NK

Nasir Muzaffar K.

Founder

Small-Business (50 or fewer emp.)

9/3/2022

"Awesome software to handle customer tickets"

4/5

What do you like best about Gorgias?

The best part about Gorgias, which gives it an edge over other customer support apps such as Tidio and Shopify Inbox, is that it integrates with our customer loyalty app Loyalty Lion

This makes it much easier to access the particular customer's loyalty data when responding to their customer ticket. We can also share their unique referral links through which customers can earn discounts on referrals and drive up our sales. Review collected by and hosted on G2.com.

What do you dislike about Gorgias?

We are not able to paste screenshots while responding to customer tickets. This feature is available in Intercom app. Please make it available in Gorgias soon Review collected by and hosted on G2.com.

AA

Verified User in Apparel & Fashion

Small-Business (50 or fewer emp.)

5/19/2023

"Not for Adobe/Magento"

1.5/5

What do you like best about Gorgias?

Some integrations were great like email, chat and Shopify. Review collected by and hosted on G2.com.

What do you dislike about Gorgias?

Continually disconnects from Adobe/Magento leaving macros sending bad info to customers because it's not connecting customer orders. Macros/rules are not as intuitive as they should be and when you reach out to support they are not always helpful. Review collected by and hosted on G2.com.

MF

Matt F.

Customer Service Manager

Small-Business (50 or fewer emp.)

7/21/2022

"Gorgias Platform works well, we love using it and everything it does for us!"

4.5/5

What do you like best about Gorgias?

The thing that I like best is the organization that Gorgias provides. It is easy to follow and my team works really well with it! It keeps things organized and straight. For other companies we have used things have gotten messy. Review collected by and hosted on G2.com.

What do you dislike about Gorgias?

The one thing that I dislike is some of the features we can not use like the refund because it will mess up our orders with in Shopify. We are working with them to get it fixed. Review collected by and hosted on G2.com.

Recommendations to others considering Gorgias:

Try it out and see if it works for you! It is a really nice product. Review collected by and hosted on G2.com.

What problems is Gorgias solving and how is that benefiting you?

Right now we are working on a refund problem. When this get fixed it will be a major help to us because those tools are pretty much a no go for us and we can not use them at the present moment. Review collected by and hosted on G2.com.

DS

Dina S.

Guest Relations Manager

Mid-Market (51-1000 emp.)

7/14/2022

"Enjoying Gorgias"

4.5/5

What do you like best about Gorgias?

Gorgias is super user friendly and trainable. It takes me 1 hour max to train an employee on the basics. Also the macro feature has become much more intuitive which is great. Review collected by and hosted on G2.com.

What do you dislike about Gorgias?

Email forwarding still continues to be an issue. What I mean is when I forward an email to someone outside the original group I then can not continue to respond to the original person in Gorgias as they would see the responses from the outside person. It's something I've brought up since day 1, but there is still no fix for it. Review collected by and hosted on G2.com.

Recommendations to others considering Gorgias:

Setting up rules and filters right away is going to set you up for success. Review collected by and hosted on G2.com.

What problems is Gorgias solving and how is that benefiting you?

Gorgias is solving our email management problem. It keeps us organized and allows the entire team to collaborate on responses to guests. We use internal notes daily. Review collected by and hosted on G2.com.

KG

Kenneth G.

Customer service rep

Small-Business (50 or fewer emp.)

7/8/2022

"Good understanding to help customers with Shopify business"

5/5

What do you like best about Gorgias?

I enjoy the tagging that helps break down emails into categories. This also gets the crew diversified into their emails so not everybody is looking at the same. Review collected by and hosted on G2.com.

What do you dislike about Gorgias?

The dislike was the training videos after the initial one. I didn't like the reading and then the quiz that went along. With the way I learn, the videos that showed everything were good than the other lessons that didn't include a video. Also, the phone system doesn't work very well. Review collected by and hosted on G2.com.

Recommendations to others considering Gorgias:

Great way to handle your emails so that your workers are the getting the most of their time. Review collected by and hosted on G2.com.

What problems is Gorgias solving and how is that benefiting you?

Like I stated before, the tagging that it does helps break down emails into smaller more strategically placed categories so each worker has their sections to worry about and doesn't spend time looking at the same emails over and over again. Review collected by and hosted on G2.com.

SG

sidney g.

D

Small-Business (50 or fewer emp.)

7/7/2022

"The Most Simple and Effective Way To Help Customers!"

5/5

What do you like best about Gorgias?

