GorgiasLearn More |
FreshworksLearn More |
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| $ Pricing | $60/month | $15/month |
| Best for |
Top Shopify stores use Gorgias to reduce ticket first response time and increase the efficiency of their customer support teams. |
Someone who needs multi-channel communication methods to get friendly customer support |
| Features |
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| Pros | |
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| Cons | |
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| Ease of Use | |
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Gorgias has a lot of integrated features that are great for business such as Shopify integration and a great CSAT system that is easy to use and understand. |
With Freshworks, you can handle queries from multiple communication channels like email, phone and social media from a single unified database. |
| Value For Money | |
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Provides great value for money and more features than Freshworks. |
Freshworks has every feature that goes with its plan. The free plan is a plus. |
| Customer Support | |
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Amazing customer support with excellent ticketing and responses. |
Customer support needs improvement in few areas. |
In this post, we have shared the comparison between Gorgias and Freshworks. Here is a head-to-head comparison.
Having excellent customer service software has never been more essential than it is today. With more and more customers shopping online, it’s important to have a seamless customer experience across all channels.
Whether you have a brick-and-mortar store or an eCommerce store, or both, your brand should strive for excellent customer service to make sure your customers come back and buy again.Â
Gorgias and Freshworks are two helpdesks that can help you respond to customers quickly and efficiently, but which one is better?
That depends on your store and needs, so let’s look at the breakdown of benefits for these platforms.Â
What Is Gorgias?
Gorgias is a leading helpdesk for Shopify, Magento, and BigCommerce merchants, where retailers can manage all of their customer communication and tickets in one platform (email, social media, chat, SMS, phone).
It’s powered with machine learning to automate up to 25% of commonly asked questions and seamlessly integrates into your existing tech stack to deliver better customer support.
What Is Freshworks?
Freshworks is a cloud-based customer support service software focused on streamlining customer conversations, automating repetitive responses, and collaborating across your team.
One of the biggest differentiators between the two platforms is that Gorgias was developed with solely eCommerce stores in mind.
Comparison Between Features: Gorgias vs Freshworks
Let’s take a closer look at how the two platforms are different;
1. Fit for online stores
Gorgias is built for Shopify, Magento, and BigCommerce merchants. You can customize the data you display and insert Shopify variables in macros, such as the tracking number or the order status.
You can also connect to as many stores as you want. Freshworks does integrate with Shopify, but it has fewer options for taking action on orders. So, if you’re looking for a helpdesk that integrates deeply with your existing eCommerce platform, then Gorgias is the right choice.
2. User interface
The interface of Gorgias is extremely user-friendly and is made to be a tool that helps your team move customer tickets quickly and easily.
One of the first attributes that most users love about Gorgias is the straightforward user interface that makes it easy to execute in the shortest time possible.
Freshworks also has a clear dashboard but isn’t as seamlessly integrated with actions in eCommerce platforms.
Pricing Plans: Gorgias vs Freshworks
Freshworks Pricing
Freshworks pricing model is based on the amount of customer service agents using it on a monthly basis. It also varies depending on the features you need access to. Gorgias’ pricing is based on the number of customer tickets you receive.
1. Freshworks (Customer Support Software)
- Free/Starter Tier:Â $0
- Growth Tier:Â $15
- Pro Tier:Â $49
- Enterprise:Â $79
2. Freshsales (CRM Software)
- Free/Starter Tier:Â $0
- Growth Tier:Â $15
- Pro Tier:Â $39
- Enterprise:Â $69
Gorgias Pricing
So, if you have part-time agents and/or want your entire team to be able to check tickets, then Gorgias is the cheaper option.
Also, Freshwork’s most basic plan doesn’t include automation, which is a core part of Gorgias’ offering to ensure your team can be efficient in their responses.Â
Gorgias Vs Freshworks: Pros and Cons
Gorgias Pros:
- Highly efficient automation features save time.
- Seamless integration with major e-commerce platforms.
- Real-time data syncing enhances customer interactions.
- Customizable workflows tailored to business needs.
- Excellent support team responsive to user queries.
Gorgias Cons:
- Limited functionality outside of customer support.
- Slightly higher price point for smaller operations.
Freshworks Pros:
- Comprehensive analytics and reporting capabilities.
- Scalable solutions are ideal for growing businesses.
- Multi-channel support, including phone, chat, and email.
- Regular updates with new, useful features.
- Cloud-based setup for easy access and maintenance.
Freshworks Cons:
- It can get expensive with additional features and users.
- Setup complexity varies across products.
FAQÂ
👀 What is Freshworks used for?
Freshdesk is a customer support software that is hosted in the cloud and is characterized by a high level of usability together with an extensive feature set. Customers may get assistance via the mode of contact that is most convenient for them thanks to the availability of several support channels, such as live chat, email, the phone, and social media.
🤔 What is Gorgias tool?
Gorgias, which may be pronounced beautiful, is a customer assistance platform that was developed specifically for online retailers! Connect all of the customer support channels you use, such as email, chat, phone, Messenger, Facebook, Instagram, and SMS, and manage them all from inside the same dashboard provided by Gorgias.
🔥Is Gorgias worth?
Customers have given Gorgias a good rating of 4.8 out of 5 stars in the Shopify app store, praising its simplicity of use in addition to its exceptional onboarding and support experiences. There is a specific focus on the video chat, which is an extremely helpful feature for kickstarting the work of the teams.
Quick Links:
Conclusion: Who Wins The Battle?
Having excellent customer service software has never been more essential than it is today. With more and more customers shopping online, it’s important to have a seamless customer experience across all channels.
So if you’re looking for a helpdesk for your eCommerce store that has ease of use, is affordable, and integrates seamlessly with your eCommerce store and technology stack, then Gorgias is the option for you.
