Gorgias: AI Helpdesk & Chat

Very disappointing experience with Gorgias. My access to the service was cancelled without explanation, yet my credit card continued to be charged for two months while I couldn’t use it.
Despite reaching out, I received no response or explanation for why my access was removed or why the charges continued.
In my experience, this is unprofessional and unacceptable. I’ve lost trust in Gorgias and would not recommend them.
Not to be trusted, when things goes south they don't care about your business. But happy to keep taking your money.
ZERO STAR

The gorgias AI agent is amazing and has really relieved pressure from our customer services department. Over time we have worked closely with our account managers Stefan & Alessandro to really tailor it to our business needs and ensure the tone of voice matches our brand.

I would highly recommend brands utilise this tool to help make efficiency gains - its much better than other tools on the market that we have previously used and is consistently receiving 5* CSAT scores.

Ali & Harbour Lifestyle
(Head of Ecommerce & Website)

UPDATE: Lowering our review from 3 stars to 2 stars due to terrible customer support. We’ve repeatedly followed their suggestions to resolve spam call billing issues, but nothing has worked. Instead of actually investigating the problem, they keep sending the same canned AI responses. It’s frustrating, lazy and has left us with an even worse impression of Gorgias than before. .... The biggest issues are the mobile app and Voice (Phone) feature. The mobile app can be glitchy, talk-to-text is unreliable, and Voice doesn’t work through the mobile app. Calls have to be forwarded to another number, so you basically need someone at a computer all day to get the full functionality.

Our biggest complaint is spam call billing. Gorgias can identify a call as spam, but it cannot automatically block it. If you ignore the spam call but it leaves a voicemail, you still get charged for a Voice ticket. Once you exceed your allowance, those tickets can get expensive.

We pay $1 per Voice ticket within our plan and $2.20 per ticket once we exceed the limit, including spam calls that Gorgias identifies as spam if they leave a voicemail... SO WE GET CHARGED $2.20 PRETTY MUCH EVERY TIME A SPAMMER CALLS US, AND GORGIAS REFUSES TO DO ANYTHING ABOUT IT.

With AI spam calls becoming more common, Gorgias really needs to fix this. Don’t identify a call as spam and then charge customers for it anyway.

The billing model also creates a strange incentive. Gorgias identifies a call as spam, but if spammer leaves a voicemail, Gorgias still gets paid for the ticket. At $2.20 per overage ticket it adds up quickly.

That said, we’re generally happy with Gorgias. It keeps most things organized from all of our marketplaces, and we can keep track of customer interactions fairly well.