Gorgias: AI, Helpdesk & Chat

Not really understanding some of the recent negative reviews of Gorgias. This is hands down the best customer service app we've used and it is constantly improving to keep up with the changing nature of support. We are a Shopify Plus user with five stores running through a single Gorgias account and the experience is seamless. Add to this a transparent product road map with the ability for users to upvote and suggest improvements, along with a very responsive customer support team, and you've got yourself the best support app for your Shopify store.

What is the most important part of business? The customer experience. And critical to the customer experience I keeping track of feedback, help requests, returns, etc. A lot of communications flying about in all various forms of media and channels.

Gorgias brings it all into a single pane of glass. Easy to aggregate, follow, assign, follow through and get things done for your customers. Our massive haul of 5 star ratings is due to our attitude and desire to help our customers. And Gorgias is the central tool that aids us in that endeavour.

Bravo!

I am a small business with a team of 3 or 4

I was using Zendesk for my needs in terms of customer comms and providing support through a small team.

Zendesk proved to be overly complex and beyond my needs resulting in many confusing scenarios both for customers and staff

Gorgias seems to be just right - easy to use - easy for my staff to pick up on and links nicely to shopify orders.

I have decided to use an external chat function but I am sure for many small businesses the built in chat would prove highly valuable to a totally in house solution.

Nice job

Don't think twice about making the switch if you are on the fence. Our company had been using Zendesk for over 10 years when we made the switch. Not only do we love the features of Gorgias more than Zendesk, but the cost is substantially lower. I am also impressed with the level of customer service they provide. We made a mistake on our end and they actually took care of us! We did not have any expectations, but their response to our situation was swift and extremely classy! Thanks again Gorgias team, we look forward to many years with you.

Grip Studs/Zipline Gear

Gorgias is definitely my favourite business customer support portal. The options are endless and the support team is incredible. They have constant webinars which I love to watch just to see if I'll learn something new that I don't know. If I ever have a question, their live chat support is super helpful. There's always room for improvement, and with this they are very forthcoming about new features coming down the pipeline and always willing to take suggestions to make the experience more improved for the future. The functionality is very useful. I can't say enough good things :)

Really pleased with the app so far. This is the helpdesk built from the group up *specifically for* Shopify instead of the helpdesk that tries to adapt its existing platform after the fact. Would you rather have a round peg and a round hole or a square peg and a round hole?

Installation and setup was a breeze compared to Zendesk. Zendesk took me a good couple of days to get setup. Gorgias was a couple of hours.

I've found their customer service responsive and eager to consider my needs as a customer and their iteration and new feature development seems to be clipping along at a nice, speedy pace.

We are a small online store, but would rate Gorgias very highly. The App works great for our small team, making it easy to work together to swiftly resolve customer issues. Customer support has been excellent from Gorgias both with implementation, which we found quite easy and the ongoing support for when we need help. Rules and Macros have saved us loads of time, and the Self Service help desk is a great help too. Before we used a much cheaper app that did not have the functionality, but didnt have the investment. But we have spent more, but saved more time as we grow. We are glad to have made the move.

I think it's important to note that Gorgias is a young tool. Yes, there are a few teething issues and bugs, though nothing severe.

That said, I migrated from using Helpscout to Gorgias about one month ago and we simply love the new experience. It's more intutive, easier to manage and clearly better developed by a fantastic team. I would say it's made our customer service at least 25% more efficient than before.

What really excited me about Gorgias is how much better it's going to get as the team continue to increase the number of integrations and functionality. Bring on Instagram comments and DMs :-P

Very feature-rich app. Maybe a little too rich? It takes a lot of getting used to, but once you get to know the tools, it can be very powerful. There are a few things I'd love to see implemented (e.g. marking messages as "unread" again, or there being a "next/previous" option within a ticket view, as just two examples) but for the most part, you can use it to customize it to your needs. Just a warning that you'll need to sit down and take some time to learn how to use it.

Customer support has been responsive and helpful to me. No complaints there. I usually use their chat widget, and they get back to me quickly.

Gorgias has revolutionized the way we approach our customer support. The macros and tagging system has made it easy for us to respond and track data accordingly.

Their team is always willing to help out with integrations. All of our software plays nicely with gorgias which helps us get inquiries done with speed.

The aircall integration is my favorite. This helps handle voicemails right from our inbox! It pulls customer data from their shopify profile so we can take care of a request if they don't answer on a callback.

Love the gorgias team and their attention to detail with consistent updates.

Cheers!