The training is incredibly straight forward. The automated macro application makes autoreplies really streamlined. Review collected by and hosted on G2.com.

I don't like that you can't just click a "next" button to go to the next ticket. Sometimes you open a ticket that you aren't able to answer in the moment because it requires more steps than you have time for, but you still want to help to drop the ticket count. It's cumbersome to return to the main ticket screen and click "mark as unread". Zendesk also used to have a feature where you could get into tickets and just zip through them. Review collected by and hosted on G2.com.

very user-friendly interface with great integration across multiple sales platforms and connected with all mainstream social media platforms making it very easy to keep track of all communications with a customer even allowing to merge customer accounts if they have shopped in multiple sales channels Review collected by and hosted on G2.com.

The constant need to snooze tickets, it would be much more efficient for tickets to automatically snooze after a Customer service reply and only come back into the queue if there has been a reply or it is past say 7 days since the last correspondence and prompts if you want to close it or not. It would also be nice to have the choice to not send a survey to a customer while this could be used to skew data being predominantly used in a retail setting there will always be that one customer you can't please even doing your best so having the choice to not survey them would be good. Review collected by and hosted on G2.com.

The sidebar is very helpful as it gives you an overview of what your teams are working on and which channels are the busiest.

I like the ability to create rules and Macros to streamline work. The ability of tags means that you can manage tickets and customer experiences better too.

I love that you can manage email, social media, chat and the help centre all from one platform! We previously had multiple platforms and all our information was separate and it was a mess.

Their roadmap is a clear sign that the company is proactive in improving and keen to learn just as much as us :) Review collected by and hosted on G2.com.

I am yet to discover best practices with the statistics. I have tried to find the answers on my own without success. We are looking to upgrade very soon to the advanced plan which will then give us a dedicated success manager who will help us out in this area. I look forward to updating this review when we get the ball rolling.

There are some features that in my mind (and experience from other platforms) seem very simple but are unfortunately not a feature in Gorgias. For example,

* If you use the forwarding email feature to forward an email but then respond to the ticket, the customer can see your forwarded messages. This feature should be private and displayed in orange like an internal note.

* It would be great if a rule would populate after a set period of time rather than when the ticket is updated, created or there's a new feature - for example 'if a chat has not been answered in 10 minutes, send an auto-reply apologising for the delay'.

* We're having some issues with the Gorgias app on android where it crashes randomly.

* It can be hard to navigate the Macros in Gorgias. It would be great to have essentially a 'help centre' but for Macros, so our agents can peruse.

These are just a few of the things that I believe would make Gorgias amazing. I have reached out to them on multiple occasions on other topics and although they may not get back to you right away on the chat, they always get back to you within a day.

To turn this into a positive, I really enjoy that Gorgias listens to the opinions of others and takes them on board. As I mentioned in the 'what do I like best' section, their roadmap is a clear sign that the company is proactive in improving and keen to learn just as much as us :) Review collected by and hosted on G2.com.

Moving over to Gorgias from Zendesk was an interesting transition. From the very beginning, we had a support team that helped us make that transition. The Help docs were essential and kept up to date. We appreciated the roadmaps and consistent chat features we could reach out to for assistance and guidance. We also liked the peer-to-peer component of the community FB group. The fast pace of upgrades and developments through Gorgias fit our growing company. Review collected by and hosted on G2.com.

We are an analytical and statistics-driven company and as such, we would like to have more ability to create custom reports based on the interactions our agents and customers are having within Gorgias. Review collected by and hosted on G2.com.

I have a few favourite features of Gorgias, some of which I never even knew were possible. Such as Integrations (especially with Shopify/Slack and FAQ's), the Macro function, being able to add emoji's next to categories such as social etc., the snooze functions and the help centre (which combines with our website FAQ's). Review collected by and hosted on G2.com.

Overall there's not too much to critise however these are the first that come to mind; too many menus within menus, a bit confusing to use if not familiar with computers, I don't understand the need for private views (I don't think my company will ever require them), and I don't like that it doesn't show the signature automatically when writing an email, I always tap on the 3 dots to double check its there and right etc. Review collected by and hosted on G2.com.

I think Gorgias probably works well for a very small team that plans to reply to customers when they have time. It could also work for a team that sits and stares at the tool, refreshing and waiting for incoming messages. Review collected by and hosted on G2.com.

We're a larger company, and our team often works in our backend or other tools. Gorgias (when we tried it) did not make any sound when a call or chat came in. There were other basic features Zendesk and Kustomer offered that Gorgias lacked, and in the end, it just wasn't going to work for us. The major selling point was editing Shopify orders from Gorgias, but Zendesk offers that function now. Review collected by and hosted on G2.com.

Gorgias allows you to manage the experience of your customers in a way that suits your needs. It's full of helpful tools and add-ons that allow you to work efficiently and organized. Gorgias help is always there when you need it. It's effective using a default bare-bones version, or you can really dive deep into settings with rules, macros, and more to totally take control of the platform and make it exactly what you need. All in all, it's a platform that helps you do your best work. Review collected by and hosted on G2.com.

Not every service or add-on comes with your subscription to Gorgias, but if you need to enhance your platform it's not hard to upgrade and the benefit of being able to add certain abilities seems to be worth the cost. Review collected by and hosted on G2.com.

It was a pretty flawless transition from ZenDesk to Gorgias. As a luxury e-commerce brand, it was very important to be able to provide the best customer experience on all of our social media channels so being able to integrate all of our channels into one platform as well as integrate it with all the other software we use like Klaviyo, Stamped.io, and AfterShip has made our cross-collaboration and an improved customer journey amongst all of our team's efforts. Review collected by and hosted on G2.com.

We want to see more in-depth analytics and more merging of other applications that would reduce costs for smaller businesses while still being able to meet their organizational needs! Review collected by and hosted on G2.com.

The platform has helped make our customer service team more efficient. Being linked to Shopify & Narvar allows our client support team to view all previous communications, order history and any return transactions on one screen. We're responding quickly and can resolve tickets with fewer conversations. It's been like adding an extra CS agent. Review collected by and hosted on G2.com.

Nothing that is a deal breaker. It's worked well for us in the 6 weeks that we've used it. Support has been excellent. Some of the documents could be more specific to our needs but that's really our issue and not gorgias's issue Review collected by and hosted on G2.com.

I liked how simple Gorgias was. There were some extra fancy features, but Gorgias was super straightforward, with everything you needed in one place.

For example, was two sections of the platform the support channels and settings. Review collected by and hosted on G2.com.

I didn't like the organization of everything and the user interface. Allthough Gorgias is super simple, it didn't have great ways to keep the support channels organized. It could also use UI refresh to make it look more modern. Review collected by and hosted on G2.com.