Strongly tied to brand loyalty is stellar customer service, which can help you increase your revenue and build a more successful business in the long run. And hence, it becomes imperative that you choose the right tools to help your brand deliver delightful service to your customers.
To help you pick the right tool, we decided to belgium mobile phone number list
compare the two leading ecommerce customer service software in the market, i.e., Gorgias & Intercom. Read through the article to understand their strengths and shortcomings and find the tool best suited for your needs.
Both Gorgias and Intercom rival in features, and both have thousands of customers worldwide using the tool to manage their customer service. If you’re choosing between them, you’re already on the right track.
We also understand that they are our competitors, and so we have taken the utmost care to provide our readers with an unbiased analysis while comparing the two tools.
Table of Contents
Overview
Top Differences Between Gorgias and Intercom
Top Similarities Between Gorgias and Intercom
Customer Reviews
Common FAQs
Don’t like either of them?
Overview
Before we begin to break down the similarities and differences, let me share a brief overview of both the tools to set the context.
Gorgias is a customer service software designed for ecommerce stores. They’re primarily a Shopify app, but recently they’ve integrated with WooCommerce and BigCommerce. They deeply integrate with Shopify that helps support agents to deliver excellent customer support seamlessly.
Intercom on the other hand is a Conversational Relationship Platform (CRP). You can use it to build better customer relationships through personalized, messenger-based experiences across the customer journey. You can use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging.
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Learn moreTop Differences Between Gorgias and Intercom
Alright, let’s move on to specifics. I’ll walk you through the top areas where Gorgias & Intercom differ in capabilities and functionality.
Ecommerce Viability
If you run an ecommerce store, choosing a random customer support tool is counterintuitive. You need a tool that is designed with the needs of ecommerce businesses in mind.
Gorgias is built for ecommerce and integrates deeply with Shopify. This means that you can edit, cancel, return any order without having to leave the Gorgias dashboard. That’s not all – Gorgias comes with a host of integrations with other commonly-used ecommerce apps. This makes it all the more powerful.
Intercom, although a leading customer service software, isn’t specifically designed for ecommerce businesses. It syncs customer data and allows you to track users' actions in the store. However, you will not be able to modify orders directly from the app.
Ecommerce viability: Gorgias
| Intercom 
Supporting Platforms
Although Shopify is pretty much what everyone talks about when it comes to starting an ecommerce store, other platforms also cater to this market. The most popular ones are WooCommerce, BigCommerce, Squarespace & Magento.
Supporting platorms on Gorgias and Intercom
As you can see in the above table, Gorgias supports Shopify, Magento & BigCommerce but doesn’t support Magento & Squarespace.
On the other hand, Intercom supports Shopify, WooCommerce, and Squarespace. However, it doesn’t have integrations with Magento and BigCommerce.
Shopify Integration
Suppose a customer asks to change the details of a particular order. In that case, you’d have to go to your Shopify (or whatever platform you’re using) dashboard, edit the order there, and then reply to the customer with the new order ID with a confirmation message. It’s hectic and inconvenient.
With Gorgias, you can view customer information on the right-hand side of the dashboard. Besides that, you can track an order (through integrations), modify it (cancel, refund, place a new order) and do all sorts of things with the deep Shopify integration.
Unfortunately, Intercom doesn’t work that well. Its integration with Shopify is very surface-level – you can view customer details and user actions but you can’t modify orders from the dashboard.
Shopify Integration: Gorgias
| Integration Self-service support
Gorgias comes with advanced machine learning that detects the intents and sentiments of each message. While this will help you categorize tickets based on what they're about, they will still need human intervention.
Intercom, on the other hand, has a robust self-service support layer. Not only can you share relevant answers and help center articles as customers are typing but you can also use bots designed to reduce repetitive questions. Additionally, you can create custom bots that collect up-front information, help prioritize urgent issues, and connect customers to the right people on your team.
With the ability to automatically resolve repetitive questions with chatbots & help articles, Intercom is the clear winner in this department.
Self-service support: Gorgias
| Intercom Knowledge Base
With Intercom, you can set up one central place for your customers to reliably find answers, tips, and other important info when they need it. Moreover, you can use their editor to add images, videos, call-to-action-buttons, and interactive guides to your articles. Plus you can do so in multiple languages,
Gorgias is at a loss here as it doesn’t have this feature, but you can integrate Gorgias with Helpdocs, a knowledge base software.
Knowledge Base: Gorgias
| Intercom Support Channels
Customers might reach out to you from a variety of channels. And you want to be able to respond to conversations across channels from one single dashboard.
Channels supported on Gorgias vs Intercom
With Gorgias, you can manage support on live chat, email, Facebook & Instagram.
Whereas on Intercom, you can manage support on live chat, email, Facebook & Twitter.
Pricing
Gorgias comes with four pricing plans; the lowest one starts at $60/month. You get 350 tickets/month. If you want to add more tickets, you need to pay $25 for 100 tickets. This rate goes down as the plan increases.
Gorgias Pricing
Intercom’s pricing is extremely confusing, to say the least. There are opportunities for demos across their plans. So we recommend identifying the plan with the features you need and requesting a demo to find out exactly how much it’ll cost you.
Their pricing starts at $59/month for a bare-bones version and goes up to over $499/mo for their most robust offerings. Intercom users pricing is also incorporated into the tiers, with the number of allowable users increasing as the price level does.
