Last Updated: April 2024
Do you know that 86% of the customer service teams say that having a helpdesk system improves their productivity 86% of the customer service teams say that having a helpdesk system improves their productivity level? That’s the sole reason why you should have a helpdesk system in your business.
Choosing between Gorgias and Helpscout has been confusing for many entrepreneurs as they both are feature-loaded and provide similar services. If you are also one of the entrepreneurs confused between the two, then don’t worry, we are here for you.
In this post, we have curated a comparison between the two apps to help you decide the best.
Let’s dive in and look at the post’s content.
Agent Productivity (Final Winner: Gorgias) 5/5⭐ Rating
Ticket Auto-Assigning
This feature allows you to assign tickets to your agents equally and ensure they all have equal workloads.
- Both Gorgias and Helpscout can assign tickets to your agents automatically.
Winner: Both
Snooze Tickets
Your agents can snooze the customer tickets for a while and solve them later. This allows them to focus on more important issues or prioritize VIP customers.
- Gorgias allows you to snooze incoming tickets whereas Helpscout has yet to have such a feature available at the moment.
Winner: Gorgias
Order/Return Management
You can manage your orders through the dashboard. This feature allows you to provide quick resolution as your agents don’t have to log in to the e-commerce store.
- Gorgias has a single dashboard through which your agents can manage product order and return. It even allows you to update it.
- Helpscout, on the other hand, does not have any such feature.
Winner: Gorgias
Ticket Logging
Through this feature, you will get an overview report of all the tickets generated and your agent’s response to them.
- Gorgias provides ticket logging information like who closed the ticket, ticket response time, ticket pending, same-day resolution percentage, and many more,
- Helpscout does ot have any ticket logging feature.
Winner: Gorgias
Ticket Merging
Whenever a customer generates two different tickets for a similar query, this feature allows you to merge both tickets and reduce the ticket count.
- Both Gorgias and Helpscout allow you to merge two tickets.
Winner: Both
Ticket Update Notification
Whenever there is an update in a ticket your agents will get notified about it which will help them know the current scenario of the ticket.
- Gorgias provides a ticket update notification known as Watch Ticket which allows your agents to be up-to-date.
- Helpscout does not have any ticket update notification available.
Winner: Gorgias
Analytics (Final Winner: Gorgias) 5/5⭐ Rating
Ticket Resolution Report
This metric allows you to know how productive your employees have been while dealing with a ticket.
- Both Gorgias and Helpscout provide you with the resolution time of tickets with which you can check how productive your employees have been.
Winner: Both
Revenue From Tickets
This metric tracks the revenue generated or lost from a particular ticket.
- Gorgias allows you to track revenue generated from tickets whereas Helpscout does not provide this metric.
Winner: Gorgias
Tickets Resolved and Closed
You will get an overview of all the tickets that have been closed on a particular day, hour, minute, etc.
- Both Gorgias and Helpscout provide such reports and allow you to check the productivity of your employees.
Winner: Both
Knowledge Base Report
Through this report, you will get to know how effective your knowledge base has been.
- Gorgias provides you with a knowledge base report whereas Helpscout does not have any such feature.
Winner: Gorgias
Agent Online Time
Agent online time report will let you know how many hours your agents served. This allows you to keep a check on them and ensure that there is no malpractice.
- Gorgias provides you with an agent online time report whereas Helpscout does not.
Winner: Gorgias
Customer Support (Final Winner: Gorgias) 5/5⭐ Rating
Multi-store Integration
Multi-store integration allows you to connect live chat on multiple Shopify stores. You don’t have to purchase a separate live chat plan to do so.
- Both Gorgias and Helpscout provide multi-store live chat integration.
Winner: Both
Return Order Service Through Livechat
Through this feature, your customers can directly raise a return request on live chat and the bot or the agent can further solve the issue.
- Gorgias allows your customers to raise a product return request on live chat, whereas Helpscout does not have such a feature.
Winner: Gorgias
Customer Support on Facebook and Instagram DM
Your agents can reply to your customer queries from the backend on Instagram and Facebook DMs’.
- Gorgias allows you to message your customers on Instagram and Facebook.
- Helpscout does not have any such feature.
Winner: Gorgias
Multi-Language Support
Multilingual support allows you to provide personalized service to your customers in their preferred language.
- Gorgias provides support in 54 different languages whereas Helpsouct does not provide any multi-language support. Although you can integrate Helpscout with different third-party apps to provide multi-language support.
Winner: Gorgias
Automation (Final Winner: Gorgias) 4/5⭐ Rating
Customer Intent and Sentiment Detection
The automation can understand the customer intent and why they are interacting with your store.
- Gorgias has customer intent and sentiment detection automation, whereas Helpscout does not have any such automation.
Winner: Gorgias
Macro Automation
Marco automation allows you to automate your day-to-day activities and saves time.
- Gorgias has macro automation.
- Helpscout does not have macro automation
Winner: Gorgias
Consclusion
Now, in the end, we can clearly say that Gorgias has emerged as the winner. It has excelled in all four departments that are automation, customer support, analytics, and agent productivity. Gorgias has recently launched SMS integration which allows you to provide help on the platform.
However, if you are looking for software that provides a complete e-commerce solution, then you should try Helplama Helpdesk. Its AI chatbot can automate your customer support and even provide return and order management on your store.
So, what are you waiting for?
