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We've been using Gorgias for customer support for many years now and it’s been a great addition to our stack. The AI Agent in particular has been surprisingly effective at handling routine inquiries like order tracking, WISMO and shipping updates, without needing human intervention.
The pre-sales aspect to it is also a strong selling point. Our customers' can get product suggestions and answers to common questions reducing any friction during the buying process.
For ecom brands dealing with high traffic, automating these repetitive questions saves a lot of time while still keeping the customer experience solid. I highly recommend Gorgias.
Thank you for the kind words, Seido Knives team!
We’re thrilled to hear the AI Agent is handling routine inquiries like tracking updates so effectively and earning 5/5 CSAT along the way.
It’s great to be part of your support stack after all these years!
This has got to be the greediest and ruthless company ever. We were paying over $13.5k per year on Gorgias for the Advanced plan (6350 automations, 60,000 tickets). This is A LOT...but the story gets worse. I mention this because their pricing is not clear at all after that point. If you a fast growing company, (7-8 figures or more) I highly recommend staying away from this platform. Their upsell features are highly predatory and can increase the cost of your plan by a if your orders/tickets increase. Their AI automation feature auto-bills you over and over, to the point without telling us until its WAY to late, we were charged $14,000 on TOP of $13.5/year. We tried to work with them but we received threats. The AI automation costs them essentially nothing to run, but it would have brought our yearly bill to $27k. Instead of trying to work it out, they tried to strong arm us. For a customer service platform, it was one of the worse customer service experiences I've ever experienced and would not recommend it to anyone. We are switching to a competitor that offers the same functions and essentially unlimited automations. They just lost a customer paying 5 figures a year without any care.
Hello Coldest team,
We completely understand how frustrating unexpected overage charges can feel, especially when you’re scaling quickly and relying heavily on automation. Our AI Agent is usage-based, and as outlined in the plan details, additional charges apply when usage exceeds the included volume. As your usage approached and surpassed the limit, our team reached out to you multiple times to provide visibility and discuss options to better align your plan with your volume.
Given the significant expansion in AI activity on your account, our Customer Success and Billing teams worked to propose an upgrade that would better support your needs and also explored absorbing a portion of the overages as part of a renewal plan. Our goal throughout those conversations was to find a sustainable structure that matched your growth, not to apply pressure, but to ensure your setup remained supported and optimized.
We genuinely value the partnership we had and are sad to see you go, though we respect that Gorgias may not be the right fit for your business at this time. If you’d ever like to revisit the conversation, our team remains available and committed to working collaboratively toward a solution that supports your goals.
We have been using Gorgias for over a year, and our experience has been extremely frustrating.
If you operate Shopify with a third-party ERP, the integration is unreliable and creates ongoing operational challenges. We have experienced significant syncing issues that directly impact customer experience.
Support has been disappointing. Responses often lack clarity or resolution, and we’ve received explanations that don’t fully address the issue. In one instance, folders were randomly deleted. We were initially told the deletion was done by an admin user (me), but when support reviewed the account, they acknowledged it wasn’t. The ticket was ultimately closed without a clear explanation or resolution, and we are still without closure a month later.
We’ve also encountered instability within the platform itself. Features have appeared and disappeared without warning. We have had folders vanish. Most concerning, the AI/bot has sent incorrect responses to customers, closed tickets without proper replies, or failed to respond entirely—resulting in customer complaints about lack of follow-up.
For a CX platform, reliability and accountability are critical. Unfortunately, our experience has fallen far short of that standard.
Hello there, Wholesale Supplies Plus team.
Thank you for taking the time to share such detailed and honest feedback.
We’re very sorry to hear that the experience using Gorgias has not met your expectations. To provide more context, 3rd-party ERP apps typically require custom HTTP integrations, which add complexity. That said, we are continuously working on improvements to enhance stability and overall performance. Our team is also continuing to work on your Yotpo integration request to ensure it is handled thoroughly and with the necessary attention.
We’re also sorry if any of our responses seemed to lack clarity or did not fully address your concerns. That is not the standard we aim for, and are doing an internal audit to prepare coaching for the team where necessary. As for your current escalation, we want to clarify that the ticket was not closed and our engineers are actively working on a solution. A follow-up with a detailed explanation was shared with you recently.
When it comes to AI Agent, it does require ongoing training, monitoring, and feedback to perform optimally, but we would be more than happy to provide guidance and best practices to help ensure reliable performance.
