Last Updated: April 2024
Looking for the best customer service solution for your company and having trouble deciding between Gorgias and Intercom?
This guide can help you make a more informed decision.
In this guide, let us compare two of the most popular customer service solutions available in the market and see which one is better for your business: Gorgias or Intercom.
We’ll compare them overall while also focusing on their specific features to determine which one is a better fit for your company.
- What is Gorgias?
- What is Intercom?
- Gorgias vs Intercom: A Quick Comparison
- Gorgias vs Intercom: Livechat Features
- Gorgias vs Intercom: Customer Support Features
- Gorgias vs Intercom: Marketing Features
- Gorgias vs Intercom: Sales Features
- Gorgias vs Intercom: Pricing
- Gorgias vs Intercom: Is There a Clear Winner?
What is Gorgias?
Gorgias is the tool for you if you need to consolidate all of your customers’ queries from various channels into a single, easy-to-access location.
Not only does the platform centralize all communication channels, but it also automatically organizes each customer’s entire story, including purchase history, subscription information, and delivery details. As you can see, it is a customer support platform that is geared toward e-commerce businesses.
We’ve also discovered that setting up Gorgias is a simple and quick process. What’s more, your agents will not have to switch between tools with all of the Gorgias integrations available.
Gorgiass’ paid plans begin at $50 per month. They also provide a 7-day free trial period.
What is Intercom?
Intercom is a popular helpdesk system, with customers including Amazon, Shopify, IBM, and others. The platform helps you to engage your customers from the discovery stages all the way through to post-purchase product support.
One key feature we liked is that Intercom is easy to navigate, resulting in a very user-friendly experience for both the support team and the customers.
The email marketing feature is also quite advanced, allowing you to create automated sequences and A/B test them in action. Other notable features include a team inbox system that allows agents to track incoming requests and messages, chatbot automation, integration with various third-party tools, and so on.
Intercom’s paid plans begin at $74 per month. They also provide a 14-day free trial period.
Gorgias vs Intercom: A Quick Comparison
Here’s a quick rundown of the platforms:
Gorgias | Intercom | |
|---|---|---|
| Pricing Starts At | $50 per month | $74 per user, per month |
| Features | Email, Chat, SMS, Social, WhatsApp, Self-service | Email, Chat, SMS, Social, WhatsApp, Self-service |
| Standard and Custom Reporting | Standard and Custom Reporting | |
| Real-time Dashboards/Workflow Routing | Real-time Dashboards/Workflow Routing | |
| Conversational Chatbots | Conversational Chatbots | |
| Service Level Agreement Rules | Service Level Agreement Rules | |
| Self-service Portal | Self-service Portal | |
| Dedicated Success Manager | A/B Testing & Control Groups | |
| Order Management | Transactional Messaging | |
| Unlimited users | Smart Lead Qualification | |
| Sentiment Detection | ||
| Free trial | 7-day free trial | 14-day free trial |
| Rating | 4.6/5 | 4.4/5 |
Gorgias vs Intercom: Livechat Features
Live chat allows your agents to carry out real-time and asynchronous conversations with prospects and customers across various channels.
| Features | Gorgias | Intercom |
| Unlimited Users | ✅ | ❌ |
| Macros (Response Templates) | ✅ | ✅ |
| Social Media Channels | ✅ | ✅ |
| Web Widget | ✅ | ✅ |
| Live chat Customization | ✅ | ✅ |
| Chat notifications | ✅ | ✅ |
| Chatbots | ✅ | ✅ |
| Conversation Tags | ✅ | ✅ |
| Chat Contact Form | ✅ | ✅ |
| Quick Response Flows | ✅ | ❌ |
| Proactive Messages | ✅ | ✅ |
| Transactional Messaging | ❌ | ✅ |
| Automatic Translation/ Language Detection | ✅ | ✅ |
| Conversation Rating | ✅ | ✅ |
Macros (Response Templates)
Create pre-made responses that are customized with your brand’s distinct tone and identity. Then, use custom variables to pull order information directly from your eCommerce store to personalize them. You can even organize your response templates into categories based on common themes.
Social Media Channels
Connect your social media account pages with the helpdesk to send and receive messages with your contacts directly. You can use this feature to import social media direct messages, tweets, post comments, account mentions, etc.
Web Widget
This is an application that you embed in a web page that gives customers access to your help center and the agents in your support channels.
Live chat Customization
Allows you to customize the chat widget’s design, appearance, and default messaging options to provide a consistent chat experience for your customers across platforms while also matching the look and tone of your brand.
Chat notifications
Notifications provide a way for your agents to get alerted when a message comes in. You can also customize notifications by specific channel, ensuring that your agents never miss a message from an important channel
Chatbots
The helpdesks allow you to deploy custom chatbots. With conversational assistants, you can collect relevant customer information, increase agent productivity, and streamline the support experience. The best part is that they require no programming, training, or additional development work on your part.
