Gorgias

Best help desk, highly customizable, reasonable price

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.

A must have for any eCommerce business

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.

Gorgias

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.

Great Product!

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.

Very helpful for staying organized and consistent

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.

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

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.

Better than Zendesk

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.

Totally changed our customer service

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.

Great basic CX manage but difficult to customize

Kommentarer: 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.

Fördelar:

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

Nackdelar:

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!

Kommentarer: I personally love using Gorgias.

Fördelar:

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

Nackdelar:

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.

Great Product -

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.

Gorgias

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

Gorgias

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.

Great!

Fördelar:

We like that Gorgias can integrate with most social media networks (Facebook, Instagram etc) and filter comments on posts, direct messages into Gorgias. This ensure our help team is truly covering everything. Easy to add agents, answer tickets, etc

Nackdelar:

Gorgias can be glitchy sometimes but aside that it is a good software. We. will say we disliked their chat feature and we opt to only use their help desk/ticket management. We switched from Zendesk. We ended up keeping the Zendesk Live Chat because we feel like that is far superior but again, their help desk ticketing system is great.

Easy to Use - Simple to Setup - Great Pricing

Fördelar:

I like how customizable the product is in conjunction with it per ticket pricing as opposed to per user pricing

Nackdelar:

Support when you reach out to them about their support articles that they wrote and aren't terribly up to date they always respond that we are on the wrong tier for them to help us... Granted the support we are asking for is for complex items but those complex items are detailed incorrectly on their site.

Great product!

Kommentarer: great!

Fördelar:

easy reporting, cheaper than competitors

Nackdelar:

difficult to get help "onboarding" after launch, would love to set up a call to chat through how we can be optimizing

My take on Gorgias

Kommentarer: It has been good. They're constantly evolving and updating / adding new features.

Fördelar:

It's quick, easy and effective. We wanted a cleaner / efficient way to manage customer interactions and this helps us do so. It's integration with Shopify and other apps is very helpful in streamlining processes and customer communication.

Nackdelar:

I think my biggest con is the statistics currently include time outside of our normal business hours. It's hard to gauge customer service response time accurately this way. It gives us a good perspective on the customer end response time; however, not when we're trying to review our service on a team level. Also, by using an "auto responder" for our email - basically every ticket is considered billable (even junk mail) - I don't like that.

Gorgias is a Game Changer!

Fördelar:

Setting up Gorgias was very easy and has completely changed the way we communicate internally, as well as with our customers. I love that we can see all customer and internal communications in a single ticket, so we don't send multiple responses to the same customer if they reach out to us multiple times and we always know where we are at in handling any issues that come our way.

Nackdelar:

The only main issue we've had is when recently we ran a segment with The View, where they forwarded customer questions to us with a single email. Since the same email was used, all communications came in on a single thread and it was hard to tell who had been helped and who hadn't. However, I love that Gorgias links tickets together based on the same email so I'm not sure if there is really a resolution there!

"Best experience with this tool"

Kommentarer: I have positive experience with this. It Saves my time in buisnes.

Fördelar:

This tool make my work organized and work efficiantly very fast. So many features in this can be helpful for optimize the clients service. Very good interface can be easily configurable.

Nackdelar:

I like this mobile app. I think it has so much thing can be figure out. Very helpful.

Gorgias Is Good But Having Severe Issues With Growth

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

Fördelar:

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.

Nackdelar:

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.

One of the best Shopify app for unifying all support conversations

Kommentarer: The overall experience was excellent, and will definitely recommend this for your Shopify stores

Fördelar:

I liked their UI the best and being a Freshchat user, I was able to quickly grasp their tool and use it effectively for my Shopify store. They provide a unified dashboard that provides me with a birds-eye view of all support conversations like email, chat, voice, SMS, social media, etc. I was able to easily view and edit my Shopify orders, and they provide full context of customer issues so that I can instantly reply to their queries.

Nackdelar:

I did not identify any cons. Their setup was quick, and their in-app tour helped me get acquainted with all their features quickly.

The most flexible software on the market.

Kommentarer: - very enjoyable, the only system that meets our requirements

Fördelar:

- ease of setup - excellent customer support - strong integrations - easy for new staff to learn

Nackdelar:

- clunky to setup - macros are a learning curve

Great CX platform

Kommentarer: Very positive

Fördelar:

The functionality and ease of use is great for a small and nimble team. It just plain works

Nackdelar:

Oftentimes we can't see the volume of tickets, which is frustrating

Gorgias is pretty great

Kommentarer: Great!

Fördelar:

Very easy to use and navigate through! Gorgias is super easy to learn and when you do have a new hire it is pretty simple to get them up to speed quickly

Nackdelar:

I don't really have any Con's at the moment.

Excellent! Has saved me WEEKS of time.

Kommentarer: This product saves me so much time I couldn't imagine doing my job without it.

Fördelar:

I love this software. Absolutely one of my favorites out. Because of the nature of my job, I send a lot of emails responses to similar questions, this software allows me to save a response that I felt was good and use it whenever the same question comes up. All I have to do it type the keyword and press tab and its there. Brilliant idea.

Nackdelar:

I am very hard pressed to find any cons with this system. It's simple, easy to use, and saves me tons of time. The only issue I have come across is the hot keys not copying correctly into calendar invites but that is only in rare instances.