Top 8 Gorgias Alternatives and Competitors in 2024

Are you looking for Gorgias alternatives to make the lives of your customer support agents easier?

Or perhaps you are looking to enhance your customer experience with advanced AI technology?

We reviewed over 40 tools in the same category as Gorgias, going over their features, pricing, and reviews so you wouldn't have to.

In this guide, we'll first cover the top 8 Gorgias alternatives and their pros and cons.

From advanced AI capabilities to a better pricing model and analytics platform, the 8 tools that "made the cut" aim to address the concerns of Gorgias's existing clients.

But first, let's walk through why e-commerce managers switch from Gorgias.

Why You Might Look for Gorgias Alternatives?

Even though the clients of Gorgias are satisfied with its:

• AI integrations.
• Good User Interface (UI).
• The ability to create macros and rules to streamline work.

There are concerns that we were able to find while reviewing the brand's reviews on popular platforms.

Reason #1: Rapidly Escalating Costs

Even Gorgias's satisfied clients find their pricing model difficult to manage.

This is because Gorgias bases its pricing on ticket volume.

In their Basic Model, you'd have to pay $340/month to use the software if you receive 1,000 monthly tickets.

And if you're a larger brand that needs to deal with 3,500 or more tickets, you'd have to be on their Advanced Plan and pay $900/month.

The problem is that DTC e-commerce brands get plenty of tickets, which means that Gorgias can get pricey for them.

To make matters worse, Gorgias recently increased its pricing. They're now charging $0.36 - $0.40 for each support ticket you receive over your plan's limit.

Reason #2: Lack of Features for Immediate Customer Support

When your customers come knocking on the door - they want solutions immediately.

Gorgias’ clients have noted that the tool cannot get going right from signing up.

For example, this ex-client complained that when they tried the tool, it did not notify them when a call or chat came up.

Resolving customer tickets quickly matters. Based on a survey from JeffToister, 88% of consumers expect a reply from a business within 60 minutes.

Reason #3: Issues with Macros & Mobile Compatibility

Gorgias boasts its macro capabilities, which are pre-made responses you can use to respond to your customers faster.

However, some customers have found it difficult to navigate through Macros.

The same client also complains about the issues they have faced with the Gorgias on Android where it ''crashed randomly''.

On the iOS side, a Redditor complains that the iOS app is clunky, has constant caching issues, and causes their team to get Nginx errors.

As a combination of these 3 cons, merchants have slowly been moving away from Gorgias and exploring other alternatives on the market.

What Are The Best Alternatives to Gorgias in 2024?

The best alternatives to Gorgias depend on what your online store needs, but here are the ones that came up on top for us:

#1: Big Sur AI - Increase your conversion rate by bringing in an AI-powered sales assistant.

#2: Help Scout - Set up automated actions at scale to deal with your customers and help your agents.

#3: Zoho Desk - Access a wider range of tools and integrations, including CRM and Analytics.

#4: Freshdesk - Set up an intuitive ticketing system to manage, prioritize and resolve customer tickets at scale.

#5: Re:amaze - Excels at automation and cross-functional team collaboration.

#6: Gladly - Personalized self-service functionality by utilizing customers' history and needs.

#7: Zendesk - Comprehensive range of tools for managing customer interactions and data.

#8: eDesk - Enterprise-grade AI-powered customer service software to improve personalization.

#1: Big Sur AI

The best alternative (or complement) to Gorgias for E-Commerce store owners who want to please their prospective and existing customers is Big Sur AI.

Big Sur AI is an AI-powered sales agent that helps you increase sales by providing your customers with AI-assisted shopping and post-shopping experience.

Full disclosure: While Big Sur AI is our product, we aim to provide an unbiased perspective on why Big Sur AI is the best Gorgias alternative on the market.

But, if we are not being biased, why would we put our product on #1?

This is because our platform, with its advanced AI capabilities and consumer insights, better covers Gorgias's weaknesses than all the other tools that we reviewed.

Here are the top 4 features of Big Sur AI that best compete with Gorgias:

Big Sur AI Features

AI Sales Agent

Do you know what kind of experience your customers miss on your online store?

Talking to a knowledgeable and assistive salesperson to help them with their buying journey.

With Big Sur AI's AI Sales Agent, you can recreate that sales assistant-like experience.

• Real-Time Assistance: Your customers can have a natural language conversation with our AI bot, ask different questions, follow up, and get instant answers.
• Tailored to your store: You control the AI experience, and the software has been fed and trained with your store’s information.
• Optimized for conversions: Our AI Sales Agents' advice (such as product recommendations) has been designed to provide relevant recommendations and propose follow-up questions on a data-driven basis to increase your conversations' conversion rate.
• Get started on Shopify in minutes: If your store is on Shopify, enable the AI Sales Agent within minutes to transform your customer experience right away.

