Comparing Zendesk and Gorgias for Online Business Support

Choosing the right customer support platform is crucial for your ecommerce business success. Whether you're comparing zendesk vs gorgias or exploring other options, you need a solution that handles service across multiple channels, delivers fast support, and boosts customer satisfaction. Studies show that investing in advanced customer experience technology can increase revenue by up to 5.7 times and improve satisfaction by 20%. With Sobot, including Sobot AI and the Sobot call center, you can unify your customer support, automate service processes, and provide a seamless customer experience. Keep in mind, 32% of customers leave after just one bad service experience, so choosing the right support platform truly matters.

Platform Overview

Zendesk

Zendesk is a popular customer service platform that helps you manage customer conversations across many channels. You can use Zendesk to handle email, chat, social media, and phone support. Many businesses choose Zendesk because it offers a wide range of features for customer support, such as ticketing, live chat, and automation tools. Zendesk also provides real-time analytics and dashboards, so you can track how your team is doing. The platform supports over 50 languages, making it a good choice for global ecommerce companies. Zendesk can connect with e-commerce and CRM platforms, including WhatsApp and SMS, to give you real-time updates on orders and returns. Companies like Samsung and OPPO have used Zendesk to improve their customer satisfaction and service efficiency. Zendesk offers different pricing plans, from basic to enterprise, so you can pick what fits your business size and needs.

Gorgias

Gorgias is a customer service software built mainly for ecommerce businesses. If you run an online store, Gorgias helps you manage customer support across email, chat, social media, and SMS. You can connect Gorgias with Shopify, Magento, and BigCommerce, making it easy to see customer orders and answer questions fast. Gorgias lets you automate replies to common questions, like order status or refunds, which saves your team time. You can also use Gorgias to send SMS marketing messages and surveys to boost customer engagement and sales. Many ecommerce brands, such as Krave Beauty, use Gorgias to build a strong knowledge base and improve customer service. Gorgias prices its plans based on the number of tickets, not agents, which matches the high volume of support requests in ecommerce. The platform brings all customer conversations into one feed, so you never miss a message.

• Gorgias is designed for ecommerce businesses that need fast, multichannel support.
• It integrates with Shopify, Magento, and BigCommerce for real-time order updates.
• Gorgias supports email, chat, Facebook Messenger, WhatsApp, Instagram, and SMS.
• You can automate replies to common questions and send SMS campaigns.
• Gorgias helps you collect customer feedback with surveys.
• Pricing is based on ticket volume, which fits ecommerce needs.
• Brands like Krave Beauty use Gorgias for their customer support knowledge base.

Sobot Ticketing System

Sobot Ticketing System gives you a powerful way to manage customer support across all channels. You can handle email, voicemail, chat, and even connect with ecommerce platforms like Shopify. Sobot uses AI-powered automation to route tickets to the right agent and answer common questions. This means your team spends less time on repetitive tasks and more time helping customers with complex issues. Sobot supports multiple languages, so you can serve customers around the world. The system includes smart analytics, SLA management, and a unified workspace for all customer data. Sobot’s omnichannel integration brings WhatsApp, Facebook, Instagram, voice calls, and email into one platform, making customer service seamless.

Sobot helps you reduce your support workload by up to 80% and increase customer satisfaction to 97%. You can track over 150 indicators to improve your service and boost conversion rates by 38%. Sobot is a cost-effective, scalable solution for businesses that want to deliver excellent customer support and service across every channel.

zendesk vs gorgias

Key Differences

When you compare zendesk vs gorgias, you see that both platforms help you deliver strong customer support, but they take different paths. Zendesk is an enterprise-grade solution. It works for many industries, not just ecommerce. You get advanced features like AI-powered automation, a large app marketplace, and deep customization. Zendesk lets you manage customer conversations across voice, SMS, email, and social media. You can set up complex workflows and use detailed analytics to track your service performance.

