The best help desk for Ecommerce
Gorgias vs Front: Pick The Tool That Helps Ecommerce Brands Grow
Gorgias helps online stores get more done, so they can do more for their customers. All your support channels, order management, and automations in one powerful inbox — to provide quick support on basic issues and save time for high-impact interactions.
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Easily update orders without switching tabs
With Front, you have to keep at least two tabs open. One for Front, where you respond to messages, and one on your online store, where you look up customer info (like order numbers and addresses) make changes (like refunds and order edits). This ends up delaying your team’s responses, and leaves room for errors.
Gorgias is a one-tab tool. You can pull customer info into your responses automatically, and cancel, update, and create Shopify orders without switching tabs. Gorgias Macros (aka templates or canned responses) even have functionality to automatically trigger these kinds of actions upon sending, with 0 extra clicks.
After migrating to Gorgias, we saw a 40% increase in agent productivity. It's an amazing tooI. I'd recommend Gorgias to anyone that is highly focused on the overall customer experience.
Save time for complex questions by deflecting repetitive ones
Front doesn’t have the capacity to deflect simple, repetitive questions. If you want to offer more human support, you need to automate transactional questions, so you have time to focus on more complex issues:
- Where is my order?
- Can I get a refund?
- What’s your shipping policy?
Gorgias lets you automate these questions that require instant answers. This frees your team to spend time on conversations that actually need a human touch.
With automation, we can do more with less. Using automation definitely relieves our pressure from being a small team and going into overtime over the holidays or at any given time we have a sale.
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Plug your ecommerce apps into Gorgias (so you don’t need 10 tabs open)
Front is a simple messaging tool, and that’s about it. It doesn’t integrate with any ecommerce tools other than Shopify (and even that integration is very shallow).
By contrast, Gorgias deeply integrates with over 100 of the most used apps for online stores, like Klaviyo, Attentive, ReCharge, Yotpo, and Shipbob.
These plug-ins make your customer information easier to access, and lets you trigger changes in apps (like updating subscriptions or granting loyalty points) within Gorgias.
Given the different channels we use, our laptops would have 10 different tabs open. It was difficult to get a cohesive view of the customer. But with Gorgias + Recharge, we see all information in one window and have better visibility into the customer to manage their subscription, saving us a ton of time.
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See Gorgias in action to compare it with Front
Front is an innovative tool that lets teams collaborate over emails and other customer communications.
This is great for SaaS, professional services, and other B2B industries that require a lot of internal discussion before sending messages to customers. It’s also a great option for Customer Success and Sales teams, that need a lot of discussion around delicate clients.
Other than collaborative messaging, Front doesn’t offer many features for Customer Support or ecommerce, like order management or self-service.
Gorgias is a comprehensive customer service platform for ecommerce customer support teams. It unites your store’s email, live chat, social media, SMS, Voice and WhatsApp into one shared inbox.
Plus, it connects to your online store and offers features to make daily ecommerce processes (like refunding and tracking customer orders) possible in just a couple of clicks.
Plus, Gorgias offers advanced features specifically for cusotmer support teams, like prioritizing tickets, building customer help centers, and generating reports about your team’s performance, and much more.
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How Gorgias helps you boost revenue from customer experience
Spend less time switching tabs to find customer information and make updates. Offer personalized support much faster thanks to:
- Customer info centralized from all your ecommerce apps to give personalized answers, fast
- Templates that auto-fill customer information and automatically update their orders
- Automatic ticket tagging, assigning, and prioritizing (so you can focus on delighting customers)
Gorgias helps us satisfy our customers. It has become like a storefront for us. It's where we centralize all customer conversation, greet our customers, answer their questions, fix problems, and get insights to inform our future. We would recommend Gorgias to other ecommerce businesses, as it makes your life easier, and it's an absolute breeze to set up!
Merchants who take full advantage of Gorgias’ Automation Add-on and ticket routing deflect up to 40% of tickets, saving time for sensitive, complex, and high-impact customer questions, thanks to:
- Automated FAQs and workflows
- Self-service order tracking in your chat widget (so customers don’t have to ask you about order status)
- Customizable autoresponders (that can also trigger order actions through the Shopify integration)
Automating low-stakes, high-volume tickets lets my team focus on meaningful, personalized conversations and boosted our CSAT to 4.77
Gorgias can automatically identify, tag, and assign tickets based on a number of factors:
- Past orders: Prioritize customers who you know are big spenders at your store
- Channel: Respond to shoppers in real-time on live chat or SMS
- Pre-sales questions: Flag tickets from customers considering a purchase
- Escalations: Help angry customers they post negative reviews or social media posts
Being able to filter and sort tickets in Gorgias to highlight urgent requests, or segment VIP customers with high lifetime value, is really important to us. It enables our customer service agents to quickly identify who to help first.
Gorgias’s customer service team works 24/7 and has response times of under 9 minutes (for chat) and 12 hours (for email). All plans get support during migration and onboarding, and Advanced and Enterprise plans get a dedicated Success Manager.
And with our ecommerce customer service focus, the Gorgias team has seen (and solved) your biggest problems with hundreds of other brands.
The support team is phenomenal. Any question you have, any issue that needs addressing, they get on it and give you a resolution as quickly as possible. And every person I have dealt with from demos of the product to training and support has been amazing to work with.
Get detailed analytics about the revenue your team earns for your Shopify store and the types of support (and automated interactions) that lead to sales.
These insights help support teams make a strong impact on the company’s bottom line and prove your ROI to company leaders.
Customer support teams using Gorgias generated over $1 billion in 2021.
In Gorgias, you can see what kind of ticket actually generated each piece of revenue. You can see what conversation you had with the customer that made them want to purchase.
Gorgias vs Front pricing: Seats vs tickets
Gorgias pricing is based on tickets, not user seats.
Front’s pricing is based on the number of user seats, which separates your customer support team (and all the valuable feedback they can access) from the rest of the company.
Our per-ticket pricing model is based on feedback from ecommerce founders who want to:
- Invite Marketing, Product, and Website teams to get insights and feedback directly from customers to improve the product and CX
- Add new agents (and outsourced agents) at no extra charge, during busy seasons and periods of growth
- Tag technical support or other non-CX team members directly in Gorgias instead of chasing them down on another tool and copy/pasting their answer
Why Gorgias is better for smaller teams than Front
Front has pricing tiers for small teams starting at $20/month — but its features aren’t built for small teams. If you have a small team, Front’s extensive team collaboration features aren’t as relevant.
You’ll still have to respond to each message one at a time, copy/pasting information and updating orders manually in your store.
Gorgias’s set of self-service features and automation is more valuable for small teams, because it helps you answer a high volume of questions with little-to-no effort per ticket.
This is only possible because it connects with your online store, pulling in the necessary customer information to provide personalized responses, automatically sending the message, and making the appropriate updates (like refunding an order or editing a shipping address). Gorgias is available starting at only $10/month.