Gorgias Software Reviews & Ratings | 2023 (2023)

Reviewed June 2022

I absolutely LOVE Gorgias - it is the BEST HelpDesk Software.

I really enjoy Gorgias, so much so that I recommend it to any company that I consult with for Customer Success over the last 2 years. I've been in the CS industry for 17+ years, and this is the best. I've used Zendesk, Freshdesk, Kustomer, and Hubspot but Gorgias wins! It is user-friendly, easy to set up and deploy, AND has incredible sentient AI, and I love the social integrations. It's a fantastic omnichannel support system. Highly recommend! Also, the support staff is epic!

PROS

I was an avid Kustomer user for years, and Gorgias lured me in with all of their incredible, easy-to-use features. I love the social integrations, especially the social lead segments, AND I love that they have integrated phone calls now!

CONS

I can't think of anything, honestly. I've been in Customer Success for 17 years, and this is the best.

Reviewed March 2021

Very helpful for staying organized and consistent

Before we migrated to this platform, it would take almost 72 hours to respond to customer queries, but with this software, we cut that time down to just around 30 minutes on average within a few days after migration.

PROS

The company's engagement with it's users. There's also a lot of helpful features that will optimize the customer service provided to our clients

CONS

There's a lot of updates and it tends to interrupt the workflow sometimes. On boarding was slower than what we had been told also.

Reviewed March 2021

Gorgias Is Good But Having Severe Issues With Growth

It was good in the beginning but the many problems the young platform has have become blaringly obvious as time has gone on.

PROS

Gorgias has a lot of integrated features that are great for our business such as Shopify integration and a great CSAT system that is easy to use and understand.

CONS

Customer service is, unfortunately, not very good. I have been trying to get a resolution for a request to close out a number of tickets that fit into a certain parameter but nothin has been fixed for over 3 weeks. Every time I reach out, I am thrown to someone else who says they cannot help and now I do not get any responses. Their engineering team is having issues keeping up with the many bugs the system has. Also, updates will occur and shut your entire team down without notice. When I reached out about this, they claimed there was no way to give us forewarning the day of regarding possible updates that would impact our customer service productivity.

Reviewed November 2022

Easiest CS software

PROS

Gorgias was the first CS platform I used as a ticket agent (that mostly did emails)- the interface is super user friendly and easy to navigate. It also made bringing new people onto the platform quick

CONS

There were still some features missing from Gorgias that are available in other bigger programs but overall no real complaints. Customer Support from Gorgias was always super helpful and available to chat

Reviewed June 2020

Very nice user friendly helpdesk package but limited marketplace integrations beyond shopify

User love it and very few headaches. Some integrations need better docs on how to use advanced functionality.

PROS

Really nice interface, users love it. Very easy to configure. Powerful rules and macro engine, Seamless shopify integration. Support is proactive and good. Developer friendly with good API

CONS

If you want to integrate ebay or amazon, you need a third party add on which is itself limited. Prepare for additional costs. Rules and Macro engine has some limitations when looking to fully automate processes. It could be easier to test rule logic before deploying.

Reviewed March 2021

We love Gorgias

We use Gorgias for all of our customer service and it's been great for ticket management. Saved a lot of time, easy to tag colleagues to a ticket and assign to different reps.

PROS

Very simple workflow, great integration with our front end Shopify store. Easy to navigate to customers orders and view total customer spend. Pricing structure makes a ton of sense and is by ticket, not by seat, which for a small company where we all need transparency into what's going on in the service side of things is great.

CONS

Wish it had a bit more functionality and ability to customize some things, but not a deal breaker by any means.

Reviewed March 2021

Essential for stores on shopify

PROS

Saves us a lot of time by having customer ticket information readily available in the sidebar and the ability to add order information into tickets. Being able to search macros and snooze tickets is great and makes sure everyone is helped quickly and no ticket is left untouched.

