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Not sure why this app is so expensive and has good reviews. Yes its got some fantastic apps and integrations. However the price per ticket is too steep.
We wanted to install it and got stuck training the AI (which is 2025 type of workflow prompt training, a bit behind what AI can do in 2026) where other apps like REDO or Chatty are on par with time.
You will receive zero human support. They only send you to their academy for training and leave you to figure it out yourself. REDO and Chatty both alternative services tried provide full support with human customer service and on boarding support. Those two options are actually also much better priced.
We ended up working with REDO, though their integrations are slighlty behind right now and thet don't have an app. Their development road map is catching up quick and their customer support is awesome.
Thank you for taking the time to share your experience and provide your feedback.
We regret to hear that you feel this way about your experience. While our AI requires an initial investment of time to configure and train properly, this setup is essential to ensuring it performs accurately and delivers the best long-term results for each merchant’s unique workflows and support needs.
To provide additional context, our Support team is available 24/7 to help customers with questions and technical issues. In addition, our onboarding experience is tailored to each merchant’s needs. Depending on the account, customers either follow a structured self-guided onboarding experience with step-by-step guides, videos, and Help Center documentation, or work directly with an Implementation Manager for personalized onboarding assistance.
We appreciate the time you spent evaluating Gorgias. We continue to invest heavily in our platform, including AI capabilities, integrations, and the overall customer experience, and customer feedback plays an important role in shaping these improvements.
Should you ever decide to reconsider Gorgias, we’d be happy to welcome you back and support you throughout the process. Additionally, a member of our management team will be reaching out to you directly to discuss your experience in more detail.
Day 1 after using the app. The app worked fine for about 8 hours, and now I can't even send an email or pay for my subscription. I still have 6 more days of trial, but it won't even allow me to send a test email. Oh and BTW the support team doesn't have a live chat, they reply to your emails "within 48 hours"
Thank you for taking the time to share your feedback, Isavie.
We regret to hear that you experienced issues sending emails during your trial. After reviewing your case, we confirmed that this was related to a temporary incident that was quickly resolved. Our team informed you once the issue was fixed and shared additional information and updates to help clarify what had happened.
Regarding the payment concerns mentioned in your review, we were unable to find any reports of payment-related issues submitted to our Support team. We also confirmed that your subscription was set up using Shopify Billing, meaning subscription payments are processed directly through Shopify rather than by Gorgias. While we don’t have any record of payment issues being raised with us, we regret to hear that this was your experience and we’re sorry to see you leave.
Although we make every effort to respond as quickly as possible, we communicate a maximum response time of 48 hours so that each inquiry can be reviewed and addressed properly. Our team often replies well before that timeframe, but we believe it’s important to set accurate expectations for our customers.
If you’d be open to giving Gorgias another chance, we’d be more than happy to assist you further and ensure you have a much smoother experience. Our team would be glad to help you get up and running and address any questions or concerns along the way. Additionally, a member of our management team will be reaching out to you privately to discuss your experience in more detail and see how we can best assist.
Definitely takes some configuring after onboarding process to refine knowledge base. The team does have to monitor closely during this period but overall we've really enjoyed onboarding with Gorgias AI.
Generally, we get good feedback from customers, although as with all things AI, some customers are apprehensive.
Looking forward to new features to help optimize performance and offload human touched tickets during peak seasons.
Thank you for taking the time to share your experience, Free Fly Apparel!
We’re delighted to hear that your onboarding experience with Gorgias AI has been a positive one and that your team is already seeing the value of AI as you continue refining your knowledge base. We understand that successful AI adoption takes thoughtful configuration, ongoing optimization, and close monitoring in the early stages, so it’s especially rewarding to hear that the investment is paying off.
It’s also great to know that your customers are generally having positive experiences. As AI continues to evolve, we recognize that some customers may be more hesitant than others, and we’re committed to providing tools that help businesses strike the right balance between automation and personalized support.
Thank you for your honest feedback and for trusting Gorgias as part of your customer experience strategy. We’re excited to continue delivering new features that help optimize performance, increase automation, and support your team through peak seasons and beyond.
Gorgias has been super helpful in ensuring our customers are properly supported. I also appreciate the fact that Gorgias is open to innovation and feedback; this boosts our confidence in the tool.
Thank you for the wonderful review, Triquetra!
We're so glad Gorgias is helping you support your customers, and it means a lot that our openness to feedback builds that confidence — keep it coming! 😊
Great app and has made our CS life a lot easier. Not to mention a very responsive support team!
Thank you for the kind words!
We’re happy to hear that Gorgias has made your customer service operations easier and taken some of the complexity out of your team’s day-to-day work.
