Gorgias Reviews & Product Details - Page 11

The graphic interface makes it easy to manage. The views and rules automate the process and allow us to help our customers in a much more efficient way. I also enjoy the way statistics are displayed. Building up reports using this information is quite easy. Review collected by and hosted on G2.com.

I don't like that there is no log of who makes changes as in closing tickets. I also don't like that surveys cannot be modified. We have received several surveys with bad ratings by mistake that have affected our metrics, and we cannot have customers update these. Review collected by and hosted on G2.com.

Gorgias has a nice workflow, it's nice having all communication and details for a given order or issue all in one place and being able to link to things like Slack using Zapier. Review collected by and hosted on G2.com.

There is no follow-up function similar to Zendesk that allows you to see what tasks are still opened or need to be followed up on to ensure nothing falls through the cracks. This is pretty critical for CS or Operations tool. Also missing some reporting and data tracking capabilities to ensure we can leverage the data at our finger tips to find other areas to improve or measure ourselves internally. Review collected by and hosted on G2.com.

The modern look and feel of the platform. Macros + Rules are very easy too add as well. Review collected by and hosted on G2.com.

It seems like a work in progress. Yes, all tech is constantly being improved, but Gorgias seems to be in its infancy when compared to Zendesk. At my last brand, I went a year and a half and NEVER needed Zendesk Support.

You should be able to not send Satisfaction surveys for certain tags. Also, the Satisfaction survey should be more customizable in terms of the subject line. Review collected by and hosted on G2.com.

The best thing about Gorgias it saves time from opening too many apps. It allows you to access all information in one helpdesk. Like Shopify is connected, your website is connected, you can connect FB & IG, and so many more! They mentioned you can integrate up to 150 accounts. Mindblowing Review collected by and hosted on G2.com.

The only thing I don't like personally is sometimes it can be confusing and I feel like there are too many functions. If we can simplify it with a better look, it will be a great update. Review collected by and hosted on G2.com.

All your customer touch points can be fed into one platform, saving your customer service team from having to go in and out of multiple platforms or customers receiving different response times depending on their method of communication. Review collected by and hosted on G2.com.

The mobile app is not as comprehensive as the desktop version if you are often on the go, if you are heavily phone based this is still an evolving feature within Gorgias, it is improving at pace but may not offer all the features you need right now. Review collected by and hosted on G2.com.

Gorgias has helped automate and streamline all of our customer touchpoints across e-mail and socials. This has allowed our small team to deal with thousands of e-mails and messages in the most efficient manner. The Shopify integration allows all information to be displayed right in the portal and the majority of issues can be resolved without having to leave the Gorgias portal. We utilize a subscription service and Gorgias integration with it also allows us to manage subscriptions right from the portal. Review collected by and hosted on G2.com.

Something I have noticed is that sometimes emails get filtered out by spam detection rules so sometimes tickets are missed entirely and require customers to reach out multiple times. I understand this is WIP and a lot of this can fall in your actual e-mail filters, but just something to note. Review collected by and hosted on G2.com.

I love the fact that you almost never leave the platform and you can perform almost every action directly from Gorgias, just an amazing platform and it's totally worth. Review collected by and hosted on G2.com.

I'm so lucky that I can say that I love your platform and that there's nothing I actually dislike. Review collected by and hosted on G2.com.

I love the interface of Gorgias and how easy it is to navigate to each available feature of Gorgias. Being able to see a comprehensive view of the customer, reference pre-written macros, and even snoozing tickets are just some of the few features from Gorgias that I love. Review collected by and hosted on G2.com.

There are a few small tweaks that I think could really elevate Gorgias. Being able to "undo" other actions like creating an internal note, merging tickets, etc. would be nice to undo in case we make a mistake. I also think that tags could be streamlined and organized a little better. Review collected by and hosted on G2.com.

I love that Gorgias has the ability to show all the information in one spot. Not only can I see the customers info, but the amount of orders and for how much. Gorgias also tracks all emails and holds closed out emails so I can always go back when a customer is making a claim Review collected by and hosted on G2.com.

Sometimes the settings can be finicky, sometimes our chats will not be in their section. Wish Gorgias could recognize when people are writing from the same ip address just under a different email Review collected by and hosted on G2.com.

I love that you have all platforms at one spot, instead of different programs for chat, calls and emails. It's simpler and it doesn't feel as cluttered as I don't have so many tabs opened. Review collected by and hosted on G2.com.

When having abusive chats, I wish there was a way to ban users. Also, when doing emails, I also wish there was a delete email option, as sometimes emails will bounce back, and I would like the option to simply delete the email. Review collected by and hosted on G2.com.