Gorgias Alternatives and Competitors 2022

5
Min Read
By  
Team Richpanel
Published on 
June 8, 2022
Gorgias Alternatives
Contents

Gorgias is a leading eCommerce Helpdesk and customer service software that improves your support team’s productivity. It helps them efficiently manage tickets and answer customer inquiries. Their centralized customer communication platform reduces turnaround time, and they have tight integration with Shopify.  The primary aim of any business adapting customer service software is to make things easier- both for the customer and the customer service representatives. 

Gorgias offers all the essential features that a good help desk software should, but it fails to meet the mark in its ability to solve end-to-end customer service. 

Gorgias has a complex user interface, which often takes time to adapt. This means agents must undergo training, and CX leaders must hire tech support to set it up. The more significant set back is that it’s designed primarily for SMB stores on Shopify, and the core use cases are designed to meet that of a small brand.

If you’re a customer service representative or a CX leader looking for the right customer service software that does more than ticket management. You can choose from this list of Gorgias alternatives provided below. 

But before we dive in, Let’s take a closer look at Gorgias- 

Gorgias:

Gorgias claims to achieve a quick turnaround time, improving the customer experience and increasing the business's profitability. Here are the key features that help it fulfill this promise- 

  • It has a centralized ticketing system that integrates all your support channels in one window. It also displays customer data in the same window.
  • Gorgias allows you to automate responses to reduce response time. 
  • The revenue tracking feature allows you to see the sales bought in by customer support. 
  • It will enable you to edit, cancel orders or initiate a refund without leaving the window if your store is set up on Shopify.

However, Gorgias falls short when it comes to some of its features- 

One of Gorgias’s features is automated sentiment analysis. You can hide negative comments or prioritize customers that sound angry or frustrated. However, this feature is relatively inaccurate and occasionally leads to discrepancies. This defeats the purpose of automation, which requires manual oversight to ensure accuracy. 

Another common thread we hear customers who move out of Gorgias is the duplicate and double counting of tickets, which leads to multiple agents trying to solve the same customer’s issue differently, confusing the end customer. 

Their self-service capability is quite restrictive and allows only three questions. This feature is an after-thought and doesn’t do justice to ‘customer self-service.’ This is one of the main reasons Gorgias cannot reduce the volume of redundant queries, as it fails to anticipate customer needs. 

As they have grown in SMB customer base volume, their after-sales services have taken a hit, and they are struggling to keep up with the volume of queries during implementation and post-sales issues from customers, who find this frustrating.

Ironically, Gorgias’s customer service is faulty as well. Many business owners struggle to receive attention from customer service agents after onboarding. They’re also known to take a lot of time to implement changes and features requested by customers, who find this frustrating. 

These are some reasons why Gorgias alternatives are growing much faster than their competitor- 

Gorgias Alternatives in 2022: Best Help Desk Software:

Here are some of the most popular Gorgias Alternatives- 

  1. Richpanel
  2. Zendesk 
  3. Gladly 
  4. Re: Amaze
  5. Kustomer

Richpanel:

Richpanel is designed to meet the needs of scaling eCommerce brands. The best thing about this customer service software is that it aims to improve the user experience by giving customers more power with unique self-service features. It aims to reduce the volume of tickets and centralize the customer help desk, providing comprehensive customer support solutions. 

Even the customizations are targeted toward eCommerce businesses, making it easier to implement these profit multiplying features- 

Self-Service Workflows: 

Richpanel boasts of the most comprehensive self-service workflows. The customer-facing portal has an Amazon-like view. It is personalized, easy to use, and gives the customers power to edit or cancel an order and even initiate a refund. The possibilities are just endless. It helps provide the best customer service experience and reduces ticket volume significantly. This is one of the key features that helped Pawz reduce ticket volume by 70% (Pawz case study)

Self Service Flow: Pawz.com
“We migrated from Gorgias to Richpanel. We reduced agent-handled interaction by more than 70%. The self-service portal is helping our customers resolve most of the queries and only redirecting the complex issues to our team”

Julian, CEO - PAWZ

Agent-Experience:

Richpanel provides the best agent experience. Not only does Richpanel provide omnichannel support, but it also allows you to view customer history and details, which makes it easier for you to respond to queries. Whether it's making notes, communicating with your team members, or even taking order actions- Richpanel allows you to perform all tasks without having to open another tab. It saves agents time and improves their day-to-day experience. 

