Gorgias Reviews & Product Details

I use Gorgias daily to manage our customer experience, and my favorite part is having everything in one place. We handle a high volume of customer questions across email, social media, SMS, and other channels, so being able to see the customer's history and order information directly within the ticket makes a huge difference.

I also really like how customizable it is. I use macros, tags, rules, reporting, and automations constantly, and we've been able to build workflows around the specific needs of our business instead of having to work around the platform. The reporting is especially helpful for me as a CX manager because I can track things like ticket volume, response times, CSAT, channels, and contact reasons. Review collected by and hosted on G2.com.

There can definitely be a learning curve when setting up some of the more advanced features, and occasionally I'll have to dig around to figure out where a setting lives, but their support team has always been helpful when I need it. Review collected by and hosted on G2.com.

What I like best about Gorgias is how much flexibility it gives us to customize the platform around our specific Customer Care needs. We can manage multiple communication channels in one place, create efficient workflows and automations, and use AI Agent to provide customers with faster, more consistent support. It has helped our team work more efficiently while still delivering a personalized customer experience. Review collected by and hosted on G2.com.

My biggest frustration with Gorgias is that the live chat interface cannot be fully customized. I would love more flexibility to tailor the chat experience to our brand, customer journey, and specific website pages. Expanding these customization options would make an already strong platform even better. Review collected by and hosted on G2.com.

I really like that Gorgias has been consistently useful rather than getting bloated over the years. It provides our customer experience team with clear visibility to address root problems instead of just handling repetitive tickets, which has resulted in a sustained reduction in volume. The AI shopping assistant and other AI tools like Gaia are exciting because they've shown us that customer support can be a revenue driver instead of just a cost center, and we can do it in-house without agencies or extra SaaS. These tools work straight out of the box, which has led to other departments in our company starting to adopt Gorgias as well. Additionally, the setup was easy and integrated well with Shopify, which was a big plus for us. Review collected by and hosted on G2.com.

They are building the plane while they fly it, especially with the AI tools they are building. That means that things change all the time, and you have to keep up. In this new AI world, there's constantly tools dropping, and they don't always have the robust education behind them when they are brand new. We're grateful to rely on their team to help when these issues come up. Review collected by and hosted on G2.com.

I use Gorgias as our first touch for all customer service inquiries across phone, text, email, and chat, and I love how it consolidates everything into one place. The feature that allows us to maintain a common thread between all inquiries from a person is particularly helpful. Its easy integration with Shopify is a huge plus, letting us pull up orders and issue replacements when necessary. The ease of setup and automation is impressive, allowing us to automate a lot of the FAQs so we can focus on more detailed questions needing extra care. Overall, Gorgias makes a huge difference and saves us a lot of time. Review collected by and hosted on G2.com.

Some of the AI responses can be tricky at times. Setting up triggers or when to pass a ticket took a bit more detail and nuance. Review collected by and hosted on G2.com.

What I appreciate most is how Gorgias continues to evolve. There is always something new coming, and I’ve enjoyed having opportunities to beta test new features and capabilities, share feedback, and see that feedback help shape how the platform continues to develop. Review collected by and hosted on G2.com.

there is nothing specific I dislike about it. Review collected by and hosted on G2.com.

Gorgias has been an outstanding customer support platform, and what we value most is how deeply it integrates with Shopify. Having order data, customer history, and transaction details pulled directly into the support ticket means our team can resolve issues quickly without toggling between multiple systems, which dramatically improves response times and the overall customer experience. The automation and rule-based workflows have been a huge time saver, allowing us to auto-respond to common inquiries like order status and shipping updates so agents can focus on more complex issues that require a personal touch. The ability to manage support across multiple channels, including email, chat, and social media, from a single inbox keeps the team organized and ensures no customer message falls through the cracks. The macros feature for templated responses has also improved consistency in how we communicate with customers while still allowing for personalization. Overall Gorgias has made our support operation significantly more efficient and has helped us deliver a faster, more consistent customer experience. Review collected by and hosted on G2.com.

The main frustration with Gorgias is the pricing model, which is based on ticket volume rather than a flat monthly fee. As our order volume grows and customer inquiries increase, the cost scales up quickly in ways that can be difficult to predict and budget for. During peak seasons like the holidays when support volume spikes, the costs can increase significantly in a short period. The reporting and analytics capabilities, while functional, could also be more robust, as pulling deeper insights into team performance and customer trends often requires exporting data and working with it outside the platform. There are also occasional limitations in the automation logic that make it difficult to build more complex workflows without workarounds. None of these are dealbreakers given how much value Gorgias provides, but the ticket-based pricing in particular is something we keep a close eye on as the business scales. Review collected by and hosted on G2.com.

Gorgias is able to connect all customer communication and bring it to one hub that integrates with all of your cx tools so your team can work more efficiently. The value is great! I like knowing that when I have a question or issue, the Gorgias team is ready to help. Review collected by and hosted on G2.com.

There could be more ways to customize Gorgias to be able to make sense for your specific brand needs. Review collected by and hosted on G2.com.

We've been using Gorgias for over 8 years now. It keeps our busy customer service team organized by consolidating all our customer inquiries in one place across chats, emails, socials etc. We implemented AI Agent close to 2 years ago and appreciate the efficiency this has brought our team. Review collected by and hosted on G2.com.

We're really loving the new version of Gorgias! Nothing pops to mind about what we dislike about it :) Review collected by and hosted on G2.com.

I like that Gorgias is easy to set up and delivers reliable performance. Gorgias supports me with an account rep who is available to guide me and solve any concerns quickly.

The AI Agent and AI Shopping Assistant have been especially valuable for our business as we have limited business hours and AI is available 24/7 with solid customer service skills and actions. Review collected by and hosted on G2.com.

This is small, but the only options for UI is dark and light - nothing in between. Review collected by and hosted on G2.com.

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.