Gorgias

Better than Zendesk

Commenti: Pleasant.

Aspetti positivi:

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

Aspetti negativi:

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

Alternative considerate: Help Scout, Intercom e Zendesk Suite

Perché scegliere Gorgias: Multiple languages in one ticket and ease of use.

Software precedente: Zendesk Suite

Perché passare a Gorgias: The multiple languages, ease of use, and price all in one.

Best help desk, highly customizable, reasonable price

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

Aspetti positivi:

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

Aspetti negativi:

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

Gorgias Is Good But Having Severe Issues With Growth

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

Aspetti positivi:

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

Aspetti negativi:

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

Gorgias Experience

Aspetti positivi:

The ability to set up an automation that auto answers and closes tickets has been great.

Aspetti negativi:

We wish the live chat was a little more user-friendly.

Totally changed our customer service

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

Aspetti positivi:

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

Aspetti negativi:

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

Alternative considerate: Zendesk Suite

Perché passare a Gorgias: It was very specific for ecommerce, had a strong integration with Shopify which was great!