Gorgias: Helpdesk, Chat & FAQ

We used a different platform before, and switching to Gorgias was one of the best decisions we ever made. I would like to address a few positive topics:

Personalized onboarding: Several 1:1 sessions on migration + a super comprehensive help center.

Historical data (e.g., from Zendesk or other platforms): Can be easily imported - retroactively up to 2 years.

Intuitive interface: Easy to understand, very logical structure.

Automation: Flows, order management, AI assistant etc. We achieved a 30% automation rate after a short time and are really very satisfied with the work of the AI agent.

Price: Billing by ticket instead of user accounts – for us, this billing model is very fair and less expensive compared to other platforms.

Analyses that really help: Ticket tags, performance metrics, etc. are easy to set up – dashboards can be customized using drag & drop which helps a lot.

Deep integration with Shopify: Unfortunately, we have an ERP in between, but otherwise you can do a lot with this app and it saves an incredible amount of time because you no longer have to switch between systems, e.g., for refunds, customer data, etc.

We wouldn't be able to handle our incoming customer service messages efficiently without Gorgias. It's a no-brainer. Customer support is such an important part of our business. We're a small team and the AI Agent feature helps us tremendously. Definitely recommend if you're looking to step your game up on customer support.

We’ve been using Gorgias since 2017. It used to be an amazing tool -affordable, reliable, and backed by great people. Unfortunately, over the last couple of years, things changed.

Prices went up disproportionately, our dedicated CSM was suddenly removed without notice, and support quality dropped drastically. When we finally decided to migrate to Re:amaze (which offered better pricing for the exact same features), Gorgias was anything but helpful during the transition.

After eight years of loyalty, it’s disappointing to say this - but I can’t recommend Gorgias anymore.