Gorgias vs Freshdesk: Top Differences and Similarities
Posted: Wed Dec 04, 2024 10:42 am
It’s a tough comparison between Gorgias and Freshdesk. They offer great features that are built for ecommerce businesses. But some notable differences will help you choose one over the other.
Finding the right ecommerce customer service tool that fits your needs will help you:
support more customers
speed up responses
save the time your support team spends on managing queries and tracking orders
And offer the best customer experience greece mobile phone number list that you possibly can.
So let’s get started with finding the customer support tool for your business.
Table of Contents
Gorgias vs Freshdesk - A Quick Comparison
Overview - Gorgias and Freshdesk
Top Differences Between Gorgias and Freshdesk
Top Similarities Between Gorgias and Freshdesk
Customers reviews for Gorgias and Freshdesk
FAQs
Considering options?
Gorgias vs Freshdesk - A Quick Comparison
If you’re looking for a tool that has features from the best support tools on the market, try DelightChat for free for the next 30 days.
Overview - Gorgias and Freshdesk
Let’s begin by understanding the differences between Gorgias and Freshdesk. Here’s a quick context for both the tools before we start with our comparison.
Gorgias is a Shopify help desk (help center or customer support tool) for eCommerce stores that allows your customer service team to manage all customer service in one place - be it emails, live chat, phone conversations, or social media.
Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver great customer support. It converts requests coming in via email, web, phone, chat, and social into tickets, and merges ticket resolution across channels. Freshdesk also lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support.
Looking for a Gorgias alternative that’s affordable & easy-to-use?
Switch to DelightChat, an omnichannel helpdesk that ensures you never miss a customer query while saving 10+ hours every week through smart automation.
Learn more
Top Differences Between Gorgias and Freshdesk
Gorgias and Freshdesk are both customer support tools designed for ecommerce businesses. Let’s check some of the major differences between these two tools.
1. Ecommerce Viability
If you run an ecommerce store, choosing a random customer support tool is counterintuitive. You need a tool that is designed with the needs of ecommerce businesses in mind.
Gorgias is built for ecommerce and integrates deeply with Shopify. This means that you can edit, cancel, return any order without having to leave the Gorgias dashboard. That’s not all – Gorgias comes with a host of integrations with other commonly-used ecommerce apps. This makes it all the more powerful.
Freshdesk, although a leading customer service software, isn’t specifically designed for ecommerce businesses. It integrates with Shopify through third-party integration. While it allows you to edit, cancel or refund orders, the data from Shopify cannot be directly used in your customer responses as Gorgias does. So it brings on additional steps for your agents and wastes time.
With DelightChat, you not only have deep integration with Shopify that lets you work with orders on the same screen, but your canned response templates can also automatically fill in order details as required by pulling customer information from Shopify.
Ecommerce viability: Gorgias
| Freshdesk 
2. Combining customer queries from multiple channels
You receive customer messages from different support channels. And sometimes the same customer sends you the same message from different support channels.
Freshdesk creates individual tickets for each customer query irrespective of the number of times they message. This is cumbersome when your support agents have to figure out if the query has already been answered on a different channel to avoid responding twice.
Also, customers may have to repeat themselves and for them, it will seem like there is no communication between your team members.
Gorgias on the other hand works well with handling customer history. They combine the chat messages of a customer from all support channels into a single one.
So if an agent takes over a customer conversation, they can view the entire history across all channels instead of running around trying to find missing pieces of a thread.
Combined customer query history: Gorgias | Freshdesk
3. Automated follow-ups
While your team is drowning in new customer messages, keeping a tab on follow-ups is extremely difficult. But it isn’t optional either. If your team sent a message, following up after a set period of no-response is necessary. This increases customer’s trust and confidence in your brand.
Freshdesk has a great rule-based automation solution named Supervisor that allows you to create automatic follow-up emails. You can add the number of hours before a follow-up email has been sent, the status of the ticket, and narrow it down further to nail the automation here.
With Gorgias, you get great automation capabilities while the conversation is ongoing. But automating follow-up messages or emails is a missing feature.