CONS

Just anxiously awaiting gorgias' native phone system! Currently using aircall we just don't like having to go back and forth between apps.

Reviewed March 2021

Excellent UI/UX platform

It made our customer support efficient and fast.

PROS

I like that is very easy to learn and navigate compared to different platforms that are very confusing. Even a newbie support agent can learn to use this platform without crucial training.

CONS

Probably the features where we cannot manage the instagram messages and the “knowledge base” feature where we can setup for our customers.

Reviewed January 2022

A must have for any eCommerce business

Overall, there is no other customer service platform I would use or reccomend more.

PROS

I love the ability to write canned responses that contain dynamic variables that pertain to each customer. This helps save a ton of time when responding to customers with the info they need.

CONS

A while back the sales data was removed and this feature was gated behind the next more expensive pricing plan. Since then, Gorgias has introduced this feature again to the lower pricing tier however.

Reviewed March 2021

Great and new improving constantly program

I am highly impressed with this software and the great integration with Shopify.

PROS

This software is always improving and includes great IT Support and videos/webinars to better understand. I highly recommend with previous software experience this is a game changer.

CONS

Can feel overwhelming if you are just learning the software when coming from other programs.

Reviewed March 2021

Finally a company that values their customer

Gorgias has been great for our needs, and their customer support is one of the best we have across all of the systems we use. I appreciate the direction their development team is headed and look forward to the improvements that are to come.

PROS

Our team has found that this product simplifies the processes we were previously working through. It integrates into the majority of our systems and has improved the customer experience as well as providing enhanced analytics to measure customer satisfaction. I truly appreciate their monthly webinars focused on updates to their system so that our team is able to successfully implement or prepare for these updates. They seem to value customer feedback in improving their product, and they have great communication and customer support.

CONS

There are features I would like to see improved or created. The reality is that some of the integrations that have been missing for our company are launching as they have mentioned these updates in the past two Update Webinars. I really have no other complaints. It has been a great system for us so far.

Reviewed March 2021

From an Admins Perspective

Initial setup calls where a bit tedious because technical information was a bit lacking and Gorgias customer support isn't just a phone call away.

PROS

I would have to say cost. While the customer service team enjoys this product and its integrations with our e-commerce platform - cost compared to competition is by far the most important aspect.

CONS

I do not use the product daily or in the same way our customer service team does... That being said the interface and menu system is cluttery. Also, I would have liked to see built in spam controls that rely on something besides a direct gmail integration. The term 'gmail integration' is simply a way to use gmail as the email service provider and not Gorgias itself. Only then can you have trainable spam controls and one location for your spam. It simply duplicates whats already being marked as spam by google. Other platforms have spam controls independent from google.

Reviewed March 2021

Gorgias is a Game Changer!

PROS

Setting up Gorgias was very easy and has completely changed the way we communicate internally, as well as with our customers. I love that we can see all customer and internal communications in a single ticket, so we don't send multiple responses to the same customer if they reach out to us multiple times and we always know where we are at in handling any issues that come our way.

CONS

The only main issue we've had is when recently we ran a segment with The View, where they forwarded customer questions to us with a single email. Since the same email was used, all communications came in on a single thread and it was hard to tell who had been helped and who hadn't. However, I love that Gorgias links tickets together based on the same email so I'm not sure if there is really a resolution there!

Reviewed March 2021

gorgias review

PROS

integration was relatively easy. very useful being able to allocate tickets to different team members the link with our shopify account is very useful as we have all the customer info to hand.

CONS

Sometimes the email chains cannot be minimized, so you have to scroll up to view customer email, and all the way down to write the reply. would be useful to have better ways to search old tickets as they can be hard to find when i want to look back at them for reference. if there was a function where we could pin some tickets, to use as 'example replies' for training purposes. This would be of benefit.

