Gorgias

Ideal Customer Experience Platform

주석: Highly recommend using Gorgias, it’s been productive and effective for CX and suppor

장점:

Gorgias is a great CX platform for brands to use to help with support, live chat, and ticket management process! I highly recommend using Gorgias for all those support projects

단점:

More integrations and flows with ESPs and CDPs would make communication streamlined across platforms

Very helpful for staying organized and consistent

주석: Before we migrated to this platform, it would take almost 72 hours to respond to customer queries, but with this software, we cut that time down to just around 30 minutes on average within a few days after migration.

장점:

The company's engagement with it's users. There's also a lot of helpful features that will optimize the customer service provided to our clients

단점:

There's a lot of updates and it tends to interrupt the workflow sometimes. On boarding was slower than what we had been told also.

Basic chat tool for small businesses

주석: Basic support for chats but need better reporting functions

장점:

Ease of use across multiple channels from social media to your own websites

단점:

Not a lot of good reports to drill down productivity

Very nice user friendly helpdesk package but limited marketplace integrations beyond shopify

주석: User love it and very few headaches. Some integrations need better docs on how to use advanced functionality.

장점:

Really nice interface, users love it. Very easy to configure. Powerful rules and macro engine, Seamless shopify integration. Support is proactive and good. Developer friendly with good API

단점:

If you want to integrate ebay or amazon, you need a third party add on which is itself limited. Prepare for additional costs. Rules and Macro engine has some limitations when looking to fully automate processes. It could be easier to test rule logic before deploying.

A must have for any eCommerce business

주석: Overall, there is no other customer service platform I would use or reccomend more.

장점:

I love the ability to write canned responses that contain dynamic variables that pertain to each customer. This helps save a ton of time when responding to customers with the info they need.

단점:

A while back the sales data was removed and this feature was gated behind the next more expensive pricing plan. Since then, Gorgias has introduced this feature again to the lower pricing tier however.

I absolutely LOVE Gorgias - it is the BEST HelpDesk Software.

주석: I really enjoy Gorgias, so much so that I recommend it to any company that I consult with for Customer Success over the last 2 years. I've been in the CS industry for 17+ years, and this is the best. I've used Zendesk, Freshdesk, Kustomer, and Hubspot but Gorgias wins! It is user-friendly, easy to set up and deploy, AND has incredible sentient AI, and I love the social integrations. It's a fantastic omnichannel support system. Highly recommend! Also, the support staff is epic!

장점:

I was an avid Kustomer user for years, and Gorgias lured me in with all of their incredible, easy-to-use features. I love the social integrations, especially the social lead segments, AND I love that they have integrated phone calls now!

단점:

I can't think of anything, honestly. I've been in Customer Success for 17 years, and this is the best.

an effective auto-expanding text tool

장점:

Gorgias is definitely an effective auto-expanding text tool for Gmail and LinkedIn. The choices menu is gorgeous and enables you to definitely create HTML templates with keyword shortcuts utilizing a simple graphical interface. When you spend the better a part of your daily projects answering e-mail, you'd prosper to make use of canned responses or quick text to efficient your email replies. If you are using Gmail, Facebook, or LinkedIn for the work, there is a free Chrome extension known as Gorgias which will make your work a bit easier. This free extension provides a couple of fundamental templates for Gmail for example greetings, closing /signature with choices to rapidly incorporate your own. With only a couple of email shortcuts, you need to end up working individuals emails just like a pro. Let's check out the mail templates that you could create using Gorgias to simplify your projects flow. With the extension installed all you need to do is type a shortcut and press Tab. This will automatically enter the text defined in the template

Great!

장점:

We like that Gorgias can integrate with most social media networks (Facebook, Instagram etc) and filter comments on posts, direct messages into Gorgias. This ensure our help team is truly covering everything. Easy to add agents, answer tickets, etc

단점:

Gorgias can be glitchy sometimes but aside that it is a good software. We. will say we disliked their chat feature and we opt to only use their help desk/ticket management. We switched from Zendesk. We ended up keeping the Zendesk Live Chat because we feel like that is far superior but again, their help desk ticketing system is great.

Works seamlessly in our tech stack

주석: Onboarding was really easy and migrating our old tickets over was effortless. We seem to have made some real efficiency savings with the platform and are expanding how we are using it more and more.

장점:

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.

단점:

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.

Elevating Customer Experience

장점:

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.

단점:

Can be a little bit costly for smaller businesses

Gorgias Review

장점:

Integrating to Shopify was a smooth, simply transition.

단점:

When replying to a ticket, it would be nice if the reply to email address can be set to default to a certain address each time.

From an Admins Perspective

주석: Initial setup calls where a bit tedious because technical information was a bit lacking and Gorgias customer support isn't just a phone call away.

장점:

I would have to say cost. While the customer service team enjoys this product and its integrations with our e-commerce platform - cost compared to competition is by far the most important aspect.