Conversion Optimized AI Prompts

Just like an in-store sales assistant, our AI tool will prompt your consumers to ask the right questions.

These are suggested questions embedded on your product and collections pages, which are personalized for your customers.

The questions are based on their shopping journey on the website and are optimized for conversions based on what topic will likely lead to a purchase.

💡This means different users would see different questions.

Merchant Insights

Be data-driven about your customer conversations with Big Sur AI's Merchant Insights.

Our tool provides you with a set of analytics and insights so you can compare the conversion rates of the different questions our bots ask.

You could also get insights into what products are frequently bought together to help you improve your store’s user experience.

Lastly, you can evaluate the performance of the funnel for users who have interacted with the AI Sales Agent, for factors like:

• How many customers queried?
• How many of them added an item to their cart?
• How many of them placed an order? etc.

AI Product Recommendations

Let our AI bot help your customers find the best product for their needs.

When customers go to conventional stores, they have certain considerations, such as their:

• Age group
• Height or weight
• Budget

With our AI Product Recommendations feature, our bot will guide your customers to the right product on your website.

For example, if you were 6'2 and looking for a bike in one of the stores we work with, the chatbot would recommend the best bikes for that height:

Or, your customers might ask the bot to recommend a makeup routine to enhance their natural skin:

Your consumers can receive these product suggestions on your product pages or during a conversation with the AI Sales Agent bot, drastically increasing conversion rates and basket sizes.

How Does Big Sur AI Compare to Gorgias?

Even though Gorgias has incorporated AI into its experience, the brand is still, at its core, a traditional ticketing system.

You'd need to have a large support team to engage customers pre-purchase.

Big Sur AI complements Gorgias with an AI e-commerce solution that is not only a chatbot but software that enriches your consumers' experience at every step of their buying journey.

Big Sur AI's conversations are optimized for conversions by our data-driven approach of prompting customers to ask the right questions and helping them choose the right product.

Gorgias' analytics capabilities are more robust and feature-rich but are not as actionable as Big Sur AI's.

Our analytics help you make better business decisions, such as determining what products are bought together and what your customers ask the most.

Big Sur AI Pros and Cons

✅ Advanced AI Chatbot that serves as the real-time shopping assistant to your customers

✅ Data-driven approach to optimizing for conversions

✅ Seamless integration with Shopify

❌ Big Sur AI is a fairly new product, so it hasn’t been as battle-tested as other alternatives

Big Sur AI Pricing

Big Sur AI has 2 pricing models:

• Commission-Based Model - pay only when you get sales by the AI Sales Agent.

This is a pay-for-performance model, where you only pay a commission for the sale of your products where the customer interacts with the AI Sales Agent and then converts.

The conversion window is negotiated but it’s typically 30 days.

• Tiered Pricing Model - recurring monthly payment based on the average volume of unique visitors per month.

Think of these pricing models as if you’re hiring a salesman.

You choose between paying per unique visitor to your website or a commission on each sale attributed to the chatbot.

#2: Help Scout

Best for: Setting up automated actions at scale.

Similar to: Zendesk, Re:amaze, and Freshdesk.

Help Scout is a customer support platform that provides help desk software for small and large enterprises.

The platform offers an email-based help desk to manage customer conversations in a shared inbox.

The tool offers Automated workflows where you can set up rules to perform automated actions.

Help Scout proves to be a good alternative for Gorgias for teams who want to set up automated actions at scale to deal with customers and help their agents.

Top Features

• Set up a ''Shared Inbox'' which will consolidate your customer communications from email, social media, and live chat in one place.
• Personalize your users' experience by compiling customer information into detailed customer profiles.
• Out-of-the-box reporting features for keeping track of contact volume, response times, and channel usage.
• Set up rules to perform automated actions such as replying and assigning tasks.

Pricing

The software has 3 pricing tiers:

• Standard Plan: $22/user/month (up to 25 users): includes all of the basic features to set up multi-channel customer support.
• Plus Plan: $44/user/month: adds advanced collaboration and organization features.
• Pro Plan: $65/user/month (minimum 10 users): adds security features and hands-on support for large teams.

Pros and Cons

✅ User-friendly UI - clean and functional.

✅ Generous pricing model that includes most features at the Standard Plan.

✅ Advanced reporting that can be either out-of-the-box or customized.

❌ The API has some limitations in trigger functionality for integrations.

