--- title: Gorgias Reviews meta_title: 'Gorgias Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 568 reviews by the users' company size, role or industry to find out how Gorgias works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 568 scale: '5' date_modified: '2026-08-13' parent_category: name: E-Commerce url: https://www.g2.com/categories/e-commerce --- # Gorgias Reviews **Vendor:** Gorgias **Category:** [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms) **Average Rating:** 4.6/5.0 **Total Reviews:** 568 ## About Gorgias Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries throughout the entire customer journey. Gorgias's AI Agent acts as a super-agent on the brand's team, driving conversations with customers at the right time and on the right channel—from editing orders and managing subscriptions to providing AI-powered product recommendations. Thanks to advanced ecommerce and channel integrations, Gorgias provides a single, streamlined platform where customer assistance is hyper-personalized and ticket resolution happens instantly. Gorgias unlocks the power of conversations, helping brands build lasting customer relationships, improve efficiency, and drive more sales. ## Gorgias Pros & Cons **What users like:** - Users praise the **ease of use** of Gorgias, enjoying seamless integration across multiple communication channels for efficient management. (28 reviews) - Users praise Gorgias for its **seamless integrations** with multiple platforms, enhancing customer support efficiency and management. (24 reviews) - Users love the **seamless integration and easy customization** of Gorgias, enhancing their customer support efficiency. (18 reviews) - Users love the **easy integrations** of Gorgias, streamlining customer support across multiple platforms effortlessly. (17 reviews) - Users value Gorgias for its **instant responses and efficient ticket management** , significantly enhancing customer support workflows. (17 reviews) - Efficiency (16 reviews) - Users value the **excellent customer support** provided by Gorgias, enhancing efficiency and simplifying the support process. (15 reviews) - Automation (13 reviews) - Time-saving (12 reviews) - Automation Features (11 reviews) **What users dislike:** - Users find the **learning curve** challenging during setup, requiring time for training and flow adjustments. (8 reviews) - Users find Gorgias **too expensive** and wish for more affordable options or integrated AI services. (7 reviews) - Users find the **limited connectivity to channels** and basic reporting features to be a significant drawback of Gorgias. (7 reviews) - Users find the **ticketing issues** with Gorgias problematic, particularly with high add-on charges and persistent glitches. (7 reviews) - Users feel the **lack of robust reporting features** in Gorgias limits their ability to analyze customer interactions effectively. (6 reviews) - Users find the **limited features** of Gorgias insufficient for growing businesses, hindering their operational efficiency. (6 reviews) - Users face a **steep learning curve** with Gorgias, requiring time to train and optimize the platform effectively. (6 reviews) - Inadequate Reporting (5 reviews) - Integration Issues (5 reviews) - Poor Reporting (5 reviews) ## Gorgias Reviews ### 1. Gorgias Review **Rating:** 3.5/5.0 stars **Reviewed by:** Pete B. | Director, Supply Chain, Logistics and Reverse Logistics, Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2022 **What do you like best about Gorgias?** Gorgias has a nice workflow, it's nice having all communication and details for a given order or issue all in one place and being able to link to things like Slack using Zapier. **What do you dislike about Gorgias?** There is no follow-up function similar to Zendesk that allows you to see what tasks are still opened or need to be followed up on to ensure nothing falls through the cracks. This is pretty critical for CS or Operations tool. Also missing some reporting and data tracking capabilities to ensure we can leverage the data at our finger tips to find other areas to improve or measure ourselves internally. **Recommendations to others considering Gorgias:** Make sure Gorgias has the integrations with other solutions that you want to use before implementing. **What problems is Gorgias solving and how is that benefiting you?** Gorgias is mainly serving as a CRM lite solution for us to address major customer issues, tracking customer responses, chat time responses, etc. and ensuring we have one point of reference for our customer service tickets. ### 2. Needs fine-tuning. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Cosmetics | Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2022 **What do you like best about Gorgias?** The modern look and feel of the platform. Macros + Rules are very easy too add as well. **What do you dislike about Gorgias?** It seems like a work in progress. Yes, all tech is constantly being improved, but Gorgias seems to be in its infancy when compared to Zendesk. At my last brand, I went a year and a half and NEVER needed Zendesk Support. You should be able to not send Satisfaction surveys for certain tags. Also, the Satisfaction survey should be more customizable in terms of the subject line. **Recommendations to others considering Gorgias:** I think Gorgias has the potential to be the best, the question is if they're willing to make the investments and make it a more seamless platform. I never realized how well Zendesk had their stuff together until having to work with a CRM that doesn't. **What problems is Gorgias solving and how is that benefiting you?** - When doing the reporting on tags, if you unselect the tag, it should remove it from all reporting. ### 3. The best helpdesk! **Rating:** 5.0/5.0 stars **Reviewed by:** Mary Kaye D. | Customer Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 15, 2022 **What do you like best about Gorgias?** The best thing about Gorgias it saves time from opening too many apps. It allows you to access all information in one helpdesk. Like Shopify is connected, your website is connected, you can connect FB & IG, and so many more! They mentioned you can integrate up to 150 accounts. Mindblowing **What do you dislike about Gorgias?