520 Gorgias Reviews
Overall Review Sentiment for Gorgias
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I like how easy it is to switch between social media, chats, and phone calls along with the easy access of apps like Shopify and Recharge from the customer's interaction window. I also enjoy how clear and crisp the phone connection continues to be. Review collected by and hosted on G2.com.
Adding macros to the repertoire can be somewhat inconvenient and I wish there were music or stimulation for the customers on the phone when I need to put them on hold. They get annoyed with the stark silence. Review collected by and hosted on G2.com.
Automation of tickets has been the most helpful for us. It's given our support team hours of their time back and has allowed them more freedom to help customers with harder requests. Review collected by and hosted on G2.com.
While the tagging system is great, it can sometimes apply too many automatic tags which in turn make it difficult to find a ticket at a later date. Perhaps that's more of a user error, but it can get a bit tricky when you're setting up automatic tagging then the ticket gets bucketed in a place you didn't expect Review collected by and hosted on G2.com.
All the integrations that seem to never end. Every quarter Gorgias is announcing new integrations to help all their clients with all the platforms we rely on. The Roadmap is a great community-driven way to take feedback and elevate the highest-demanded requests and prioritize upcoming additions. Review collected by and hosted on G2.com.
Not much really..
If I had to choose it might be that we can't, for now, show our company name in the caller ID on outbound phone calls.
I also would like to have a bit more transparency in the Revenue area, to be able to look at exactly which tickets drove which sales. Review collected by and hosted on G2.com.
It's very user-friendly and has tons of features for you to keep track of the statistics of all the agents as well as their workload. Review collected by and hosted on G2.com.
it doesn't currently allow you to place customers on hold or transfer calls but this feature is something the plan on implementing within the next couple of months. Review collected by and hosted on G2.com.
I love that I pay per ticket and not user seats. This enables me the flexibility to have many people on the team, including team members that only access the platform occasionally. A great incentive Review collected by and hosted on G2.com.
With inbound messages, there is a view at the top of the platform allowing you to access the most current 5 inbound messages received. This is problematic when wanting to restrict what some of the users see Review collected by and hosted on G2.com.
Ability to pull all customer communication channels into one platform. Very useful for teams managing multiple channels/stores across a number of agents. Further enables cross-working and shared views so that all members of the Customer Service team have insight into on-going customer situations. Constantly improving product offering and regular new features launched. Active community and weekly calls with Gorgias team for various learning opportunities and business updates. Well built out FAQs and responsive & helpful Support staff. Review collected by and hosted on G2.com.
Not all integrations are available, although the range is very wide and expanding regularly. Review collected by and hosted on G2.com.
I liked how supported the platform was and how many integrations the platform offered. The live chat functionality was perfect. Review collected by and hosted on G2.com.
No self service functionality the way that we wanted. We also could hardly ever get in touch with our rep. Review collected by and hosted on G2.com.
I like that you can merge customers and it's helpful to integrate social media channels with your regular email resolutions and responses in one place for customer service teams! Review collected by and hosted on G2.com.
There are far too many options for rules and channels even for the presets, it sets off confusion for teams who've never interacted with a CRM tool before. It's hard to tell what needs to be set up manually and what is automated via your AI tool. Review collected by and hosted on G2.com.
Having all of my tickets in one place makes for a concise workflow that is easily integrated into the day-to-day operations of the service shop. It seems more versatile than zendesk and of course paper tickets. Review collected by and hosted on G2.com.
There is no way to assign due dates to a specific ticket. It seemed like on my first experience, some things were running a bit slowly. I would like to see improvements in adding due dates to tickets. Review collected by and hosted on G2.com.
I love the support we get from Gorgias when it comes to make things easier for internal communications and reports, not to mention the way that all the tags help to organize the open tickets on customer service as well as those pending follow-ups from our company. Review collected by and hosted on G2.com.
I only wish there would be a bottom or option that offers us to export everything to excel, in a most complete way. Other than that, I'm happy with this great bussiness tool. Review collected by and hosted on G2.com.
