Last Updated: April 2024
Gorgias vs Re:amaze are without a doubt two of the most popular customer support solutions on the market. However, we understand how difficult it can be to thoroughly examine each platform, compare them, and select the best one for your business.
Don’t worry, we’ve got you covered.
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 Re:amaze.
We’ll compare them overall while also focusing on their specific features to determine which one is a better fit for your team:
- What is Gorgias?
- What is Re:amaze?
- Gorgias vs Re:amaze: A Quick Comparison
- Gorgias vs Re:amaze: Live Chat Features
- Gorgias vs Re:amaze: Customer Support Features
- Gorgias vs Re:amaze: Marketing Features
- Gorgias vs Re:amaze: Sales Features
- Gorgias vs Re:amaze: Pricing
- Gorgias vs Re:amaze: Is There a Clear Winner?
First and foremost, let us get to know the platforms better:
What is Gorgias?
Gorgias is a helpdesk/live chat platform that enables you to provide consistent customer service across multiple channels.
Firstly, we found the user interface to be simple and straightforward, allowing your team to get up and running quickly. It also works with a variety of third-party apps.
Secondly, the platform has a wide range of helpdesk features that make it an excellent choice for small and medium-sized businesses.
Furthermore, they also provide comprehensive tutorials and a user-friendly help center for setting up.
The Gorgias help desk pricing plans begin at $50 per user/month. They also offer a 7-day free trial to test out all of the features.
What is Re:amaze?
Re:amaze is an omnichannel customer support software designed for eCommerce businesses, making it simple to stay active on all support channels and respond as quickly as possible.
The platform combines a self-service help center, live chat, social media integrations, and automation to help your support team provide consistent service.
We particularly liked the AI-powered Intents, which accurately classify support messages and predict customer sentiments.
Re:amaze’s paid plans begin at $74 per month. They also provide a 14-day free trial period.
Gorgias vs Re:amaze: A Quick Comparison
Here’s a quick rundown of the platforms:
Gorgias | Re:amaze | |
|---|---|---|
| Pricing Starts At | $50 per month/300 tickets | $29 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 | |
| Service Level Agreement Rules | Service Level Agreement Rules | |
| Collision Detection | Collision Detection | |
| Third-party Integrations | Third-party Integrations | |
| Sentiment Detection | Custom Chatbots | |
| Unlimited Users | Unlimited Email Inboxes | |
| Real-time Customer Monitoring | ||
| Free trial | 7-day free trial | 14-day free trial |
| Rating | 4.6/5 | 4.6/5 |
Gorgias vs Re:amaze: Livechat Features
| Features | Gorgias | Re:amaze |
| Live Chat | ✅ | ✅ |
| Response Templates | ✅ | ✅ |
| Social Media Channels | ✅ | ✅ |
| Chat notifications | ✅ | ✅ |
| Automatic Translation | ✅ | ✅ |
| Conversation Rating | ✅ | ✅ |
| Email Capture | ✅ | ❌ |
| Custom Chatbots | ❌ | ✅ |
| Chat Contact Form | ✅ | ✅ |
| Status Page | ❌ | ✅ |
| Widget Customization | ✅ | ✅ |
- Live Chat
Allows your agents to carry out real-time and asynchronous conversations with prospects and customers across various channels. All chats are stored and can be accessed later on.
- Response Templates
Create as many response templates/canned responses as your team requires. You can even categorize your response templates based on common themes.
- Social Media Channels
The social media integration features enable you to communicate with customers no matter where they are. You can use this feature to import social media direct messages, tweets, post comments, account mentions, etc.
- Chat notifications
When a message is sent by your customer, your team will be notified via the dashboard, email, and even the mobile app.
- Automatic Translation
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.
- Email Capture
This feature prevents customers from sending messages in your Livechat if they haven’t entered their email address. This can help a lot in reducing the number of unnecessary tickets.
- Custom Chatbots
This feature allows you to deploy custom chatbots for different workflows. The best part is that they require no programming, training, or additional development work on your part.
- Chat Contact Form (Offline)
Customers can use this feature to send an offline message via the chat widget.
- Status Page
Before customers submit their messages, automatically add a public status announcement in chat. Customers can be informed of any outages, delays, or scheduled maintenance of your business systems.
- Widget Customization
Allows you to customize the chat widget’s design, appearance, and default messaging options to match the look and tone of your brand.
Gorgias vs Re:amaze: Customer Support Features
| Features | Gorgias | Re:amaze |
| Omni-Channel Communication | ✅ | ✅ |
| Ticketing System | ✅ | ✅ |
| Workflow Management | ✅ | ✅ |
| Custom IVR menu | ✅ | ❌ |
| Customizable Staff Roles | ✅ | ✅ |
| Active/Inactive users | ❌ | ✅ |
| Customer Intents | ✅ | ✅ |
| Sentiment Detection | ✅ | ❌ |
| Customizable Email Appearance | ❌ | ✅ |
| Public/Internal FAQ | ❌ | ✅ |
| Third-Party Integration Options | ✅ | ✅ |
| Customer Satisfaction Surveys | ✅ | ✅ |
| Reporting | ✅ | ✅ |
- Omni-Channel Communication
Combine customer interactions from multiple sources using the helpdesk, 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 easily convert them into tickets.
