Gorgias

Pros: Makes it super easy to manage all of your helpdesk information on one page, integrates seamlessly with Shopify etc

Cons: Can be a bit cluttered until you get the hang of the interface but honestly once you get used to it it's great

Pros: The variety of everything available to use on the platform and the training that they provide through their portal

Cons: Loved everything about it, however we decided to come back to it at a later date when we could use the features to their potential and have more staff

Pros: It keeps everything in the same spot and is easy to navigate

Cons: It was hard to get notifications I only saw things when I went looking for them

Pros: I love how Gorgias integrates into so many apps that we utilize on a daily basis & the layout is very clear. I love being able to merge tickets, see ticket status and get a CSAT score quickly from our customers.

Cons: Pricing can be a little high in comparison to some other platforms. It does seem like new updates are always an add-on.

Pros: We use Gorgias every day as our ticketing system to answer questions and communicate with our customers. It is a very reliable and user-friendly platform that absolutely gets the job done!

Cons: The last few updates came with some UI changes that felt cluttered and unnecessary.

Pros: Love the automation features—saves time, boosts team efficiency, and ensures no customer slips through the cracks. Automations help route tickets, trigger responses, and handle repetitive tasks instantly, freeing up our team to focus on more complex issues. It’s incredibly helpful for maintaining fast response times, organizing workflows, and keeping our support process consistent and scalable as we grow.

Cons: The UI feels clunky at times and could definitely be more intuitive, modern, and streamlined overall.

Pros: What I like more is the automation and workflows in Gorgias, It helps with streamlining and support processes, reducing response times

Cons: Just the limited customization, and the interface is a bit overwhelming . I want to keep using it because it was the first software I got to work with with the help of my client. hence I want an improvement. Because truthfully speaking it is the best.

Pros: I like this software because it's really diligent and everything that I need to provide a good customer service is there to be used

Cons: But I don't like about this is that because of the same time that everything is on the same place is not really clear where everything is located

Pros: It enables me to get a lot of different inbound channels organized easily

Cons: It can feel a little bit complex as a solo renewer. When I had a larger team, it was a great way to keep everybody aligned.

Pros: Easy set up and the navigation for the customer on multiple shops platform

Cons: to many 3rd party plug in and to many add on

Pros: Ce logiciel est parfait pour gérer le service client d'une entreprise, très facile à utiliser et à comprendre

Cons: Je n'ai pas rencontré d'inconvénients sur ce logiciel

Pros: It offers powerful automation tools, including rule-based responses and AI-driven suggestions, which help reduce response times.

Cons: Gorgias' pricing structure can be expensive, particularly for smaller businesses or those with fewer customer service agents. The cost increases as you add more agents or features.

Pros: Gorgias integrates seamless with Shopify

Cons: They have a short trial period. They can bill you while they tell you you are still on the trial period.

Pros: It's a relatively straightforward platform to use - though I would say it is not as user-friendly/intuitive as one might think. There are definitely a lot of features that can benefit either the CSR or the managing team to monitor/measure KPIs though some more basic level functionality is missing at times.

Cons: Somewhat simple processes seem to be missing over much more complicated or much more detail oriented features being available. For instance, you can't save a filtered view of the inbox to default to showing the oldest email first. There are many options to customize filtered views but this basic one is missing and hasn't been added - which seems counterproductive.

Pros: Easy to implement, a lot of integrations and everything mostly just works

Cons: The auto chat function is not worth the hassle of setting up

Pros: The simple integrations to different tools and platforms as well as the simple layout and easy work

Cons: The chat function and the autoresponder is quite bad

Pros: It was quick to setup and get running at a reasonable price point. Also allows us to delegate work more evenly across our customer service agents.

Cons: Can't create folders and drag and drop them in to it. You must create rules to get tickets to drop into folders you create.

Pros: That all customer inquiries are in one location. The statistics tool helps keep track of your customer support ratings, review tickets, and workload among other things. The automation and customer help desk can be changed and tailored to your specific needs. I would highly recommend this platform to any ecom. company.

Cons: Sometimes it can be a little difficult to change automation features if you do not have prior training.

Pros: Ease of use & implementation. The system is fairly easy to setup.

Cons: The platform could be great, but it is in a constant state of flux, and half the features don't work for BigCommerce sites. The system is full of bugs and inconsistencies. The system is geared specifically to Shopify. They should be much more open about that upfront. If you are using BigCommerce, you will not be able to take advantage of many of the automated features.

Pros: Gorgias va vous changer la vie si vous opérez sur Shopify. Rapidité de mise en place, de prise en main par les équipes et la connexion avec Shopify est, comment dire, magique ! Nos équipes custommer nous disent merci !

Cons: Le support peut être en Anglais ce qui peut gêner les non anglophone?

Pros: We use Gorgias to engage with our customers through our Shopify e-commerce site and this makes it effortless to handle incidents and resolve customer enquiries. It also assists with our conversion as we utilise the live chat to help assist customers as soon as possible to help them make a more informed decision sooner. Previously this was all done utilising a mailbox that we had so we have elevated our customer experience immensely.

Cons: Can be a little bit costly for smaller businesses

Pros: 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.

Cons: 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.

Pros: Possibilité de créé un helpdesk, FAQ. historique de conversation, evaluation clients.

Cons: Trop de paramètre, on se perd vite dans toutes les options.