Top 10 Gorgias Alternatives for Better Customer Support [2024]

Gorgias is a leading help desk software that offers useful features like Workflow, Live Chat, and a ticketing system. However, although the app ticks all the necessary boxes, it falls short when it comes to pricing, the learning curve, and the functionality of some features. For these reasons, this article will compare and analyze different Gorgias alternatives to help you find the best help desk app for your store.

But first, let’s take an in-depth look at the reasons for and against Gorgias.

Why Look for A Gorgias Alternative

Gorgias stands out for its seamless integration with Shopify, providing a unified support solution for merchants with multiple stores. Its intuitive interface and robust ticket management system enhance customer support efficiency, while flexible pricing plans and AI integration further cater to diverse business needs.

Made for Shopify

Gorgias e-commerce is primarily a Shopify app that serves merchants who sell on the platform. The app seamlessly integrates with Shopify and allows merchants with multiple stores to provide support services in one place.

Intuitive Interface 

Many users praise the Gorgias customer support app for its easy-to-use interface that has a clean design. The easy-to-navigate interface makes it reply to queries timely.

Robust Ticket Management System

Merchants can handle tickets from multiple channels by assigning them automatically or manually, snoozing, forwarding, merging with other tickets, or undoing a sent message.

Flexible Pricing Plans

Gorgias features several pricing plans designed to cater to different business sizes.

AI Integration

Many merchants praise Gorgias AI for its ability to learn and follow a brand’s voice and processes. 

Despite these advantages, Gorgias has some limitations that may prompt merchants to explore alternatives.

Technical Complexity and Bugs

Gorgias customer support app is one of the best e-commerce help desk software due to its many features and integrations. However, the app’s many features significantly increase its complexity, which in turn gives rise to bugs.  For this reason, Gorgias has a steeper learning curve compared to other Gorgias alternatives. One user had this to say on the matter: “Their engineering team is having issues keeping up with the many bugs the system has.”

Notification Issues

Compared to other Gorgias competitors, the app falls short when it comes to notifying merchants of customer queries. Open tickets can be hard to track because Gorgias does not alert merchants when customers reply to tickets or when they reopen a ticket. Additionally, you can’t add notifications to other things or tweak notification sounds and settings.

Lack of Email Organization

Although the Gorgias customer service app is great at helping merchants manage emails, SMS, and chats, the app strikes out when it comes to email organization. Merchants can’t sort tickets according to their desired categories. The lack of organization can lead to a rather messy inbox that is difficult to navigate.

One user had this to say on the matter: “I wish I had more ‘folders’ I could create that were not just based on specific filter settings.”

Additionally, you can’t archive or delete an email, or, as another user puts it, “all you can do is close the ticket, but the email is still sitting there.”

Unreliable Mobile Version

Gorgias mobile app version is greatly affected by its complex features and bugs. The mobile app has very limited functionality so basic features such as replying to a customer are difficult. Many merchants found the app hard to use since most features do not work properly. For example, text-to-speech does not work, auto-complete is riddled with bugs, and one cannot search for customer tickets. If you’re a merchant on the go, mobile apps from Gorgias alternatives may be more viable.

High Pricing

It’s no secret that Gorgias’ pricing is higher than most of its competitors. Although the app’s Starter Plan is priced at $10/month on the Shopify app store, this price range is only meant for stores that receive less than 50 tickets per month. Fortunately, the Gorgias chat website offers a price calculator that allows you to calculate how much you’ll be paying based on the average number of tickets you receive. 

Criteria for Evaluating Gorgias Alternatives

We tested and reviewed various Gorgias competitors on several key features, tools, and services. 

Here’s what we based our evaluation on:

1. Real-Time Messaging and Communication

• Enable merchants to quickly respond to customer queries, improving customer satisfaction.
• Includes mobile apps for handling customer queries on the go.

2. Integration Capabilities

• Seamlessly integrates with the e-commerce platform your store is hosted on.
• Supports third-party app integration to expand functionality and improve customer experience.
• Includes social media integrations for multi-channel support and enhancing social proof.

3. Efficient Ticket Management System

• Organizes and manages tickets efficiently to ensure all customer queries are addressed.

4. Automation and AI Capabilities

• Includes automation and pre-built workflows to enhance efficiency and reduce workloads.
• Leverages AI to streamline repetitive tasks and provide business insights.

5. Reports and Analytics

• Provides in-depth reports essential for making data-driven decisions to improve performance.

6. User Experience and Customer Support

• Ensures customers have multiple easy ways to contact support.
• Offers exceptional customer support and provides training, tutorials, guides, and manuals for onboarding.

7. Pricing and Scalability

• Offers various pricing plans to accommodate different business sizes, ideally including a free plan or free trial.

