Reviews (706)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
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Merchants describe this as a centralized, multi‑channel support hub with deep Shopify integration, letting agents manage orders and refunds in one inbox. Many highlight AI and automation resolving 30–50%+ of tickets, reducing workloads, and boosting CSAT while driving sales through pre‑purchase assistance. Reviewers praise macros, rules, reporting, and customization, plus responsive onboarding and success teams, calling it a game changer for scaling support without extra headcount.
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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!
Very helpful platform which saves us a lot of time and gives customers a better experience.
Thank you for your kind review!
We're delighted to hear that Gorgias is helping your team save time while creating a better experience for your customers. Supporting ecommerce brands with tools that streamline workflows and improve customer interactions is exactly what we aim to achieve.
Knowing that our platform delivers value to both your team and your customers means a lot to us. We appreciate your support and are grateful that you took the time to share your experience.
Thank you for being part of the Gorgias community. We look forward to continuing to support your success!
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.
We use Gorgias for our COSMEDIX brand and transitioned last year from a different support platform — the difference has been night and day. Visibility across conversations, orders, and customer history is dramatically better, which has made our CX team far more effective.
The AI agent and Shopping Assistant have been especially impressive and are already driving incremental revenue for us, not just deflecting tickets. Integration and onboarding were straightforward and painless, even with a more complex Shopify setup.
Overall, a powerful, well-built tool that has meaningfully improved our customer experience. Highly recommend.
Thank you so much for sharing this!
We’re thrilled to hear the transition has made such a meaningful impact on your CX team. It’s especially great to know the AI Agent and Shopping Assistant are driving real value and revenue for your team.
We truly appreciate the recommendation and will keep building cool new features!
I have heard good things about Gorgias, but I am very unhappy with their customer service. I installed it in my store and was getting things set up on a 7 day free trial. Within hours of installation, it charged me a full $400 for the pro plan, completely negating the "free trial". When I pointed out the error, they quoted policies rather than resolving the issue, and didn't even bother to address me by my actual name. This is not an app I want to use for customer service when their own customer service doesn't come close to meeting our own standards of care. I'm very sorry I gave them a try at all.
Hi there, Book and Bear team.
We’re very sorry to hear that your experience felt frustrating, especially during what should have been a simple trial setup.
We recognize that the communication you received did not meet the standard we aim to uphold. We have issued your refund, and will be working internally to provide a better experience in the future.
We appreciate you giving Gorgias a try and for sharing this feedback. It helps us improve both our billing transparency and the support experience.
