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Gorgias Recensioner

4,6 (121)

Om Gorgias

En app för att hantera alla dina kundservice-kanaler: livechatt, e-post, sociala medier. Gorgias är en kundtjänstapp utformad för Shopify.

Lär dig mer om Gorgias

Fördelar:

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.

Nackdelar:

Difficult to figure out how to forward a ticket.

Betyg för Gorgias

Medelpoäng

Enkel användning
4,6
Kundservice
4,5
Funktioner
4,5
Valuta för pengarna
4,5

Sannolikhet att rekommendera

8,7/ 10

Gorgias har ett totalt betyg på 4,6 av 5 stjärnor baserat på 121 användarrecensioner på Capterra.

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Filtrera recensioner (121)

Saskia
Saskia
Senior Director Sales Marketing i USA
Verifierad LinkedIn-användare
Restauranger, 10 000+ anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Georgias is excellent computer program

5,0 i fjol

Kommentarer: Georgias facilitates the automation of routine customer service requests and simplifies the management of more complex cases. With Gorgias, you can monitor critical metrics and assess past performance to enhance future results and the client experience.

Fördelar:

You may tailor the client experience you provide with Gorgias to meet your specific business requirements. You can get your job done quickly and neatly with the many useful tools and extensions it provides. When you need assistance, Gorgias is there for you. A bare-bones installation works well, but the platform can be customized to your specific needs by delving further into its settings using rules, macros, and more. Overall, it's a reliable system for achieving top productivity.

Nackdelar:

Although not all services and extensions are included in your Gorgias membership, upgrading is simple, and the added functionality is well worth the investment.

Eszter
Eszter
Marketing manager i USA
Verifierad LinkedIn-användare
Bil, 11‒50 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Best help desk, highly customizable, reasonable price

5,0 för 3 år sedan

Kommentarer: 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.

Fördelar:

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.

Nackdelar:

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

Aicel
Customer Experience Team Lead i Dominikanska republiken
Outsourcing/Offshoring, 501‒1 000 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Gorgias

3,0 för 2 år sedan

Fördelar:

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

Nackdelar:

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

Connor
Owner i Puerto Rico
Detaljhandel, 2‒10 anställda
Har använt programvaran för: 1 + år
Recensentens källa

A must have for any eCommerce business

5,0 för 3 år sedan

Kommentarer: Overall, there is no other customer service platform I would use or reccomend more.

Fördelar:

I love the ability to write canned responses that contain dynamic variables that pertain to each customer. This helps save a ton of time when responding to customers with the info they need.

Nackdelar:

A while back the sales data was removed and this feature was gated behind the next more expensive pricing plan. Since then, Gorgias has introduced this feature again to the lower pricing tier however.

Michael
Senior CX and Operations Manager i USA
Detaljhandel, 11‒50 anställda
Har använt programvaran för: 1-5 månader
Recensentens källa

Great Product!

4,0 för 4 år sedan

Kommentarer: 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.

Fördelar:

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

Nackdelar:

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.

Maria
Customer service department manager i Mexiko
Kundservice, 11‒50 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Övervägda alternativ:

Very helpful for staying organized and consistent

4,0 för 4 år sedan

Kommentarer: 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.

Fördelar:

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

Nackdelar:

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.

Verifierad recensent
Verifierad LinkedIn-användare
Mat och dryck, 1 001‒5 000 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Very nice user friendly helpdesk package but limited marketplace integrations beyond shopify

4,0 för 5 år sedan

Kommentarer: User love it and very few headaches. Some integrations need better docs on how to use advanced functionality.

Fördelar:

Really nice interface, users love it. Very easy to configure. Powerful rules and macro engine, Seamless shopify integration. Support is proactive and good. Developer friendly with good API

Nackdelar:

If you want to integrate ebay or amazon, you need a third party add on which is itself limited. Prepare for additional costs. Rules and Macro engine has some limitations when looking to fully automate processes. It could be easier to test rule logic before deploying.

Charles
Charles
Creative Director i Spanien
Verifierad LinkedIn-användare
Hälsa, välbefinnande och fitness, 2‒10 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Övervägda alternativ:

Better than Zendesk

5,0 för 3 år sedan

Kommentarer: Pleasant.

Fördelar:

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.

Nackdelar:

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.

Claire
Senior Ecommerce Manager i Storbritannien
Detaljhandel, 51‒200 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Övervägda alternativ:

Totally changed our customer service

5,0 för 4 år sedan

Kommentarer: 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!

Fördelar:

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!

Nackdelar:

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.

Luke
Head of Ecommerce i Storbritannien
Sportartiklar, 11‒50 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Works seamlessly in our tech stack

5,0 för 12 månader sedan

Kommentarer: Onboarding was really easy and migrating our old tickets over was effortless. We seem to have made some real efficiency savings with the platform and are expanding how we are using it more and more.

Fördelar:

It offers everything we had been using with Freshdesk but also integrates really well with Klaviyo and Shopify so we can get a much better picture of the customer.

Nackdelar:

Was a little difficult to get a Klaviyo form to pass into Gorgias but the support team were fantastic in assisting and all is working how we want it to now.

Brian
owner i Kanada
Detaljhandel, 2‒10 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Great Product -

5,0 i fjol

Kommentarer: it's been great. easy integration and great support

Fördelar:

We like the ease of use and how it inegrates with shopify

Nackdelar:

i wish we could get notifications when when a customer replies to a message in our email.

