I find Gorgias incredibly valuable as it seamlessly handles our help desk needs, particularly for its ease of implementation and excellent integration with Shopify. The setup process was straightforward, thanks in part to the user-friendly UX, which made getting started a breeze. With Gorgias, managing our customer service has become much more organized and less hectic, allowing specific agents to handle email threads effectively, rather than dealing with a chaotic shared inbox as we did before. The platform's ability to keep conversation threads intact and assign them to designated agents has drastically improved our workflow. I greatly appreciate the search functionality for customers and the integration capabilities with Shopify, which make it effortless to maintain organized communication. If I transition to another company that requires a help desk solution linked to Shopify, Gorgias would be my top choice due to its robustness and the benefits we've experienced. Review collected by and hosted on G2.com.

I find the integration with Aircall to be problematic. It seems to be competing with the voice or VoIP product, which suggests that the features are not fully compatible. This competition limits what the Aircall integration can do, potentially because Gorgias is trying to promote their own product over others. Review collected by and hosted on G2.com.

It helps us consolidate our customer support in one convenient dashboard Review collected by and hosted on G2.com.

Sometimes the AI feature is not answering customers' questions in a helpful way and they get frustrated. Or the AI agent closes a conversation that needs further attention from the team Review collected by and hosted on G2.com.

I like the analytics most, as it gives us upfront data on where we can improve. It makes Gorgias valuable because it allows us to see how customer service outreach is growing, how often customers ask about the same issues, and overall how quickly and efficiently we are answering customer service tickets. There was also an easy setup process. Review collected by and hosted on G2.com.

I feel like the user interface could be easier and cleaner; sometimes it is difficult to understand or navigate the platform. I also believe the AI could improve or provide response suggestions that you could click to confirm before sending to the customer. Review collected by and hosted on G2.com.

For me, Gorgias is an incredibly convenient helpdesk solution for eCommerce businesses, thanks to its powerful integration with platforms like Shopify, Magento, and BigCommerce. Its ability to centralize customer support across email, live chat, social media, and SMS into one intuitive dashboard saves time and streamlines workflow. Features like automated responses, intent detection, and macros allow teams to handle high volumes of inquiries quickly without sacrificing personalization. The platform's deep integration with order data also means agents can issue refunds, edit orders, and track shipments directly from the helpdesk, eliminating the need to switch between apps. Overall, Gorgias makes managing customer support faster, more efficient, and perfectly tailored for online retail. Review collected by and hosted on G2.com.

I dont have any disliking experience with Gorgias so far, and I hope will not! :) Review collected by and hosted on G2.com.

User friendly. Very easy to use platfform. Review collected by and hosted on G2.com.

It doesnt let me to undo sent messages. Undo time is very short Review collected by and hosted on G2.com.

Gorgias has made our customer support workflow much more efficient by bringing all channels into one inbox. The ability to automate common responses, tag conversations, and access customer/order data instantly has saved our team a lot of time and reduced manual work. Review collected by and hosted on G2.com.

Some integrations, especially with dialers and third-party apps, can feel inconsistent and sometimes require extra steps to work right. Review collected by and hosted on G2.com.

I find Gorgias extremely helpful because it puts all tickets in one place and streamlines our customer service. The platform itself is clear and easy to use and sections out all channels, which allows certain staff members to handle each channel effectively. The initial setup of Gorgias was very easy too. Review collected by and hosted on G2.com.

I would love more stats on common issues - how many delivery related tickets etc. Review collected by and hosted on G2.com.

I like how easy it is to navigate through the options. I belong to a company that runs many e-commerce brands, so integrating each brand was pretty simple.

It's also helpful when we assist the customers, especially with all the widgets that allow you to use many features, from canceling an order to editing an order to duplicating, refunding, etc. Using Gorgias on a day-to-day basis has simplified the whole customer experience. Setting up rules has also helped streamline tickets that need more urgent care. My overall experience with the tool has been a good one. And I've used my fair share of CRMs that don't come close to what Gorgias has to offer. Review collected by and hosted on G2.com.

The analytics, from a team leader's perspective, can be a bit challenging. Whenever I have to share the agent's metrics, it's a bit more technical than what the customer support agents are used to. Review collected by and hosted on G2.com.

I've never used a system that kept with the trends and constatly listened to our feedback the same way Gorgias has. You like something, rest assured 'cause Gorgias is already working on that and it will be better than what you imagined. Super easy to use, setting standards, simplifying customer support not only for supervisors to keep an eye on things, but also for agents to frequently use it to assist customers timely. I find that setting up rules is a intuitive process and the fact that you will be let known if there's an issue with the integration + will have an easy way to fix it it's just proof of its quality. Review collected by and hosted on G2.com.

I find that the eagerness to innovate can make it a bit unstable in the style, and some changes feel a bit abrupt. Review collected by and hosted on G2.com.

Gorgias has reduced our human handled tickets by about 60%. Gorgias responds instantly, asks the right follow up questions, and resolves common issues without escalation. That saves our team time and keeps customer support consistent. Review collected by and hosted on G2.com.

There is a learning curve during setup. You need to spend time training flows and reviewing responses early on. Once dialed in, performance improves significantly. Review collected by and hosted on G2.com.