Gorgias Avis et détails du produit

The upsides for me especially are the Shopify integrations.

I would like for the platform to have more queues so that it is very easy to track each email that still requires a reply from a customer.

The platform is much faster than the previous one that was used, so it will be much easier for me to resolve more tickets as usual.

I love that I can make calls, send emails, and take notes all in one place

I wish I could transfer calls to co-workers

I really appreciate that we can make Gorgias what we want it to be with macros, hashtags, folders, and more.

It is extremely easy to use and the support is also very good.

Currently, whats app integration is not there. Certain cloud telephony integrations from other countries are also missing.

We are able to get all our customer communication in 1 single place. This helps us to serve our customers better.

We're a small early-stage business that receives inquiries/comments/feedback/etc. across multiple platforms. Gorgias has helped with consolidating everything in one place, as well as adding a helpful chat feature to our website.

I find I still use our traditional email separately since we get such a wide range of emails. Maybe I just don't know how to use the platform, but native features like archive or delete aren't possible - all you can do is close the ticket, but the email is still sitting there (I subscribe to inbox 0). I also wish the Instagram integration had an emoji response feature the way it is in Instagram's native DM chats (e.g. sometimes I just want to heart a message).

Customer engagement was something we were working on and Gorgias is helping us solve through their platform and all of their integrations and macros. It's allowed us to improve our customer service.

Everything you need is all in one spot, instead of having to check several inboxes this streamlines responding to multiple platforms.

The learning curve, unless you have some basic experience with If/Then Statements setting up the filters can be a bit tricky.

Consolidating multiple websites, and selling platforms into a single location as well as having integration with said selling platforms which provides insight on the customer as well as their orders.

The integrations are limitless. Helps organize CS workflows and increase productivity. Support is timely and efficient.

System outages occur from time to time and interrupt workflow. Certain features are a bit clunky.

We use Gorgias exclusively for our customer support and it helps speed up and organize our process.

The Shopify integration, since it allows us to quickly reference customer data and resolve issues faster. We have all the information we need without having to go to Shopify so it makes fixing issues faster.

I don't like the merge feature button as I feel like you cannot undo and sometimes it captures clients that are literally not the same. Don't trust it fully this feature.

Gorgias allows our customers to reach out directly to us and let us know any issues they are experience and ultimately helps us help our customers more efficiently

All of my customer comms channels are located in one place making my day seemless.

Some integrations can be a little unreliable so I tend to process things manually.

It saves me so much time and allows me to oversee my day in order to prioritise tasks and customers

The modern look and feel of the platform. Macros + Rules are very easy too add as well.

It seems like a work in progress. Yes, all tech is constantly being improved, but Gorgias seems to be in its infancy when compared to Zendesk. At my last brand, I went a year and a half and NEVER needed Zendesk Support. You should be able to not send Satisfaction surveys for certain tags. Also, the Satisfaction survey should be more customizable in terms of the subject line.

- When doing the reporting on tags, if you unselect the tag, it should remove it from all reporting.

Live CHat and being able to assign agents is great

the call sounds and alerts haunt me in my dreams

customer service is big for us. we like our customers to know they have immediate attention

The interface and how you can easily change a reply via email, chat or social media without exchanging tab, or open a new ticket.

the accuracy to search ticket using keywords still need to be developed.

I am solving a problem with a customer. I am not benefiting financially since I am an officer that was given Gorgias as a tool

It's really user friendly and their customer support helps you make the set-up easier

The only thing we dislike is that they don't directly integrate with Amazon & eBay, but that's ok because we use channel reply

Customer support has become easier because is all gathered together and because of the macros.

The macro and private views makes work smooth

The lack of sms/call function it should be added

Helping to handle large number or enquiries in short time

I like the user-friendly layout the most.

The learning curve is sometimes hard, but they have been very helpful in helping us adjust! I think it might also be good if you could personalize some settings more.

I have noticed that it is nice to have my own chat section, but if I want to update my filters it has to be for the whole organization. However, it has been very user friendly.

It's super user friendly and great for both the employees interacting with customers and vice versa

Gorgias does seem pretty centered around Shopify and has a lot of connections that are available, however, we don't use this program

Gorgias helps us in terms of providing an available platform for customers to get in contact without customer service team

The Gorgias formatting is very user-friendly. The most helpful features are the resources available and the training videos.

What I least like about Gorgias is that it occasionally loses connection to the server

Gorgias allows for an easy inbound/outbound caller network

How easy it is to navigate the platform!

The refresh times for tickets is a little slower than I would like

Ticket resolution and the benefits of macro integration

I like the fact that you can do everything from inside Gorgias. You don't have to toggle out to send an email or communicate in other ways but it ties everything together.

I would like for this to be able to house customers a little better so that I could go back in and maybe create some sort of database with returning users rather than just having them in tickets.

We are using this as a business to subscriber platform and before, we were having to utilize several different pieces of software to try and get the job done. With Gorgias, it's all done inside which is great.

Worked well as a shared inbox. Easy to email customers and vendors from one inbox.

Didn't integrate with our phone or chat box

Multiple agents were able to reply to emails and we can see all inboxes from multiple emails in one place.

video tutorials were good and clearly ok

Organization of tutorials and user control

Customer profile connections