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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!
Perfectly built for brands like ours.
We’ve been using Gorgias for a few years now, and it really made for our type of business. It’s well integrated with Shopify and covers everything we need as a B2C brand. The pricing makes sense for our size, and the AI tools add real value.
Thanks so much for the kind words, team Voited!
We're really glad Gorgias has been such a strong fit for your brand. It's great to hear our AI Agent is making a real impact too!
Don't hesitate to get in touch with our team if there is anything you need. We are just an email away!
For E-com CX, Gorgias is unquestionably the best option to build out. You can start small and scale up with your growth or transfer over from a legacy system like Zendesk (I did, best call I made for the brand!) and see your CX have immediate improvements. When you throw in their new AI assistance, you've got a world class software!
Thanks a ton for the amazing feedback!
We love hearing that the switch paid off and that Gorgias is helping your CX scale and evolve. Glad to know that our AI Agent is making a strong impact too.
We’ll keep working hard to bring you even more great features!
We love Gorgias and it has been such a game changer for us! Not only for the experience we offer customers but also for helping lead the charge in changing the way people think about CX!
Their team does such a good job at supporting you every step of the way and even though the tool speaks for itself, the amazing team is a cherry on top! Will continue to recommend gorgias every change We get!
Wow! Thank you, team Pepper!
We’re so glad to hear Gorgias has made such an impact not just on the experience you provide to your customers, but to your team as well.
It’s our mission to support you every step of the way, and we’re lucky to have customers like you spreading the word. We truly appreciate you!
Gorgias has made our customer support so much easier. The workflows and AI agent support have been incredible game changers for our team to make things more efficient and streamlined. We love that you can make changes in real time to adapt to the fast pace and quick adjustments of ecomm dtc brands. Everyone I've worked with at Gorgias has been knowledgeable, kind, and quick to find resolutions for us. They value customer service and it shows. Thrilled we made the switch to Gorgias and never looking back!
Has the features we need to facilitate excellent service. I'm happy with the reporting available to me to keep an eye on our KPIs, and their support team is very responsive if I run into any issues.
Thanks so much, DFTBA team!
We’re happy to hear Gorgias is helping you deliver great service and stay on top of your KPIs.
Our Support team is always here if you need help with anything, and we truly appreciate the shoutout!
My contact form has been down for more that one day, emailed twice the support team and I got strictly NO answer from them. Overall the app is pretty good, but when something goes wrong, them it seems will not be there for you (except useless AI automatic responses).
Hi team, we're really sorry for the delay in support and the frustration this caused.
Our technical team looked into the issue and worked with you to get it resolved. One of our managers will also get in touch with you soon to confirm everything is working as expected.
Thank you so much for your patience here!
How ironic that a so-called CX app is giving me the worst customer experience ever. Our team has been reaching out for help since last month, and no one has responded.
I’ve now sent two emails 48 hours ago regarding the outrageous $726 USD charge on my card. NO RESPONSE again. This charge was made without any prior notice or alert about a plan upgrade. That is unacceptable. I expect an immediate refund.
On top of billing issues, the AI responses are a disaster. When there isn’t enough information, it fabricates random answers that only frustrate our customers. Plus we've been submitting multiple feedbacks to the AI responses, and no changes, same repsonse again and again.
Worst of all, the lack of real support: you get bounced from one AI response to another, then finally to a person who passes you along again and promises a fix, but never follows through. This isn’t customer service. It’s avoidance.
Hello team, thank you for sharing your feedback here!
We apologize sincerely that your query wasn't addressed as an urgent matter. Our team was on a company retreat last week, which is why our replies have been slower than usual and our service has been limited. We're back in full force this week!
The case has now been escalated to our Billing team. For direct access in case of any future billing-related issues, please feel free to write directly to billing@gorgias.com.
Regarding the AI Agent issues you've mentioned, an agent will reach out to you via email promptly to assist and identify any mistakes or areas for improvement in its setup, ensuring it provides value to your business. Additionally, a manager reached out to you via email to discuss the issues you've been experiencing with our service in general.
Thank you once again for working with us. We look forward to improving your impression of Gorgias!
Very finnicky and so much extra navigation that's unnecessary. They delete all your data if you don't pay the subscription. So if you make a support page with A LOT of info like we did, make sure you save it. They don't care about you, just your money
Thank you for your feedback, Team OlenVR!
We understand how important your data is, and we want to clarify that it will be retained for 90 days after cancellation. This allows for flexibility in case you decide to return. After this period, your data will be permanently deleted in accordance with our privacy policy.
We hope this explanation provides some clarity.
Aplikacja co najwyżej średnia, a na polskim rynku mało użyteczna. Rezygnacja z subskrybcji oczywiście nieintuicyjna, a pomoc ze strony obsługi polega na tłumaczeniu, że zwrot pieniędzy jest niemożliwy. Nie polecam
Hey there team, we really appreciate your feedback.
We're sorry to hear you didn't find Gorgias useful for your Polish market. We'd love a chance to check in and see what was lacking - our Support team would be happy to see how we could have helped make your experience better.
As for cancelling your subscription, while we don't offer refunds per our MSA, there's a cancellation button on your Billing & Usage page that lets you cancel your subscription anytime.