Automated follow-up: Gorgias| Freshdesk
4. Artificial intelligence assistance
AI-assisted workflows reduce the amount of manual work for employees. If your team handles a lot of customer queries through social media like Twitter, AI assistance can be a very handy option.
Freshdesk uses AI to automatically analyze and prioritize tweets so important brand mentions can be attended to quickly. This allows your agents to focus on responding to queries rather than sifting through the hordes of Twitter mentions for your brand.
Gorgias does not have such capabilities as of now. However, you can work on rule-based automation to identify the intent of a query using specific words, and then organize the messages with tags.
AI-assistance: Gorgias | Freshdesk
5. Auto responses
The first response needs to be timely and preferably, instant. But that’s not always possible. Your agents can be overloaded with queries during buying season and the response to customers will be delayed.
To reduce the impact of the delay, it’s a good idea to implement auto-responses for your customers.
With Gorgias, you can identify the intent of the query and respond with the most appropriate response. The rules can be set to check whether a customer query is related to any of the common questions about the refund policy, order tracking, shipment info, pricing, and discounts, etc.
And based on the intent of the query, a personalized response can be sent to the customer.
Freshdesk offers rule-based responses, however, the level of customization is nowhere near to Gorgias. So you may be able to create query responses based on the time of the day or the support channel that it comes from, customizing the response with individual variables is not possible yet.
At DelightChat, we added a powerful feature called Fast Replies. Instead of manually typing out the responses every time, you can create response templates with personalization variables. Whenever a customer makes a request that can be answered with a Fast Reply, simply select the template and the customer details will be filled automatically wherever you have placed the variables.
And since DelightChat deeply integrates with Shopify, all order information can be made available without going outside of the app.
Auto response: Gorgias | Freshdesk
6. Gamified Help Desk Dashboard
Support is monotonous. If it isn’t at the beginning, it sure becomes so after a few weeks of taking it up. A concept that many SaaS companies are incorporating in their tools is Gamification.
Games are designed to keep players hooked and give a reason to keep coming back by offering rewards for tiny achievements.
Freshdesk considered this idea and designed their help desk tool to have gamification for support agents. The administrators can create interesting levels which automatically awards points to agents on completion.
Simple steps like “Publish an FAQ” or “Close your first ticket” offer rewards that agents can view on their dashboard. As they get used to this,
Finding the right ecommerce customer service tool that fits your needs will help you:
support more customers
speed up responses
save the time your support team spends on managing queries and tracking orders
And offer the best customer experience greece mobile phone number list that you possibly can.
So let’s get started with finding the customer support tool for your business.
Table of Contents
Gorgias vs Freshdesk - A Quick Comparison
Overview - Gorgias and Freshdesk
Top Differences Between Gorgias and Freshdesk
Top Similarities Between Gorgias and Freshdesk
Customers reviews for Gorgias and Freshdesk
FAQs
Considering options?
Gorgias vs Freshdesk - A Quick Comparison
If you’re looking for a tool that has features from the best support tools on the market, try DelightChat for free for the next 30 days.
Overview - Gorgias and Freshdesk
Let’s begin by understanding the differences between Gorgias and Freshdesk. Here’s a quick context for both the tools before we start with our comparison.
Gorgias is a Shopify help desk (help center or customer support tool) for eCommerce stores that allows your customer service team to manage all customer service in one place - be it emails, live chat, phone conversations, or social media.
Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver great customer support. It converts requests coming in via email, web, phone, chat, and social into tickets, and merges ticket resolution across channels. Freshdesk also lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support.
Looking for a Gorgias alternative that’s affordable & easy-to-use?
Switch to DelightChat, an omnichannel helpdesk that ensures you never miss a customer query while saving 10+ hours every week through smart automation.
Learn moreTop Differences Between Gorgias and Freshdesk
Gorgias and Freshdesk are both customer support tools designed for ecommerce businesses. Let’s check some of the major differences between these two tools.
1. Ecommerce Viability
If you run an ecommerce store, choosing a random customer support tool is counterintuitive. You need a tool that is designed with the needs of ecommerce businesses in mind.
Gorgias is built for ecommerce and integrates deeply with Shopify. This means that you can edit, cancel, return any order without having to leave the Gorgias dashboard. That’s not all – Gorgias comes with a host of integrations with other commonly-used ecommerce apps. This makes it all the more powerful.
