Solid customer support, includes features we need, great options for adjustments.

The biggest issues are the mobile app and Voice (Phone) feature. The mobile app can be glitchy, talk-to-text is unreliable, and Voice doesn’t work through the mobile app. Calls have to be forwarded to another number, so you basically need someone at a computer all day to get the full functionality. Our biggest complaint is spam call billing. Gorgias can identify a call as spam, but it cannot automatically block it. If you ignore the spam call but it leaves a voicemail, you still get charged for a Voice ticket. Once you exceed your allowance, those tickets can get expensive. We pay $1 per Voice ticket within our plan and $2.20 per ticket once we exceed the limit, including spam calls that Gorgias identifies as spam if they leave a voicemail... SO WE GET CHARGED $2.20 PRETTY MUCH EVERY TIME A SPAMMER CALLS US, AND GORGIAS REFUSES TO DO ANYTHING ABOUT IT. With AI spam calls becoming more common, Gorgias really needs to fix this. Don’t identify a call as spam and then charge customers for it anyway. The billing model also creates a strange incentive. Gorgias identifies a call as spam, but if spammer leaves a voicemail, Gorgias still gets paid for the ticket. At $2.20 per overage ticket it adds up quickly. That said, we’re generally happy with Gorgias. It keeps most things organized from all of our marketplaces, and we can keep track of customer interactions fairly well.

The gorgias AI agent is amazing and has really relieved pressure from our customer services department. Over time we have worked closely with our account managers Stefan & Alessandro to really tailor it to our business needs and ensure the tone of voice matches our brand. I would highly recommend brands utilise this tool to help make efficiency gains - its much better than other tools on the market that we have previously used and is consistently receiving 5* CSAT scores. Ali & Harbour Lifestyle (Head of Ecommerce & Website)

Gorgias has been a great addition to our customer service workflow. The AI agent handles a solid chunk of routine inquiries on its own, which has freed up our team to focus on more complex issues. Really happy with how it's performed so far. :)

Our small Support Team has started working much closer with our CSM, Emely Tapia, over the last couple of months and we couldn't ask for better guidance! She has been so attentive and helpful with our deep dive into optimization projects, particularly with our AI Agent, as we head into the peak season. Thank you for all you do, Emely!

We've run customer support for our footwear brand on Gorgias for years. Over the past couple of months we've been building out the AI agent with our CSM, Emely Tapia, and it now resolves a real share of inbound tickets before anyone on our team touches them. Emely has been responsive and hands-on throughout. She works through the specifics with us rather than pointing at help docs. Good product, and the support behind it is what made the setup actually land! Thanks, Emely - you made all the difference!

An essential, evolving partner for Alessi’s customer experience! Gorgias is a comprehensive, continuously evolving tool that has transformed our support operations. It has allowed us to automate over 50% of customer inquiries while maintaining an excellent CSAT score. Working with our Customer Success Manager and the entire Gorgias team is a pleasure—they are proactive, supportive, and dedicated to our success. We are thrilled with the results and excited to keep growing together!