Gorgias Reviews & Product Details - Page 6

Gorgias makes customer service simple. Much more than a ticketing platform. Multiple integrations with apps, make the full customer experience easy and accessible. Review collected by and hosted on G2.com.

Gorgias' calls need some work - no statistics are available. It would be nice to be able to check agents phone status, how many calls, breaks etc. Review collected by and hosted on G2.com.

I love that I no longer have to go into our system to check a customer's order information- it is right at my fingertips within Gorgias. Another big perk is the level of automation. Tickets are auto-assigned, rules are set, and macros/templates are there to make our lives so much easier. Review collected by and hosted on G2.com.

So far, I have yet to find a downside. The system is very user-friendly! The way it's going, I highly doubt I will have any complaints at all. All of my coworkers seem to agree, as well. Review collected by and hosted on G2.com.

Gorgias seems to be growing at the same rate our company is. As we find ourselves needing new features, Gorgias seems to be implementing them, or if not, they usually are working on it! Review collected by and hosted on G2.com.

Sometimes new features aren't fully where we'd like them to be, or exactly as customizable as we'd like. For instance, the help center's self-service function is really cool, but when it creates a ticket it doesn't allow for the created message to have na email signature. Would be nice to keep things on brand that way! Review collected by and hosted on G2.com.

We love how you can integrate everything into one location. We no longer need to log into 7 platforms to talk to our customers but can do it all from one spot. The best part- we can see their orders, reach out history, change information, and resolve their concerns in one platform. You can assign tickets to fellow employees. This literally took away the need for multiple employees and made it where we can have 2 people handle it all at a rapid pace to get back to our customers quickly. The macros we are able to customize allow us to respond quickly, personally, yet speed through common replies. We can't say enough great things about Gorgias! Review collected by and hosted on G2.com.

We cant think of anything we dislike about gorgias! Review collected by and hosted on G2.com.

The support they offer to customers is top-notch. The small team is super scrappy and impressive, allowing the ability to add new features & integrations quickly. Review collected by and hosted on G2.com.

We are a subscription-based service, so many of the features/integrations are not applicable to us as we do not have the ability to "sell" to the folks finding themselves reaching out to us. Many new features focus on increasing revenue. Review collected by and hosted on G2.com.

Gorgias makes my job so easy. It is so nice to have everything in one place! I love the integration with Shopify and being able to see all of the customer's orders within the Gorgias interface. It saves me time from having to jump around from site to site. Review collected by and hosted on G2.com.

When I set myself to away on chat, customers can still send us chats which is one of the only things I dislike. I want it to appear that they can't send us a chat if we're offline so that they don't think we're ignoring them Review collected by and hosted on G2.com.

The most helpful thing for me is that I have access to so much customer information all in one place, as opposed to shifting around tabs for that info, which was our previous situation. Review collected by and hosted on G2.com.

My only current concern is that my team and I have to go "available" at the exact same time in order for tickets to round robin us evenly. I'm not sure how something like this could be improved and I understand why it functions the way it does. Review collected by and hosted on G2.com.

As a fully functioning CRM you may customize the software to work for you. By creating folders for accounts, everything is organized. Having the ability to leave internal messages for teammates while still emailing customers via their ticket keeps work extremely organized so that everyone can help anyone. Review collected by and hosted on G2.com.

Gorgias is a little bit clunky when finding old/snoozed messages. Overall, I think the search function could be improved. Also, if there was a way to link the same customer tickets together before merging them, that would be rad. Sort of like a customer history. Review collected by and hosted on G2.com.

Out-of-the-box functionality is awesome including algorithms that process email subjects/body and provide scoring. Training material is competitive with leaders in online training, and implementation/configuration was easy with Shopify, Facebook/Instagram, Klaviyo, Aircall, and multiple mailboxes. Review collected by and hosted on G2.com.

The algorithms to measure/score sentiment are fixed and not customisable. This makes it either a "yes it works I'll leave it on" or "no it's not working well enough I'll turn it off" instead of "can we edit this part to score our customer sentiment better". Review collected by and hosted on G2.com.

We like that all of our customer interactions are now in one place so they can easily be tended to. This helps ensure that all of our customers are tended to and is helping convert customers by being able to quickly respond to their purchase inquiries. Review collected by and hosted on G2.com.

We dislike that the emails cannot be marked as 'read' in Gmail but understand that Gorgias can not have full access to a Gmail account that does not belong to them. Review collected by and hosted on G2.com.