Gorgias

Terrible!! I thougth is will be a solution for my business and now it becomes hell. I changed my local phone number for Gorgias phone number and the service does not work at all. Calls appear randomly on different team member's screens, they don't ring sometimes, team members cannot recieve the calls despite they are connected on line...massive Dissaster on Christmas season!!!!!!!! lots of sales lost. The worst of it is the response from Gorgias. I understand problems can happen but I contacted the person who sold me product no answer, I contacted my account mananger no solution, I contacted the technical team...only apologies and no answer to my questions about company address for all my time and sales lost and it is like they ignore the questions....DO NOT BUY FROM THEM!!!!!!!!!!!!!!!!!!!!!! I am still having problems with my phone line...

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.

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.

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.

Gorgias continued to bill AFTER we uninstalled the app from our Shopify Store. We also had consistent issues with Gorgias having significant down-time and the app logging out of our laptops and phones without notice.

Unless you were on their most expensive plan, support was poor — ZERO live onboarding. We LOL'd at their reply to this review because their claim that they somehow help everyone equally was absolutely NOT our experience. It's self-serve unless you're at the very highest levels. One thing that particularly irked us was - after watching the how-to video, Gorgias expects you to grant them full access to all your brand's customer communication channels (email, all the social media channles, website etc). You never get to talk to a live person. We simply didn't trust or have faith in Gorgias to hand that access over.

Luckily - many Gorgias features now come standard with Shopify since the latest Shopify update.

Too expensive. Tried it after Zendesk. PS A lot of fake positive reviews here.
Our company compared two apps between Gorgias and Reamaze. With this app you have to add high cost per ticket and include it's price for each order which male ROAS lower.
Both simple, but.

Looks like it's only for small shops and lazy entrepreneurs.

Do you need It when each facebook comment marked as ticket and closing your 750$ plan as quickly as comments under the popular meme.
Not even close to Enterprise level, for sure not for e-commerce if you want to cut the spends and make higher net margin. !!!!!
So, choose the systems and plugins, which not using pay-per-ticket plans. Reamaze or Zendesk.
Best of luck! These guys just make too high money on simple operations.
Have to be much less expensive.

Gorgias was good, albeit limited at first however they have now released an update to the android app which causes it to no longer work. This renders the Gorgias platform useless.
I'd strongly recommend looking for another customer service ticketing option as when raising any faults with Gorgias they are simply ignored.

not working even to setup the account, support low level seems they don't care to get new customers

Can't remove this app from our site completely. The chat window keeps popping up, unable to find a solution on their site.

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.