Gorgias ‑ Helpdesk & Live Chat , 593 reviews
Our small (5 employees) company switched from Hubspot to Gorgias about two months ago and we're very satisfied. Our customer service rep is absolutely thrilled with how easy to use and intuitive Gorgias is. The integration with Shopify was seamless and far more helpful than what we received from Hubspot. I especially love having the customers' entire purchase/contact history right next to their message - it makes it far easier to prioritize VIP customers!! We had one issue last month and unfortunately had to wait over an hour for assistance (hence the four stars), but I was assured it was due to a high number of tickets that day.
On behalf of everyone at Gorgias, we'd like to thank you for taking the time to review the service you're receiving and for choosing us in the first place. We truly cherish it. We'll do our best to keep up that way and strive to become even better (and quicker) so that we can get that 5th ⭐️ from you and your team.
All week I trialed different support apps in the order below
1: freshdesk, you get a lot of stuff for your money but none of it works. They're a lot of bugs and support is terrible.
2: Zendesk, Really expensive, terrible customer support especially tech team (literally the worst customer support I've ever experienced). I actually didn't manage to even set up the app in order to use it. overly complicated. terrible worst of the 3 by a long way.
3: Gorgias, Easy to set up. simple interface and just seems to work. I would give it 5 stars but the pricing for me as a small business is off putting. 60 dollars a month and still a ticket limit is why I didn't go for Gorgias from the start. things it doesn't have I wish it did. an option for live chat user to switch to their preferred messenger app...Facebook / Instagram etc and the chatbot options are a little thin from what I can see. but all being said. Don't waste your time on the others you'll end up pulling your hair out. Gorgias is easily the best if your new to customer service apps and want something very well integrated with Shopify. oh yeah. and currently I'm on the starter tier while I figure out what I might need. A lack of support on this tier is also another reason i didn't initially go for it.
Gorgias added phone and IVR to their CS offering. In trying to switch from Grasshopper to Gorgias for our IVR phone service (as it was included with our PRO offering) it took a few inquires to get the answers to questions I was seeking, BUT after a few back and forths, I was able to get detailed answers to the questions I was seeking. Overall, as long as you're patient and willing to persist/ pry a little, it seems you can get the answers and a little more help outside of links to articles you've likely already read.
Had an issue with email and Emilija was great with assisting me. She emailed me daily to give me an update and didn't stop until it was corrected.
There's been a few issues previously, but all seems to be working fine at the moment, and it's running smoothly.
The Customer Support at Gorgias is readily available and very helpful. There are sometimes lags in the responses (hence 4, not 5 stars) but the replies are spot on, leading me generally is the right direction. The app works very well. It took me a bit to get the hang of it but now it's invaluable. Thanks!
Gorgias is not perfect, but it is very good. Their connection with Shopify itself is stellar, and that enables some great QoL features in the app and access to some unique metrics. It's occasionally slow and clunky, and there are limitations (especially with regards to live chat) in customizability. This is often frustrating, but the core product is so good that I'm willing to cut my losses on some of these auxiliary features. I would definitely recommend Gorgias, but just know it isn't perfect.
I have just started using this app, simple to set up once you understand how things work and the customer support is incredible! Milan has been very helpful, any questions that I have had have been answered quickly and any issues have been resolved efficiently.
Great support! Milan helped me install the new chat wizzard in lightning speed!
Would get 5 stars if you could organize emails better (folders) and had a search option on the mobile app.
So far so good, we are fledgling users of the system with our new Shopify store. Support helpdesk is always on the case - great service. However some of zee translations in zee system are a leetle bit French.