Reviews (617)
A few days in and I already regret the switch.
The Shopify integration is marketed as seamless, but in practice you get basic customer data and past orders - that is all. Live cart visibility was removed in November last year, and their own support did not know this when I asked.
We sell high-end products. Customers regularly ask us to check what is in their cart - whether the parts are compatible, whether anything is missing. Seeing the cart directly from the ticket was the single reason we chose Gorgias. It no longer exists, and nothing in the marketing says so.
Meanwhile the entire focus seems to be on AI. At 1.50 USD per AI conversation I cannot justify switching it on - if customers actually use it, that is a four-figure bill at the end of the month.
If your support depends on seeing what the customer is actually buying, look elsewhere. And if predictable costs matter to you, read the AI pricing very carefully before you commit.
Thank you for taking the time to share your feedback.
We appreciate you bringing these concerns to our attention. You’re correct that the live Shopify cart view is no longer available in the agent sidebar. This change was made to improve the overall performance and reliability of the platform, but we understand that for merchants whose workflows relied on this functionality, it can have a significant impact.
We also appreciate you highlighting your concerns regarding our communication around this change, as well as your experience with AI pricing and Support. Feedback like yours is taken seriously and shared with the appropriate internal teams to help improve both our product and the experience we provide.
A member of our management team will be reaching out to you privately to better understand your use case and discuss your experience in more detail.
