Which Helpdesk to Choose, Gorgias or Re:amaze?

Last Updated on September 1, 2023 by David

All-in-one helpdesks, shared inboxes, live chat, and chatbots are all tools that are growing in use among eCommerce brands, and for a good reason. These services enable businesses to operate more efficiently, grow their brand, and elevate their customer service offering.

Due to the increasing benefit of these services, there are more brands available to choose from that offer these services. With this in mind, how do you choose the right one? In this blog, we’ll examine two of the more popular brands — Gorgias and Re:amaze, so you can see for yourself why Re:amaze is the best alternative to Gorgias.

Choosing a Product

When choosing a helpdesk service for your eCommerce brand, you want to take into consideration a variety of factors to ensure you’ve chosen the right one for your company.

Here’s what to consider when deciding:

Product Features

Both Re:amaze and Gorgias offer a help desk and ticketing system for eCommerce brands. They both also offer a shared inbox and messaging. While both companies have a live chat option, only Re:amaze automatically offers chatbots to their customers; while available with Gorgias, it is considered an add-on feature.

Push notifications, tags, and app integrations are offered with both, but as you’ll see in the next section, the app integrations offered by Gorgias are limited when compared to Re:amaze. Workflow automation and reporting & analytics are offered with every Re:amaze plan, but only on higher-tiered plans with Gorgias.

Re:amaze also offers many product features that are not available with Gorgias at all including:

  • A live dashboard
  • Document storage
  • Cues (for upselling and cross-selling)
  • Multiple stores & brands
  • Video calls
  • Call features
  • And more!

All of the tools and features offered by Re:amaze are designed and built in-house by their team in San Jose, CA. There are zero whitelabeled solutions here, which for the user means reliability, stability, and accountability.

App Integrations

For eCommerce brands app integrations is one of the most important factors to consider. It’s vital to ensure that the service you choose is able to integrate with the apps you’re already using. This ensures a seamless integration, and allows your business to remain business as usual during implementation.

For example, Re:amaze and Gorgias both integrate with the following applications:

  • Facebook
  • Instagram
  • Shopify
  • BigCommerce
  • What’sApp
  • Email
  • Google Analytics

While many of these commonly used applications are available through each brand, Re:amaze additionally offers integrations with:

The near unlimited number of application integrations available, make Re:amaze the clear choice. Don’t limit your brand when it comes to application integrations, even if you don’t use all of the ones offered. As your brand continues to grow, you are going to want to utilize new applications, and you will likely find yourself limited with Gorgias’ application offering.

Pricing

The cost of the service will be a factor most businesses need to seriously take into consideration. At Re:amaze, we believe we shouldn’t dictate how you run your business. Rather than paying by ticket volume and getting penalized for growth, Re:amaze offers you flexibility such as paying by staff count or by ticket volume.

For this reason, Re:amaze is pleased to offer 2 different subscription options and 3 pricing plans:

  • Pay flat rate
  • Per agent per month
  • Pay by ticket volume with unlimited agents.

All of our Re:amaze plans are customizable so you’ll never end up paying for features you’ll won’t use in your business.

Re:amaze customers will also enjoy additional benefits such as:

  • Lifetime grandfathering
  • Custom pricing
  • Large team discounts

At Re:amaze, we offer clients a 14-day free trial, and keep our prices affordable so our amazing product can provide benefits to eCommerce companies all over the world. When comparing the cost of Re:amaze against Gorgias, you’ll find that for our Tiered Plans our monthly costs are significantly lower.

Customer Support

As an eCommerce brand, you know how much your customers value quality customer support when they run into an issue or require assistance. At Re:amaze, we understand this too, it’s the mission of our company to ensure brands can provide the best customer support for their customers, and it’s our top priority as well for our own customers.

Every tier plan with Re:amaze has customer support available to them, and those who select the Plus Plan gain the added benefit of having a dedicated Account Manager. With Gorgias ongoing customer support is not available, and Account Managers are provided only to those on their 3rd Tier or higher packages.

With Re:amaze you’ll enjoy better customer service from their team of Customer Success and Customer Experience Managers. You’ll always have a direct line to a real person.

To learn even more about why Re:amaze is the best alternative to Gorgias visit our website to see even more examples or contact us to schedule a demo.