Gorgias: Helpdesk, Chat & FAQ

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. Show more

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. Show more

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. Show more

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 Show more

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. Show more