Gorgias , 690 reviews
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
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Merchants appreciate this app for its seamless Shopify integration and centralized customer communication. They value its intuitive interface, automation features, and real-time agent performance feedback. The billing structure, based on ticket count, is beneficial for businesses with many users. However, some merchants reported issues with the onboarding process, search functionality, and phone event triggers. Despite occasional delays, the customer support team is generally praised for their responsiveness and helpfulness.
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Our team loves Gorgias. It has completely changed and streamlined our customer service process, and their customer support team is great. Many of the tweaks and feature requests we've made in the last several weeks of using the app have already been made.
If I could give less than one star I definitely would. I have been with Gorgias a little over a year. While the service has somewhat helped streamline my customer service issues, the constant outages, being kicked off of the platform and inconsistent Social integration performance has lead me to drop Gorgias. But most of all is the absolute worse customer service I have ever received. I don't know if they are short staffed or what, but EVERY TIME I reach out to them through chat, I get very generic answers with links to their articles. No one ever actually looks into my account to address my specific problem. If they do, the end up telling me I need to speak to a developer or pass the buck to Shopify. In a nutshell, these people just want your money. They do not care about customer service at all. I wouldn't recommend this company to my worse enemy.
Gorgias is the perfect ticketing system for ecom (especially with Shopify users) I love a good tech stack that is all integrated. Great job guys. The FB community is just a great bonus too!
Ognjen Mitrovic has been so supportive to me as a new user on Gorgias. He has been patient with all of my questions and made me feel confident about using the software. I'm grateful to have his guidance!!
Gorgias has been such a great value add to our business. It's so easy to manage communication with our customers and respond back to them in an organized and timely manner.
Support team is great! They respond quickly and they explain the issues comprehensively. They try hard to make it as easy as possible.
Aasif and Richard really went the extra 10 miles when onboarding my company with Gorgias. Like, seriously they went above and beyond to make sure I was satisfied. They showed me things I never imagined possible, concepts I never understood were “a thing”. These guys are the best and Gorgias is going to make our customer service endeavours much easier and more efficient going forward. Don’t think about it, just sign up. Gorgias is the best and Aasif and Richard really know how to satisfy a client.
I do not recommend it. After uninstalling the app, the widget is still displayed on the store. We cannot reconnect to our account somehow, and this is the response we got from support. "would definitely recommend you book a quick call with us so we can go over your business needs and give you a walkthrough of the new revenue-generating features that we launch. Our team there will be able to help out on reconnecting to your old account and answer any questions that you have regarding our product! " After this message, they don't answer anymore. Very Frustrating and Unacceptable.
Hi there,
Thank you for sharing your feedback!
I can see several conversations have been open between your store and Gorgias, but unfortunately, I wasn't able to locate the ticket where you reported you were unable to remove your widget from your store.
To give you some context, since the chat is installed on your theme.liquid folder in Shopify, you can either remove the snippet in Shopify directly or simply turn the chat off from your Gorgias account once you cancel your subscription. Based on the response you received from our team, it looks like we offered a call to sort this out as soon as possible and I'm very sorry to hear you were not able to receive any follow-up responses as faster as we'd like. We take your customer experience very seriously and I'll be happy to further investigate this to ensure we make things right for you.
I see you've recently had new conversations with our team regarding our Starter plan, so I'll contact you directly on that email address to help get your chat and account working if needed.
Thank you for sharing your experience with us, and for allowing us to show you we always strive to provide exceptional support in anything we do.
Can't send SMS. It's been weeks and they still haven't fixed it. I rely on this heavily and no one knows when or if there will ever be a resolution. I'm losing clients because I can't operate fully.
Hey there team,
Hope you're doing well.
We're truly sorry to hear about the SMS issue, we completely understand it's an essential channel for your business!
However, as the issue isn't directly on Gorgias' end, please let me provide some more info on this one:
Our phone and SMS provider Twilio faced an outage for their SMS component that lasted for quite some time, but after the outage was resolved on their end, we noted that your issue was also related to their toll-free verification process that hadn't been completed.
We reached back out to you with the form needed to verify your toll-free number. I see you had submitted the form - thank you for that! - and one of our agents reached out to you to let you know we'll get back to you as soon as Twilio processes the request.
I assure you we're completely aware of how important this is to you and we're doing all we can on our end to mediate between our provider and our clients, but I'm afraid we can't impact how much time it takes for them to process any requests or resolve any outages, unfortunately.
Once again, we truly apologize for the bad experience you've had and we'll be reaching out to you once again once all this is resolved to make sure everything's working correctly and that you can use Gorgias to streamline your support as much as possible and grow your business.
Thank you once more for your patience with us on this one, I wish you all the best in the meantime.
Vladimir was helpful and patient, he tried to understand my needs and we ended up finding a solution to my issue.