Gorgias Reseñas y detalles del producto

the integration of shopify is super convenient and helpful. I can do so much from within the app, and don't need to tab out. As someone who occasionally uses voice control due to carpal tunnel it's very helpful to stay within the same window.

I wish that it had individual macros for each user. My team is used to creating our own custom macros that express our personality and make the support experience feel varied, and I miss that.

A common problem we had before was not realizing a customer had spoken with us on a social app. Gorgias allows us to easily integrate everything and save time because we can see what was said before.

How easy it is to use and the training provided only makes things easier

I've not experienced anything so far that I dislike but I'm still getting used to some of the functions that I've not used on previous platforms

How you can reply to several questions of the same type quicker and more efficiently

The on-screen virtual trainer. Very helpful.

We can not fully integrate Facebook messenger.

Easily keeping track of our customers

The new Macro suggestion is super useful and the capability to edit orders from gorgias ticket is helpful.

Unable to reply to a comment's reply, the search algorithm sometimes misunderstands what I intended to search.

Change orders, cancelling orders, adding item to Shopify and general macro use is great using Gorgias.

Makes day-to-day ticket management simplified and easy to track what is happening + love that it integrates directly with Shopify. We switched over from Freshdesk and it solved all of our pain-points very well.

Initially, it took some understanding of the platform to get it set up and optimized for our workflow. It would be good if the trial allowed you to explore all facets of the platform so opt-in was faster.

Organizing and categorizing issue types, Actioning issues in a timely manner. Stats on how things are going and how we can make things better. We love macros + auto-tagging issues and having auto rules setup saves us a lot of time in our day-to-day workload.

Gorgias has great customer service and host regular town halls to discuss new features and answer questions. I like the user experience from a customer experience associate perspective. The tags allow us to stay organized and track necessary data. It also allows us to track statistics on how many tickets we close, etc. so we can make sure we meet our KPIs and can compare how we are doing compared to other agents.

Sometimes I wish the integration with other 3rd parties was a bit more seamless, but there is honestly not too much I dislike!

We are able to seamlessly assist customers due to the easy-to-use portal gorgias provides. It allows for maximum productivity. We are able to organize any product issues with Gorgias tags.

Easy to use and good communication from the support team

It is difficult to export our automation to review

We have cut down on our manual handling of customer service with the macros

Tags and auto tags, Macros are great even though I don't utilise them enough. Just the fact that you can have everything in on one page makes it it alot easier.

Can't use reactions on facebook apart from likes, (heart and laugh etc). Should be able to view all messages on their original platform (messages). Also sometimes gifs and such dont come through. Story replies as a message dont show from facebook

Means we dont miss any communications from customers on any channel. Helps us achieve our goal of a high and fast response rate and improving the overall social engagement

The ability to see the statistics of the team and easy filtering of data.

The latest update messed up the rules to auto-assign.

Auto-assign has worked wonderfully to distribute the work between the team

Ease of use and information provided when a ticket comes in.

Not being able to put a customer on hold or transfer calls.

Deligating customer's messages and organizing them to their needs.

Gorgias has been a huge asset to our company for managing our customer inquiries - it's ability to link to multiple apps, our stores, returns etc allows us to see our entire customer profile in one snapshot and provide the fastest response to our customer with all relevant information. The reporting also gives us an opportunity to improve our responses and see where we can adjust our internal workflows

the phone feature isn't great so we ended up not using it

Seamless customer care experience - easy to track and merge customer inquiries and have multiple people have eyes on it.Great reporting and easy to track user performance

I like how scalable it truly can be. We grew from 2 CX employees to over 20 in 2-months, and adding in new employees in an organized and systematic way was seamless.Great for small teams and growing teams!

Some of the integrations are a bit buggy, but Gorgias has been open and transparent about when they're working to resolve issues. On the whole, they have done a great job in communicating any flaws and working to remove them, and as a startup founder I appreciate the honesty and their hard work to keep improving.

We started with a messy gmail inbox with tens of thousands of tickets and no way to organize and assign them across our team. Gorgias solves all of that. We auto-tag emails to ensure priority tickets get priority responses, auto-close those that don't need responses, and have built a massive macro library that our CX team can implement with ease. It's awesome.

You can integrate multiple channels (like Facebook pages, Instgram accounts, and emails) easily. The messages come in as tickets and it’s really easy to use. Some of their customer service are helpful.

Sometimes it gets broken, for example you lose the integration. It makes everything really hard because the process gets different and it’s not efficient when you can’t use the app.

Answering all the messages get from different channels is easy now.

Integration to Shopify is so far really great! Ability to create draft orders and review client orders directly from Gorgias is helpful.

I wish the Chat integration was more robust, but I feel that Gorgias will grow this.

Agent time going back and forth between Shopify and tickets.

very plug and play. Easy to plug into different platforms. and easy to manage workload in buckets through tags / easy integration with Shopify / good collab with CSM

Limited reporting / limited chat functionalities / No whatsapp so I can't offer existing channels

SMS as a channel / Advanced chat campaigns / Improved reporting

We love that Gorgias makes it easy for our team to stay on top of the many communication channels our customers use.

I would challenge Gorgias to create a more intuitive UI.

We love that Gorgias makes it easy for our team to stay on top of the many communication channels our customers use.

Being able to have all social media platforms in one spot

Nothing so far is very helpful and I don't have any feedback

Being able to respond to customers efficiently

The macros and rules make it easy to respond to customers quickly and the integration with Shopify makes it easy to manage orders and provide excellent customer support.

I haven't experienced many downsides to gorgias. Our ticket system did get messy when we had too many integrations creating tickets. But that was an issue with how we set it up.

Gorgias helps us provide excellent and timely customer support. We are planning to implement the self service feature which will only improve the support we can offer our customers.

The ability for all contact channels to be in one place

Sometimes it gets a bit conviluted but plenty of learning courses

Solving the potential for missed contacts by ensuring they are all in one place

So many great tools and automation, just really unrefined on the execution. Think Apple Vs Android. Som many tools but raw and unrefined.

Learning curve is hard, and even after you get the basic hang of it, there is still a lot of raw power going unharnessed that would take expert knowledge/coding

Automation and analytics! A++ response speed is fantastic on the Gorgias platform