Gorgias vs. Zendesk
THE definitive guide for making an informed comparison of Gorgias vs. Zendesk Commerce by agnoStack!
Zendesk Relate
Zendesk's annual flagship customer event where Zendesk invites CX professionals to dream bigger. Join agnoStack in person in Las Vegas April 16-18 to learn about the latest ways to supercharge your agents - or join the digital event which will broadcast the opening keynote (and have access to on-demand recordings of the keynote and select sessions from the Las Vegas conference).
agnoStack + Zendesk + Elastic Path = Integration Made Easy
agnoStack enables Zendesk customers to 'Integrate Anything You Can Imagine' - through our recently extended partnership with Elastic Path, a leading composable commerce company. With just a few clicks, brands can now extend Zendesk via Elastic Path Composer, included for free with their agnoStack account - Integration so simple it feels like magic!
Adam Grohs (agnoStack)
agnoStack introduces Zendesk 'AI for Commerce'
agnoStack launches 'AI for Commerce' - further enhancing Zendesk's push in AI with natively integrated eCommerce capabilities. With just a few clicks, agents can create Contextual Instant Replies based on Customer Data, Order History and Order Details, translate and localize Advanced Macros and adjust sentiment/tone/length - AI so simple it feels like magic!
Adam Grohs (agnoStack)
'Zendesk AI' packages up AI models for CX business users
Zendesk AI is a package of capabilities that includes introduces new features alongside longstanding AI offerings, as well as building on its recently announced partnership with ChatGPT creator OpenAI. The big leap forward is making these technologies accessible to business users
Phil Wainewright (diginomica)
Integrated Salesforce CRM for Zendesk
agnoStack, provider of the world's first platform-agnostic, omnichannel commerce solution built natively on Zendesk, has announced a new integration with Salesforce CRM. It will be available for retailers (across platforms including Shopify) of all sizes who are using Salesforce 'Core' for a cross-channel view of customer data.
Adam Grohs (agnoStack)
Best Help Desk for Ecommerce: Gorgias vs Zendesk
Gorgias and Zendesk are popular customer support tools. Zendesk has numerous features and caters to a wide range of industries. Gorgias is famous for its self-service.
Alloy Automation
OverviewGorgias / Zendesk / agnoStack
Before we break down the similarities and differences - a brief overview of both core 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 a few other platforms (however, they have comparatively limited functionality). Gorgia primarily focuses on automation and ticket deflection.
Zendesk is a multi-billion dollar SaaS company that provides Customer Service and Sales/CRM software. They have an exhaustive set of features, but do not focus directly on eCommerce within the core Zendesk product suite.
agnoStack is the premier eCommerce-focused customer service platform. It helps retailers using Zendesk to provide rich eCommerce functionality across Shopify, BigCommerce, commercetools, WooCommerce, Adobe Commerce/Magento and much more. They focus on the tools to empower agents to provide incredibly efficent, human-first amazing post-purchase experiences.
The ChallengeREAL eCommerce Customer Service
If you're running a Shopify or BigCommerce store (or any eCommerce platform), you need tools that integrate with that platform and your downstream payment and shipping platforms. This helps to provide all the necessary functionality to the eCommerce support agents.
While it is built for eCommerce, Gorgias lacks its rich functionality across other platforms beyond Shopify. Zendesk, although the leading customer service software, isn't specifically designed for eCommerce companies at all.
And although Zendesk has two free Shopify apps listed on the App Store, they barely provide more than basic order lookup functionality.
agnoStack adds all of the functionality available in Gorgias directly into Zendesk Support for customers supporting eCommerce sites AND provides a tremendous set of additional tools beyond what Gorgias offers.
Cross-Channel Communication
Customers can reach out to you from any channel they prefer (whether email, phone, social or chat), and you need to reply within that channel.
With Gorgias, you can manage basic support on live chat, email, Facebook & Instagram. Zendesk's recent acquisition of Smooch has enabled them to expand their already best-in-class cross channel communications suite to now power their unified Agent Workspace.
Agent workspace allows you to seamless move between conversation channels in a single support ticket. agnoStack is available across all channels within Agent Workspace to provide seamless support regardless of how the customer and agent prefer to communicate.
Full Integrated CRM
Gorgias provides very basic built-in CRM functionality but lacks core integrations with Hubspot, Salesforce and other leading CRM platforms.
agnoStack includes free Add-On integrations with core partners across the Loyalty, CRM and Marketing space including Hubspot, Zendesk Sell, Klaviyo, Mailchimp, YotPo with many others including Salesforce coming soon. This ensures agents have all of the detailed customer insights right at their fingertips at each and every customer interaction.
Customers expect a complete relationship with you. They want rich, fluid conversations without having to repeat themselves. Zendesk captures the full customer journey and keeps them coming back for more with their own fully integrated Customer Service and Sales/CRM products&nbps; (after recently acquiring Base CRM) and agnoStack seamlessly integrates across them all.
