Reviews: Gorgias: Helpdesk, Chat & FAQ

Customer reviews: Gorgias: Helpdesk, Chat & FAQ

Reviews (717)

Overall rating

4.2

5

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What Merchants Think

The "Gorgias: Helpdesk, Chat & FAQ" app receives mixed reviews from merchants. While some users praise its seamless integration and customer service, others have encountered significant challenges, particularly with billing, technical support, and privacy issues. There's a notable divide between longtime users who became dissatisfied over time and new users who find the app efficient and beneficial.

Key Strengths

Seamless integration with platforms, especially Shopify.
Intuitive and user-friendly interface.
Robust customer service and support team, frequently described as responsive and helpful.
Comprehensive features that support both small startups and scaling businesses.
Ability to house multiple communication channels in one platform, enhancing customer service efficiency.

Common Concerns

Issues with billing and unclear pricing structures.
Poor customer support experience, reported as non-responsive or unsatisfactory by some users.
Technical limitations and unresolved bugs, such as with the phone app and email forwarding.
Privacy concerns, especially regarding data management after account termination.
Frequent logouts on mobile devices leading to missed customer interactions.

Final Thoughts

"Gorgias: Helpdesk, Chat & FAQ" can be a powerful tool for those who prioritize integration and multi-channel support features. While many users are satisfied with its performance and range of options, potential customers should be cautious about its billing practices and evaluate whether its customer support meets their expectations. As the app continues to develop, addressing these concerns could significantly enhance its reputation and reliability.

NoCry

Mar 20, 2024 on Shopify

I'm so happy to have chosen Gorgias to be our Customer Service app at the end of the day. Hit a few bumps with other apps and Gorgias came to the rescue. Incredible app that is developing at a good pace. They listen to their users and allow us to vote on certain features on the roadmap so they can understand their importance to us. Of course, the Shopify integration is the best out there as well. Looking forward to grow our business with Gorgias and elevate the Customer Experience with Gorgias comprehensive statistics and features.

Veer

Mar 19, 2024 on Shopify

Silverette Usa

Mar 19, 2024 on Shopify

Great customer service app. Easy to use and install. Great customer service on their end too. Very impressed.

Total XP

Mar 19, 2024 on Shopify

The customer service at Gorgias is fabulous, it's a game changer for start ups that has the ability to scale up too. The best part is, they are always on hand to solve any issues and honestly speaking we didn't have any but the account rep really helps you make the most of tips and tricks like macros and automation which saves us so much time as a small team

Fabini.cz

Jan 31, 2024 on Shopify

Best helpdesk for shopify by far. We were looking for a help desk to make our life easier and I have to say even though our needs are very specific we are 100 % satisfied. It is simple to set up, the possibilities are endless and they have awesome support. They are not the cheapest, but the money is worth it.

SHEATH UNDERWEAR

Jan 15, 2024 on Shopify

There is no better customer service app out there. After having tried and finding issues with nearly every other customer service app on the marketplace, Gorgias was the answer to all of our problems. We cannot recommend it enough.

MaxBotix

Jan 12, 2024 on Shopify

The integration was one of the easiest integrations I have experienced. The platform is very user-friendly and offers a lot of room for growth. Billing is based on the number of tickets, not the number of users so this can work very well for people who have a lot of users that interact with the tickets however the overall ticket count is lower. It is cost-competitive also. They offer additional revenue-driving features that are very nice because everything is housed in a nice platform rather than having to go to different apps and platforms. I have worked with their support on several questions and they have always been very responsive. This is a must-have tool if you want to bring your user experience. The default review process of the agents gets responses so we get real-time feedback on how support is going. Everything in the past never got much of a response rate. Great tool .