SoundAssured
United States
Reviews (4)
The biggest issues are the mobile app and Voice (Phone) feature. The mobile app can be glitchy, talk-to-text is unreliable, and Voice doesn’t work through the mobile app. Calls have to be forwarded to another number, so you basically need someone at a computer all day to get the full functionality. Our biggest complaint is spam call billing. Gorgias can identify a call as spam, but it cannot automatically block it. If you ignore the spam call but it leaves a voicemail, you still get charged for a Voice ticket. Once you exceed your allowance, those tickets can get expensive. We pay $1 per Voice ticket within our plan and $2.20 per ticket once we exceed the limit, including spam calls that Gorgias identifies as spam if they leave a voicemail... SO WE GET CHARGED $2.20 PRETTY MUCH EVERY TIME A SPAMMER CALLS US, AND GORGIAS REFUSES TO DO ANYTHING ABOUT IT. With AI spam calls becoming more common, Gorgias really needs to fix this. Don’t identify a call as spam and then charge customers for it anyway. The billing model also creates a strange incentive. Gorgias identifies a call as spam, but if spammer leaves a voicemail, Gorgias still gets paid for the ticket. At $2.20 per overage ticket it adds up quickly. That said, we’re generally happy with Gorgias. It keeps most things organized from all of our marketplaces, and we can keep track of customer interactions fairly well.
Developer reply ·
Thank you for taking the time to share such detailed feedback. We’re glad to hear that Gorgias has helped your team keep customer interactions across your marketplaces organized, while we’re sorry that your experience with our mobile app and Voice feature has fallen short of expectations. We understand your frustration around spam calls, particularly when a call identified as spam results in a voicemail and a billable Voice ticket. We also recognize your concerns regarding the current mobile Voice experience and the impact these limitations can have on your team’s day-to-day workflow. We appreciate you raising these points so clearly. We’ll review the concerns you’ve highlighted with our Engineering team to better understand how we can improve this experience. Additionally, a member of our Leadership team will reach out to you directly to discuss your concerns in more detail and see how we can best assist. Thank you again for your candid feedback and for continuing to use Gorgias.
Omnisend is a decent email platform—less intuitive and feature-rich than Klaviyo, but it gets the job done. However, pricing changes have made it far less appealing. They charge for all contacts, even if they’re not subscribed to email or SMS. Essentially, you’ll be billed for anyone who has interacted with your site, regardless of whether they opted into communications. In our case, we were only emailing ~ 30% of the contacts we were being charged for—effectively doubling our costs just for them to store a simple list of our customers and people who abandoned cart. Their pricing structure feels unreasonable, and when we raised concerns, their response was dismissive. We’re planning to switch platforms once our migration plan is ready. It’s unfortunate because Omnisend had potential, but their pricing strategy makes it hard to justify staying.
Developer reply ·
Thank you for taking the time to share your feedback. We understand how important pricing transparency and fairness are when choosing an email marketing platform, and we appreciate the opportunity to clarify. To address your concern, Omnisend bills for both subscribers and non-subscribers but not for unsubscribed contacts. Non-subscribers are individuals who have interacted with your store — whether through making a purchase, abandoning a cart, or creating an account — but have never subscribed to marketing communications. While you can't send promotional emails to them, they remain eligible for most automated messages that help drive engagement and revenue. We truly value your business, which is why our billing team has already reviewed your account and suggested a more customized plan tailored to your needs. Additionally, our senior support specialists have provided further insights into our pricing options to find a solution that works best for you. If you’d like to continue the conversation, we’d be happy to explore additional ways to support your goals. We appreciate the time you’ve spent with Omnisend and hope to find a pricing solution that works for you.
By far some of the best customer service we've experienced. Always quick to respond and helpful. App works like it should. Highly recommended!
We signed up for this app because they promised that it could provide needed data regarding nexus. We paid almost $6k for their system and now that it is all set up we are not able to pull the needed data that was promised. They will not refund us despite having tried for over a month. Now we have to pay a different tax advisor more money to get the actual info. This company has terrible customer service and was deceptive when explaining their features. The system is clunky and slow. Use a local sales tax advisor and the native Shopify features and you will be fine.
