Great for e-commerce!
April 26, 2022

Great for e-commerce!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gorgias

The company I worked for was an e-commerce brand that set up websites for large companies such as magazines, influencers, athletes, etc. We would use Gorgias for all of the email integrations we had over 40 stores and email addresses that Gorgias was able to handle capably. The ticket volume we experienced was over one thousand on a given day.
  • Tagging- the tagging system was a great way to stay organized.
  • Rules- when you have 49 inboxes implementing rules on when to fire a macro or auto tag is necessary and Gorgias’ UI was easy to understand and execute.
  • Integrations- I had to integrate with dozens of inboxes many times using aliases and most of the time Gorgias was able to help.
  • With that said, sometimes integrations would not work and we would have to create a Gmail alias.
  • Their response time was not that quick to errors.
  • They did not integrate with platforms such as whiplash or ship station which would have been very useful.
  • Tagging
  • Shopify integration
  • 3pl integration
  • Emailing
  • Scales for 25 inboxes to 40
  • Handled over 1000 tickets a day quickly with Shopify information easily available.
  • Quantified reports for our business partners based on tagging features.
We selected Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now

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It has the best Shopify integration we had over 40 Shopify stores and having all of that information on a user's email was extremely helpful. The integrations for 3pls could’ve been better and the reporting left something to be desired. Having a feature like most common topics based on what the users write about rather than what we had to manually tag would be very beneficial.

Gorgias Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration