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En savoir plus sur Gorgias

Une seule application pour gérer tous vos canaux de service client : messagerie instantanée, e-mail, réseaux sociaux. Gorgias est un service d'assistance conçu pour Shopify.

En savoir plus sur Gorgias

Avantages :

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.

Inconvénients :

Difficult to figure out how to forward a ticket.

Gorgias - Notes

Note moyenne

Facilité d'utilisation
4,6
Service client
4,6
Fonctionnalités
4,5
Rapport qualité-prix
4,5

Probabilité de recommander le produit

8,8/10

Gorgias a reçu une note globale de 4,7 étoiles sur 5 d'après 113 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (113)

Pablo
SAV (France)
Textile, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Le meilleur outil pour la gestion du SAV

5,0 il y a 8 mois

Avantages :

Facile à utiliser, très bien optimisé Shopify, permet un bon suivi et support très réactif. Nous permet de gagner beaucoup de temps dans le traitement des tickets et le suivi des profils clients.

Inconvénients :

L'intégration des messages facebook/instagram pourrait être améliorer

Stacy
Responsable e-commerce (France)
Mode et vêtements, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Bon logiciel service client

5,0 il y a 8 mois

Avantages :

Il permet de gérer facilement les réclamations clients et de les classer en fonction des sujets. Les règles permettent de classer directement certains messages qui ne nécessitent pas de réponse ou d’envoyer des réponses automatiques selon les sujets.

Inconvénients :

Certains messages passent à la trappe avec la mise en place des règles.

Benjamin
Account Manager (France)
Marketing et publicité, 51–200 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

La meilleure app sur Shopify

5,0 il y a 3 semaines Nouveau

Avantages :

Gorgias va vous changer la vie si vous opérez sur Shopify. Rapidité de mise en place, de prise en main par les équipes et la connexion avec Shopify est, comment dire, magique ! Nos équipes custommer nous disent merci !

Inconvénients :

Le support peut être en Anglais ce qui peut gêner les non anglophone?

khalid
gerant (France)
Vente au détail, Auto-entrepreneur
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

bon logiciel de service client

5,0 il y a 7 mois

Avantages :

Possibilité de créé un helpdesk, FAQ. historique de conversation, evaluation clients.

Inconvénients :

Trop de paramètre, on se perd vite dans toutes les options.

Stacy
Chef de projet e-commerce (France)
Vente au détail, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Avis Gorgias

4,0 il y a 2 ans

Avantages :

La possibilité de classer les tickets et d’enregistrer des réponses prédéfinies afin de traiter plus rapidement les demandes.

Inconvénients :

Lorsque plusieurs personnes traitent un même ticket, les statistiques ont l’air d’être faussées.

Saskia
Saskia
Senior Director Sales Marketing (É.-U.)
Utilisateur LinkedIn vérifié
Restaurants, 10 000+ employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Georgias is excellent computer program

5,0 il y a 10 mois

Commentaires : Georgias facilitates the automation of routine customer service requests and simplifies the management of more complex cases. With Gorgias, you can monitor critical metrics and assess past performance to enhance future results and the client experience.

Avantages :

You may tailor the client experience you provide with Gorgias to meet your specific business requirements. You can get your job done quickly and neatly with the many useful tools and extensions it provides. When you need assistance, Gorgias is there for you. A bare-bones installation works well, but the platform can be customized to your specific needs by delving further into its settings using rules, macros, and more. Overall, it's a reliable system for achieving top productivity.

Inconvénients :

Although not all services and extensions are included in your Gorgias membership, upgrading is simple, and the added functionality is well worth the investment.

Eszter
Eszter
Marketing manager (É.-U.)
Utilisateur LinkedIn vérifié
Automobile, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Best help desk, highly customizable, reasonable price

5,0 il y a 3 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Joshua
Application Specialist (Australie)
Vente au détail, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Elevating Customer Experience

5,0 il y a 4 semaines Nouveau

Avantages :

We use Gorgias to engage with our customers through our Shopify e-commerce site and this makes it effortless to handle incidents and resolve customer enquiries. It also assists with our conversion as we utilise the live chat to help assist customers as soon as possible to help them make a more informed decision sooner. Previously this was all done utilising a mailbox that we had so we have elevated our customer experience immensely.