** The only thing I don't like personally is sometimes it can be confusing and I feel like there are too many functions. If we can simplify it with a better look, it will be a great update. **What problems is Gorgias solving and how is that benefiting you?** Definitely, efficiency. ### 4. One stop platform that evolves at speed for modern ecommerce **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2022 **What do you like best about Gorgias?** All your customer touch points can be fed into one platform, saving your customer service team from having to go in and out of multiple platforms or customers receiving different response times depending on their method of communication. **What do you dislike about Gorgias?** The mobile app is not as comprehensive as the desktop version if you are often on the go, if you are heavily phone based this is still an evolving feature within Gorgias, it is improving at pace but may not offer all the features you need right now. **Recommendations to others considering Gorgias:** Offers great value especially as not paying per user like some other platforms **What problems is Gorgias solving and how is that benefiting you?** Gorgias is saving hours of our customer service team time by not having to go in and out of multiple platforms, it also provides some great statistics on performance capturing all the integrated touchpoints. ### 5. Gorgias is such an asset for any Shopify Store **Rating:** 4.5/5.0 stars **Reviewed by:** Irvin M. | Ecommerce Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2022 **What do you like best about Gorgias?** Gorgias has helped automate and streamline all of our customer touchpoints across e-mail and socials. This has allowed our small team to deal with thousands of e-mails and messages in the most efficient manner. The Shopify integration allows all information to be displayed right in the portal and the majority of issues can be resolved without having to leave the Gorgias portal. We utilize a subscription service and Gorgias integration with it also allows us to manage subscriptions right from the portal. **What do you dislike about Gorgias?** Something I have noticed is that sometimes emails get filtered out by spam detection rules so sometimes tickets are missed entirely and require customers to reach out multiple times. I understand this is WIP and a lot of this can fall in your actual e-mail filters, but just something to note. **What problems is Gorgias solving and how is that benefiting you?** We have a slim team and Gorgias allows us to make more meaningful insights as they are able to see current pain points from e-mail tickets while seeing how customers are reacting in real time on social all in one place. ### 6. Just Amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Bruno L. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2022 **What do you like best about Gorgias?** I love the fact that you almost never leave the platform and you can perform almost every action directly from Gorgias, just an amazing platform and it's totally worth. **What do you dislike about Gorgias?** I'm so lucky that I can say that I love your platform and that there's nothing I actually dislike. **What problems is Gorgias solving and how is that benefiting you?** Tha main issue with our old business platform was that we needed to change page and open different platforms at the same time and that took out a lot of time, now we don't have to bother about that anymore! ### 7. This Platform Brings Your CX to the Next Level **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2022 **What do you like best about Gorgias?** I love the interface of Gorgias and how easy it is to navigate to each available feature of Gorgias. Being able to see a comprehensive view of the customer, reference pre-written macros, and even snoozing tickets are just some of the few features from Gorgias that I love. **What do you dislike about Gorgias?** There are a few small tweaks that I think could really elevate Gorgias. Being able to "undo" other actions like creating an internal note, merging tickets, etc. would be nice to undo in case we make a mistake. I also think that tags could be streamlined and organized a little better. **What problems is Gorgias solving and how is that benefiting you?** One of the most impactful solutions Gorgias has is allowing us to automate regular questions but still include our voice in the message to keep it personable. This has cut our response time in half and frees up more time in our day to work on other projects. ### 8. Making customer service seamless **Rating:** 5.0/5.0 stars **Reviewed by:** Eliza M. | Brand manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2022 **What do you like best about Gorgias?** I love that Gorgias has the ability to show all the information in one spot. Not only can I see the customers info, but the amount of orders and for how much. Gorgias also tracks all emails and holds closed out emails so I can always go back when a customer is making a claim **What do you dislike about Gorgias?** Sometimes the settings can be finicky, sometimes our chats will not be in their section. Wish Gorgias could recognize when people are writing from the same ip address just under a different email **Recommendations to others considering Gorgias:** use it! will make your life easier **What problems is Gorgias solving and how is that benefiting you?** Solving problems of getting back to customers promptly. Has helped to make customers' experience better by being able to talk to the experts they need by assigning the question. Macros are incredibly beneficial as the same questions are asked all the time. ### 9. Easy and useful program **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** August 13, 2022 **What do you like best about Gorgias?** I love that you have all platforms at one spot, instead of different programs for chat, calls and emails. It's simpler and it doesn't feel as cluttered as I don't have so many tabs opened. **What do you dislike about Gorgias?** When having abusive chats, I wish there was a way to ban users. Also, when doing emails, I also wish there was a delete email option, as sometimes emails will bounce back, and I would like the option to simply delete the email. **What problems is Gorgias solving and how is that benefiting you?