Unified Customer Profile to Improve Agent Experience

Multilingual Support:

Nothing says personalized like a conversation in a customer’s native language. Richpanel supports over 52 languages, allowing companies to reach a wider audience. It makes the customers feel more connected and increases brand loyalty. 

Richpanel’s multi-lingual capabilities

Revenue Reporting:

Gone are the days when CX leaders created excel sheets to track revenue or keep an eye on the agents' performance. Richpanel provides a comprehensive dashboard with the necessary metrics and analytics, so you don't need to perform these tedious tasks manually. The best part about Richpanel’s reporting capabilities is the Revenue reporting which allows you to track the bottom-line impact of CX. This helps CS teams move closer to being a strategic revenue driver.

Revenue from Customer Support

Best Suited For:

Scaling eCommerce businesses with a high volume of tickets want to scale without increasing their team size. 

2. Gladly:

Gladly is a customer service software with an intuitive user interface. It is much more adaptable and easy to use than Gorgias and improves the customer service experience. It might be a suitable alternative for enterprise brands as it is a comprehensive customer support platform. It encompasses phone support, IVR, robust agent routing, and assignment rules.  Here are some of Gladly’s standout features- 

Chat Support:

Gladly has an in-built chat feature that lets you handle queries from the website and other communication channels. It also helps you identify customer behavior and offer help with pop-up messages when they seem to be struggling to make a decision. This improves the shopping experience, making visitors more likely to convert into customers with this feature. 

While the chatting feature is excellent, Gladly fails to make the right impact because customers sometimes fail to see the incoming messages as they get lost in the chat. This results in timed chats; hence, agents get negative reviews. 

Query Routing: 

Gladly is a customer service software that allows you to route queries according to the customer history, situation, or needs. This means you can prioritize customers with greater CLV or route certain types of questions to the correct department or an agent with expertise on the matter. This reduces wait time and helps you make the most of your agents’ experience. 

While this feature aims to improve efficiency, agents cannot access customer details for a conversation that is not assigned to them. This may cause discrepancies and increase wait time instead of reducing it. 

Best Suited For:

Gladly is best suited for mature support teams looking to invest in an end-end support tool focused on IVR, phone support, and robust routing. Similar to Zendesk, the implementation and learning curve could be why you might decide against it. 

Related Read: Gladly Alternatives in 2022

3. Zendesk:

Zendesk is a customer service software built to serve various industries. While it is not purpose-built for E-commerce, it is highly customizable if you have the resources to make it work for your business. It acts as a helpdesk software, CRM, and workload management tool. This is here are some of Zendesk's key features:

One-Stop Solution:

With the wide range of Zendesk features and numerous integrations, Zendesk is versatile and helps different types of businesses meet their requirements. You can also create a self-service portal and  Live chat feature with  Zendesk Guide and Zendesk Chat. This makes Zendesk a one-stop solution for businesses. 

However, there is a flip side to this. With numerous options and customizations, Zendesk becomes challenging to set up. The interface also has a steep learning curve, making it difficult for agents to adapt to this tool. Your support team may end up feeling overwhelmed due to the numerous features and options, many of which they don’t need. 

Reporting System:

Zendesk has a comprehensive and customizable reporting system. It allows you to gain insight into agent productivity and help provide directed feedback where ever necessary. It helps you identify top performers in your team. Zendesk can also help you track conversions due to customer support and give you insights into consumer behavior by providing combined analytics from different communication channels.  

Much like the Zendesk features, creating these customized reports can be time-consuming. They require complex configurations and can be tedious to set up. 

Best Suited For:

Large-scale businesses with Tech support teams that can help configure Zendesk to best suit the business requirements. 

