Gorgias , 690 reviews

Overall rating
Counts per rating level
  • 85% of ratings are 5 stars
  • 5% of ratings are 4 stars
  • 1% of ratings are 3 stars
  • 1% of ratings are 2 stars
  • 8% of ratings are 1 stars
What merchants think

Feedback submitted

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.

July 7, 2023

It works fine! This is the third helpdesk app I worked with and I’m very pleased. It is deeply integrated with Shopify so you can do a lot from the help desk app, makes it great to work with. Also works fine with the Shopify contact form which was not the case with the earlier helpdesk apps. Great customer support.

Twinkles Dental Jewelry
5 months using the app
Gorgias Inc. replied July 7, 2023

Thank you, team! 🙏

That's exactly what we strive to achieve and we are glad to learn that our efforts are reflecting that. Our Support Team is available 24/7, and they're always ready and more than happy to help with any query you may have. We hope you continue to enjoy Gorgias for many more years to come. 💛

August 23, 2023

I love Gorgias and the way it makes CX seamless - I've tried multiple other helpdesks and Gorgias has been my absolute fav so far!

United States
Over 1 year using the app
Gorgias Inc. replied August 25, 2023

Wow, we're absolutely thrilled to hear that you love Gorgias and how it's rocking your customer experience! We totally get that there are many options out there, so it's awesome to be your top pick. Thank you for sharing! 🙌

If you ever want to chat or need anything at all, we're here and ready to help. Keep enjoying Gorgias and that smooth CX flow! 🚀🌟

April 24, 2023

Such a great team! Their support agents are quick and helpful, as well as our awesome CSM! I definitely appreciate the town hall meetings and how client-focused the whole team is at Gorgias. They're always eager to hear from their clients and always pushing to make the app better for us.

Clare V.
United States
Almost 2 years using the app
Gorgias Inc. replied April 27, 2023

Dear Clare, it’s super-duper amazing to hear that you love Gorgias! This is simply music to our ears. Please feel free to get in touch whenever you need any assistance. We'll always be at your disposal. 🤗

May 3, 2023

Service was quick and was able to get this issue solved promptly! It was nice that they provided photos, but I did notice that their settings looked different from ours, so that did make it a little confusing since we did not have the same options available. However, they were still able to get us to the right spot.

RipSkirt Hawaii
United States
4 months using the app
Gorgias Inc. replied May 8, 2023

Thanks a lot for taking the time to share your experience with us. 🙏 We're endlessly proud of all our teams. When it comes to the details you pointed out regarding the difference that you were able to notice, we'll surely pass it on to the team in charge as a valuable feedback. 🤗

September 20, 2023

We had high hopes for Gorgias. But key integrations they said they had simply did not work. We were told repeatedly the issues would be resolved, but after weeks we had to abandon. Further, the phone queue functionality is extremely limited. If phone service matters, do your diligence - this likely isn't the service for you. You can't prioritize agents, adjust queue roll times, offer call backs, etc. - pretty basic stuff for any operation, large or small. They have some nice features and this may work for small/niche applications, but it's just not ready for prime time if you truly are a multi-modal shop.

Finally, beware the trial - they charged us up front and offered credits in subsequent months. When the platform didn't work as promised, they refused to refund the up front cost despite the fact that we never used the credits. Not a huge deal -the real cost to my business was the time, effort and expense of employees to implement a service that didn't live up to the hype, but it's reflective of a poor approach to clients/accountability.

United States
6 months using the app
Gorgias Inc. replied September 22, 2023

Hello, Team.

We appreciate you taking the time to leave your detailed feedback. We're genuinely sorry to learn that this is your impression. We would never want to see any of our clients leave with a bitter taste in their mouths.

Your satisfaction is our top priority and this surely is not what we would like to hold ourselves to when it comes to the quality of our overall service. What you mentioned in the first part of your review is something that will be relayed to the dedicated teams as is definitely a learning opportunity for all of us.

Concerning the Billing aspect, we do, however, keep everything perfectly transparent, providing the full information at the very beginning of your service with us. This being said, we are always ready to discuss any point of the Terms and Conditions of our Service with complete honesty and in full detail.

We sincerely appreciate you taking the time to share your review, and we wish you all the best in your future endeavors. 🙏

November 11, 2023

they propose you trial for 7 days to check if it is a good fit for you. After 4 test tickets and just import mail box my account was disabled and i was required to pay for plan ... ? i try to contact with support team to get some information what happened as i just install app and didnt even test it. i got information that trial is limited and i have to buy subscription to use app. so my question is where are these information >? that i can use only 4 test ticket and than i have to pay for subscription. and how iu suposted to test app with 4 tickets ? also support..... nice guy who enter chat. 10 min waiting for respond. and after 3-4 messages he just gone without any messages.....
if this is how its work the best thing is not even start to avoid future issues

Solar chargex
United Kingdom
About 18 hours using the app
Gorgias Inc. replied November 14, 2023

Hi Solar! We sincerely apologize for the inconvenience you faced with our platform. and regret that our communication fell short of your expectations.
We strive to provide clear information about our trial terms, and it's evident that we missed the mark in your case. We appreciate your feedback and want to assure you that we're actively addressing this to ensure smoother and more responsive assistance. We've reached out to you over email to go over this in-depth and help you use your trial to the fullest. 🙏🏼

May 19, 2023

The helpdesk is very fast with replies, and always help with any problems I have. If the agent is not able to fix the issue, they pass it over to those who can and always help in a timely manner. Thank you!

Noughty UK
United Kingdom
About 1 year using the app
Gorgias Inc. replied May 24, 2023

Team, we're so pleased to hear that you have such a great opinion about our service and the Teams. We'll do our best to keep up that way. 🙏

June 19, 2023

Customer service through Gorgias is very responsive and they always have a solution. They also encourage feedback and I have seen the implementation of feedback given on multiple occasions.

Over 2 years using the app
Gorgias Inc. replied June 20, 2023

That's surely what we're all about - an amazing platform and the Greatest Support Team. Thanks for confirming that we've achieved that, we truly appreciate it. 🤗

May 24, 2023

I use Gorgias for my eCommerce Customer Support and love it. Very simple to use and saves me so much time having all of my customer information in one place. Backed by a very friendly and helpful support team. Highly recommend!

Bar Stool Home
9 months using the app
Gorgias Inc. replied May 25, 2023

We're very grateful for your lovely comments, Team. That's exactly what we're all about and it's a great pleasure hearing that we've managed to achieve it. 🙏

October 30, 2023

Loving Gorgias so far. The tips and tricks as well as their responsiveness is unmatched.

United States
10 months using the app
Gorgias Inc. replied November 1, 2023

Hi, Wondery!

Thank you for your kind words! 🙏

We're thrilled to hear that you're enjoying Gorgias and finding the tips and tricks valuable. Our Team is dedicated to providing the best possible service and being responsive to your needs, so we are glad to hear you are enjoying our service so far.

Should you ever require further assistance, we're here to help you make the most of Gorgias. 🙏