キャプテラ - 日本企業の最適な
ソフトウェア選びをサポートし18年

Gorgiasとは

ライブ・チャット、メール、ソーシャル・メディアなど、顧客サービス・チャネルを管理する単一のアプリです。GorgiasはShopify向けに設計されたヘルプデスクです。

Gorgiasの製品詳細

良いポイント:

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.

改善してほしい点:

Difficult to figure out how to forward a ticket.

Gorgiasの評価

評価ポイント

使いやすさ
4.6
カスタマーサービス
4.5
機能
4.5
価格の妥当性
4.5

おすすめ度

8.7/ 10

Gorgiasの総合評価は4.6/5です。 (キャプテラに寄せられた121件のレビューより集計)。

Gorgiasを使用したことがありますか?

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レビューを絞り込む (121件)

Saskia
Saskia
アメリカのSenior Director Sales Marketing
認証済みLinkedInユーザー
飲食店, 10,000+人規模の会社
使用期間: 6~12か月
投稿経路

Georgias is excellent computer program

5.0 昨年

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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
アメリカのMarketing manager
認証済みLinkedInユーザー
自動車, 11~50人規模の会社
使用期間: 6~12か月
投稿経路

Best help desk, highly customizable, reasonable price

5.0 3 年前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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

Aicel
ドミニカ共和国のCustomer Experience Team Lead
アウトソーシング、オフショア, 501~1,000人規模の会社
使用期間: 6~12か月
投稿経路

Gorgias

3.0 2 年前

良いポイント:

User-friendly and very easy to understand, and customize. I’d use it again.

改善してほしい点:

I wish it had a better / less office look, make it more easy on the eyes.

Connor
プエルトリコのOwner
小売, 2~10人規模の会社
使用期間: 1年以上
投稿経路

A must have for any eCommerce business

5.0 3 年前

製品を使ってみた感想: Overall, there is no other customer service platform I would use or reccomend more.

良いポイント:

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.

改善してほしい点:

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.

Michael
アメリカのSenior CX and Operations Manager
小売, 11~50人規模の会社
使用期間: 1~5か月
投稿経路

Great Product!

4.0 4 年前

製品を使ってみた感想: 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.

良いポイント:

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

改善してほしい点:

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.

Maria
メキシコのCustomer service department manager
消費者サービス, 11~50人規模の会社
使用期間: 6~12か月
投稿経路

検討した類似製品:

Very helpful for staying organized and consistent

4.0 4 年前

製品を使ってみた感想: 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.

良いポイント:

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

改善してほしい点:

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.

認証済みレビュアー
認証済みLinkedInユーザー
食品、飲料, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

検討した類似製品:

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

4.0 5 年前

製品を使ってみた感想: User love it and very few headaches. Some integrations need better docs on how to use advanced functionality.

良いポイント:

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

改善してほしい点:

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.

Charles
Charles
スペインのCreative Director
認証済みLinkedInユーザー
健康、ウェルネス、フィットネス, 2~10人規模の会社
使用期間: 6~12か月
投稿経路

検討した類似製品:

Better than Zendesk

5.0 3 年前

製品を使ってみた感想: Pleasant.

良いポイント:

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.

改善してほしい点:

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
英国のSenior Ecommerce Manager
小売, 51~200人規模の会社
使用期間: 6~12か月
投稿経路

検討した類似製品:

Totally changed our customer service

5.0 4 年前

製品を使ってみた感想: 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!

良いポイント:

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!

改善してほしい点:

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.

Luke
英国のHead of Ecommerce
スポーツ用品, 11~50人規模の会社
使用期間: 1年以上
投稿経路

Works seamlessly in our tech stack

5.0 11 か月前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.

Brian
カナダのowner
小売, 2~10人規模の会社
使用期間: 1年以上
投稿経路

Great Product -

5.0 昨年

製品を使ってみた感想: it's been great. easy integration and great support

良いポイント:

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

改善してほしい点:

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

Latoya
ジャマイカのCustomer support agent
消費者サービス, 1,001~5,000人規模の会社
使用期間: 6~12か月
投稿経路

Gorgias

4.0 3 年前

製品を使ってみた感想: It's pretty great overall, I use it everyday, at first I thought it was not user friendly but it works and easy too

良いポイント:

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

改善してほしい点:

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

認証済みレビュアー
認証済みLinkedInユーザー
アパレル、ファッション, 11~50人規模の会社
使用期間: 1~5か月
投稿経路

Gorgias

5.0 4 年前

製品を使ってみた感想: Overall, I love that gorgias is passionate about continuous improvement and the team is super helpful. The townhalls are always VERY informative.

良いポイント:

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

改善してほしい点:

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.

Liz
アメリカのGeneral Manager
小売, 11~50人規模の会社
使用期間: 1年以上
投稿経路

Finally a company that values their customer

5.0 4 年前

製品を使ってみた感想: Gorgias has been great for our needs, and their customer support is one of the best we have across all of the systems we use. I appreciate the direction their development team is headed and look forward to the improvements that are to come.

