Gorgias: AI Helpdesk & Chat

Gorgias AI has been a huge help for our support team. In this case, a customer asked how to return lamps, and the AI responded clearly, accurately, and fully aligned with our return policy, so much so that the customer left a 5/5 satisfaction rating.

The response was well-structured, polite, and asked the right follow-up question without creating friction. It saves our team time while still delivering a great customer experience. Highly recommend for any Shopify store looking to scale support without sacrificing quality.

We've been extremely pleased with our experience on Gorgias. From onboarding to launching... the process was smooth and has been great. We've seen a significant improvement in our ability to meet our customers needs. AI enabled agents responses have also saved us significant time and money. We keep getting better and better with the help of Gorgias's team.

We've been using Gorgias Automate since its inception, while in beta, and it's been almost 3 years now. We have grown together and are handling an average of about 50%+ tickets! The CSTAT is usually good and resolves issues well.

Currently at 5/5 Agent resolution. What AI Agent did:
+Instructed the customer on where to find their loyalty points balance.
+Provided detailed steps on redeeming points and applying rewards at checkout.
+Assured the customer that points do not expire with account activity.

Of course, it doesn't always get everything right, but we have added much guidance on when and where to hand off to human agents. Overall, we are very pleased with it and would highly recommend it.

support is non existent. I have sent 4 support emails over the last three days and no respons. Just a friendly AI that is useless. Secondly the software lacks many basic features like the ability to create filtered views that make sense. Something as obvious as "show me emails with no reply" doesnt exist. We sell in currency NOK, but Gorgias still show USD with the NOK amount. Go with the larger companies like Zendesk, Hubspot etc.

Love Gorgias. I’ve been using it as our customer support solution for a couple of years now, and it’s been a game changer. The AI and automation features are incredibly helpful, and I regularly rely on the analytics and tagging to stay organized and understand trends. Highly recommend.

Gorgias in theory has a good product and the value prop is there. The AI and responses are probably a 4/10.

What makes Gorgias a 1 star app is how they handle issues on their platform. They advertise that their product can handle cancellations, variant changes, and order edits automatically. From day 1, this was completely broken for me and the ticket was escalated to their L2 support team. It takes multiple days between responses, only for nothing to happen. This is shocking especially as automated order edits is the key functionality their product advertises for Shopify integration.

Where it gets worse is that their technical support rep completely lied to me and told me the issue was fixed by doing a customer sync, but it did not fix the issue at all. They did not provide any details on what the issue was, how they fixed it, and what they tested. They just lied to me and said that it worked when it remains broken, and now I have to continue testing myself and reporting errors to them.

This tells you that their tech team is either not competent or does not care to fix high priority customer issues, which is why it's a 1 star. If you cannot fix tech issues, then lie to your customers just to close a ticket without helping them, then your tech team/support is just bad and doesn't care. It makes it feel like a scam. Your software cannot be trusted, and it calls into question the product at large and the (lack of) TLC that's going into it. I feel completely misled about this product and the false advertising that has taken place so far for me. This is a really bad experience as I have invested probably 36 hours of my time to get the guidance, macros, and rules set up only to be completely washed away by a horrific bug that their tech team has completely dismissed and lied to me about a "fix". Really, really disappointing and disrespectful to small/rapid growth businesses that cannot afford to sink and lose this many hours.

So happy we switched! Used Freshdesk for years and Gorgias is much better. The AI agent is great and handles many tickets without human intervention at all.

We use Gorgias for customer support, and the AI agent has been a huge help. In a recent case, the AI fully handled a missing-item inquiry, responded quickly, asked the right follow-up questions, and resolved the issue without needing human intervention. The customer left a 5-star satisfaction rating, which speaks for itself. It’s saved our team time while still delivering a great customer experience. Highly recommend for teams looking to scale support efficiently.

Gorgias has helped us automate our customer support, to the point where Q4 customer support requires very little hands-on time for our team. We have been supported by Gorgias every step of the way, and it can do everything we have asked of it. When the AI makes mistakes, their team works through the issues with us, and we always get the problem sorted!

This platform worked very well. They assisted us in setting up the AI agent functionality which took several weeks but turned out fantastically. Then they changed something, likely they degraded the LLM to save money. Suddenly our agent went from solving 95% of issues to failing in 100% of the cases. For example, it forgot what kinds of products we sell and started recommending unrelated items that we don't carry. It stopped being able to follow the logic that the Gorgias team wrote and so could no longer edit or cancel orders. It started promising things to customers that we cannot do. I've been trying to get in touch with support for 2 weeks now with these issues. I've tried reaching out to the team who built the Agent for me, but they don't offer support. I've tried working with their L2 support but response times are well over 36 hours and the issue is complicated enough that asking and answering questions with days between responses is never going to adequately identify the problem. I tried their regular chat support and they told me the code was sloppy and should be deleted- but they wrote the code. I'm left with no choice but to disable the agent because it's frustrating my customers with irrelevant responses, or worse promising that we will do something that we simply can't. It's very disappointing to see Gorgias opt to not support their product and to cheapen the service to this point. The few months of functioning AI Agent definitely convinced me of the value of this kind of thing. I'd be willing to pay close to a regular full time salary. But the Gorgias system isn't the right one because it's not supported. I know I'm not the only one with this problem. During the period I've been trying to get support the Gorgias support team has had to remove their own chat widget because they are being overwhelmed with requests. This is likely due to the failure of their system.