We remain committed to earning back your trust and improving your experience with Gorgias.
One of the worst customer service we experienced in long time. Basically there is no customer service and no one answers us for months...
And there is technical issues - The AI’s reasoning isn’t showing for some of recent tickets. Instead of explaining how it came to its answers, it just says the reasoning data couldn’t be loaded. This is a problem because some answers seem wrong, and we can’t see where the AI got its information.
Hello Livettes Wallpaper Team,
Thank you for taking the time to share your feedback.
We completely understand how important visibility into AI reasoning is for your workflow. Recently, our team has been managing a higher-than-usual volume of requests, which has led to delays that don’t reflect the level of responsiveness we strive to provide, and we regret that this resulted in a longer wait time for you than expected.
We know how critical it is to have clarity and confidence in your AI tools, especially when they directly impact your business operations. I can see that our team has since followed up and escalated this to our engineers to ensure the behavior is improved. They’re actively working on enhancing this functionality, and you’ll be contacted as soon as the update is live.
We truly value your partnership and appreciate your patience as we work toward a lasting solution.
Gorgias has been instrumental for our customer service team by taking over the time-consuming requests, such as "where is my order" and "I'd like to start an exchange." The ticket queues and workflow rules have helped us organize and prioritize large numbers of requests while keeping our team lean. We can confidently recommend Gorgias as a full-featured helpdesk tool for your Shopify store.
Thank you so much, JUNK Brands team!
We’re glad to hear Gorgias is helping your team stay lean while handling high-volume requests efficiently. It’s great that the AI Agent is making a real impact.
We truly appreciate the recommendation!
Gorgias has become an essential asset for our CS team. AI agent is learning very fast and significantly reduced response times and ensured high-quality response.
Thank you for this review, Lemonade Dolls!
We’re so glad to hear Gorgias has become an essential part of your CS workflow. It’s also great to know the AI Agent is learning quickly and helping reduce response times while keeping quality high. We appreciate your feedback!
Gorgias has been a valuable tool for our customer support team, helping us manage inquiries more efficiently across multiple channels in one place. Its automation features and organized ticketing system have improved response times and made it easier to provide consistent, high-quality support. Overall, Gorgias has helped streamline our workflow and enhance the customer experience.
Thank you, RajaniMD team!
We’re so glad to hear Gorgias is helping your team manage support more efficiently across channels. It’s great to know the AI Agent and the helpdesk are making a real impact on response times and customer experience.
We truly appreciate your feedback!
We’ve been using Gorgias for our Shopify store and it has completely improved how we handle support. Everything comes into one place including email, social media, and the live chat option on our store. The chat feature is smooth and makes it easy to assist customers in real time.
What we really like is being able to set up AI workflows. You control how the AI responds, build automations around common questions, and decide exactly when an agent should step in. The handoff from AI to a human agent is accurate and feels natural, which keeps conversations clear and professional.
This is a great tool for any Shopify brand that wants organized and scalable customer support.
Thank you for the thoughtful review!
We’re so glad Gorgias is helping you centralize support and scale with confidence. It’s great to hear the AI Agent hand over to agents feel seamless and professional; that’s exactly what we aim for.
We truly appreciate the recommendation!
This service has been great and we have seen great improvement of productivity from our support team since joining a year ago. Highly recommend Gorgias.
Thank you so much, Eargasm team!
We’re thrilled to hear Gorgias has helped boost your team’s productivity over the past year.
We truly appreciate the recommendation and your continued trust!
The app is extremely difficult to navigate with very poor user interface.
It's also very difficult to find info online that actually shows you how to use the app efficiently.
It took over a week for someone on the Apps side to figure out that you only can send chats direct to your email if you're on a paid plan. You cannot test that function during the free trial.
The pricing is ridiculous for what you actually get. Anyone that has been in the AI game for any amount of time knows what tokens cost and their fees for AI responses are ridiculous as well as the price to simply forward a chat through email has equally ridiculous pricing.
Hi there, Toigo Racing team.
Thank you for sharing your experience; we’re sorry it felt frustrating.
There were a few points raised here that appear to stem from misunderstandings around trial limitations and feature availability. We’re actively reviewing this with the team to ensure everything is clearly explained and properly investigated.
One of our agents will be following up with you directly to clarify the trial functionality, review your setup questions, and make sure you have accurate information moving forward.
We appreciate you taking the time to share feedback. It helps us improve both our onboarding clarity and communication.
