Gorgias Reviews & Product Details - Page 13

Super easy to use and onboard new team members. The ability to tag tickets and report on those tags has been very helpful in actioning on trends in inquiries. Review collected by and hosted on G2.com.

The sidebar nav can be overhwhelming to new team members. It would be nice to emphasize the Open Tickets section as well as the open Live Chat section so team members can quickly see what needs to be taken care of. Review collected by and hosted on G2.com.

I love the Shopify integration--it makes customer info readily available. It's also great to be able to see a customer's full ticket history in one place instead of searching for past conversations. Review collected by and hosted on G2.com.

Open tickets can be tricky to keep track of at times. I don't receive any notification when a customer has replied or when a ticket has been reopened by a customer. Review collected by and hosted on G2.com.

The automated Ticking assigning is a great feature. Review collected by and hosted on G2.com.

We are still navigating Gorgias, however, we do feel for how big Gorgias is it should have more personalized and customizable options. Such as Hyperlinks and more customizable reporting. The capability of BCC within an email is a big thing for us along with the small File size allowed is a bit frustrating that we have had to make small workarounds for. we absolutely love our CS rep assigned to us, however, we wish that we had this person during the beginning steps of setting up our account. We would be lost without Natalie and she has been our fairy godmother to Gorgias, we just wish we had her from the beginning. Review collected by and hosted on G2.com.

I love the user-friendly interface. It was relatively easy for our team to switch to Gorgias from our previous program, LiveAgent. The tutorial videos for the agents to watch were super helpful too! Review collected by and hosted on G2.com.

There are a few things that I do not like. I do not like how once you are done with a ticket, it automatically opens up the next ticket for you. I would prefer an option in settings to either go to the next ticket or to go back to the section you were in.

When searching for macros to update them, I usually use a keyword in the search box to bring up all the macros that I need to edit. After editing a macro, instead of bringing me to the search page that I was just on, I have to do the search all over again from the start. It wastes time and is very frustrating.

I wish that there was the ability to create time rules or SLA rules. For companies who use Amazon a lot, this is particularly helpful. Review collected by and hosted on G2.com.

Gorgias is user friendly, and it's very easy to manage and train a team using this platform. The integrations help us manage customers' information from one place - It's a time saver. Review collected by and hosted on G2.com.

The only thing I don't like is the phone features, but I understand the Gorgias team is working tirelessly to improve it by the next quarter. I can't wait to see the changes. Review collected by and hosted on G2.com.

I like that the program is fully integrated with Shopify and that I can create refunds and new orders directly in tickets. The streamlining is extremely helpful with regard to saving some time swapping in between many tabs. Review collected by and hosted on G2.com.

Personally, I feel that the design is a little cluttered. There is a lot to look at. I miss having a play mode where I can enter a ticket and it plays through every open ticket in the box I'm working on. Review collected by and hosted on G2.com.

Shopify integration with Gorgias helps to become a one-stop shop for assisting customers. Review collected by and hosted on G2.com.

Further integration of social medias to utilize some of their "Like" functions and tagging customers in a thread could help. Review collected by and hosted on G2.com.

Gorgias allows us to compile all of our communications, both in house, and with our customers via Instagram, Facebook, email and direct message. It's easy to use, easy to set up and works for us! Review collected by and hosted on G2.com.

There are quite a few updates / can be issues with integrations which lead to issues delivering our best customer service to customers. Thankfully these are generally resolved quickly and we can then get back to doing what we do best! Review collected by and hosted on G2.com.

I Like that you can see all your notifications in one place and nothing goes unresolved. It makes it so much easier to help our customers. I'm really enjoying the ease of it. Review collected by and hosted on G2.com.

There's nothing that I can think of that I don't like. I really think the program is a really efficient way to conduct our business and get better communication with our customers. Review collected by and hosted on G2.com.

I find super helpful the Customer Service contact, they always replied in time and with complete solutions. I appreciate that Gorgias is open to suggestions from an user view. I think the interface is easy to understand. Review collected by and hosted on G2.com.

I believe there are a few details that make your experience as customer service more comfortable. I have already made some suggestions from my insight: Would be great to hear the sounds of the chat on the computer, when the headset is connected.

As well, there would be an option to cancel the email sent in a time frame of 10 seconds.

It's really uncomfortable the filter of the tickets, it doesn't save the set up of "older tickets" once they are answered. I need to be updating it all the time, which results in being annoying and a waste of time.

It takes quite long to update. Review collected by and hosted on G2.com.