Not sure whether Gorgias or Richpanel is the better option for you?

We know it can be difficult to choose between the two because they are both popular platforms with very similar functionality.

Well, 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 Richpanel.

What is Gorgias?

Gorgias is an e-commerce-focused customer support platform that allows your team to manage your entire support system from a single centralized system.

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.

The platform also has a wide range of eCommerce features that make it an excellent choice for small and medium-sized businesses. For setting up, they also provide comprehensive tutorials and a user-friendly help center.

The Gorgias help desk pricing plans begin at $50 per user/month. They also offer a free trial to test out all of the features.

What is Richpanel?

Looking for a centralized solution that handles almost all types of customer service communication? Richpanel could be exactly what you’re looking for.

The platform combines a self-service help center, live chat, social media integrations, and automation to help your online support team respond faster.

We also discovered that the app’s functionality is extremely user-friendly and that it is designed in such a way that training is simple.

Richpanel’s pricing plans begin at $300 per user/month. They also offer a free limited plan to test out all of the features.

Gorgias vs Richpanel: A Quick Comparison

Here’s a quick rundown of the platforms:

 

Gorgias

Richpanel

Pricing Starts At $50 per month/300 tickets Free, $300/mo for 1000 conversations‍
Features Email, Chat, SMS, Social, WhatsApp, Self-service Email, Chat, SMS, Social, WhatsApp, Self-service
  Multi-Channel Inbox Multi-Channel Inbox
  Standard and Custom Reporting Standard and Custom Reporting
  Mobile App Mobile App
  Service Level Agreement Rules Service Level Agreement Rules
  Customer Satisfaction Surveys Customer Satisfaction Surveys
  Collision Detection Collision Detection
  Third-party Integrations Third-party Integrations
  Sentiment Detection Customer Lifecycle
  Unlimited Users Revenue Analytics
    Multi-Lingual Self Service
Free trial 14-day free trial Free limited plan
Rating 4.6/5 4.9/5

Gorgias vs Richpanel: Supporting Platforms

You want to be able to seamlessly integrate your current platforms with the eCommerce helpdesk solution you select.

This is possible with both Gorgias and Richpanel. However, there is a difference in the number of platforms that are supported. The platforms with which both tools integrate are listed below.

Platforms Gorgias Richpanel
WooCommerce
Amazon
Magneto
Shopify
Bigcommerce
  • Gorgias supports Shopify, Magento, and BigCommerce but not Amazon and WooCommerce.
  • Richpanel, on the other hand, works with Shopify, WooCommerce, Amazon, and Magento but not Bigcommerce.

Gorgias vs Richpanel: Livechat Features

Features Gorgias Richpanel
Livechat Widget
Macros(Response Templates)
Unified Customer Profile
Livechat Customization
Chat notifications
Task Bots
Conversation Notes
Smart Routing
Chat Contact Form
Conversation Tags
Social Media Platforms ❌(Whatsapp) ❌(Twitter)
Mobile apps
  • LiveChat Widget

A live chat widget on your website or app allows you to provide real-time support to your users from anywhere at any time.

  • Macros (Response Templates)

Create pre-made responses that are customized allowing your agents to effortlessly handle customer FAQs. You can even organize your response templates into categories based on common themes.

  • Unified Customer Profile 

This enables your agents to stay up to date on each customer’s order history, conversation timeline, and purchasing behavior. Your agents can even prioritize conversations by gaining access to relevant insights such as each customer’s lifetime and return rates.

  • Livechat 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

  • Task Bots

This feature enables you to use live chatbots to automate a number of repetitive tasks, allowing you and your support agents to focus on helping customers. These bots can be automated to collect important information such as lead contact information, chat feedback, and so on.

  • Conversation Notes

You can use notes to collaborate with other members of your organization and share updates about a support request.

  • Smart Routing

This feature allows you to automate the routing of conversations in any scenario. Reduce response times by automatically prioritizing requests and routing conversations to specific teams/agents.

  • 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.

  • 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.

  • Social Media Platforms

Connect your social media account pages to the helpdesk to directly send and receive messages from your contacts. This feature allows you to import social media direct messages, tweets, post comments, account mentions, and so on.

  • Mobile apps

Native mobile application for both iOS and Android devices allows your agents to stay in touch with your customers.

Gorgias vs Richpanel: Customer Support Features

Features

Gorgias

Richpanel

SMS and Voice Channels

Multi-Channel Inbox

Multi Lingual Self Service

Ticketing System

Customer Intents

Service Level Agreement Rules 

FAQs

Insta Actions 

Sentiment Detection

Third-Party Integration Options

Customer Satisfaction Surveys

Reporting

  • SMS and Voice Channels

You can integrate SMS and voice channels into your helpdesk to improve the customer relationship experience.

