Gorgias vs Help Scout: Choose the Tool Built For Ecommerce CX and Sales

Choose Gorgias to stop tab-shuffling and copy-pasting. Gorgias brings all your channels, customer info, and order management into one efficient view — saving you time and delighting your customers.

Gorgias is used daily by
14,098
+ DTC brands

Talk to customers on 3x more channels

Help Scout only lets you manage email and live chat conversations (and Facebook DMs, only on some plans). Any other channels require third-party integrations that aren’t supported by the main tool.

Gorgias natively integrates with email, live chat, SMS, Voice, Facebook Messenger, Facebook comments, Instagram DMs, Instagram comments, and WhatsApp. All in one smart, powerful inbox.

I just wish the program [Help Scout] did all the things. Our company switched to Gorgias since we have employees working from home. Now phone, chat and email is all integrated together in one place.
Shopify App Store Review

Become 30% more efficient

Help Scout’s Shopify integration is very surface-level: You can only see basic customer information, but can’t refund, cancel, or create new orders within Help Scout.

Gorgias’s deep Shopify integration can pull more customer information into tickets, and manage orders without switching in and out of Gorgias.

Ecommerce agents resolve tickets 30% faster on Gorgias than other helpdesks, according to a 2022 study from a customer support agency.

Gorgias is the best support platform for businesses running on Shopify. The deep Shopify integrations are an invaluable part of our support process and save us countless hours a month.
Italic
Shopify App Store Review

Deeper plug-ins to ecommerce apps (so you don’t need 10 tabs open)

Help Scout only integrates with 10 ecommerce apps, leaving out key tools like Klaviyo, Yotpo, ShipBob, Postscript, and Recharge.

Gorgias prioritizes deep API integrations with over 100 ecommerce apps that power up your helpdesk software with:

  • Detailed customer information. Manage loyalty status, past reviews, and subscription details.
  • Seamless conversations between Marketing and Support. Turn SMS/email marketing replies into tickets to keep the entire customer conversion in one thread.
  • Easy, instant changes. Update orders, subscription status, and more 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.
Uqora
Shopify App Store Review

See why ecommerce brands choose Gorgias over Help Scout

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See Gorgias in action to compare it with Help Scout

What’s the difference between Gorgias and Help Scout?

The main difference between Gorgias and Help Scout is that Help Scout is built for small startups, whereas Gorgias is 100% focused on ecommerce companies of every size.

Gorgias is customer service software exclusively for ecommerce brands. Other industries should not use it.

The product is built around Shopify, other ecommerce platforms (like BigCommerce and Magento), and the needs of ecommerce merchants. You can manage conversations on all your channels and manage orders with Gorgias.

Every feature on our product roadmap helps online stores answer customer queries quickly, build better relationships with customers, and drive more sales.

Help Scout is for small businesses in every industry. It’s basic enough for anyone in any industry to pick up and use.

The major tradeoff is lack of depth. You sacrifice industry-specific features that save your team time, satisfy customers, and boost sales and loyalty.

For example, Help Scout doesn’t support most social media channels without setting up custom automation on Zapier, and its integrations with Shopify and other ecommerce platforms are very shallow.

All your channels.
Support customers over email, live chat, social media, SMS, voice, WhatsApp, and more.
Manage orders within Gorgias.
Easily cancel, refund, and create orders without leaving the ticket view.
Shopify actions in Macros.
Automatically perform actions (like refunds, adress changes, etc.) in Shopify when sending a message.
Deeper integrations with your ecommerce apps.
Connect with apps like Klaviyo, ReCharge, BOLD, Recart, and Attentive to share data and reduce tab-switching.
Advanced ecommerce reporting.
All your essential metrics, plus revenue, segmented by channel or tag.
Automatically interpret messages and suggest responses.
Gorgias detects message intents and suggest relevant Macros to speed up your agents and improve the tool’s ease of use.
Exclusively builds ecommerce features.
Our product roadmap is 100% based on feedback and requests from ecommerce brands.
Limited channels.
Lose native support for Instagram, Facebook comments, WhatsApp, and more.
Have to leave Help Scout to update orders.
This slows down your support team and leaves room for errors.
Macros only pull customer information.
Macros can only pull customer info (which Gorgias can do). All follow-up actions must be done manually.
Integrations for more industries.
Help Scout prioritizes non-ecommerce apps like Salesforce and Jira, and only connects to 10 ecommerce apps.
“Their reports — 0% accuracy.”
At least, that’s according to one former user.
UX slows down agents.
Most of Support agents spend more time manually clicking between tabs and copy/pasting information.
De-prioritizes ecommerce.
Many of Help Scout's features aren’t relevant for ecommerce, cluttering your experience.
Read more about
Help Scout
features

Learn more about merchants using Gorgias to grow

How Gorgias helps you boost revenue from customer experience

Find all the customer information you need in one window without switching tabs. 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!
Loop

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 questions, thanks to:

  • Automated FAQs and workflows
  • Self-service order tracking in your chat widget
  • 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
Joone

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.
Oger

Gorgias’s customer service team works around the clock to respond in under 9 minutes (for chat) and 12 hours (for email). Larger plans get a dedicated Onboarding and Success Manager, and smaller plans have access to in-app onboarding, Gorgias academy, and our helpful support team.

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.
Comfort One Shoes

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.
Topicals
Provide fast, personalized service

Find all the customer information you need in one window without switching tabs. 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!
Loop Earplugs
Auto-respond to recurring tickets

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 questions, thanks to:

  • Automated FAQs and workflows
  • Self-service order tracking in your chat widget
  • 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
Joone
Prioritize high-value tickets

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.
Oger
Get 24/7 support from Gorgias’s ecommerce experts

Gorgias’s customer service team works around the clock to respond in under 9 minutes (for chat) and 12 hours (for email). Larger plans get a dedicated Onboarding and Success Manager, and smaller plans have access to in-app onboarding, Gorgias academy, and our helpful support team.

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.
Oger
Measure performance and ROI

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.
Topicals

Gorgias vs Help Scout pricing: Seats vs tickets

Gorgias pricing is based on tickets, not users: We don’t charge per seat, so your whole team can obsess over CX.

Help Scout's pricing model makes you pay per user seat, siloing and limiting growth of your CX team.

We made this decision based on feedback from ecommerce business owners who want to:

  1. Invite Marketing, Product, and Website teams to get insights and feedback directly from customers to improve the product and CX
  2. Add new agents (and outsourced agents) at no extra charge, during busy seasons and periods of growth
  3. 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

Choose a helpdesk based on your future growth and ROI

Both tools have low-cost tiers: Help Scout starts at $20/user per month, and Gorgias starts at $10 per month (for up to 3 users). But the cost of your choice is much more complicated than the sticker price.

Help Scout is an issue-resolution tool that helps you answer questions on email and live chat. Other channels like social, SMS, and WhatsApp are not natively supported.

Gorgias is a truly omnichannel helpdesk that empowers your team to resolve tickets, generate sales, and report on the revenue your team earns.

Even at the lowest tier, you can connect all your channels, process order updates, auto-tag and prioritize tickets, and much more.

Frequently asked questions

Who uses Help Scout?
Is Gorgias or Help Scout better for small businesses?
Is Gorgias a CRM? Is Help Scout a CRM?
Does Gorgias support custom fields?
Who are Help Scout biggest competitors?
What is the advantage of using Help Scout?
What channels do Gorgias and Help Scout offer?

Join the 14,098 +brands that use Gorgias every day

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