Gorgias
Gorgias is a customer service platform primarily for e-commerce, highly praised for its deep Shopify integration and automation, but faces significant criticism for unpredictable and high pricing, a severely buggy mobile app, and slow customer support.
Mixed, your call
50MIXED
6
Pros
8
Cons
38
Sources
156
Views
What owners love
- Deep integration with Shopify allows agents to manage orders, issue refunds, and edit details directly within tickets, significantly improving efficiency.
- Consolidates various communication channels (email, chat, social media, SMS, voice) into a single, unified inbox, streamlining workflows and preventing missed messages.
- Powerful automation tools, including rule-based responses, macros, and AI-driven suggestions, help reduce response times and handle repetitive inquiries.
What to watch
- Pricing can become unpredictable and expensive at scale due to ticket-based billing, overage charges, and additional fees for AI Agent resolutions and voice add-ons, sometimes doubling bills unexpectedly.
- The mobile app (iOS and Android) is widely reported as buggy, slow, unusable, and lacking essential features like searching tickets, attaching photos, and landscape mode on iPad, with frequent login issues.
- Customer support response times can be slow, unhelpful, and limited, especially after the initial onboarding phase, with users struggling to get issues resolved.
Go deeper
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Unlock free in the Android appBased on 38 sources: Reddit, YouTube, and specialist forums.
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