Approximately 95 percent of consumers say that customer service is vital for brand loyalty.
Closely tied to brand loyalty is customer service, which can help you increase your revenue and build a 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 compare the two leading ecommerce customer service tools in the market, i.e., Gorgias & Reamaze. Read through the article to understand their strengths and shortcomings and find the one best suited to your requirements.
Both Gorgias and Reamaze are explicitly built for ecommerce merchants, although Reamaze also serves a few other industries. They rival in features, and both have thousands of customers worldwide using the tool to manage their customer service.
We also understand that they are our competitors, and so we have taken the utmost care to provide our readers with an objective analysis while comparing the two tools.
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.
Reamaze is an incredible help desk software for ecommerce brands. It helps your team to resolve customer queries seamlessly. The live chat feature in Reamaze is well-known in the market. It combines email, social media, mobile, and chat conversations seamlessly so your customers can reach you however they want. You can seamlessly collaborate with teammates using assignments, notes, and shared views.
Top Differences Between Gorgias & Reamaze
Supporting Channels
Customers might reach out to you from any channel they prefer, and you need to reply within that channel.
With Gorgias, you can manage support on live chat, email, Facebook & Instagram. Reamaze also allows you to support your customers across those channels, but they got an additional one, i.e., Twitter.
Chatbots
There are times when you might not be around to answer your customer’s queries. But every customer you don’t respond to is a lost opportunity to sell or to delight.
With Reamaze, you can create all sorts of chatbots for different use cases, viz., answer order status related questions, find and reply with relevant FAQs from the knowledge-base, or anything very specific to your ecommerce store.
Unfortunately, Gorgias doesn’t support chatbots. You can configure auto-replies, but that’s nowhere as powerful as chatbots from Reamaze.
Chatbots: Reamaze ✅ | Gorgias ❌
Status Updates
It’s super critical to inform your customers about outages, shipping delays, or scheduled maintenance of your core business systems. It’s vital when that concerns customer orders. In these cases, it’s better to be proactive and inform your customers about the same.
With Reamaze, you can easily update your customers if there’s anything to report. From order delays to refund system malfunctions, you can notify anything with this feature.
This feature isn’t available on Gorgias.
Status Page: Reamaze ✅ | Gorgias ❌
Live Customer Activity Tracking
Imagine if you could see a customer checking a particular product page. What if you could give them a contextual discount right at that moment? The chances of that customer buying the product increase manifold.
Richpanel’s Live feature allows you to monitor your customers in real-time, track their activity, and send a live, contextual message instantly.
Although Gorgias is a powerful tool, it lacks this feature.
Customer Activity Tracking: Reamaze ✅ | Gorgias ❌
Knowledge Base
A knowledge base on your website helps your customers quickly find answers they’re looking for without contacting customer service.
Reamaze comes equipped with a knowledge base feature where you could add all the necessary FAQ questions that your customers ask regularly or they might ask under particular circumstances.
Gorgias is at a loss here as it doesn’t have this feature, but you can integrate Gorgias with Helpdocs, a knowledge base software for ecommerce companies.
Knowledge Base: Reamaze ✅ | Gorgias ❌
Query Intent Detection
Any kind of hack to reduce your burden of responding to support tickets is a big help, especially as support agents get swamped with tickets every day from impatient customers.
Gorgias embraces this sentiment detection feature that uses machine learning to detect simple query intents like shipping, refund, exchange, etc. Furthermore, you can set up tags to direct the question to the right team or simply create automatic replies.
On Reamaze, you can create rule-based intent using Workflow Triggers, but it doesn’t auto-detect the customer query’s intent; it’s manually triggered and not based on machine learning.
ML-based Query Intent Auto-detection: Gorgias ✅ | Reamaze ❌
Pricing
Gorgias comes with four 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.
Reamaze comes with five plans; the lowest one starts at $29/user/month. They have user-based pricing as opposed to Gorgias that flaunts conversation-based pricing. The fun fact here is that Reamaze also got a Startup plan that downloads all the features from its Basic plan but limits active conversations to 500 per month.
If you’re just starting a store and need the necessary support, it makes sense to go with Reamaze as it’s only $29/user/month. If you have more than one person answering support questions, go for the $59/month Startup plan.
