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.

I like the best about gorgias is that I can view different apps all inside gorgias. The platform itself usually performs well with no major issues. Support after onboarding is limited and slow to get back to you. Once I waited 6 days for a reply. Review collected by and hosted on G2.com.

I dislike the new UI. More clicks, things are missing, makes it harder to do my job. Challenging to get the AI to work the way our company wants it to! Review collected by and hosted on G2.com.

I really like the integration with Shopify, which allows our agents to work directly in Gorgias without having to navigate to Shopify. The reporting feature is another aspect I value, as it helps us stay on top of important metrics. I also appreciate its AI capabilities, which enable us to automate customer interactions, thus reducing staffing needs and providing prompt service. Additionally, the initial setup of Gorgias was very easy, and their team was very supportive and helpful, which made the transition smooth. We are very happy with the support we receive from their team. Review collected by and hosted on G2.com.

Nothing Review collected by and hosted on G2.com.

Pricing - the price of this platform is way client friendly compare to other CRM. Support - Our CSM and the Tech Team are hands on and their response time are pretty quick. Though, there are a room for improvement, we can still say that their support is quiet competitive esp Emely. Review collected by and hosted on G2.com.

The feature's limitation. E.g: Exclusive chat queue and availability, chat interface, wrap up timestamp, hard closure of the tickets, resolution time calculation, Sisense efficiency. Review collected by and hosted on G2.com.

User friendly and easy to navigate. A lot of information is available and accessible in a minimum amount of space. I like all the analytics it automatically tracks as well. Great communication tool with the option of posting a note. I like that it is integrated with Shopify and Skio. Very fast performance with regular updates. It makes it easy to track and respond effectively to incoming emails, chats, and text messages Review collected by and hosted on G2.com.

Very small print. Multiple updates daily. Review collected by and hosted on G2.com.

We love Gorgias's innovative AI tools, especially Shopping Assistant, which has boosted our pre-sale interactions, and AI Agent, which handles repetitive tickets to free up our support team. Additionally, having all customer and order data centralised in one platform greatly simplifies our daily operations and elevates our overall customer experience. Review collected by and hosted on G2.com.

Nothing at all—the tool is continuously evolving to meet our needs, and the Gorgias team is always incredibly responsive and helpful whenever we need support. Review collected by and hosted on G2.com.

Integrates with our other support tools and the support has been very good. Review collected by and hosted on G2.com.

There could be better chat features for out support team. Also, it would be nice to not have emails going out from Gorgias domain. Would be better from out domain. Review collected by and hosted on G2.com.

Constantly trying to update and improve. Making my and my agents lives easier with improved UX designs and also AI capabilities. Review collected by and hosted on G2.com.

Can't review tickets with multiple tags specifically. Reporting could be more in depth with more options. Review collected by and hosted on G2.com.

Gorgias is helpful for the RajaniMD team because it keeps customer support organized, faster, and more consistent. It lets us use approved macros for common questions, maintain the RajaniMD brand voice, and quickly handle order, shipping, return, product, promo, and account-related issues in one place. The range of integrations is very helpful. Our support person, Hannah, is also very knowledgeable and helpful. The AI has made our CS team more agile and available for real issues. Review collected by and hosted on G2.com.

Online chat support is not always available or responsive. Training the AI can be time consuming. Review collected by and hosted on G2.com.