Selecting the right customer support platform is a critical decision that can make or break your customer communication strategy. It’s about finding a tool that aligns seamlessly with your business needs. Zendesk and Gorgias are two of the biggest names in the game.

Zendesk is a versatile tool used across industries, from tech startups to airlines. Gorgias, on the other hand, is laser-focused on e-commerce, built to make life easier for busy online store owners with its deep Shopify integration. Both platforms offer features that can support a business's growth by providing scalable solutions and seamless integrations.

So the real question isn’t just “which is better?”. It’s “which one is better for you?” Let’s break it down.

Why customer service tools matter now more than ever

Customer service tools aren’t just about answering emails anymore, they're the heartbeat of your brand’s relationship with its customers. In a world where people expect instant replies and personal treatment across every channel, from Facebook DMs to website live chat, businesses need tools that do more than just keep up, they need tools that think ahead.

Modern platforms now unify these touchpoints, turning scattered conversations into a single customer journey. The right tool doesn’t just support your team, it makes them look like superheroes. And in a market where one bad support experience can lose you a customer for life, that edge is everything.

Overview of Zendesk

Key features of Zendesk

Zendesk is like a handy tool for customer service, offering a diverse range of features that make handling customer questions much easier. It has features that make handling customer questions much easier. A support agent can effectively use these features to manage customer interactions and ensure a seamless communication experience.

Its ticketing system keeps customer issues organised, so you don’t have to guess what’s wrong. Multi-channel support lets you talk to customers through email, social media, or other platforms.

Self-service knowledge bases let customers find answers on their own. This saves your team from answering the same question over and over.

Analytics and dashboards show how your support is doing, helping you notice patterns quickly. Automation and workflows handle boring tasks, so your team can focus on solving real problems. Plus, you can customise Zendesk to fit your business needs.

Here’s a quick look at Zendesk’s features:

Target audience for Zendesk

Zendesk works for all kinds of businesses. Whether you own a small shop or run a big company, Zendesk can help. It’s especially useful for businesses with lots of customer interactions, like airlines, banks, or tech companies.

Here’s who Zendesk is best for:

• Demographics:

  • Age: Young workers to experienced managers.

  • Income: Middle to high earners.

  • Job titles: Customer service leaders, CX managers, and IT experts.

• Business Profiles:

  • Company size: From small startups to big corporations.

  • Industry: E-commerce, finance, healthcare, and more.

  • Revenue: From small budgets to billion-dollar companies.

If keeping customers happy is your goal, Zendesk is a great choice.

Strengths of Zendesk

Zendesk shines by making customer service faster and smarter. Its ticket tools help you see trends in customer happiness, so you can improve your strategies. For example, Lakrids by Bülow, a candy company, improved customer satisfaction by 9% using Zendesk’s analytics.

Zendesk’s AI tools are also a big plus. About 79% of agents say AI helps them work better. Personalisation is another strength, 88% of CX leaders say it’s key for loyalty, and Zendesk delivers this well.

Zendesk is also very flexible. Whether you’re using chat, phone, or email, it keeps everything neat and easy to access.

Overview of Gorgias

Key features of Gorgias

Gorgias is like a toolbox for online stores with deep Shopify integration. It has many features to make customer service easier. You can also create reminders to resolve customer issues and maintain communication without overwhelming customers with too much information. That’s what Gorgias does best.

Here’s a simple look at its top features:

Its inbox combines messages from email, social media, and live chat in one place. You won’t lose any chats, it’s all organised and ready to use.

Target audience for Gorgias

If you sell things online, Gorgias is perfect for you. It’s made for businesses that need special tools for online customer service, especially those on various e-commerce platforms. Whether you sell handmade crafts or work for a big brand like Steve Madden, Gorgias can help.

Here’s who uses Gorgias:

From small teams with under 50 workers to medium-sized companies, Gorgias fits many businesses. It’s popular in places like the U.S., Australia, and the U.K. If you’re in retail, clothing, or food, Gorgias is a great choice.

Strengths of Gorgias

Gorgias isn’t just good for e-commerce, it’s amazing. With its seamless integration with ecommerce platforms like Shopify and Magento, it helps online stores do better. You can manage orders, give refunds, and send discounts all in one place.

Here’s why Gorgias is awesome:

• It works well with Shopify, WooCommerce, and Magento, making it great for online sellers.

• The inbox keeps all messages together, so you can reply faster and keep customers happy.

• Automation saves time by doing simple tasks, so your team can focus on harder problems.

• Its user-friendly interface enhances ease of setup and is particularly beneficial for support teams.

With $70M ARR by 2024 and over 15,000 users, Gorgias proves its value. Its AI can solve up to 60% of emails, making work easier for your team and faster for your customers.

If Zendesk vs Gorgias were a contest, Gorgias would win for online stores.