Reviewed March 2021

Great CX platform

Very positive

PROS

The functionality and ease of use is great for a small and nimble team. It just plain works

CONS

Oftentimes we can't see the volume of tickets, which is frustrating

Reviewed March 2021

My take on Gorgias

It has been good. They're constantly evolving and updating / adding new features.

PROS

It's quick, easy and effective. We wanted a cleaner / efficient way to manage customer interactions and this helps us do so. It's integration with Shopify and other apps is very helpful in streamlining processes and customer communication.

CONS

I think my biggest con is the statistics currently include time outside of our normal business hours. It's hard to gauge customer service response time accurately this way. It gives us a good perspective on the customer end response time; however, not when we're trying to review our service on a team level. Also, by using an "auto responder" for our email - basically every ticket is considered billable (even junk mail) - I don't like that.

Reviewed June 2022

Excellent platform

PROS

Very easy to use and easy to integrate software and direct and powerful chat

CONS

I don't have anything negative to say about Gorgias at the moment, I am delighted with the services he offers.

Reviewed June 2018

Excellent! Has saved me WEEKS of time.

This product saves me so much time I couldn't imagine doing my job without it.

PROS

I love this software. Absolutely one of my favorites out. Because of the nature of my job, I send a lot of emails responses to similar questions, this software allows me to save a response that I felt was good and use it whenever the same question comes up. All I have to do it type the keyword and press tab and its there. Brilliant idea.

CONS

I am very hard pressed to find any cons with this system. It's simple, easy to use, and saves me tons of time. The only issue I have come across is the hot keys not copying correctly into calendar invites but that is only in rare instances.

Reviewed March 2021

Great product - makes customer interaction easier

PROS

Allows our team to quickly respond to customer queries and to be able to tag them for future follow up when needed. Overall, a great system for keeping everything in check.

CONS

There is too big a jump in Monthly tickets between the Basic Plan and the Pro Plan. We would like access to just one of the features available in the Pro plan, but we can't justify the cost or ticket count to change plans just to get this feature. Would be great if these could be offered as "add-ons" at individual prices so that you can customise your plan.

Reviewed December 2022

One of the best Shopify app for unifying all support conversations

The overall experience was excellent, and will definitely recommend this for your Shopify stores

PROS

I liked their UI the best and being a Freshchat user, I was able to quickly grasp their tool and use it effectively for my Shopify store. They provide a unified dashboard that provides me with a birds-eye view of all support conversations like email, chat, voice, SMS, social media, etc. I was able to easily view and edit my Shopify orders, and they provide full context of customer issues so that I can instantly reply to their queries.

CONS

I did not identify any cons. Their setup was quick, and their in-app tour helped me get acquainted with all their features quickly.

Reviewed December 2017

We use Gorgias to produce easy email templates

Efficiency

PROS

Gorgias has cut time and made it easier with their email templates. It allows us to be extremely efficient.

CONS

There is not much I like least, it is user friendly an easy to use. Sometimes the icon does not appear in the body of the email.

Reviewed February 2022

It's worked great for our brand!!

Overall Gorgias has worked great for us and we'll continue to use it as long as there are no major issues with integrations or the platform.

PROS

We love gorgias because it allows us to respond to our customers and keep track of the conversations across multiple platforms.

CONS

We did experience a few issues with the Microsoft and outlook integration which took a long time to fix and was quite frustrating.

Reviewed March 2021

Way better than Zendesk

PROS

Integrations with all our other platforms / software!

CONS

ReCharge integration could be improved in my opinion

Reviewed March 2021

Simplifies and streamlines

Easy to implement, versatile, and simple to use!

PROS

As a small business, everyone on our team manages multiple tasks. Gorgias helps us make it easy to stay on top of customer response, cutting down the amount of time we need to provide excellent service.

CONS

I wish the macros could be grouped and organized.

Reviewed March 2021

So easy to use!

PROS

Love the macros. Simplifies my workflow and helps us stay organized.

CONS

I haven't found a flaw yet! It has been working great for our team.