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The software is really quite buggy... 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.
Its just not really where a customer service tool should be in 2026. I could not recommend it to others. We have been using with clients for about a year or two, never gets much better.
Thank you for taking the time to share your honest feedback and for trusting Gorgias over the past couple of years.
We appreciate you highlighting the areas where you feel the platform has fallen short of expectations. We understand how important it is for customer support software to evolve continuously, provide reliable functionality, and deliver meaningful improvements that help merchants operate efficiently.
Regarding the documentation issues you mentioned, some articles temporarily returned 404 errors during a period when portions of our Help Center were being updated and reorganized. These pages were quickly replaced or redirected, but we appreciate you bringing this up and understand how frustrating that experience can be.
We are continuously investing in the platform, including our Shopify integration, AI capabilities, automation tools, and overall product experience. Feedback from merchants is actively collected, reviewed, and shared with our Product and Engineering teams, who prioritize improvements based on customer impact and broader platform needs.
A member of our leadership team will be reaching out directly to better understand your concerns and discuss any specific challenges you’ve encountered. We genuinely value your feedback as it helps us continue improving both the product and the experience we provide to our merchants.
So happy with Gorgias!!! Best investment in our customer support!
Thank you so much, team Polax! We’re thrilled to hear Gorgias has been such a great investment for your support team. That means a lot to us!
The perfect app for CRM
Short and sweet, thank you so much!
The best customer support app for the eCom with the most advances AI agent all under 1 roof. The easiest and most quick onboarding without any issues.
Thanks so much!
So happy to hear Gorgias delivered a smooth onboarding and that the AI Agent is making a strong impact.
Appreciate the kind words and support!
So much success utilizing the AI Agent thus far - could not recommend more!
Thanks so much!
We're thrilled to hear that the AI Agent has been such a success for you and are super excited to keep delivering value to your team!
Great!
Thank you so much for the 5 stars, Team Armra! 🤩
We’re thrilled to hear you had a great experience using our platform and truly appreciate you taking the time to share it.
very happy with the solution and support!
Yay, Team Nine West! 🎉 We're so glad you're happy with the support received - you just made our day! 🫶🏻
We're here for you 24/7 if anything comes up!
App is very expensive.
Hi Egendesign!
We appreciate your feedback and understand that pricing is an important factor when choosing the right solution for your business.
Our team has reached out to offer alternative plan options and we invite you to hop on a call with our Billing team to explore the best plan that empowers your business.
We’d love to work with you to find the best fit for your needs! 🙏🏼
Fantastic application and support.
You are so kind, Team Lobocki! Thank you for sharing your feedback - We're glad you're loving the platform and our support.
Let us know if you ever need anything! ⭐️
stay away. nothing works - waste of time! support is horrible!
Thank you for your feedback, Titan! We’re truly sorry to hear about your experience. We value your input and are committed to making things right. Our team has reached out to you via email with a solution and to offer further assistance. We hope to have the opportunity to turn your experience around.
