Gorgias: AI, Helpdesk & Chat

After a grey-hair producing, extremely frustrating and expensive time with ZenDesk which failed on so many promises on their website regarding Shopify integration. Followed by a temporary switch to FreshDesk - I searched online and found Gorgias - and started a chat on their website, Romain offered to call me and during the call he listened and understood my issues and calmly talked me through his platform - he clearly understands Shopify and what is required - save the gray hairs, frustration and expense of everything else out there and sign up for this app! BEWARE we have found no other support desk which integrates with multiple stores, so if going elsewhere - make that your first questions as even if you have one Shopify store right now you will get more.

We use this app to access our customers and order information on Gorgias CRM. The Gorgias Team is one of the most supportive teams I have dealt with. They have become a bit slower than before on chats but once you are connected to them they respond in a timely manner. The team members are friendly courteous and empathetic, they escalate if the issue is too complex and their tech team is also very responsive. The Support Team also does regular follow-ups if input or feedback for an issue is expected from our end. We love the fact that they take regular feedback on new improvements/ features and actually DO implement some of that feedback. In sum, despite some shortcomings/ limitations, we love being part of Gorgias for their excellent support and responsiveness.

I love everything about this app! Setting up the integrations and emails took mere minutes. Moving all of my template customer service responses into the macros (and making them better with the built-in options to add dynamic info) made me so, so happy. And managing my ticket queue in under an hour every day with all of the sidebar Shopify tools (like duplicating and refunding orders), being able to see order and customer info, etc. just makes customer service a breeze. From a company standpoint, I worked with the Gorgias online chat support team to answer a few questions, and they were very responsive and immediately helpful, and I also did a demo with an account rep to make sure I was using all of the features to their fullest. Cannot recommend this app highly enough!

If you are like us, thinking of moving to Zendesk to Gorgias. Please don't. They advertise chat and email support BUT for chat its takes 5-6 hours to receive an initial acknowledgement and even then they still haven't responded to my query. For email support it takes 72 hours to receive an acknowledgement. Apparently they have lots of staff on leave and it was also 2 day public holidays but its been week and they chat is still showing limited support. If you are like me used to getting instance response from Zendesk chat support, don't bother moving. Also for integration we received no support, only some prerecorded videos. If you are SMB you are so much better of staying on Zendesk. Huge mistake on my part to move to this joke. Now I have to pay the developers twice to move back to Zendesk

Terrible!! I thougth is will be a solution for my business and now it becomes hell. I changed my local phone number for Gorgias phone number and the service does not work at all. Calls appear randomly on different team member's screens, they don't ring sometimes, team members cannot recieve the calls despite they are connected on line...massive Dissaster on Christmas season!!!!!!!! lots of sales lost. The worst of it is the response from Gorgias. I understand problems can happen but I contacted the person who sold me product no answer, I contacted my account mananger no solution, I contacted the technical team...only apologies and no answer to my questions about company address for all my time and sales lost and it is like they ignore the questions....DO NOT BUY FROM THEM!!!!!!!!!!!!!!!!!!!!!! I am still having problems with my phone line...

I've been in the process of setting up Gorgias. Usually, new apps tend to be overwhelming with all new features. Thanks to Arnaud I was able to set Gorgias up and have it running! Arnaud reached out to schedule a video chat with me and has guided me all the way through the initial set up. Arnaud even scheduled multiple video calls until I knew what I was doing! I was not left alone any moment through my confusion. He has gone above and beyond to help me. Which is something not a lot of companies do. I even had personalized 1-on-2 call help with Arnaud and Nikolas. Nikolas went through all my rules and helped me fix all the issues.

Honestly, 10/10 the best customer service I've gotten on a new app. The response time was outstanding as well. Highly recommend.

If you need any help, you're in the right hands with the Gorgias Customer Service!

I've used a lot of software/apps for my business and many of them fail to get the fundamentals right. Gorgias is a delightful exception and does in fact make handling support cases easier...even enjoyable?! I have been using Gmail with a CloudHQ integration which accomplishes fairly similar things in terms of basic support functionality. That method is just clunky and doesn't offer any of the other valuable integrations like Shopify and Shipstation.

I have just started working with rules and macros, but it seems like this will solve some major pain points. Right now the only reason that this isn't a five star review is the app seems like it needs a bit more development. It's awesome and very close to spectacular.

The first day I started using Gorgias I went home and was telling my wife about how much I liked it, and she said it was the first time I'd ever done anything but complain about previous software :)

After 13 years with Nexternal, we migrated to Shopify Advanced recently. There were a great many reasons for the migration but lack of a CRM for Nexternal was very high on my list as our customer service were having to cross-reference information in about 5 different places which was inefficient and error-prone. I tried out Gorgias because of the integrations and good reviews on the support, then rolled it out to staff prior to our migration, then shifted over completely with the migration. I've been very happy with it across the board. It's made our lives much simpler and we are able to access all incoming questions whether from Facebook, Shopify, email or chat all in one place. We can share things much more efficiently. Romain is terrific, response times on all questions are lightning fast, and it's not just about getting an answer - things actually get modified or fixed right away. Excellent tool that works great for my business.

Today I am celebrating my 1 month anniversary with Gorgias and I couldn't be happier. Mind you we migrated 4 separate Zendesk Basic accounts into 1 Multi-Store Gorgias Pro Account but the process could not have been more seamless and their team continues to exceed expectations at every opportunity. Mind you, in parallel we we operating with reduced personnel BUT I'm confident that without Gorgias we would not in the healthy state we are today in addition to the tremendous improvement we saw in our KPIs, see below:
Of our 4 stores existing within our 1 Gorgias Advanced account we've seen:
- 60-90% improvement in 1St Reply Time, 145 HRS w/Zendesk vs. 18 HRS with Gorgias
- 90% improvement improvement in Avg Open tickets a Day, 255/day w/Zendesk vs. 27/day w/Gorgias on avg
-20-40% improvement in % Tickets Solved, 59% w/Zendesk vs. 85% on avg w/Gorgias

Net/Net: You can't beat the price, intuitive interface, the modular flexibility, nor the support level. Best decision we made this year

Gorgias is our first ticketing system. We've used it for about a year and it's been a game-changer in managing customer issues. So much information at your fingertips, pulled in from Shopify. Recently I built a Help Center and Quick Replies; both excellent for efficiency. I had some final questions and the Gorgias Chat was not that helpful, nor did they answer timely. So I scheduled a Zoom session with a consultant - in 30 minutes Maria solved all my issues and my Help Center and automated replies were launched by end of day! I would give Maria 5 stars but overall this review is 4 given the delayed or opaque replies I have received from the Chat help, multiple times. That said I highly recommend Gorgias if you use Shopify. We have 9 people in our company-so you don't need to be big to benefit from this tool. I seriously cannot imagine running our business without Gorgias at this point. My husband and I are in a different place than our CS team. The ability to oversee customer issues, and manage escalations is amazing.