Gorgias

What merchants praise

“We have been using AI Agent for over a year, and it has significantly improved our customer response times. It has proven highly efficient in handling routine, repetitive inquiries such as order status, returns and exchanges, basic product information, and shipping details. During the holiday and Black Friday period, AI Agent successfully managed thousands of inquiries, allowing our customer service team to focus on more complex requests. It has become a valuable and reliable addition to our customer service team.”

What merchants complain about

“If you stay with Gorgias long enough, you’ll become an “appreciated loyal customer”. This means that they’ll put you on a legacy plan which no longer receives any new core features. This became apparent for us recently when they updated their Instagram integration to also allow replying to Instagram DMs (sounds like a core part of the Instagram integration right?). Turns out we can only access this core Instagram integration feature if we update our plan to either: a) a much shittier plan for the same price. or b) a slightly less shittier plan for 5 x the price.”