Conversation Tags
Tags are labels that you apply to customer sessions to help you categorize and sort them so you can better understand your traffic and support needs.
Chat Contact Form
Customers can use this feature to send an offline message via the chat widget. The offline message is then saved in your chat history, with a copy sent to the agent.
Quick Response Flows
Create quick reply buttons that customers can use to start a conversation. After you’ve set up your quick replies, you’ll need to create rules that will send a response to your customer.
Proactive Messages
Allows you to send messages/prompts/notifications to online customers proactively. You can also assign custom chatbots to each function.
Transactional Messaging
Send messages when specific events occur, such as a customer’s renewal date approaching, shipping and delivery confirmations, and so on.
Automatic Translation/ Language Detection
Live chat conversations are automatically translated within the dashboard. The Web Widget embedded in a website also displays text in the end user’s language, based on the language of their browser.
Conversation Rating
This allows customers/visitors to rate and provide feedback about their chat experience.
Gorgias vs Intercom: Customer Support Features
| Features | Gorgias | Intercom |
| Multi-Channel Communication | ✅ | ✅ |
| Ticketing System | ✅ | ✅ |
| Workflow Management | ✅ | ✅ |
| Customer Search | ✅ | ✅ |
| Ticketing management | ✅(Views) | ✅ |
| Customer Satisfaction Surveys | ✅ | ✅ |
| Self-service Portal | ✅ | ✅ |
| Order Management | ✅ | ✅ |
| Role-based Permissions | ✅ | ✅ |
| Transfers Between Agents and Departments | ✅ | ✅ |
| Customer Intents | ✅ | ❌ |
| Sentiment Detection | ✅ | ❌ |
| FAQ Pages | ✅ | ✅ |
| 3rd Pary Integration Options | ✅ | ✅ |
Multi-Channel Communication
Combine customer interactions from multiple sources using a centralized platform, without losing time switching between tools. Your agents can reply to emails, answer customer calls, and chat with customers right within the helpdesk.
Ticketing System
An integrated system to engage customers through different channels and quickly convert them into tickets.
Workflow Management
Whether you have agents assigned to specific channels or not, workflow tools can be used to automatically assign tickets to the appropriate person or team. This allows your agents to quickly switch between channels and focus on resolutions.
Customer Search
Your team can look up customers by name, email, or phone number. In addition to the order ID, tracking number, and shipping address.
Ticketing Management
Sort tickets by topic, channel, and the assigned agent with the most knowledge of the subject matter. This ensures that your customers have access to the best resources you have.
Customer Satisfaction Surveys
Send out Customer Satisfaction Surveys to track how well your team is supporting customers over time. You can also see how many surveys were sent, the response rate, average scores, and other information.
Self-service Portal
Set up a self-service portal where your customers can check their order status, tracking number, and shipping information, as well as create templated tickets to report order issues.
Role-based Permissions
Custom roles are permission sets that can be assigned to agents in your workspace. This allows administrators to easily update permissions for a large group of people at once.
Transfers Between Agents and Departments
You can transfer a session to a group, another agent, or an external number. When you transfer the session directly to an agent, you can consult with the other agent before handing off the chat.
Customer Intents
Automatically detect and route bot conversations based on customer input. With this feature, you can now create automated workflows to handle specific customer intents.
Sentiment Detection
Use this feature to detect how your customers are feeling automatically. You can set up rules based on emotions to automatically allocate your resources to provide the extra attention that is required without the extra work.
FAQ Pages
You can use this feature to create FAQs that can be distributed in a variety of formats. Another option is to create a separate website to which your customers/agents can be directed.
Integration Options
This enables you to integrate the helpdesk into your website as well as a wide range of third-party pages and apps.
Gorgias vs Intercom: Marketing Features
| Features | Gorgias | Intercom |
| Omnichannel marketing | ✅ | ✅ |
| Campaigns | ✅ | ✅ |
| Banner messages | ❌ | ✅ |
| Mobile Carousels | ❌ | ✅ |
| Order Management | ✅ | ❌ |
| Product Tours | ❌ | ✅ |
| Campaign Builder | ❌ | ✅(Series) |
| In-Chat Video Calls | ✅(Integration) | ✅ |
- Omnichannel Marketing
From a single platform, you can manage and respond to messages from all communication channels, including email, chat, social and online ad comments, and the web widget.
- Campaigns
This feature allows you to be proactive in contacting customers by initiating live chat conversations with site visitors, providing product advice based on their cart content, and guiding them through the checkout process.
- Banner messages
You get to place a message at the top or bottom of your website, on desktop or mobile, for announcements, promotions, proactive support, and more.
- Mobile Carousels
Lets you connect with your mobile app users at every touchpoint—show them around, provide support, and highlight new features.