Gorgias makes handling customer service simple. I love the way my team and I can all work on the same screen and handle emails via different tags. The use of macros makes my work efficient and effective and helps to relate to the customer on a personal level! I would definitely recommend using Gorgias to improve customer relations all around. Review collected by and hosted on G2.com.

What do you dislike about Gorgias?

I personally have not found a downside to Gorgias. This is the first customer service platform I have used and I would not change a thing! It is organized and effective, which is all I need in a platform. Thank you! Review collected by and hosted on G2.com.

BL

Blaine L.

E-Commerce Customer Service and Web Content Specialist

Mid-Market (51-1000 emp.)

7/7/2022

"Gorgias is a fantastic platform that Customer Service teams should start making the jump to."

5/5

What do you like best about Gorgias?

Gorgias has probably my favorite Filtering views I have seen in any CS Platform. This allows you to truly separate your emails into different categories and sub folders. Review collected by and hosted on G2.com.

What do you dislike about Gorgias?

I think Gorgias has a little bit of work to do when it comes to integrations with BigCommerce. Some improvement in their macro variables would be something I'm looking forward to the most. Review collected by and hosted on G2.com.

Recommendations to others considering Gorgias:

I would say, take a look at the integrations to see how you can use your platforms together. Review collected by and hosted on G2.com.

What problems is Gorgias solving and how is that benefiting you?

Gorgias allows us to manage all of our messages in the simplest form. I have had issues with platforms that have an "all in one place" goal. When truly we want to solve these tickets in the way they should be solved, chats separate from emails. That way we can live assist chat customers, as they come in, faster. Review collected by and hosted on G2.com.

AB

Verified User in Biotechnology

Small-Business (50 or fewer emp.)

8/15/2022

"Great support software, helps to streamline efficiency!"

5/5

What do you like best about Gorgias?

I've used Gorgias in two different support centers. In both instances, the onboarding was seamless and getting up and running with the platform was easy! The Shopify integration is amazing and saves a lot of time. Highly recommend Gorgias!!

The Gorgias support team is very responsive and helpful. Review collected by and hosted on G2.com.

What do you dislike about Gorgias?

I wish that Gorgias had an integration with WooCommerce as it does with Shopify. Our current e-commerce site is in WooCommerce. Gorgias Voice is not as robust as we'd like. We are using AirCall and Gorgias still does not allow the AirCall SMS to show up in our views. We have to have a different number (through Gorgias) to use SMS. The statistics should be more customizable, but for now, it provides us with what we need. As our business scales up and we hire more CSRs we will need to have more robust reporting capabilities. Review collected by and hosted on G2.com.

What problems is Gorgias solving and how is that benefiting you?

Gorgias allows us to promptly respond to Customer inquiries and also allows us to integrate our other business tools such as Klaviyo and our social media. We have not yet integrated our Instagram & Facebook accounts into Gorgias, but the integration will be seamless when we are ready to integrate them. This will also allow us to avoid duplication of efforts between our Social Media Team and our Support Team. Review collected by and hosted on G2.com.

DG

Danielle G.

Customer Service

Small-Business (50 or fewer emp.)

11/8/2022

"GREAT! Multi-Use Platform"

5/5

What do you like best about Gorgias?

Gorgias makes customer service simple. Much more than a ticketing platform. Multiple integrations with apps, make the full customer experience easy and accessible. Review collected by and hosted on G2.com.

What do you dislike about Gorgias?

Gorgias' calls need some work - no statistics are available. It would be nice to be able to check agents phone status, how many calls, breaks etc. Review collected by and hosted on G2.com.

NA

Natalie A.

Client Services Specialist

Mid-Market (51-1000 emp.)

7/7/2022

"Timesaving Gem!"

5/5

What do you like best about Gorgias?

I love that I no longer have to go into our system to check a customer's order information- it is right at my fingertips within Gorgias. Another big perk is the level of automation. Tickets are auto-assigned, rules are set, and macros/templates are there to make our lives so much easier. Review collected by and hosted on G2.com.

What do you dislike about Gorgias?

So far, I have yet to find a downside. The system is very user-friendly! The way it's going, I highly doubt I will have any complaints at all. All of my coworkers seem to agree, as well. Review collected by and hosted on G2.com.

Recommendations to others considering Gorgias:

To look no further, it meets all of our check-boxes. Review collected by and hosted on G2.com.

What problems is Gorgias solving and how is that benefiting you?

Tickets are now auto-assigned in a fair/even manner. I also no longer have to view multiple systems to answer one question- both our returns system and ordering system are viewable at a glance within a ticket. Review collected by and hosted on G2.com.