Gorgias vs Help Scout: Top Differences & Similarities
Posted: Wed Dec 04, 2024 8:29 am
95 percent of consumers say that customer service is essential 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 two leading customer service software in the market, i.e., Gorgias & Help Scout. Read through the article to understand their strengths and shortcomings and find the one best suited to your requirements.
While Gorgias is explicitly built for ecommerce canada mobile phone number list merchants, Help Scout serves a variety of industries including ecommerce. 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.
In this article
Overview
Top Differences between Gorgias & Help Scout
Top Similarities between Gorgias & Help Scout
Customer Reviews
Common FAQs
Looking for better options but at an affordable cost?
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.
Help Scout is a clutter-free customer service software that helps companies have meaningful conversations with customers. It’s another easy one-size-fits-all solution that matches your expectations when it comes to managing customer service. It has all the features you need to greatly enhance your productivity and save you countless business hours.
Looking for a Help Scout alternative that’s tailor-made for Shopify?
Unlike Intercom, DelightChat is custom-built for Shopify where you can seamlessly manage support channels like FB comments & IG DMs from one screen.
Learn more
Top Differences between Gorgias & Help Scout
Ecommerce Viability
If you’re running a Shopify store, you need tools that integrate with that platform deeply. This helps to have all the necessary functionality readily available to the ecommerce business owner.
Gorgias is built for ecommerce and they integrate 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.
Help Scout, although one of the top customer service software, isn’t specifically designed for ecommerce companies. Although they have two apps listed on Shopify, it barely does anything other than responding to customer queries (which you could do with any app).
Ecommerce Viability: Gorgias
| Help Scout 
Order Modification
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, Help Scout doesn’t work that well. Its integration with Shopify is very surface-level – you can view customer details and last orders but you can’t modify orders from the dashboard and nor does it direct you to the correct link on Shopify (which DelightChat does).
Shopify Integration: Gorgias | Help Scout
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. On Help Scout, you can manage support on live chat & email, but they don’t have direct FB/IG integration, which puts them at a disadvantage.
Ecommerce Tool 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.
Gorgias integrates with a host of software that you might use to run your ecommerce business. Yotpo, Klaviyo, Postscript, Channel Reply, and pretty much any tool you can think of - Gorgias has got you covered.
Even though Help Scout commands over 30 integrations, it still lacks relevant integrations, i.e., tools that ecommerce brands use daily.
Integrations: Gorgias | Help Scout
Query Intent Detection
Anything 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 comes with a sentiment detection feature that uses machine learning to detect 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 Help Scout, you can create rule-based workflows based on if-then-when conditions, but it doesn’t auto-detect the customer query’s intent.
Query Intent detection: Gorgias | Help Scout
Posts & Ad Comments
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 to respond to those comments and fast.
Help Scout doesn’t support responding to comments on Facebook or Instagram.
However, Gorgias allows you to respond to comments from posts and ads in one place after you’ve integrated your brand accounts on Facebook & Instagram.
Reply to Insta/FB Comments: Gorgias | Help Scout
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 Shopify, WooCommerce, BigCommerce, Squarespace & Magento.
Here’s a breakdown of the platforms that both tools integrate with:
As per the above table, Gorgias supports Shopify, Magento & BigCommerce but doesn’t support WooCommerce & Squarespace.
Although Help Scout integrates with all of these platforms except BigCommerce, the integrations are very rudimentary and aren’t as deep as Gorgias’ integration with Shopify.
Knowledge Base
A knowledge base on your website helps your customers quickly find answers they’re looking for without contacting customer service.
Help Scout comes equipped with a knowledge base feature where you could add all the necessary FAQ questions that your customers ask regularly.
Gorgias is at a loss here as it doesn’t have this feature, but you can integrate Gorgias with Helpdocs, a knowledge base software.
Help Center Page: Help Scout | Gorgias
Reminders
This feature is used when you are expecting a response from any other subject, department, etc. It prevents you from providing full information to your customer. Sometimes you want to make sure that a customer has their issue resolved and perform a follow-up in case they don't reply first.
While Gorgias has an established reminder system, Help Scout falls behind.
