Gorgias – Bewertungsseite 2

Vorteile

I love how easy it is to treat our customer service team on this tool - the macro's make it easy to keep brand tone.
It was helpful when we have a couple of other people within the company jumping in to help out with the customer service team to keep ontop of things as they can be allocated out.
The onboarding and support provided by all the team were incredible!

Nachteile

It can be a little clunky at points, I see a lot of issues online about downtime - although I think as we are in the UK we don't really see this with timezones.

It would be good to have a few more 'zendesk' features on there like priority rankings just as when things get escalated to a manager it can be lost in a pool of issues.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu Gorgias

It was very specific for ecommerce, had a strong integration with Shopify which was great!

Vorteile

We love the ability to connect multiple channels and house all our customer service in one dashboard. The ability to the trail of past communications is crucial. Tagging others to resolve issues is also a crucial piece for us, as we have staff around the world working together.

Nachteile

I'm waiting for the IG DM to come on to the platform, it will dramatically help us.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu Gorgias

Ease of use, amount of services available.

Vorteile

I love how Views are easy to navigate and the easy of backend use for turning on/off functionality.

Nachteile

I dislike that it's difficult to customize and some of the key functions that would really help how the platform performs are difficult to use or fail to work sometimes. It's not the best experience on the customer's end.

Vorteile

I have used Gorgias for 2 years with 2 different companies. I value the ticket and view organization. It is great to see everything organized and sorted. I also enjoy that everything is together- emails, chat, social. I've used other platforms where everything was separate so it's nice to have it together. The data is helpful in sharing my team's successes with our management.

Nachteile

As a customer service representative, I would like to be able to use my auto-text expander add-on. It doesn't work in Gorgias and I feel like that slowed my productivity way down as I had to type it all out.

Vorteile

I love how easy and efficient the software is to use. It also connects to major CRM platforms.

Nachteile

Our team personally doesn't use the Gorgias shortcuts for Shopify refunds/actions because it's a bit confusing. Another suggestion would be to be able to bulk select tickets and close them out with one click.

Vorteile

In addition to having an intuitive UI, the capabilities enable quick responses to improve the customer experience and reporting to drive decision making. The macros and rules are simple to create, the Shopify integration keeps everything in one place, and the satisfaction reporting is easy to follow. The snooze feature is also a great way to ensure inboxes do not fill up and tickets are not forgotten. Whenever questions do arise, the Gorgias team is quick to help and provide demos if needed. The Gorgias team is also very transparent with their roadmap which helps us understand what we can and cannot do, and what may be coming in the near future. In addition to the simple capabilities and integrations, we have also been able to integrate with other apps as needed by doing some back-end work of our own. To cap it all off, Gorgias comes with a logical and transparent pricing structure.

Nachteile

When a customer reaches out through multiple channels, the merge functionality typically prevents disorganization, however occasionally these are not recognized by default. Some channels are also not compatible to be merged, so they must remain separate. It would also be nice to create bulleted lists in the message like with Gmail.

Vorteile

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.

Nachteile

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.

Vorteile

Very simple workflow, great integration with our front end Shopify store. Easy to navigate to customers orders and view total customer spend. Pricing structure makes a ton of sense and is by ticket, not by seat, which for a small company where we all need transparency into what's going on in the service side of things is great.

Nachteile

Wish it had a bit more functionality and ability to customize some things, but not a deal breaker by any means.

Vorteile

Saves us a lot of time by having customer ticket information readily available in the sidebar and the ability to add order information into tickets. Being able to search macros and snooze tickets is great and makes sure everyone is helped quickly and no ticket is left untouched.

Nachteile

Just anxiously awaiting gorgias' native phone system! Currently using aircall we just don't like having to go back and forth between apps.

In Betracht gezogene Alternativen

Zendesk Suite

Warum Gorgias gewählt wurde

gorgias had a much more advanced shopify integration and offered a pricing structure based on ticket volume vs # of users

Zuvor genutzte Software

Zendesk Suite

Vorteile

I love how it gives you customer information straight from Shopify. It is so easy to manage customers on their platform.

Nachteile

Honestly, there's not much that I don't like about this software.

Vorteile

It manages my email flow and allows multiple users to have access to one central email.

Nachteile

You are unable to mark a ticket as unread, and sometimes tickets get lost.

Vorteile

Allows our team to quickly respond to customer queries and to be able to tag them for future follow up when needed. Overall, a great system for keeping everything in check.