Inconvénients :

Can be a little bit costly for smaller businesses

Mark
Customer Experience Lead (É.-U.)
Biens de consommation, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Gorgias Is Good But Having Severe Issues With Growth

2,0 il y a 3 ans

Commentaires : It was good in the beginning but the many problems the young platform has have become blaringly obvious as time has gone on.

Avantages :

Gorgias has a lot of integrated features that are great for our business such as Shopify integration and a great CSAT system that is easy to use and understand.

Inconvénients :

Customer service is, unfortunately, not very good. I have been trying to get a resolution for a request to close out a number of tickets that fit into a certain parameter but nothin has been fixed for over 3 weeks. Every time I reach out, I am thrown to someone else who says they cannot help and now I do not get any responses. Their engineering team is having issues keeping up with the many bugs the system has. Also, updates will occur and shut your entire team down without notice. When I reached out about this, they claimed there was no way to give us forewarning the day of regarding possible updates that would impact our customer service productivity.

Charles
Charles
Creative Director (Espagne)
Utilisateur LinkedIn vérifié
Santé, bien-être et fitness, 2–10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées précédemment :

Better than Zendesk

5,0 il y a 2 ans

Commentaires : Pleasant.

Avantages :

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.

Inconvénients :

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.

Claire
Senior Ecommerce Manager (R.-U.)
Vente au détail, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées précédemment :

Totally changed our customer service

5,0 il y a 3 ans

Commentaires : 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!

Avantages :

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!

Inconvénients :

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.

Melissa
Senior Community Manager (É.-U.)
Art/artisanat, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Great basic CX manage but difficult to customize

5,0 il y a 3 ans

Commentaires : 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.

Avantages :

I love how Views are easy to navigate and the easy of backend use for turning on/off functionality.

Inconvénients :

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.

Chase
Owner (É.-U.)
Vente au détail, 2–10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

We love Gorgias

5,0 il y a 3 ans

Commentaires : We use Gorgias for all of our customer service and it's been great for ticket management. Saved a lot of time, easy to tag colleagues to a ticket and assign to different reps.

Avantages :

Very simple workflow, great integration with our front end Shopify store. Easy to navigate to customers orders and view total customer spend. Pricing structure makes a ton of sense and is by ticket, not by seat, which for a small company where we all need transparency into what's going on in the service side of things is great.

Inconvénients :

Wish it had a bit more functionality and ability to customize some things, but not a deal breaker by any means.

Katy
Business Development Manager (É.-U.)
Vente au détail, 11–50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Alternatives envisagées précédemment :

Essential for stores on shopify

5,0 il y a 3 ans

Avantages :

Saves us a lot of time by having customer ticket information readily available in the sidebar and the ability to add order information into tickets. Being able to search macros and snooze tickets is great and makes sure everyone is helped quickly and no ticket is left untouched.

Inconvénients :

Just anxiously awaiting gorgias' native phone system! Currently using aircall we just don't like having to go back and forth between apps.

Alvin
Customer Support Manager (Philippines)
Biens de consommation, 2–10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Excellent UI/UX platform

5,0 il y a 3 ans

Commentaires : It made our customer support efficient and fast.

Avantages :

I like that is very easy to learn and navigate compared to different platforms that are very confusing. Even a newbie support agent can learn to use this platform without crucial training.

Inconvénients :

Probably the features where we cannot manage the instagram messages and the “knowledge base” feature where we can setup for our customers.

Alisa
Store Manager (É.-U.)
Articles de sport, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

I use it everyday

4,0 il y a 3 ans

Commentaires : The set up was easy, and everyone there has been very helpful. The system itself is easy to navigate.

Avantages :

It manages my email flow and allows multiple users to have access to one central email.

Inconvénients :

You are unable to mark a ticket as unread, and sometimes tickets get lost.

