Gorgias: AI, Helpdesk & Chat · Store management
Every review we hold for Gorgias: AI, Helpdesk & Chat, quoted in full, with the store that wrote it.
Bigger stores rate Gorgias: AI, Helpdesk & Chat at least as well as the crowd does. The store behind each review is the part the App Store never shows.
400 reviews pulled · 14 carry a rating and no text · 381 long enough to quote · 2021-12-27 to 2026-08-25
Every review we hold, newest first
We've been working with Gorgias for a few years now, and it has become such an important part of how we manage and continue to grow our Customer Service operation. What started as our helpdesk has turned into so much more. We’ve been able to use automation, Shopping Assistant, Convert, AI Knowledge and other tools to make things easier for our team, improve the experience for our customers, and turn CS into a meaningful revenue-driving channel. What I appreciate most is how Gorgias continues to evolve. There is always something new coming, and I’ve enjoyed having opportunities to beta test new features and capabilities, share feedback, and see that feedback help shape how the platform continues to develop. Just as important has been the partnership. We have the opportunity to continuously work closely with the Gorgias team to ask questions, work through challenges, and share what we’re seeing firsthand from both our agents and customers. They genuinely listen and always feel like our feedback matters. Gorgias has helped change the way I look at Customer Service. It’s no longer just about answering tickets but about creating a better customer experience, supporting our team, improving efficiency, and finding new ways CS can contribute to the overall business.
Bare Necessities · barenecessities.in · top 10k store
Gorgias USED to have great customer support. We've used for 7+ years and unfortunately, their app/tech support has gone steadily downhill. Most recent issue took 3+ months to resolve, negatively impacted customer experience and resulted in the loss of a good number of repeat customers. It's become a weak link in our current Shopify tech stack.
Enviroscent.com · enviroscent.com · top 10k store
Great tool for our customer service team! Always updated, clear, user-friendly and connected to our other internal tools. Our dedicated account CSM (Maca!) never leaves us alone, we have periodical scheduled meeting to see how it's going and to understand how we can escalate even more using their new features. Very satisfied about the tool and the service!
Bears with Benefits Italia · www.bears-with-benefits.it · outside the top 100k
Gorgias has been a game changer for us. We made the switch about a year and a half ago and haven’t looked back. The Shopify integration is unparalleled, and our CX team absolutely loves the platform. Gorgias is also constantly innovating and staying ahead of the curve. Beyond being extremely happy with the product itself, we’ve been equally impressed by the level of support we receive from their team. They’re responsive, knowledgeable, and genuinely invested in helping us get the most out of the platform. Overall, we couldn’t be happier with Gorgias and would highly recommend it to other brands looking to elevate their CX operation.
Tommy John · www.tommyjohn.com · top 10k store
Phenomenal customer service, anytime we have a question, or need some help configuring anything, their team jumps on it quickly and gets it solved! We've rarely had any problems with this app and we've been very pleased with the performance. Our dedicated account CSMs have been so lovely and they are so knowledgeable, we'll be staying with Gorgias a long time.
Milk Street Store · unranked store
Great app and has made our CS life a lot easier. Not to mention a very responsive support team!
SportsPower Australia · www.sportspower.com.au · top 100k store
I use Gorgias every day to manage our customer experience, and it has made keeping up with customers across different channels so much easier. Having email, social, SMS, order information, and customer history all in one place saves me so much time. I also love being able to build macros, automate repetitive questions, and customize our workflows as our CX needs change. Their support team has also been super helpful anytime I’ve had questions or needed help figuring something out. Definitely a huge part of our day-to-day operations!
Waterboy · www.waterboy.com · top 100k store
My company has been using Gorgias as our customer communication platform for 4+ years. Our customer service team loves it! The interface is intrinsically easy to use and Gorgias offers so many customizable features that allow you to track any performance metric you can think of. Most of all, their customer service is amazing. They are quick to respond to my needs and provide solutions right away. I've never had to wait more than an hour to receive a response. Our Gorgias rep, Milos, always goes above and beyond and is a genuinely kind and helpful person. I would highly recommend Gorgias to any company who values efficiency, data analysis, and quality. Gorgias makes caring for customers effortless because we're able to communicate through every touch point in one central location (phone, chat, email, and even social comments). Gorgias gives our company the ability to go above and beyond for our customers, which is a significant contributor for our growth and success.
Ancestral Supplements · ancestral-supplements.myshopify.com · top 100k store
We have been using Gorgias for several years for our EU store and implemented it to the US store approximately 4 months ago. Since then, we have seen excellent results. Gorgias consistently stays ahead of the curve by continuously introducing new features and improvements. Combined with their highly dedicated Customer Success Managers, they have become a valued partner and a pleasure to work with.
J.LINDEBERG US · www.jlindebergusa.com · top 100k store
Gorgias has been a great addition to our Shopify store. The AI Agent handles customer questions quickly and accurately, especially order tracking and shipping updates. It saves our team time while still giving customers helpful, clear answers. Highly recommend!
Devoción Coffee · www.devocion.com · top 10k store
Gorgias has been a game changer for our customer service operations. Centralizing email, live chat, and social messages into a single inbox saves our team hours of tab switching every day. The clear interface and quick access to customer history allow agents to respond faster, collaborate seamlessly, and handle higher ticket volumes without burning out. It makes managing daily queue workflows simple and organized. Highly recommend for any growing support team!
Thorlo · thorlo.com · top 10k store
8 figure founder here -- avoid this product like the plague. The worst support and customer service you will ever receive. The moment our contract ends, we'll be switching to Richpanel. After paying for thousands for a "white glove" onboarding experience, our rep incorrectly turned the AI agent live, which began replying to all of our customers in off-brand, unhelpful messaging. Hundreds of messages, hundreds of customer experiences ruined. The rep took the blame, but Gorgias refused to refund us a single penny. It's a crap product, and I hope this review saves at least one company from going with them. Good luck.
Highland · www.highland.style · top 100k store
Our experience working with Gorgias has been great. The platform has given us the tools and flexibility we need to continually improve our Customer Care operations and optimize the AI Agent experience for PROVEN. The Gorgias team has also been incredibly supportive throughout the process. We truly appreciate the partnership and level of support Gorgias provides.
Noteworthy · noteworthylondon.com · outside the top 100k
TUSHY has been on Gorgias for years, and it's the rare support tool that's kept getting more useful instead of more bloated. It gives our CX team the visibility to solve problems at the root instead of just answering the same ticket over and over — and that's shown up in real, sustained volume reduction. What's most exciting lately are their new AI features, especially the AI Shopping Assistant. It's made the case, with our own numbers, that customer support can be a revenue driver — not a cost center to manage down — and we didn't need to hire an outside partner to get there. Gorgias built it to just work. We trust it enough that other departments have started adopting it outside of support. That's the real signal.
TUSHY · hellotushy.com · top 100k store
Gorgias is the single most valuable application in our Shopify technology stack. It has transformed the way we manage customer support by giving us unprecedented visibility into customer issues, helping us identify root causes and significantly reduce support volume over time. What excites me most is Gorgias' continued innovation. Their growing focus on driving sales conversion, in addition to customer support, is positioning the platform as a critical revenue-generating tool. I genuinely cannot imagine operating our customer service organization without it. The value has become so evident that our broader company has expanded its use across Food Service, Quality Assurance, and several other B2B departments.
Kauai Coffee · kauaicoffee.com · top 100k store
Since the last major update a few weeks ago, the AI agent has improved. The Gaia AI is also incredibly useful at helping improve our performance. Skills is a great new feature, although there is still AI slip where it fails to follow precise instructions and wording - could really do with an option to provide fast feedback given this is in Beta.
Motohaus B2B · www.motohaus-b2b.com · outside the top 100k
A few days in and I already regret the switch. The Shopify integration is marketed as seamless, but in practice you get basic customer data and past orders - that is all. Live cart visibility was removed in November last year, and their own support did not know this when I asked. We sell high-end products. Customers regularly ask us to check what is in their cart - whether the parts are compatible, whether anything is missing. Seeing the cart directly from the ticket was the single reason we chose Gorgias. It no longer exists, and nothing in the marketing says so. Meanwhile the entire focus seems to be on AI. At 1.50 USD per AI conversation I cannot justify switching it on - if customers actually use it, that is a four-figure bill at the end of the month. If your support depends on seeing what the customer is actually buying, look elsewhere. And if predictable costs matter to you, read the AI pricing very carefully before you commit.
GPerformance · gperformance.eu · outside the top 100k
We switched over about a year ago and really enjoy Gorgias! The AI agent has been amazing for our team, and it seems like they're continuing to make aggressive improvements to it. Would love to see other integrations with different shipping software. Right now, it doesn't connect to Ordoro, and if it did, that would increase our automation rate quite a bit.
Grow Fragrance · www.growfragrance.com · top 100k store
contact form does not in fact support multilingual. both ai-agent and human support are dumb and waste your time
moonlit.market · moonlit.market · top 100k store
I love gorgias, We have been using it as a company for 3+ years now, Its a great software! The only thing I would like to see better is better customer support and quarterly check in's from a rep. Theres so much the app can do and I am not a tech savy person so it would help a lot. If you're good at figuring things out this is a phenomenal software.
Skre Gear · skregear.com · top 10k store
I have been using Gorgias for 5 years now and I can't say enough amazing things about the platform. The CS is always helpful and the AI Agent is a game changer. The team is super helpful with setup and making sure we are optimizing the platform. We love Gorgias!
VIOLETTE_FR · www.violettefr.com · top 100k store
The AI shopping assistant was efficient and made it easy for a customer to purchase an accessory on our website. So far, we're very satisfied with its performance. I gave it 4 stars instead of 5 only because we're still new to using the AI and are continuing to learn its capabilities. We're looking forward to seeing how it continues to assist us and our customers!
Unagi · shop.unagiscooters.com · outside the top 100k
This platform went from an industry leader to an ad laden hacked up pile of AI slop. They'll say they care about your feedback, and ignore it. I have ads in 3 places to pay extra for an AI agent that hallucinates more than I did in college, force a complete relearn of a UI into an obviously AI generated UI that is missing loads of subtle details from previous versions that just so happened to be essential to our usage of the platform. It's good that we live in an era where I can just AI generate a whole new platform to suit my needs over the course of a weekend. It's ironic really.
PatchPanel · patchpanel.ca · outside the top 100k
Gorgias performance and Gorgias support have been excellent so far for our team. We've invested heavily in their app and the ai and I'm happy with the results. The amount of resolutions that the ai is able to achieve via chat or email is a little scary sometimes to me. We have about 4 human agents that are able to work alongside the ai with voice and escalations. The integration with shopify and shipbob is what made the whole thing work for us
Kit-Cat Klock · kit-cat.com · top 100k store
Not sure why this app is so expensive and has good reviews. Yes its got some fantastic apps and integrations. However the price per ticket is too steep. We wanted to install it and got stuck training the AI (which is 2025 type of workflow prompt training, a bit behind what AI can do in 2026) where other apps like REDO or Chatty are on par with time. You will receive zero human support. They only send you to their academy for training and leave you to figure it out yourself. REDO and Chatty both alternative services tried provide full support with human customer service and on boarding support. Those two options are actually also much better priced. We ended up working with REDO, though their integrations are slighlty behind right now and thet don't have an app. Their development road map is catching up quick and their customer support is awesome.
CALASWIM · www.calaswim.com · outside the top 100k
Day 1 after using the app. The app worked fine for about 8 hours, and now I can't even send an email or pay for my subscription. I still have 6 more days of trial, but it won't even allow me to send a test email. Oh and BTW the support team doesn't have a live chat, they reply to your emails "within 48 hours"
Isavie · isavieshop.com · outside the top 100k
Definitely takes some configuring after onboarding process to refine knowledge base. The team does have to monitor closely during this period but overall we've really enjoyed onboarding with Gorgias AI. Generally, we get good feedback from customers, although as with all things AI, some customers are apprehensive. Looking forward to new features to help optimize performance and offload human touched tickets during peak seasons.
Free Fly Apparel · freeflyapparel.com · top 10k store
Gorgias has been a game-changer. During peak periods, the AI Agent allowed us to exceed a 40% automation rate. It provides incredible support to users throughout their entire customer journey, effortlessly handling volume spikes. The best part? Our CSAT has remained consistently very high, proving that speed and quality can go hand in hand. Highly recommended!
Alessi USA Inc · us.alessi.com · outside the top 100k
The software is really quite buggy... There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers). Where other platforms are making leaps and strides, Gorgias stays still, and never gets better. Its just not really where a customer service tool should be in 2026. I could not recommend it to others. We have been using with clients for about a year or two, never gets much better.
One.World · www.one.world · outside the top 100k
There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers). Where other platforms are making leaps and strides, Gorgias stays still, and never gets better. When you make requests for improvements, they never listen, even for ones that would clearly make their product better. Its just not really where a customer service tool should be in 2026. I could not recommend it to others. They recently updated the UI.... fine... but the basic features just aren't there... it's like they don't have a dev team making improvements. Shame really. Will - Electric Labs
Sophia Webster · www.sophiawebster.com · top 100k store
Definitely takes some setting up and configuring, and some close eye on how it performs, but it most certainly saves time for my team. Generally, we get good feedback from customers, although, as with all things AI, some customers don't like it. Very happy we've got this as an app on our site.
Elements for Life · www.elementsforlife.co.uk · top 100k store
We've been using Gorgias for customer support for many years now and it’s been a great addition to our stack. The AI Agent in particular has been surprisingly effective at handling routine inquiries like order tracking, WISMO and shipping updates, without needing human intervention. The pre-sales aspect to it is also a strong selling point. Our customers' can get product suggestions and answers to common questions reducing any friction during the buying process. For ecom brands dealing with high traffic, automating these repetitive questions saves a lot of time while still keeping the customer experience solid. I highly recommend Gorgias.
Seido Knives · seidoknives.com · top 10k store
Updating our Review after trialing the AI Shopping Assistant Feature! WOW! After consistent work to bring our AI Agent from 25% to 40% over the last 6 months without the AI Shopping Assistant, we finally trialed the Shopping Assistant feature and LOVE what we are seeing. Our automation rate is up over 65% with the AI Shopping Assistant, bringing in more revenue, keeping our resolution time down, and saving the team the time to work on the tickets that need a human touch the most. The connection to shopify is almost seamless, very easy to navigate and all right within the gorgias platform to avoid opening extra tabs. There are some advancements in the shopify connection we'd like to see in the future such as unlimited order tag population and the ability for the AI Agent to read different shopify inventory locations. Still giving it a 5 star as the Gorgias Dev team is truly always listening to customers and what we'd like to see and implementing where they can.
Beekman 1802 · beekman1802.com · top 10k store
The integration is seamless and the new AI feature is actually helping to 1st touch solve some basic tickets. We tried a few platforms for CS, but in the end we returned to Gorgias - it just works for our team!
Carbon38 · carbon38.com · top 10k store
The AI agent has been a game changer for us. It has done a fantastic job resolving tickets with accuracy and efficiency. I love how quickly customers are responded to. This feature alone makes the app well worth the minimal cost.
Pine & Pepper · pineandpepper.co · top 100k store
Very helpful platform which saves us a lot of time and gives customers a better experience.
Rollagranola · rollagranola.com · outside the top 100k
Slow support or not existent Also the app is supper buggy
Seonabiolabs · seonabiolabs.com · outside the top 100k
Gorgias has helped us streamline our inbox, improve response times, and create a much more efficient support experience for both our customers and agents. The Shopify integration is especially valuable because it allows our team to view customer/order details, tag orders, process refunds, manage cancellations, and resolve issues without constantly switching between platforms. We also rely heavily on macros, tagging, reporting, social media channels, SMS tickets, and review management, and Gorgias brings everything together in one place. It has helped us stay organized, improve consistency across the team, and better understand our top contact reasons and customer trends. The AI tools have also made a meaningful impact on our ability to respond faster and support customers more efficiently, while still allowing our team to step in where a human touch is needed. Overall, Gorgias has become an essential part of our CS operations. It is powerful, user-friendly, and built with ecommerce support teams in mind. I highly recommend it for brands looking to scale their customer service while maintaining a high-quality customer experience.
provenskincare · checkout.provenskincare.com · outside the top 100k
We recently had our Gorgias AI reactivated again and have had a very positive experience with it. It’s helped with filtering out the smaller and repetitive queries, which gives us more time to focus on working on the more complicated tickets and helping customers who need quicker assistance. We’ve been tweaking and improving things as we go along, and when needed, the Gorgias team has been easy to reach whenever we needed their support or feedback as well very helpful in the Gorgias AI setup. The AI in Gorgias customer support has also been very useful where I've needed much quicker assistance. There have been one or two customers who weren’t too happy speaking to our AI colleague, but even those situations we managed to resolve the issues quickly and the customers still ended up happy with the service in the end. Overall, it’s been a really positive addition for our team and we look forward to continuing to improve our efficiency and customer experience as we move forward.
