Gorgias reviews

Better than Zendesk

Opmerkingen: Pleasant.

Pluspunten:

Easy to use. Has live chat and now a customer support area to answer all those questions. Integrates with WhatsApp and Instagram. Allows multiple languages in one price plan.

Minpunten:

There's no pause plan when undergoing integrations or updating the website for a time, but you can always ask them to close it and come back later.

Gorgias: A Smooth, Seamless Customer Service Experience!

Opmerkingen: Overall, Gorgias has been a great tool for streamlining our customer service process. It's intuitive and easy to use, and it has significantly improved our customer service times. However, there are certain areas where the system can be slow to respond, which can be irritating at times.

Pluspunten:

Gorgias has been a total lifesaver for our customer service teams. It's intuitive, automated, and easy to use. It has significantly improved our customer service process and enabled us to provide faster, more efficient customer service than ever before.

Minpunten:

Although Gorgias is great for automating customer service, the user interface can be a bit daunting and difficult to use at times. Additionally, the system can be slow to respond in certain cases.

Gorgias Is Good But Having Severe Issues With Growth

Opmerkingen: It was good in the beginning but the many problems the young platform has have become blaringly obvious as time has gone on.

Pluspunten:

Gorgias has a lot of integrated features that are great for our business such as Shopify integration and a great CSAT system that is easy to use and understand.

Minpunten:

Customer service is, unfortunately, not very good. I have been trying to get a resolution for a request to close out a number of tickets that fit into a certain parameter but nothin has been fixed for over 3 weeks. Every time I reach out, I am thrown to someone else who says they cannot help and now I do not get any responses. Their engineering team is having issues keeping up with the many bugs the system has. Also, updates will occur and shut your entire team down without notice. When I reached out about this, they claimed there was no way to give us forewarning the day of regarding possible updates that would impact our customer service productivity.

Best help desk, highly customizable, reasonable price

Opmerkingen: Although our website is not built on one of the major platforms that Gorgias integrates with we are still able to implement it and centralize all our messages, make it easy for our team to communicate, assign team members and deal with cases based on priority. Also, Gorgias pricing is based on how many tickets you use a month so it adapts to the ever-changing business needs.

Pluspunten:

We were looking for a helpdesk tool to make our customer service team more efficient by centralizing all communication channels into one (email, live chat, social media). Gorgias offers it all! Highly customizable dashboard, they even offer a 5 day free trial and if you re not satisfied after the first month, they refund you the money! Their customer service team is very helpful and knowledgeable.

Minpunten:

It would be nice if they offered phone support and more e-commerce integrations.

Totally changed our customer service

Opmerkingen: I love working with the team at Gorgias and their product! The number of developments I have seen since moving to them 7+ months ago is crazy!

Pluspunten:

I love how easy it is to treat our customer service team on this tool - the macro's make it easy to keep brand tone. It was helpful when we have a couple of other people within the company jumping in to help out with the customer service team to keep ontop of things as they can be allocated out. The onboarding and support provided by all the team were incredible!

Minpunten:

It can be a little clunky at points, I see a lot of issues online about downtime - although I think as we are in the UK we don't really see this with timezones. It would be good to have a few more 'zendesk' features on there like priority rankings just as when things get escalated to a manager it can be lost in a pool of issues.

Gorgias: A Powerful Customer Service Solution

Opmerkingen: Overall, Gorgias is an incredibly useful tool for customer service teams. It has enabled us to quickly and efficiently respond to customer inquiries.

Pluspunten:

Gorgias is a great customer support tool that has made it easy for our team to quickly respond to customer inquiries. It's simple to use, and the dashboard is well organized, making it easy to search for and respond to customer queries.

Minpunten:

One downside to Gorgias is that it can be slow at times and can be glitchy when switching between different screens.

Great basic CX manage but difficult to customize

Opmerkingen: We joined Gorgias when the team was in flux, members were moving to different roles rapidly so we I feel like we got lost in the shuffle with really understanding and making the most of the product early on. Since, our support has been great with quick response time and can usually resolve or address a question quickly.