Gorgias, on the other hand, focuses on ecommerce businesses. If you run an online store, you will find Gorgias easy to use. It connects directly with Shopify, Magento, and BigCommerce. You can see customer orders, process refunds, and answer questions from one dashboard. Gorgias automates common ecommerce tasks, such as abandoned cart recovery and post-purchase follow-up. This helps you save time and boost your customer experience.

Tip: If you want a platform that grows with your business and offers advanced AI, Zendesk may fit your needs. If you want a simple, fast solution built for ecommerce, Gorgias could be the better choice.

Here are some main differences between zendesk vs gorgias:

• Zendesk offers a wide range of features, including ticketing, live chat, automation, and reporting. It can be complex and expensive for some users.
• Zendesk supports many integrations and has a large user community.
• Gorgias is built for ecommerce businesses, with features like abandoned cart recovery and order management.
• Gorgias integrates deeply with ecommerce platforms but may be less suited for non-ecommerce industries.
• Zendesk starts at a higher price but gives you more features. Gorgias starts lower but can become more expensive as your ticket volume grows.
• Both platforms offer 24/7 customer support.

Zendesk holds a G2 rating of 4.3 out of 5 from over 6,000 reviews. Gorgias scores higher at 4.6 out of 5, but from a smaller group of about 500 reviews. Users like Zendesk for its multichannel support and automation, but some say it has a steep learning curve. Gorgias gets praise for its easy setup and user-friendly design, especially for ecommerce businesses.

Target Users

You should choose your customer support platform based on your business type and size. Zendesk vs gorgias target different users, so knowing your needs helps you decide.

If you run a small or medium-sized online store, Gorgias gives you tools that match your daily needs. You can handle customer questions about orders, shipping, and returns quickly. Gorgias helps you automate replies and manage your ecommerce workflow.

Zendesk works for businesses of any size. Large companies in technology, finance, or healthcare often choose Zendesk for its scalability and advanced features. You can customize Zendesk to fit your industry and connect it with many business systems. Zendesk supports complex workflows and large support teams.

Sobot also serves a wide range of industries, from retail and finance to gaming and education. If you want a unified platform that supports global customer service, Sobot offers multilingual support and omnichannel integration. You can manage customer interactions across email, chat, voice, and social media, making it a strong choice for businesses with diverse needs.

Note: Choosing the right platform depends on your business goals. If you focus on ecommerce and want a simple setup, Gorgias may be best. If you need advanced customization and serve many industries, Zendesk or Sobot could be a better fit.

Support Channels

Support channels play a big role in your customer experience. When you look at zendesk vs gorgias, you see differences in how each platform handles customer service across channels.

Zendesk gives you broad omnichannel support. You can talk to customers by email, chat, social media, voice, and SMS. Zendesk treats voice as a main channel, so you can set up call centers and manage phone support easily. You get a unified workspace where agents see the full customer history and context. Zendesk’s AI, like Answer Bot, helps automate replies and suggest help articles.

Gorgias focuses on digital channels for ecommerce businesses. You can manage email, chat, Facebook Messenger, Instagram, and SMS. Voice support is available, but not as a main feature. Gorgias shines when you want to connect your support with Shopify or Magento. You can see customer orders and automate replies about shipping or returns.

Sobot also offers strong omnichannel support. You can integrate email, voicemail, chat, WhatsApp, Facebook, Instagram, and voice calls into one platform. Sobot’s AI-powered automation helps you route tickets and answer common questions. You can manage all customer data in a unified workspace, making your service more efficient and your customer experience smoother. Sobot’s multilingual support lets you serve customers around the world.

Pro Tip: If you want to cover every channel, Zendesk and Sobot give you more options. If you focus on ecommerce and want deep store integration, Gorgias may be the right fit.

You should think about which channels your customers use most. If your customers like to call, Zendesk or Sobot will help you manage voice support better. If your customers prefer chat and social media, Gorgias gives you a simple way to connect those channels with your ecommerce store.