Jeune Premier · www.jeunepremier.ch · outside the top 100k
Gorgias is great and the more we use it, the simpler it becomes for us and our customers. Highly recommend
Compleat Angler Australia · compleatangler.com.au · top 100k store
Gorgias has been really helpful for our team over the past year, especially in handling high volumes of everyday customer questions quickly and smoothly. The AI Agent has been a big part of that, taking care of simple inquiries like subscriptions, tracking, and general product questions with consistency. It’s also been great working with Phil throughout the process. It’s made a real difference for the team by freeing up time from repetitive tickets, allowing us to focus more on conversations that need a human touch, especially the more complex or sensitive ones. While the AI works really well as a support tool, it still performs best with human oversight to keep things accurate and on tone when needed. Overall, we love it; it’s improved how we work day to day and made the CX experience feel faster, lighter, and more balanced for both the team and customers.
Supergut · supergut.com · top 10k store
We’ve had a positive experience with the Gorgias AI Agent overall and are continuing to refine and optimize it alongside the Gorgias team. While the AI is not always fully accurate yet due to occasional hallucinations, we’re hopeful ongoing improvements will help it provide accurate and helpful support the vast majority of the time. It has been especially helpful in independently resolving straightforward customer inquiries while maintaining a professional and empathetic tone. The AI Agent has also significantly helped manage high ticket volume, creating more time and space for our team to provide thoughtful, personalized support to customers who require more complex assistance.
Ramy Brook · www.ramybrook.com · top 10k store
Support has been easy to work with, and setup went super quickly for us. Having a centralized location for our team to work through for all customer questions cuts down on of time and clicks. The AI only gets better as it learns and when you understand it is a learning process, the easier it becomes to manage. Alessandro Montelli has been a helpful source for us when we do have questions, and we will definitely reach out to them with future questions.
Binkybro · binkybro.com · top 100k store
I have been using Gorgias for about 7 years and the last few years the customer service has been terrible. For the past few months I am having an issue and the AI bot just says we opened a ticket and someone will get back to you but nothing this has been going on for too long and its impacting the way we work. Shame on Gorgias.
Gemberry · thegemberry.com · outside the top 100k
The new upgrade is terrible. I can't delete a ticket.
Bleu Rod Beattie · bleurodbeattie.com · top 100k store
Using Gorgias Helpdesk has help streamline our email and voice tickets. Launching the AI agent has been incredibly beneficial in automating tickets being creating and getting inquiries answered fast.
Wigs.com · www.wigs.com · top 10k store
Muy contentos con Gorgias, con el soporte que nos dan ante cualquier duda y la ayuda al equipo de CEX en nuestro día a día
Blue Banana Brand · www.bluebananabrand.com · top 100k store
This app has been essential for our business. Ai Agent gets better with time and the overal experience for our customers to "self help" has freed up time for our CX staff to provide more attention on those enquiries that need it. highly recommened.
City Strength · www.citystrength.com.au · outside the top 100k
Have been using Gorgias for several years now for multiple brands and it had been great! I love the AI agent feature and it has helped us with a lot with productivity and efficiency.
Ouidad · www.ouidad.com · top 100k store
It’s ironic that the so-called best support app has some of the worst support I’ve experienced. I started a trial while using Shopify Plus, and they still haven’t been able to fix a store sync issue after a full week. For such a critical issue, and for an app of this level, it should have been escalated and resolved the same day.
VILRITA · www.vilrita.com · outside the top 100k
We’ve been really impressed with Gorgias, the AI Agent and Shopping Assistant so far. It recently handled a customer question completely on its own, no team involvement needed, and gave super clear info about product shelf life and storage. What we liked most is that it didn’t just answer the question and stop there. It kept the conversation going, offered helpful suggestions, and felt pretty natural overall. The customer walked away happy, and that kind of hands-off support is a big win for us. Definitely excited to keep using it.
Wondercide · www.wondercide.com · top 100k store
No support, no onboarding, no chance. The when I told them we were looking for a better fit they handed me over to a third party consultant to get set up. Worst app experience on Shopify. Switched to Gladly and they we super helpful and responsive.
Mr Beer · www.mrbeer.com · top 100k store
VERY DISSAPOINTING EXPERIANCE FROM WHAT LOOKS LIKE A GREAT COMPANY TO WORK WITH. READ MY EXPERIANCE We had a very disappointing experience with Gorgias. During the initial sales process, we were told that the platform is complex and evolving, and that it’s completely normal not to know exactly what we’d need upfront. Based on that, we answered our sales people's questions to the best of our ability and were reassured multiple times that we could adjust our plan later once we saw how everything actually worked in real use. Because AI is new to everyone and so we thought we would try it to. However, the contract they put together did not accurately reflect those conversations we had. After getting set up and realizing our needs were different than what was scoped based on questions 6 months into using it, we reached out to make adjustments—just like we were told we could with their salespeople. They quoted us a huge plan, very expensive that we needed this based on our volume of tickets. We were no where near these numbers and AI tickets and they warned us of overages and the expensive overage charges. Then I get an email 4/10/26 that is from Gorgias stating May 10th if you upgrade your plan mid billing cycle you'll pay a one time prorated charge for the upgrade. Well wouldn't this have been nice to know when they quoted me this huge plan and we would have planned accordingly. A lot of things represented to sell me this expensive software changed and was not in the contract that they said was all in there. Along with slow support response times, and when we did get responses, they were not helpful or solution-oriented. Most importantly, they refused to adjust our plan, despite clearly telling us during the sales process that flexibility would be available. It feels like what was promised during the sales call was not honored once we became a customer. If you are considering using Gorgias, make sure every single detail, expectation, and promise is clearly written into your contract is something I would strongly advise and make sure you love that contract because they will not work with you on this to make their app work for you if it is not in there. Do not rely on verbal assurances as in my case. In our experience, what is said during the sales process does not necessarily match how they operate afterward.
Sheridan Buckle Co · sheridanbuckleco.com · top 100k store
Beware: This app is EXPENSIVE! You pay a ridiculous $ 1.50 per ticket if you go over your plan, which would be acceptable if the chatbot was the best salesperson ever, but it is not. The chatbot AI did not solve many of our customer's tickets, meaning we often had to jump in and solve ticket manually - while still being charged. Tried it for a few months and dumped it.
Rotaris B.V. · unranked store
Software is nice. But their customer support is terrible. Non-existent. Phones cut out all the time.
Brace Direct · bracedirect.com · top 100k store
Super convenient and perfect for staying organized across multiple channels. It’s a powerful customer service tool is excellent. The AI is impressive. A must for our business. The Ai Agent is about as good as any I have seen.
Lea Black Beauty · www.leablack.com · top 100k store
We wanted to streamline and upgrade our customer experience. We also have a product that requires some education, and we get the same questions every day, so we needed a tool that could handle volume without missing anything. The ticket management is really solid, and the biggest plus is the integration with all the platforms we use, which has greatly simplified our CX team's workflow. I recommend Gorgias, it's a small investment that solves real headaches and saves you a lot of time.
Bello Water · en-us.bellowater.com · outside the top 100k
We’ve been using Gorgias for 2 years and it’s completely transformed how we approach CX. It’s helped us streamline support and scale automations across multiple stores. The recent AI Agent developments are really powerful and already making a big impact. Working with Alexandra and Stefan has also been great! Highly recommend for any Shopify brand looking to level up their CX.
Au Vodka · auvodka.co.uk · top 10k store
We've been using Gorgeous for more than two years now and it's been a great tool added to our stack. The team is professional, knowledgeable, and always responsive - truly top-notch service. Their AI agent is impressive - it handles real customer inquiries smoothly and independently, consistently getting it right, which takes a huge load off the support team. If you're looking for a smart, reliable CX solution, this is it. Highly recommend!
AHAVA Israel · www.ahava.co.il · outside the top 100k
We’ve had a great experience using Gorgias for our customer support. The platform is very intuitive and makes it easy to manage conversations from multiple channels all in one place. The automation tools and integrations have also been really helpful in streamlining our workflow. Overall, Gorgias has been a reliable and valuable tool for our support team.
Natural Life · www.naturallife.com · top 10k store
We’ve been using Gorgias for our customer support for the past 7 years and it’s been a great platform for our team. It keeps all of our customer interactions in one place and makes it much easier to stay organized. The AI features are also really helpful for generating responses and speeding things up. Overall, it’s made our workflow smoother and we’d definitely recommend it to other support teams.
Jack Rogers USA · www.jackrogersusa.com · top 100k store
Truly a game-changer for Customer Support. We've been using Gorgias as our CRM tool for more than a year now, and it has completely transformed the way we provide customer support. Everything is centralized, organized, and easy to act on. The AI Agent feature has also been a huge addition to how we manage inbound tickets. It handles incoming inquiries automatically, resolving common questions without needing our team to step in every time. This has freed us up to focus on more complex issues that actually require a human touch, making our support workflow so much smarter and more scalable.
Good Cup Coffee · goodcup.ph · top 100k store
So happy with Gorgias!!! Best investment in our customer support!
Polax · polax.dk · outside the top 100k
We’ve had a great experience using Gorgias. The AI Agent handles common customer service questions quickly and clearly, which saves our team a lot of time.
Childsplay Clothing · www.childsplayclothing.co.uk · top 100k store
We have been using AI Agent since November 24 and are very happy with its functionality and ease of use. Installation is quick and pain free, monitoring is very straightforward and changes can be made instantly if needed. We have gradually increased the amount of topics AI Agent can handle and have not had any complaints.
T.M.Lewin · tmlewin.co.uk · top 10k store
We have been using Gorgias for over a year, and our experience has been extremely frustrating. If you operate Shopify with a third-party ERP, the integration is unreliable and creates ongoing operational challenges. We have experienced significant syncing issues that directly impact customer experience. Support has been disappointing. Responses often lack clarity or resolution, and we’ve received explanations that don’t fully address the issue. In one instance, folders were randomly deleted. We were initially told the deletion was done by an admin user (me), but when support reviewed the account, they acknowledged it wasn’t. The ticket was ultimately closed without a clear explanation or resolution, and we are still without closure a month later. We’ve also encountered instability within the platform itself. Features have appeared and disappeared without warning. We have had folders vanish. Most concerning, the AI/bot has sent incorrect responses to customers, closed tickets without proper replies, or failed to respond entirely—resulting in customer complaints about lack of follow-up. For a CX platform, reliability and accountability are critical. Unfortunately, our experience has fallen far short of that standard.
Wholesale Supplies Plus · www.wholesalesuppliesplus.com · top 10k store
This has got to be the greediest and ruthless company ever. We were paying over $13.5k per year on Gorgias for the Advanced plan (6350 automations, 60,000 tickets). This is A LOT...but the story gets worse. I mention this because their pricing is not clear at all after that point. If you a fast growing company, (7-8 figures or more) I highly recommend staying away from this platform. Their upsell features are highly predatory and can increase the cost of your plan by a if your orders/tickets increase. Their AI automation feature auto-bills you over and over, to the point without telling us until its WAY to late, we were charged $14,000 on TOP of $13.5/year. We tried to work with them but we received threats. The AI automation costs them essentially nothing to run, but it would have brought our yearly bill to $27k. Instead of trying to work it out, they tried to strong arm us. For a customer service platform, it was one of the worse customer service experiences I've ever experienced and would not recommend it to anyone. We are switching to a competitor that offers the same functions and essentially unlimited automations. They just lost a customer paying 5 figures a year without any care.
Coldest · coldest.com · top 10k store
One of the worst customer service we experienced in long time. Basically there is no customer service and no one answers us for months... And there is technical issues - The AI’s reasoning isn’t showing for some of recent tickets. Instead of explaining how it came to its answers, it just says the reasoning data couldn’t be loaded. This is a problem because some answers seem wrong, and we can’t see where the AI got its information.
Livettes Wallpaper · livetteswallpaper.com · top 10k store
Gorgias has been instrumental for our customer service team by taking over the time-consuming requests, such as "where is my order" and "I'd like to start an exchange." The ticket queues and workflow rules have helped us organize and prioritize large numbers of requests while keeping our team lean. We can confidently recommend Gorgias as a full-featured helpdesk tool for your Shopify store.
JUNK Brands · www.junkbrands.com · top 100k store
They keep sending spam mails. Zendesk and Microsoft categorize them as spam. This Cindy W contacted us on 4 channels today with: "Hello, I noticed that your team may be facing challenges with Zendesk. Many brands struggle with integration limitations and overwhelming ticket volumes, especially during busy seasons. Gorgias can centralize your support. This improves productivity and reduces backlog without seasonal staff. Our AI Agent automates up to 60% of tickets. This allows your team to focus on high-value inquiries. Who is the most relevant person to chat about improving support at Norvine? P.S. I noticed you’re on Shopify. That's a good fit; they are 3x investors in Gorgias. Best, Cindy W | Customer Experience @ Gorgias" Please explain how you "noticed" that we are "struggling"? Do you work here? We struggle with your spam mails. And I've been telling you in the past already to stop flooding our inbox with your spam. This should be reported and banned from Shopify, seriously. Honestly, these scam mails should make every business aware and make them not want to use this service at all. I just installed the app to leave this review.
Norvine · unranked store
Gorgias has become an essential asset for our CS team. AI agent is learning very fast and significantly reduced response times and ensured high-quality response.
Lemonade Dolls · lemonadedolls.com · top 100k store
We’ve been using Gorgias for our Shopify store and it has completely improved how we handle support. Everything comes into one place including email, social media, and the live chat option on our store. The chat feature is smooth and makes it easy to assist customers in real time. What we really like is being able to set up AI workflows. You control how the AI responds, build automations around common questions, and decide exactly when an agent should step in. The handoff from AI to a human agent is accurate and feels natural, which keeps conversations clear and professional. This is a great tool for any Shopify brand that wants organized and scalable customer support.
THE BARN Coffee Roasters · thebarn.de · top 100k store
This app has worked great for us, and really built out our full customer support setup. The onboarding process was great and they were very helpfull at every step. It continues to get better and I fully recommend it.
VLS Golf · vlsgolf.com · outside the top 100k
Gorgias has been a valuable tool for our customer support team, helping us manage inquiries more efficiently across multiple channels in one place. Its automation features and organized ticketing system have improved response times and made it easier to provide consistent, high-quality support. Overall, Gorgias has helped streamline our workflow and enhance the customer experience.
RajaniMD · unranked store
The app is extremely difficult to navigate with very poor user interface. It's also very difficult to find info online that actually shows you how to use the app efficiently. It took over a week for someone on the Apps side to figure out that you only can send chats direct to your email if you're on a paid plan. You cannot test that function during the free trial. The pricing is ridiculous for what you actually get. Anyone that has been in the AI game for any amount of time knows what tokens cost and their fees for AI responses are ridiculous as well as the price to simply forward a chat through email has equally ridiculous pricing.
Toigo Racing · toigoracing.com · outside the top 100k
This service has been great and we have seen great improvement of productivity from our support team since joining a year ago. Highly recommend Gorgias.
Eargasm · www.eargasm.com · top 100k store
We have been using AI Agent for over a year, and it has significantly improved our customer response times. It has proven highly efficient in handling routine, repetitive inquiries such as order status, returns and exchanges, basic product information, and shipping details. During the holiday and Black Friday period, AI Agent successfully managed thousands of inquiries, allowing our customer service team to focus on more complex requests. It has become a valuable and reliable addition to our customer service team.
Luxy Hair · unranked store
We use Gorgias for our COSMEDIX brand and transitioned last year from a different support platform — the difference has been night and day. Visibility across conversations, orders, and customer history is dramatically better, which has made our CX team far more effective. The AI agent and Shopping Assistant have been especially impressive and are already driving incremental revenue for us, not just deflecting tickets. Integration and onboarding were straightforward and painless, even with a more complex Shopify setup. Overall, a powerful, well-built tool that has meaningfully improved our customer experience. Highly recommend.
C O S M E D I X · www.cosmedix.com · top 100k store
If you are looking for the best customer service app that natively integrates with Shopify and the Ecom ecosystem you are in the right spot. Gorgias keeps on getting better and better, with functionality that helps you scale at a reasonable cost.
Shop Houzz · unranked store
I have heard good things about Gorgias, but I am very unhappy with their customer service. I installed it in my store and was getting things set up on a 7 day free trial. Within hours of installation, it charged me a full $400 for the pro plan, completely negating the "free trial". When I pointed out the error, they quoted policies rather than resolving the issue, and didn't even bother to address me by my actual name. This is not an app I want to use for customer service when their own customer service doesn't come close to meeting our own standards of care. I'm very sorry I gave them a try at all.
Book and Bear · bookandbear.com · outside the top 100k
Gorgias AI has been a huge help for our support team. In this case, a customer asked how to return lamps, and the AI responded clearly, accurately, and fully aligned with our return policy, so much so that the customer left a 5/5 satisfaction rating. The response was well-structured, polite, and asked the right follow-up question without creating friction. It saves our team time while still delivering a great customer experience. Highly recommend for any Shopify store looking to scale support without sacrificing quality.
Archiology · thearchiology.com · top 100k store
We've been extremely pleased with our experience on Gorgias. From onboarding to launching... the process was smooth and has been great. We've seen a significant improvement in our ability to meet our customers needs. AI enabled agents responses have also saved us significant time and money. We keep getting better and better with the help of Gorgias's team.
