Gorgias es un software de asistencia y servicio al cliente diseñado para agilizar la comunicación entre las empresas y sus clientes. Se integra con múltiples plataformas de comercio electrónico y centraliza las interacciones con los clientes desde varios canales, como correo electrónico, chat en vivo y redes sociales, en un solo panel. Gorgias mejora la eficiencia de la atención al cliente al proporcionar herramientas de automatización, plantillas personalizables y análisis para mejorar los tiempos de respuesta y la calidad del servicio.
Capacidades |
|
---|---|
Segmento |
|
Despliegue | Nube/SaaS/basado en web, Chromebook de escritorio, Mac de escritorio, Android móvil, iPad móvil, iPhone móvil |
Soporte | 24 horas al día, 7 días a la semana (representante en vivo), chat, correo electrónico/servicio de ayuda, preguntas frecuentes/foro, base de conocimientos, soporte telefónico |
Formación | Documentación |
Idiomas | Inglés |
It is great to have one dashboard to collate information from several sources.
It would have been nice to have more live sessions with an agent from Georgias.
Customer service has become more easily managed. Social Media response time is quicker and live chat is great.
The lessons were straightforward and easy to listen to and learn from.
Nothing at this time, I prefer shorter lessons/experiences, as longer lessons and lectures can lose my attention span.
No problems are currently being solved with Gorgias. So far it has been beneficial to me!
Gorgias is straightforward, easy to use, and offers great insight regarding team performance! Their support team is always helpful, too.
Wish there was a more built-out customer portal.
Automation, app integration, and satisfaction tracking are the top benefits.
It's great for when I have to do multiple actions and everything is on one page instead of having to go through multiple pages.
Don't know much about it to have a dislike lol
Doing Front of the Pack emails, it helps to be able to pull up the subscriptions, orders, and account on 1 page instead of searching.
Having all of my tickets in one place makes for a concise workflow that is easily integrated into the day-to-day operations of the service shop. It seems more versatile than zendesk and of course paper tickets.
There is no way to assign due dates to a specific ticket. It seemed like on my first experience, some things were running a bit slowly. I would like to see improvements in adding due dates to tickets.
I am utilizing gorgias to manage my tune shop tickets. Currently, we are using paper tickets and are lacking in analytics capabilities and the ability to look back at a customer history.
I love the organization of the website, it is easy to navigate and I love that you can leave internal notes.
It is sometimes difficult to narrow searches for specific customers to the category in which I'm trying to find them.
I am assisting people with getting their forms signed and the best benefit is that you can leave internal notes for the other people on your team so they can see what you have done if they have to jump in and assist with the customer.
The flow of it all and how easy it is to use.
So far I have not found anything I dislike
Communication with our customers throughout all platforms provides better customer service.
I like that you can write a response and automate action items.
Email response and Social response API errors, having to reply in Outlook and IG instead. I encounter 2 errors a day per /60 tickets.
We are solving our lack of staffing by filtering all of our customer communication in one place. Our reviews are filtered using Stamped.io and receiving them in this software further streamlines our processes.
How easy and how many options the platform is to use.
I have not found any dislikes at the moment
Merging databases, crms and responding to clients effiently
The team from sales to onboarding to these support afterwards has been well thought out, and clearly communicated.
It wasn't as clear as how to set up SPAM filters, but our rep walked me through this.
Giving our customers an amazing buying experience through our support.
I love how seamless it is to quickly resolve customer issues. I also love that I don't have to leave the platform to refund customers. Everything that I need is within Gorgias.
I don't dislike anything. The only thing that I find complicated is creating rules to auto-close tickets. I will have to review this again.
I'm currently loving the rating system. I love that customers can rate our service which allows us to see where we can improve service + product-wise.
The way it brings everything together in one platform and it's so organized!
Sometimes not all of the DM's come in to Gorgias.
sometimes we couldn't get all the DM's or questions answered right away now it's so easy to chat and answer every DM.
The resources available for help are lit
I wish there was a buffer on cancellatio
Customer inquiries. Ease of having everything in one system
I love the support we get from Gorgias when it comes to make things easier for internal communications and reports, not to mention the way that all the tags help to organize the open tickets on customer service as well as those pending follow-ups from our company.
I only wish there would be a bottom or option that offers us to export everything to excel, in a most complete way. Other than that, I'm happy with this great bussiness tool.
We needed to find out the orders that needed to file a claim on their shipping for many reasons and we found the tags are great for this specific task. We know if something is missing, broken or deffective.
I Like that you can see all your notifications in one place and nothing goes unresolved. It makes it so much easier to help our customers. I'm really enjoying the ease of it.
There's nothing that I can think of that I don't like. I really think the program is a really efficient way to conduct our business and get better communication with our customers.
I get to help customers when they are frustrated and try to reach us in different ways, now I get to see it in one place. I'm glad I have this tool to help my customers.
I like the efficiency of having all of our platforms in one place. I also that there's no more guesswork necessary on who answered what tickets on each platform.
Not always being notified of new chats although a rep isn't present. I also feel like things can be separated better. I also wish it was more aesthetically pleasing.
Having reps on a cell phone is a lot less. We've also noticed a quicker response time with the reps. We enjoy how easy it is to use this application. Our customers have shown how appreciative they are of our new operations.
So far, we are still setting up, the team at Gorgias is helping all along the way with everything we want to see Gorgias do for us! They are knowledgeable and available!
Nothing at this time is dislikable. Everyone has been so helpful and has great customer service! At this time I would not change anything about Gorgias.
We have not launched Gorgias live yet but so far as we are testing with our testing website I think Gorgias is going to do GREAT things for our company's customer service!
Gorgis has totally streamlined all our CS needs. We now communicate much better internally on tickets and get back to customers faster. It saves us so much time too! Highly recommend!
I feel like it's really hard to track down getting paid out on referrals. Still haven't gotten paid and sent many to Gorgias.
Not getting tickets lost falling through the cracks. Everything now easily getas a response to.
The easibility of it. Also the analytics of it all. It give great feedback on agents, on reviews. It hooks up to so many apps and Shopify. It's amazing.
Wish there was a better way to search information for tags. Also better dms process
Getting through more tickets easier and faster.
I can assign tickets to the right people and all channels are coming through in one place
Maybe the layout could be a little clearer when there is a long thread of emails going back and forth
All customer contact is in one place and I can keep track of tickets