Feature Comparison

Ticketing and Automation

When you look at ticket management and automation, you want customer support that saves time and improves the customer experience. Zendesk and Gorgias both offer strong features, but they serve different needs. Here is a table to help you compare their main features:

You see that Gorgias focuses on ecommerce support with automation for common questions and workflows. Zendesk gives you advanced ticket management, SLA tracking, and deep customization for large teams. Sobot also provides a unified ticketing system that uses AI to automate ticket creation, routing, and response. You can manage tickets from email, chat, and voicemail in one place. Sobot’s system supports SLA management, multilingual service, and smart notifications, making customer support more efficient and accurate.

Tip: If you want to reduce manual work and improve customer self-service, look for platforms with strong automation and ticket management.

Ecommerce Integrations

Ecommerce businesses need customer support that connects directly with their store platforms. Gorgias stands out with deep platform integration. You can connect Gorgias natively with Shopify, Magento, and BigCommerce. This lets you view and edit customer orders, process refunds, and manage tickets without leaving the helpdesk. These ecommerce-centric features make Gorgias a favorite for online stores that want seamless workflows.

Zendesk supports ecommerce integrations with platforms like Shopify and Magento, but these are less seamless. You often need third-party tools such as agnoStack to unlock advanced ecommerce support. This means extra setup and sometimes clunky workflows. Zendesk works well for many industries, but its ecommerce support is not as smooth as Gorgias.

Sobot’s ticketing system also offers integrations with platforms like Shopify. You can manage customer inquiries, orders, and tickets in one workspace. Sobot’s omnichannel solution helps you deliver consistent customer service across email, chat, voice, and social media. This makes it easy to provide customer self-service and fast support for ecommerce customers.

Analytics

Analytics help you measure and improve your customer support. Zendesk and Gorgias both offer analytics, but their features differ. Here is a table to show you what each platform provides:

Zendesk gives you real-time dashboards, custom reports, and benchmarking tools. You can track agent performance, customer satisfaction, and service quality. Gorgias focuses on ecommerce-specific analytics, such as order insights and team efficiency. You can set custom KPIs and get automated reports. Sobot’s analytics tools let you monitor over 150 indicators, track SLA performance, and get smart notifications. This helps you make data-driven decisions and improve the customer experience.

Note: Strong analytics help you spot trends, improve customer self-service, and deliver better service every day.

Customer Support Value

Usability

You want a customer support platform that is easy to use every day. Usability affects how quickly your team can help customers and how fast you can train new agents. Both Zendesk and Gorgias receive strong usability ratings from users. The table below shows how users rate these platforms:

You see that Gorgias scores higher for usability, mainly because it offers a simple interface and easy navigation. Zendesk is also user-friendly but may take more time to learn. Sobot gives you a clean, unified workspace where you can manage all customer interactions. You can set up automation and self-service tools without much training. This helps your team deliver better customer service and improves the customer experience.

Scalability

As your business grows, your customer support needs change. You need a platform that can scale with you. Zendesk supports large teams and complex workflows. Gorgias focuses on ecommerce businesses, especially small and medium-sized ones. Both platforms help you handle more customer requests as you grow, but they use traditional helpdesk models. These models focus on ticket resolution and may not always support deeper customer engagement or advanced self-service.

Sobot offers a scalable solution for businesses of all sizes. You can add new channels, automate more tasks, and support more customers without losing service quality. Sobot’s real-time analytics help you track key performance indicators like response time and inquiry volume. This lets you adjust your resources and improve the customer experience as your business expands. You can also use self-service options to reduce the workload on your agents.

Sobot Omnichannel Solution

Sobot’s omnichannel solution stands out in customer support. You can connect all your customer service channels—website, app, phone, email, WhatsApp, Facebook, and more—into one platform. This unified approach means your customers never have to repeat themselves, and your agents always have the full picture. Sobot’s AI agents answer questions and provide self-service 24/7, which improves response times and reduces support workload.