Mephisto USA · mephistousa.com · top 10k store
We've been using Gorgias Automate since its inception, while in beta, and it's been almost 3 years now. We have grown together and are handling an average of about 50%+ tickets! The CSTAT is usually good and resolves issues well. Currently at 5/5 Agent resolution. What AI Agent did: +Instructed the customer on where to find their loyalty points balance. +Provided detailed steps on redeeming points and applying rewards at checkout. +Assured the customer that points do not expire with account activity. Of course, it doesn't always get everything right, but we have added much guidance on when and where to hand off to human agents. Overall, we are very pleased with it and would highly recommend it.
Annmarie Skin Care · shop.annmariegianni.com · top 10k store
support is non existent. I have sent 4 support emails over the last three days and no respons. Just a friendly AI that is useless. Secondly the software lacks many basic features like the ability to create filtered views that make sense. Something as obvious as "show me emails with no reply" doesnt exist. We sell in currency NOK, but Gorgias still show USD with the NOK amount. Go with the larger companies like Zendesk, Hubspot etc.
AgeLab.no · agelab.no · outside the top 100k
Love Gorgias. I’ve been using it as our customer support solution for a couple of years now, and it’s been a game changer. The AI and automation features are incredibly helpful, and I regularly rely on the analytics and tagging to stay organized and understand trends. Highly recommend.
Big Bold Health · bigboldhealth.com · top 100k store
You are discriminating with someone with a disability Use to love Gorgias until the now. They suddenly removed the ability to book a Google meeting . I am someone who struggles with extreme dyslexia and needed the Google meets. If they do not bring that ability back we will have to look elsewhere . have a question about billing plans and flows and got a blow off email...not good!!!!!
Experience Vinyl · experiencevinyl.com · top 100k store
Gorgias in theory has a good product and the value prop is there. The AI and responses are probably a 4/10. What makes Gorgias a 1 star app is how they handle issues on their platform. They advertise that their product can handle cancellations, variant changes, and order edits automatically. From day 1, this was completely broken for me and the ticket was escalated to their L2 support team. It takes multiple days between responses, only for nothing to happen. This is shocking especially as automated order edits is the key functionality their product advertises for Shopify integration. Where it gets worse is that their technical support rep completely lied to me and told me the issue was fixed by doing a customer sync, but it did not fix the issue at all. They did not provide any details on what the issue was, how they fixed it, and what they tested. They just lied to me and said that it worked when it remains broken, and now I have to continue testing myself and reporting errors to them. This tells you that their tech team is either not competent or does not care to fix high priority customer issues, which is why it's a 1 star. If you cannot fix tech issues, then lie to your customers just to close a ticket without helping them, then your tech team/support is just bad and doesn't care. It makes it feel like a scam. Your software cannot be trusted, and it calls into question the product at large and the (lack of) TLC that's going into it. I feel completely misled about this product and the false advertising that has taken place so far for me. This is a really bad experience as I have invested probably 36 hours of my time to get the guidance, macros, and rules set up only to be completely washed away by a horrific bug that their tech team has completely dismissed and lied to me about a "fix". Really, really disappointing and disrespectful to small/rapid growth businesses that cannot afford to sink and lose this many hours.
Showcased Cards · showcasedcards.com · top 100k store
Genuinley the worse experience of all platforms i have tried so far. the set up is a nightmare as the chat bot does not execute the given guidance or instructions at all if it even executes them at all since there is a bug when it comes to the customers verification step which according to gorgias is crucial for the Chat bot to get to the point of executing guidance. They also charged me before my trial even ended and have denied me a refund because they clearly don't care if you were still in the trial period neither do they care about if their service was actually provided or useful in any form or way. Highly suggest you to stay away from these, in my opinion scamers. They have also removed my access to their live support on their page and stopped replying to my emails after denying to refund my money. I have opened a chargeback now with my bank and hope to be able to retrieve my lost money. My time was unfortunately waisted
STRIDERS · www.striderssports.com · outside the top 100k
So happy we switched! Used Freshdesk for years and Gorgias is much better. The AI agent is great and handles many tickets without human intervention at all.
Lifelong Collectibles · www.lifelongcollectibles.com · outside the top 100k
We use Gorgias for customer support, and the AI agent has been a huge help. In a recent case, the AI fully handled a missing-item inquiry, responded quickly, asked the right follow-up questions, and resolved the issue without needing human intervention. The customer left a 5-star satisfaction rating, which speaks for itself. It’s saved our team time while still delivering a great customer experience. Highly recommend for teams looking to scale support efficiently.
Anne Klein · anneklein.com · top 100k store
Gorgias has helped us automate our customer support, to the point where Q4 customer support requires very little hands-on time for our team. We have been supported by Gorgias every step of the way, and it can do everything we have asked of it. When the AI makes mistakes, their team works through the issues with us, and we always get the problem sorted!
Arcade Belts · arcadebelts.com · top 10k store
This platform worked very well. They assisted us in setting up the AI agent functionality which took several weeks but turned out fantastically. Then they changed something, likely they degraded the LLM to save money. Suddenly our agent went from solving 95% of issues to failing in 100% of the cases. For example, it forgot what kinds of products we sell and started recommending unrelated items that we don't carry. It stopped being able to follow the logic that the Gorgias team wrote and so could no longer edit or cancel orders. It started promising things to customers that we cannot do. I've been trying to get in touch with support for 2 weeks now with these issues. I've tried reaching out to the team who built the Agent for me, but they don't offer support. I've tried working with their L2 support but response times are well over 36 hours and the issue is complicated enough that asking and answering questions with days between responses is never going to adequately identify the problem. I tried their regular chat support and they told me the code was sloppy and should be deleted- but they wrote the code. I'm left with no choice but to disable the agent because it's frustrating my customers with irrelevant responses, or worse promising that we will do something that we simply can't. It's very disappointing to see Gorgias opt to not support their product and to cheapen the service to this point. The few months of functioning AI Agent definitely convinced me of the value of this kind of thing. I'd be willing to pay close to a regular full time salary. But the Gorgias system isn't the right one because it's not supported. I know I'm not the only one with this problem. During the period I've been trying to get support the Gorgias support team has had to remove their own chat widget because they are being overwhelmed with requests. This is likely due to the failure of their system.
Topped Toys · toppedtoys.com · top 100k store
The AI Agent has been a godsend for our customer support team. It's super intelligent and also has been learning - it takes care of approx 80% of requests!
Imagix · myimagix.com · outside the top 100k
Gorgias’ AI Agent has been an absolute game changer for our support workflow. We’ve been continually impressed by how seamlessly it handles customer inquiries with accuracy, clarity, and a truly human-like tone. Our customers are guided through processes, like returns, without any friction. The AI Agent automatically provides a personalized return link, outlines the specific approval requirements, and clearly communicates the refund timeline once the item is received. It’s the kind of consistency and precision we’d expect from a seasoned support rep. What’s even better? Customers love it. Our AI Agent earned a 5/5 CSAT on a recent interaction, which speaks volumes about both the experience and the trust it builds with shoppers.
Willo · willo.com · top 100k store
Gorgias' AI Agent has helped automate a significant portion of quick response tickets, while keeping our CSAT and FRT metrics sky high. It's cost-effective and easy to train and navigate - highly recommended!
Dropps · www.dropps.com · top 10k store
We've only been using our Gorgias AI agent for a few weeks now, but I am so impressed at its capabilities. Our product specialist, Julieta, went above and beyond to help us set up our agent. There is a bit of a learning curve - both on the team running Gorgias and on the AI agent itself, but once you get the hang of the system it's an easy workflow. We're excited to continue to have our AI grow in knowledge and help our customers even more.
Juniper Books · juniperbooks.com · top 10k store
We wouldn't be able to handle our incoming customer service messages efficiently without Gorgias. It's a no-brainer. Customer support is such an important part of our business. We're a small team and the AI Agent feature helps us tremendously. Definitely recommend if you're looking to step your game up on customer support.
DefineMe · definemefragrance.com · top 100k store
The perfect app for CRM
Dulwich Health · dulwichhealth.co.uk · top 100k store
Gorgias integrates amazingly with Shopify and their support team are second to none!
SRSLY Health · srsly.health · outside the top 100k
We’ve been using the Gorgias AI Agent for a bit now, and I wanted to share a quick win we had with it. A customer reached out asking to update the shipping address on their order (#144269), and the AI handled the whole thing on its own — confirmed the address, asked the customer to double-check, and updated it once they said yes. The customer gave it a 5/5 CSAT, which pretty much lines up with what we’ve been seeing overall. It’s taken a lot off our plate and made our support feel faster and more reliable. If you’re thinking about adding AI to your support team, this has genuinely been a solid upgrade for us.
MONTKUSH · montkush.com · top 100k store
Gorgias has been a game-changer for our customer support. Their AI bot handles a big chunk of the routine questions instantly, so customers get faster answers and our team can focus on the more complex requests that actually need a human. It’s helped us cut down response times, stay more consistent, and save a ton of time day-to-day without sacrificing the quality of support. Highly recommend for any brand looking to scale customer service efficiently.
Autoslide Automatic Doors · shop.autoslide.com · outside the top 100k
I love working on gorgias and working with their team. They are invested in creating the best products and actively reaching into the future of AI.
Flamingo Estate · flamingoestate.com · top 10k store
We use Gorgias for 3 different platforms, including corresponding Meta, TikTok and email accounts. Pulling them all into one system has been an amazing timesaver. Set up was easy and adding chatbots was the cherry on top.
Candy Cow Jerky · candycowjerky.com · outside the top 100k
I’ve been really happy with the Gorgias AI Agent. It handles cancellations and simple requests smoothly, and our customers find it easy to work with. It’s helped lighten our workload without compromising the customer experience. Super helpful for busy days!
pureskin · pureskinmx.com · outside the top 100k
We have used Gorgias for years. Georgias has a lot of feautures and works well with Shopify, but recently costs have gotten out of hand. It is very expensive. Gorgias cost me $1,000 last month for less than 50 inquiries, which works out to about $14.50 per inquiry which is obscene. Support is non-existent even though I own the store I unable to get support. I am now evaluating other service due to horrendous cost and complete lack of support.
Agape Nutrition · agapenutrition.com · top 100k store
If i could give zero stars I would. Absolutely not "easy to set up" like I was sold on the initial sales phone call
Goldie Swimwear · goldieswimwear.com · top 100k store
I've been very satisfied with Gorgias in my time using it for 2 brands - user-friendly, plug and play with a lot of integrations, and solid reporting. We have recently upgraded to automations and AI, and that has boosted our CS productivity, reducing wait and resolution times, as well giving our customers more solid information without having to reach out. Would definitely recommend!
Express Water · www.expresswater.com · top 100k store
Gorgias has enabled our CX team to truly level up! As we've grown we added on the AI Bot which has been a game-changer in answering more common questions and giving time back to our agents to have deeper conversations with our repeat and VIP customers.
Remedy Science by Dr. Muneeb Shah · remedyskin.com · top 10k store
The Gorgias AI Agent has been a great extension of our CX team. It understands our policies, communicates clearly, and helps streamline returns, exchanges, and everyday questions. If you’re looking to scale support, this is a great solution.
Marcella · www.marcellanyc.com · top 100k store
Our company is a small with a smaller customer service department. Gorgias AI has been perfect for helping get through the of emails and chats without having to answer every single one myself! On top of that saving time and money, we are getting 5 start reviews for the AI correspondence. Gorgias AI has been a very big win for us!
Core Med Science · coremedscience.com · top 100k store
Great job by the AI agent on this one. A customer asked for estimated shipping and delivery dates for an order, and the response was clear, accurate, and easy for the customer to understand. It walked through processing times, explained the shipping timeline, and gave a realistic delivery window. The message didn’t require any follow-up from our team. This is exactly the kind of support experience we hope our customers receive. Thanks AI for being there for our customers when we are not :)
LOWA Boots · unranked store
We've been able to unlock automations like order cancellations with the Shopify + Gorgias integration. Historically, we would not catch these types of requests in time, the order would ship and we would have to pay to accommodate the customer's return back to our warehouse.
blackcrows · www.black-crows.com · top 100k store
We've been using Gorgias for our customer support for years, and the AI Agent tools have been a game-changer. The platform gives us tons of flexibility to set things up exactly how we need it, and honestly, the customization options seem pretty much endless – which is great because every business has different needs. Since implementing the AI Agent, we've seen real improvements in our metrics. First response times are way down, our team is resolving tickets faster, and our CSAT scores have actually gone up. The bot handles a lot of the repetitive stuff, which frees up our team to focus on the more complex customer issues that really need a human touch. Setup took some time to dial in, but once we got it configured the way we wanted, it's been smooth sailing. If you're looking for a platform that can actually help automate support without losing that personal feel, I'd definitely recommend giving Gorgias a shot.
Reebok · www.reebok.com · top 10k store
We switched over to Gorgias from Zendesk a little over a year ago and have been loving our experience so far! It's integration with Shopify is extremely smooth, and we've got a lot of support to built more custom solutions for our AI Agent to connect it to our other platforms as well, to over more direct actions for our customers. I also like how Gorgias is much more willing to listen to user experiences and potential pain points to add new additions to their upcoming road map. Overall very happy with our experience so far!
Estrid · estrid.com · top 100k store
We have been using Gorgias for about 2 years now. Switching to Gorgias has made a huge impact for our CS staff and the AI agent tool has opened up more time for the CS team to grow in other areas of our small family owned and operated company. Gorgias is always evolving and incorporating new ways to make things easier for the user across the board. When new people start they participate in the Gorgias academy to learn how to navigate Gorgias. It is even helpful for our seasoned team to refresh and learn something they may not have caught the 1st time around.
Aspire Nutrition · aspirenutrition.com · top 100k store
Gorgias has been an incredible tool for our team. The platform is easy to use, powerful, and truly streamlines our customer support. The AI Agent has been especially impressive—available around the clock, quick to understand customer questions, and able to resolve issues instantly. It’s like having an extra team member who never sleeps! Gorgias has genuinely elevated our customer experience and made our workflow more efficient. Highly recommend!
FreshCut Paper · www.freshcutpaper.com · top 100k store
Obsessed with Gorgias! We brought on their AI Agent tools for our customer care team and honestly? It's giving everything we needed. The platform is super versatile and lets us customize literally every detail to match our brand's energy – which, let's be real, is essential when you're keeping things glamorous and on-brand. Our response times are faster than ever (hello, instant gratification!), we're closing out tickets quicker, and our customers are loving it based on our CSAT scores. The AI handles all the basic questions so our team can focus on making sure every interaction feels special and luxe. It took a minute to get everything set up exactly how we wanted, but now it runs like a dream. If you want your customer service to be as flawless as your products, Gorgias is totally worth it. Major recommend!
Juicy Couture · juicycouture.com · top 10k store
Been using Gorgias for about a month now and cant speak highly enough of it and their support. If I have had any questions or concerns, they have been more than helpful to assist! Love it
Toyworld Australia · www.toyworld.com.au · top 100k store
Absolutely a game changer! Gorgias has completely transformed how we handle customer service on Yinzershop.com. In just the last 5 days, five separate customers specifically praised our support—and all the credit goes to this app. The automation and AI features do all the heavy lifting, letting us respond instantly and resolve tickets efficiently, which both our team and customers love. Integration with Shopify is seamless, and everything from live chat to email is unified in one easy dashboard. Support from the Gorgias team is truly PERFECT—friendly, fast, and effective. Can’t imagine running our business without it. LOVE IT! Highly recommend to every Shopify store owner looking to level up their support experience
YinzerShop · yinzershop.com · top 100k store
We’ve been using Gorgias for several years now and just recently installed the AI bot. It was a seamless process to train the bot to cut down drastically on customer service tickets by automating responses to FAQs through the chat and providing quick response time. Gorgias support itself is always quick to resolve any issues. Would recommend as easy to use help desk software with some do the best AI tools on the market
Café Devotion B2B · unranked store
Gorgias has been a fantastic tool for our customer service team to create more efficiency through the AI agent, and with the close shopify integration they don't have to go off platform to look up order details, meaning we get through more tickets. can't recommend gorgias highly enough to ecommerce businesses
Pace Athletic · www.paceathletic.com · top 100k store
Gorgias has streamlined our customer service. It's great to have a central hub for all customer inquiries. The use of the AI agent has helped customers answer those FAQ at all hours which helps people get the assistance they need during their specific hour of need. Setting it up is actually pretty easy, and they help you set yourself up for success. The more knowledge and guidance you give it the better it responds. Everyone should consider it especially if you're a smaller business like us.
Poseidon Bike · www.poseidonbike.com · top 100k store
Gorgias has become the central hub for our customer support across all our Shopify stores. Instead of bouncing between email, chat, and social DMs, my team can see everything in one place, right alongside the customer’s order history and tags. That alone has made us faster and more organized. What really stands out now is the AI + automation. The AI-suggested replies are surprisingly accurate and on-brand once you train a few templates, and they’ve cut down the time it takes to answer common questions like order status, returns, and sizing. We also use rules and macros to auto-tag tickets, route them to the right person, and send instant responses after hours, so customers get help even when no one’s at the keyboard. Setup was straightforward, the Shopify integration is deep, and any time we’ve needed support, the Gorgias team has been responsive and helpful. If you’re running a growing Shopify brand and want to streamline support while taking advantage of AI automation instead of adding more headcount, Gorgias is absolutely worth it.