- Workflow Management
Automatically assigns tickets to the appropriate person or team. This allows your agents to quickly switch between channels and focus on resolutions.
- Custom IVR menu
Allow your callers to self-select options from an interactive voice response (IVR) menu, in order to route them to the right team.
- Customizable Staff Roles
This feature allows you to assign different functions/roles to staff members in a flexible manner. You can also customize permissions settings for each role to control access to specific information or data.
- Active/Inactive users
This allows you to filter your dashboard for both active and inactive users, allowing you to see and message active customers with greater precision.
- 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.
- Customizable Email Appearance
This allows you to create your own email template. You can customize the appearance of your response emails by using this setting and some simple HTML/CSS coding.
- Public/Internal FAQ
This feature allows you to create FAQs that can be deployed in a variety of formats. Another option is to create a separate website to which you can direct your customers. You can also publish internal FAQ articles for staff members.
- Third-Party Integration Options
This allows you to integrate the helpdesk directly into your website as well as a large number of third-party pages and apps.
- Customer Satisfaction Surveys
Allows you to send automated satisfaction surveys to your customers. After a chat has ended, you can also conduct satisfaction surveys directly within the chatbox. The results can later be analyzed.
- Reporting
Provides a high-level overview of what’s going on in your business/team. These reports assist you in measuring and understanding your lead generation, customer engagement, and support metrics.
Gorgias vs Re:amaze: Marketing Features
| Features | Gorgias | Re:amaze |
| In-Chat Video Calls | ❌ | ✅ |
| Omnichannel Marketing | ✅ | ✅ |
| Campaigns | ✅ | ✅ |
| Campaign Analytics | ✅ | ✅ |
| Order Management | ✅ | ✅ |
| UTM Parameters | ❌ | ✅ |
- 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.
- 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.
- Campaign Analytics
After a Campaign is sent, you can check the total number of people who received the notification as well as the bounce rate.
- 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.
- UTM Parameters
The helpdesk appends UTM parameters to your Push Campaign’s primary link. This allows you to see any traffic directed to your primary link in Google Analytics.
Gorgias vs Re:amaze: Sales Features
| Features | Gorgias | Re:amaze |
| Live Dashboard | ❌ | ✅ |
| Real-time Customer Monitoring | ❌ | ✅ |
| Proactive Messaging | ✅ | ✅ |
| Peek (Live Screensharing) | ❌ | ✅ |
| Revenue Statistics | ✅ | ❌ |
| Advanced Routing | ✅ | ✅ |
| Performance Reporting | ✅ | ✅ |
- Live Dashboard
A live dashboard can be used as a real-time monitoring tool and, a proactive messaging channel for your sales team. A live dashboard allows you to see the total number of customers who are currently active and online for your website or app.
- Real-time Customer Monitoring
Your sales team will also have access to metrics of currently online users, which include their local timezone, geolocation, current URL, and a list of historical activity events.
- Proactive Messaging
At any given moment, your team can choose to message customers or guest users who start browsing your website or app with a real-time cue.
- Peek (Live Screensharing)
With this plan, you can provide screen-sharing assistance to your website visitors and customers. You can also easily view and interact with your visitor’s web browser.
- 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.
- 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.
Gorgias vs Re:amaze: 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?
Re:amaze Pricing Structure
Re:amaze currently offers three different pricing plans: Basic, Pro, and Plus. Their pricing applies the pay-per-agent subscription model.
- The Basic plan is Re:amaze’s entry-level pricing plan. The Basic plan costs $29 per user, per month.
- The Pro plan costs $49 per user, per month. This plan includes all of the Basic plan features.
- The Plus plan costs $69 per user, per month. This plan includes all of the Basic and Pro plan features.
All of their plans include essential features like live chat, social media, SMS and voice channels, Chatbots, performance reports, etc. These features are adequate for handling the majority of your customer support needs if you are a small customer support team that is just getting started.
Want to know more about the detailed pricing breakdown of Re:amaze? Then, go through our post on Re:amaze Pricing: Which Plan Is Best for You? [Complete Breakdown]
Gorgias vs Re:amaze: 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:
- Gorgias 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. However, even with such robust features, this platform may not be within your budget or meet your support needs.
- Re:amaze, on the other hand, has distinct advantages. It works best as a low-cost help desk ticketing system with flexible pricing. If you’re a small business looking to get started, Re:amaze’s features like live chat, a help desk, chatbots, FAQ articles, and reporting will most likely be more useful.
Both platforms are well-designed helpdesk platforms that offer a wide range of additional integrations and features to help your team better navigate its communication strategy.
Bottom Line:
So, Gorgias and Re:amaze. 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 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, easy to set up, and most agents can get started on Saufter with little to no training.
So, what are you waiting for?