- Order Management
Provides your agents with the tools they need to easily recommend products from your eCommerce store and manage orders without ever leaving the helpdesk.
- Product Tours
You get to show customers around your product, highlight new features, and support them when they need help. You can also create interactive guides to help new customers get started.
- Engagement Campaign Builder
Create customer engagement campaigns to target your audience based on previous interactions across multiple platforms. You can even gather insights into how customers are engaging with your campaigns.
- In-Chat Video Calls
While chatting with potential customers, your agents can also initiate an instant video call. This enables live guidance, informational sessions, personalized shopping experiences, etc.
Gorgias vs Intercom: Sales Features
| Features | Gorgias | Intercom |
| Revenue Statistics | ✅ | ❌ |
| Advanced Routing | ✅ | ✅ |
| Smart Lead Qualification | ❌ | ✅ |
| Automatic Meeting Booking | ❌ | ✅ |
| Performance Reporting | ✅ | ✅ |
| Account-based Assignments | ❌ | ✅ |
| Conversational assistants | ✅ | ✅ |
- Revenue Statistics
Calculate how much revenue your support team makes by guiding customers through the purchasing process. This allows you to easily track customer conversion and the revenue generated by pre-sale tickets.
- Advanced Routing
Reduce response times by automatically escalating urgent requests and routing conversations to specific teams.
- Smart Lead Qualification
This allows you to determine which leads are strong enough to automatically convert potential customers into purchasing customers. You can configure a task bot to ask your leads qualifying questions and then take the desired follow-up action, such as assigning your lead to a team.
- Automatic Meeting Booking
Reduce your team’s workload by using chatbots to qualify leads and schedule meetings.
- Performance Reporting
With reporting, you can monitor the performance of your sales team as well as the impact of the helpdesk on your revenue. You also get to instantly filter by date range to see how much revenue your team has in the pipeline, the value of the deals they’ve closed, the time it takes to close a deal and other information.
- Account-based Assignments
Helps you to set tasks for agents based on the customers’ account type.
- Conversational assistants
This feature can help you collect information from customers before they connect with your sales team, allowing them to respond faster and close conversations more quickly.
Gorgias vs Intercom: Pricing
Gorgias Pricing Structure
The platform currently offers four different pricing plans: Basic, Pro, Advanced, and Enterprise.
- The Basic plan is Gorgias’s entry-level pricing plan. The Basic plan costs $50 per month.
- The Pro plan costs $300 per month. This plan includes all of the Basic plan features.
- The Advanced plan costs $750 per month. This plan includes all of the Basic and Pro plan features.
- The Enterprise plan is completely custom and depends on the ticket size you desire.
These pricing plans differ primarily in terms of the number of tickets and features included. Their plans all include essential features such as live chat, social media, SMS and voice channels, ticketing, etc. If you need less than 300 tickets per month, the basic plan might be adequate for handling most of your customer support needs.
Want to know more about the detailed pricing breakdown of Gorgias? Then, go through our post on Gorgias Pricing: Which Plan Is Best for You?
Intercom Pricing Structure
The platform comes with three main pricing plans which are categorized as Support, Engage, and Convert plans. These plans are completely personalized and are based on the number of seats you choose and the number of people who contact you.
A glance at Intercom’s pricing page can tell you that their pricing plans can be pretty confusing. Their Starter Plan for small businesses, which starts at $74 per month, is the only straightforward plan available. For the remaining plans, the pricing is completely custom.
There are, however, opportunities to test any of their pricing plans. As a result, we recommend identifying the plan with the features you require and requesting a demo to determine how much it will cost you.
Want to know more about the detailed pricing breakdown of Intercom? Then, go through our post on Intercom Pricing – Which Plan Is Best For You? [Complete Breakdown]
Gorgias vs Intercom: Is There a Clear Winner?
As you can see, there is no obvious answer to this question.
Both these platforms hold up on their own, and the decision between the two is entirely dependent on your company’s needs.
To summarise this comparison, here are a few points:
- Intercom is a popular solution to opt for. It’s great for cross-functional teams to have visibility into customer interactions. If you are looking for a scalable solution and budget is not an issue, Intercom is the way to go.
- Gorgias, on the other hand, provides unlimited users across all of their pricing plans, allowing your entire team to use their tool at no additional cost. You can also purchase additional tickets per plan on the platform. Even with such robust features, this platform may not be within your budget or meet your support needs.
Both platforms are well-designed helpdesk systems that offer a wide range of additional integrations and features to help your team better navigate its communication strategy.
Bottom Line:
So, Gorgias and Intercom. With the above factors compared, which tool do you think is the right one for your company?
We hope this guide cleared up some questions and made it easier to choose a platform.
If you want to make it easier for customers to contact your service team while also empowering your support reps to provide the best service possible, Saufter.io could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, and easy to set up, and most agents can get started on Saufter.io with little to no training.
So, what are you waiting for?
