The best help desk for Ecommerce
Gorgias vs Shopify Inbox: Choose The Support Tool That Unites All Your Channels
Choose Gorgias to unite all your support channels and order management into one powerful inbox, supercharged with ecommerce automations to make your team more efficient.
Find all your customer interactions in one unified inbox
Shopify Inbox is a live chat with limited other features. The only other channels are 3rd-party Facebook and Instagram DMs (which will disappear in July 2023). This means you’ll spend time manually checking other channels (like email, Facebook, and Instagram) and risk letting messages fall through the cracks.
Gorgias makes your team more efficient by bringing email, live chat, SMS, Voice, Facebook Messenger, Facebook comments, Instagram DMs, Instagram comments, and WhatsApp into one smart, shared inbox.
Before Gorgias, we had huge issues with keeping on top of all the platforms not associated with email or chat — constantly switching between different tabs and apps. Having all customer support and social media channels funneled to one spot makes it infinitely easier for your customer support team to focus, and do their jobs professionally and with less frustration.
Easily update Shopify orders without switching tabs
Shopify Inbox is made by Shopify, but Gorgias actually has the best Shopify integration. Shopify Inbox can only pull customer information from Shopify into responses, but it can’t update orders in Shopify.
In Gorgias, you can pull customer info into tickets — plus cancel, update, and create Shopify orders. You can even up Gorgias Macros (aka templates or canned responses) to automatically trigger these kinds of actions upon sending.
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.
Connect all your to ecommerce apps (so you don’t need 10 tabs open)
Shopify Inbox only integrates with 5 other chat apps. By contrast, Gorgias 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.
See Gorgias in action to compare it with Shopify Inbox
Gorgias is a comprehensive customer service platform for ecommerce stores. On top of similar live chat features to Shopify Inbox, Gorgias lets you manage support tickets on email, social media channels, SMS, phone, and more from one powerful inbox.
Plus, Gorgias offers advanced features, like prioritizing tickets, automating repetitive tasks, generating reports about your team’s performance, and much more.
Shopify Inbox is an intuitive, customizable live chat app that’s available to Shopify stores for free. If you’re a very small business looking for a straightforward live chat app, Shopify Inbox is a great choice.
However, Shopify Inbox is limited to live chat, and growing ecommerce stores may need a more robust solution for customer support to get to the next level.
How Gorgias helps you boost revenue from customer experience
Find all the customer information you need in one centralized view 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!
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). Larger plans get dedicated Onboarding and Success Managers, while smaller plans get in-app onboarding, full access to Gorgias Academy, and help from our fast-acting 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.
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 Shopify Inbox pricing
Shopify Inbox is a free live chat tool, while the Gorgias is a robust helpdesk (or customer support ticketing system) starting at $10 per month. While Gorgias has the more expensive sticker price, it’s like comparing apples and oranges — well, more like apples and an entire fruit salad.
Choose a tool for your growth goals
Shopify Inbox is a great option for solopreneurs with next-to-no customer support volume. If you don’t have any dedicated team members or budget for support (and don’t plan on that any time soon), then Shopify Inbox is a great tool to add to your Shopify store.
But if you plan on growing your business, getting started on Gorgias for $10/month is a worthy investment.
Gorgias offers the same chat and conversion functionality as Shopify Inbox, built into a helpdesk that also connects to your other channels. This improves your response times and never lets a customer message fall through the cracks — so you can improve customer satisfaction and customer loyalty.
Gorgias also offers multiple pricing tiers, so you don’t have to change tools and lose all your historical customer data as you grow.