Gorgias Vs Freshdesk 2024 | Which Is The Best Customer Service Software? (#1 Choice)



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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

  • Document Management
  • Inventory Management
  • Inventory Management
  • Email Integration
  • Customer DataBase
  • Customer DataBase
  • Ticket Management
  • Free Trial
  • Service Desk (ITIL ITSM)
  • Alerts/Escalation
  • Seamless Integration
  • Free Plan
  • There's a lot of updates and it tends to interrupt the work
  • Support could be better
Ease of Use

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 Freshdesk, you can handle queries from multiple communication channels like email, phone and social media from a single unified database.

Value For Money

Provides great value for money and more features than Freshdesk.

Freshdesk has every feature that goes with its plan. The free plan is a plus.

Customer Support

Amazing customer support with excellent ticketing and responses.

Customer support needs improvement in few areas.

In this post, we have shared the Gorgias vs Freshdesk comparison. 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. 

Gorgias and Freshdesk 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. 

What Is Gorgias?

Gorgias : Gorgias vs Freshdesk

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 Freshdesk?

Freshdesk review home

Freshdesk 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 Freshdesk

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. Freshdesk 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.

Freshdesk also has a clear dashboard but isn’t as seamlessly integrated with actions in eCommerce platforms.

Pricing Plans: Gorgias vs Freshdesk

Freshdesk pricing

Freshdesk’s 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.

Freshdesk review price

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.

Gorgias pricing- freshdesk vs gorgias

Also, Freshdesk’s most basic plan doesn’t include automation, whereas that’s a core part of Gorgias’ offering in order to ensure your team can be efficient in their responses. 

FAQ On Gorgias vs Freshdesk

What is Freshdesk used for?

Freshdesk is a customer support software that is hosted in the cloud and is characterised 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.

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Verdict: 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.

Andy Thompson
This author is verified on BloggersIdeas.com

Andy Thompson has been a freelance writer for a long while. She is a senior SEO and content marketing analyst at Digiexe, a digital marketing agency specializing in content and data-driven SEO. She has more than seven years of experience in digital marketing & affiliate marketing too. She likes sharing her knowledge in a wide range of domains ranging from e-commerce, startups, social media marketing, making money online, affiliate marketing to human capital management, and much more. She has been writing for several authoritative SEO, Make Money Online & digital marketing blogs like ImageStation.

Affiliate disclosure: In full transparency – some of the links on our website are affiliate links, if you use them to make a purchase we will earn a commission at no additional cost for you (none whatsoever!).

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