And a big thank you for the shoutout to our Support team. Being there when you need us is something we take great pride in.
Thanks for choosing Gorgias and for sharing your experience!
Gorgias has been a game-changer. During peak periods, the AI Agent allowed us to exceed a 40% automation rate. It provides incredible support to users throughout their entire customer journey, effortlessly handling volume spikes. The best part? Our CSAT has remained consistently very high, proving that speed and quality can go hand in hand. Highly recommended!
Thank you for taking the time to share your experience!
We’re thrilled to hear that Gorgias has been a game-changer for your team and that the AI Agent helped you achieve over a 40% automation rate during peak periods. Supporting teams through high-volume seasons while maintaining efficiency and delivering a seamless customer experience is exactly what we strive for.
It’s especially rewarding to know that the AI Agent is providing value throughout the entire customer journey, helping your team handle demand spikes without compromising service quality. Hearing that your CSAT has remained consistently high while automation has increased is a fantastic testament to the balance among speed, accuracy, and great customer support.
Thank you for your recommendation and for trusting Gorgias as part of your customer experience strategy. We’re grateful to have you as part of the Gorgias community and look forward to continuing to support your team’s success as you grow!
There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers).
Where other platforms are making leaps and strides, Gorgias stays still, and never gets better.
When you make requests for improvements, they never listen, even for ones that would clearly make their product better.
Its just not really where a customer service tool should be in 2026. I could not recommend it to others.
They recently updated the UI.... fine... but the basic features just aren't there... it's like they don't have a dev team making improvements. Shame really. Will - Electric Labs
Thank you for taking the time to share your candid feedback. We appreciate you outlining the areas where you believe Gorgias can improve.
We understand your concerns regarding feature development, product enhancements, Shopify functionality, and the overall pace of innovation. Customer feedback plays a significant role in shaping our roadmap, and while not every request can be implemented immediately, suggestions from merchants are regularly reviewed and considered by our Product and Engineering teams as they prioritize future development.
Regarding the documentation issues you referenced, some Help Center articles temporarily returned 404 errors while content was being updated and migrated. These pages were quickly replaced or redirected, but we appreciate the feedback and recognize the impact this can have on the support experience.
We are actively investing in new features, platform improvements, AI capabilities, and overall usability, and we remain committed to delivering meaningful enhancements that help merchants and support teams succeed.
A member of our leadership team will reach out to you directly to discuss your experience in more detail and work through any concerns you may have. We appreciate your feedback and the opportunity to continue improving.
Definitely takes some setting up and configuring, and some close eye on how it performs, but it most certainly saves time for my team.
Generally, we get good feedback from customers, although, as with all things AI, some customers don't like it.
Very happy we've got this as an app on our site.
Thank you for taking the time to share your experience!
We’re delighted to hear that Gorgias is helping your team save valuable time and become more efficient. We understand that successful AI adoption requires thoughtful setup, ongoing optimization, and careful monitoring, so it’s especially rewarding to hear that the investment is paying off for your team.
It’s also great to know that your customers are generally having positive experiences. As AI continues to evolve, we recognize that preferences can vary, and we’re committed to providing tools that help businesses strike the right balance between automation and personalized support.
Thank you for your honest feedback and for trusting Gorgias as part of your customer experience strategy. We’re thrilled to hear that you’re happy to have Gorgias on your site, and we look forward to continuing to support your team as you grow!
contact form does not in fact support multilingual. both ai-agent and human support are dumb and waste your time
Thank you for taking the time to share your feedback.
While our Contact Form doesn’t natively support multilingual functionality, there are workarounds that can often accommodate multilingual use cases. We’d welcome the opportunity to better understand your requirements and explore the best approach with you.
We regret that this was your impression of our support, as our team is committed to providing thoughtful and effective assistance to every merchant. We genuinely value customer feedback, and a member of our management team will be reaching out to you privately to discuss your experience in more detail and see how we can best assist.
The integration is seamless and the new AI feature is actually helping to 1st touch solve some basic tickets. We tried a few platforms for CS, but in the end we returned to Gorgias - it just works for our team!
Thank you for sharing your experience with Gorgias!
We’re delighted to hear that the Shopify integration has been seamless for your team and that the AI features are already helping resolve basic customer inquiries on the first touch. Providing tools that empower support teams to work more efficiently while delivering fast, accurate responses is exactly what we strive for.
It’s especially meaningful to hear that after evaluating other customer service platforms, you chose to return to Gorgias because it simply works for your team. Building a reliable, scalable platform that ecommerce brands can depend on every day is at the heart of what we do.
Thank you for your trust, support, and for taking the time to leave this review. We’re grateful to have you as part of the Gorgias community and look forward to continuing to support your team’s success as you grow!
