Gorgias: Helpdesk, Chat & FAQ

We’ve been using Gorgias since 2017. It used to be an amazing tool -affordable, reliable, and backed by great people. Unfortunately, over the last couple of years, things changed.

Prices went up disproportionately, our dedicated CSM was suddenly removed without notice, and support quality dropped drastically. When we finally decided to migrate to Re:amaze (which offered better pricing for the exact same features), Gorgias was anything but helpful during the transition.

After eight years of loyalty, it’s disappointing to say this - but I can’t recommend Gorgias anymore.

We’ve been using the Gorgias AI Agent for a few months now, and it’s been performing better than expected. It handled a recent customer issue (discount code not applying) completely on its own clear communication, accurate troubleshooting, and a fast resolution.

The AI Agent has definitely taken a load off our support team and improved response times. The overall experience has been seamless, and the support from the Gorgias team has been great. Highly recommend it to any growing brand looking to scale customer service without compromising quality.

Obsessed with Gorgias!

We brought on their AI Agent tools for our customer care team and honestly? It's giving everything we needed. The platform is super versatile and lets us customize literally every detail to match our brand's energy – which, let's be real, is essential when you're keeping things glamorous and on-brand.

Our response times are faster than ever (hello, instant gratification!), we're closing out tickets quicker, and our customers are loving it based on our CSAT scores. The AI handles all the basic questions so our team can focus on making sure every interaction feels special and luxe.

It took a minute to get everything set up exactly how we wanted, but now it runs like a dream.

If you want your customer service to be as flawless as your products, Gorgias is totally worth it. Major recommend!

The Gorgias AI Agent has been a great extension of our CX team. It understands our policies, communicates clearly, and helps streamline returns, exchanges, and everyday questions. If you’re looking to scale support, this is a great solution.

Gorgias has become the central hub for our customer support across all our Shopify stores. Instead of bouncing between email, chat, and social DMs, my team can see everything in one place, right alongside the customer’s order history and tags. That alone has made us faster and more organized.

What really stands out now is the AI + automation. The AI-suggested replies are surprisingly accurate and on-brand once you train a few templates, and they’ve cut down the time it takes to answer common questions like order status, returns, and sizing. We also use rules and macros to auto-tag tickets, route them to the right person, and send instant responses after hours, so customers get help even when no one’s at the keyboard.

Setup was straightforward, the Shopify integration is deep, and any time we’ve needed support, the Gorgias team has been responsive and helpful. If you’re running a growing Shopify brand and want to streamline support while taking advantage of AI automation instead of adding more headcount, Gorgias is absolutely worth it.

We’ve been using the Gorgias AI pretty much since launch, and it completely transformed how we handle customer support. What used to take hours each day is now done in less than 30 minutes — and that’s mostly just me checking how good the AI handled everything.

What really impressed me is how human and caring the replies are. It’s not just fast, short answers — the AI actually sounds thoughtful, empathetic, and appreciative, even when dealing with the more “demanding” customers. Honestly, it sometimes does a better job than humans at staying patient and on-brand.

Only a handful of customers ever noticed that it’s AI, which says a lot. We’ve even integrated it with Loop for subscriptions, so it can cancel, modify, or manage requests automatically — no manual work needed.

Overall, the Gorgias AI is the best example I’ve seen of real, practical AI in ecommerce. It saves us time every single day and delivers better customer experiences at the same time.

Gorgias has streamlined our customer service. It's great to have a central hub for all customer inquiries. The use of the AI agent has helped customers answer those FAQ at all hours which helps people get the assistance they need during their specific hour of need. Setting it up is actually pretty easy, and they help you set yourself up for success. The more knowledge and guidance you give it the better it responds. Everyone should consider it especially if you're a smaller business like us.

I've been using Gorgias for the past 4 years, and we've been very satisfied with the granularity of support, feature rollout, community engagement, and overall user experience.

The automation tools have been exciting to learn, test, and refine. I understand and appreciate Gorgias as an organization that values continuous improvement. Over the years, I've seen each channel become a little easier to use, and I feel assured that they'll continue to improve the user experience based on our feedback.

A tool is only as good as its user, and Gorgias is making it easy for us to learn, refine, and thrive! Our customers are stoked, and so are we.

Gorgias has been the best CRM we’ve ever used! They keep rolling out new features that not only enhance the customer experience but also make life easier for our support team.

The AI agent has been incredible at helping respond to customers; it even cancels orders automatically when someone requests a cancellation. It’s boosted our CSAT and freed up our team to focus on the bigger, more complex tickets.

Our customer service team has used Gorgias from the beginning. Gorgias has always been reliable, ahead of the curve, and the best in the field. The technology is advanced and easily customizable. Our team loves the organization it provides as well! Overall, we love our partnership with Gorgias and are thankful for the ways they've served our business over the years.