Reminders: Gorgias | Help Scout
Pricing
Gorgias pricing 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.
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 two leading customer service software in the market, i.e., Gorgias & Help Scout. Read through the article to understand their strengths and shortcomings and find the one best suited to your requirements.
While Gorgias is explicitly built for ecommerce canada mobile phone number list merchants, Help Scout serves a variety of industries including ecommerce. 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.
In this article
Overview
Top Differences between Gorgias & Help Scout
Top Similarities between Gorgias & Help Scout
Customer Reviews
Common FAQs
Looking for better options but at an affordable cost?
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.
Help Scout is a clutter-free customer service software that helps companies have meaningful conversations with customers. It’s another easy one-size-fits-all solution that matches your expectations when it comes to managing customer service. It has all the features you need to greatly enhance your productivity and save you countless business hours.
Looking for a Help Scout alternative that’s tailor-made for Shopify?
Unlike Intercom, DelightChat is custom-built for Shopify where you can seamlessly manage support channels like FB comments & IG DMs from one screen.
Learn moreTop Differences between Gorgias & Help Scout
Ecommerce Viability
If you’re running a Shopify store, you need tools that integrate with that platform deeply. This helps to have all the necessary functionality readily available to the ecommerce business owner.
Gorgias is built for ecommerce and they integrate 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.
Help Scout, although one of the top customer service software, isn’t specifically designed for ecommerce companies. Although they have two apps listed on Shopify, it barely does anything other than responding to customer queries (which you could do with any app).
Ecommerce Viability: Gorgias
| Help Scout 
Order Modification
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, Help Scout doesn’t work that well. Its integration with Shopify is very surface-level – you can view customer details and last orders but you can’t modify orders from the dashboard and nor does it direct you to the correct link on Shopify (which DelightChat does).
Shopify Integration: Gorgias
| Help Scout 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. On Help Scout, you can manage support on live chat & email, but they don’t have direct FB/IG integration, which puts them at a disadvantage.
Ecommerce Tool 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.
Gorgias integrates with a host of software that you might use to run your ecommerce business. Yotpo, Klaviyo, Postscript, Channel Reply, and pretty much any tool you can think of - Gorgias has got you covered.
Even though Help Scout commands over 30 integrations, it still lacks relevant integrations, i.e., tools that ecommerce brands use daily.
Integrations: Gorgias
| Help Scout Query Intent Detection
Anything 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 comes with a sentiment detection feature that uses machine learning to detect 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 Help Scout, you can create rule-based workflows based on if-then-when conditions, but it doesn’t auto-detect the customer query’s intent.
Query Intent detection: Gorgias
| Help Scout Posts & Ad Comments
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 to respond to those comments and fast.
Help Scout doesn’t support responding to comments on Facebook or Instagram.
However, Gorgias allows you to respond to comments from posts and ads in one place after you’ve integrated your brand accounts on Facebook & Instagram.
Reply to Insta/FB Comments: Gorgias
| Help Scout 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 Shopify, WooCommerce, BigCommerce, Squarespace & Magento.
Here’s a breakdown of the platforms that both tools integrate with:
As per the above table, Gorgias supports Shopify, Magento & BigCommerce but doesn’t support WooCommerce & Squarespace.
Although Help Scout integrates with all of these platforms except BigCommerce, the integrations are very rudimentary and aren’t as deep as Gorgias’ integration with Shopify.
Knowledge Base
A knowledge base on your website helps your customers quickly find answers they’re looking for without contacting customer service.
Help Scout comes equipped with a knowledge base feature where you could add all the necessary FAQ questions that your customers ask regularly.
Gorgias is at a loss here as it doesn’t have this feature, but you can integrate Gorgias with Helpdocs, a knowledge base software.
Help Center Page: Help Scout
| Gorgias Reminders
This feature is used when you are expecting a response from any other subject, department, etc. It prevents you from providing full information to your customer. Sometimes you want to make sure that a customer has their issue resolved and perform a follow-up in case they don't reply first.
While Gorgias has an established reminder system, Help Scout falls behind.
Reminders: Gorgias
| Help Scout Pricing
Gorgias pricing 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.