Tidio vs Gorgias: Which Live Chat Software Is best?

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tidio vs gorgias

Last Updated: June 2024

Hey there! Ready to discover the ultimate live chat showdown: Tidio vs Gorgias? Today, we’re diving into the exciting world of customer support software to see which one reigns supreme. 

A whopping 80% of companies claim that live chat has been the secret sauce to boosting their revenue and fostering customer loyalty. Impressive, right? 

But with so many options out there, finding the perfect fit for your business can be a bit overwhelming. Fear not! We’re here to break down the strengths and features of Tidio and Gorgias, so you can make an informed decision. 

Let’s dive into the epic battle of Tidio vs Gorgias!

Tidio Vs Gorgias Quick comparison

Features

Tidio

Gorgias

Pricing

Offers a range of plans, including a free plan.

Provides various pricing tiers, starting from basic to advanced.

Live chat

Live chat widget for real-time customer support.

Offers live chat functionality with customizable options.

Ticketing system

Includes a ticketing system for managing customer inquiries.

Features a robust ticketing system with automation capabilities.

Helpdesk Integration

Integrates with popular help desk platforms like Zendesk.

Offers integration with multiple help desk and CRM tools.

Automation

Provides basic automation features for handling repetitive tasks.

Offers advanced automation capabilities and workflows.

Reporting and analytics

Offers basic reporting features for monitoring chat and ticket performance.

Provides detailed analytics and reporting tools.

Social media integration

Supports integration with Facebook Messenger for customer engagement.

Offers social media integration for managing inquiries across platforms.

Chatbot functionalities

Provides a chatbot builder for creating automated responses.

Includes a powerful chatbot platform with AI capabilities.

Mobile apps

Offers mobile apps for both iOS and Android platforms.

Provides mobile apps for convenient on-the-go access.

E-commerce integration

Integrates with popular e-commerce platforms for streamlined customer support.

Offers e-commerce integrations for efficient order management.

Language support

Supports multiple languages for international customer interactions.

Provides multilingual support for global customer bases.

User interface

Offers a user-friendly and intuitive interface.

Provides a well-designed and user-friendly interface.

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Tidio Vs Gorgias detailed overview

Let’s compare the features of Tidio and Gorgias one by one to see how they stack up against each other:

1) Live Chat

Tidio:

    • Incorporates AI-powered chatbots that can handle simple customer inquiries automatically.
    • Offers customization options for the chat widget’s appearance, position, and behavior.
    • Enables you to have multiple agents collaborating and managing live chat conversations simultaneously.
    • Allows you to see which pages a visitor has viewed before initiating a chat, providing context for more personalized assistance.
    • Lets agents save and use pre-defined responses for frequently asked questions.
    • If no agents are available, Tidio collects offline messages that visitors can leave, ensuring businesses can follow up later.

Gorgias:

    • Integrates live chat with its ticketing system, providing a unified view of customer interactions across multiple channels.
    • Uses automation to route live chat conversations to the most appropriate agents or teams based on predefined rules or keywords.
    • Gorgias displays customer order details during live chat sessions.
    • Allows businesses to customize live chat workflows and automated responses based on specific business requirements.
    • Enables agents to create and use saved replies for common queries, maintaining consistency and efficiency in responses.
    • Provides insights into response times for live chat interactions, helping businesses monitor and improve their customer support speed.

Winner: Both

2) Chatbots

Tidio:

    • Get an intuitive chatbot builder that allows you to create custom chatbots without requiring coding knowledge.
    • You can configure them to provide personalized product recommendations based on user interactions.
    • Supports chatbots in multiple languages.
    • Tidio’s chatbots can analyze user typing behavior to provide more accurate responses.

Gorgias:

    • Gorgias’ chatbots are deeply integrated with popular e-commerce platforms, such as Shopify and Magento, allowing them to access detailed order information and customer data during interactions.
    • You can set triggers for specific events or actions, such as abandoned carts, completed purchases, or specific keywords.
    • Enables you to create and use smart tags and attributes, making it easier to segment and target specific customer groups.
    • Offers a visual chatbot builder that allows you to design complex chatbot workflows with drag-and-drop functionality.

Winner: Gorgias

3) Ticketing

Tidio:

    • A unified inbox where you can manage customer inquiries from various channels, including live chat, email, and Messenger, in one place.
    • Automatically assign incoming tickets to specific agents or teams based on predefined rules.
    • Option for ticket status tracking, enabling you to monitor the progress of each ticket

Gorgias:

    • Manage customer inquiries from various channels.
    • Leverages automation and predefined rules to categorize and prioritize tickets.
    • Enables users to create custom workflows based on specific business needs, streamlining ticket management.

Winner: Both

4) Reporting and Analytics

Tidio: 

    • Access metrics related to live chat performance, such as the number of chat requests, average response times, chat durations, and operator activity. 
    • Allows you to monitor website visitors in real time, providing information on page views, geographic location, and referral sources.
    • Includes data on email communication metrics, such as the number of emails sent and received, email response times, and overall email support performance.
    • Get analytics on chatbot interactions, including the number of automated responses, successful resolutions, and user satisfaction.
    • Enables customers to rate their chat experiences.
    • Integrates with Google Analytics, allowing you to combine live chat data with website traffic and behavior data.

Gorgias:

    • Avail various ticket-related metrics, including ticket volume, response times, resolution times, and ticket status breakdowns.
    • Get comprehensive customer profiles enriched with data from integrated e-commerce platforms.
    • View analytics on individual support agent performance, including the number of tickets handled, response times, and customer satisfaction ratings.
    • Tracks the usage of smart macros (predefined sets of actions triggered by specific keywords or events), enabling you to assess the effectiveness of automation in support operations.
    •  Reports on team productivity, showcasing the number of resolved tickets per agent or per team.
    • Create custom dashboards with selected metrics, enabling you to focus on the key performance indicators (KPIs).

Winner: Gorgias

5) Mobile Apps

Tidio:

    • Dedicated mobile apps for both Android and iOS platforms.
    • Sends real-time notifications to alert you about new chat requests or incoming messages.
    • Allows users to engage in live chat conversations with website visitors and customers. It also supports messaging through other integrated channels like Facebook Messenger.
    • Access real-time visitor tracking  to see who is currently browsing the website and initiate proactive conversations.
    • You can share files and attachments during live chat conversations to assist customers better.

Gorgias:

    • Offers dedicated mobile apps for both Android and iOS platforms.
    • You can change ticket statuses, add internal notes, and handle customer inquiries on the go.
    • Gain access to customer profiles, including order history and previous interactions. 
    • Sends push notifications to alert users about new tickets or important updates. 
    • Features collision detection, which prevents multiple agents from simultaneously working on the same ticket.

Winner: Both

Final Thoughts

In summary, Tidio and Gorgias are both strong contenders in the live chat software market, each offering unique strengths that cater to different business needs. 

Tidio shines with its user-friendly interface, live chat functionality, and basic automation features, making it an ideal choice for if you need simplicity and ease of use. 

On the other hand, Gorgias excels with its advanced ticketing system, comprehensive automation, social media integration, and in-depth analytics. It is a suitable option if you require more sophisticated support capabilities and data-driven insights.

The decision between Tidio and Gorgias ultimately comes down to your specific requirements, preferences, and budget constraints. It is crucial to carefully examine the features, pricing plans, and support needs to make an informed choice that aligns with your customer service goals.

Lastly, if you are looking for a multi-channel customer service solution designed for both small businesses and enterprise teams, Saufter is worth considering. With its user-friendly interface, cost-effectiveness, and easy setup, Saufter empowers support teams to provide exceptional service with minimal training required.

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