I use Gorgias daily to manage our customer experience, and my favorite part is having everything in one place. We handle a high volume of customer questions across email, social media, SMS, and other channels, so being able to see the customer's history and order information directly within the ticket makes a huge difference.
I also really like how customizable it is. I use macros, tags, rules, reporting, and automations constantly, and we've been able to build workflows around the specific needs of our business instead of having to work around the platform. The reporting is especially helpful for me as a CX manager because I can track things like ticket volume, response times, CSAT, channels, and contact reasons. Review collected by and hosted on G2.com.
There can definitely be a learning curve when setting up some of the more advanced features, and occasionally I'll have to dig around to figure out where a setting lives, but their support team has always been helpful when I need it. Review collected by and hosted on G2.com.
Hi Viviana, thanks for taking the time to write such a detailed review!
Hearing how you use macros, tags, rules, and reporting daily to manage volume across channels is exactly the kind of feedback that keeps us going. The learning curve on advanced features is fair โ it's an area we're always improving โ and glad our Support team has been there when you needed a hand. We appreciate you as a customer!