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Ognjen Mitrovic has been so supportive to me as a new user on Gorgias. He has been patient with all of my questions and made me feel confident about using the software. I'm grateful to have his guidance!!
Gorgias has been such a great value add to our business. It's so easy to manage communication with our customers and respond back to them in an organized and timely manner.
Support team is great! They respond quickly and they explain the issues comprehensively. They try hard to make it as easy as possible.
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.
Gorgias is our first ticketing system. We've used it for about a year and it's been a game-changer in managing customer issues. So much information at your fingertips, pulled in from Shopify. Recently I built a Help Center and Quick Replies; both excellent for efficiency. I had some final questions and the Gorgias Chat was not that helpful, nor did they answer timely. So I scheduled a Zoom session with a consultant - in 30 minutes Maria solved all my issues and my Help Center and automated replies were launched by end of day! I would give Maria 5 stars but overall this review is 4 given the delayed or opaque replies I have received from the Chat help, multiple times. That said I highly recommend Gorgias if you use Shopify. We have 9 people in our company-so you don't need to be big to benefit from this tool. I seriously cannot imagine running our business without Gorgias at this point. My husband and I are in a different place than our CS team. The ability to oversee customer issues, and manage escalations is amazing.
Thank you for taking the time to post such a thorough and detailed review of our service. When it comes to the feedback provided regarding our response time, please accept our sincerest apologies for the inconvenience caused. We're truly thankful for it and we'll be keeping it in mind as a space where improvement can be made.
We value our customers and understand how important it is to offer exceptional service, and it's lovely to hear about your experience with Maria. She's a true ⭐️.
Once again, we're sincerely grateful for your feedback and for all of your understanding shown along the way. 🙏
Aasif and Richard really went the extra 10 miles when onboarding my company with Gorgias. Like, seriously they went above and beyond to make sure I was satisfied. They showed me things I never imagined possible, concepts I never understood were “a thing”. These guys are the best and Gorgias is going to make our customer service endeavours much easier and more efficient going forward. Don’t think about it, just sign up. Gorgias is the best and Aasif and Richard really know how to satisfy a client.
Great onboarding experience and support. This app saves us a ton of time by integrating directly with shopify and all of our other channels. I love it.
Gorgias continued to bill AFTER we uninstalled the app from our Shopify Store. We also had consistent issues with Gorgias having significant down-time and the app logging out of our laptops and phones without notice.
Unless you were on their most expensive plan, support was poor — ZERO live onboarding. We LOL'd at their reply to this review because their claim that they somehow help everyone equally was absolutely NOT our experience. It's self-serve unless you're at the very highest levels. One thing that particularly irked us was - after watching the how-to video, Gorgias expects you to grant them full access to all your brand's customer communication channels (email, all the social media channles, website etc). You never get to talk to a live person. We simply didn't trust or have faith in Gorgias to hand that access over.
Luckily - many Gorgias features now come standard with Shopify since the latest Shopify update.
Hello Team.
We're saddened to learn that you've decided to end your journey with us.
Every single team at Gorgias is always ready to work on any issue with utmost dedication, ensuring that your questions are answered in the shortest amount of time.
It has never been our intention to make you feel this way, and this is why we're extremely sorry to hear that you have such an overall impression of Gorgias. Please rest assured that we strive to equally assist all our clients whenever they need us, and that will never change.
We would like to thank you for taking the time to provide us with the details of your experience which will surely be useful to improve our service in the future.
We wish you all the best.
Can't send SMS. It's been weeks and they still haven't fixed it. I rely on this heavily and no one knows when or if there will ever be a resolution. I'm losing clients because I can't operate fully.
Hey there team,
Hope you're doing well.
We're truly sorry to hear about the SMS issue, we completely understand it's an essential channel for your business!
However, as the issue isn't directly on Gorgias' end, please let me provide some more info on this one:
Our phone and SMS provider Twilio faced an outage for their SMS component that lasted for quite some time, but after the outage was resolved on their end, we noted that your issue was also related to their toll-free verification process that hadn't been completed.
We reached back out to you with the form needed to verify your toll-free number. I see you had submitted the form - thank you for that! - and one of our agents reached out to you to let you know we'll get back to you as soon as Twilio processes the request.
I assure you we're completely aware of how important this is to you and we're doing all we can on our end to mediate between our provider and our clients, but I'm afraid we can't impact how much time it takes for them to process any requests or resolve any outages, unfortunately.
Once again, we truly apologize for the bad experience you've had and we'll be reaching out to you once again once all this is resolved to make sure everything's working correctly and that you can use Gorgias to streamline your support as much as possible and grow your business.
Thank you once more for your patience with us on this one, I wish you all the best in the meantime.
Big fan of Gorgias. Great product for a fraction of the price of Zendesk and Kustomer. Their support is super responsive, as well.