** Not having so many tabs opened at once as it is all platforms together. I also love that you can see all the customer's information on the right side when emailing them ### 10. Fun and easy interface **Rating:** 4.5/5.0 stars **Reviewed by:** Miranda S. | Customer Service Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** April 25, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **What problems is Gorgias solving and how is that benefiting you?** A lot of orders and account information changes. I find that my company benefits greatly from using this service because of its ease of use, quick response time of bots in chat and being able to quickly access information for them without issue. ### 11. Gorgias has been a great help to our company! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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 **What problems is Gorgias solving and how is that benefiting you?** Gorgias is solving our need for cross team communication. It's fantastic to be able to tag someone outside of the service team and escalate a ticket up to the proper person to take care of it. ### 12. Top-notch **Rating:** 5.0/5.0 stars **Reviewed by:** Charlie P. | OneBlade VP of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** April 07, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **Recommendations to others considering Gorgias:** Leave ZenDesk! **What problems is Gorgias solving and how is that benefiting you?** Meeting customers exactly where they are. Every ticket from an existing customers shows us all the info on that customer right there without having to go find it. ### 13. Very User friendly and constantly getting better! **Rating:** 4.0/5.0 stars **Reviewed by:** Kirsten B. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **Recommendations to others considering Gorgias:** Watch some videos on how to use it. It is really easy but will appear overwhelming without instruction! **What problems is Gorgias solving and how is that benefiting you?** Damaged packages, status updates, regular product and shipping questions, and placing phone orders. Very user-friendly and easy to navigate. I can easily help customers quickly as well as give them the best service available all with one program! ### 14. Great customer service, pay per ticket not user seats **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Individual & Family Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2022 **What do you like best about Gorgias?** 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 **What do you dislike about Gorgias?** 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 **Recommendations to others considering Gorgias:** Check out the documentation on the product, there are lots of helpful tips. Ask your questions one at a time to customer service **What problems is Gorgias solving and how is that benefiting you?** After 3 days of closing a ticket a new message from the customer comes in as a different ticket. For our workflow we need to have a continuous flow. There is the ability to merge tickets, however this becomes problematic when the customer has connected with us on multiple FB pages. You can't view the page name without going into each ticket and it is possible to accidentally merge conversations from 2 separate FB pages together! Eek It is also not possible to merge any tickets from Instagram, this is problematic ### 15. Central hub for all customer communications, automate, analyse and level up your customer service! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** Not all integrations are available, although the range is very wide and expanding regularly. **Recommendations to others considering Gorgias:** Look at what channels and services you use the most and see how these can integrate with Gorgias **What problems is Gorgias solving and how is that benefiting you?** Improved customer service by offering increased communications channels with an increased response time. Further support remote work by enabling daily functions to be handled via Gorgias (email, social, chat, VoIP). ### 16. It was great but ultimately after a long trial run we went with another company **Rating:** 3.0/5.0 stars **Reviewed by:** Zach W. | Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Gorgias?** I liked how supported the platform was and how many integrations the platform offered. The live chat functionality was perfect. **What do you dislike about Gorgias?** No self service functionality the way that we wanted. We also could hardly ever get in touch with our rep. **What problems is Gorgias solving and how is that benefiting you?** Gorgias was helping us connect with our customer through livechat and through email. It served these purposes very well. ### 17. Too functional **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Small-Business (50 or fewer emp.) **Reviewed Date:** August 02, 2022 **What do you like best about Gorgias?** 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! **What do you dislike about Gorgias?** 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. **What problems is Gorgias solving and how is that benefiting you?** Its solves the issue of keeping customer centric info all in one place and makes responding much more efficient in the world of chat bots and same day shipping ### 18. Concise and Informative **Rating:** 5.0/5.0 stars **Reviewed by:** Tanner D. | Rental and Services Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **Recommendations to others considering Gorgias:** Do the research ahead of time as to how the software works. **What problems is Gorgias solving and how is that benefiting you?** I am utilizing gorgias to manage my tune shop tickets. Currently, we are using paper tickets and are lacking in analytics capabilities and the ability to look back at a customer history. ### 19. Excellent tool for business!! **Rating:** 5.0/5.0 stars **Reviewed by:** Bernice C. | Office Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 18, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **What problems is Gorgias solving and how is that benefiting you?** We needed to find out the orders that needed to file a claim on their shipping for many reasons and we found the tags are great for this specific task. We know if something is missing, broken or deffective. ### 20. Great for small teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **Recommendations to others considering Gorgias:** This is a great platform for a smaller team, and the cost is appropriate. I would consider the reporting capabilities, as it's easy to pull data from here for a weekly report. **What problems is Gorgias solving and how is that benefiting you?