Gorgias: AI Helpdesk & Chat

Straight forward implementation and integration with existing Shopify Plus tech stack, ability to ingest or import tickets, macros etc from another platform and around the sun support that is truly second to none...what's NOT to love?!? Suspect we'll only be dipping our toes in the water as far as using the full suite of functionality but Gorgias allows our currently small team to ably handle enquiries, with room to grow. Highly recommended.

We have been using AI Agent for over a year, and it has significantly improved our customer response times. It has proven highly efficient in handling routine, repetitive inquiries such as order status, returns and exchanges, basic product information, and shipping details. During the holiday and Black Friday period, AI Agent successfully managed thousands of inquiries, allowing our customer service team to focus on more complex requests. It has become a valuable and reliable addition to our customer service team.

Im leaving for something more professional.

- The phone app doesn't work and is seriously lacking basic feature
- The phone app is full of bugs.
- The App is also buggy as hell.
- Every time you send a message it closes it. causing a new "Billable Ticket" to be created. Which they then charge you for
- Their Customer service is terrible.
- When they update there application is changes your settings which for me caused billable tickets to be created. Which they then charge you for

These guys are the kings of "Extra charges" they update there application to get more money out of you without mentioning. ive had to be on my toes this last year just to stop them form taking all my money.

Ive had enough of this. I gave these guys a chance but they just too unprofessional. I would highly avoid these unless you fancy just giving all your money to them

Updating our Review after trialing the AI Shopping Assistant Feature! WOW! After consistent work to bring our AI Agent from 25% to 40% over the last 6 months without the AI Shopping Assistant, we finally trialed the Shopping Assistant feature and LOVE what we are seeing. Our automation rate is up over 65% with the AI Shopping Assistant, bringing in more revenue, keeping our resolution time down, and saving the team the time to work on the tickets that need a human touch the most.

The connection to shopify is almost seamless, very easy to navigate and all right within the gorgias platform to avoid opening extra tabs. There are some advancements in the shopify connection we'd like to see in the future such as unlimited order tag population and the ability for the AI Agent to read different shopify inventory locations.

Still giving it a 5 star as the Gorgias Dev team is truly always listening to customers and what we'd like to see and implementing where they can.

I tried this in 2021, and my original review is beneath. I was recommended to Gorgias as a solution by Loopreturns, and I explained that I could not get it to work. They said it had changed a lot, so I signed up for the expensive ($380/month) subscription because our store has grown so much. I have to tell you that the app is even worse than it was before - they have added a new online course - but the images are wrong - and they apologize but they did not change it! I have been on trying to fix this for about three hours now - and talking with a support agent (Sharmaine) who is even more useless. I asked her how to change the logo size, and she asked me to write to the engineers to ask how to add that future in later releases! I will be long gone.
The logo is microscopic, and you cannot change the size. Sharmaine said to increase the bit size of the file - up to 500k - how does that make sense? It doesn't matter how big the file is (I made it 380k) the file is microscopic.
I am going back to the referrer, "Loop Returns" and telling them about my experience, as this reflects poorly on the referring developer.

It does not work on Firefox. Secondly, when you try to access the app through the shopify window, it takes you to a "sign up new account" window, which is a useless loop. You then find your way to your support tickets, but cannot find the settings from there. Mostly, it does not work on Firefox, and this was verified by the support agent.
Poorly designed app and is not functioning.

Software is nice. But their customer support is terrible. Non-existent. Phones cut out all the time.

So happy with Gorgias!!! Best investment in our customer support!

This app has worked great for us, and really built out our full customer support setup. The onboarding process was great and they were very helpfull at every step. It continues to get better and I fully recommend it.

If you are looking for the best customer service app that natively integrates with Shopify and the Ecom ecosystem you are in the right spot. Gorgias keeps on getting better and better, with functionality that helps you scale at a reasonable cost.

Gorgias integrates amazingly with Shopify and their support team are second to none!