Latoya
Customer support agent i Jamaica
Kundservice, 1 001‒5 000 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Gorgias

4,0 för 3 år sedan

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

Fördelar:

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

Nackdelar:

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

Verifierad recensent
Verifierad LinkedIn-användare
Kläder och mode, 11‒50 anställda
Har använt programvaran för: 1-5 månader
Recensentens källa

Gorgias

5,0 för 4 år sedan

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

Fördelar:

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

Nackdelar:

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.

Liz
General Manager i USA
Detaljhandel, 11‒50 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Finally a company that values their customer

5,0 för 4 år sedan

Kommentarer: Gorgias has been great for our needs, and their customer support is one of the best we have across all of the systems we use. I appreciate the direction their development team is headed and look forward to the improvements that are to come.

Fördelar:

Our team has found that this product simplifies the processes we were previously working through. It integrates into the majority of our systems and has improved the customer experience as well as providing enhanced analytics to measure customer satisfaction. I truly appreciate their monthly webinars focused on updates to their system so that our team is able to successfully implement or prepare for these updates. They seem to value customer feedback in improving their product, and they have great communication and customer support.

Nackdelar:

There are features I would like to see improved or created. The reality is that some of the integrations that have been missing for our company are launching as they have mentioned these updates in the past two Update Webinars. I really have no other complaints. It has been a great system for us so far.

Jennifer
Head of Customer Experience i USA
Detaljhandel, 2‒10 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Gorgias is Essential

5,0 för 4 år sedan

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

Fördelar:

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

Nackdelar:

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

Verifierad recensent
Verifierad LinkedIn-användare
Bil, 10 000+ anställda
Har använt programvaran för: 1 + år
Recensentens källa

Perfect product !

5,0 för 4 år sedan

Kommentarer: My overall experience is , Gorgias has been extraordinary for our requirements, and their client assistance is a standout amongst other we have across the entirety of the frameworks we use. I like the course their advancement group is going and anticipate the enhancements that are to come.

Fördelar:

I like that is extremely simple to learn and explore contrasted with various stages that are exceptionally befuddling. Indeed, even an amateur help specialist can figure out how to utilize this stage without critical preparing.

Nackdelar:

Assuming you need to coordinate ebay or amazon, you need an outsider extra which is itself restricted. Plan for extra expenses. Rules and Macro motor has a few impediments when looking to completely mechanize measures. It very well may be simpler to test rule rationale prior to conveying.

Tracey
Sales Coordinator i Nya Zeeland
Konsumtionsvaror, 11‒50 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Great product - makes customer interaction easier

5,0 för 4 år sedan

Fördelar:

Allows our team to quickly respond to customer queries and to be able to tag them for future follow up when needed. Overall, a great system for keeping everything in check.

Nackdelar:

There is too big a jump in Monthly tickets between the Basic Plan and the Pro Plan. We would like access to just one of the features available in the Pro plan, but we can't justify the cost or ticket count to change plans just to get this feature. Would be great if these could be offered as "add-ons" at individual prices so that you can customise your plan.

Johnny
Sr. Customer Experience Manager i USA
Konsumtionsvaror, 51‒200 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Gorgias Experience

5,0 för 3 år sedan

Fördelar:

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

Nackdelar:

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

Carolyn
Operations Lead i Storbritannien
Lyxvaror och smycken, 2‒10 anställda
Har använt programvaran för: 2 + år
Recensentens källa

gorgias review

4,0 för 4 år sedan

Fördelar:

integration was relatively easy. very useful being able to allocate tickets to different team members the link with our shopify account is very useful as we have all the customer info to hand.

Nackdelar:

Sometimes the email chains cannot be minimized, so you have to scroll up to view customer email, and all the way down to write the reply. would be useful to have better ways to search old tickets as they can be hard to find when i want to look back at them for reference. if there was a function where we could pin some tickets, to use as 'example replies' for training purposes. This would be of benefit.

Kemal
Kemal
Costumer Service i Indonesien
Verifierad LinkedIn-användare
Kundservice, 201‒500 anställda
Har använt programvaran för: 1 + år
Recensentens källa

The best helpdesk in my opinion

5,0 för 4 år sedan

Kommentarer: I use this to handle customers' tickets on daily basis. From every helpdesk that I've used, this one is the most fastest, easiest to use, and responsive.

Fördelar:

-Rally fast and responsive. -Clean, efficient, and clear Shopify plugin. -Macro can be easily integrated with Shopify

Nackdelar:

-I wish we can open multiple ticket under one tab -Sometimes there are users that have bug where their eyes are on every ticket they have opened.

Romain
Romain
consultant i Frankrike
Verifierad LinkedIn-användare
Marknadsföring och reklam, 2‒10 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Excellent platform

4,0 för 3 år sedan

Fördelar:

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

Nackdelar:

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

Zach
Director of Admin i USA
Konsumtionsvaror, 11‒50 anställda
Har använt programvaran för: 1 + år
Recensentens källa

All around ticket management solution

5,0 för 4 år sedan

Fördelar:

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.

Nackdelar:

It needs to have a knowledge base added in.

Braylee
Account Manager i USA
Kläder och mode, 11‒50 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Great product that pretty much does it all

4,0 för 3 år sedan

Kommentarer: 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.

Fördelar:

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

Nackdelar:

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

Nicole
Office Manager i USA
Detaljhandel, 11‒50 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Gorgias is gorgeous!

5,0 för 3 år sedan

Fördelar:

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

Nackdelar:

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

Jaylynn
Operations manager i USA
Kläder och mode, 2‒10 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Simplifies and streamlines

5,0 för 4 år sedan

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

Fördelar:

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.

Nackdelar:

I wish the macros could be grouped and organized.