** We needed a solution to handle incoming customer issues and inquiries. This was easy to implement and understand. Our service agents are able to efficiently resolve tickets at scale, which is pretty amazing. ### 21. A great transition! **Rating:** 4.5/5.0 stars **Reviewed by:** Shannon W. | Customer Support Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **Recommendations to others considering Gorgias:** The training materials they offer are definitely a great resource when getting started--especially the hands-on courses. These allow you to simulate clicking around the website itself. **What problems is Gorgias solving and how is that benefiting you?** Being able to see the entire ticket history for a customer in one place is very helpful. It has decreased the time taken to search for individual conversations. ### 22. Was hoping for more... **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2022 **What do you like best about Gorgias?** The automated Ticking assigning is a great feature. **What do you dislike about Gorgias?** 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. **What problems is Gorgias solving and how is that benefiting you?** The fact that you can assign more than 4 tickets to one agent. ### 23. Great program - could use a few more options **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Cosmetics | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2022 **What do you like best about Gorgias?** 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! **What do you dislike about Gorgias?** 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. **What problems is Gorgias solving and how is that benefiting you?** We use Gorgias to answer customer emails and to keep track of any product issues. We do not use the AI function of Gorgias, as we prefer to keep each email personal. For our company, it's quality over quantity. ### 24. Best CX platform I've used **Rating:** 5.0/5.0 stars **Reviewed by:** Marianne F. | CX Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2021 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **Recommendations to others considering Gorgias:** Try it - and see how easy it is to use and gather data from its dashboard. **What problems is Gorgias solving and how is that benefiting you?** Besides having customers' info in one place, Gorgias is just very user-friendly. It's such an intuitive platform that training takes 45 minutes tops. It's great for the day-to-day of a customer associate and also perfect for reporting and data analysis. ### 25. A New Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** April 22, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **Recommendations to others considering Gorgias:** It is a huge step to change customer care platforms, the ability to combine the shopify backend and tickets is pretty monnumental, be prepared for hiccups in the process **What problems is Gorgias solving and how is that benefiting you?** Adding additional functionality to our ticket system is really helpful and I believe that this will help streamline a lot of tickets. I like that the tracking seems to keep up with my counts and that I can create quality of life improvements for myself. ### 26. Precision & Define **Rating:** 4.5/5.0 stars **Reviewed by:** Stephen A. | Customer Service Closer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 09, 2022 **What do you like best about Gorgias?** Shopify integration with Gorgias helps to become a one-stop shop for assisting customers. **What do you dislike about Gorgias?** Further integration of social medias to utilize some of their "Like" functions and tagging customers in a thread could help. **What problems is Gorgias solving and how is that benefiting you?** Currently utilizing to assist with customer support questions is a great deal. Would be beneficial if Shopify could link back to customer profile in Gorgias. ### 27. Gorgias - Helping Us, Helping Customers **Rating:** 5.0/5.0 stars **Reviewed by:** Carolyn H. | Customer Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2022 **What do you like best about Gorgias?** 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! **What do you dislike about Gorgias?** 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! **Recommendations to others considering Gorgias:** Gorgias makes our life easier - it could make yours easier too! **What problems is Gorgias solving and how is that benefiting you?** We are able to integrate changes to orders, customer requests and real time changes that we can share with our team during the working day both at our main site and virtually. ### 28. Gorgais will make your life easier! **Rating:** 5.0/5.0 stars **Reviewed by:** Shaquira B. | Makeup Artist, Small-Business (50 or fewer emp.) **Reviewed Date:** April 18, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **Recommendations to others considering Gorgias:** It's a great tool for your customer service and social media team. **What problems is Gorgias solving and how is that benefiting you?** I get to help customers when they are frustrated and try to reach us in different ways, now I get to see it in one place. I'm glad I have this tool to help my customers. ### 29. Gorgias experience **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2022 **What do you like best about Gorgias?** 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. **What do you dislike about Gorgias?** 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. **Recommendations to others considering Gorgias:** Gorgias is a platform for those who are starting in the customer service area, it's easy to understand and thanks to the customer reviews it's possible to grow as an agent. **What problems is Gorgias solving and how is that benefiting you?** I find it helpful and motivating the instant reviews of the customers, to focus on the positive and negative experiences of the customers. As well the chat is a fantastic tool to communicate with customers. ### 30. Would recommend to any e-commerce store looking to scale their CS **Rating:** 5.0/5.0 stars **Reviewed by:** Josephine C. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 07, 2022 **What do you like best about Gorgias?** Gorgias is extremely user-friendly and easy to pick up! You can build customize views, automations, tags, and so much more. I work with many e-commerce stores in my role and always recommend them to use Gorgias when they're looking to scale their CS. **What do you dislike about Gorgias?** It can be tricky when you're making the initial switch from Gmail to Gorgias. The views it comes with can be overwhelming and take a bit to become comfortable with/customizable **What problems is Gorgias solving and how is that benefiting you?** Gorgias makes creating effective workflows across various members of a CS team easy and intuitive ### 31. Integrations are great! **Rating:** 4.0/5.0 stars **Reviewed by:** Kailani W. | Director of Logistics, Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2022 **What do you like best about Gorgias?** Lots of Integration available! Appreciate the availability of integration with ease. Programs such as Shopify and smile account info, directly in the ticket view is great! **What do you dislike about Gorgias?** Ticket layout, some design, categorizing, and the ability to sort tickets out in a simpler way. Though my biggest dislike is that it needs more analytics options, the reporting is very vague. **Recommendations to others considering Gorgias:** Find an outside reporting tool or use the API to collect data and form reports. **What problems is Gorgias solving and how is that benefiting you?** We moved to Gorgias for the ease of access to more than just a ticket system. The ability to see order info, and other connected accounts in one platform is the bonus with Gorgias. Instead of multiple screens being open, we can now use 1. ### 32. Very Good Choice **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** July 07, 2022 **What do you like best about Gorgias?** Gorgias has scaled with us and the features provided have been impactful in helping our company make strategic decisions. By far I love looking at all the metrics to understand what's happening within my portion of the business. **What do you dislike about Gorgias?** There aren't many things I dislike as there are continuous updates. However, I do wish that CSV exports for the First Response Time wouldn't export in seconds because it's very time-consuming to clean that data **What problems is Gorgias solving and how is that benefiting you?** Gorgias has helped cut down on the number of screens I need to be in on a daily basis putting the majority of the information into one view to give us a helpful and complete customer profile ### 33. Can Gorgias do everything? **Rating:** 3.5/5.0 stars **Reviewed by:** Jacob G. | E Commerce Customer Service / Accounting, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2022 **What do you like best about Gorgias?** I love the integration possibilities. I have yet to delve into the full potential as far as social media, Magento, and email integration goes, but I am impressed thus far. **What do you dislike about Gorgias?** I'm fairly new to the usage of Gorgias, but I will say the filtering process is a bit confusing. All the different types of tickets seem to get meshed together and make it difficult to categorize data. **What problems is Gorgias solving and how is that benefiting you?** Adding the chat feature was the main reason we hopped onto Gorgias and it seems to be working well. There are some internal organizational things we're working on but the utilization of the different features are soon to be realized benefits. ### 34. An excellent way to manage communication with Shopify customers **Rating:** 4.5/5.0 stars **Reviewed by:** Tom B. | Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** April 06, 2022 **What do you like best about Gorgias?** Access to key order information from within Gorgias **What do you dislike about Gorgias?** I think the layout of the Shopify order information panel could be a bit cleaner **Recommendations to others considering Gorgias:** It's a no brainer. If you run a shopify store and get lots of support queries, this is the one **What problems is Gorgias solving and how is that benefiting you?** We are much more efficient when managing our Shopify customer service using Gorgias as we don't have to jump between apps and search for customers/orders. ### 35. A gorgeous experience with Gorgias **Rating:** 4.0/5.0 stars **Reviewed by:** Ronald F. | Senior Customer Care, Small-Business (50 or fewer emp.) **Reviewed Date:** October 03, 2022 **What do you like best about Gorgias?** Simplicity, user-friendly, the macros, and the tags. **What do you dislike about Gorgias?** The slow updates as well as limitations in customizing fonts. **What problems is Gorgias solving and how is that benefiting you?** Efficient and simple macros creation and help desk FAQ creation. ### 36. Very easy to navigate. And great for multiple users. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** April 12, 2022 **What do you like best about Gorgias?** We have multiple staff that use Gorgias and I can appreciate that everyone can see who's accountable for which responses and it makes it super streamline for everyone to see how many open tickets they have every morning and afternoon. It helps with managing time at the business. We have 1 person who maintains the tickets but they do pass things off to others in case the response needs a little more context. And the macros make response time much faster as well **What do you dislike about Gorgias?** I have not received a notification once or twice. And once a response was written out and disappeared and I clicked send and close. **What problems is Gorgias solving and how is that benefiting you?** A benefit that we've found is mainly time management. The macros are the most used tool with Gorgias as a large number of our tickets use those. And I love that ability to reference past tickets and review responses with the team so we can make better processes and macros ### 37. Gorgias is the perfect platform for an e-commerce store **Rating:** 5.0/5.0 stars **Reviewed by:** Robert D. | Vice President of Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** July 12, 2022 **What do you like best about Gorgias?