LittleTuxedos.com · www.littletuxedos.com · top 100k store
Gorgias is the best platform our team has used. It's made a huge difference in our efficiency, streamlining our workflows, and improving our interactions with customers. It's easy and intuitive to use, and the support form the Gorgias team is exceptional. They don't just help companies with customer support, they lead by example.
Manduka · www.manduka.com · top 10k store
We recently encountered a billing issue with this app where we were overcharged $780 on October 24th, and we are still waiting for the refund to be processed. While mistakes can happen, the delay in resolving the overcharge is concerning. I’m sharing this so other users and businesses are aware and can keep an eye on their billing statements. I hope the team resolves this soon and improves the refund process moving forward.
Imagemakers (Pty) Ltd Trading as ImNow · unranked store
The best customer support app for the eCom with the most advances AI agent all under 1 roof. The easiest and most quick onboarding without any issues.
Elephant Stock · www.elephantstock.com · top 10k store
Great experience with the AI Agent from Gorgias. This has helped our store optimize our CS team tasks, and customers are pleasantly surprised with it. We were hesitant at first, especially being a luxury brand, but the Gorgias team was amazing at helping us tailor it to fit our standards and handover tickets to human agents when necessary. Recommended!
Johanna Ortiz · www.johannaortiz.com · top 100k store
I've been using Gorgias for over 4 years. I am astonished how much it changed for the better over time. This company truly listens to their customers, takes their feedback and makes improvements. We have been using the help desk, Ai agent and Ai Shopping Assistant. It is a game changer!
Blueroot Health Professional · unranked store
Our customer service team has used Gorgias from the beginning. Gorgias has always been reliable, ahead of the curve, and the best in the field. The technology is advanced and easily customizable. Our team loves the organization it provides as well! Overall, we love our partnership with Gorgias and are thankful for the ways they've served our business over the years.
Divi Official Inc. · www.diviofficial.com · top 100k store
We’ve been using the Gorgias AI Agent for a few months now, and it’s been performing better than expected. It handled a recent customer issue (discount code not applying) completely on its own clear communication, accurate troubleshooting, and a fast resolution. The AI Agent has definitely taken a load off our support team and improved response times. The overall experience has been seamless, and the support from the Gorgias team has been great. Highly recommend it to any growing brand looking to scale customer service without compromising quality.
JLUXLABEL · jluxlabel.com · top 10k store
We’ve been using Gorgias since 2017. It used to be an amazing tool -affordable, reliable, and backed by great people. Unfortunately, over the last couple of years, things changed. Prices went up disproportionately, our dedicated CSM was suddenly removed without notice, and support quality dropped drastically. When we finally decided to migrate to Re:amaze (which offered better pricing for the exact same features), Gorgias was anything but helpful during the transition. After eight years of loyalty, it’s disappointing to say this - but I can’t recommend Gorgias anymore.
Kewlioo · www.kewlioo.com · top 100k store
We’ve been using Gorgias for under a year, and it’s already transformed our customer service. The Shopify integration is seamless, and the AI tools save us time by automating routine tasks like order updates and cancellations. Everything from emails to chats is managed in one place, making our workflow faster and more organized. Their support team is excellent, and the platform keeps improving with every update. Gorgias has quickly become an essential part of how we deliver great customer experiences.
CSR Building Supplies · csrbuilding.com · outside the top 100k
Working for a small company with a very small customer service department, Gorgias AI has been perfect for helping get through the influx of emails and chats without having to answer every single one myself! I am more confident entering into our busy season with Gorgias by my side!
Pappy & Company · pappyco.com · top 10k store
I’m very impressed with Gorgias Helpdesk. After training the AI, it now handles a large share of support tickets automatically. This lets us run a lean support operation with only one part-time person managing cases that need a human touch or go beyond the AI’s current range. Choosing Gorgias over the four other options I reviewed turned out to be the right call.
Leaner Creamer · leanercreamer.com · top 100k store
Our Gorgias AI Agent had a query from a customer about whether the Primo Dolce close coupled WC has a gloss finish. What AI Agent did: • Confirmed that the WC features a double glaze finish described as polished, meaning it has a glossy surface. • Clarified the customer's assumption about the finish. • Offered assistance for any further questions. That clear communication earned a 5/5 CSAT with the comment: "AI was really helpful, and strangely knew all about my problem, and quickly resolved it. This is amazing service without any human interaction and Gorgias AI now resolves up to 35% of all our customer contacts.
34 St John Ltd · 34stjohn.com · top 100k store
So much success utilizing the AI Agent thus far - could not recommend more!
NutraBio Brands · nutrabio.com · top 10k store
We’ve been really impressed with the Gorgias AI Agent so far. It handles customer inquiries smoothly and naturally, even in more nuanced cases like explaining product differences or return combinations. It’s saved our team a lot of time while still keeping replies clear and on-brand. The AI also helps turn support interactions into great customer experiences, one of our customers recently rated a full AI conversation 5/5! Highly recommend it for any brand looking to improve efficiency and response quality.
GLAS Eyewear · www.glaseyewear.com · outside the top 100k
We’ve been using the Gorgias AI pretty much since launch, and it completely transformed how we handle customer support. What used to take hours each day is now done in less than 30 minutes — and that’s mostly just me checking how good the AI handled everything. What really impressed me is how human and caring the replies are. It’s not just fast, short answers — the AI actually sounds thoughtful, empathetic, and appreciative, even when dealing with the more “demanding” customers. Honestly, it sometimes does a better job than humans at staying patient and on-brand. Only a handful of customers ever noticed that it’s AI, which says a lot. We’ve even integrated it with Loop for subscriptions, so it can cancel, modify, or manage requests automatically — no manual work needed. Overall, the Gorgias AI is the best example I’ve seen of real, practical AI in ecommerce. It saves us time every single day and delivers better customer experiences at the same time.
Kombuchery · kombuchery.de · outside the top 100k
Gorgias makes customer communication simple and seamless. It is easy to use and keeps everything in one place, including email, chat, calls, and tickets. We recently started using it for both outbound and inbound calls, and every interaction is tracked automatically. It has made managing customer service smoother, faster, and much more organized. — Ari Siegel, Founder, History By Mail
History by Mail · historybymail.com · top 100k store
Our experience with the Gorgias AI Agent has been fantastic! Recently, it handled a customer question comparing our Bahama Naturals Gentle Oatmeal Sensitive Soap Bar to Dove’s Sensitive Soap, and the response was spot on; clear, educational, and personable. The AI explained the ingredients, benefits, and clean qualities of our soap while recommending other products that suited the customer’s needs. It truly felt like an extension of our team and helped deliver the kind of thoughtful support we value. Highly recommend!
Perfec-Tone · perfec-tone.com · top 100k store
Gorgias has been an excellent tool for customer service! Our team is small and mighty, but what we aren't able to tackle, Gorgias can pick up the slack and automate many things with ease to help keep the customer service process simple and easy for the customer!
Ignik Outdoors · ignik.com · top 10k store
I've been using Gorgias for the past 4 years, and we've been very satisfied with the granularity of support, feature rollout, community engagement, and overall user experience. The automation tools have been exciting to learn, test, and refine. I understand and appreciate Gorgias as an organization that values continuous improvement. Over the years, I've seen each channel become a little easier to use, and I feel assured that they'll continue to improve the user experience based on our feedback. A tool is only as good as its user, and Gorgias is making it easy for us to learn, refine, and thrive! Our customers are stoked, and so are we.
Vvolt · vvolt.com · top 100k store
Fantastic platform and team! We’ve been using Gorgias for a couple of years and couldn’t be happier. The platform is powerful, easy to use, and the support team is top-notch. The new AI Chat Bot is a game-changer—it handles routine queries flawlessly, saves us hours, and feels like an extra team member. All our channels are in one place, automation keeps things running smoothly, and the integration with Shopify is seamless. After years of great results, I wouldn’t consider switching to any other helpdesk. Gorgias just keeps getting better!
The James Trading Group · thejtg.com · outside the top 100k
Overall pretty good, it has helped us be so much more efficient with customer service. The Ai agent takes a good bit of training, but it has help cut down customer service time
EC Sports Supplements · ecsportsusa.com · top 100k store
Our experience with Gorgias has been wholly positive - it's freed up a massive chunk of resource in our sales and tech support teams enabling us to add value elsewhere, which has been invaluable. We have a very technical product and the AI assistant has been incredibly accurate in it's advice and support over email and chat (albeit after investing a lot of time in training) and also at covering more mundane day to day queries that it dispatches with ease. It's generated a decent amount of sales too, which for a store with a avg sale value of over $2500 is impressive. My only regret is that we didn't adopt Gorgias earlier.
Classic Retrofit · www.classicretrofit.com · top 100k store
We’ve been using Gorgias for years and love it! The platform is easy to use, reliable, and continues to improve. The AI features have become noticeably smarter and more accurate over time as they’re trained, making it even easier for our team to manage customer support efficiently.
Caboo · cabooproducts.com · top 100k store
Gorgias has been the best CRM we’ve ever used! They keep rolling out new features that not only enhance the customer experience but also make life easier for our support team. The AI agent has been incredible at helping respond to customers; it even cancels orders automatically when someone requests a cancellation. It’s boosted our CSAT and freed up our team to focus on the bigger, more complex tickets.
GHOST · www.ghostlifestyle.com · top 10k store
We used a different platform before, and switching to Gorgias was one of the best decisions we ever made. I would like to address a few positive topics: Personalized onboarding: Several 1:1 sessions on migration + a super comprehensive help center. Historical data (e.g., from Zendesk or other platforms): Can be easily imported - retroactively up to 2 years. Intuitive interface: Easy to understand, very logical structure. Automation: Flows, order management, AI assistant etc. We achieved a 30% automation rate after a short time and are really very satisfied with the work of the AI agent. Price: Billing by ticket instead of user accounts – for us, this billing model is very fair and less expensive compared to other platforms. Analyses that really help: Ticket tags, performance metrics, etc. are easy to set up – dashboards can be customized using drag & drop which helps a lot. Deep integration with Shopify: Unfortunately, we have an ERP in between, but otherwise you can do a lot with this app and it saves an incredible amount of time because you no longer have to switch between systems, e.g., for refunds, customer data, etc.
Paul Hewitt · paul-hewitt.com · top 100k store
Very underwhelming experience using Gorgias. I'm surprised there is so much fanfare surrounding this app. I tried getting passed the free trial and it kept telling me that my payment was successful but the app kept giving me a notification that my free trial expired. Beyond that I could not get support from Gorgias to resolve the issue and I struggled to set it up the way I needed. The application was clunky and unintuitive.
Apex Covers · apexcustomcovers.com · outside the top 100k
The best in the game! Gorgias truly helps us be the best CX team we can be, with next-level automations, AI tools, and world class support. Their team goes above and beyond to level up their merchants and really listens to the feature requests they get. Can't recommend them enough!
wool& · wooland.com · top 10k store
I cannot stress how crucial Gorgias has been to our CX team's success. No developers are needed, huge savings, and automations at your fingertips. Save your sanity and dollars and get on Gorgias!
Dr. Bronner's · www.drbronner.com · top 100k store
For E-com CX, Gorgias is unquestionably the best option to build out. You can start small and scale up with your growth or transfer over from a legacy system like Zendesk (I did, best call I made for the brand!) and see your CX have immediate improvements. When you throw in their new AI assistance, you've got a world class software!
260 Sample Sale · 260samplesale.com · top 10k store
Perfectly built for brands like ours. We’ve been using Gorgias for a few years now, and it really made for our type of business. It’s well integrated with Shopify and covers everything we need as a B2C brand. The pricing makes sense for our size, and the AI tools add real value.
VOITED EU · voited.eu · outside the top 100k
I couldn’t be happier with Gorgias, the team, the features, and the overall experience have been exceptional. We’ve been using Gorgias for four years now, and I wouldn’t consider switching to any other helpdesk.
Ekster® · www.ekster.com · top 10k store
We love Gorgias and it has been such a game changer for us! Not only for the experience we offer customers but also for helping lead the charge in changing the way people think about CX! Their team does such a good job at supporting you every step of the way and even though the tool speaks for itself, the amazing team is a cherry on top! Will continue to recommend gorgias every change We get!
Pepper · www.wearpepper.com · top 10k store
Gorgias has made our customer support so much easier. The workflows and AI agent support have been incredible game changers for our team to make things more efficient and streamlined. We love that you can make changes in real time to adapt to the fast pace and quick adjustments of ecomm dtc brands. Everyone I've worked with at Gorgias has been knowledgeable, kind, and quick to find resolutions for us. They value customer service and it shows. Thrilled we made the switch to Gorgias and never looking back!
Manduka US Sandbox · unranked store
Has the features we need to facilitate excellent service. I'm happy with the reporting available to me to keep an eye on our KPIs, and their support team is very responsive if I run into any issues.
DFTBA · store.dftba.com · outside the top 100k
My contact form has been down for more that one day, emailed twice the support team and I got strictly NO answer from them. Overall the app is pretty good, but when something goes wrong, them it seems will not be there for you (except useless AI automatic responses).
Cartovia · cartovia.com · top 10k store
I cancelled the service and they still billed me $900. They are refusing to refund the money even though it was cancelled before the renewal!
Fanny · fanny-3.myshopify.com · outside the top 100k
How ironic that a so-called CX app is giving me the worst customer experience ever. Our team has been reaching out for help since last month, and no one has responded. I’ve now sent two emails 48 hours ago regarding the outrageous $726 USD charge on my card. NO RESPONSE again. This charge was made without any prior notice or alert about a plan upgrade. That is unacceptable. I expect an immediate refund. On top of billing issues, the AI responses are a disaster. When there isn’t enough information, it fabricates random answers that only frustrate our customers. Plus we've been submitting multiple feedbacks to the AI responses, and no changes, same repsonse again and again. Worst of all, the lack of real support: you get bounced from one AI response to another, then finally to a person who passes you along again and promises a fix, but never follows through. This isn’t customer service. It’s avoidance.
Aura Estelle · www.auraestelle.com · top 100k store
the most expensive app we have ever used, just use shopify chat, you can configure the exact same.
bitesoft dental · unranked store
Great!
ARMRA · armraa.online · outside the top 100k
Looks terrible, cheap and chaotic, not as advertised at all. Cant login, no email with PW reset is sent, customers are waiting.
Erden-Project · unranked store
AVOID Been with gorgias with 3 stores, the onboarding help was pretty much none existant, now they dont even have support chat, My tickets have been piling up for days, still no one has reached out. If anyone from giorgias is reading this please help
Valentina Rose · valentina-rose.com · outside the top 100k
This app has been working very well for us and I always get the help I need when there is an issue. The onboarding was easy. It works well with Yotpo and other app integrations. - We're quite pleased.
C.O. Bigelow · bigelowchemists.com · top 10k store
Within 24 hours of installing this app for a trial, an unsolicited meeting request was sent to me and other random people in the organisation.
TEST DIGGERS CLUB · unranked store
very happy with the solution and support!
Nine West AU · unranked store
Very finnicky and so much extra navigation that's unnecessary. They delete all your data if you don't pay the subscription. So if you make a support page with A LOT of info like we did, make sure you save it. They don't care about you, just your money
OlenVR · www.olenvr.com · top 100k store
Gorgias offers a lot on paper, but my experience didn’t quite live up to expectations. The setup process was more involved than I anticipated, and despite being billed for the AI Agent with Product Recommendations, the feature wasn’t yet available — I even had to join a waitlist for it. This was especially frustrating since my store is still in development. I canceled early on, but was still charged for the feature, which felt a bit unfair given it hadn’t launched yet. Support was courteous but didn’t really resolve the issue. Gorgias clearly has potential, and I can see it being a great tool once everything is fully in place. But for now, I’d suggest waiting until all features are live and fully accessible before committing.
Genesis Digitals · www.genesisdigitals.com · outside the top 100k
Impossible to get in touch with their support. Too much AI and automation sometimes doesn't work :)
EzSpace · ezspace.com.au · outside the top 100k
Aplikacja co najwyżej średnia, a na polskim rynku mało użyteczna. Rezygnacja z subskrybcji oczywiście nieintuicyjna, a pomoc ze strony obsługi polega na tłumaczeniu, że zwrot pieniędzy jest niemożliwy. Nie polecam
Klub Płytowy · klubplytowy.pl · outside the top 100k
Für uns ist Gorgias eines der besten Tools, die wir je in Verbindung mit Shopify eingesetzt haben. Es hilft uns enorm dabei, Kundenanfragen schnell und effizient zu beantworten. Besonders beeindruckend ist der integrierte AI-Bot, der viele Tickets bereits eigenständig löst und nur dann an das Support-Team weitergibt, wenn menschliches Eingreifen erforderlich ist. Das spart uns wertvolle Zeit und steigert die Effizienz unseres gesamten Kundenservices enorm. Zudem bietet Gorgias noch zahlreiche weitere Funktionen und Möglichkeiten, von denen wir aktuell erst einen Bruchteil nutzen – hier steckt noch viel Potenzial für die Zukunft! Absolute Empfehlung von uns!
