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I have been using Gorgias for about 7 years and the last few years the customer service has been terrible.
For the past few months I am having an issue and the AI bot just says we opened a ticket and someone will get back to you but nothing this has been going on for too long and its impacting the way we work.
Shame on Gorgias.
Thank you for taking the time to share your feedback and for being with Gorgias for the past 7 years. We truly appreciate your continued trust and the opportunity to support your business over the years.
We completely understand how important timely assistance is when issues affect your workflow, and our team always strives to respond to every request as quickly as possible.
After reviewing your recent case, we can confirm that our team followed up and continued assisting throughout the troubleshooting process. We’re glad the issue was ultimately resolved after the recommended steps helped identify a local browser-related issue on your end, and we appreciate your confirmation that everything is now working properly again.
A member of our management team will also reach out directly to ensure everything continues to work properly and to assist further should anything else be needed. We also value your feedback as it helps us continue improving the overall support experience for our merchants.
Our team remains available at any time moving forward.
Using Gorgias Helpdesk has help streamline our email and voice tickets. Launching the AI agent has been incredibly beneficial in automating tickets being creating and getting inquiries answered fast.
Thank you for sharing your experience with Gorgias!
We’re thrilled to hear that Gorgias Helpdesk has helped streamline both your email and voice support workflows. It’s especially great to know that launching the AI Agent has had such a positive impact by automating ticket creation and helping customers get answers faster and more efficiently.
Helping teams save time while delivering a smoother customer experience is exactly what we strive for. We truly appreciate your support and look forward to continuing to support your team’s success!
This app has been essential for our business. Ai Agent gets better with time and the overal experience for our customers to "self help" has freed up time for our CX staff to provide more attention on those enquiries that need it. highly recommened.
Thank you so much for the wonderful feedback!
It’s incredibly rewarding to hear that Gorgias has become an essential part of your business and that the AI Agent continues to improve over time for your team. We’re especially glad to hear that enabling more self-service for your customers has freed up valuable time for your CX team to focus on the conversations that need a more personal touch.
Thank you as well for your recommendation and continued trust in Gorgias. We’re excited to keep supporting your growth!
Have been using Gorgias for several years now for multiple brands and it had been great! I love the AI agent feature and it has helped us with a lot with productivity and efficiency.
Thank you so much for your continued trust in Gorgias over the years!
It’s fantastic to hear that Gorgias has been supporting multiple brands successfully and helping your team scale customer support more efficiently. We’re especially glad to know that the AI Agent feature is already making a meaningful impact on your productivity and day-to-day operations.
We truly appreciate your support and look forward to continuing to grow alongside your team!
It’s ironic that the so-called best support app has some of the worst support I’ve experienced. I started a trial while using Shopify Plus, and they still haven’t been able to fix a store sync issue after a full week. For such a critical issue, and for an app of this level, it should have been escalated and resolved the same day.
Thank you for taking the time to share your experience, Vilrita team.
I completely understand how impactful a store sync issue can be and why timely resolution is so important.
To provide more context, from the moment this issue was raised, our Support team began actively troubleshooting with you to identify the root cause. As the issue required deeper investigation, it was quickly escalated to our L2 Technical team. Since then, the ticket priority has been increased, and our Engineering team has been directly involved in analyzing the issue. They have also followed up with you on a separate thread to keep you informed on progress and next steps.
While we always aim to resolve issues as quickly as possible, cases like this can require detailed and methodical investigation across multiple systems to ensure a reliable and lasting solution. We regret the inconvenience this has caused and truly appreciate your patience as our teams continue working toward a resolution.
A member of our management team will also be reaching out to you directly to further support and ensure this remains a top priority until it is fully resolved. We remain fully committed to working alongside you and getting this addressed as quickly as possible.
We used a different platform before, and switching to Gorgias was one of the best decisions we ever made. I would like to address a few positive topics:
Personalized onboarding: Several 1:1 sessions on migration + a super comprehensive help center.
Historical data (e.g., from Zendesk or other platforms): Can be easily imported - retroactively up to 2 years.
Intuitive interface: Easy to understand, very logical structure.
Automation: Flows, order management, AI assistant etc. We achieved a 30% automation rate after a short time and are really very satisfied with the work of the AI agent.
Price: Billing by ticket instead of user accounts – for us, this billing model is very fair and less expensive compared to other platforms.
Analyses that really help: Ticket tags, performance metrics, etc. are easy to set up – dashboards can be customized using drag & drop which helps a lot.
