full time salary. But the Gorgias system isn't the right one because it's not supported. I know I'm not the only one with this problem. During the period I've been trying to get support the Gorgias support team has had to remove their own chat widget because they are being overwhelmed with requests. This is likely due to the failure of their system.
Hello team,
Thank you for taking the time to share your experience. We understand how disruptive has been, and want to apologize for the frustration it caused to you.
Please know that we take issues like this seriously. Our team has been actively investigating the behavior you reported, involving both our Level 2 Support and Engineering teams, and we’re actively flagging the necessary improvements based on your needs and feedback. While AI can be sensitive to configuration and data changes, it’s on us to ensure those issues are identified and addressed quickly and with the right level of support.
We also recognize that the support experience did not meet your expectations at certain points, particularly around response times and continuity. That’s something we’re actively working to improve, and we appreciate you calling it out.
We’re continuing the conversation with you directly to resolve the remaining items and make sure there’s a clear path forward. If you’re open to it, we’d like to regain your confidence and ensure the AI Agent delivers reliable, safe, and accurate outcomes for your business.
Thank you again for the honest feedback and helping us improve.
The app is extremely difficult to navigate with very poor user interface.
It's also very difficult to find info online that actually shows you how to use the app efficiently.
It took over a week for someone on the Apps side to figure out that you only can send chats direct to your email if you're on a paid plan. You cannot test that function during the free trial.
The pricing is ridiculous for what you actually get. Anyone that has been in the AI game for any amount of time knows what tokens cost and their fees for AI responses are ridiculous as well as the price to simply forward a chat through email has equally ridiculous pricing.
Hi there, Toigo Racing team.
Thank you for sharing your experience; we’re sorry it felt frustrating.
There were a few points raised here that appear to stem from misunderstandings around trial limitations and feature availability. We’re actively reviewing this with the team to ensure everything is clearly explained and properly investigated.
One of our agents will be following up with you directly to clarify the trial functionality, review your setup questions, and make sure you have accurate information moving forward.
We appreciate you taking the time to share feedback. It helps us improve both our onboarding clarity and communication.
It’s ironic that the so-called best support app has some of the worst support I’ve experienced. I started a trial while using Shopify Plus, and they still haven’t been able to fix a store sync issue after a full week. For such a critical issue, and for an app of this level, it should have been escalated and resolved the same day.
Thank you for taking the time to share your experience, Vilrita team.
I completely understand how impactful a store sync issue can be and why timely resolution is so important.
To provide more context, from the moment this issue was raised, our Support team began actively troubleshooting with you to identify the root cause. As the issue required deeper investigation, it was quickly escalated to our L2 Technical team. Since then, the ticket priority has been increased, and our Engineering team has been directly involved in analyzing the issue. They have also followed up with you on a separate thread to keep you informed on progress and next steps.
While we always aim to resolve issues as quickly as possible, cases like this can require detailed and methodical investigation across multiple systems to ensure a reliable and lasting solution. We regret the inconvenience this has caused and truly appreciate your patience as our teams continue working toward a resolution.
A member of our management team will also be reaching out to you directly to further support and ensure this remains a top priority until it is fully resolved. We remain fully committed to working alongside you and getting this addressed as quickly as possible.
So happy we switched! Used Freshdesk for years and Gorgias is much better. The AI agent is great and handles many tickets without human intervention at all.
Thanks so much for this review!
It's awesome to hear the AI Agent is handling tickets with no human involvement and that the switch was the right move for you.
We’re excited to keep supporting your success!