Pluspunten:

I love how Views are easy to navigate and the easy of backend use for turning on/off functionality.

Minpunten:

I dislike that it's difficult to customize and some of the key functions that would really help how the platform performs are difficult to use or fail to work sometimes. It's not the best experience on the customer's end.

We love Gorgias

Opmerkingen: We use Gorgias for all of our customer service and it's been great for ticket management. Saved a lot of time, easy to tag colleagues to a ticket and assign to different reps.

Pluspunten:

Very simple workflow, great integration with our front end Shopify store. Easy to navigate to customers orders and view total customer spend. Pricing structure makes a ton of sense and is by ticket, not by seat, which for a small company where we all need transparency into what's going on in the service side of things is great.

Minpunten:

Wish it had a bit more functionality and ability to customize some things, but not a deal breaker by any means.

Essential for stores on shopify

Pluspunten:

Saves us a lot of time by having customer ticket information readily available in the sidebar and the ability to add order information into tickets. Being able to search macros and snooze tickets is great and makes sure everyone is helped quickly and no ticket is left untouched.

Minpunten:

Just anxiously awaiting gorgias' native phone system! Currently using aircall we just don't like having to go back and forth between apps.

Excellent UI/UX platform

Opmerkingen: It made our customer support efficient and fast.

Pluspunten:

I like that is very easy to learn and navigate compared to different platforms that are very confusing. Even a newbie support agent can learn to use this platform without crucial training.

Minpunten:

Probably the features where we cannot manage the instagram messages and the “knowledge base” feature where we can setup for our customers.

Great price for all of the features we need.

Opmerkingen: Overall fantastic, we were recommended Gorgias and the features did not disappoint. Besides the forwarding issue the rest of our discovery and onboarding process was pretty quick & seamless.

Pluspunten:

Creating across are simple and easy to implement and using them is really quick saving our team time. The deep integration with Shopify also allows our team to have instant visibility with customer information. Having the ability to also build rules to identify emails and help us prioritise has been fantastic and was definitely a selling point when moving over from our existing platform.

Minpunten:

Would love there to be a mobile app. I feel there also needs to be a stronger distinction/sound alert for chats as they're higher in priority and need to be actioned immediately. Unfortunately we did have some issues with email forwarding which the tech team weren't able to help find the cause so there were some teething issues moving over from our other platform to Gorgias & potentially missing some customer emails during that period. I'd also love if there was some type of help desk included in one of the app plans instead of using as add-on

Easy to Learn, Use, & Integrate

Pluspunten:

In addition to having an intuitive UI, the capabilities enable quick responses to improve the customer experience and reporting to drive decision making. The macros and rules are simple to create, the Shopify integration keeps everything in one place, and the satisfaction reporting is easy to follow. The snooze feature is also a great way to ensure inboxes do not fill up and tickets are not forgotten. Whenever questions do arise, the Gorgias team is quick to help and provide demos if needed. The Gorgias team is also very transparent with their roadmap which helps us understand what we can and cannot do, and what may be coming in the near future. In addition to the simple capabilities and integrations, we have also been able to integrate with other apps as needed by doing some back-end work of our own. To cap it all off, Gorgias comes with a logical and transparent pricing structure.

Minpunten:

When a customer reaches out through multiple channels, the merge functionality typically prevents disorganization, however occasionally these are not recognized by default. Some channels are also not compatible to be merged, so they must remain separate. It would also be nice to create bulleted lists in the message like with Gmail.

All around ticket management solution

Pluspunten:

I absolutely recommend gorgias as a ticketing solution. The macros save time and increase our reps ability to answer more clients. The work flows ensure tickets are going to the right people. Point blank gorgias helped to streamline and automate my customer experiance.

Minpunten:

It needs to have a knowledge base added in.

Gorgias is Essential

Opmerkingen: Gorgias allows our team to respond to customer's needs in an organized, efficient manner.

Pluspunten:

I have used Gorgias for 2 years with 2 different companies. I value the ticket and view organization. It is great to see everything organized and sorted. I also enjoy that everything is together- emails, chat, social. I've used other platforms where everything was separate so it's nice to have it together. The data is helpful in sharing my team's successes with our management.

