Gorgias , 692 reviews

I have been using this app for just about a week now. It is quite well made. It allows you to enable a live chat on your site. You can manage all comments and messages from your social media platforms which allows you respond all from one place. You can also see the customers order when they write you an e-mail. And you can set up auto responses to common questions like "where is my order" All in all great app.

Great service and amazing customer service. I would highly recommend using this to help manage your relationships with your customers.

2 months into our use of Gorgias we have had nothing but a positive experience. The app and integrations are working as advertised and the customer support has been spectacular. It is great to constantly also see improvements and additions being made to the platform. We cannot wait for the year to come!

We've used Gorgias for just about 2 years now and if you love consistent down times with the inability to respond to your own customers than it is a great service. When Gorgias is experiencing issues, nothing on your front-end is changed. So customers can still send you messages and you can't respond to them. Gorgias doesn't even put a message out to customers that there is an issue with the live chat. Ironically, when you look for support from Gorgias on their "live chat", there is never anyone to be found. They've even swapped it over to some useless automated messaging that is the same level of useful as Amazon Seller Support. We've given Gorgias multiple chances because the platform itself has a lot of potential. But they don't seem to want to make the basic fixes that merchants want. If you're looking at Gorgias, here are some of the features that are missing. 1. You cannot put in vacation hours for the storefront, only by person only. So the live chat widget is active at all times, even if you are not. The only way around this is to modify your business hours every time there is a Holiday. Or, you deactivate the widget all together. The kicker? If a customer has your website cached, they will still see the Gorgias widget and be able to send you messages but on your end it will say "Gorgias has been deactivated, please reactivate to reply to this message". Very business friendly. 2. No variability between the Desktop and Mobile experience. Everyone knows mobile shopping is booming and the fact that this isn't even an option is simply outstanding in 2021. 3. Removing features from the plan you're paying for and putting it in a plan at 2.5x the price without telling you those changes are being made or any sort of grandfather period. Excellent way to keep your loyal customers on board. At this point, we're going to look at apps like RE:amaze and see what they have on offer as we've given Gorgias multiple chances. If this is how they treat a customer who has been with them for 2 years, I can't imagine the treatment new customers get. I decided to give Gorgias one more chance to see if they could deal with the most basic frustrations before posting this review and the below happened. I sent this review over to Gorgias through their live chat support at 10:37am on July 28th, 2021. At 1:22pm PST, I still had not received a response even though their support hours are listed from 9am - 7pm PST. Finally at 1:35pm PST, I received a response that they completely understood my frustrations and would pass it along to the management team who would arrange a call the next day. Aleksandra sent an e-mail at 8:08am PST on Thursday, July 29th to confirm that 2pm was a good time for her to chat today. I confirmed with her at 11:37am PST. It is now 2:06pm PST and I have yet to receive a confirmation from her or a phone call. Clearly Gorgias did not understand our frustrations and we are unfortunately forced to leave this review.

Awesome Shopify + Recharge Integration (way better than zendesk)
Amazing Team and Customer care

I think it's important to note that Gorgias is a young tool. Yes, there are a few teething issues and bugs, though nothing severe.

That said, I migrated from using Helpscout to Gorgias about one month ago and we simply love the new experience. It's more intutive, easier to manage and clearly better developed by a fantastic team. I would say it's made our customer service at least 25% more efficient than before.

What really excited me about Gorgias is how much better it's going to get as the team continue to increase the number of integrations and functionality. Bring on Instagram comments and DMs :-P

An excellent option for Shopify+Whatsapp integration. So far so good. The best option after trying other competitors.

Pros:
1. Very good concept, I consider it the best among the customer communication apps. It's convenient to manage all communications and manage orders from the same interface.
2. The interface is clean, easy to navigate and find useful information.
3. Reasonably priced, has a very good beginner's deal.
4. Support is excellent, had a pleasant conversation, and they do listen to customers.

Cons:
The reason I did not give 5 star is this app seems unfinished, still need a lot of improvement to deliver what it promised:
1. If your domain e-mail is not g-suite, you may have e-mail delivery issue for outgoing e-mails; I know there are ways to work around this, but it's complicated and not documented by Gorgias.
2. Does not work nicely with contact forms, not able to hide contact form system information from customers .
3. Does not yet have a desktop app to work efficiently for LiveChat support.

Overall, keep an eye on it, once this app gets mature, it will worth the money.

Im not sure where to start, Gorgias has been responsive since the moment I got in contact with them. Ive been involved with 3 people from Gorgias and they all seem to have high level acumen for the software. We made the change from a software we used for 4 years. Gorgias made it easy to integrate and be more organized with our customer service approach. Its also made it easy to manage my staff. When COVID-19 struck we just launched with the platform. Instead of charging us and making their money they made sure we were taken care of and gave us a special deal fro a few months. It's these types of experiences you can only hope for from a software/tech company.

Fantastic! Perfect for maximising your CRM into one APP. Excellent customer service.