God these guys! Alright, they spammed me multiple times to go review and so I'll do it. Love the idea of the app, but their own support is really so poor it makes me worry how anyone can use their app for support. If you want to use Android, don't bother-- there's no app AND the web integration is completely broken. (It's close but has a major bug where you can't type anything to respond.)
The CEO spams us with requests to review. I reply telling them their Android browser site is completely broken for responding to tickets-- I get two completely different people responding (not the CEO) and they're clueless as to what's going on or how to fix the issue. So they just say "use iOS" or something-- this is 2018, no idea why that's even possibly a response.
Then I get another spam from their CEO saying I should review the app. So here I am... I hope they're happy! Maybe he reads these?
Oh, and before I even tried Gorgias for real I asked them if they had a very simple feature via FB messenger-- I asked them if a customer could view their own tickets across different services or if they were left piecing it together from their chat logs/etc. Seems like an obvious help desk thing to do, right? Let customers see their own ticket history and responses, etc? (Just like what agents see, or perhaps cleaner...) but no, no such feature. Not the end of the world not to have a feature (I signed up anyway), but the support experience from them on Facebook was so bad. I realize now it's because they're using Gorgias itself and have multiple people responding. So the 1st person didn't understand what I was asking (hadn't seen a real helpdesk portal before I guess) and brushed me off--- then the 2nd person was confused, too. Finally I think that when I was fed up they put someone who was STILL confused, but at least was more cordial and finally understood what I was asking to tell me that, no, the novel feature of giving my VIP customers a way to see their ticket history wasn't something they'd thought of before (or didn't seem to have a desire to add). Like I said, not the end of the world not to have a feature like that-- perhaps I'll write it myself, but it should have tipped me off how bad their support quality is.
The app itself on desktop is fine-- though it has a long way to go to be easy to use. If you have a lot of tickets, the very flat view structure they have will limit you and get cluttered/confusing (as the defaults already are). A little more iconography or folders or something would go a long way. Rules and their integrations seem to work pretty well, so I can't really fault them there-- I think that will go okay, especially if they work to refine things.
But fundamentally if their own company can't even use the tool to create good support for their own tool, it really worries me that the entire premise of the tool is flawed for good support. It feels like whoever is on staff grabs any ticket and their goal is very rapid closing without actually solving issues-- and because the agent changes and they're rushed, they don't really engage at all to understand the question or issue.
TLDR: App has potential, but (1) their own customer service is responsive but dismissive/un-engaging/etc which makes me feel like their own tool doesn't lend itself to amazing customer service (or they don't understand good customer service enough to be building this app), (2) they have no feature to let customers follow their own ticket history (which is big for building long-term loyalty and is found in most ticket systems), and (3) they literally ignore one of the most popular browsers on earth (Android/Chrome) and are dismissive that it doesn't work when they don't have an Android app yet. Oh, and they'll spam you to review their app without even bothering to be sure you're satisfied.
they say on the highest plan they will have someone dedicated to your account and that's a bologna , getting someone to get us up and running and help us design the campaigns is a task, we are still waiting for that dedicated rep who was supposed to help us 2 months ago. Software is good but promises are a joke.
Gorgias deleted my account without any notification
This app is completely awesome! I loved all the features and ease of use. However, after the trial I deleted it because they want to charge an entry level price of $60 per month...which is insane. This 'entry level' pricing is for 600 tickets and 7 channel integrations. I only used 3 integrations (as I imagine most companies would) and I would maybe do 100 tickets per month. I'm not even a small store!!
Unless you're doing $1M+ in sales per year, this app probably isn't for you. Until they have a better entry level price that isn't so insane (You can get all of these features through Salesforce or Zendesk for less...), I don't recommend it.
Summary: Great platform, not worth the outrageous pricing.
Hence, 2 stars.
Update: I've demoted this a start since I found HelpScout, which does the exact same thing but for $8 per month per user and has no cap on the amount of cases you can have. It even integrates with Shopify for a customer profile view. I'm still not sure why they think $60 per month is a fair price.
they have terrible customer support. they never online to answer you requests
Pure Hearts International
Frustrated. It looks good but it's grabbing the wrong Facebook page for some reason. One I haven't used in years. No other app has even tried to do that before when making a Facebook connection.
Update from initial review above.
Downgraded from 4 stars to 1 star.
This app is an unmitigated disaster. It pulled a facebook page that no other app ever has.
It disconnected the gmail integration all on its own. They admitted they were having problems. Then I reconnected my gmail. Look what then happened.
I use my gmail for customer support as a small merchant. It has imported 4000+ of my ordinary gmails (like private emails from friends and family) into the app, has labeled them all as customer support tickets, and has frozen the app and refuses to let me use it further until I put in a credit card and pay them $200.40. Seriously. And I started less than 48 hours ago!
Look at this, copy and pasted from my billing area:
Gorgias' pricing is based on the number of tickets you respond to every month. We only count tickets that contain at least one message from an agent in your team.
The first 300 tickets per month are on us. Then we charge $50/1000 tickets, and the cost per ticket goes down as the number of ticket increases.
Learn more on our pricing page.
Current usage03/08 - 04/08
If you have any questions or if you want to unsubscribe, please contact us at firstname.lastname@example.org.
ACTIVATE BILLING WITH SHOPIFY
In short, if this isn't an outright scam, it's one of my worst experiences ever in the 1000+ Shopify apps I've installed and the hundreds I've reviewed.
By the way, the whole pricing scheme is ridiculously expensive. You can get substantial Zendesk services for as little as a flat 2 dollars per month.
Is this a bad joke?
The app created an infinite loop with my gmail account and has dumped about 10,000 emails into my gmail. I wish this was not true. I've uninstalled the app in the Shopify admin but they are still pile driving my gmail account into the ground.