Freshdesk, although a leading customer service software, isn’t specifically designed for ecommerce businesses. It integrates with Shopify through third-party integration. While it allows you to edit, cancel or refund orders, the data from Shopify cannot be directly used in your customer responses as Gorgias does. So it brings on additional steps for your agents and wastes time.
With DelightChat, you not only have deep integration with Shopify that lets you work with orders on the same screen, but your canned response templates can also automatically fill in order details as required by pulling customer information from Shopify.
Ecommerce viability: Gorgias
| Freshdesk 
2. Combining customer queries from multiple channels
You receive customer messages from different support channels. And sometimes the same customer sends you the same message from different support channels.
Freshdesk creates individual tickets for each customer query irrespective of the number of times they message. This is cumbersome when your support agents have to figure out if the query has already been answered on a different channel to avoid responding twice.
Also, customers may have to repeat themselves and for them, it will seem like there is no communication between your team members.
Gorgias on the other hand works well with handling customer history. They combine the chat messages of a customer from all support channels into a single one.
So if an agent takes over a customer conversation, they can view the entire history across all channels instead of running around trying to find missing pieces of a thread.
Combined customer query history: Gorgias
| Freshdesk 3. Automated follow-ups
While your team is drowning in new customer messages, keeping a tab on follow-ups is extremely difficult. But it isn’t optional either. If your team sent a message, following up after a set period of no-response is necessary. This increases customer’s trust and confidence in your brand.
Freshdesk has a great rule-based automation solution named Supervisor that allows you to create automatic follow-up emails. You can add the number of hours before a follow-up email has been sent, the status of the ticket, and narrow it down further to nail the automation here.
With Gorgias, you get great automation capabilities while the conversation is ongoing. But automating follow-up messages or emails is a missing feature.
Automated follow-up: Gorgias
| Freshdesk 4. Artificial intelligence assistance
AI-assisted workflows reduce the amount of manual work for employees. If your team handles a lot of customer queries through social media like Twitter, AI assistance can be a very handy option.
Freshdesk uses AI to automatically analyze and prioritize tweets so important brand mentions can be attended to quickly. This allows your agents to focus on responding to queries rather than sifting through the hordes of Twitter mentions for your brand.
Gorgias does not have such capabilities as of now. However, you can work on rule-based automation to identify the intent of a query using specific words, and then organize the messages with tags.
AI-assistance: Gorgias
| Freshdesk 5. Auto responses
The first response needs to be timely and preferably, instant. But that’s not always possible. Your agents can be overloaded with queries during buying season and the response to customers will be delayed.
To reduce the impact of the delay, it’s a good idea to implement auto-responses for your customers.
With Gorgias, you can identify the intent of the query and respond with the most appropriate response. The rules can be set to check whether a customer query is related to any of the common questions about the refund policy, order tracking, shipment info, pricing, and discounts, etc.
And based on the intent of the query, a personalized response can be sent to the customer.
Freshdesk offers rule-based responses, however, the level of customization is nowhere near to Gorgias. So you may be able to create query responses based on the time of the day or the support channel that it comes from, customizing the response with individual variables is not possible yet.
At DelightChat, we added a powerful feature called Fast Replies. Instead of manually typing out the responses every time, you can create response templates with personalization variables. Whenever a customer makes a request that can be answered with a Fast Reply, simply select the template and the customer details will be filled automatically wherever you have placed the variables.
And since DelightChat deeply integrates with Shopify, all order information can be made available without going outside of the app.
Auto response: Gorgias
| Freshdesk 6. Gamified Help Desk Dashboard
Support is monotonous. If it isn’t at the beginning, it sure becomes so after a few weeks of taking it up. A concept that many SaaS companies are incorporating in their tools is Gamification.
Games are designed to keep players hooked and give a reason to keep coming back by offering rewards for tiny achievements.
Freshdesk considered this idea and designed their help desk tool to have gamification for support agents. The administrators can create interesting levels which automatically awards points to agents on completion.
Simple steps like “Publish an FAQ” or “Close your first ticket” offer rewards that agents can view on their dashboard. As they get used to this,