** I love how hyper-focused Gorgias is on creating a product that is useful for an e-commerce story, in particular Shopify-based sites. **What do you dislike about Gorgias?** Occasionally, they miss their own self-imposed estimates on their product roadmap. This has led to frustration from some of our clients. **What problems is Gorgias solving and how is that benefiting you?** Gorgias solves a simple problem: as a customer service rep, it's really difficult to have to change back-and-forth between Shopify and the help desk platform. ### 38. Good integration with Shopify and lots of potential **Rating:** 4.0/5.0 stars **Reviewed by:** Esther M. | IT Procurement & Distribution (UK), Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2022 **What do you like best about Gorgias?** The integration with Shopify is a game changer and makes great sense for tying all work interfaces together. **What do you dislike about Gorgias?** Not a dislike particularly, but just that after coming from a different 'desk' it takes a little getting used to as is quite different. **What problems is Gorgias solving and how is that benefiting you?** Gorgias' support is very good and happy to consider all suggestions to assist. This is very good ### 39. Best Ecommerce focused Support Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2022 **What do you like best about Gorgias?** The Shopify integration, the chat and the self-service option. It feels now much easier to close tickets and plus the snooze button is an absolute winner! Highly recommend! **What do you dislike about Gorgias?** It's not that I don't like but as an admin, I would like to see statistics per agent. I would like to know how much time they spent on the app vs how much time they have been idle or away from the app. **Recommendations to others considering Gorgias:** If you wish to make your agent's life easier I would highly recommend Gorgias, especially if you are using Shopify as your eCommerce platform. **What problems is Gorgias solving and how is that benefiting you?** Well, we are now solving more tickets because we don't have to flick through tabs and different apps. We have everything in one place, one tab! Because of the revenue bit we can also see how much money an agent has generated, which is great! ### 40. Integrates perfectly with Shopify! **Rating:** 5.0/5.0 stars **Reviewed by:** David R. | Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2022 **What do you like best about Gorgias?** My favorite part of Gorgias is how seamlessly it integrates with Shopify and pulls all of the customer's information (Name, address, previous orders) into the side view. **What do you dislike about Gorgias?** Having to refresh my page because there is an update. It would be nice if that could auto-update without having to refresh. Our G-mail integration will randomly deactivate and it must be reactivated. **What problems is Gorgias solving and how is that benefiting you?** Instead of having to go into Shopify and pull up a customer's account, it automatically pulls it into Gorgias. We also have all of our social media platforms (IG, Facebook etc.) all pulling into Gorgias so it is our one-stop-shop for interacting with customers. No more switching from platform to platform to reply back. ### 41. Love this tool - and it's partner ecosystem **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2022 **What do you like best about Gorgias?** Very user-friendly, and allows for unlimited users. I also love that they bought out my contract with Zendesk, so I was able to integrate it right away and start realizing the benefits. **What do you dislike about Gorgias?** They should build custom surveys for NPS scoring with customers, but also allows you to ask them for detailed feedback about the product or service. The current surveying feature only allows for "reviews style" surveys, i.e. rate your satisfaction on a scale of 1-5 stars. Build this feature out to allow for custom surveying or design more robust surveying templates. **Recommendations to others considering Gorgias:** It's worth the investment - and their product roadmap is published, so you always know what's coming **What problems is Gorgias solving and how is that benefiting you?** Not only does this product integrate seamlessly with Shopify, but it also integrates with so many tools and sales channels in the ecommerce ecosystem that my CX team can (almost) work from one dashboard. Before integrating Gorgias into my tech stack, my CX teams had to login to multiple dashbards daily to verify customer information, tracking information, etc. ### 42. Smooth **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** December 24, 2021 **What do you like best about Gorgias?** How easy it is to grab data, manage many integrations in one place, and how user-friendly it is. And at the same time, the Gorgias support team is always there to answer questions/find resolutions when things are not working or when we need more insight on something. **What do you dislike about Gorgias?** Like everything good, it also has bad sides. it tends to have many outages, even though most of them are not directly related to the platform itself, but the integrations. **Recommendations to others considering Gorgias:** Subscribe to the newsletter. The articles shared there can help you have a better understanding of Gorgias and also what tools you can use to better your day-to-day work. **What problems is Gorgias solving and how is that benefiting you?** Customer satisfaction in a timely manner. With the tagging system, we are able to pinpoint trends the customers share with us daily, address them fast and work around them to improve customer experience! ### 43. An Excellent Program **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2022 **What do you like best about Gorgias?** Gorgias has a very simple yet powerful user interface that makes categorizing, delegating, and organization a breeze. I never thought a CRM software could be this comprehensive **What do you dislike about Gorgias?** Gorgias has a seemingly small team that can sometimes take a longer time to produce new changes. They are not the size of Apple or Google though so it should be viewed with perspective. **What problems is Gorgias solving and how is that benefiting you?** Gorgias helps us connect with our customers in a highly effective manner. It's built-in CSAT emails help us gather ongoing feedback, and metrics help us diagnose previous work. ### 44. Gorgias is great! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2022 **What do you like best about Gorgias?** Gorgias is user-friendly, intuitive and makes tackling customer service as streamlined as possible! The Gorgias support team is also helpful in providing training and support along with handy resources for learning more about the system and the features it offers. **What do you dislike about Gorgias?** The forwarding feature will include the entire chain and doesn't allow forwarding from specific points of the ticket (Gmail forwarding is much more convenient in comparison). **Recommendations to others considering Gorgias:** Gorgias is a gamechanger! Everything is streamlined into a single user-friendly space! **What problems is Gorgias solving and how is that benefiting you?** Gorgias allows for customers to be assisted via tickets (email), live chat, and social media personal messages all in the one interface/platform. It makes problem-solving quick and easy with features such as pre-set responses (macros), internal notes (which allows you to tag colleagues for their input on certain cases - without the need to forward them an email), and snoozing, so you can be reminded of a ticket that's yet to be resolved later on (this is most helpful for delivery-related cases that are being investigated further by the post carrier). ### 45. make customer service 'GORGIAS' **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Luxury Goods & Jewelry | Small-Business (50 or fewer emp.) **Reviewed Date:** July 07, 2022 **What do you like best about Gorgias?** Gorgias has been one of the best applications we implemented on our company. It gets us to see all customer service under one app and it improved our response rate across all customer service platforms. **What do you dislike about Gorgias?** SO far I can not think of one thing I do not like about "gorgias". **Recommendations to others considering Gorgias:** try it, you will not regret it! **What problems is Gorgias solving and how is that benefiting you?** it is creating more time for us to focus on other parts of the business. By having it all in one app, we solve the issues faster, we generate more sales through customer service and we have better reporting on repairs/customer service issues vs custom order requests. ### 46. Lifesaver for any Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Joe J. | operations manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2022 **What do you like best about Gorgias?** It's given me the ability to really see what's going on by how quick emails,chats&calls are being taken care of to being able to have different tags to really get the nitty-gritty details of any order **What do you dislike about Gorgias?** like anything I wish I didn't have to set up anything or automation but that's being nit-picky.. they do a great job of making everything super easy for you. cant say enough good things **What problems is Gorgias solving and how is that benefiting you?** the problems were having remote customer service and not being able to tell how quickly things were being done or messy communication between people and not really knowing what was going on. the benefit is being able to see stuff that's happening ### 47. Easy to use and keeps things organized **Rating:** 4.0/5.0 stars **Reviewed by:** Erin W. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2022 **What do you like best about Gorgias?** Being the sole contact for customer service, I often have similar questions come in and being able to use the macros makes my job not only easier, but I can respond to customers much faster! **What do you dislike about Gorgias?** I find I'm still going back to our old email service to initiate emails, because creating tickets to other support agents and companies we work with can get confusing. **What problems is Gorgias solving and how is that benefiting you?** I am able to organize tickets/emails much better and find ones that I need a lot quicker. Also my response time is higher and customers are being taken care of more consistently. ### 48. Get it done with Gorgias **Rating:** 4.0/5.0 stars **Reviewed by:** Sharon W. | Director Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2022 **What do you like best about Gorgias?** The Gorgias application offers its users a wealth of features to get it done! Features like the Help Center, Self Service, Rules, Macros, and so much more. Integrate your Gorgias application to CheckoutChamp, Shopify, Aircall and so much more. **What do you dislike about Gorgias?** There is nothing to dislike about the Gorgias application. It is fully functional, offers a host of integrations, and its stability is world class. **What problems is Gorgias solving and how is that benefiting you?** Using the Gorgias application, we know why and what our customers need to increase satisfaction and loyalty. Whether it's handling a WISMO inquiry, a reshipment or refund request, or a BBB review to mention a few requests, Gorgias will help simplify the process by auto-responding, scheduling follow-up actions, or forwarding a knowledge article Gorgias is ready to engage! ### 49. Gorgias Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Madeleine J. | Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 12, 2022 **What do you like best about Gorgias?** I manage Customer Service for a small company that's growing like crazy! Gorgias has helped our team so much with the organization of tickets and drastically lowering our response time! Our customers are noticeably more satisfied with our quick responses! **What do you dislike about Gorgias?** There is little to dislike about Gorgias! Even when certain integrations are down, we are always notified and the problem is solved in a timely manner :) **What problems is Gorgias solving and how is that benefiting you?** Previously, we had four agents working out of the same Inbox. Since switching to Gorgias, we've been able to have agents stay on tickets and respond to customers much quicker as a result :) We're not spending so much time reading through conversations to get the entire picture! The ability to leave internal notes is super helpful. We also have about four inboxes we monitor so it's super helpful to have those all in one place as well. ### 50. Gorgias, The Next Best Thing **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2022 **What do you like best about Gorgias?