8. Security and Team Collaboration

• Ensures customer data security with Identity and Access Management (IAM).
• Allows the support team to collaborate efficiently.

Gorgias Alternative #1: Willdesk

Known for: live chat, automated ticket system, and autoresponders.

Willdesk is one of the best Gorgias alternatives for merchants looking for help desk software that makes managing tickets effortless. Its automatic ticketing system can prioritize, assign, and categorize tickets automatically, thus improving efficiency and saving time. Since this feature frees up time, it allows your team to dedicate enough time to dealing with critical issues. You can expect better team collaborations and improved customer satisfaction with this feature.

Another great feature of Willdesk that makes it a great Gorgias alternative is its omnichannel accessibility, which lets you connect to multiple stores. You can also connect to various social media platforms, such as Facebook, Instagram, and WhatsApp. The extra connection through social media allows you to offer personalized responses that bolster brand relationships.

You can further improve personalization on Willdesk by integrating it with Langwill, a robust multilanguage app. It localizes your store by letting customers shop and pay in their local languages and currencies. The two apps working together can revolutionize your customer support system and improve overall customer satisfaction.

Features

• Automation. Resolve issues more efficiently with autoresponders, automated chatbots, and auto-workflows.
• Live chat. Improve customer satisfaction by providing quick responses to customers.
• Helpdesk. Provide personalized support by consolidating order history, subscriptions, and loyalty status into easily accessible customer profiles.
• Upsells and recommendations. Increase conversion rates with auto pop-ups that offer recommendations.
• Order tracking. A self-branded widget allows order tracking with no extra integrations needed.

Drawback

The app may have issues connecting to Outlook.

Willdesk is best suited for: 

Brands of all sizes require robust automation and live chat features. 

Gorgias Alternative #2: Freshdesk

Known for: advanced communication and analytics features.

Freshdesk is among the best Gorgias alternatives for merchants looking to deliver personalized support quickly. The app offers a unified workspace that makes managing, prioritizing, and resolving tickets convenient. You can also use Freshdesk to create automation and custom widgets that help customers find quick answers to their queries. 

The platform’s mobile app version is also highly rated, making it a great fit for merchants on the go.

Features

• AI-powered workflows and automation. Enable your team to work on autopilot.
• Collaboration tools. Ticket collaboration invites, linked tickets, and parent-child ticketing.
• AI-driven insights. Optimize support operations with constant analysis of interactions.

Drawback

The program may be delayed during deployment.

Freshdesk is best suited for:

Freshdesk is a great Gorgias alternative for mid-sized to large-scale brands that want a viable ticketing and collaboration support system.

Gorgias Alternative #3: Help Scout

Known for: AI support, collaboration tools, and help center.

A few other apps allow collaboration among team members and help center creation as easily as Help Scout. This app lets your team stay in sync when handling customer complaints by bringing together all channels and customer data in one place. Help Scout uses a shared inbox that connects to email, chat, Facebook, and Instagram.

Features

• Help Center. Give customers quick answers with AI answers, FAQs, and article recommendations
• Omnichannel support. Easily reach your customers on social media. 
• Automation. Create workflows and easily assign queries.

Drawback

The app does not feature a lot of templates.

Help Scout is best suited for:

Brands that have a relatively large support team and need a shared inbox.

Gorgias Alternative #4: Zendesk

Known for: integrations, messaging, and AI agents.

Zendesk is one of the most popular Gorgias alternatives for merchants that want robust software with extensive integrations. Zendesk’s vast ecosystem of apps and integrations makes it easy to leverage other tools like Slack to deliver instant support. The app also features AI agents that can aid your team in dealing with queries.

Features

• Automation. Create workflows and leverage bots to provide fast support.
• Rich messaging. Leverage customer data to initiate rich conversations.
• Advanced privacy and data protection.

Drawback

Keeping data in sync with other systems can be a hassle.

Zendesk is best suited for:

Zendesk is best suited for mid-sized brands and enterprises that handle a lot of queries per day.

Gorgias Alternative #5: Gladly

Known For: Ticket-free system, AI, and voice support.

There are not many Gorgias alternatives that leverage AI and support tools as radically as Gladly does. Gladly uses support agents and natively built-in phone support to provide personalized support. You can use the app to route queries to different support staff members according to the customer’s history, needs, or situations. As a result, your customers will have a dedicated support staff that better understands their needs.

Features

• Voice support. Leverage fully featured call control with global coverage
• AI and automation. AI authoring, summarization, and replies.
• Live reporting and metrics. A live view of all important reports across channels

Drawback

Editing text can be hard due to glitches.

