520 Gorgias Reviews
Overall Review Sentiment for Gorgias
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Im able to answer all my customer tickets so fast and organize them. So there is never an issue with unanswered tickets and it is all done so fast that my customers are really happy. Also it helps so much to be able to control everything with tags. For me the most important thing is being able to spend as little time as possible on customer service, Review collected by and hosted on G2.com.
Well... Gorgias is one of very few software I use that nothing really bothers me. But my lack of knowledge and understanding is probably what would fall under this category. Im having hard time understanding how to create rules. But i do see the endless potential these so I think i could love it even more when I master that. I mean I use it to answer tickets in Icelandic and Gorgias can pre-write what Im about so write. ICELANDIC.. nobody speaks the language except few people os Idk.. maybe it would be better if it could auto reply all my tickets hahaha
Sorry but this is exceptionally good question but Im having hard time answering Review collected by and hosted on G2.com.
Super easy installtion within the Shopify ecosystem and wide array of integrations to provide a holistic picture of the customer and provide a easy support and customer relationship management solution. Review collected by and hosted on G2.com.
Nothing missing so far and new additions added on an ongoing basis to offer new features that we did not even consider before. So far they have added capabilities that gave us new options we had not even thought about before. Review collected by and hosted on G2.com.
I like the fact that I have access to view and edit the tags and macros separately. I can add tags to the macros, but I can also add additional tags to tickets as we see fit, which is nice to have. Review collected by and hosted on G2.com.
I dislike that tags might not necessarily follow a set order or hierarchy that would lead to understanding what happened throughout the lifecycle of a ticket. That would be helpful. Review collected by and hosted on G2.com.
I like how Shopify information is brought into customer interactions since it makes checking previous and current orders much easier. Organizing different emails as views has helped separate Notify Me pre-order information, appointments, and daily inquiries. Review collected by and hosted on G2.com.
I feel like there's excess business on screen. Prioritization isn't intuitively apparent at a glance. I also haven't found the automated tags especially helpful. They seem to clutter cases with unnecessary information. I wish tagging coworkers in a case would make a notification on Gorgias instead of just an email notification. Review collected by and hosted on G2.com.
We made the switch to Gorgias for the deep Shopify integration, easy-to-use interface, and interactive support from the Gorgias team. The Self Service portal and statistics are amazing, and our stats have only improved since making the switch! Review collected by and hosted on G2.com.
The things that we're missing are Native SMS, better notification sounds/settings, and routing rules - but we're managing in the meantime and confident Gorgias will get there! Review collected by and hosted on G2.com.
Chat is very helpful, but our acct manager, Patrick V, is always eager to teach us something new and help us strengthen our account. Review collected by and hosted on G2.com.
The only thing I would like to change is the ability to be able to edit who wants to receive a follow-up email after a ticket has been closed. Customers who are asking to be removed from email communications are sent a follow-up email asking how the service was and they can sometimes get frustrated. In order to help them, we have to ask more questions to figure out what email they received and they don't want to engage, let alone leave a positive review. Review collected by and hosted on G2.com.
Super intuitive to get the account set up and users trained. We've got a couple core macros that really help streamline customer service tasks for our business. Review collected by and hosted on G2.com.
Some of the rules can be a bit tricky to figure out. Support (we use the chat regularly and it's helpful) is generally able to help us, but oftentimes they don't even know why the new solution worked or original didn't. Review collected by and hosted on G2.com.
I like that you are able to combine so many things into one platform. Getting to see the customer journey from all the different touchpoints really gives us new insights. Review collected by and hosted on G2.com.
Getting used to the new interface when doing things on social. Like checking DMs, it is weird to have to click a story to open up in a new tab when we are tagged in it instead of being able to see it in the conversation. Review collected by and hosted on G2.com.
Gorgias allows us to help more customers, faster. Period! Review collected by and hosted on G2.com.
The CHAT feature isn't usable for our team because there isn't an option to change the alert tone or to make it louder. Our team multitask so they are not always sitting at their desk, waiting for chats. Instead we use TAWK. Review collected by and hosted on G2.com.
Convenience. Gorgias handles all of our platforms fairly easily and without duplication issues for multiple users Review collected by and hosted on G2.com.
Integration with Shopify has caused some stock issues as stock is not counted when ordering out of Gorgias. Also, items out of stock are available when using the app Review collected by and hosted on G2.com.