Here are some unique values Sobot brings to customer support:

• Consolidates all customer interactions, ensuring a consistent customer experience.
• Automates ticket routing and escalation, reducing manual work and errors.
• Integrates with major ecommerce platforms and CRMs, cutting down on data entry.
• Provides real-time analytics for better service management.
• Offers industry-specific customization for retail, finance, gaming, and more.
• Supports both online chat and voice, making customer engagement seamless.

A real-world example is Opay, a financial service platform. Opay used Sobot’s omnichannel solution to manage customer service across social media, email, and voice. After switching to Sobot, Opay increased customer satisfaction from 60% to 90%, cut costs by 20%, and improved conversion rates by 17%. Sobot’s unified platform and self-service tools helped Opay deliver faster, more effective support and a better customer experience.

Tip: If you want to boost customer engagement and satisfaction, choose a platform that offers true omnichannel support and strong self-service features. Sobot gives you these advantages, helping your business grow and succeed.

Pricing and Integrations

Zendesk Pricing

Zendesk uses agent-based pricing models. You pay for each agent who uses the service. For small businesses, Zendesk starts with the Essential plan at $9 per agent each month. This plan gives you basic service features like a help center, web widget, and email support. As your business grows, you can move to Team or Professional plans. These plans cost $49 to $99 or more per agent each month. They add features like business rules, dashboards, and SLA management. Large companies can choose Enterprise or Elite plans, which cost up to $199 or more per agent each month. These plans offer advanced service tools, custom roles, and full 24/7 support. Zendesk pricing can increase quickly if you add more agents or extra features. Many businesses find Zendesk service reliable, but you should check if the cost fits your budget.

Gorgias Pricing

Gorgias uses a different approach for pricing models. You pay based on the number of tickets, not the number of agents. The Starter plan begins at $10 per month, which makes it affordable for small ecommerce stores. As your ticket volume grows, you can move to higher plans. These plans give you more tickets and more integrations. Gorgias does not limit service quality by price. Every plan includes strong service features and 24/7 support. For large ecommerce businesses, Gorgias offers higher-tier plans that handle more tickets. You do not pay extra for more agents, which helps you control costs as your team grows. Gorgias is popular with online stores that want simple, clear pricing and strong service.

Tip: Gorgias pricing is easy to understand. You pay for the service you use, not the number of agents.

Sobot Integration Options

Sobot gives you a unified service platform that connects with many channels. You can manage email, chat, voice, and social media in one place. Sobot’s ticketing system supports integration with popular ecommerce platforms like Shopify. This helps you track orders and answer customer questions quickly. Sobot also offers AI-powered service tools, smart automation, and multilingual support. You can use Sobot to improve your service across different channels and reach customers worldwide. The platform focuses on making service simple and efficient for your team. Sobot’s integration options help you deliver fast, accurate service and keep all customer data in one workspace. You can learn more about Sobot’s integration and service features on their official website.

Note: Sobot’s service platform helps you connect every channel, automate tasks, and deliver a better customer experience.

Pros and Cons

Zendesk Pros and Cons

Zendesk gives you a strong support system for your business. You can manage service across email, phone, chat, and social media from one dashboard. Many users like Zendesk because it offers a wide range of features and strong reporting tools. You can scale Zendesk as your business grows, which adds value for money if you need advanced service options. However, Zendesk can feel complex, especially for smaller teams. Some users say the interface is not easy to customize, and the best features come only with higher-priced plans. Here is a quick look at the main pros and cons:

Zendesk holds a 4.3/5 rating on G2 from over 6,000 reviews. Many users praise its multi-channel service and ticketing system, but some mention the high price and learning curve. You should consider Zendesk if you want a full-featured platform and plan to grow your service team.

Gorgias Pros and Cons

Gorgias stands out for ecommerce service. You get a user-friendly interface that helps your team adapt quickly. Gorgias connects directly with Shopify, Magento, and BigCommerce, so you can manage orders and refunds without leaving the platform. The AI-driven automation handles up to 60% of support tasks, which saves time and improves value for money. Gorgias brings all your customer conversations into one place, making service more efficient. However, as your ticket volume grows, the pricing can increase fast. Gorgias does not offer as many integrations or built-in CRM features as some other platforms. Some users also find the mobile app and collaboration tools less advanced.