BORA Retail GmbH · unranked store
App is very expensive.
Egendesign · unranked store
Joaquin was a huge help in answering all my questions effectively and quickly. Guiding me through step by step. Very helpful! Highly recommend!
Jo+Jax · www.joandjax.com · top 100k store
Im leaving for something more professional. - The phone app doesn't work and is seriously lacking basic feature - The phone app is full of bugs. - The App is also buggy as hell. - Every time you send a message it closes it. causing a new "Billable Ticket" to be created. Which they then charge you for - Their Customer service is terrible. - When they update there application is changes your settings which for me caused billable tickets to be created. Which they then charge you for These guys are the kings of "Extra charges" they update there application to get more money out of you without mentioning. ive had to be on my toes this last year just to stop them form taking all my money. Ive had enough of this. I gave these guys a chance but they just too unprofessional. I would highly avoid these unless you fancy just giving all your money to them
Rocksolid Audio · rocksolidaudio.co.uk · outside the top 100k
Fantastic application and support.
LOBOCKI · lobocki.com.au · outside the top 100k
I created a new account on Gorgias for our new brand. After a few days, I got in contact with Gorgias support to ask if we were still in trial period on Jan 17, 25. Darko from CS team confirmed we were in trial period. A few hours later, I saw that we were billed on the same day Jan 17, 2025 for a month period with a high value package. I couldn't even have a chance to downgrade the plan and remove the services we are not expect to use because I was told we were still in trial period. And now, they are refusing to refund due to their no refund policy. We are not using the account. I have reset the plan to free and will close it asap. Awful CS, wrong guidance and scam. We were billed for $540 for nothing we used and now required to pay it. Be cautious for unexpected/uninformed billings! By the way, I reached them to benefit from referral program before creating the account. They messaged me that they were going to provide referral benefits once I created the account. But no updates since then. Too fast in billing, too slow in others.
Mark & Day · unranked store
The service lacks a proper spam filter. I can’t block email addresses or mark emails as spam. Additionally, I’ve been getting charged twice for months, paying €160 monthly instead of the expected amount. Unfortunately, I can’t recommend it.
HAUTTIEF · www.hauttief.com · outside the top 100k
Our account was billed even though we already canceled it.
Solarhandel24 · solarhandel24.de · top 10k store
Great onboarding and customer support. Very useful to organise and automate customer support tickets. 'Convert' is going to be very interesting too for boosting CVR and AOV.
HILTS · wearehilts.com · outside the top 100k
Avoid! Ongoing outages and if you use their API you lose all record of any email responses sent. Gorgias has advised that there is no way to recover these emails except for manually forwarding emails to yourself. Resending every email ever sent via gorgias individually to your own email so that you have a record in gsuite is not realistic. They of course recommend their API due to google deliverability issues which of course they can't substantiate.
Milkbar Breastpumps · milkbarbreastpumps.com.au · top 100k store
Love gorgias, makes customer service seamless and easy! Joaquin was very helpful with providing instructions for the domain verification, as we were experiencing issues with this. Cannot thank Joaquin enough for being so helpful!
BYCHARI · bychari.com · top 100k store
stay away. nothing works - waste of time! support is horrible!
Titan Cold Plunge Systems · unranked store
We are updating our review as a warning to those considering Gorgias. After we left their platform, we endeavored to remove what is ours off of their platform per Privacy Concerns. Gorgias, once again, rather than addressing our concerns and working with us to resolve this very serious matter, is, in response, sending us form letters and sending us in circles (We have had other privacy concerns with them. See remainder of our review below). Buyer beware. Read their TOS to compare and to make decisions before signing onto their platform. We were with Gorgias for around 4 years. They were good in the beginning--had good support and the platform worked as it should. But, in this past year two we grew very disgruntled with them and could not wait for our term agreement to end with them. Reasons: they are very over-priced, their support is spotty (they have cut way back on support in the past couple of years) and they send you in circles, often not resolving the issue. We paid for their phone add-on and it never worked, despite many support tickets. The phone didn't ring to us, it glitched a lot, it was terrible. The platform itself is "noisy." And, one thing users should be very aware of: IF you forward an email from Gorgias to another person and then email the original sender your forwarded email will go to the original person! This is a nightmare for customer service. They did not listen to my complaint about this and sent me in endless circles, which is what they do. They tried to tell me Google does this, but it does not. Their fix? You have to manually erase the messages that fall below the one you are sending, which includes any forwarded messages. As a busy brand, I can tell you, remembering to comb my emails to make sure I haven't forwarded anything when answering back does not happen. What happens? Customers can see what you wrote in forwarded emails and it might not be something you want them to be privy to. We are so very glad to be done with Gorgias. We have moved away from Gorgias, and on to a better platform, that offers excellent customer service without any of these issues and is a lot less pricey.
ThumbPRO · unranked store
Review stars is based on SUPPORT TEAM only! Its fairly seamless to install. Seems ok but have only recently installed. But the experience with their help desk is absolutely terrible today. Started off with 'Joeferson' who was somewhat a help with delayed responses. Then Sharmaine comes in after 30 mins saying she needs a min to catch up. ok no problems, thinking we only got 1 step in so wont take long. 25 mins later I ask if she is still there with a reply so basic it was ridiculous. Replied with the obvious of 'yes I have'. I ask has it really take an hour for you to tell me the code needs to be on every page i was it installed? (face palm). The asks me for a screen shot of the theme where I installed the code... ummm its not installed on the theme, surely you should know this? she replied with 'yes the content section, my bad!' wow... just wow. anyway a hour later she replies saying it to complex for them and they need the email team to do it, but dont worry, the team will continue trouble shooting! Over an hour wasted only to be told its to complex. Mind you this is only for the control center to be added to the website (what should be a simple issue). for an app that came recommended from my business coach, I think ill be asking for new recommendations because the support team they have on today don't know left from right. I dont normally leave reviews, especially like this one. I know most app support teams jump from customer to customer but oh my gosh. Extremely disappointed.
Get After It · unranked store
The HelpDesk | Customer Support app has been a game-changer for my Shopify store! Managing customer inquiries used to be a challenge, especially with limited team capacity, but this app streamlined everything.
neuraband · unranked store
I tried this in 2021, and my original review is beneath. I was recommended to Gorgias as a solution by Loopreturns, and I explained that I could not get it to work. They said it had changed a lot, so I signed up for the expensive ($380/month) subscription because our store has grown so much. I have to tell you that the app is even worse than it was before - they have added a new online course - but the images are wrong - and they apologize but they did not change it! I have been on trying to fix this for about three hours now - and talking with a support agent (Sharmaine) who is even more useless. I asked her how to change the logo size, and she asked me to write to the engineers to ask how to add that future in later releases! I will be long gone. The logo is microscopic, and you cannot change the size. Sharmaine said to increase the bit size of the file - up to 500k - how does that make sense? It doesn't matter how big the file is (I made it 380k) the file is microscopic. I am going back to the referrer, "Loop Returns" and telling them about my experience, as this reflects poorly on the referring developer. It does not work on Firefox. Secondly, when you try to access the app through the shopify window, it takes you to a "sign up new account" window, which is a useless loop. You then find your way to your support tickets, but cannot find the settings from there. Mostly, it does not work on Firefox, and this was verified by the support agent. Poorly designed app and is not functioning.
Verified Shungite · verifiedshungite.com · outside the top 100k
It's so frustrating... The pricing structure that they show on their own website is VERY misleading. By moving the sliding bar to tell them how much interactions you expect, it looks like you get 160 tickets a month for $10. This isn't the case. It took me to send customer support a screenshot for them to clarify that it's $10 for 50 tickets then $0.40 per additional ticket. Their justification on this was that the best option is to stay on the $10 a month then pay $44 as that's better than paying $60 a month on the next plan up! The next option is $60. We are off back to help crunch as we know where we are with billing! They pride themselves on transparency... Would be good if they started out being honest and transparent from the beginning!
FOX & WOLF · www.myfoxandwolf.com · outside the top 100k
After testing the app thoroughly, I have found that while there are some limitations, it's still a great app overall. I highly recommend it due to its intuitive and easy-to-use interface, as well as the great customer support Gorgias provides!
Customflags.com · www.customflags.com · outside the top 100k
Costumer service has a brain of a 3 year old...
FinalPutt · finalputt.com · top 100k store
Great support team. Very knowledgeable. Helped sort out technical issues with great attention to details.
Tulipanes Chile · www.tulipaneschile.cl · outside the top 100k
I must've played the customer experience roulette and lost. I have been trying to add phone service to my current subscription and had some questions about setup, but the level of support experience that I'm getting does not reflect the positive reviews here. Since when do you have to follow up to your own questions? I'm very disappointed. Edit: I had a feeling that this was an isolated case, but they reached out to me, and I was immediately put on the right track. I appreciate that Gorgias really pays attention to its customer base, and I'm happy with the results.
SewHungryhippie · sewhungryhippie.com · top 100k store
The Gorgias Support was amazing! Specifically the help of Magda, she was very professional and patient!
NotLabeled · unranked store
The app was great
C-IN2 New York · www.c-in2.com · top 100k store
Super happy with Gorgias. The best customer service app for Shopify with easy integrations. The support is great with fast responses and loads of help and resources. Looking forward to implement more AI features.
Dea Kudibal · deakudibal.dk · outside the top 100k
Great support from Emilija, super friendly and so helpful! Absolutely always feel supported by Gorgias
CafePod · www.cafepod.com · top 100k store
If you are a by the hour worker who never leaves their desktop computer then maybe its a decent app but if you are on the go and work virtually from your phone at times then it is the absolute worst, the app has a 1.7 star rating in the apple store's website. Good if you never use a tablet of phone, stay away from if you plan to use the mobile version. I complained about it multiple times and they did nothing, the app got worse when I upgraded my phone.
Rouge Care · rouge.care · top 100k store
The Gorgias Support is amazing, always here to help and try to find all the possible solution to help us. All the features proposed by Gorgias are user-friendly and easy to use.
© 2024 Charriol · unranked store
Gutes Tool, allerdings fragwürdige Preispolitik. Man wird schnell dazu gebracht das man alles integriert, damit einem später das Deinstallieren schwerer fällt. Ich habe Gorgias installiert, weil ich auch die Chatfunktion nutzen wollte und die FAQ´s als Selfservice im Chat anbieten wollte. Nun die böse Überraschung! Gorgias stuft genau diese Funktion als "Autmated" ein und berechnet für jeden Klick horrende Kosten!!! Hier kosten 30 "automated" Antworten, in diesem Falle ein Klick auf eine FAQ im Chat Fenster, 30€/ Monat. Zum Vergleich: 300 "normale" Tickets kosten 60€ pro Monat. Sorry aber das ist echt ein Witz, diese Funktion gibt es bei diversen Chatanbietern kostenfrei oder für ganz kleines Geld. Ansonsten ist die Anbindung von E-Mail super und man spart richtig Zeit, deswegen die 3 Sterne. Achtung: Bitte sofort den Pricingplan checken, nachdem du die App installiert hast. Bei mir war der teuerste Plan vorausgewählt und wäre auch abgebucht worden (was richtig teuer geworden wäre!!!), wenn ich dies nicht geändert hätte.
Bullsland Dogwear GmbH · www.bullsland.de · outside the top 100k
Great customer service platform for e-commerce, outstanding customer service and a lot of useful and helpful content!
Guud Woman · www.guudwoman.com · top 100k store
The customer support at this "customer support" software is comically bad. I have been using this software for almost five years and can not wait to get away from it.
WindowCleaner.com · windowcleaner.com · top 10k store
Gorgias is amazing at resolutions. They will always make sure all of your questions are answered and more!
EXO Drones · unranked store
The team at Gorgias is incredibly transparent and open to feedback, as they tailor their strategic plan and developments around the needs of their clientele. Since we switched to Gorgias at the beginning of 2021, we've been through large changes in ticket volume and the size of our support team has varied. Gorgias has been a stable platform for us throughout those changes and the flexibility and functionality are a huge value add for us. If you are a scaling support team looking for a helpdesk that can do it all - and is run by a team focused on your needs and open to feedback - I cannot recommend Gorgias more!
Rumpl · www.rumpl.com · top 10k store
We have been very happy with Gorgias app for Shopify. I'm excited to implement some of the newer AI features. I've had Gorgias for over two years now and rarely have issues. Their customer service is on it if there are.
Tour Striker Inc · www.tourstriker.com · top 100k store
Their phone app does not work - it is broken 5 different ways. We've been barking at them for 4 months. My CS employee has literally NEVER been notified of a customer on the site messaging us. They let us know it is just not a priority. Infuriating. We are looking for a new solution.
Yogo · yogo.net · top 100k store
So grateful for the quick and responsive support team at Gorgias!
Pink Stork · pinkstork.com · top 100k store
App would not integrate with email accounts as described and support was non existent, terrible app, don't waste your time or money
The Birch House · www.thebirchhouse.com.au · outside the top 100k
Gorgias makes life easy! Having all your platforms in one place creates a seamless customer service experience for your staff and customers. Can't fault their helpful team either - recommend for small or large businesses
Aletheia & Phos · www.aletheiaphos.com · outside the top 100k
Gorgias is a very complete platform. We are in the first steps to get the mas from it, but they are always ready to help.
Renzo's Vitamins · www.renzosvitamins.com · top 100k store
Despite trying for months, discussing back and forth with support, me and my partner never found a way to get notifications on our mobile devices to work. Also be advised, that you will regularly be logged off your mobile device resulting in you missing important live chats from customers. I don't recommend Gorgias - sorry.
Navipair · unranked store
The support from gorgias was very patient and friendly and helpful.
Skincerely Yours · skincerelyyours.de · outside the top 100k
I'm so happy to have chosen Gorgias to be our Customer Service app at the end of the day. Hit a few bumps with other apps and Gorgias came to the rescue. Incredible app that is developing at a good pace. They listen to their users and allow us to vote on certain features on the roadmap so they can understand their importance to us. Of course, the Shopify integration is the best out there as well. Looking forward to grow our business with Gorgias and elevate the Customer Experience with Gorgias comprehensive statistics and features.
NoCry · nocry.com · top 10k store
Great customer service app. Easy to use and install. Great customer service on their end too. Very impressed.
Silverette Usa · silveretteusa.com · top 100k store
The customer service at Gorgias is fabulous, it's a game changer for start ups that has the ability to scale up too. The best part is, they are always on hand to solve any issues and honestly speaking we didn't have any but the account rep really helps you make the most of tips and tricks like macros and automation which saves us so much time as a small team
Total XP · www.totalxp.co.uk · outside the top 100k
Always top service from Gorgias. Super responsive and helpful even showing videos how to explain things. Best customer service! Special call out to Ana.
Gisou EU · gisou.com · top 10k store
Thank you for your quick and easy support! Everything was clear and concise, and I really appreciated it. Take care,
Caci · caci.co.nz · top 100k store
I'd like to express my positive experience with Gorgias' help desk app, which has proven to be a valuable asset for handling customer support on my Shopify store. Despite encountering a few initial bugs, the Gorgias team promptly addressed and resolved them, demonstrating their commitment to improving the overall user experience. While there's room for improvement in terms of support responsiveness and waiting times, my overall satisfaction with the app remains high. I want to extend my gratitude to Dunja from the Gorgias support team, whose guidance has been crucial for a new store owner navigating both Gorgias and Shopify. I am optimistic about the continued success of my experience with Gorgias and appreciate the ongoing support.
Marbia Cosmetics · unranked store
terrible customer support! nobody answers!!! it is not working properly and it's been a week and I am yet to get any help at all!!!
QuietLab · quietlab.com · top 100k store
**** MISLEADING **** Firstly, I gave this app 1 star because I am sure it is a great app with loads of features although I did not set it up completely. The reason being that you should CHECK YOUR SUBSCRIPTION whilst on the FREE TRIAL before you set it up. They give you all features which is about $360 USD a month ($550 AUD) aprox. Then when you want to get off the free trial and opt in for the $10 USD a month, all you get is 50 tickets. Everything else is an addon and costs $$. Please live chat them first before setting it up to confirm the features and not waste your time.
Stoned Hilda · www.stonedhilda.com.au · outside the top 100k
Gorgias is a convenient customer service solution. Instead of remembering to check email, chat, FB, IG etc, it is all in one place. 4 stars instead of 5 as it is a little hard to set up and takes some getting used to.
Ease Living · unranked store
We switched from another major support desk a few years ago and have never looked back. We really value the ability to easily integrate so many of our platforms into Gorgias. They are frequently releasing QoL and performance updates. The best part by far though? Gorgias themselves have an extremely helpful and responsive support team.
Kion · www.getkion.com · top 10k store
Good app, but the customer service is lacking, which is ironic seeing as it is a customer support app. It would be a 4-5 star rating if the customer support was better. They takes ages to reply, there was even a time where the team were on a retreat, and live chat was just turned off. The automated live chat rarely answers the query you have. But I would still recommend the app.