Top Similarities Between Gorgias & Reamaze
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.
As we can see from the table, you can use Gorgias & Reamaze on any platform you sell. Be it Shopify, WooCommerce, or Magento - these tools can integrate with your current setup.
ℹ️ Note: For Amazon Seller, you need to either set up email forwarding and custom SMTP for the email address you're using with Amazon or use ChannelReply to integrate your Amazon account seamlessly.
In-depth Reporting
When it comes to Reporting, both Gorgias & Reamaze excel at it. Both tools let you check response times, customer satisfaction score, macros report, and the lot. You can find more information here:
ℹ️ Note: Gorgias has the upper hand since it also tells you revenue statistics, i.e., how much sales your support team is influencing.
Ad Comments - Instagram & Facebook
When you run ads or create posts on Facebook & Instagram, you will get comments. Some of them are support questions, while others might be queries about a product you sell. Either way, you need an easy way to respond to those comments and fast.
Thankfully, both Gorgias & Reamaze allow you to respond to comments on posts and comments on Facebook and Instagram.
ℹ️ Note: Gorgias has limitations on the number of Instagram ads that you can activate simultaneously on Gorgias, depending on your plan.
Multi-store Connections
If you run more than one ecommerce business, it’s quite challenging to manage support for all of them. On top of that, if you have to log-in & log-out multiple times just to respond to a support query, it’s an apparent inconvenience.
Fortunately, both Gorgias & Reamaze support multi-store connections. It means that no matter how many Shopify stores you have, you can manage support for all of them from a single place.
Macros
Macros are pre-made responses you can create to resolve your customer queries faster. Questions like, “Where’s my order?” “What’s the delivery time?” are can be quickly answered with Macros.
Fortunately, both Gorgias & Reamaze support macros and Rules (called Workflow in Reamaze) to help your customers save time and increase productivity.
ℹ️ Note: On Gorgias, you can directly access Dynamic Variables from the drop-down menu, which is super convenient, but on Reamaze, you have to insert them manually.
Multi-channel Support
Both Gorgias & Richpanel offer multi-channel support to help you respond to your customers across multiple channels. You can reply to your customers over email, live chat, Facebook, and Instagram.
ℹ️ Note: Reamaze supports one extra platform, i.e., Twitter.
Easy Access to Customer Information
As a support rep, you know it’s super helpful to have the customer information handy while replying to a query.
Luckily, both Gorgias & Reamaze come equipped with this feature. You can see the customer’s name, email address, order id, and a bunch of other information right on the screen. You can simply refer to that information and reply with proper context.
ℹ️ Note: Reamaze also lets you see a customer’s recent activity owing to the Live feature from Reamaze.
Integrations
As you might already know, integration with other tools is super essential when it comes to managing your day-to-day business seamlessly. On that note, here’s what we found.
The good news is that both Gorgias & Reamaze come with a host of integrations with all the top ecommerce apps you can think of.
Snooze Tickets
Besides the open/close status on tickets, there’s generally an option to snooze a ticket too.
In a scenario where you need more information from another department to respond to a customer, you can temporarily snooze that conversation. In another case, you might be waiting for the customer to respond; you can snooze that ticket for a brief time.
Luckily, both Gorgias & Reamaze comes with the Snooze (called Remind in Reamaze) functionality.
ℹ️ Note: By the looks of it, the snooze feature on Gorgias comes with a better UI along with standard snooze timers like 3 hours, one day, one week, etc.
Modify Orders from the Dashboard
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.
This is why you will like this feature from Gorgias & Reamaze. You can refund, place, edit or cancel an order right from the support dashboard—no need to hop around tabs trying to edit an order.
Collision Detection
Two or more support agents can reply to the same customer message simultaneously, and that’s normal. In such cases, if you aren’t aware of who’s responding to the customer, it might get awkward at best, and at worst, the customer might get confused if two agents reply simultaneously.
Reamaze prevents that with its Agent Collision Detection System. If you reply to the same customer message in a 5-minute window as another agent (or vice versa), Reamaze will hold the reply and alert you of a possible collision through the web UI as soon as you click send. This will give you the option to either delete the redundant reply or post it anyway.