4. Re:Amaze:

Re:Amaze is an integrated live chat and help desk software to watch out for. It offers automated workflows, a self-service portal, and chatbots, which help improve customer satisfaction scores and increase profits. Here are some of its key features:

Live Chat:

Re:Amaze has a customizable live chat feature that stands out. It has automated chatbots that trigger messages based on the customer activities and time spent on your website. This helps businesses offer help round-the-clock and improve their shopping experience. They also have an instant “check your order status bot, " a unique self-help feature.

The automation takes the load off your agents and reduces the volume of queries. But it does not help nurture customer relationships. The automated responses can feel like the business is deflecting questions instead of looking for resolutions. This is one of the drawbacks of using Re:Amaze. 

Related Read: Benefits of live chat for Ecommerce

Customer Communication Hub:

Much like the other platforms on this list, Re:Amaze offers a shared inbox for the support team.  It integrates messages from different platforms such as email, SMS, Facebook, Instagram, and Twitter. It also shows real-time customer information and has extensive collaborative features such as notes, reminders, and assignments. They make Re:Amaze an all-in-one customer communication hub with the collision detection feature. 

However, the chat does not support media files, and the backend of the live chat, including the collaborative feature, is slightly tricky. The UI is confusing, and there are far too many clicks to complete some simple tasks. This is frustrating, and your agents may need to rely on an entirely different messaging platform for internal communications. 

Best Suited For:

Like Gorgias, Re:Amaze is best suited for SMB e-commerce brands who want to streamline multi-channel support and offer a basic live chat to improve customer experience.

Related Reading: ReAmaze Alternatives & Competitors for 2022

5. Kustomer: 

Kustomer is a customer service software and CRM platform. It provides a 360-degree view of the customer history and behavior and the ability to respond to customer inquiries from multiple channels through one platform. Here are some of the noteworthy features of Kustomer- 

Kustomer IQ: 

Kustomer IQ is an automatic chatbot feature that aims to improve agent productivity. It is based on a self-learning AI model that studies previous agent responses to create automated customer queries. It is fast and helps take some load off your customer support representatives. 

This feature's downside is its overall effect on the customer experience. The replies are robotic and can sometimes be off-putting. For brands that value personalization, this is a pitfall rather than an advantage. It saves the agents some time but makes the customer feel undervalued. 

Integrations:

Kustomer integrates with major eCommerce platforms such as Amazon Connect, Magento, Bigcommerce. It also supports integrations with other customer support tools such as Slack, Jira, and Twilio. This brings an extensive list of features and capabilities all under one roof. 

However, these integrations are reasonably complex, and you’ll need technical know-how to set them up initially. This makes it difficult for business owners to adapt to this software. 

Best Suited For:

Kustomer’s pricing model is based on the number of seats, not the number of tickets. SO it is expensive for businesses with an extensive support team. 

Related Read: Kustomer Alternatives in 2022

Choose Your Gorgias Alternative: The Right Help Desk Software for your Ecommerce Store

Gorgias fares well regarding features but is complex to use and does not help CX leaders achieve the desired result- customer satisfaction with a reduced workload for their support agents. 

Richpanel, Gladly, Zendesk Kustomer, and Re:Amaze fare better in this aspect. But when it comes to picking the right customer service software for your business, be mindful of the following things:

  1. What are your primary goals, and what features or functionalities will you benefit most?
  2. Which pricing model suits you the best?
  3. How well can these platforms handle the ticket volume you are dealing with?

Re: Amaze is an excellent alternative to Gorgias for SMB E-commerce brands looking for a powerful live chat component. However, Gorgias will have the edge if the Shopify integration is considered.  Though it is not an E-comm-only product, Kustomer is a good alternative as it focuses on AI and automation to reduce ticket volumes.

Gladly values personalization over automation and tends to rely on the human touch much more than Kustomer and Re:Amaze. 

Zendesk values customization and provides a long list of features. A business needs to make intelligent decisions and pick the options that best suit its needs. Though extensive, it will prove to be an expensive alternative.

Richpanel, a more popular Gorgias alternative for scaling E-commerce brands, aims to empower the customers and help them solve their problems. They value agent experience equally and concentrate on improving customer support operations rather than just resolving tickets. Signup for Free or Book Demo

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