❌ No way to merge several tickets at once.

#3: Zoho Desk

Best for: Integrating your help desk with CRM and Analytics.

Similar to: eDesk, Zendesk.

Zoho Desk, a Zoho product, is a customer service and support platform that helps you with customer ticket management and setting up macros.

The platform is a good alternative to Gorgias because it offers the same standard features but at a lower price point and a higher level of customization and analytics capabilities.

Top Features

• Get access to a wider range of tools, including ticket systems and multi-channel support.
• Integrations with other Zoho applications - Zoho CRM and Zoho Analytics.
• Advanced automations and process management - set up workflow rules, macros, and time-based rules.
• Contextual AI features that allow you to auto-tag tickets, perform sentiment analysis, and train your ticket fields to predict customer questions.

Pricing

Zoho Desk has 3 pricing tiers:

• Standard: $14/agent/month, covering all the essential features for customer support.
• Professional: $23/agent/month, covering a higher number of automation and agent permissions.
• Enterprise: $40/agent/month, covering all advanced functionalities, such as advanced AI and customization.

Pros and Cons

✅ A lot of customization options to match your platform's needs.

✅ The richness of integrations lets you fulfill tasks in a better way.

✅ Fast to set up.

❌ Technical bugs where admins are not able to assign tasks to their teams.

❌ User Interface (UI) failures, as reported by a few of their clients.

#4: Freshdesk

Best for: Setting up a ticketing system to manage, prioritize, and resolve customer tickets at scale.

Similar to: Help Scout, Gladly.

Freshdesk is a cloud-based customer support software with AI-fuelled automation features and tools to help you streamline your customer interactions.

As a product of Freshworks, it is a viable alternative to Gorgias because of its superior AI features, knowledge base, and easy-to-use platform.

Top Features

• The platform provides an intuitive ticketing system to manage, prioritize, and resolve customer tickets at scale.
• Automated self-service with a knowledge base and custom widgets to answer frequently asked questions by your customers.
• Collaboration tools to allow your agents to reach out to the right people in your organization for support for complicated matters.
• Access to AI-driven insights to make notes of potential issues with the customers or the products.

Pricing

Freshdesk has a generous free tier that offers access to their integrated ticketing across email and social, as well as a knowledge base and out-of-the-box analytics.

And all of that for up to 10 agents.

Apart from that, they also have 3 pricing tiers:

• Growth: $15/agent/month, covering all the essential features plus automations and collision detection.
• Pro: $49/agent/month, covering multiple products, round-robin routing, and up to 5,000 collaborators.
• Enterprise: $79/agent/month, covering all advanced functionalities, such as skill-based routing, audit log and IP range restriction.

Pros and Cons

✅ Free Tier that has its standard features for up to 10 agents.

✅ Hundreds of integrations available from their marketplace.

✅ Advanced functionalities such as IP range restriction and collision detection.

❌ Large pricing gap between the subscription plans - it can be quite pricey to upgrade.

❌ Limited customization and analytics compared to other solutions on the market.

#5: Re:amaze

Best for: Cross-functional team collaboration.

Similar to: Zoho Desk, eDesk.

Re:amaze is an integrated customer service platform consolidating all customer support channels into one platform.

It is similar to how Gorgias works but excels at automation and cross-functional collaboration within the teams.

Top Features

• The platform has omnichannel support where agents can easily manage customer interactions across email, social media, and live chats from a single inbox.
• Live Chat functionality that has automated chatbots to trigger messages based on how the customer has interacted with your website.
• Pre-built and custom Chatbots with which you can automate customer support for managing orders, and answering questions.

Pricing

Re:amaze has 3 pricing tiers available:

• Basic: $26/agent/month, covering all the essential features.
• Pro: $44/agent/month, covering multiple brands and advanced reporting.
• Plus: $62/agent/month, covering all advanced functionalities, such as in-chat video calls and staff performance reporting.

Pros and Cons

✅ Good for conversion rate optimization because the AI features make product recommendations.

✅ Automated chatbots that can be customized.

✅ Ideal for large organizations: cross-functional collaboration between the team departments.

❌ Clients are reporting that the UI is confusing.

❌ The live chat feature does not support media files.

#6: Gladly

Best for: Building a personalized self-service portal.

Similar to: Freshdesk, eDesk.

Gladly is a customer service platform that takes a different approach to the traditional ticket-based system. It focuses on providing customers with a personalized experience.

The software is a proper alternative to Gorgias with its personalized self-service functionality, where the platform considers the customers' history and needs.

