Gorgias ‑ Helpdesk & Live Chat

Gorgias ‑ Helpdesk & Live Chat

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Rating (4.4)
Reviews
Developer
Gorgias
541 reviews
31 reviews
Overall rating
4.4
Counts per rating level
  • 89% 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
31 reviews
November 21, 2022

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.

MyCubeSafe
United States
Time spent using app: 9 months
Gorgias replied November 22, 2022

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.

October 3, 2022

One of the worst apps to use for customer service. 1. They updated how they pull in comments for Instagram ads without notifying us and started charging based on # of ads which is ridiculous 2. Their support "live" team is horrible - take 10-20 minutes to reply to each message. Will send one half-assed response, I'll reply to the chat right away, will not reply again for another 10-20 minutes. How is this "Live" support? How can a customer support platform have horrible customer support? STAY AWAY FROM THESE CROOKS

Uproot Clean
United States
Time spent using app: Over 1 year
Gorgias replied October 16, 2022

Hello there,

Hope your weekend is going well.

I'm truly sorry to hear you've had such a bad experience with us! It was definitely never our intention to take a long time to get back to you - we've just been dealing with a huge ticket surge and we've had agents out due to sickness and vacation time, so our limited coverage impacted our reply time.

We apologize for this and I'd like to reassure you we're working on better coverage consistently.

As for Instagram ads, we don't charge per ad - you can see our Pricing models here https://www.gorgias.com/pricing - we charge per ticket, not per integration or per integration feature, so I'd love to get to the bottom of what might've happened here.

Could you please reach out to us at support@gorgias.com regarding this?

Of course, we're always happy to hear feedback from our clients, so thank you for leaving a review - I hope we have a chance to change your mind and provide better service on our end.

I wish you all the best in the meantime!

September 22, 2022

Sent us an email to say they are TRIPLING the price we pay. Disgusting how they treat customers! Don't do it. They are too big to support startups now. This is an enterprise app these days.

Royal Essence (Australia & New Zealand)
Australia
Time spent using app: Over 4 years
Gorgias replied October 3, 2022

Hello Team.

We appreciate the time you've taken to review our service, and we’re truly sad to hear that you've got such an impression about us.

We can assure you that we do care about all our customers, always striving to make our pricing plans comparable, and affordable so you can get what you opted for.

As explained by one of our team members, the price increase stems from changes applied to operating costs in this macroeconomic environment, also taking into consideration the financial aspect during the process of improving the existing and implementing new features, which will take your Gorgias experience to an even higher level.

Once again, we're sincerely grateful for your feedback, and we truly appreciate your understanding on this one.

September 14, 2022

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.

Stickyrama
United States
Time spent using app: 10 months
Gorgias replied September 21, 2022

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.

September 12, 2022

Horrible customer support. This is very strange because this is a customer support app, but it looks like they have to work more on improving their support!

Jeans4you.shop
United States
Time spent using app: 1 day
Gorgias replied September 12, 2022

Hey there team,

Thank you for the feedback!

I checked your records with us and see that you mentioned that you submitted some questions that never received a reply, but I wasn't able to find any question that was left unanswered, I apologize.

If you find any we missed, please let our agents know - I see you're chatting with us currently, so the agent handling your ticket can re-send any messages you might have missed and reply to any questions we might have overlooked from our side.

Thank you so much for your patience with us, have a wonderful rest of your day!