Gorgias

For someone who is new to customer service apps and ticketing software, Gorgias has been so easy! Between their chat and tag functions, we are able to get back to our customers twice as fast as before! Thank you guys!

We had high hopes for Gorgias. But key integrations they said they had simply did not work. We were told repeatedly the issues would be resolved, but after weeks we had to abandon. Further, the phone queue functionality is extremely limited. If phone service matters, do your diligence - this likely isn't the service for you. You can't prioritize agents, adjust queue roll times, offer call backs, etc. - pretty basic stuff for any operation, large or small. They have some nice features and this may work for small/niche applications, but it's just not ready for prime time if you truly are a multi-modal shop.

Finally, beware the trial - they charged us up front and offered credits in subsequent months. When the platform didn't work as promised, they refused to refund the up front cost despite the fact that we never used the credits. Not a huge deal -the real cost to my business was the time, effort and expense of employees to implement a service that didn't live up to the hype, but it's reflective of a poor approach to clients/accountability.

Gorgias touts all of these integrations they have, but most setups are horrendous. Have to do a ton of work with all kinds of weird HTTP, web hooks and code stuff that most small business owners using Shopify may have a huge struggle. I know I sure have. Setting up Zapier integration is far too complicated. If you're going to support any integrations, please treat it like no one is a coder. Once we have to incorporate any code you've lost us. Also, the general UX experience of Gorgias is just not great. Navigation is weird and super busy. The mobile app couldn't be more worse. Lots of sales fluff on their website with very little followthrough, certainly with tons of friction for setup. I don't recommend this app at all.

Great platform and even better support. We have used Fusedesk and Desk before and this is way better than both of them. And it was able to support all of our websites in one platform which is critical to our business. And we love the integrated chat feature. Mark

Our small (5 employees) company switched from Hubspot to Gorgias about two months ago and we're very satisfied. Our customer service rep is absolutely thrilled with how easy to use and intuitive Gorgias is. The integration with Shopify was seamless and far more helpful than what we received from Hubspot. I especially love having the customers' entire purchase/contact history right next to their message - it makes it far easier to prioritize VIP customers!! We had one issue last month and unfortunately had to wait over an hour for assistance (hence the four stars), but I was assured it was due to a high number of tickets that day.

The software is very powerful. The interface is clean and beautiful. The macros and the tagging system, which can be color-coded and searched, are quite powerful. Love it!

Early day's, but so far we have been unbelievably impressed with the team. The integration was up and running within a day, and our customer support team started to see the benefits immediately, They do what they say they do!
Very impressed.

Outstanding!! It took less than and hour to install and learn how to use and we were talked through it via video chat. really easy to use, does everything we want it to do and more and amazing support. I would give more stars if I could.

I love everything about this app! Setting up the integrations and emails took mere minutes. Moving all of my template customer service responses into the macros (and making them better with the built-in options to add dynamic info) made me so, so happy. And managing my ticket queue in under an hour every day with all of the sidebar Shopify tools (like duplicating and refunding orders), being able to see order and customer info, etc. just makes customer service a breeze. From a company standpoint, I worked with the Gorgias online chat support team to answer a few questions, and they were very responsive and immediately helpful, and I also did a demo with an account rep to make sure I was using all of the features to their fullest. Cannot recommend this app highly enough!

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