Deep integration with Shopify: Unfortunately, we have an ERP in between, but otherwise you can do a lot with this app and it saves an incredible amount of time because you no longer have to switch between systems, e.g., for refunds, customer data, etc.
Thank you for such detailed feedback!
It's so great to hear the switch to Gorgias has been such a positive experience, from personalized onboarding to automation, reporting, and our Shopify integration. It’s also great to know our AI Agent and the billing model are working well for your team.
We appreciate your trust and support and will keep working hard to support you in the following years!
Für uns ist Gorgias eines der besten Tools, die wir je in Verbindung mit Shopify eingesetzt haben. Es hilft uns enorm dabei, Kundenanfragen schnell und effizient zu beantworten. Besonders beeindruckend ist der integrierte AI-Bot, der viele Tickets bereits eigenständig löst und nur dann an das Support-Team weitergibt, wenn menschliches Eingreifen erforderlich ist. Das spart uns wertvolle Zeit und steigert die Effizienz unseres gesamten Kundenservices enorm. Zudem bietet Gorgias noch zahlreiche weitere Funktionen und Möglichkeiten, von denen wir aktuell erst einen Bruchteil nutzen – hier steckt noch viel Potenzial für die Zukunft! Absolute Empfehlung von uns!
Vielen Dank für Ihre fantastische 5-Sterne-Bewertung! 🌟
Wir freuen uns riesig, wie wertvoll Gorgias für Ihren Shopify-Shop ist und dass unser KI-Bot und unsere Automatisierungsfunktionen Ihrem Team helfen, Zeit zu sparen und Kunden noch effizienter zu bedienen. Es ist großartig zu wissen, dass Sie bereits großartige Ergebnisse erzielen – und noch spannender, dass noch viel Potenzial in der Zukunft steckt! 🚀
Wir unterstützen Sie bei jedem Schritt, während Sie Gorgias erkunden und optimal nutzen. Nochmals vielen Dank für Ihre Empfehlung und dafür, dass Sie Teil der Gorgias-Community sind!
The service lacks a proper spam filter. I can’t block email addresses or mark emails as spam. Additionally, I’ve been getting charged twice for months, paying €160 monthly instead of the expected amount. Unfortunately, I can’t recommend it.
Hi Team Hauttief!
We’re sorry to hear about your experience and appreciate your feedback.
Regarding the spam tickets, Gorgias mirrors your email inbox, but we recommend enabling the Auto-Close Spam Emails rule to better manage irrelevant emails. We sent you more details about this via email to help you improve the handling of spam tickets.
As for the billing issue, our team has reached out with a detailed explanation and is assisting you further.
Thank you for the opportunity to address your concerns!
We’ve been really impressed with Gorgias, the AI Agent and Shopping Assistant so far. It recently handled a customer question completely on its own, no team involvement needed, and gave super clear info about product shelf life and storage.
What we liked most is that it didn’t just answer the question and stop there. It kept the conversation going, offered helpful suggestions, and felt pretty natural overall.
The customer walked away happy, and that kind of hands-off support is a big win for us. Definitely excited to keep using it.
Thank you for sharing this great feedback, Wondercide team!
It’s wonderful to hear how the AI Agent and Shopping Assistant are delivering clear, accurate answers while also keeping the conversation going in a natural and engaging way. That balance between helpful information and a human-like experience is exactly what we’re aiming to achieve.
We’re especially glad to see it driving fully autonomous resolutions and positive outcomes for your customers. That kind of efficiency can make a real difference for your team.
We appreciate you taking the time to share your experience and look forward to supporting you as you continue to get the most out of Gorgias!
No support, no onboarding, no chance. The when I told them we were looking for a better fit they handed me over to a third party consultant to get set up. Worst app experience on Shopify. Switched to Gladly and they we super helpful and responsive.
Thank you for taking the time to share your feedback, Mr Beer.
We’d like to clarify that you were not handed off to a third-party consultant. You were connected with a Gorgias CX Expert who joined a call with you to better understand the challenges you encountered during setup. Based on the subscription plan you selected, onboarding is provided through a self-serve experience with step-by-step instructions and comprehensive documentation, along with support from our team whenever needed. While this process does require some initial time and effort, it is an important investment to ensure everything is set up to run smoothly and effectively.
You were also informed that our Support team is available 24/7 via email to assist with any questions or issues, though we did not receive further outreach regarding these topics.
We understand you ultimately chose to cancel your account and part ways with Gorgias, and we fully respect that decision.
We genuinely regret seeing you leave and value the opportunity we had to work together. Should you reconsider in the future, our team remains available to support you in getting set up for success.