Kapes Uniforms · shop.kapesuniforms.com · outside the top 100k
I would have given 5 stars until the recent nightmare with the required DNS domain verification. We are a small, family based company without an IT department and this was too technical for us. It was presented as "simple" yet it was anything but that. It's technical jargon we didn't understand, the written directions were too complicated and confusing, and it took multiple requests with support to complete it (emails, calls, & chat.) Finally, with the help of Richard, it was done after a few weeks of frustration. As far as the platform, it's been a good tool for us and we appreciate the integration with gmail and social media into one location. We are fresh off that debacle, otherwise the support and program had been positive.
Squid Socks · squidsocks.ink · top 100k store
Pretty good!
HomeDecor · hmdcrbyash.myshopify.com · outside the top 100k
not working even to setup the account, support low level seems they don't care to get new customers
RLF MINI · unranked store
Offers so many great features to support your Customers as a business Team. Always evolving and offer continued education. Great staff and helpful speedy Team members. Thank you.
ketolibriyum · ketolibriyum.ca · top 100k store
Overall a great app and I think the best out there for customer service and integrating with shopify. Help is currently a bit slower than it used to be (maybe short staffed?) and getting through on live chat can be a bit of a chore too, but once I got an expert on my case he (Nikola) was extremely helpful getting my DNS record updates sorted and even sent personalised Loom videos. Definitely personal service.
Green Tulip · www.greentulip.co.uk · outside the top 100k
Gorgias was awesome at troubleshooting our issue with DNS records for our domain. They were prompt to reply and very courteous.
Danger Coffee · dangercoffee.com · top 10k store
ALWAYS timely and helpful customer service. I can't fault Gorgias, their features, developments, and customer experience.
Mr Pool Man · mrpoolman.com.au · top 100k store
Nikola helped me with fixing rules in Gorgias. Thank you.
Ela & Earth · elaandearth.com.au · top 100k store
Best helpdesk for shopify by far. We were looking for a help desk to make our life easier and I have to say even though our needs are very specific we are 100 % satisfied. It is simple to set up, the possibilities are endless and they have awesome support. They are not the cheapest, but the money is worth it.
Fabini.cz · unranked store
At this point in time, I would say that their current rating of 4.3 (I'm giving 4 as the closest figure IMHO) is fairly indicative of where they're at -- for a TL;DR, you can look at all their 5 stars which highlight all the pros, to which I agree that Gorgias from an engineering perspective - is a pretty damn good E-commerce omnichannel helpdesk platform. In my lifetime of using Desk.com (previously by Salesforce), followed by Freshdesk -- I'm personally quite happy with the automations, macros and merging which are fairly intuitive. The Help Center mass upload feature was a bit broken unfortunately and that was part of where the troubles started and why I'm not giving a full 5-star review. As you would see with the rest of the 5-star reviews, their support/service team is pretty bad. I would say 3 out of 5 times I'd be given a canned response to an article, to which I would have already read and tried to troubleshoot myself before sending that first email. Thus, wasting my time in every first email I send out just to say "yes I've done that, what else can I try?" Most recently, it was escalated to someone with more technical experience (shoutout to Ogi) who not only was emphatic in making sure he was resolving my issue, but doing so in a timely manner because he didn't have all the answers either -- and he made sure I was aware upfront but would get back to me with a solution one way or another. Lastly, the onboarding experience was indeed non-existent. My sales rep was good in presenting the features (hence why he's in sales, and I loved it), but when it came to the more technical explanations, onboarding and helping me move forward it was unfortunately a bit underwhelming. As such, it did hold me back a month or two even trying to figure Gorgias out to the point where I just paid a month upfront so I can onboard my team and migrate from Freshdesk accordingly. Thankfully he did waive one month's fee as promised at the end, but it's such a huge disconnect between sales > support (L1), which I think would easily give them 5-stars all around if this part of their operations were fixed properly.
Comfort Works Global Pte Ltd · unranked store
There is no better customer service app out there. After having tried and finding issues with nearly every other customer service app on the marketplace, Gorgias was the answer to all of our problems. We cannot recommend it enough.
SHEATH UNDERWEAR · www.sheathunderwear.com · top 10k store
Joanna was super helpful!
NuFACE · unranked store
The integration was one of the easiest integrations I have experienced. The platform is very user-friendly and offers a lot of room for growth. Billing is based on the number of tickets, not the number of users so this can work very well for people who have a lot of users that interact with the tickets however the overall ticket count is lower. It is cost-competitive also. They offer additional revenue-driving features that are very nice because everything is housed in a nice platform rather than having to go to different apps and platforms. I have worked with their support on several questions and they have always been very responsive. This is a must-have tool if you want to bring your user experience. The default review process of the agents gets responses so we get real-time feedback on how support is going. Everything in the past never got much of a response rate. Great tool .
MaxBotix · maxbotix.com · top 100k store
NOT GOOD. They just keep on spamming you with emails. If you don't reply, they continue sending spam - once a week. You add them to spam filter, they use a different mail server and messages go through. Awful system - too expensive and not useful at all. There are hands full better and much cheaper alternatives out there (who also respect your privacy and don't send unwanted spam).
VeloBird · unranked store
Gorgias has an awesome integration with Shopify. It should be the go-to solution for CRM/tickets.
Tmat · unranked store
Gorgias didn’t work for us in terms of pricing structure. It quickly became way more expensive than competitors offering a similar set of features and so we requested a cancellation of the service in September. Unfortunately that cancellation was not actioned and it wasn’t until December that we noticed Gorgias had been continuing to charge us. They refunded us once we reached out regarding this. They don’t make it easy to cancel, and you have to ‘request’ it rather than them having a simple ‘cancel button’. Clearly this setup leaves room for error.
Pixie Wing · pixiewing.com · top 10k store
Gorgias is an amazing tool. If you are doubting whether or not it will be a good fit, too expensive, or any reason holding you back from trying Gorgias, throw those thoughts away! I was on the fence for a long time, and I'm so glad I tried it. It is a great platform that is easy to customize to make it work for you. Also, the customer service team within Gorgias is amazing. They are great and very willing to help you fix anything that comes up! We're a small team, and it allows me to be able to respond to my customers quickly with Macros. I've even created campaigns that have sold products for me while I was sleeping! What more can I say other than this is a great product and I don't see replacing it anytime soon!
Cart Tek · www.carttek.com · outside the top 100k
Stellar platform. Always lightning fast replies from support. New feature roll outs are on point and provide continuous value. Been a customer for 3 years with no plans of changing. Simply put we're huge fans.
JACK HENRY · jackhenry.co · top 100k store
The absolute best eComm helpdesk backed by an incredible support team! Working with Gorgias and their team of experts is nothing short of wonderful!
Fuel Meals · www.fuelmeals.com · top 10k store
Genuinely got no idea what we would do without Gorgias. We don't just use it for customer support and sales - we've even piggybacked onto it's ticketing system for internal workflows so staff aren't jumping between lots of different pieces of software. We looked at a lot of solutions this time last year and Gorgias was the only one that really had everything we wanted. 12 months on and we only plan on using it more heavily in more areas of our business. The only pointers I would give the staff here would be a) improve your search functionality! It's shocking! I'm saying this lightheartedly but I sometimes can't believe how hard it is to find an old ticket. b) We are heavy phone users and would like access to some of the phone events as triggers in some of the automation workflows. Thanks to the Gorgias team anyway. We're building an amazing business on top of you.
Mr. Logs · mr-logs.co.uk · outside the top 100k
STAY AWAY - They have Zero support and will pass you from person to person. There is zero on-boarding help and no one will pick up a phone to call you. You can only manage Facebook, IG, Tik Tok and email. It's not the be all end all like they make it out to be. For a company that sells efficiency and service they have NONE. In three days I think I recevied emails from 6 different people and not one of them knew anything! All they want to do is sell you there service and none of them know anything about what they are selling. I have emails from them saying "I know nothing on how to set it up, but it really great" How the heck you know it's great if you don't know how it works? Total waste of my time and energy trying to make this stupid thing work. I'll find something better with time.
Toltrazuril Shop · unranked store
They just won't stop sending spam emails. We asked multiple times to stop but still they continue. Don't know how they manage to get through the spam filter that I set up monthly to bnlock their email but they do. Bravo! We tried using it and that is what we found: 1) Very expensive compare to available free or less expensive apps on the market 2) They don't take privacy seriously. The privacy and general terms links are not even linked or working on their website. 3) The functionality and the price model is a huge joke ) Their team is only good selling their product or unnerving potential customers regardless if they want it or not Look for cheaper and better alternatives and you will certainly find some...
Steel Vintage Bikes · unranked store
they propose you trial for 7 days to check if it is a good fit for you. After 4 test tickets and just import mail box my account was disabled and i was required to pay for plan ... ? i try to contact with support team to get some information what happened as i just install app and didnt even test it. i got information that trial is limited and i have to buy subscription to use app. so my question is where are these information >? that i can use only 4 test ticket and than i have to pay for subscription. and how iu suposted to test app with 4 tickets ? also support..... nice guy who enter chat. 10 min waiting for respond. and after 3-4 messages he just gone without any messages..... if this is how its work the best thing is not even start to avoid future issues
Solar chargex · unranked store
Loving Gorgias so far. The tips and tricks as well as their responsiveness is unmatched.
Wondery · www.wonderyoutdoors.com · top 100k store
Really want to like this app given all the previous great reviews, but we are struggling with it. #1 - We use it for the most basic task: centralizing our e-mail helpdesk. But so far, we have run into issues with emails not syncing between GMail & Gorgias, we can't see replies that we sent via Gorgias in GMail which makes the experience super confusing because we cannot easily tell what we have replied to vs. not etc. #2 - I am sure the issues can be worked through, but what makes is even more challenging is that it is impossible to get on a support call and show the issues we are running into & get quick help making sure our setup is correct. Everything happens over chat. And while the team is fairly responsive over chat, most of the issues we are running into are complex enough that it feels like we are not getting anything resolved. For a helpdesk app, it is very disappointing that we cannot get the help we need to be successful. The schedule a help call calendar is booked 2 weeks out. #3 - The worst is even once we have a chat going with their team, the chat window disappears on its own and once you are out of the chat, there is no way to get back to it!
Airthreads · air-threads.com · outside the top 100k
Quick response, lots of helpful information and links provided by operator.
Ourself · www.ourself.com · top 100k store
Gorgias is charging for unsolicited services. I can't get a response from their customer service.
Combat Arena · www.combatarena.it · outside the top 100k
The interface is absolute a mess, there's no guidance in regards to setting up a simple chatbot. I can't seem to grasp why all chatbots have to be so damn complicated to make, rather than making a straight forward process. Cut out all bs and make it simple, like it is suppose to be.
Arcade · www.arcadestore.co.nz · outside the top 100k
Great app, easy to use...their customer service is second to none and they are always quick to get back to us and keep us in the know of upcoming/planned updates and any issues/steps being taken to fix them
EngagePickleball · unranked store
The features of this app make it so easy to interact with customers and I was really impressed with the onboarding process. Jami was amazing. She walked me through the app features that she felt would best meet the needs of my business. This was very impressive and showed that she had taken the time to learn about my website and my brand. The app itself is just as amazing. Gorgias makes things really user-friendly with the toggle on and off feature. I have not taken the time to explore all of the features but it seems to me Gorgias has provided a one stop shop for all things customer service.
Nifty Wigs · unranked store
Great if you like $500+ a month. It is not $60 as advertised.
Really Cool Living - Savage · unranked store
After a confusing start with the app, I managed to get it working. The support doesn't have a live support chat for some reason, and after a while they emailed back mentioning a phone call... Not something I was looking for to be honest. When I signed up I really thought the Starter Plan was free but it's not so after 7 days of trying the app I will be removing. Wish they would support smaller businesses.
Force of Life · unranked store
Really great support when needed.
SHRINE · www.shrineonline.co.uk · top 100k store
We are overall very happy with Gorgias and all the features it offers. The support team is quick and easy to work with and always answers our questions in a timely manner :) There are many features we enjoy about this platform!
Big Barker · unranked store
We had high hopes for Gorgias. But key integrations they said they had simply did not work. We were told repeatedly the issues would be resolved, but after weeks we had to abandon. Further, the phone queue functionality is extremely limited. If phone service matters, do your diligence - this likely isn't the service for you. You can't prioritize agents, adjust queue roll times, offer call backs, etc. - pretty basic stuff for any operation, large or small. They have some nice features and this may work for small/niche applications, but it's just not ready for prime time if you truly are a multi-modal shop. Finally, beware the trial - they charged us up front and offered credits in subsequent months. When the platform didn't work as promised, they refused to refund the up front cost despite the fact that we never used the credits. Not a huge deal -the real cost to my business was the time, effort and expense of employees to implement a service that didn't live up to the hype, but it's reflective of a poor approach to clients/accountability.
MirrorMate · mirrormate.com · top 10k store
Great app, Terrible support for bugs and issues. --- adjusted the review from 2 stars to 1 star after they decided to respond. They responded here as if something was going to happen, nothing happened. The service is terrible, they are constantly giving wrong advice and then someone else different picks up the ticket and gives additional wrong advice. ironic for a support ticketing app, shows their logic and systems doesn't work. save your sanity and find a different app.
Buildmat · www.buildmat.com.au · top 100k store
We've been using Gorgias for over a year now, and we could not be happier. The support team is phenomenal and jumps in to help out whenever needed. Any question you have, any issue that needs addressing, they get on it and give you a resolution as quickly as possible. Their team is top-notch, and the way they keep you updated on new product features and how to deliver an exceptional customer experience using Gorgias is out of this world. I cannot say enough about what a great choice it has been to go with Gorgias.
Comfort One Shoes · unranked store
very good App, Service and Support-Team
Arktisquelle® · unranked store
Best tool integrated with Shopify. Their team is agile, delivering multiple quality of life updates upon the time.
Hestiia · shopify.hestiia.com · outside the top 100k
Great start to using Gorgias. Starting with the $10 plan, limited to 50 tickets. Set up was easy and spam messages or instant closes don't count towards overall ticket count, so you can get a lot of real tickets through in that amount. Very organized within the dashboard, easy to manage support tickets.
Siam Blades · siamblades.com · outside the top 100k
A great solution for the multiple ways for the different ways customers communicate with our store. Previously the setup was opening multiple different apps and URLS which was hard to keep track of with the multiple members of team unsure who has done what. With Gorgias we have only 1 inbox now for our emails, chats, socials, Trustpilot and we can be sure all communication is answered efficiently and tracked well. The automatiions are also a time savee with good spam detection, macros for quick replies and rules to assign tags and statuses. The personalised onboarding and support are great also. Highly recommended product.
The Fine Bedding Company · www.finebedding.co.uk · top 100k store
I love Gorgias and the way it makes CX seamless - I've tried multiple other helpdesks and Gorgias has been my absolute fav so far!
Chomps · chomps.com · top 10k store
I am absolutely thrilled to give a 5- star review to this exceptional service provider. Their product quality as well as customer service is outstanding. I can confidently say that this service provider has won me over as a loyal customer.
Ombisi - The Gadget Store · unranked store
Our company have utilised Gorgias for almost 3 years now. Our team have been loving Gorgias. Their customer support team have provided us with wonderful support and advise. Even when system has some trouble, the Gorgias team provides us with constant update and ensures that our issue is being resolved. Will recommend Gorgias for their awesome service, system and intuitive app that make the customer service team life a blissful one :)
By Invite Only · www.byinviteonly.shop · top 100k store
We have had great luck with Gorgias and for the most part they are very responsive. We did just recently have an update that was horrible and it took about 3 weeks for it to be resolved and I felt like we didn't get much communication about it and when I reached out I kept getting the same questions over and over which made me feel like they weren't really paying attention. Before this, we rarely had issues and I'm hoping now that things are resolved we will rarely have issues so I did give 4 stars.
Beddy's · beddys.com · top 10k store
Love Gorgias, user friendly. I wish the old search was still available. All in all love using Gorgias!
Gussi · unranked store
Gorgias is easy to work with and always helpful with a quick and effective answer when we reach out.
Ancient Nutrition · checkout.ancientnutrition.com · outside the top 100k
Gorgias continued to bill AFTER we uninstalled the app from our Shopify Store. We also had consistent issues with Gorgias having significant down-time and the app logging out of our laptops and phones without notice. Unless you were on their most expensive plan, support was poor — ZERO live onboarding. We LOL'd at their reply to this review because their claim that they somehow help everyone equally was absolutely NOT our experience. It's self-serve unless you're at the very highest levels. One thing that particularly irked us was - after watching the how-to video, Gorgias expects you to grant them full access to all your brand's customer communication channels (email, all the social media channles, website etc). You never get to talk to a live person. We simply didn't trust or have faith in Gorgias to hand that access over. Luckily - many Gorgias features now come standard with Shopify since the latest Shopify update.
MicroPuzzles · micropuzzles.com · top 100k store
Having had the opportunity to interact with Gorgias ‑ Helpdesk & Live Chat, I can confidently say that it stands out in the crowded realm of customer service tools. The interface is seamless and intuitive, ensuring even the least tech-savvy users can navigate and make the most of its features. What's particularly impressive is their support team. They’re not just helpful, they’re proactive. Whenever I had questions or faced any issues, they were there with quick, detailed instructions, making the entire process a breeze. This reflects the company’s commitment to user satisfaction. All in all, for anyone considering a robust helpdesk and live chat solution, Gorgias is a top contender that should not be overlooked. Highly recommended!