Minpunten:

As a customer service representative, I would like to be able to use my auto-text expander add-on. It doesn't work in Gorgias and I feel like that slowed my productivity way down as I had to type it all out.

Gorgias is great!

Opmerkingen: With Gorgias we're able to more quickly and seamlessly handle our customer care with few mistakes. Gorgias is a crucial tool in scaling our Customer Care team

Pluspunten:

We love that Gorgias is easy to use and integrates with the other softwares we use. Their customer service is also great, and the monthly webinars they host really make me feel like I'm using the product to it's fullest extent. Also, having the option to attend "office hours" for my installation is amazing.

Minpunten:

There is no good way to mass email customers and it's such a pain point. We have had to send several mass communications since using Gorgias- mostly communications concerning COVID shutdowns- and it has been a painstaking process to use other methods for mass email. Please please please create this feature!

Great CX platform

Opmerkingen: Very positive

Pluspunten:

The functionality and ease of use is great for a small and nimble team. It just plain works

Minpunten:

Oftentimes we can't see the volume of tickets, which is frustrating

My take on Gorgias

Opmerkingen: It has been good. They're constantly evolving and updating / adding new features.

Pluspunten:

It's quick, easy and effective. We wanted a cleaner / efficient way to manage customer interactions and this helps us do so. It's integration with Shopify and other apps is very helpful in streamlining processes and customer communication.

Minpunten:

I think my biggest con is the statistics currently include time outside of our normal business hours. It's hard to gauge customer service response time accurately this way. It gives us a good perspective on the customer end response time; however, not when we're trying to review our service on a team level. Also, by using an "auto responder" for our email - basically every ticket is considered billable (even junk mail) - I don't like that.

Excellent platform

Pluspunten:

Very easy to use and easy to integrate software and direct and powerful chat

Minpunten:

I don't have anything negative to say about Gorgias at the moment, I am delighted with the services he offers.

Easy to Use - Simple to Setup - Great Pricing

Pluspunten:

I like how customizable the product is in conjunction with it per ticket pricing as opposed to per user pricing

Minpunten:

Support when you reach out to them about their support articles that they wrote and aren't terribly up to date they always respond that we are on the wrong tier for them to help us... Granted the support we are asking for is for complex items but those complex items are detailed incorrectly on their site.

Gorgias is pretty great

Opmerkingen: Great!

Pluspunten:

Very easy to use and navigate through! Gorgias is super easy to learn and when you do have a new hire it is pretty simple to get them up to speed quickly

Minpunten:

I don't really have any Con's at the moment.

The most flexible software on the market.

Opmerkingen: - very enjoyable, the only system that meets our requirements

Pluspunten:

- ease of setup - excellent customer support - strong integrations - easy for new staff to learn

Minpunten:

- clunky to setup - macros are a learning curve

It's worked great for our brand!!

Opmerkingen: Overall Gorgias has worked great for us and we'll continue to use it as long as there are no major issues with integrations or the platform.

Pluspunten:

We love gorgias because it allows us to respond to our customers and keep track of the conversations across multiple platforms.

Minpunten:

We did experience a few issues with the Microsoft and outlook integration which took a long time to fix and was quite frustrating.

Way better than Zendesk

Pluspunten:

Integrations with all our other platforms / software!

Minpunten:

ReCharge integration could be improved in my opinion

Gorgias has really saved me time.

Opmerkingen: I was able to save a lot of time in my emails. This allowed me to double the amount of work I can get done.

Pluspunten:

Being able to use short keys when sending emails saves me a great deal of time with a number of emails that I send in a day.

Minpunten:

I have not been able to get the subject to auto-populate. Not sure why still. It is however still easy to type that and then the short key. Great tool!

Simplifies and streamlines

Opmerkingen: Easy to implement, versatile, and simple to use!

Pluspunten:

As a small business, everyone on our team manages multiple tasks. Gorgias helps us make it easy to stay on top of customer response, cutting down the amount of time we need to provide excellent service.

Minpunten:

I wish the macros could be grouped and organized.