Gorgias Erfahrungen

Schön übersichtlich, aber geringer Funktionsumfang und nicht unbedingt DSGVO geeignet

Vorteile:

Es gibt viele verschiedene Möglichkeiten über views nur relevante Tickets anzuzeigen, das ist wirklich sehr übersichtlich und erlaubt eine individuelle Gestaltung. Generell ist das Dashboard sehr übersichtlich.

Nachteile:

1. Leider gibt es keine Möglichkeit die Kundendaten oder die Reports über die Produktivität der Agenten vor Agenten oder anderen Rollen zu verstecken. Jeder Agent kann alle Kundendaten in der Übersicht angucken. Wir arbeiten Teilweise mit freien Mitarbeitern und können das Tool nicht DSGVO-konform nutzen. 2. Die Absender-Email kann nicht den Namen des Agenten als Name des Absenders haben. Nur eine fester "Firmensupport - support@company.com Name kann gewählt werden. Das Gleiche gilt für Bilder in der Signatur. So kann man den Kunden nicht wirklich persönlich helfen.

Best help desk, highly customizable, reasonable price

Kommentare: Although our website is not built on one of the major platforms that Gorgias integrates with we are still able to implement it and centralize all our messages, make it easy for our team to communicate, assign team members and deal with cases based on priority. Also, Gorgias pricing is based on how many tickets you use a month so it adapts to the ever-changing business needs.

Vorteile:

We were looking for a helpdesk tool to make our customer service team more efficient by centralizing all communication channels into one (email, live chat, social media). Gorgias offers it all! Highly customizable dashboard, they even offer a 5 day free trial and if you re not satisfied after the first month, they refund you the money! Their customer service team is very helpful and knowledgeable.

Nachteile:

It would be nice if they offered phone support and more e-commerce integrations.

A must have for any eCommerce business

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

Vorteile:

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.

Nachteile:

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.

Basic chat tool for small businesses

Kommentare: Basic support for chats but need better reporting functions

Vorteile:

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

Nachteile:

Not a lot of good reports to drill down productivity

Great Product!

Kommentare: The overall experience has been fantastic! Our team is so glad we found Gorgias. It has impacted our team's time in a very psositive way and customers have been very pleased with how quickly we are able to reply to them. Very straight forward.

Vorteile:

I love how easy it is to use. It has saved us so much time in replying to emails and tracking our internal records.

Nachteile:

I still struggle to understand Chat and reporting. I feel like there's a lot of potential in both, but eager to better understand how we can best utilize Gorgias.

Very helpful for staying organized and consistent

Kommentare: 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.

Vorteile:

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

Nachteile:

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.

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

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

Vorteile:

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

Nachteile:

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.

Better than Zendesk

Kommentare: Pleasant.

Vorteile:

Easy to use. Has live chat and now a customer support area to answer all those questions. Integrates with WhatsApp and Instagram. Allows multiple languages in one price plan.

Nachteile:

There's no pause plan when undergoing integrations or updating the website for a time, but you can always ask them to close it and come back later.

Totally changed our customer service

Kommentare: I love working with the team at Gorgias and their product! The number of developments I have seen since moving to them 7+ months ago is crazy!

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.

Great basic CX manage but difficult to customize

Kommentare: We joined Gorgias when the team was in flux, members were moving to different roles rapidly so we I feel like we got lost in the shuffle with really understanding and making the most of the product early on. Since, our support has been great with quick response time and can usually resolve or address a question quickly.

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.

Works seamlessly in our tech stack

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Great Product -

Kommentare: it's been great. easy integration and great support

Vorteile:

We like the ease of use and how it inegrates with shopify

Nachteile:

i wish we could get notifications when when a customer replies to a message in our email.

Gorgias

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

Vorteile:

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

Nachteile:

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

Kommentare: Overall, I love that gorgias is passionate about continuous improvement and the team is super helpful. The townhalls are always VERY informative.

Vorteile:

It is fairly easy to use and the customer service is always super helpful.

Nachteile:

I would love to be able to track team efficiency with knowing how much time they are taking per ticket, per channel. Also, our returns integration is not the best for the team to be able to easily figure out the information, wish there was a better way that the data would be imported in to gorgias to understand dates and items returned.

My personal view of Gorgias

Vorteile:

Gorgias is a powerful and user-friendly customer service platform that can help businesses of all sizes provide better customer service and support. The platform is simple to use, and the Gorgias customer service team is always ready to assist and answer questions. I also like how Gorgias provides a variety of features and integrations that can help optimize customer service operations and increase efficiency of customer engagement.

Nachteile:

In terms of customization, I found Gorgias to be quite limited. There are some basic settings you can be change, but overall it feels very rigid and limited in terms of what you can customize and adjust to fit your specific needs. Moreover, the user interface is not particularly intuitive and can be quite difficult to navigate.

Transformed our customer service

Kommentare: Our marketing team suggested Gorgias instead of Zendesk. When we started using it our staff fell in love with it. It is a game changer for customer service. We have all our customer service happening in one place. The ability to chat, email, phone, talk on FB messenger, all while we have the customer's shopify sale within the screen is amazing!

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.

Easy to Learn, Use, & Integrate

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.

I can't believe I ran a business without Gorgias...

Kommentare: I always recommend Gorgias. They really do make it easy to run customer service.

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.

Makes my life easier taking care of customers

Kommentare: 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.

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.

From an Admins Perspective

Kommentare: 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.

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.

Great for D2C Brands

Kommentare: We love it!

Vorteile:

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

Nachteile:

Not good for scaled offshore customer service teams

Gorgias

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.

Easiest CS software

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

Loving it so far

Kommentare: Gorgias customer support is great. We have the best client success manager [SENSITIVE CONTENT HIDDEN] who helps us set up all of our folders and filters. Gorgias has a lot of capabilities to help streamline things so we really like it.

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.

Ticketing tool is very useful

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.