I really appreciate how Gorgias functions as a full customer service platform, allowing us to manage email, chat, and help desk activities in one place. It has been incredibly beneficial having a centralized knowledge base. I love how well Gorgias integrates with Shopify, which means we no longer have to switch back and forth between Shopify Admin and our customer service tool, thanks to the integration and custom macros. Additionally, the whole system is very intuitive to use. Gorgias also stands out because it's a lot more affordable than our previous solution. Review collected by and hosted on G2.com.

The reporting suite is super limited. It'd be good to be able to make custom queries. Review collected by and hosted on G2.com.

The automation features connected to the AI, based on data from the helpdesk and integrations with other third-party systems. Review collected by and hosted on G2.com.

No system is perfect, and there are always updates planned in the pipeline. Review collected by and hosted on G2.com.

The AI agent has been a tremendous addition to our customer experience. It responds quickly and accurately, and it also provides support and help 24/7. Review collected by and hosted on G2.com.

I’m waiting for a voice AI agent product to be released, as it’s something our team currently needs. Review collected by and hosted on G2.com.

I like the best about gorgias is that I can view different apps all inside gorgias. I like where the AI is going and i like the challenge of getting the AI to work the way our company wants it to! 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 to my job. Review collected by and hosted on G2.com.

Gorgias has streamlined our entire support workflow by centralising email, chat, and social tickets into one view, while its automation rules, macros, and Shopify integration save us hours each week and let the team focus on higher-value customer interactions instead of repetitive admin. Review collected by and hosted on G2.com.

Gorgias is a fantastic platform overall, and while some of the more advanced automation and reporting features can take a bit of fine-tuning to get exactly right, the team is constantly improving the product and the overall value it delivers more than outweighs any small learning curves. Review collected by and hosted on G2.com.

Great integrations with tech stack, very reliable and great connections to multiple communication channels. We love the customisation and statisics plus the AI chatbot is a good new addition Review collected by and hosted on G2.com.

It can be complex and some of the reporting is not 100% to how we would want it. The Chatbot AI is good but some improvements could be made to the analytics and identifying questions that the AI struggled on to keep refining it. Review collected by and hosted on G2.com.

They have really accounted for most customer service needs with the platform, and it is very user friendly Review collected by and hosted on G2.com.

The billing structure is unfortunately a bit of a trap. If you want to continue to expand upon features offered and use your AI bot to it's fullest capability, you may end up spending a large sum of money on a platform that doesn't generate sales. As a result, you need to pick and choose what you use Review collected by and hosted on G2.com.

I like that Gorgias makes it super simple to see all of the emails and break them down into which team member should address them. It's easy to see the history of conversations, loop in other team members if necessary, and then close out the task once it's complete. The initial setup was very simple, even though there was a learning curve to teach the team how to use it. Review collected by and hosted on G2.com.

Nothing comes to mind. Review collected by and hosted on G2.com.

AI, user experience, customer support, and help from the Gorgias team. Review collected by and hosted on G2.com.

Nothing at the moment—I'm happy with Gorgias. Whenever we have a need, we share it with the team so they can take it into account. Review collected by and hosted on G2.com.

Gorgias is incredibly easy to learn and use. I also like being able to assign emails to different people, and then toggle back and forth depending on who’s responding. Review collected by and hosted on G2.com.

The only thing I don’t like is that the AI feature automatically responds to emails, instead of simply drafting a reply and letting us review it and tweak it before it gets sent. Review collected by and hosted on G2.com.