Frequently asked questions
- Do we need agnoStack in addition to Zendesk Support?
- agnoStack adds the REAL eCommerce functionality that retailers need to provide exceptional post-purchase experiences to your customers.
- How hard is agnoStack to set up?
- Typically retailers are up and running within just a quick few minute setup and is all self-service. No hidden fees, no timely/complex setup.
- How frequently does agnoStack add new functionality?
- We typically release new features every three to five weeks at no additional cost to existing customers and regularly bring customer feedback to the product team to inflience our roadmap.
- What if we're running more than one site/brand?
- agnoStack provides the industry leading solution for retailers running multiple sites, multiple brands - or even using multiple platforms - giving your agents a single, unified view of their customers.
What makes us different
Retailers who run agnoStack care about putting their customer's experience first AND on ensuring their agents have the very best tools to optimize their effificiency.
Happier agents mean happier customers - and happier customers lead to repeat purchases and long term advocacy.
agnoStack provides a set of game-changing support tools that allow agents to easily accomplish the most common eCommerce Customer Support requests.
- Where's my order/when is it going to arrive?
- Can I change where my order is being shipped?
- I forgot to order a scarf with that hat - can you help me add it?
- I'm having trouble with the promotion, can you help me check out?
Easily look up real-time order and customer information within seconds. Quick process refunds, modify orders, capture new orders and much much more.
We've taken our deep expertise working with some of the worlds largest brands to provide the tools every retailers needs to better support their customers.
After 20+ years working in and around the eCommerce industry, we found that fast growing retailers were at a massive disadvantage. Existing tools like Gorgias and legacy Customer Support platforms such as Zendesk simply lacked the TRUE functionality that retailers need to provide amazingpost-purchase experiences.Adam Grohs CEO at agnoStack
We're here to help
Unfortunately...having amazing customer support doesn't seem to be the norm (even in the Customer Support software space), but we really pride ourselves on putting our customers first. We are here any time - any help you may need with setup, any training or walkthrough of functionality, any input you may have on the product - at support@agnostack.com!
The OpportunityCommerce at your Fingertips
By having real eCommerce functionality powered by agnoStack deeply integrated into Zendesk's Customer Engagement Suite agents can begin to have truly differentiated post-purchase experiences.
Instead of needed to rely on AI and bots to automate replies to customer inquires, imagine empowering your agents to proactively answer custiomer problems before they even share that they are frustrated.
 Gorgias Gorgias is eCommerce customer support software, with primary focus on Shopify and a strong lean towards automation. It has a less mature offering in terms of core ticketing functionality and CRM features. | |
Fully integrated CRM with core integration support through agnoStack | Basic CRM functionality with no core integrations with leading platforms |
Fully featured support for all major eCommerce platforms | Lacking many features on platforms other than Shopify |
Cross-channel communication via Zendesk agent workspace | Support for multiple channels but not as rubust as Zendesk |
Enhaned agent productivity with dynamic Order and Customer Watchlist | Standard ticket reply window with limited productivity tooling |
Real Commerce Support - Done Right
Zendesk Commerce by agnoStack adds the ability to lookup hundreds of orders per customer within seconds (across multiple sites and platforms). Search/sort/filter orders to easily lookup orders by email, date, status and more - instantly find the order a customer needs help with.
Simple access to real-time Payment & Shipping Status, fullscreen Customer & Order Watchlists to keep an eye on important influencers (or customers with past issues) - and our Unified Events Timeline containing data across order, shipping, payment and ticketing platforms. Integrated Reminders to never forget to get back to an important customer again.
Direct integration with Product Catalog data to see product images and descriptions - right alongside inventory, customizations, modifiers, bundles for each order line item. Fully integrated Advanced Macros and Ticket Snippets to make common replies with data across all of your Commerce related data just one click away.
The ability to Modify Orders, Issue Refunds (line-item, partial line-item, order-level, custom, shipping, etc.), Cancel Orders and even the ability to provide full Order Capture and/or secure CartCollabSM functionality enabling customer One Click Checkout.
...AND we're just getting started! 🚀
Zendesk Commerce by agnoStack
While Gorgias is excellent at supporting basic ecommerce needs, it lacks the tools that can really help improve agent efficiency while supporting a Commerce wesbite.
Zendesk provides, hands-down, the industry's very best tools to support cross-channel conversations, but lacks core eCommerce functionality.
agnoStack is the answer you've been looking for to empower your agents and add rich functionality on top of Zendesk's core to provide exceptional post-purchase experiences that match the incredible products you sell...and the websites you sell them on.
agnoStack Empowers Retailers
of all types & sizes to provide faster, more seamless and more intuitive customer support regardless of software stack.