Gorgias: AI, Helpdesk & Chat

We've been using Gorgias for customer support for many years now and it’s been a great addition to our stack. The AI Agent in particular has been surprisingly effective at handling routine inquiries like order tracking and shipping updates without needing human intervention. Recently it handled a “where is my order” ticket, provided the tracking link and delivery context, and the customer left a 5/5 CSAT saying it was very helpful.

For ecommerce brands dealing with high ticket volumes, automating these repetitive questions saves a lot of time while still keeping the customer experience solid. Looking forward to seeing how their AI continues to evolve.

We have been using AI Agent since November 24 and are very happy with its functionality and ease of use. Installation is quick and pain free, monitoring is very straightforward and changes can be made instantly if needed. We have gradually increased the amount of topics AI Agent can handle and have not had any complaints.

We’ve had a great experience using Gorgias. The AI Agent handles common customer service questions quickly and clearly, which saves our team a lot of time.

Gorgias has been a valuable tool for our customer support team, helping us manage inquiries more efficiently across multiple channels in one place. Its automation features and organized ticketing system have improved response times and made it easier to provide consistent, high-quality support. Overall, Gorgias has helped streamline our workflow and enhance the customer experience.

We've been using Gorgias Automate since its inception, while in beta, and it's been almost 3 years now. We have grown together and are handling an average of about 50%+ tickets! The CSTAT is usually good and resolves issues well.

Currently at 5/5 Agent resolution. What AI Agent did:
+Instructed the customer on where to find their loyalty points balance.
+Provided detailed steps on redeeming points and applying rewards at checkout.
+Assured the customer that points do not expire with account activity.

Of course, it doesn't always get everything right, but we have added much guidance on when and where to hand off to human agents. Overall, we are very pleased with it and would highly recommend it.

This has got to be the greediest and ruthless company ever. We were paying over $13.5k per year on Gorgias for the Advanced plan (6350 automations, 60,000 tickets). This is A LOT...but the story gets worse. I mention this because their pricing is not clear at all after that point. If you a fast growing company, (7-8 figures or more) I highly recommend staying away from this platform. Their upsell features are highly predatory and can increase the cost of your plan by a if your orders/tickets increase. Their AI automation feature auto-bills you over and over, to the point without telling us until its WAY to late, we were charged $14,000 on TOP of $13.5/year. We tried to work with them but we received threats. The AI automation costs them essentially nothing to run, but it would have brought our yearly bill to $27k. Instead of trying to work it out, they tried to strong arm us. For a customer service platform, it was one of the worse customer service experiences I've ever experienced and would not recommend it to anyone. We are switching to a competitor that offers the same functions and essentially unlimited automations. They just lost a customer paying 5 figures a year without any care.

Gorgias AI has been a huge help for our support team. In this case, a customer asked how to return lamps, and the AI responded clearly, accurately, and fully aligned with our return policy, so much so that the customer left a 5/5 satisfaction rating.

The response was well-structured, polite, and asked the right follow-up question without creating friction. It saves our team time while still delivering a great customer experience. Highly recommend for any Shopify store looking to scale support without sacrificing quality.

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!

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.

Love Gorgias. I’ve been using it as our customer support solution for a couple of years now, and it’s been a game changer. The AI and automation features are incredibly helpful, and I regularly rely on the analytics and tagging to stay organized and understand trends. Highly recommend.