** I like how Gorgias is specifically designed for ecommerce merchants. The integration with Shopify enables me to provide excellent customer support in a seamless manner with leaving the ticket. **What do you dislike about Gorgias?** As Gorgias is still developing, I don't have any particular dislikes. I'm just waiting for new updates and features to help improve customer service in the future. **What problems is Gorgias solving and how is that benefiting you?** Gorgias is assisting us in meeting our SLA. My agents no longer need to open as many platforms thanks to the integrations features. All platforms are now integrated into Gorgias, allowing the agent to quickly find the information needed to resolve the issue. ## Gorgias Discussions - [What is the next big feature that we can expect from this great platform?](https://www.g2.com/discussions/what-is-the-next-big-feature-that-we-can-expect-from-this-great-platform) - 1 comment, 1 upvote - [How do I hide the email reply chain, so it's easier to read/reply to each ticket?](https://www.g2.com/discussions/how-do-i-hide-the-email-reply-chain-so-it-s-easier-to-read-reply-to-each-ticket) - 1 comment, 1 upvote - [What would be the best way to take fully advantage of all Gorgias features?](https://www.g2.com/discussions/what-would-be-the-best-way-to-take-fully-advantage-of-all-gorgias-features) - 1 comment, 1 upvote - [How can I allow Gorgias to track my stock in Shopify](https://www.g2.com/discussions/how-can-i-allow-gorgias-to-track-my-stock-in-shopify) - 1 comment, 1 upvote - [Is gorgias worth?](https://www.g2.com/discussions/is-gorgias-worth) - 2 comments - [View Gorgias pricing details and edition comparison](https://www.g2.com/products/gorgias/reviews?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+20%3A50%3A37+-0500&secure%5Bsession_id%5D=125451f9-3ef2-465d-bb4e-67fefe87c199&secure%5Btoken%5D=436375264a816a4dafe00bd1bea9cf721208883d30f2b19d19b712f83deaa5f9&format=llm_user) ## Gorgias Integrations - [Aircall](https://www.g2.com/products/aircall/reviews) - [Corso](https://www.g2.com/products/corso/reviews) - [Facebook](https://www.g2.com/products/facebook/reviews) - [Facebook for Business](https://www.g2.com/products/facebook-for-business/reviews) - [Instagram for Business](https://www.g2.com/products/instagram-for-business/reviews) - [Klavi](https://www.g2.com/products/klavi/reviews) - [Klaviyo](https://www.g2.com/products/klaviyo/reviews) - [Loop Returns](https://www.g2.com/products/loop-returns/reviews) - [NetSuite](https://www.g2.com/products/oracle-netsuite/reviews) - [Okendo](https://www.g2.com/products/okendo/reviews) - [Recharge Subscriptions](https://www.g2.com/products/recharge-subscriptions/reviews) - [Redo Returns & Exchanges](https://www.g2.com/products/redo-returns-exchanges/reviews) - [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [Tiktok](https://www.g2.com/products/tiktok/reviews) - [Yotpo](https://www.g2.com/products/yotpo/reviews) ## Gorgias Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Dashboard** - Dashboard **Speech Recognition** - Speech Recognition **Compliance Management** - Compliance Management **Autonomous Task Execution** - Autonomous Task Execution **Sentiment Analysis** - Sentiment Analysis **Data Security** - Data Security **Third-Party Integration** - Third-Party Integration **Human-in-the-loop (HITL)** - Human-in-the-loop (HITL) **Agentic Task Execution** - Agentic Task Execution **Natural Language Processing** - Natural Language Processing **Conversational AI** - Conversational AI **Performance Metrics** - Performance Metrics **Interaction Tracking** - Interaction Tracking **Knowledge Base Management** - Knowledge Base Management **CRM Integration** - CRM Integration **Inquiry Routing** - Inquiry Routing **Contextual Guidance** - Contextual Guidance **Communications Management** - Communications Management **Proactive Chat** - Proactive Chat **Ticket Management** - Ticket Management **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Messenger** - Sequencing - AI - Video Chat - Customization Interface - Generative AI **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Conversational AI - Conversational Commerce Platforms** - AI chatbots - Messaging and Notifications - AI agents - Voice assistants - Communication apps **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Channels** - Social Media Integration - Website - Text Message (SMS) - Voice Assistants - Other - Multi-Channel Marketing **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Platform integration - Conversational Commerce Platforms** - Ecommerce stores - Sales channels - Payment Platform - Internal tools **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Customers** - Audience Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion - Customer Service Analytics - Reporting/Analytics **Artificial Intelligence** - Learning - Language - Conversational AI - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Analytics and Reporting - Conversational Commerce Platforms** - Conversational analytics - Advance reporting **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Customizable Fields - API - Real-Time Notifications - Lead Nurturing - Human Handover - Lead Management - Product Recommendations - Customer Experience Management - SMS Messaging - Appointment Management - Chat/Messaging - Real-Time Monitoring - Lead Distribution - Campaign Segmentation - Data Import/Export - A/B Testing - Real-Time Data - Real-time Conversations - Customizable Branding - Lead Qualification - Template Management - Autoresponders - Contact Database - Customer Segmentation - One-to-One Messaging - Communication Management - Campaign Management - Activity Dashboard - Lead Capture - Appointment Scheduling - Reporting & Statistics - Event Triggered Actions - Chatbot - Group Messaging - AI Copilot - Customer Database - Multi-Channel Communication - Email Automation - Surveys & Feedback - CRM - Engagement Tracking **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Gorgias Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,671 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,734 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,893 reviews)