Gorgias ‑ Helpdesk & Live Chat

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.

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.

Gorgias is our first ticketing system. We've used it for about a year and it's been a game-changer in managing customer issues. So much information at your fingertips, pulled in from Shopify. Recently I built a Help Center and Quick Replies; both excellent for efficiency. I had some final questions and the Gorgias Chat was not that helpful, nor did they answer timely. So I scheduled a Zoom session with a consultant - in 30 minutes Maria solved all my issues and my Help Center and automated replies were launched by end of day! I would give Maria 5 stars but overall this review is 4 given the delayed or opaque replies I have received from the Chat help, multiple times. That said I highly recommend Gorgias if you use Shopify. We have 9 people in our company-so you don't need to be big to benefit from this tool. I seriously cannot imagine running our business without Gorgias at this point. My husband and I are in a different place than our CS team. The ability to oversee customer issues, and manage escalations is amazing.

We made the move from Zendesk a week ago and can already tell we made the right decision! From the onboarding to our internal reporting, this has felt like a huge upgrade. Features we were told about during our sales calls actually work in the way we hoped and we know as we learn more about the functionality, the more we will be happy with our switch. One of our main reasons to move was the Instagram integration Gorgias offers, we are thrilled to truly have our team on one screen, instead of bouncing around a bunch of apps!

We downloaded and set everything up losing our whatsapp history in the process - the app is good but we would still need to go outside of the app to manage facebook group comments and others areas such as whatsapp ony being able to reply within 24 hours which doesnt work for us over the weekends - regrettably will need to find another solution