Gorgias Reviews & Product Details

The support I receive from Alex Theodore and the rest of the gorgias team is great. It feels like Gorgias listens to product, process improvement ideas and integrates them. I manage 7 different Gorgias accounts and find it easy to move back and forth between accounts. Review collected by and hosted on G2.com.

The actual support@gorgias.com is not quick and usually takes a few days or more to respond to me. If I provided that type of service to my clients, they would terminate our relationship. I'd like to see an expedited queue for large firms such as Cart.com to respond to my requests timely. Kind of like a Frequent flyer program, I receive perks from American Airlines because of how much business I provide them, I'd like something similar from Gorgias Review collected by and hosted on G2.com.

Gorgias is a CRM tool built FOR CX BY CX. That’s huge in the CX space, especially when we’ve so often had to bend our operations to fit tools designed for Sales. Our transition from Salesforce to Gorgias was a breeze, since it integrates so seamlessly with Shopify. On top of that, we no longer depend on developers; instead, we can empower our team to build out backend workflows and customer-facing self-service tools, and elevate the customer journey in a way that truly fits both our customers and our agents. I also LOVE how Gorgias focuses on building out community in CX. Review collected by and hosted on G2.com.

Excited to see the insight capabilities grow. Gorgias is GREAT at listening to customer feedback, and I know this has been a hot topic from users for a minute. Hoping to see advancements similar to VoC tools. Review collected by and hosted on G2.com.

What I like best about Gorgias is how seamlessly it centralizes customer support while allowing us to scale through automation. The AI Agent has been especially valuable in handling product inquiries and shopping assistance, providing personalized recommendations, linking directly to products, and maintaining strong CSAT performance without manual intervention.

Beyond AI, the Shopify integration is extremely powerful. Being able to see order data, issue refunds, edit orders, and manage tickets directly within one platform significantly improves efficiency for our team. The ability to build macros, rules, and custom views also allows us to tailor workflows to match operational needs rather than forcing a rigid support structure.

From an operations perspective, the reporting and automation insights give us visibility into interaction volume and performance trends, which helps with forecasting and planning. It’s a strong balance of customer experience and backend control. Review collected by and hosted on G2.com.

The AI Agent is powerful, but the training and knowledge base configuration can be complex. There are a lot of rule nuances and automation layers that require careful setup, and the learning curve can be steep when optimizing for more advanced use cases. More streamlined documentation or clearer guardrails around rule logic would improve the experience. Review collected by and hosted on G2.com.

Gorgias has streamlined our entire support workflow by centralising email, chat, and social tickets into one view, while its automation rules, macros, and Shopify integration save us hours each week and let the team focus on higher-value customer interactions instead of repetitive admin. Review collected by and hosted on G2.com.

Gorgias is a fantastic platform overall, and while some of the more advanced automation and reporting features can take a bit of fine-tuning to get exactly right, the team is constantly improving the product and the overall value it delivers more than outweighs any small learning curves. Review collected by and hosted on G2.com.

Great integrations with tech stack, very reliable and great connections to multiple communication channels. We love the customisation and statisics plus the AI chatbot is a good new addition Review collected by and hosted on G2.com.

It can be complex and some of the reporting is not 100% to how we would want it. The Chatbot AI is good but some improvements could be made to the analytics and identifying questions that the AI struggled on to keep refining it. Review collected by and hosted on G2.com.

I find Gorgias incredibly valuable as it seamlessly handles our help desk needs, particularly for its ease of implementation and excellent integration with Shopify. The setup process was straightforward, thanks in part to the user-friendly UX, which made getting started a breeze. With Gorgias, managing our customer service has become much more organized and less hectic, allowing specific agents to handle email threads effectively, rather than dealing with a chaotic shared inbox as we did before. The platform's ability to keep conversation threads intact and assign them to designated agents has drastically improved our workflow. I greatly appreciate the search functionality for customers and the integration capabilities with Shopify, which make it effortless to maintain organized communication. If I transition to another company that requires a help desk solution linked to Shopify, Gorgias would be my top choice due to its robustness and the benefits we've experienced. Review collected by and hosted on G2.com.

I find the integration with Aircall to be problematic. It seems to be competing with the voice or VoIP product, which suggests that the features are not fully compatible. This competition limits what the Aircall integration can do, potentially because Gorgias is trying to promote their own product over others. Review collected by and hosted on G2.com.

I like the analytics most, as it gives us upfront data on where we can improve. It makes Gorgias valuable because it allows us to see how customer service outreach is growing, how often customers ask about the same issues, and overall how quickly and efficiently we are answering customer service tickets. There was also an easy setup process. Review collected by and hosted on G2.com.

I feel like the user interface could be easier and cleaner; sometimes it is difficult to understand or navigate the platform. I also believe the AI could improve or provide response suggestions that you could click to confirm before sending to the customer. Review collected by and hosted on G2.com.

For me, Gorgias is an incredibly convenient helpdesk solution for eCommerce businesses, thanks to its powerful integration with platforms like Shopify, Magento, and BigCommerce. Its ability to centralize customer support across email, live chat, social media, and SMS into one intuitive dashboard saves time and streamlines workflow. Features like automated responses, intent detection, and macros allow teams to handle high volumes of inquiries quickly without sacrificing personalization. The platform's deep integration with order data also means agents can issue refunds, edit orders, and track shipments directly from the helpdesk, eliminating the need to switch between apps. Overall, Gorgias makes managing customer support faster, more efficient, and perfectly tailored for online retail. Review collected by and hosted on G2.com.

I dont have any disliking experience with Gorgias so far, and I hope will not! :) Review collected by and hosted on G2.com.

I find Gorgias extremely helpful because it puts all tickets in one place and streamlines our customer service. The platform itself is clear and easy to use and sections out all channels, which allows certain staff members to handle each channel effectively. The initial setup of Gorgias was very easy too. Review collected by and hosted on G2.com.

I would love more stats on common issues - how many delivery related tickets etc. Review collected by and hosted on G2.com.

I like how easy it is to navigate through the options. I belong to a company that runs many e-commerce brands, so integrating each brand was pretty simple.

It's also helpful when we assist the customers, especially with all the widgets that allow you to use many features, from canceling an order to editing an order to duplicating, refunding, etc. Using Gorgias on a day-to-day basis has simplified the whole customer experience. Setting up rules has also helped streamline tickets that need more urgent care. My overall experience with the tool has been a good one. And I've used my fair share of CRMs that don't come close to what Gorgias has to offer. Review collected by and hosted on G2.com.

The analytics, from a team leader's perspective, can be a bit challenging. Whenever I have to share the agent's metrics, it's a bit more technical than what the customer support agents are used to. Review collected by and hosted on G2.com.