Detailed comparison

Pricing comparison

Zendesk and Gorgias have very different ways of charging. Zendesk uses a tiered pricing model, charging for each agent you add to your team. This means the more people you have, the higher the cost. Gorgias charges based on how many tickets your customers send. If your customers send lots of messages, Gorgias can get expensive.

Pricing Zendesk is straightforward, operating on a per-agent basis, which can be simpler to manage compared to platforms with hidden fees.

Here’s a simple look at their pricing plans:

Zendesk’s cheapest plan is good for small teams. But as your team grows, costs can rise quickly. Gorgias works well for e-commerce stores with steady ticket numbers. Just make sure your customers don’t send random messages for fun.

Features comparison

Zendesk and Gorgias both offer useful tools with advanced features that enhance usability and functionality, but they serve different needs. Zendesk is like a multi-tool that works for many industries. Gorgias is more focused on helping online stores. Automated responses play a significant role in both platforms, streamlining operations and improving efficiency.

Here’s a quick comparison:

Zendesk connects with tools like Salesforce and Slack. It also lets you customise features to fit your business. This makes it great for companies with unique needs.

Gorgias is perfect for online sellers. It works well with Shopify, WooCommerce, and Magento. But its customisation options are limited, which might not suit non-e-commerce businesses.

Scalability comparison

Zendesk and Gorgias handle growth differently. Zendesk works for all kinds of businesses, big or small, supporting the business's growth. Gorgias focuses on helping e-commerce stores grow. Choosing the right tool is crucial for streamlining customer support processes and enhancing productivity.

• Zendesk: Its reports can be adjusted to show data for specific times. This is helpful for businesses with complex needs. But its wide range of features might feel overwhelming for simpler tasks.

• Gorgias: It uses automation to save time while keeping conversations good. Tools like sentiment analysis and IVR make it a smart choice for online stores. But it’s less useful for businesses outside retail.

Both platforms aim to solve tickets quickly. While this helps agents work faster, it can sometimes rush customer interactions. Nobody likes feeling hurried, except during big sales like Black Friday.

Choosing between Zendesk and Gorgias depends on your business type. Zendesk is great for all industries. Gorgias is best for online stores looking to grow.

Integrations comparison

Zendesk and Gorgias handle integrations very differently. Zendesk connects with over 1,530 tools, making it great for businesses using many systems. It works with big names like Jira, Salesforce, and Slack.

Gorgias, however, focuses on fewer but important integrations. With around 93 options, it’s perfect for online stores. It connects smoothly with Shopify, Certainly, and Smartrr. These tools help manage orders, track customers, and automate refunds. Various tools integrate with these e-commerce platforms, providing capabilities and limitations that help businesses make informed decisions. Gorgias is like a simple toolbox—it has just what you need.

Zendesk’s many integrations create a connected system for businesses. This is helpful for companies using lots of tools. Gorgias, while smaller in number, focuses on what e-commerce businesses need most. Its e-commerce integrations enable seamless tracking of customer queries and order details, enhancing visitor tracking and analytics.

Multi-channel Support

Multichannel support is a critical feature of customer service software, enabling businesses to provide seamless support across multiple channels. This feature allows support teams to manage customer queries from a single platform, ensuring efficient and effective customer support operations.

Both Gorgias and Zendesk offer multichannel support, but they differ in their approach and functionality. Gorgias is specifically designed for e-commerce businesses, providing deep integration with e-commerce platforms like Shopify.

This makes it an excellent choice for online stores looking to streamline their customer service operations. Zendesk, on the other hand, offers a more comprehensive suite of tools, catering to a broader range of businesses.

Its multichannel support is robust, allowing businesses to manage customer interactions across various platforms, from social media to email and phone support. This flexibility makes Zendesk a versatile option for businesses of all sizes and industries.

Multilingual Support

Multilingual support is another essential feature of customer service software, enabling businesses to cater to a global customer base. This feature allows support agents to communicate with customers in their preferred language, improving customer experience and brand loyalty.

Both Gorgias and Zendesk offer multilingual support, but Zendesk’s support for over 40 languages makes it a more attractive option for businesses with a global presence. This extensive language support ensures that businesses can provide personalised and effective customer service to a diverse audience, enhancing customer satisfaction and loyalty.

Gorgias, while also offering multilingual support, may not match the extensive language options provided by Zendesk, making Zendesk a better choice for businesses looking to expand their global reach.

Suitability for e-commerce and other industries

The choice between Zendesk and Gorgias depends on your business type. Zendesk works for many industries, like healthcare and hotels. It helps with tasks like answering patient questions or booking rooms. Its flexibility makes it a favourite for businesses with different needs in the e-commerce industry and beyond.

Gorgias is made for online stores. It works well with Shopify and WooCommerce, helping with customer questions, refunds, and even selling more products. For example, during a Black Friday sale, Gorgias can handle lots of customer messages easily. This makes it particularly suitable for e-commerce stores, offering features that integrate seamlessly with popular e-commerce platforms.

Here’s a simple breakdown:

• Zendesk: Great for all kinds of businesses. It’s flexible and works for companies big or small.

• Gorgias: Best for online stores. It solves problems unique to e-commerce, like managing many tickets or automating tasks.

In the Zendesk vs Gorgias debate, your choice depends on your needs. Zendesk is best for businesses in many industries. Gorgias is ideal for e-commerce. Both tools make customer service easier, so you can focus on what matters most.

Pros and Cons

Advantages of Zendesk

Zendesk is a helpful customer service tool with key features that enhance support. It has many features to make work easier. The ticketing system keeps customer questions organised, so you won’t feel lost in a sea of messages. Its multi-channel support lets you manage emails, social media, and live chats all in one place. You’ll feel like a pro handling everything smoothly.

AI-powered tools play a significant role in automation, enhancing efficiency by automating responses and streamlining processes. Automation is a big plus. It does boring tasks for you, so your team can focus on real problems. Zendesk also gives detailed reports to show trends and improve service.

Zendesk is also very flexible. Whether you’re a small shop or a big company, it adjusts to your needs.

Disadvantages of Zendesk

Zendesk isn’t perfect and has some downsides. Zendesk's integration can be cumbersome and requires additional setup between platforms. The cost can go up quickly as you add more team members.

Unlike Zendesk, some competitors offer more seamless integrations and pricing advantages. The interface can be tricky for beginners. It might feel like using a complicated machine when you just need something simple.

Setting up automation and workflows can be hard if you’re not tech-savvy. Small businesses might find some features too advanced. Sometimes, having fewer options is actually better.

Advantages of Gorgias

Gorgias is great for online stores. As a leading customer support software, it’s made to help e-commerce businesses work better. It connects easily with Shopify, WooCommerce, and Magento.

The dashboard is super useful. You can see how happy customers are, how fast your team replies, and even how much money your support brings in.

A chat widget enables customers to quickly reach out for assistance, inquire about products, and engage in real-time communication, enhancing the overall customer experience. Gorgias also lets you check your team’s performance in real-time.

Automation is another strong point. Gorgias handles simple tasks like refunds and order updates. This gives your team more time for harder problems.

Disadvantages of Gorgias

Gorgias is great for online stores, but it’s not perfect. One potential disadvantage is the lack of 'future reference' in customer service interactions, which can hinder the efficiency of resolving queries. There are a few things to watch out for before choosing it.

• Ticket-based pricing issues: Gorgias charges based on tickets or customer interactions. This seems fine until busy times like Black Friday or Christmas. Tickets can add up quickly, and so can the costs. Extra fees might surprise you, making budgeting harder.

• Proactive support costs more: Sending messages to customers first increases your ticket count. This means you pay more for being proactive.

• Email delivery problems: If you don’t use G-Suite, emails might not send properly. Important messages could get lost, like a letter that never reaches its destination.

• Expensive for Shopify users: Managing multiple Shopify stores with Gorgias can be costly. Some users feel the price is too high for what they get.

• Zendesk integration challenges: Zendesk integration requires additional setup and is more time-consuming compared to Gorgias, which offers a more streamlined process for viewing and modifying customer orders.

Gorgias has many strengths, but these issues might not suit every business. It’s a helpful tool, but knowing its limits will help you decide if it’s right for you.

Recommendations

Best scenarios for choosing Zendesk

Zendesk is great when your business feels busy and complex, especially when understanding customer behaviour is a key consideration. If you handle emails, social media, and live chats, Zendesk keeps it all neat. Additionally, Zendesk helps manage support across multiple communication channels, ensuring responses are made within the same channel customers initiate contact.

Here’s when Zendesk works best:

• You run a SaaS company or sell digital subscriptions. Zendesk helps keep customers happy and engaged.

• Your business is in healthcare, finance, or travel. Zendesk adjusts to different needs, like booking flights or answering health questions.

• You need reports to track how your team is doing. Zendesk’s dashboards help you find trends quickly, like spotting a fast-moving object.

Real examples show this. Riot Games used Zendesk to improve support for gamers. They also trained their team to be more professional and effective. If your business needs flexibility and smart tools, Zendesk is a great choice.

Best scenarios for choosing Gorgias

Gorgias is perfect for e-commerce platforms. Gorgias is particularly suitable for e-commerce stores, offering features that integrate seamlessly with popular platforms like Shopify, WooCommerce, and BigCommerce.

Here’s when Gorgias is the right pick:

1. You run an online shop and need quick customer service. Gorgias works well with Shopify, Magento, and BigCommerce.

2. Your team wants to save time by automating answers. Gorgias’ chatbots and pre-made replies handle simple questions easily.