• Pros:

  • Easy-to-use interface for fast team training.
  • Deep integration with major ecommerce platforms.
  • AI automation reduces repetitive work and speeds up service.
  • Omnichannel support for live chat, email, social media, and SMS.
  • Customizable automated messages for better customer engagement.

• Cons:

  • Pricing can be expensive for small and medium businesses as ticket volume rises.
  • Fewer integrations with ecommerce and social media platforms.
  • No built-in CRM or native knowledge base.
  • Collaboration and mobile app features are less robust.

Gorgias receives high marks in reviews for its ecommerce focus and automation. Many users see strong value for money when handling high volumes of customer queries. If you run an online store, Gorgias can help you deliver fast, effective service.

Sobot Advantages

Sobot gives you a unique set of advantages for online business support. You can use Sobot’s Five-AI system, which covers chat, voice, email, and social media. Sobot supports omnichannel integration, so you manage all service channels in one place. The AI Agents use advanced language models to resolve customer issues in multiple languages, which boosts your service quality and value for money. Sobot’s AI Copilot helps your agents by suggesting replies and drafting summaries, making your team more efficient. You also get AI Insight for analytics and operational optimization. Sobot’s scenario-based AI supports the full customer journey, from pre-sales to post-sales. The platform keeps your data safe with global data centers and strong privacy standards.

• Sobot covers more channels than Zendesk or Gorgias, including voice calls and multiple social media platforms.
• The AI-powered ticketing system automates service tasks, reducing manual work and improving response times.
• Sobot’s multilingual support lets you serve customers worldwide.
• You get real-time analytics and smart notifications to track service performance.
• Sobot’s platform is easy to scale as your business grows, giving you strong value for money.

Sobot stands out in reviews for its advanced AI features, broad channel coverage, and strong service automation. You can improve customer satisfaction and reduce costs by using Sobot’s all-in-one solution.

Best Platform for Business

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You have many options for customer support, but each platform fits different needs. The table below shows which businesses benefit most:

E-commerce brands like SuitShop and Glamnetic saw higher customer satisfaction with Gorgias. Sobot helps you manage every customer interaction in one place, making support simple and boosting service quality. Try a demo to see which customer support platform fits your business best.

FAQ

What is the main difference between zendesk vs gorgias?

You will notice zendesk vs gorgias have different focuses. Zendesk supports many industries and offers advanced features. Gorgias works best for ecommerce stores. Sobot provides a unified platform with AI automation and omnichannel support, making it ideal for global businesses.

How does Sobot improve customer satisfaction?

Sobot uses AI-powered automation to answer common questions quickly. You can manage tickets from email, chat, and voice in one workspace. Opay increased its customer satisfaction from 60% to 90% after switching to Sobot. Learn more about this case study.

Can I integrate Sobot with my ecommerce store?

Yes, you can connect Sobot with platforms like Shopify. This lets you track orders and manage customer questions in one place. Sobot’s integration helps you deliver fast, accurate support and improve your customer experience.

Why should I choose an omnichannel solution for support?

Omnichannel solutions let you manage all customer conversations in one platform. You can reduce response times and avoid missing messages. Sobot’s omnichannel support covers email, chat, voice, and social media, helping you serve customers wherever they reach out.

How do zendesk vs gorgias compare in pricing?

Zendesk uses agent-based pricing, which can get expensive as your team grows. Gorgias charges by ticket volume, which fits ecommerce needs. Sobot offers scalable pricing and strong value for money, especially for businesses needing AI automation and global support.

Tip: Always review each platform’s pricing page for the latest details. You can find Sobot’s pricing and features on the official website.

See Also

Best 10 Live Chat Platforms Compared To Shopify

Leading 10 Customer Support Software Solutions For 2024

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Top 10 Reliable Chat Software Options For 2024 Companies

Comprehensive Guide To Comparing Live Chat Support Costs