Gorgias: AI Helpdesk & Chat

So happy we switched! Used Freshdesk for years and Gorgias is much better. The AI agent is great and handles many tickets without human intervention at all.

We use Gorgias for customer support, and the AI agent has been a huge help. In a recent case, the AI fully handled a missing-item inquiry, responded quickly, asked the right follow-up questions, and resolved the issue without needing human intervention. The customer left a 5-star satisfaction rating, which speaks for itself. It’s saved our team time while still delivering a great customer experience. Highly recommend for teams looking to scale support efficiently.

Gorgias has helped us automate our customer support, to the point where Q4 customer support requires very little hands-on time for our team. We have been supported by Gorgias every step of the way, and it can do everything we have asked of it. When the AI makes mistakes, their team works through the issues with us, and we always get the problem sorted!

This platform worked very well. They assisted us in setting up the AI agent functionality which took several weeks but turned out fantastically. Then they changed something, likely they degraded the LLM to save money. Suddenly our agent went from solving 95% of issues to failing in 100% of the cases. For example, it forgot what kinds of products we sell and started recommending unrelated items that we don't carry. It stopped being able to follow the logic that the Gorgias team wrote and so could no longer edit or cancel orders. It started promising things to customers that we cannot do. I've been trying to get in touch with support for 2 weeks now with these issues. I've tried reaching out to the team who built the Agent for me, but they don't offer support. I've tried working with their L2 support but response times are well over 36 hours and the issue is complicated enough that asking and answering questions with days between responses is never going to adequately identify the problem. I tried their regular chat support and they told me the code was sloppy and should be deleted- but they wrote the code. I'm left with no choice but to disable the agent because it's frustrating my customers with irrelevant responses, or worse promising that we will do something that we simply can't. It's very disappointing to see Gorgias opt to not support their product and to cheapen the service to this point. The few months of functioning AI Agent definitely convinced me of the value of this kind of thing. I'd be willing to pay close to a regular full time salary. But the Gorgias system isn't the right one because it's not supported. I know I'm not the only one with this problem. During the period I've been trying to get support the Gorgias support team has had to remove their own chat widget because they are being overwhelmed with requests. This is likely due to the failure of their system.

The AI Agent has been a godsend for our customer support team. It's super intelligent and also has been learning - it takes care of approx 80% of requests!

Very helpful platform which saves us a lot of time and gives customers a better experience.

Gorgias’ AI Agent has been an absolute game changer for our support workflow. We’ve been continually impressed by how seamlessly it handles customer inquiries with accuracy, clarity, and a truly human-like tone.

Our customers are guided through processes, like returns, without any friction. The AI Agent automatically provides a personalized return link, outlines the specific approval requirements, and clearly communicates the refund timeline once the item is received. It’s the kind of consistency and precision we’d expect from a seasoned support rep.

What’s even better? Customers love it. Our AI Agent earned a 5/5 CSAT on a recent interaction, which speaks volumes about both the experience and the trust it builds with shoppers.

Gorgias' AI Agent has helped automate a significant portion of quick response tickets, while keeping our CSAT and FRT metrics sky high. It's cost-effective and easy to train and navigate - highly recommended!

We wouldn't be able to handle our incoming customer service messages efficiently without Gorgias. It's a no-brainer. Customer support is such an important part of our business. We're a small team and the AI Agent feature helps us tremendously. Definitely recommend if you're looking to step your game up on customer support.

We've only been using our Gorgias AI agent for a few weeks now, but I am so impressed at its capabilities. Our product specialist, Julieta, went above and beyond to help us set up our agent. There is a bit of a learning curve - both on the team running Gorgias and on the AI agent itself, but once you get the hang of the system it's an easy workflow. We're excited to continue to have our AI grow in knowledge and help our customers even more.