Nachteile

There is too big a jump in Monthly tickets between the Basic Plan and the Pro Plan.
We would like access to just one of the features available in the Pro plan, but we can't justify the cost or ticket count to change plans just to get this feature. Would be great if these could be offered as "add-ons" at individual prices so that you can customise your plan.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

I like that is very easy to learn and navigate compared to different platforms that are very confusing. Even a newbie support agent can learn to use this platform without crucial training.

Nachteile

Probably the features where we cannot manage the instagram messages and the “knowledge base” feature where we can setup for our customers.

Vorteile

integration was relatively easy.
very useful being able to allocate tickets to different team members
the link with our shopify account is very useful as we have all the customer info to hand.

Nachteile

Sometimes the email chains cannot be minimized, so you have to scroll up to view customer email, and all the way down to write the reply.

would be useful to have better ways to search old tickets as they can be hard to find when i want to look back at them for reference.

if there was a function where we could pin some tickets, to use as 'example replies' for training purposes. This would be of benefit.

Vorteile

Easy to use, cheap, customers get responses back on whatever channel they messaged us

Nachteile

Not good for scaled offshore customer service teams

In Betracht gezogene Alternativen

Zendesk Suite

Vorteile

-Rally fast and responsive.
-Clean, efficient, and clear Shopify plugin.
-Macro can be easily integrated with Shopify

Nachteile

-I wish we can open multiple ticket under one tab
-Sometimes there are users that have bug where their eyes are on every ticket they have opened.

Vorteile

Gorgias has a lot of integrated features that are great for our business such as Shopify integration and a great CSAT system that is easy to use and understand.

Nachteile

Customer service is, unfortunately, not very good. I have been trying to get a resolution for a request to close out a number of tickets that fit into a certain parameter but nothin has been fixed for over 3 weeks. Every time I reach out, I am thrown to someone else who says they cannot help and now I do not get any responses. Their engineering team is having issues keeping up with the many bugs the system has. Also, updates will occur and shut your entire team down without notice. When I reached out about this, they claimed there was no way to give us forewarning the day of regarding possible updates that would impact our customer service productivity.

Vorteile

This software is always improving and includes great IT Support and videos/webinars to better understand. I highly recommend with previous software experience this is a game changer.

Nachteile

Can feel overwhelming if you are just learning the software when coming from other programs.

Vorteile

User-friendly and very easy to understand, and customize. I’d use it again.

Nachteile

I wish it had a better / less office look, make it more easy on the eyes.

Vorteile

Very easy to use and easy to integrate software and direct and powerful chat

Nachteile

I don't have anything negative to say about Gorgias at the moment, I am delighted with the services he offers.

Vorteile

Gorgias was the first CS platform I used as a ticket agent (that mostly did emails)- the interface is super user friendly and easy to navigate. It also made bringing new people onto the platform quick

Nachteile

There were still some features missing from Gorgias that are available in other bigger programs but overall no real complaints. Customer Support from Gorgias was always super helpful and available to chat

Vorteile

I absolutely recommend gorgias as a ticketing solution. The macros save time and increase our reps ability to answer more clients. The work flows ensure tickets are going to the right people. Point blank gorgias helped to streamline and automate my customer experiance.

Nachteile

It needs to have a knowledge base added in.

Vorteile

So far we really like using Gorgias. We just switched from Zendesk and Gorgias has more features- you get a better bang for your buck.

Nachteile

It's pretty tricky to set up all of the rules and filters. I'm still getting used to it and still get confused. Luckily we have a great client success manager there who takes care of setting up a lot this stuff for us.

Vorteile

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

Nachteile

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

Vorteile

The system is easy to use and configure.

Nachteile

I would like a calendar to be integrated so it is easier to view tickets that need to be responded to on that date.

Vorteile

It's beautiful, truly. I love everything about it.

Nachteile

I don't have any complaints, besides the ease of merging customers.

Vorteile

I think the UI is great. There are a lot of automations and the customizability is great.

Nachteile

We experienced downtime several times while using the platform.

Vorteile

As a small business, everyone on our team manages multiple tasks. Gorgias helps us make it easy to stay on top of customer response, cutting down the amount of time we need to provide excellent service.

Nachteile

I wish the macros could be grouped and organized.