Gladskin NL · unranked store
This app has made our life a lot easier with automations and was pretty easy to set up. Customer service is very prompt and helpful!
NaturoBest · uk.naturobest.com · outside the top 100k
My team made the switch from Kustomer to Gorgias last year and are very pleased - the increase in speed is phenomenal and the platform serves as a one-stop shop for our various integrations. I wish there was a more robust reporting system and that different features of Gorgias were more readily able to be automated.
Sheertex · sheertex.com · top 10k store
If you know how to navigate this enough, it will be a treasure specially with the price :) I just hope there will be live chats in whatever plans you have
Genius Games · www.geniusgames.org · outside the top 100k
Great customer support; they were able to help with issues integrating into the new system quickly and efficiently! Although my team has been having technical issues in some areas, the support team has been very helpful in getting us back on track.
Freedom Street Garage · freedomstreetgarage.com · top 100k store
Marijana was courteous and professional. She responded with detail and explained things in a way I could understand! I very much appreciate excellent service!
Primal Kitchen · www.primalkitchen.com · top 10k store
There is a MASSIVE bug in Gorgias - Once you click "Send" or "Send and close," there's a popup that says "Message sent" along with a button that says "Undo." If you close the tab before that goes away, your message DOES NOT get sent or saved in drafts. You have to do it over! I've spent an afternoon plowing through tickets and now I have to do ALL of them over again.
biotikur · unranked store
Very bad application and service. We sent an email to their billing department and we did not get a response on the unsubscription. Also very difficult to use compared to Helpscout. I do not recommend it at all. They made a reply and said that it is unsubscribed. However, IT IS NOT!!!!! I still see my credit card details and can login to my account. What is going on with you guys and why you made it incredibly difficult to cancel?
Bergen Creative · unranked store
We recently had an amazing experience with Gorgias! Their platform was incredibly user-friendly and efficient, making it easy to manage customer support needs. The team behind Gorgias was knowledgeable and helpful, providing great service whenever we needed assistance. We were impressed with how seamless the entire process was, from getting started with the platform to resolving any issues that came up. We would highly recommend Gorgias to anyone looking for a top-notch customer support solution. Thank you so much for all your help!
Capillus · www.capillus.com · top 100k store
Gorgias is a user-friendly tool with extensive customization options. It has significantly improved my customer service efficiency. The Gorgias support team is highly responsive, and the automation features are valuable.
Stonebridge Imports · stonebridgeimports.com · top 100k store
We downloaded and set everything up losing our whatsapp history in the process - the app is good but we would still need to go outside of the app to manage facebook group comments and others areas such as whatsapp ony being able to reply within 24 hours which doesnt work for us over the weekends - regrettably will need to find another solution
CurlyGirlMethodClub · curlygirlmethod.club · outside the top 100k
It works fine! This is the third helpdesk app I worked with and I’m very pleased. It is deeply integrated with Shopify so you can do a lot from the help desk app, makes it great to work with. Also works fine with the Shopify contact form which was not the case with the earlier helpdesk apps. Great customer support.
Twinkles Dental Jewelry · www.twinkles.net · top 100k store
I am enjoying Gorgias and all of the additional features they offer. It's really refreshing to have someone in your corner from the platforms side. Jack is a great account manager and I truly appreciate all the help he provides. Additionally, customer support is great and quick. Nothing negative to say, the ride has been very pleasant so far!
MindfulSouls · unranked store
Straight forward implementation and integration with existing Shopify Plus tech stack, ability to ingest or import tickets, macros etc from another platform and around the sun support that is truly second to none...what's NOT to love?!? Suspect we'll only be dipping our toes in the water as far as using the full suite of functionality but Gorgias allows our currently small team to ably handle enquiries, with room to grow. Highly recommended.
Koko Black Chocolate · www.kokoblack.com · top 100k store
We're a small company with only two CS agents. We've been on Gorgias for a few years now and recently switched our Voice service to their native VOIP solution, switching AWAY from Aircall. It was a great decision. Aircall was very difficult to work with, prone to hacking, and had pretty bad overall service. Gorgias has been great. Not only is the voice solution easier to use, but it also integrates SMS very cleanly, and Gorgias customer service is fantastic. Their porting team got our numbers ported over within mere days. Two thumbs up.
Meghan Fabulous · unranked store
You can't "undo" when typing a whole email into their text box! When you decide, oh, I should save this and make it into a macro, so you select the whole email and mean to hit copy, but you hit paste instead, then the whole entire thing is GONE!!!! FOREVER!!!!!! THIS IS A BASIC EMAIL FUNCTION — UNDO!!!!
Ted's Brain Science · unranked store
Moving from Zendesk to Gorgias has been the most wonderful experience! It is so intuitively easy to use and this is so useful when training new staff members who have picked it up so quickly. It has really transformed our customer service experience for both customers and our team - thank you so much for a fantastic product!!
Natio · www.natio.com.au · top 100k store
Customer service through Gorgias is very responsive and they always have a solution. They also encourage feedback and I have seen the implementation of feedback given on multiple occasions.
millyandcoup · millyandcoup.com · outside the top 100k
Always responsive. I may not get full resolution on my issue due to the technical nature of the problem BUT I am always kept updated with how the team are working on the problem. I can't really ask for more than that from the Helpdesk and Chat service. Nice one!
FRAHM Jacket · frahmjacket.com · top 100k store
Have utilized both the Helpdesk and Live Chat for assistance with onboarding new team member. Fantastic turnaround times and solid knowledge-sharing, regardless of the level of (question/feature) difficulty. Keep it up!
Lemon Perfect · lemonperfect.com · top 10k store
Gorgias is our first ticketing system. We've used it for about a year and it's been a game-changer in managing customer issues. So much information at your fingertips, pulled in from Shopify. Recently I built a Help Center and Quick Replies; both excellent for efficiency. I had some final questions and the Gorgias Chat was not that helpful, nor did they answer timely. So I scheduled a Zoom session with a consultant - in 30 minutes Maria solved all my issues and my Help Center and automated replies were launched by end of day! I would give Maria 5 stars but overall this review is 4 given the delayed or opaque replies I have received from the Chat help, multiple times. That said I highly recommend Gorgias if you use Shopify. We have 9 people in our company-so you don't need to be big to benefit from this tool. I seriously cannot imagine running our business without Gorgias at this point. My husband and I are in a different place than our CS team. The ability to oversee customer issues, and manage escalations is amazing.
AIR GEAR · www.airgear.store · outside the top 100k
Very helpful. I may have had the easiest issue ever, but still it was solved in seconds. Kudos! Huzzah.
Combustion Inc · combustion.inc · top 100k store
Our small (5 employees) company switched from Hubspot to Gorgias about two months ago and we're very satisfied. Our customer service rep is absolutely thrilled with how easy to use and intuitive Gorgias is. The integration with Shopify was seamless and far more helpful than what we received from Hubspot. I especially love having the customers' entire purchase/contact history right next to their message - it makes it far easier to prioritize VIP customers!! We had one issue last month and unfortunately had to wait over an hour for assistance (hence the four stars), but I was assured it was due to a high number of tickets that day.
NerdyKeppie · nerdykeppie.com · outside the top 100k
Easy to use and excellent customer service! Have had some issues, but customer service is fairly quick to respond and always provide a helpful answer.
Basic & More · basicandmore.dk · top 100k store
The support team were very helpful and patient with my queries. Although they were unable to help with my problem, it was quickly referred to a technical team member.
Aussie Pharma Direct · www.aussiepharmadirect.com.au · outside the top 100k
I use Gorgias everyday and it helps me manage my work and tasks so much. The Gorgias Team as super helpful and are always so quick to respond. Highly recommend.
Gisou UK · unranked store
I use Gorgias for my eCommerce Customer Support and love it. Very simple to use and saves me so much time having all of my customer information in one place. Backed by a very friendly and helpful support team. Highly recommend!
Bar Stool Home · www.barstoolhome.com.au · outside the top 100k
Great customer service and onboarding process. If there aren't any direct integrations they'll generally help you create a system that solves the issue.
OddBird Co. · www.oddbirdco.com · outside the top 100k
Customer support was top-notch! They gave solutions to the problems we're experiencing. Keep up the amazing job!
TopFoxx · topfoxx.com · top 10k store
Fast and accurate and very user-friendly. What more can you wish for? At a very democratic price also!
Robi Water · unranked store
The helpdesk is very fast with replies, and always help with any problems I have. If the agent is not able to fix the issue, they pass it over to those who can and always help in a timely manner. Thank you!
Noughty UK · unranked store
Great experience joining Gorgias, Eryn our onboarding manager it's amazing! Providing all the support we need for this migration.
Shop Statik · statik.com · top 100k store
Omar was fantastic; I rarely use customer service. However, your team is always proactive, informed, and efficient whenever I need it.
Reggie · reggie.com · top 100k store
All my questions were answered promptly. I appreciate the time they took to help me work out the best solution for my business.
Chloé and Amélie · www.chloeandamelie.com · outside the top 100k
I rarely require customer service as most information is easy to find and use, which is why I generally enjoy using Gorgias. What interaction we do have is always quick and efficient, however.
Richer Poorer · unranked store
Service was quick and was able to get this issue solved promptly! It was nice that they provided photos, but I did notice that their settings looked different from ours, so that did make it a little confusing since we did not have the same options available. However, they were still able to get us to the right spot.
RipSkirt Hawaii · ripskirthawaii.com · top 100k store
Customer service won't assist us with a sign up meeting. They are just telling us to watch webinars. It's really odd because they have options to have a sign up meeting? Gorgias is not entirely intuitive to use (in my opinion) and we need some assistance, but unfortunately they won't help us. Might have to delete as we really need some support. It's so great that some people have had good customer support. Unfortunately, this wasn't our experience.
Byron Bay Gifts · byronbaygifts.com.au · top 100k store
Great customer service. Some app partners we have are very dismissive when I reach out to them, but Gorgias always goes above and beyond to make sure there is clarity and that I actually understand the answer. Special should out to Emilija who assisted me on my last inquiry : )
Evelyn & Bobbie · evelynbobbie.com · top 10k store
Great product and very good customer service. They are always very quick with solving your issue when you reach out to support
VKTRY Gear · unranked store
Absolutely incredible! The team is so fast at handling issues/fixing them and always taking suggestions for new features as well. They are SO helpful. The Gorgias system itself is a game-changer. It has allowed our team to handle customers' requests faster and create a better experience for everyone. I can't believe we went so long without Gorgias. SO thankful!
Zoe · zoebaby.com · top 100k store
Such a great team! Their support agents are quick and helpful, as well as our awesome CSM! I definitely appreciate the town hall meetings and how client-focused the whole team is at Gorgias. They're always eager to hear from their clients and always pushing to make the app better for us.
Clare V. · www.clarev.com · top 10k store
We have been impressed with the easy transition to Gorgias from our previous platform and have been especially appreciative of all of the help from the onboarding teams to get us set up for success quickly!
Rowan, Inc. · heyrowan.com · top 10k store
The ability to integrate with multiple platforms seamlessly with Gorgias has been extremely helpful to our processes and the way we handle our customer service. An excellent experience so far with their customer service support and customer success managers.
Lifespan Fitness · www.lifespanfitness.com.au · top 100k store
From the very first interaction with Gorgias, our experience has been and continues to be brilliant. Our replatforming of our ticketing software was relaxed, easy and without any major issue. All minor issues were dealt with in a timely and patient manner. We are now up and running with a really cool system and our agents love it! The flexibility and intuitive design has made everyone's workload easier.
DID Electrical · www.did.ie · top 100k store
I've been asking to have someone in support cancel my account. And I keep getting the runaround. Feels like my account is being held hostage. Either give users the ability to cancel their accounts, or provide clear instructions on how this can be done.
Microwave Pork Rinds · unranked store
This is the second company I have used Gorgias for support. It is very easy to use and with the right setup and integrations, it saves a lot of time for other tasks.
Snubbies · unranked store
We migrated from ZenDesk to Gorgias and could not be happier. The app is fantastic and support has been prompt and helpful. Keep up the good work!
Blue Kazoo · unranked store
I contact them whenever I have any questions and they always explain things kindly and in detail. I have received a lot of help in using the Gorgias site.
COKODIVE · cokodive.com · top 100k store
We are a small online store, but would rate Gorgias very highly. The App works great for our small team, making it easy to work together to swiftly resolve customer issues. Customer support has been excellent from Gorgias both with implementation, which we found quite easy and the ongoing support for when we need help. Rules and Macros have saved us loads of time, and the Self Service help desk is a great help too. Before we used a much cheaper app that did not have the functionality, but didnt have the investment. But we have spent more, but saved more time as we grow. We are glad to have made the move.
TAPP Water (Malta) Ltd · unranked store
Don't think twice about making the switch if you are on the fence. Our company had been using Zendesk for over 10 years when we made the switch. Not only do we love the features of Gorgias more than Zendesk, but the cost is substantially lower. I am also impressed with the level of customer service they provide. We made a mistake on our end and they actually took care of us! We did not have any expectations, but their response to our situation was swift and extremely classy! Thanks again Gorgias team, we look forward to many years with you. Grip Studs/Zipline Gear
GRIPSTUDS · unranked store
They make it unreasonably difficult to cancel a subscription. Just try to locate the button to cancel Gorgias (spoiler: you can't!) You first need to start a live-chat with an employee to get rid of Gorgias, which is ridiculous and tedious... We live in 2023, not 1999....
thegreenlabels.com · unranked store
Was using Zendesk before, and Gorgias has quite a few things they do better, especially so if Shopify is in your tech stack. Highly recommend, and definitely keep an eye out on the "upcoming features" calendar as this is one of the few companies that have executed more often than not on their planned (and communicated) improvements to their platform.
n+ | Mercedes AMG F1 Bikes US · unranked store
They always help me instantly - they are in your corner as well. Thank you Vio for your speedy response and help <3
Ü Calming Co. · unranked store
We made the move from Zendesk a week ago and can already tell we made the right decision! From the onboarding to our internal reporting, this has felt like a huge upgrade. Features we were told about during our sales calls actually work in the way we hoped and we know as we learn more about the functionality, the more we will be happy with our switch. One of our main reasons to move was the Instagram integration Gorgias offers, we are thrilled to truly have our team on one screen, instead of bouncing around a bunch of apps!
Melanie Casey · www.melaniecasey.com · top 100k store
Brilliant platform. Easy to use. Customer support is outstanding. Would highly recommend for any ecommerce brand needing an easy way to manage customer support and social media tickets
Merwave · merwave.com · top 100k store
**SCAM APPROACH*** I took Gorgias just for a trial and guess what? at the end of the trial I got a bill to pay per month of 540$!!!!!!! I'm now waiting for an answer from their billing team but this is such a scammy approach as I only tested the platform for a week before probably going to their first plan of 10$! This is really a scammy approach, even when I tried to downgrade the plan it was not working, my god!
Koss Design · kossdesign.com · outside the top 100k
**SCAM APPROACH*** I took Gorgias just for a trial and guess what? at the end of the trial I got a bill to pay per month of 540$!!!!!!! I'm now waiting for an answer from their billing team but this is such a scammy approach as I only tested the platform for a week before probably going to their first plan of 10$! This is really a scammy approach, even when I tried to downgrade the plan it was not working, my god!
Koss Design - · www.kossdesign.eu · outside the top 100k
Responsive team, with a robust platform that is regularly updated and enhanced. Gorgias has provided the tools and support our business has needed to continously scale up.
Village Craft & Candle · villagecraftandcandle.com · top 100k store
An excellent option for Shopify+Whatsapp integration. So far so good. The best option after trying other competitors.
Bañoidea · banoidea.com · top 100k store
Gorgias is an amazing app and has been instrumental in our customer support team's success. Their team is always helpful. Our recent need for help with their support team was resolved efficiently and successfully.
JAXXON · checkout.jaxxon.com · outside the top 100k
Their team has been providing support and assistance ，and responding to questions in a timely manner. Then will also consider our actual usage when handing over more features to us!
thatskyshop · thatskyshop.com · top 100k store
Honestly can't imagine life without Gorgias now! It saves so much time as we have templates for all of the most common customer service questions, and we've created an online help centre where customers can find replies to common queries without having to get in touch, which has further reduced the number if enquiries. The support team at Gorgias are really helpful and friendly too. Would definitely recommend :)
Angel & Dove · www.angelanddove.com · outside the top 100k
Their support team is always there to help. Can't thank the team enough. Highly recommend Gorgias to any company utilizing Shopify as their helpdesk.
MìLà · eatmila.com · top 10k store
Love this app. Great software and customer service. Integrates well with my tech stack (Shopify etc.).
Hiya Health | Essential Super Nutrients for Kids · hiyahealth.com · top 100k store
The agents I have interacted with were very knowledgeable and quick with their responses to my requests. Thank you!
