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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!
Good app, but the customer service is lacking, which is ironic seeing as it is a customer support app. It would be a 4-5 star rating if the customer support was better. They takes ages to reply, there was even a time where the team were on a retreat, and live chat was just turned off. The automated live chat rarely answers the query you have. But I would still recommend the app.
Dear Team,
Thank you for taking the time to share your feedback with us. We appreciate your honesty and want to acknowledge the inconvenience you may have experienced.
I would also like to address the trouble caused by our limited chat availability during the company retreat. While our chat support was limited during this period, we did have email support available to assist with any urgent matters. Additionally, we made sure to display a banner on our chat informing our clients about this change, along with a note about potential delays in response times.
We understand the importance of timely assistance, and we want to assure you that your concerns are a top priority for us. The purpose of our retreat was to enhance our strategies and plans for the future, ultimately aiming to improve our service to better meet your needs.
We genuinely value your recommendation despite the challenges you encountered, and we want to assure you that your feedback is crucial in helping us enhance our services.
If you have any specific issues that still need resolution, please feel free to reach out to our team, and we will do our best to assist you promptly.
Thank you again for bringing this to our attention. We highly appreciate your patience and understanding.
Gorgias has an awesome integration with Shopify. It should be the go-to solution for CRM/tickets.
Thanks a bunch for the awesome recommendation, Tmat Team! We're so thrilled to have you on board. We'll make sure to keep up the good work, and to keep the vibe high. 🌟
We just started using Gorgias, came from Zendesk and had bad experiences there. Love the customer service and the help in setting everything up. I got a walk though step by step when I was having issues and am very grateful for that.
We've been using Gorgias for several months. Pluses: tight integration with Shopify; easy to combine several points of customer contact; easy to navigate interface. Minuses: mobile app is absolutely terrible - this is really designed for desk bound agents; chat is very limited - you can't really see the customer journey while chatting - we're switching back to our previous chat program. One other issue, it would be nice if it auto sent replies to connected customer email accounts so they also be tracked outside of the app. So far, it's a keeper as their support is pretty responsive and they're constantly upgrading it.
Gorgias added phone and IVR to their CS offering. In trying to switch from Grasshopper to Gorgias for our IVR phone service (as it was included with our PRO offering) it took a few inquires to get the answers to questions I was seeking, BUT after a few back and forths, I was able to get detailed answers to the questions I was seeking. Overall, as long as you're patient and willing to persist/ pry a little, it seems you can get the answers and a little more help outside of links to articles you've likely already read.
I have just started using this app, simple to set up once you understand how things work and the customer support is incredible! Milan has been very helpful, any questions that I have had have been answered quickly and any issues have been resolved efficiently.
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.
Nikola was extremely helpful and prompt to resolve our question - we're only a few days into using the platform but it's very user friendly! Thanks for the great customer service
Top support system with great functionality and support, features and refinements constantly being added.