Gorgias: AI, Helpdesk & Chat

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've been using Gorgias Automate since its inception, while in beta, and it's been almost 3 years now. We have grown together and are handling an average of about 50%+ tickets! The CSTAT is usually good and resolves issues well.

Currently at 5/5 Agent resolution. What AI Agent did:
+Instructed the customer on where to find their loyalty points balance.
+Provided detailed steps on redeeming points and applying rewards at checkout.
+Assured the customer that points do not expire with account activity.

Of course, it doesn't always get everything right, but we have added much guidance on when and where to hand off to human agents. Overall, we are very pleased with it and would highly recommend it.

Gorgias has helped us automate our customer support, to the point where Q4 customer support requires very little hands-on time for our team. We have been supported by Gorgias every step of the way, and it can do everything we have asked of it. When the AI makes mistakes, their team works through the issues with us, and we always get the problem sorted!