Gorgias

Love gorgias, makes customer service seamless and easy!

Joaquin was very helpful with providing instructions for the domain verification, as we were experiencing issues with this. Cannot thank Joaquin enough for being so helpful!

We are updating our review as a warning to those considering Gorgias. After we left their platform, we endeavored to remove what is ours off of their platform per Privacy Concerns. Gorgias, once again, rather than addressing our concerns and working with us to resolve this very serious matter, is, in response, sending us form letters and sending us in circles (We have had other privacy concerns with them. See remainder of our review below). Buyer beware. Read their TOS to compare and to make decisions before signing onto their platform.

We were with Gorgias for around 4 years. They were good in the beginning--had good support and the platform worked as it should. But, in this past year two we grew very disgruntled with them and could not wait for our term agreement to end with them. Reasons: they are very over-priced, their support is spotty (they have cut way back on support in the past couple of years) and they send you in circles, often not resolving the issue. We paid for their phone add-on and it never worked, despite many support tickets. The phone didn't ring to us, it glitched a lot, it was terrible. The platform itself is "noisy." And, one thing users should be very aware of: IF you forward an email from Gorgias to another person and then email the original sender your forwarded email will go to the original person! This is a nightmare for customer service. They did not listen to my complaint about this and sent me in endless circles, which is what they do. They tried to tell me Google does this, but it does not. Their fix? You have to manually erase the messages that fall below the one you are sending, which includes any forwarded messages. As a busy brand, I can tell you, remembering to comb my emails to make sure I haven't forwarded anything when answering back does not happen. What happens? Customers can see what you wrote in forwarded emails and it might not be something you want them to be privy to. We are so very glad to be done with Gorgias. We have moved away from Gorgias, and on to a better platform, that offers excellent customer service without any of these issues and is a lot less pricey.

Avoid! Ongoing outages and if you use their API you lose all record of any email responses sent. Gorgias has advised that there is no way to recover these emails except for manually forwarding emails to yourself. Resending every email ever sent via gorgias individually to your own email so that you have a record in gsuite is not realistic. They of course recommend their API due to google deliverability issues which of course they can't substantiate.

The service lacks a proper spam filter. I can’t block email addresses or mark emails as spam. Additionally, I’ve been getting charged twice for months, paying €160 monthly instead of the expected amount. Unfortunately, I can’t recommend it.

Great onboarding and customer support. Very useful to organise and automate customer support tickets. 'Convert' is going to be very interesting too for boosting CVR and AOV.