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.

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.

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.

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.

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.

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.

The AI features and being able to manage orders right in the Gorgias dashboard. It integrates with Shopify seamlessly and allows us to do everything we need to without leaving the app. Nothing has broken on us yet and the performance of the app has been interrupted. Review collected by and hosted on G2.com.

The price of the software is quite steep. Review collected by and hosted on G2.com.

It’s clearly built with customer service teams in mind. It simplifies workflows by making it easy to file conversations and tickets in the right place, and it also helps the team manage response times more effectively. Review collected by and hosted on G2.com.

We have three Klaviyo accounts and two sites across three main regions. With Gorgias, we only have one account, so it’s difficult to keep track of where all the customer tickets are coming from. It would be really helpful to have a way to tag the customer immediately when they enter the ticket system, so we can quickly identify the correct site or region. Review collected by and hosted on G2.com.