Reviews (705)
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.
Feedback submitted
Merchants highly recommend this app for its seamless Shopify integration and efficient customer inquiry management, particularly praising its robust features like intuitive automation, macros, and a centralized communication system. The app is user-friendly with a straightforward setup and is responsive to feedback through regular updates. Support is frequently highlighted as professional and responsive, significantly enhancing customer service capabilities and operational efficiency.
Refine
-
By rating
I have just started using this app. The chat responses are quick and extremely helpful. Looking forward to exploring all the features.
We don't recommend this company to anyone.
(1) Their customer service has consistently taken 24-48 hours to get back to our query, while they preach and teach their customers to reply within few mins and hours.
(2) Their profit margin are their priority. All of a sudden I just got an email saying now they will charge nearly $2-3 per sms/voice calls, which was free till now.
(3) Who charges per ticket!!! Why? Exactly explain why? We started using Gorgias as had seen mostly all shopify stores use it.
(4) Recently, in a short frame of time, they developed a lot and lot of integration with other apps, which is great but it makes me wonder if other apps are getting paid by Gorgias through back channels, as these integrations increase the number of tickets created in Gorgias and Gorgias charges per ticket - seems very dodgy.
Hello, Dear Team.
We sincerely appreciate you taking the time to leave your review, and we are genuinely sorry to learn that you have got this impression. Your satisfaction is our number one priority, and this surely is not what we would like to hold ourselves to when it comes to the quality of our overall service.
In regard to the response time, we always strive to resolve any issues as soon as they are raised. Nevertheless, due to a number of reasons, whether related to ourselves or the third parties we need to cooperate with at that point, an immediate resolution sometimes may not be possible. You are always welcome to inquire about the reason, and we will always be transparent about it.
Our Pricing Scheme, also applicable to other companies working in this or any other fields, is not permanent, and is prone to modifications over time, due to market orientation and newly imposed requirements. We do, however, keep everything perfectly transparent, and we will always be more than happy to discuss any point of our Terms of Service, with complete honesty, and in full detail.
Due to a higher demand for various types of integrations suggested and requested over time via our Product Roadmap, our Development Team has been tirelessly working on bringing them to life, so that our clients can use them and handle their daily workload in the most efficient way. As for the relationship we have with any of our Partner Companies, including our Integrations Partners, please rest assured that there is nothing that should be considered untrustworthy.
This review will not go unnoticed, and we will forward it to the relevant Team. Any kind of feedback, even if it brings us just one star, immensely helps us in becoming better. Once again, we want to thank you for reaching out to us and sharing your experience.
In response to Gorgias' response- DO NOT USE THIS APP IN THE NEAR FUTURE. Since my original review we now have had several people reply to our emails and customer support requests, but all they've done so far is confirm that the system isn't working in the ways we're saying that it's not working. The phone system kicks agents off calls when new calls come in, the email import timed out after days of trying to import emails, then wiped our account clean when the import failed, when emails are uploaded we're getting duplicate emails in multiple boxes so agents are doing double work and stepping on each other's toes, our user accounts were all deleted over the weekend and nobody knows why, you can't leave an after hours message, etc... like I said before it's a great idea but a HORRIBLE execution. At this point we're trying to get our money back for the time we paid for the service that's worse than unusable- it's making our agent's jobs harder and wasting our tech team's time. Hopefully with the $30MM they just raised they can actually build the service that they're selling. And Connor used a free gift for listening to the pitch offer to get my attention then never sent the gift and hasn't replied to any of my emails after the account sign up was completed. He got his sale and was done with us. ******* Original Review: It's a great idea and they sell it well but it doesn't work and nobody calls you back. Starting with the salesperson, Connor who makes promises that the company doesn't keep, to the implementation team that disappears before the integrations are working, to the system itself that isn't ready for use (no hold function on the phones and when a call comes in and an agent is on the phone it kicks the agent off the current call and gives them the new call) gorgias is a huge disappointment. I never write bad reviews, btw but all of our emails to anyone in the company are go unanswered and the executive team isn't reachable on linkedin or any other way. Hopefully this review will get someone's attention at gorgias and they can fix this situation.
Hello team,
Thank you so much for leaving a review, but I'm so sorry to hear you've had such a bad experience with Gorgias!
Regarding the phone issue, we sent you a reply on Saturday, please take a look and we'll be more than happy to continue troubleshooting this for you as it's definitely not expected behaviour. And not to worry - our tech teams will be involved right away if the issue isn't easy to solve on the agents' side.
As for promises Connor made that we didn't keep, could you please share some more about what was promised and wasn't delivered? I'll be more than happy to loop Connor in as well and we can all jump on a call, if needed. Just let us know!
To address the putting agents on hold feature, it's currently on our Roadmap here https://portal.productboard.com/gorgias/1-gorgias-product-roadmap/c/221-put-customer-on-hold-during-call, set to be released in late 2023. You can vote for the idea right there - the more votes, the higher the priority.
And finally, to address the unanswered emails, while we did have a huge surge of tickets and some agents out of office which resulted in a backlog - for which we truly apologize - we managed to reply to everyone during the weekend, so please take a look at our latest reply and we can continue our troubleshooting. We want Gorgias to be the perfect solution for your business and we'd be more than happy to help!
Thank you once again for your patience and your review - every piece of feedback helps us learn and get better.
All the best in the meantime!
We used this app for a number of months but decided to migrate away. Gorgias is well established however we felt that it was trying to do too much and the customer got lost in persistent automation. The support team were excellent at the onset but that ebbed away over time and I didn't feel it was appropriate to continue with this solution. A nice product but not compelling enough to keep as our first choice app.l
Our staff was frustrated with having to help customers in multiple platforms and various other channels. It was easy to integrate with Shopify and add the other channels. When we had questions, customer support was almost immediate and very helpful. You cannot go wrong using this app... we highly recommend. Well worth the money.
We are really happy with Gorgias as it solves a major problem for us. We have 2 shopping carts in Shopify and setting up two more. We have email, live chat, Facebook and our recurring order app. You can just imagine how chaotic is was for our 2 customer service team members to open multiple stores and carts to help customers. While one was working on emails and the other taking calls they were working on the same customer half of the time. We were planning on hiring another person. With Gorgias we work more efficiently, saving time and money. Gorgias is easy to install and simple to use. Thank you for reducing the challenges we were having with such a simple solution. We love your customer support as well. https://www.Invigor8Diet.com
Best all in one support platform on Shopify.
Easy to set up and use, great customer service. The app is very developer friendly.
It's a must have.
Incredibly easy setup. Very intuitive to setup and use. Integration with Shopify is seamless and makes responding to tickets efficient and easy!
I regret ever migrating from Re:Amaze. I cant comment on the software iteself because I cant get past the horrific customer support. Getting any help from Gorgias is like pulling teeth. They have zero regard for their customers time. STAY AWAY FROM GORGIAS IF YOU ARE GOING TO NEED ANY SUPPORT. And their support documentation is junk.
Gorgias' team provides great support. They answer the questions on chat within minutes and if that is not enough they jump on Google calls to help. Zoran was of great help on the call.