良いポイント:

Our team has found that this product simplifies the processes we were previously working through. It integrates into the majority of our systems and has improved the customer experience as well as providing enhanced analytics to measure customer satisfaction. I truly appreciate their monthly webinars focused on updates to their system so that our team is able to successfully implement or prepare for these updates. They seem to value customer feedback in improving their product, and they have great communication and customer support.

改善してほしい点:

There are features I would like to see improved or created. The reality is that some of the integrations that have been missing for our company are launching as they have mentioned these updates in the past two Update Webinars. I really have no other complaints. It has been a great system for us so far.

Jennifer
アメリカのHead of Customer Experience
小売, 2~10人規模の会社
使用期間: 6~12か月
投稿経路

Gorgias is Essential

5.0 4 年前

製品を使ってみた感想: Gorgias allows our team to respond to customer's needs in an organized, efficient manner.

良いポイント:

I have used Gorgias for 2 years with 2 different companies. I value the ticket and view organization. It is great to see everything organized and sorted. I also enjoy that everything is together- emails, chat, social. I've used other platforms where everything was separate so it's nice to have it together. The data is helpful in sharing my team's successes with our management.

改善してほしい点:

As a customer service representative, I would like to be able to use my auto-text expander add-on. It doesn't work in Gorgias and I feel like that slowed my productivity way down as I had to type it all out.

認証済みレビュアー
認証済みLinkedInユーザー
自動車, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

Perfect product !

5.0 4 年前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.

Tracey
ニュージーランドのSales Coordinator
消費財, 11~50人規模の会社
使用期間: 6~12か月
投稿経路

Great product - makes customer interaction easier

5.0 4 年前

良いポイント:

Allows our team to quickly respond to customer queries and to be able to tag them for future follow up when needed. Overall, a great system for keeping everything in check.

改善してほしい点:

There is too big a jump in Monthly tickets between the Basic Plan and the Pro Plan. We would like access to just one of the features available in the Pro plan, but we can't justify the cost or ticket count to change plans just to get this feature. Would be great if these could be offered as "add-ons" at individual prices so that you can customise your plan.

Johnny
アメリカのSr. Customer Experience Manager
消費財, 51~200人規模の会社
使用期間: 1年以上
投稿経路

Gorgias Experience

5.0 3 年前

良いポイント:

The ability to set up an automation that auto answers and closes tickets has been great.

改善してほしい点:

We wish the live chat was a little more user-friendly.

Carolyn
英国のOperations Lead
高級品、ジュエリー, 2~10人規模の会社
使用期間: 2年以上
投稿経路

gorgias review

4.0 4 年前

良いポイント:

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.

改善してほしい点:

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.

Kemal
Kemal
インドネシアのCostumer Service
認証済みLinkedInユーザー
消費者サービス, 201~500人規模の会社
使用期間: 1年以上
投稿経路

The best helpdesk in my opinion

5.0 4 年前

製品を使ってみた感想: I use this to handle customers' tickets on daily basis. From every helpdesk that I've used, this one is the most fastest, easiest to use, and responsive.

良いポイント:

-Rally fast and responsive. -Clean, efficient, and clear Shopify plugin. -Macro can be easily integrated with Shopify

改善してほしい点:

-I wish we can open multiple ticket under one tab -Sometimes there are users that have bug where their eyes are on every ticket they have opened.

Romain
Romain
フランスのconsultant
認証済みLinkedInユーザー
マーケティング、広告, 2~10人規模の会社
使用期間: 6~12か月
投稿経路

Excellent platform

4.0 3 年前

良いポイント:

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

改善してほしい点:

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

Zach
アメリカのDirector of Admin
消費財, 11~50人規模の会社
使用期間: 1年以上
投稿経路

検討した類似製品:

All around ticket management solution

5.0 4 年前

良いポイント:

I absolutely recommend gorgias as a ticketing solution. The macros save time and increase our reps ability to answer more clients. The work flows ensure tickets are going to the right people. Point blank gorgias helped to streamline and automate my customer experiance.

改善してほしい点:

It needs to have a knowledge base added in.

Braylee
アメリカのAccount Manager
アパレル、ファッション, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Great product that pretty much does it all

4.0 3 年前

製品を使ってみた感想: We migrated from a few different applications to Gorgias, where it has most everything in one! It's eliminated a lot of customer service confusion with having the "tickets" and live chat.

良いポイント:

Lots of options in one platform and easy to keep organized!

改善してほしい点:

I wish it was a little more user friendly for employees who aren't in there that often

Nicole
アメリカのOffice Manager
小売, 11~50人規模の会社
使用期間: 6~12か月
投稿経路

Gorgias is gorgeous!

5.0 3 年前

良いポイント:

It's beautiful, truly. I love everything about it.

改善してほしい点:

I don't have any complaints, besides the ease of merging customers.

Jaylynn
アメリカのOperations manager
アパレル、ファッション, 2~10人規模の会社
使用期間: 6~12か月
投稿経路

Simplifies and streamlines

5.0 4 年前

製品を使ってみた感想: Easy to implement, versatile, and simple to use!

良いポイント:

As a small business, everyone on our team manages multiple tasks. Gorgias helps us make it easy to stay on top of customer response, cutting down the amount of time we need to provide excellent service.

改善してほしい点:

I wish the macros could be grouped and organized.