Vorteile

I love this software. Absolutely one of my favorites out. Because of the nature of my job, I send a lot of emails responses to similar questions, this software allows me to save a response that I felt was good and use it whenever the same question comes up. All I have to do it type the keyword and press tab and its there. Brilliant idea.

Nachteile

I am very hard pressed to find any cons with this system. It's simple, easy to use, and saves me tons of time. The only issue I have come across is the hot keys not copying correctly into calendar invites but that is only in rare instances.

Vorteile

Easy to use, templates make replying to emails so much faster (great for even a very small team).

Nachteile

Overall I'm pleased. Integrates well with Shopify and it's easy to view/assign tickets and create macros.

Vorteile

Integration was not easy for a Zoho mail. I like the product though.
Customer service made easy. And a link to the customers profile on shopify.

Nachteile

Can’t think of anything at the moment...,

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu Gorgias

I spoke to someone. Although the person wasn’t able to help with integration as I wanted and passed me to someone else. The other person helped. But I stayed because there was someone to speak to and help onboard

Vorteile

We're a small brand, but Gorgias helps us manage tickets across social platforms, voicemail, and most importantly, emails. We love the integration with Shopify! The Gorgias team is also super helpful in optimizing and customizing the tool

Nachteile

I think it doesn't integrate with Instagram DMs yet.

Vorteile

Fast; simple but complete; clear UI; the right functions, without getting lost in useless tools or procedure

Nachteile

What can I say? Blue is my favorite color, but this is a marginal detail :-)

Vorteile

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

Nachteile

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

Vorteile

What I like most about Gorgias is how much you can customize the inbox and create filters for your needs. I also like how responsive their customer service is.

Nachteile

I have been using Gorgias for around 6 months and do not have any current complaints.

Vorteile

That allow you to work efficiently and organized and make it exactly what you need.

Nachteile

The macro feature has become much more intuitive which is great.

Vorteile

Integrating to Shopify was a smooth, simply transition.

Nachteile

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.

Vorteile

Gorgias allows us to manage our FB, Messenger, Instagram, Amazon, Email, and other Customer Service outlets all in one helpful interface. It puts a picture to each user's name, allowing for a more "personalized" looking response.

Nachteile

Having transferred over from Zen Desk, some of the software feels "backwards." But overall, super intuitive and solves many of our long term issues.

Vorteile

Gorgias has helped our team communicate our customers probelms quickly and efficiently.

Nachteile

Difficult to figure out how to forward a ticket.

Vorteile

I like that the company is open to suggestions

Nachteile

closing tickets is more complicated than other providers

Vorteile

I really love how easy it is to interact with customers. You can quickly see new inquiries and categorize them by platform type. (inbox, chat, etc.) as well as label them for ease of referencing them later. My favorite feature is simply being able to search through past conversations. If I can't remember the specific answer I gave regarding an issue, I can search for a keyword and find it.

Nachteile

I don't like that they took away the option to manually mark your Chat team as "unavailable". Instead, your chat is now available when your hours are set and unavailable when they are not. With a small team, we often can't be at the computer for the full set hours and like to jump on as we are available.

Vorteile

Gorgias has been a game changer for my company. The ease of use and the ability to handle support tickets has been fantastic. The company is innovative and takes their customer needs and suggestions seriously.

Nachteile

Not all of the social media platforms integrate

Vorteile

Gorgias is a user friendly software and the Gorgias team is very helpful. The reps answer questions quickly and follow up regularly when it is a situation they cannot resolve right away. The development team does a great job at keeping us informed of the pipeline.

Nachteile

Some of the automated flows take a bit of work and there is a lag un status update when tickets are marked done. Not too long but a bit of a lag.

Vorteile

Integration was extremely easy, customer support is always very timely and helpful, training webinars and sessions on new features happen regularly which makes things so easy to add/integrate.

Nachteile

Some of the new features can be a little hard to navigate at firs however between the one on one calls offered and the webinars you can always find the answers you need.

Vorteile

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.

Nachteile

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!

Vorteile

Gorgias has cut time and made it easier with their email templates. It allows us to be extremely efficient.

Nachteile

There is not much I like least, it is user friendly an easy to use. Sometimes the icon does not appear in the body of the email.

Vorteile

La possibilité de classer les tickets et d’enregistrer des réponses prédéfinies afin de traiter plus rapidement les demandes.

Nachteile

Lorsque plusieurs personnes traitent un même ticket, les statistiques ont l’air d’être faussées.