Viewing a live demo of Gorgias: AI, Helpdesk & Chat.
Join the waitlistSentiment
Your at-a-glance summary of what's happening with this app
Ship these this sprint. Ranked by real merchant demand.
Merchants want deeper Shopify support, including B2B vs retail customer handling, the ability for the AI Agent to read multiple Shopify inventory locations, and unlimited order tag population.
Reviewers say new features arrive too rarely and want the product to keep evolving with more capabilities and better performance.
Merchants want the AI and intent features to be more complete and less half-baked, with better overall optimization and performance.
Merchants want the AI to avoid incorrect replies, ticket closures without proper responses, and other unstable behavior.
Merchants want visibility into new capabilities and are explicitly asking for more features to be added over time. This is a grouped signal from reviews praising the app's roadmap and suggestions being heard.
Churn signals ranked by severity
I'm left with no choice but to disable the agent because it's frustrating my customers with irrelevant responses, or worse promising that we will do something that we simply can't.
after weeks we had to abandon
I cancelled the service and they still billed me $900. They are refusing to refund the money even though it was cancelled before the renewal!
They delete all your data if you don't pay the subscription. So if you make a support page with a lot of info like we did, make sure you save it.
I will be long gone.
I have been using this software for almost five years and can not wait to get away from it.
The moment our contract ends, we'll be switching to Richpanel.
save your sanity and find a different app.
Very bad application and service... Also very difficult to use compared to Helpscout. I do not recommend it at all... why you made it incredibly difficult to cancel?
If you are like us, thinking of moving to Zendesk to Gorgias. Please don't... If you are SMB you are so much better of staying on Zendesk. Huge mistake on my part to move to this joke. Now I have to pay the developers twice to move back to Zendesk
Once we have to incorporate any code you've lost us.
Can't send SMS. It's been weeks and they still haven't fixed it. I rely on this heavily and no one knows when or if there will ever be a resolution. I'm losing clients because I can't operate fully.
Then trying to get out, is not easy. No delete account button, and you need to chat with them.
DO NOT USE THIS APP IN THE NEAR FUTURE.
I'd strongly recommend looking for another customer service ticketing option as when raising any faults with Gorgias they are simply ignored.
DO NOT BUY FROM THEM!!!!!!!!!!!!!!!!!!!!!! I am still having problems with my phone line...
No support, no onboarding, no chance. The when I told them we were looking for a better fit they handed me over to a third party consultant to get set up. Worst app experience on Shopify. Switched to Gladly and they we super helpful and responsive.
Tried it for a few months and dumped it.
We are switching to a competitor that offers the same functions and essentially unlimited automations.
Your software cannot be trusted, and it calls into question the product at large and the (lack of) TLC that's going into it.
I am now evaluating other service due to horrendous cost and complete lack of support.
We ended up working with REDO, though their integrations are slighlty behind right now and thet don't have an app.
regrettably will need to find another solution
Sent us an email to say they are TRIPLING the price we pay. Disgusting how they treat customers! Don't do it.
At this point, we're going to look at apps like RE:amaze and see what they have on offer as we've given Gorgias multiple chances.
if you have busy social media accounts like we do, you will probably not want to use Gorgias for Instagram and Facebook comments. It just gets way too expensive.
chat is very limited - you can't really see the customer journey while chatting - we're switching back to our previous chat program.
Go with the larger companies like Zendesk, Hubspot etc.
If i could give zero stars I would. Absolutely not "easy to set up" like I was sold on the initial sales phone call
we were overcharged $780 on October 24th, and we are still waiting for the refund to be processed. While mistakes can happen, the delay in resolving the overcharge is concerning.
My contact form has been down for more that one day, emailed twice the support team and I got strictly NO answer from them.
Our team has been reaching out for help since last month, and no one has responded.
the most expensive app we have ever used, just use shopify chat, you can configure the exact same.
Looks terrible, cheap and chaotic, not as advertised at all. Cant login, no email with PW reset is sent, customers are waiting.
Rezygnacja z subskrybcji oczywiście nieintuicyjna, a pomoc ze strony obsługi polega na tłumaczeniu, że zwrot pieniędzy jest niemożliwy.
App is very expensive.
I can’t recommend it.
Our account was billed even though we already canceled it.
stay away. nothing works - waste of time! support is horrible!
Really want to like this app given all the previous great reviews, but we are struggling with it.
for an app that came recommended from my business coach, I think ill be asking for new recommendations because the support team they have on today don't know left from right.
Costumer service has a brain of a 3 year old...
I have been trying to add phone service to my current subscription and had some questions about setup, but the level of support experience that I'm getting does not reflect the positive reviews here. Since when do you have to follow up to your own questions? I'm very disappointed.
if you are on the go and work virtually from your phone at times then it is the absolute worst
App would not integrate with email accounts as described and support was non existent, terrible app, don't waste your time or money
terrible customer support! nobody answers!!! it is not working properly and it's been a week and I am yet to get any help at all!!!
I can't even send an email or pay for my subscription.
I could not recommend it to others.
I could not recommend it to others.
Slow support or not existent Also the app is supper buggy
For the past few months I am having an issue and the AI bot just says we opened a ticket and someone will get back to you but nothing this has been going on for too long and its impacting the way we work.
The new upgrade is terrible. I can't delete a ticket.
It’s ironic that the so-called best support app has some of the worst support I’ve experienced. I started a trial while using Shopify Plus, and they still haven’t been able to fix a store sync issue after a full week.
If you turn on auto-reply they will count it towards your billable tickets. There is no clearly visible disclaimer when turning on this rule. We incurred over $700 in overage fees... Feeling scammed.
STAY AWAY FROM THESE CROOKS
Byer beware, the $60 subscription requires that you agree to a $10,000 not to exceed monthly limit. Your giving them permission to bill your credit card up to 10k per month uncontested instead of pausing your subscription in the event of a hack.
It's occasionally slow and clunky, and there are limitations (especially with regards to live chat) in customizability. This is often frustrating, but the core product is so good that I'm willing to cut my losses on some of these auxiliary features.
it can be difficult to get a hold of the customer success or live chat help sometimes
If you are considering using Gorgias, make sure every single detail, expectation, and promise is clearly written into your contract is something I would strongly advise and make sure you love that contract because they will not work with you on this to make their app work for you if it is not in there.
We have been using Gorgias for over a year, and our experience has been extremely frustrating.
One of the worst customer service we experienced in long time. Basically there is no customer service and no one answers us for months...
Want this for Gorgias: AI, Helpdesk & Chat’s reviews?
Join the waitlist