Candice
CFO (Canada)
Vente au détail, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées précédemment :

Transformed our customer service

5,0 il y a 3 ans

Commentaires : 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!

Avantages :

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.

Inconvénients :

I'm waiting for the IG DM to come on to the platform, it will dramatically help us.

Michele
Manager (É.-U.)
Vente au détail, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Loving it so far

5,0 il y a 3 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Stephanie
VP of Marketing (É.-U.)
Vente au détail, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Gorgias is a Game Changer!

5,0 il y a 3 ans

Avantages :

Setting up Gorgias was very easy and has completely changed the way we communicate internally, as well as with our customers. I love that we can see all customer and internal communications in a single ticket, so we don't send multiple responses to the same customer if they reach out to us multiple times and we always know where we are at in handling any issues that come our way.

Inconvénients :

The only main issue we've had is when recently we ran a segment with The View, where they forwarded customer questions to us with a single email. Since the same email was used, all communications came in on a single thread and it was hard to tell who had been helped and who hadn't. However, I love that Gorgias links tickets together based on the same email so I'm not sure if there is really a resolution there!

Carolyn
Operations Lead (R.-U.)
Bijoux et produits de luxe, 2–10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

gorgias review

4,0 il y a 3 ans

Avantages :

integration was relatively easy. very useful being able to allocate tickets to different team members the link with our shopify account is very useful as we have all the customer info to hand.

Inconvénients :

Sometimes the email chains cannot be minimized, so you have to scroll up to view customer email, and all the way down to write the reply. would be useful to have better ways to search old tickets as they can be hard to find when i want to look back at them for reference. if there was a function where we could pin some tickets, to use as 'example replies' for training purposes. This would be of benefit.

Megan
Director of Operations (É.-U.)
Mode et vêtements, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great product!

5,0 il y a 3 ans

Commentaires : great!

Avantages :

easy reporting, cheaper than competitors

Inconvénients :

difficult to get help "onboarding" after launch, would love to set up a call to chat through how we can be optimizing

Ema
Customer Service Manager (É.-U.)
Biens de consommation, 2–10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

My take on Gorgias

4,0 il y a 3 ans

Commentaires : It has been good. They're constantly evolving and updating / adding new features.

Avantages :

It's quick, easy and effective. We wanted a cleaner / efficient way to manage customer interactions and this helps us do so. It's integration with Shopify and other apps is very helpful in streamlining processes and customer communication.

Inconvénients :

I think my biggest con is the statistics currently include time outside of our normal business hours. It's hard to gauge customer service response time accurately this way. It gives us a good perspective on the customer end response time; however, not when we're trying to review our service on a team level. Also, by using an "auto responder" for our email - basically every ticket is considered billable (even junk mail) - I don't like that.

Romain
Romain
consultant (France)
Utilisateur LinkedIn vérifié
Marketing et publicité, 2–10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Excellent platform

4,0 il y a 2 ans

Avantages :

Very easy to use and easy to integrate software and direct and powerful chat

Inconvénients :

I don't have anything negative to say about Gorgias at the moment, I am delighted with the services he offers.

Joanna
Owner (É.-U.)
Mode et vêtements, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

5,0 il y a 2 ans

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

Avantages :

I love how it gives you customer information straight from Shopify. It is so easy to manage customers on their platform.

Inconvénients :

Honestly, there's not much that I don't like about this software.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Automobile, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Perfect product !

5,0 il y a 3 ans

Commentaires : My overall experience is , Gorgias has been extraordinary for our requirements, and their client assistance is a standout amongst other we have across the entirety of the frameworks we use. I like the course their advancement group is going and anticipate the enhancements that are to come.

Avantages :

I like that is extremely simple to learn and explore contrasted with various stages that are exceptionally befuddling. Indeed, even an amateur help specialist can figure out how to utilize this stage without critical preparing.

Inconvénients :

Assuming you need to coordinate ebay or amazon, you need an outsider extra which is itself restricted. Plan for extra expenses. Rules and Macro motor has a few impediments when looking to completely mechanize measures. It very well may be simpler to test rule rationale prior to conveying.