Gorgias

I absolutely LOVE Gorgias - it is the BEST HelpDesk Software.

Commenti: I really enjoy Gorgias, so much so that I recommend it to any company that I consult with for Customer Success over the last 2 years. I've been in the CS industry for 17+ years, and this is the best. I've used Zendesk, Freshdesk, Kustomer, and Hubspot but Gorgias wins! It is user-friendly, easy to set up and deploy, AND has incredible sentient AI, and I love the social integrations. It's a fantastic omnichannel support system. Highly recommend! Also, the support staff is epic!

Aspetti positivi:

I was an avid Kustomer user for years, and Gorgias lured me in with all of their incredible, easy-to-use features. I love the social integrations, especially the social lead segments, AND I love that they have integrated phone calls now!

Aspetti negativi:

I can't think of anything, honestly. I've been in Customer Success for 17 years, and this is the best.

Great Product!

Commenti: The overall experience has been fantastic! Our team is so glad we found Gorgias. It has impacted our team's time in a very psositive way and customers have been very pleased with how quickly we are able to reply to them. Very straight forward.

Aspetti positivi:

I love how easy it is to use. It has saved us so much time in replying to emails and tracking our internal records.

Aspetti negativi:

I still struggle to understand Chat and reporting. I feel like there's a lot of potential in both, but eager to better understand how we can best utilize Gorgias.

Gorgias

Aspetti positivi:

User-friendly and very easy to understand, and customize. I’d use it again.

Aspetti negativi:

I wish it had a better / less office look, make it more easy on the eyes.

Very helpful for staying organized and consistent

Commenti: Before we migrated to this platform, it would take almost 72 hours to respond to customer queries, but with this software, we cut that time down to just around 30 minutes on average within a few days after migration.

Aspetti positivi:

The company's engagement with it's users. There's also a lot of helpful features that will optimize the customer service provided to our clients

Aspetti negativi:

There's a lot of updates and it tends to interrupt the workflow sometimes. On boarding was slower than what we had been told also.

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.

Great basic CX manage but difficult to customize

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

Aspetti positivi:

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

Aspetti negativi:

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

Love Gorgias!

Commenti: I personally love using Gorgias.

Aspetti positivi:

I love how easy and efficient the software is to use. It also connects to major CRM platforms.

Aspetti negativi:

Our team personally doesn't use the Gorgias shortcuts for Shopify refunds/actions because it's a bit confusing. Another suggestion would be to be able to bulk select tickets and close them out with one click.

We love Gorgias

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

Aspetti positivi:

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

Aspetti negativi:

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

Essential for stores on shopify

Aspetti positivi:

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

Aspetti negativi:

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

I use it everyday

Commenti: The set up was easy, and everyone there has been very helpful. The system itself is easy to navigate.

Aspetti positivi:

It manages my email flow and allows multiple users to have access to one central email.

Aspetti negativi:

You are unable to mark a ticket as unread, and sometimes tickets get lost.

Gorgias is the best way to scale up your customer success

Commenti: The customer success team is very pleased with Gorgias: they just need to have one window open rather than 10 and it helps them prioritize the questions they receive.

Aspetti positivi:

Gorgias is a very easy and well-integrated tool to gather all messages from your customers and answer them in the quickest possible time. Also you can have data on your customer success' team performances.

Aspetti negativi:

I must say that everything about Gorgias so far gives me satisfaction.

Gorgias

Commenti: It's pretty great overall, I use it everyday, at first I thought it was not user friendly but it works and easy too

Aspetti positivi:

Live chat is easier my most liked, easy to navigate and shows a number to work with and how it goes down to zero

Aspetti negativi:

My least favourite is the when I close a ticket I immediately go to another one and it could be a ticket someone is assigned to, also if I'm on the 4th slide and I come out of a ticket then I go back to the 1st slide

Gorgias

Commenti: Overall, I love that gorgias is passionate about continuous improvement and the team is super helpful. The townhalls are always VERY informative.

Aspetti positivi:

It is fairly easy to use and the customer service is always super helpful.

Aspetti negativi:

I would love to be able to track team efficiency with knowing how much time they are taking per ticket, per channel. Also, our returns integration is not the best for the team to be able to easily figure out the information, wish there was a better way that the data would be imported in to gorgias to understand dates and items returned.

Transformed our customer service

Commenti: Our marketing team suggested Gorgias instead of Zendesk. When we started using it our staff fell in love with it. It is a game changer for customer service. We have all our customer service happening in one place. The ability to chat, email, phone, talk on FB messenger, all while we have the customer's shopify sale within the screen is amazing!

Aspetti positivi:

We love the ability to connect multiple channels and house all our customer service in one dashboard. The ability to the trail of past communications is crucial. Tagging others to resolve issues is also a crucial piece for us, as we have staff around the world working together.

Aspetti negativi:

I'm waiting for the IG DM to come on to the platform, it will dramatically help us.

Easy to Learn, Use, & Integrate

Aspetti positivi:

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

Aspetti negativi:

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

I can't believe I ran a business without Gorgias...

Commenti: I always recommend Gorgias. They really do make it easy to run customer service.

Aspetti positivi:

I love how it gives you customer information straight from Shopify. It is so easy to manage customers on their platform.

Aspetti negativi:

Honestly, there's not much that I don't like about this software.

Makes my life easier taking care of customers

Commenti: So many benefits to working efficiently with a small team. I love having all the tickets inside one spot where they are easy to manage.

Aspetti positivi:

Gorgias is a game changer for customer service. It makes taking care of customers very easy and efficient. Macros and automations work flawlessly and save so much time.

Aspetti negativi:

I feel like ticket reporting isn't always accurate and their customer care could be faster. Sometimes it takes hours for a issue to get resolved. Also, IG DM's inside Gorgias would be ideal.

From an Admins Perspective

Commenti: Initial setup calls where a bit tedious because technical information was a bit lacking and Gorgias customer support isn't just a phone call away.

Aspetti positivi:

I would have to say cost. While the customer service team enjoys this product and its integrations with our e-commerce platform - cost compared to competition is by far the most important aspect.

Aspetti negativi:

I do not use the product daily or in the same way our customer service team does... That being said the interface and menu system is cluttery. Also, I would have liked to see built in spam controls that rely on something besides a direct gmail integration. The term 'gmail integration' is simply a way to use gmail as the email service provider and not Gorgias itself. Only then can you have trainable spam controls and one location for your spam. It simply duplicates whats already being marked as spam by google. Other platforms have spam controls independent from google.

easier customer service and management

Commenti: overall a very good experience.

Aspetti positivi:

replacing a cluttered email box that was used by 4 people - gorgias is a brilliant solution.

Aspetti negativi:

setting up workflows can be annoying if you have to use tags, open/close status, etc. doesn't 100% meet our needs

All around ticket management solution

Aspetti positivi:

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

Aspetti negativi:

It needs to have a knowledge base added in.

Great product that pretty much does it all

Commenti: We migrated from a few different applications to Gorgias, where it has most everything in one! It's eliminated a lot of customer service confusion with having the "tickets" and live chat.

Aspetti positivi:

Lots of options in one platform and easy to keep organized!

Aspetti negativi:

I wish it was a little more user friendly for employees who aren't in there that often

Gorgias is gorgeous!

Aspetti positivi:

It's beautiful, truly. I love everything about it.

Aspetti negativi:

I don't have any complaints, besides the ease of merging customers.

Simplifies and streamlines

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

Aspetti positivi:

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

Aspetti negativi:

I wish the macros could be grouped and organized.

We love Gorgias!

Aspetti positivi:

We're a small brand, but Gorgias helps us manage tickets across social platforms, voicemail, and most importantly, emails. We love the integration with Shopify! The Gorgias team is also super helpful in optimizing and customizing the tool

Aspetti negativi:

I think it doesn't integrate with Instagram DMs yet.

Gorgias

Aspetti positivi:

What I like most about Gorgias is how much you can customize the inbox and create filters for your needs. I also like how responsive their customer service is.

Aspetti negativi:

I have been using Gorgias for around 6 months and do not have any current complaints.