KAGED · www.kaged.com · top 100k store
I love Gorgias! The app is perfectly integrated with Shopify, couldn't live without it. And their customer service responds in a few hours (normal you will say for a customer service app x) Keep it up!
MoEa · moea.io · top 100k store
Our team switched from ZenDesk to Gorgias in April 2021. We're still using Gorgias as of March 2023. Their team responds quickly and takes their user suggestions seriously. They try to continually improve the software for the functionality of all their users. So glad we switched! Still love the move to Gorgias! Very happy with the platform.
Lucy · lucycoaching.co · outside the top 100k
Be careful. If you turn on auto-reply they will count it towards your billable tickets. There is no clearly visible disclaimer when turning on this rule. We incurred over $700 in overage fees which they are not willing to refund although we have been a Gorgias customer for years and have spent thousands with them. Hopefully this review will save someone else this grief. Feeling scammed.
Lavoo · lavoohookah.com · outside the top 100k
Gorgias has been so helpful in managing our inbox and providing better support to our customers. They are so responsive and willing to help build workflows/rules and layouts that better support our support team. I've worked with Gorgias on other clients, and they all love what the helpdesk has had to offer.
Good Pharma · drinkgoodpharma.com · outside the top 100k
Not really understanding some of the recent negative reviews of Gorgias. This is hands down the best customer service app we've used and it is constantly improving to keep up with the changing nature of support. We are a Shopify Plus user with five stores running through a single Gorgias account and the experience is seamless. Add to this a transparent product road map with the ability for users to upvote and suggest improvements, along with a very responsive customer support team, and you've got yourself the best support app for your Shopify store.
Norlan · uk.norlanglass.com · top 10k store
Can't remove this app from our site completely. The chat window keeps popping up, unable to find a solution on their site.
Luxe Fabric Supply · unranked store
If you are like us, thinking of moving to Zendesk to Gorgias. Please don't. They advertise chat and email support BUT for chat its takes 5-6 hours to receive an initial acknowledgement and even then they still haven't responded to my query. For email support it takes 72 hours to receive an acknowledgement. Apparently they have lots of staff on leave and it was also 2 day public holidays but its been week and they chat is still showing limited support. If you are like me used to getting instance response from Zendesk chat support, don't bother moving. Also for integration we received no support, only some prerecorded videos. If you are SMB you are so much better of staying on Zendesk. Huge mistake on my part to move to this joke. Now I have to pay the developers twice to move back to Zendesk
Smile Makers · smilemakerscollection.com · top 100k store
Gorgias touts all of these integrations they have, but most setups are horrendous. Have to do a ton of work with all kinds of weird HTTP, web hooks and code stuff that most small business owners using Shopify may have a huge struggle. I know I sure have. Setting up Zapier integration is far too complicated. If you're going to support any integrations, please treat it like no one is a coder. Once we have to incorporate any code you've lost us. Also, the general UX experience of Gorgias is just not great. Navigation is weird and super busy. The mobile app couldn't be more worse. Lots of sales fluff on their website with very little followthrough, certainly with tons of friction for setup. I don't recommend this app at all.
Wildlife Tree · unranked store
We don't recommend this company to anyone. (1) Their customer service has consistently taken 24-48 hours to get back to our query, while they preach and teach their customers to reply within few mins and hours. (2) Their profit margin are their priority. All of a sudden I just got an email saying now they will charge nearly $2-3 per sms/voice calls, which was free till now. (3) Who charges per ticket!!! Why? Exactly explain why? We started using Gorgias as had seen mostly all shopify stores use it. (4) Recently, in a short frame of time, they developed a lot and lot of integration with other apps, which is great but it makes me wonder if other apps are getting paid by Gorgias through back channels, as these integrations increase the number of tickets created in Gorgias and Gorgias charges per ticket - seems very dodgy.
Laaveen · laaveen.com · outside the top 100k
We used this app for a number of months but decided to migrate away. Gorgias is well established however we felt that it was trying to do too much and the customer got lost in persistent automation. The support team were excellent at the onset but that ebbed away over time and I didn't feel it was appropriate to continue with this solution. A nice product but not compelling enough to keep as our first choice app.l
Mountain Dog · www.mountaindog.uk · top 100k store
Can't send SMS. It's been weeks and they still haven't fixed it. I rely on this heavily and no one knows when or if there will ever be a resolution. I'm losing clients because I can't operate fully.
MyCubeSafe · unranked store
I have had a great experience on my second try on getting Gorgias set up. The first time there were many issues. Amy Elenius reached out to me and has worked with me to get all my issues resolved and up and running. I look forward to growing my business by offering excellent customer service now that I have the perfect tool to do it. Thank you
Coastal Gifts Inc · unranked store
We've been using Gorgias for almost a year (after migrating from Zendesk) and it has made our lives considerably easier. Handling tickets is super easy, the tagging system is intuitive, and we have integrated Gorgias with all the apps and systems we use, which saves us a lot of time.
Prestat Chocolates · prestat.com · top 100k store
Emilija is super super helpful and stayed around all day to try and work on the issue I was having! Amazing service.
DrinkWell · drinkwelluk.com · top 10k store
Been using it for almost 2 weeks now and it's an absolute game-changer. Even if you're just a one-person support team, it can give you multiple wings and save you so much time! Not to mention, they have excellent support as well that's prompt to reply.
Peel Away · unranked store
Their support team is amazing. I just recently ran into an issue that stumped me for 2 of my 6 stores and Emilija was able to not only fix my issue but send me videos to walk through the changes and steps she took to do so which helped me out greatly now and for my notes in the future.
THEIA · theiacouture.com · top 10k store
Gorgias is easily the industry leader and best choice. They are an innovative company with phenomenal support and product development standards. As a user, you will feel more like a partner. They are constantly putting the work to build the best tools to meet your needs. We use Gorgias with Shopify and it is by far the top live chat and support tool in the industry for startups all the way to enterprise. Alfred N Head of Operations Shikohin Inc.
Shikohin · shikohin.com · top 100k store
We use this app to access our customers and order information on Gorgias CRM. The Gorgias Team is one of the most supportive teams I have dealt with. They have become a bit slower than before on chats but once you are connected to them they respond in a timely manner. The team members are friendly courteous and empathetic, they escalate if the issue is too complex and their tech team is also very responsive. The Support Team also does regular follow-ups if input or feedback for an issue is expected from our end. We love the fact that they take regular feedback on new improvements/ features and actually DO implement some of that feedback. In sum, despite some shortcomings/ limitations, we love being part of Gorgias for their excellent support and responsiveness.
Biktrix Electric Bikes · biktrix.com · top 100k store
One of the worst apps to use for customer service. 1. They updated how they pull in comments for Instagram ads without notifying us and started charging based on # of ads which is ridiculous 2. Their support "live" team is horrible - take 10-20 minutes to reply to each message. Will send one half-assed response, I'll reply to the chat right away, will not reply again for another 10-20 minutes. How is this "Live" support? How can a customer support platform have horrible customer support? STAY AWAY FROM THESE CROOKS
Uproot Clean · uprootclean.com · top 10k store
They care about profit more than the value they give to small businesses. I've heard many great things about them, and I was excited to try. Somebody contacted me after I had downloaded the app and told me they would be interested in getting on a call and go over the app and it's features. It sounded like a beneficent way to onboard a new customer into a pretty complicated app (at first glance atleast). I spoke to a charming salesperson, Zoran, who had told me about an onboarding specialist helping us set up and such.. But there was a catch, you had to sign up for their PRO plan that was in the ballpark of $300 a month. The first month was "free". There was no consideration for our business and how much we'd use it, even though I told them we wouldn't use that often in our non-busy season and once we got busier, MOST of our inquiries come from our Etsy channel. So it's very important that they have an Etsy channel integration. I emphasized that point numerous times. He said he'd look into it. I got out the call thinking that as nice as the guy was, he only cared about the sale more than anything else. We had a call in a week, and his attention to my top concern would provide a light whether my suspicions were true. As soon as we got on the next call, he said - and I think i'm paraphrasing here - "are you ready for the PRO plan!?". No mention of Etsy. It was just about making the sale. I called him out on the fact and said that there's no chance of us being on the PRO plan now for this year. That means no onboarding for us. The whole fake vibe of Zoran changed once he knew there would be no chance at us going on the Pro plan and pay $300 a month. The conversation swiftly ended after that because I mean, why talk to somebody who isn't paying your bills? For my fast growing business, I think we'd be better off using another provider that would care about building the relationship while we're small.
OrnamentallyYou · ornamentallyyou.com · top 100k store
I use this app daily for multiple uses within our company. The app has even introduced new special features that make it all the more worthwhile. The support team is just an added bonus as they are always prompt and efficient in addressing my needs.
Style Edit · styleedit.com · top 100k store
Sent us an email to say they are TRIPLING the price we pay. Disgusting how they treat customers! Don't do it. They are too big to support startups now. This is an enterprise app these days.
Royal Essence (Australia & New Zealand) · www.royalessence.co.nz · outside the top 100k
In response to Gorgias' response- DO NOT USE THIS APP IN THE NEAR FUTURE. Since my original review we now have had several people reply to our emails and customer support requests, but all they've done so far is confirm that the system isn't working in the ways we're saying that it's not working. The phone system kicks agents off calls when new calls come in, the email import timed out after days of trying to import emails, then wiped our account clean when the import failed, when emails are uploaded we're getting duplicate emails in multiple boxes so agents are doing double work and stepping on each other's toes, our user accounts were all deleted over the weekend and nobody knows why, you can't leave an after hours message, etc... like I said before it's a great idea but a HORRIBLE execution. At this point we're trying to get our money back for the time we paid for the service that's worse than unusable- it's making our agent's jobs harder and wasting our tech team's time. Hopefully with the $30MM they just raised they can actually build the service that they're selling. And Connor used a free gift for listening to the pitch offer to get my attention then never sent the gift and hasn't replied to any of my emails after the account sign up was completed. He got his sale and was done with us. ******* Original Review: It's a great idea and they sell it well but it doesn't work and nobody calls you back. Starting with the salesperson, Connor who makes promises that the company doesn't keep, to the implementation team that disappears before the integrations are working, to the system itself that isn't ready for use (no hold function on the phones and when a call comes in and an agent is on the phone it kicks the agent off the current call and gives them the new call) gorgias is a huge disappointment. I never write bad reviews, btw but all of our emails to anyone in the company are go unanswered and the executive team isn't reachable on linkedin or any other way. Hopefully this review will get someone's attention at gorgias and they can fix this situation.
ProHealth Longevity · unranked store
I do not recommend it. After uninstalling the app, the widget is still displayed on the store. We cannot reconnect to our account somehow, and this is the response we got from support. "would definitely recommend you book a quick call with us so we can go over your business needs and give you a walkthrough of the new revenue-generating features that we launch. Our team there will be able to help out on reconnecting to your old account and answer any questions that you have regarding our product! " After this message, they don't answer anymore. Very Frustrating and Unacceptable.
Stickyrama · unranked store
Horrible customer support. This is very strange because this is a customer support app, but it looks like they have to work more on improving their support!
Jeans4you.shop · ca.jeans4you.shop · outside the top 100k
This app smells scammy all over the place. Used it for a while, but it got to complex. Then trying to get out, is not easy. No delete account button, and you need to chat with them. And how is that going? Not good at all, since they are stalling,... stalling.... stalling....
Skolehuset.no · www.skolehuset.no · outside the top 100k
We love Gorgias! It has helped our business to streamline our support and help center. We love the way their website chat works by pulling useful articles by "understanding" the intent of the customer.
Undrdog Surface Products · getundrdog.com · top 100k store
We're really enjoying Gorgias - the migration was super quick and smooth and the interface is very easy for out team to get to grips with. The reporting features and automated flows are a big bonus. Just waiting for Whatsapp integration to go live and then all our CS can run directly through Gorgias!
Roland Mouret · www.rolandmouret.com · top 100k store
Positive experience so far. Easy to use, lots of resources, and very helpful support! I would recommend it to any business owner who is looking to improve their customer support.
Laflore Paris · www.lafloreparis.com · top 100k store
Gorgias is the perfect ticketing system for ecom (especially with Shopify users) I love a good tech stack that is all integrated. Great job guys. The FB community is just a great bonus too!
PILGRIM · www.pilgrim.ch · top 100k store
There is a lot zto learn about Gorgias but the team is always very helpful and gives you a fast response to your issues. The App is very unserfriendly.
Hundeliebling · unranked store
Great app with really good customer service! Over the last few days I have had to reach out to customer service for a couple questions and they helped me tweak a few things in a matter of minutes!
Jude Connally · judeconnally.com · top 100k store
We have been using the Gorgias app for almost a year now, and it has allowed us to continue to grow our company without having to add customer service staff. It streamlines the whole CS process, integrating every channel of communication into one tidy but robust platform that one person can manage, allowing as much automation as we could possibly want or need, but making it completely customizable so we can maintain the personal and human touch our customers value so highly. they provide training both live and asynchronous, and when I just need to reach out to get an immediate answer, they have never failed me, even on weekends. Gorgias lives out the kind of customer service we want for our company, and they make it possible for us to do.
Bare Bones · bare-bones-3.myshopify.com · top 100k store
Gorgias was good, albeit limited at first however they have now released an update to the android app which causes it to no longer work. This renders the Gorgias platform useless. I'd strongly recommend looking for another customer service ticketing option as when raising any faults with Gorgias they are simply ignored.
Confettified · confettified.com.au · outside the top 100k
We absolutely Love Gorgias! The helpdesk exceeds our expectations. It allows us to automate simple tasks, organize and assign tickets efficiently and manage our customer service department with customer care in mind. On top of all that the support team at Gorgias is very helpful and always available to assist us with our inquiries. Would highly recommend it to any team looking to streamline their customer service process especially if you use Shopify for sales.
Travelpro · travelpro.com · top 100k store
Nous utilisons Gorgias depuis le début de notre activité. C'est un outil puissant et très bien pensé, soutenu par un service HelpDesk remarquable d'efficacité. Nous le recommandons.
Maison Dorée · www.maisondoreecreation.com · outside the top 100k
Gorgias added phone and IVR to their CS offering. In trying to switch from Grasshopper to Gorgias for our IVR phone service (as it was included with our PRO offering) it took a few inquires to get the answers to questions I was seeking, BUT after a few back and forths, I was able to get detailed answers to the questions I was seeking. Overall, as long as you're patient and willing to persist/ pry a little, it seems you can get the answers and a little more help outside of links to articles you've likely already read.
Solé Bicycles · www.solebicycles.com · top 100k store
I sent a screenshot what I am looking at, and I can get a quick and helpful response from the team, thank you!!
Scandinavianbiolabs.com · scandinavianbiolabs.com · top 100k store
lies to us about prices and insists on not keeping promises even when it is obvious they have made the promise (written). Extremely high cost per ticket.
Famme · famme.no · top 100k store
I had a query and was helped by Emilija B, who was fantastic, my problem was solved in minutes and I was given clear easy to follow information. 5 star to Emilija B is well deserved! Thanks again for the help, Sam :)
Goodwin Smith · goodwinsmith.co.uk · outside the top 100k
We use this app for our customer service & warranty departments. Pulling in the customer data and historical order data is a real time saver. Customer support is pretty top notch as well. We had prior experience with another ticket software and Gorgias is just better.
Favorite Fishing · favoriteusa.com · top 100k store
Very helpful app and responsive team. Have only used it a couple of times, but to great success so far.
Good Stock · unranked store
As always, the support I received this evening was quick, professional and resolved my issue. Thank you Ognjen M.
Riff Raff & Co Sleep Toys · unranked store
Received the most amazing help this morning from Ognjen M, all my problems solved and was very patient with me.. can't thank you enough :)
OMNI PET LTD · unranked store
Amazing Support! They have helped us so much within the last couple of weeks and Emilija B has especially helped us a lot today. Really really thankful
misa.art · unranked store
Best Shopify chat app on the market! Perfect integration with all the important players on the market. Support is blazing fast and has an answer to every question.
Brunott Juwelier · unranked store
Great app to manage our emails and they offer reasonable rates. Plus, the customer service is excellent!
Silver Phantom Jewelry · silverphantomjewelry.com · outside the top 100k
Excellent app! Easy to set up and use. Communication with our customers has been significantly improved and it's great to see how our agents are positively progressing month by month. Gorgias customer service is also excellent! There's no question they cannot answer. :) Would definitely recommend the app!
RED MILLS Outdoor Pursuits · unranked store
Gorgias is a fantastic platform to operate Shopify customer support on. Nothing like it at all! I highly recommend using Gorgias for any growing company that is wanting to drive excellent customer support!
Glow Up · sascha-martini.com · outside the top 100k
I love Gorgias! The opportunities to automate and customize your workflows are endless; CX challenges are different everywhere and I love that Gorgias gets that. Djurdjica was super helpful and got back to me right away about my question, too :)
Clare · www.clare.com · top 10k store
I recommend using Gorgias for every merchant using Shopify! its is so intuitive and gives many tools so that even if your support team doesnt have a lot of experience Gorgias customer care team - from set up to growth is so helpful!!! and the integration is really easy. Our agents team loves using it as well!
TANAOR – Nano Jewelry · tanaorjewelry.co.il · outside the top 100k