단점:

I do not use the product daily or in the same way our customer service team does... That being said the interface and menu system is cluttery. Also, I would have liked to see built in spam controls that rely on something besides a direct gmail integration. The term 'gmail integration' is simply a way to use gmail as the email service provider and not Gorgias itself. Only then can you have trainable spam controls and one location for your spam. It simply duplicates whats already being marked as spam by google. Other platforms have spam controls independent from google.

Gorgias is a Game Changer!

장점:

Setting up Gorgias was very easy and has completely changed the way we communicate internally, as well as with our customers. I love that we can see all customer and internal communications in a single ticket, so we don't send multiple responses to the same customer if they reach out to us multiple times and we always know where we are at in handling any issues that come our way.

단점:

The only main issue we've had is when recently we ran a segment with The View, where they forwarded customer questions to us with a single email. Since the same email was used, all communications came in on a single thread and it was hard to tell who had been helped and who hadn't. However, I love that Gorgias links tickets together based on the same email so I'm not sure if there is really a resolution there!

Gorgias

주석: It's pretty great overall, I use it everyday, at first I thought it was not user friendly but it works and easy too

장점:

Live chat is easier my most liked, easy to navigate and shows a number to work with and how it goes down to zero

단점:

My least favourite is the when I close a ticket I immediately go to another one and it could be a ticket someone is assigned to, also if I'm on the 4th slide and I come out of a ticket then I go back to the 1st slide

Gorgias Experience

장점:

The ability to set up an automation that auto answers and closes tickets has been great.

단점:

We wish the live chat was a little more user-friendly.

Makes my life easier taking care of customers

주석: So many benefits to working efficiently with a small team. I love having all the tickets inside one spot where they are easy to manage.

장점:

Gorgias is a game changer for customer service. It makes taking care of customers very easy and efficient. Macros and automations work flawlessly and save so much time.

단점:

I feel like ticket reporting isn't always accurate and their customer care could be faster. Sometimes it takes hours for a issue to get resolved. Also, IG DM's inside Gorgias would be ideal.

easier customer service and management

주석: overall a very good experience.

장점:

replacing a cluttered email box that was used by 4 people - gorgias is a brilliant solution.

단점:

setting up workflows can be annoying if you have to use tags, open/close status, etc. doesn't 100% meet our needs

Great product that pretty much does it all

주석: We migrated from a few different applications to Gorgias, where it has most everything in one! It's eliminated a lot of customer service confusion with having the "tickets" and live chat.

장점:

Lots of options in one platform and easy to keep organized!

단점:

I wish it was a little more user friendly for employees who aren't in there that often

Easy to Use - Simple to Setup - Great Pricing

장점:

I like how customizable the product is in conjunction with it per ticket pricing as opposed to per user pricing

단점:

Support when you reach out to them about their support articles that they wrote and aren't terribly up to date they always respond that we are on the wrong tier for them to help us... Granted the support we are asking for is for complex items but those complex items are detailed incorrectly on their site.

Perfect product !

주석: My overall experience is , Gorgias has been extraordinary for our requirements, and their client assistance is a standout amongst other we have across the entirety of the frameworks we use. I like the course their advancement group is going and anticipate the enhancements that are to come.

장점:

I like that is extremely simple to learn and explore contrasted with various stages that are exceptionally befuddling. Indeed, even an amateur help specialist can figure out how to utilize this stage without critical preparing.

단점:

Assuming you need to coordinate ebay or amazon, you need an outsider extra which is itself restricted. Plan for extra expenses. Rules and Macro motor has a few impediments when looking to completely mechanize measures. It very well may be simpler to test rule rationale prior to conveying.

Gorgias is pretty great

주석: Great!

장점:

Very easy to use and navigate through! Gorgias is super easy to learn and when you do have a new hire it is pretty simple to get them up to speed quickly

단점:

I don't really have any Con's at the moment.

The most flexible software on the market.

주석: - very enjoyable, the only system that meets our requirements

장점:

- ease of setup - excellent customer support - strong integrations - easy for new staff to learn

단점:

- clunky to setup - macros are a learning curve

It's worked great for our brand!!

주석: Overall Gorgias has worked great for us and we'll continue to use it as long as there are no major issues with integrations or the platform.

장점:

We love gorgias because it allows us to respond to our customers and keep track of the conversations across multiple platforms.

단점:

We did experience a few issues with the Microsoft and outlook integration which took a long time to fix and was quite frustrating.

Way better than Zendesk

장점:

Integrations with all our other platforms / software!

단점:

ReCharge integration could be improved in my opinion

Gorgias has really saved me time.

주석: I was able to save a lot of time in my emails. This allowed me to double the amount of work I can get done.

장점:

Being able to use short keys when sending emails saves me a great deal of time with a number of emails that I send in a day.

단점:

I have not been able to get the subject to auto-populate. Not sure why still. It is however still easy to type that and then the short key. Great tool!