Gorgias ‑ Helpdesk & Live Chat , 558 reviews

Overall rating
Counts per rating level
  • 88% of ratings are 5 stars
  • 4% of ratings are 4 stars
  • 1% of ratings are 3 stars
  • 1% of ratings are 2 stars
  • 6% of ratings are 1 stars
August 28, 2018

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.

Lucy Yak
United Kingdom
Time spent using app: 8 days
August 27, 2018

Gorgias is an amazing support app.

It makes simple things but perfectly.

It allows us to automate most of our processes thanks to macros and integrations.

Equisense Store
Time spent using app: 20 days
August 15, 2018

We have had Gorgias up and running for a month and it has made our customer service process a lot easier.
We have integrated our social media comments and queries which means nothing is overlooked.
Support at Gorgias have been really helpful in not only helping setting up but making sure we are using everything to its maximum potential.
Really happy we made the change.

Saltrock Store
United Kingdom
Time spent using app: 2 months
August 14, 2018

Gorgias is great! We are about to end our trial and cannot wait to continue using them for all our media platforms. Had a hard time syncing our email and the customer support helped us along the way. The onboard call they suggested was super helpful, they told me what would be the best way to organize and keep good stats for our business needs. They scheduled a follow up call for a few months down the line to make sure we are still happy and doing good with the application. Thank you Gorgias team!

Sladics Mb
United States
Time spent using app: 13 days
August 8, 2018

The help desk is awesome!
If you have a question they get back to you very quickly!

Dinkydoo Fabrics Notions
Time spent using app: About 2 months
July 26, 2018

This is the best support app ever made to date!
They also have awesome real time support via a chat box to help with any issues or to just help you get going! you want be sorry!

P.S. I want to send a special thanks too Sonia over on the support team, she is amazing!

Vitalizehair Com
United States
Time spent using app: Over 3 years
July 25, 2018

Great product. Looking forward to their mobile app evolution!

United States
Time spent using app: 3 months
July 22, 2018

Great product, helped us get more organized and scale our business.

Pop Up Planter
United States
Time spent using app: About 1 month
July 2, 2018

Currently using Gorgias and really happy with it's integration into our current business! Super easy to use and the customer service team have been great when we have needed them. Would reccomend to others!

Thelittlehomie Au
Time spent using app: 6 months
June 29, 2018

We switched from Intercom to Gorgias due to the advanced macro and scripting capability offered. Unlike Intercom, Gorgias is clearly built for eccomerce/Shopify, and offers a much more reasonable price point for your average merchant. We quite like having a ton of customer information alongside tickets, and not leaving the conversation to access Shiphero/Shopify is a huge plus.

Gorgias is a relatively young platform, especially when compared to Intercom. This can be a good thing (small team, quick and continuous development etc) but it is also reflected in a more primitive UI/UX.

Intercom's back end was intuitive and functioned more like a chat client than a ticketing system. Our support staff loved this since it showed when customers were 'online' and allowed them to hop between tickets effortlessly. Intercom also had a very developed app, which complemented this concept wonderfully and allowed easy "off hours" support during sales events.

This is where Gorgias has room to improve. Simple quality of life and front end improvements like auto-saving draft replies from help desk members, live chat estimated wait times, and set live chat availability hours would all greatly increase the utility of the platform. The Gorgias team has said an app is scheduled for early July... I can't comment on that until I see it.

Regardless, I really hope Gorgias doesn't fall into the trap of trying to compete with the outdated and dying email/ticket paradigm. It reminds me a lot of the desktop first vs mobile first debate... in a couple years there will be no question that "Livechat First" will be the industry standard.

With this in mind I hope to see strong and continued development of the live chat platform. The team should look take a close look at intercom's core offering and replicate as much of the functionality as possible. This would put them far ahead of the zendesks of the world, and push them into a best in class service for Shopify with no out of the box parallel.

If this is not done, intercom will likely close the gap by updating their integration with Shopify; I know they are actively developing more eccomerce features with an eye to do just that.

United States
Time spent using app: 4 days