Top Features

• The ability to have a single lifelong conversation with the customers, where all customer interactions are consolidated into a single, continuous conversation thread.
• Agent matching capability where the customers are matched to the best-suited agent based on customer history.
• Customer profile creation where the platform integrates with various data points to give your agents an overview of your customers.
• Self-service Gladly Sidekick functionality where your customers are getting an AI companion to resolve their questions.

Pricing

Gladly only has 2 pricing tiers:

• Hero Package: Starts from $180/agent/month, covering multi-channel communication, people match and integrations.
• Superhero Package: Starts from $210/agent/month, covering custom reporting and 99.9% uptime guarantee.

Note: Gladly's Sidekick Built-In is on a usage base with $0.60 per assisted conversation. There's also a minimum volume commitment required.

Pros and Cons

✅ Keep all customer information organized in the customer profiles and consolidated conversations.

✅ Advanced AI capabilities that assist your customers on the go.

✅ Ideal for large brands looking for a personalized experience.

❌ The product is quite expensive, as you have to buy a minimum of 10 seats starting at $180/mo per agent.

❌ Technical errors exist where Gladly times out and clients complain that they are losing customer calls.

#7: Zendesk

Best for: Managing large quantities of customer interactions and data.

Similar to: Help Scout, Freshdesk, eDesk.

Zendesk has been the default customer service software for many companies for a long time.

And for a reason—businesses find it reliable to build a custom and scalable help desk platform to handle customer queries.

It is also one of the best alternatives to Gorgias, as it offers a more comprehensive range of tools for managing customer interactions and data more effectively.

Top Features

• The platform provides AI-powered chatbots and a self-service portal for your customers with Zendesk Guide and Zendesk Chat.
• Omnichannel support to respond to customers from a unified platform.
• Reporting and analytics to help you make data-driven decisions - Zendesk's Explore can help you track conversions due to customer support.
• Plenty of integrations with other tools such as Salesforce, Jira, and Slack.

Pricing

Zendesk has 4 pricing tiers:

• Suite Team: $55/agent/month, covering all the essential features + AI agents.
• Suite Growth: $89/agent/month, covering multiple ticket forms, light agents and self-service customer portals.
• Suite Professional: $115/agent/month, covering all advanced functionalities, such as custom analytics and skills-based routing.
• Suite Enterprise: Custom Pricing that covers Advanced AI add-ons, Sandbox, and AI-powered Content Cues.

Pros and Cons

✅ AI-powered workflow automations and add-ons.

✅ Customization and scalability of agent operations.

✅ A handful of integrations with other tools you might be already using.

❌ Complexity of setting up all functionalities and customization.

❌ Clients are complaining about pricing concerns and how expensive the platform can get.

#8: eDesk

Best for: Utilizing AI to improve customer service personalization at scale.

Similar to: Big Sur AI, Zendesk, Re:amaze, Gladly.

eDesk is an AI-powered customer service software that is a good alternative to Gorgias due to its AI-powered automations, personalization, and detailed reporting features.

Top Features

• With eDesk, you can set up a unified smart inbox that consolidates queries from all channels.
• You can associate each customer message with the order and full order history.
• AI-powered automation and personalization - from AI-driven summaries to sentiment analysis.
• Comprehensive customer view with context of your shoppers' history and conversation timeline.

Pricing

eDesk has 2 ways of pricing its product:

• User-Based: $89/agent/month with most features includes and $119/agent/month with AI capabilities.

There's also a plan for Enterprises and Agencies where you have to book a demo to get to the pricing.

• Ticket-Based: Pricing is based on the number of customer conversations, including all features.

Example: $369/month for 1,000 tickets.

Note: You can also add ''Ava'', their AI virtual agent, for an additional $34/month.

Pros and Cons

✅ Advanced AI capabilities and an AI-fuelled virtual agent.

✅ Customer view with historical data.

✅ Easy to use for both customers and agents, as per reviews.

❌ Can get expensive - not well-suited for small brands.

❌ Some features, such as their To-Do tabs, might be confusing at first.

Improve customer satisfaction & conversion rate with Big Sur AI

Some customers would still prefer the convenience of having a human conversation in-store instead of ordering from a website.

With AI's advancing capabilities, we can bring these shopping assistant-like conversations to our websites and help our clients choose the right product.

Gorgias and other alternatives, such as eDesk and Gladly, offer their customers a more traditional experience.

They require you to hire agents to answer queries, and the costs can stack up fast if you're a brand that gets many tickets.

Some affordable alternatives on the market, such as Freshdesk, can get you started from as low as $15 a month.

If you're looking for a way to help nudge your customers through their buying funnel, give Big Sur AI a go.