Gorgias also comes with collision detection, but it’s fundamental. It will just show a yellow bar with the agent’s picture on it indicating that the agent is viewing that conversation.
Tags
Tagging a conversation helps you segregate and prioritize tickets. You may want to respond to specific tickets promptly or assign a set to a particular team.
This is a feature that’s available on Gorgias and Reamaze.
Mobile App
If you’re traveling or not in front of the laptop, you can’t respond to customer queries. And every question is a lost opportunity to sell a product or to delight a customer.
Thankfully for us, both Gorgias & Reamaze come with mobile apps for Android & iOS. This will help you respond to your customers on-the-go.
Customer Reviews
Real Customer Reviews: Gorgias
Company: Gent.One
Review: “We were looking for a chat that was able to expand to support multiple channels & brands, and we found that with GORGIAS!”
Company: Sash Bag
Review: “Gorgias customer service is above and beyond the standard tech experience; they are awesome to work with!”
Company: Simple Pledge
Review: “Great App, superb support team - quick response helped us set everything up. The App itself has cool features with Shopify. We are pleased with the system.”
Real Customer Reviews: Reamaze
Company: Sound Sandbox
Review: “Wow! Tightest integration with Shopify I've seen yet. Over the years, we went from FreshDesk to Zendesk to HelpScout and now this app. Every function and detail is so thoroughly thought through, and support is responsive. We're done looking for the perfect help desk software for our small business; we found it. Thanks!”
Company: PEP Cosmetics
Review: “I just started using the app, and it was straightforward to set up. I had a few questions, and customer service was quick and helpful. Overall excellent.”
Company: YOURGREATFINDS
Review: “Ok, I love this app. I've had it for a few weeks and haven't had time to get all of the features working, but my life is already so much easier. Instagram, Facebook, email, and chat all on one dashboard. My customers are responding very well to it, and many more convos are coming in.”
Common FAQs
1. If I just started my ecommerce store, should I go with Gorgias or Reamaze?
Both Gorgias & Reamaze are equipped with all the features to help you manage your store’s customer service. However, if the cost is a constraint, you can start with Reamaze, which offers you a $59/month plan (500 conversations per month).
But both the tools are targeted at enterprises, and their best features are reserved for the expensive plans. In that case, you can take advantage of DelightChat, an ecommerce helpdesk solution built for SME ecommerce & DTC brands.
2. I need a live chat for my site. Which one should I go for?
Although both Gorgias & Reamaze allow you to add a live chat, we recommend going with Reamaze because it’s live chat is quite well-known in the industry. The personalized, self-serve Help Center allows a customer to return items, reschedule the delivery, or cancel an order without the usual hassle.
3. Can I set up Gorgias or Reamaze myself without any help?
Yes, both Gorgias & Reamaze are self-serve tools, and they got extensive documentation for the complicated stuff (if any). Plus, there are enough tutorials on YouTube that help you set up either of the software for your ecommerce store. Additionally, their knowledge base is quite expensive.
Need more options?
Gorgias and Reamaze aren’t the only great support tools for your ecommerce store.
While Gorgias is excellent at supporting multiple ecommerce platforms, has useful features like replying to posts & ad comments, and comes with a vast array of integrations, Gorgias doesn’t support WooCommerce for 32% of ecommerce stores on the internet.
Reamaze is pretty good at handling support queries automatically through their chatbots, but it can get costly as your team size increases.
Lastly, both have pricing plans that might be too expensive for some stores, especially the smaller ones, or earlier in their journey.
If those words resonate with you, perhaps you can take DelightChat for a spin. Here are a few reasons why DelightChat stands out from the competition:
- It is super easy-to-use (like Gmail, Apple Mail, or Messenger, only more powerful).
- It comes armed with all the powerful features an ecommerce brand can expect.
- It is relatively cheap so that it breaks your bank.
Our mission is to empower SME ecommerce & DTC brands with powerful software without breaking the bank. If you are such a brand, DelightChat might be the right customer support software for you.
And in case you want to learn how DelightChat is different from Gorgias & Richpanel, you can refer to the comparison pages here & here.
