Gorgias vs Zendesk Commerce

In the world of eCommerce, customer experience is king. And to deliver top-notch customer service, you need the right tools in your arsenal. Two popular options are Gorgias and Zendesk Commerce (powered by agnoStack). Both solution offer robust functionality for eCommerce businesses, but which one is better for your Shopify eCommerce business? In this article, we'll compare Gorgias vs Zendesk Commerce and help you decide which one is right to improve your eCommerce customer experience.

Customer experience doesn't stop at checkout!

According to recent Qualtrics Research, "73% of consumers say Customer Experience is an important factor in their purchasing decisions" and noted: "happy customers are more than 5x as likely to repurchase, 6x as likely to forgive AND 8x as likely to try other products/services"!

What is Gorgias?

Gorgias is a helpdesk solution designed specifically for eCommerce businesses. With Gorgias, you can centralize all basic your customer interactions in one place. The platform focuses on automation and trying to reduce agent interaction through its robust rules engine. Gorgias also integrates with popular eCommerce platforms like Shopify (as well as more basic integration with BigCommerce and Adobe Commerce/Magento).

What is Zendesk Commerce?

"Zendesk Commerce" powered by agnoStack is an integrated solution bringing together the industry's best customer service/support platform with deep eCommerce functionality to provide exceptional customer experiences. With Zendesk Commerce, you can manage customer inquiries across multiple channels, multiple platforms and multiple stores. Zendesk provides their integrated Agent Workspace including unified conversations CRM across email, chat, social media and more. The platform also offers a range of customer service tools and fully integrated knowledge bases. And, with Shopify Premium for Zendesk, powered by agnoStack, you can even integrate your Shopify store data with your Zendesk account for the industry's best streamlined customer support experience.

Shopify Premium for Zendesk is THE premium version of the integration between Shopify and Zendesk!

Gorgias vs Zendesk Commerce: Features Comparison

Both Gorgias and Zendesk Commerce (Shopify Premium for Zendesk) offer a range of features that can help eCommerce businesses deliver exceptional customer experiences. Here's a comparison of some of their key features:

Multichannel support

Both platforms allow you to manage customer inquiries across multiple channels, including email, chat, and social media, however Zendesk's integrated Agent Workspace provide seamless context switching creating much great agent efficiency.

Automation

Gorgias offers a range of automation features, including macros and rules, to help you streamline your customer service efficiency. Zendesk also offers key features, including triggers and automations, to help you automate repetitive tasks.

Shopify integration

If you are using Shopify, the best option for retailers of all sizes is to leverage the Shopify Premium for Zendesk solution powered by agnoStack, which allows you to integrate your Shopify store data with your Zendesk account. If you are using BigCommerce, commercetools, Magento (or any other major eCommerce platform) - take a look at all of the agnoStack apps for the richest eCommerce support functionality available.

Self-service options

Zendesk Commerce and Gorgias both offers a range of self-service options, including a knowledge base and community forums, to help customers find answers to their questions without needing to contact customer support.

Live chat

Both platforms offer live chat capabilities, which can help businesses provide real-time support to customers BUT the Zendesk Chat solution provides the widest set of integrated messaging channels in the industry.

Reporting and analytics

Both platforms offer core reporting and analytics features to help businesses track their customer service performance and identify areas for improvement.

Zendesk Commerce vs Gorgias: Which One is Right for Your Business?

Both Gorgias and Zendesk Commerce offer powerful solutions for eCommerce businesses looking to improve their customer experiences. So, which one is right for your business?

Here are a few things to consider:

When considering Zendesk vs Gorgias, remember that Zendesk and agnoStack help you achieve this by providing a better eCommerce customer experience and improving the efficiency of your eCommerce support team. Shopify Premium for Zendesk connects all of the major surrounding platforms including Klaviyo, Mailchimp, YotPo, Microsoft Dynamics, Hubspot, Salesforce CRM as well as many other tools including Recharge, PayWhirl, Smile.io, Stamped.io, Judge.me and more. See the full list of agnoStack integrations at: https://agnostack.com/integrations/all.

agnoStack seamlessly integrates OpenAI/ChatGPT via the new new Zendesk 'AI for Commerce' free Add-On, which helps agents make use of AI so simply that it feels like magic!

If you're already using Shopify as your eCommerce platform, the best option for retailers of all sizes is to leverage the Shopify Premium for Zendesk solution powered by agnoStack. This solution allows you to integrate multiple Shopify stores into a single actionable UI within your Zendesk Support interface improving agent efficiency while simultaneously enhancing overall customer experience.

If you're looking for automation over customer experience Gorgias may be the better option.

By providing a seamless, multichannel customer service experience, eCommerce businesses can improve customer satisfaction and retention, ultimately leading to increased revenue and growth. And with Shopify Premium for Zendesk, eCommerce businesses can take their customer service to the next level and stay ahead of the competition. So, what are you waiting for? Try Zendesk's Shopify integration with agnoStack today and see the difference it can make for your eCommerce business!