Gorgias: Helpdesk, Chat & FAQ

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.

We’ve been using the Gorgias AI pretty much since launch, and it completely transformed how we handle customer support. What used to take hours each day is now done in less than 30 minutes — and that’s mostly just me checking how good the AI handled everything.

What really impressed me is how human and caring the replies are. It’s not just fast, short answers — the AI actually sounds thoughtful, empathetic, and appreciative, even when dealing with the more “demanding” customers. Honestly, it sometimes does a better job than humans at staying patient and on-brand.

Only a handful of customers ever noticed that it’s AI, which says a lot. We’ve even integrated it with Loop for subscriptions, so it can cancel, modify, or manage requests automatically — no manual work needed.

Overall, the Gorgias AI is the best example I’ve seen of real, practical AI in ecommerce. It saves us time every single day and delivers better customer experiences at the same time.

I've been using Gorgias for the past 4 years, and we've been very satisfied with the granularity of support, feature rollout, community engagement, and overall user experience.

The automation tools have been exciting to learn, test, and refine. I understand and appreciate Gorgias as an organization that values continuous improvement. Over the years, I've seen each channel become a little easier to use, and I feel assured that they'll continue to improve the user experience based on our feedback.

A tool is only as good as its user, and Gorgias is making it easy for us to learn, refine, and thrive! Our customers are stoked, and so are we.