Gladly is best suited for:

Large brands that want to leverage voice calls for customer support.

Gorgias Alternative #6: Kustomer

Known for: automatic routing, CRM chatbots, and integrations.

Kustomer is one of the best Gorgias alternatives for merchants that want to leverage customer data to optimize support. The app gives you a 360-degree view of the entire customer journey across all channels. With a customer’s timeline view, you can offer more personalized support.

Features

• Multichannel support. Engage customers on Facebook, X, and WhatsApp.
• CRM chatbots. Built-in chatbots to save time.
• SMS and voice. Deliver personalized support by managing SMS, MMS, and calls.

Drawback

Shopify stores may have a slow loading speed when opened inside Kustomer.

Kustomer is best suited for:

Large-scale brands that heavily rely on customer data to offer personalized support.

Gorgias Alternative #7: Re:amaze

Known for: video calls, push notifications, and omnichannel capabilities.

Re:amaze lets you leverage almost all known mediums of communication when it comes to offering support. From live chat, video call, and SMS to VoiP, social media, and push notifications, there is no shortage of ways for customers to reach you with this app. 

Features

• Automation. Send automated messages to customers. 
• Integrations. Facebook, Instagram, Mailchimp, Smile.io, and Aircall, among others.
• Status pages. Keep customers informed in case of outages or delays.

Drawback

AI features are still in Beta development.

Re:amaze is best suited for:

Small and midsized brands that only require the essentials to offer customer support.

Gorgias Alternative #8: Front

Known for: knowledge base, AI bots, and shared inbox.

Front is among the best Gorgias alternatives for merchants that want to easily create a help center. The app lets you centralize knowledge in your help center so customers can search for answers before coming to you for help. This strategy is great for saving time and reducing costs.

Features

• Fast search. Help customers find answers quickly.
• Shared inbox. Make team collaborations convenient.
• Analytics. Measure team performance and overall customer satisfaction.

Drawback

Limited customization options.

Front is best suited for:

Small-to-large-scale brands that require more in-depth analytics and reporting capabilities.

Gorgias Alternative #9: Kayako

Known for: AI, internal IT support desk, and team collaboration.

Kayako is great at providing merchants with all the necessary information they need to provide stellar customer support. With a comprehensive and real-time view of the customer’s shopping journey, your team can provide more personalized support. The app also has an internal IT support desk to ensure your support system is always in shape.

Features

• Live chat. provide quick responses to queries with AI.
• Collaborations and shared inbox.
• Self-service. Easily create a help center for customers to help themselves.

Drawback

The app does not have an auto-refresh feature.

Kayako is best suited for:

Mid-sized brands and enterprises with a high AOV want to create a service center and improve support team collaborations.

Gorgias Alternative #10: Zoho Desk

Known for: customer satisfaction tracking, AI, and omnichannel.

Zoho is one of the best Gorgias alternatives for merchants looking for help desk software that measures customer satisfaction. With the app, you can track and optimize customer interactions to get clear happiness insights. Combining this app with an affiliate and referral program like Recomsale can help you leverage customer satisfaction to improve sales.

Features

• AI. Provide smart answers to customer queries with Zia AI.
• Integrations. Connect with over 200 apps and programs.
• Self-service. Give customers a searchable knowledge base to help themselves.

Drawback

Steep learning curve since some functions require coding to utilize.

Zoho is best suited for:

Large-scale and enterprise stores that require robust and comprehensive help desk software.

Conclusion: How to Choose the Right Gorgias Alternative

As seen above, it is obvious that all Gorgias alternatives come with their own unique features, tools, and capabilities. Therefore, choosing the right help desk software will largely depend on your brand’s unique requirements and the budget you have to work with.

So, let’s go through some essential factors you need to consider before choosing a Gorgias alternative.

1. Budget

If you’re working with a small budget and need a versatile app that gives you all the necessary tools to provide professional support, then apps like Willdesk, Re:amaze, and Help Scout are great options. On the other hand, if you have a sizable budget and you’re willing to spend more for a powerful app, then consider Gladly or Zendesk.

2. Unique Brand Needs

The right type of customer support for your brand will be influenced by your desired medium of communication and the niche you serve. If your niche necessitates a more personalized approach to customer support, then apps like Gladly and Re:amaze are the best. However, if customer queries are similar and repetitive, then Gorgias’ alternatives, like Zendesk and Kustomer, which have reliable AI and automation, are a better fit.

3. Customer Service

Like other software solutions, help desk apps are bound to have technical issues. For this reason, you should opt for apps that have a proven track record of providing reliable support. 

Remember, reliable and timely customer support is essential in the competitive e-commerce landscape. The right app needs to streamline and improve your customer support processes.