  • Multi-Channel Inbox

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.

  • Multi-Lingual Self Service

This allows you to create a self-service section for each of your existing customers. Give them the ability to track upcoming orders, update shipping addresses, and manage returns and cancellations without having to contact your agents.

  • Ticketing System

An integrated system to engage customers through different channels and easily convert them into tickets. 

  • 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. 

  • Service Level Agreement Rules 

You can provide consistent support to each customer by establishing SLA (service-level agreements) rules. For example, set internal performance goals for your support team.

  • FAQs

This feature allows you to create multiple, customized answers for customer questions based on factors such as order status and SKU number, which can then be distributed in a variety of formats. Another option is to set up a separate website where your customers/agents can be directed.

  • Insta Actions 

This feature enables your agents to increase productivity by streamlining daily agent actions such as adding tags, assigning priority, order cancellations and refunds, and so on.

  • 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.

  • 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 Richpanel: Marketing & Sales Features

Features

Gorgias

Richpanel

Omnichannel Marketing

Campaigns

Campaign Analytics

Customer Lifecycle

Ecommerce Data

Order Management 

Proactive Messaging 

Customer Groups

Revenue Analytics

Advanced Routing

Performance Reporting

Notify External Targets

  • 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.

  • Customer Lifecycle

This provides your team with access to customer data at each stage of the buyer journey, allowing them to better understand the customer lifecycle. For example, a structured view of the time it took each customer to convert into a loyal customer and the revenue generated from them, customer trends, revenue trends, repeat purchases, etc. 

  • Ecommerce Data

You gain access to vital customer information such as the total number of orders, frequency of orders, AOV (Average order value), and CLV (Customer lifetime value) for each customer.

  • 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.

  • 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.

  • Customer Groups

This gives you a variety of filter options for creating customer groups. Customers who require a specific type of customer support and other custom criteria can be assigned to these groups. 

  • 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.

  • Notify External Targets

You can use automation rules to notify external targets whenever a conversation is updated. These targets may include external applications such as Jira, Slack, StellaConnect, and so on.

Gorgias vs Richpanel: Pricing

Gorgias Pricing Structure

The platform currently offers four different pricing plans: Basic, Pro, Advanced, and Enterprise.

  • The Basic plan is the Gorgias 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?

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Richpanel Pricing Structure

The platform currently offers three different pricing plans along with a limited free plan. Their pricing applies the number of conversations per month subscription model.

  • The free plan is for new brands that are looking to quickly set up a helpdesk and live chat. (100 conversations included in this plan)
  • The $300/month plan allows you to streamline your customer service across multiple channels. Up to 1000/conversations/ month included in this plan. (+$30 for additional 100 conversations) 
  • The $600/month plan is what you need if you require more automation features. Up to 2000/conversations/ month included in this plan. (+$25 for additional 100 conversations) 
  • The $900/month plan is perfect for scaling brands that are looking for an end-to-end customer service solution. Up to 5000/conversations/ month included in this plan. (+$20 for additional 100 conversations) 
  • There is also a custom pricing plan called Richpanel Enterprise for large e-commerce brands that handle 5000 or more conversations per month. You gain access to the enterprise suite, which includes custom connectors, API endpoints, and full migration and onboarding support.

All of these plans include essential features such as Email and Live Chat, a Multi-Channel Inbox, a Mobile App, a Self-Service Portal, and Shopify Integration.

If you have a small customer support team that is just getting started, these features will suffice to handle the majority of your customer support needs.

They also have a promotional offer on all their plans: if you choose a yearly subscription, you will receive two months of free service.

Want to know more about the detailed pricing breakdown of Richpanel? Then, go through our post on Richpanel Pricing – Which Plan Is Best For You? [Complete Breakdown]

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Gorgias vs Richpanel: 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. Even with such robust features, this platform may not be within your budget or meet your support needs.
  • Richpanel, on the other hand, has distinct advantages. The platform includes a number of tools that enable customers to manage their inquiries by enabling a personalized customer self-service portal. Their pricing plans, however, can be on the expensive side, with plans starting at $300/mo. The free plan is also fairly limited for most businesses, as it includes only 100 conversations and 15 customer scenarios on the Self-Service Portal.

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 Richpanel. 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, the Helplama helpdesk 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 Helplama with little to no training.

So, what are you waiting for?

Start Your Free Trial Now!