Gorgias

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.

Ideal Customer Experience Platform

Kommentare: Highly recommend using Gorgias, it’s been productive and effective for CX and suppor

Vorteile:

Gorgias is a great CX platform for brands to use to help with support, live chat, and ticket management process! I highly recommend using Gorgias for all those support projects

Nachteile:

More integrations and flows with ESPs and CDPs would make communication streamlined across platforms

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.

Great Concept, Poor Support & Organization

Kommentare: The implementation was supported moderately well, but still needs a lot of work. After launch, support can only be described as inconsistent, but consistently incompetent.

Vorteile:

Ease of use & implementation. The system is fairly easy to setup.

Nachteile:

The platform could be great, but it is in a constant state of flux, and half the features don't work for BigCommerce sites. The system is full of bugs and inconsistencies. The system is geared specifically to Shopify. They should be much more open about that upfront. If you are using BigCommerce, you will not be able to take advantage of many of the automated features.

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.