3. You use SMS tools like Postscript or SMSBump. Gorgias creates tickets for every reply, so no message is missed.

Gorgias doesn’t just help with customer service, it boosts sales too. It tracks which chats lead to purchases, making it great for growing revenue. If you sell online, Gorgias is like finding the perfect tool that fits your needs and works smoothly.

Cue’s role in improving customer service

Why pick Cue instead of Zendesk or Gorgias?

Customer support software is a key consideration when choosing a platform for managing customer interactions. Cue is different from other platforms like Zendesk and Gorgias. It offers a fresh way to handle customer service.

Helpdesk software plays a crucial role in efficiently managing customer inquiries. Cue makes work easier by automating boring tasks. This lets your team focus on helping customers and solving tricky problems.

Security is another strong point for Cue. It maintains robust data protection with GDPR compliance for European customers and POPIA compliance for South African businesses, ensuring customer information is secured with enterprise-grade encryption.

Here’s a quick look at why Cue is great:

While Zendesk and Gorgias each have their strengths, Cue offers a different approach that addresses some common pain points in customer service platforms.

Cue's main features

Cue has tools that integrate with various e-commerce platforms, making it a versatile choice for all kinds of businesses. Whether you’re small or growing, Cue can make your customer service better. Additionally, its advanced features enhance usability and functionality, providing robust support for complex workflows.

1. AI-Powered Chatbots: These bots answer simple questions fast. They free up your team for harder tasks.

2. Live Chat Integration: Talk to customers instantly on WhatsApp, Messenger, or web chat.

3. Omnichannel Support: Cue puts all your chats in one place. No more switching between tabs to find messages.

4. Customisable Workflows: Change processes to fit your business. Cue adjusts to you, not the other way around.

5. Analytics and Reporting: Learn about customer habits and team performance.

6. Dynamic Ticket Assignment: Sends tickets to the right team member automatically.

Cue’s features don’t just make work easier, they make it faster, smarter, and more fun for everyone involved.

Cue pricing

Cue’s pricing is simple and clear. Unlike others with tricky fees, Cue keeps it easy to understand with a tiered pricing approach that accommodates businesses of various sizes and requirements. You won’t need to do hard math to figure out your costs.

Cue has plans that grow with your business. Whether you’re just starting or already growing, there’s a plan for you. Unlike Zendesk, which operates on a per-agent basis, Cue offers straightforward pricing without hidden fees or extra charges as your customer base grows.

Cue’s prices give you great value without costing too much.

Unlike Zendesk’s per-agent fees or Gorgias’ ticket-based costs, Cue avoids surprise charges. You’ll know exactly what you’re paying for.

Cue’s pricing is made to help your business grow while saving money. It’s a win-win that lets you focus on keeping your customers happy.

Cue in the real world

Cue’s real-world impact shines through our work with Payflex, a leading buy-now-pay-later provider. By adopting Cue’s AI-powered agents and omnichannel support, Payflex reduced customer query response times by 83%, delivering near-instant replies across WhatsApp, web chat, and more. This efficiency drove a 76% drop in cost per resolution.

Cue’s no-code automation and integrations with Hubspot and Shopify streamlined Payflex’s operations, cutting manual tasks and boosting productivity. Unlike Gorgias or Zendesk, which often require technical expertise.

Cue’s intuitive platform allowed Payflex to automate repetitive inquiries and create custom chatbot flows effortlessly. With 100% of queries now handled through Cue’s platform, Payflex delivers fast, personalised, and cost-effective customer service, proving Cue’s value as a modern, AI-driven alternative.

Conclusion

Your business deserves tools that fit like a glove, not a one-size-fits-all solution. Do you need flexibility, e-commerce magic, or a dash of AI brilliance? Cue offers all that and more. Get a free demo today to see how Cue can help elevate your customer service teams.

Frequently asked questions

Can I use Gorgias if I don’t have an online store?

It works, but it’s not ideal. Gorgias is built for the e-commerce industry. Zendesk or Cue might suit you better if you're not selling online. These tools cater to various e-commerce platforms, offering features and integrations specifically designed for businesses using platforms like Shopify and WooCommerce.

Is Cue better than Zendesk and Gorgias?

Both Zendesk and Gorgias are strong contenders in customer support solutions. Cue combines the best of both worlds. Cue automates tasks, integrates with WhatsApp, and works across industries. When comparing Gorgias, Zendesk, Cue stands out by adding that extra sparkle.

How does pricing compare between these platforms?

Tiered pricing is a flexible approach that accommodates businesses of various sizes and requirements, allowing teams to choose a plan that best fits their needs. Zendesk charges per agent, Gorgias charges per ticket, and Cue keeps it simple. Pricing Zendesk operates on a per-agent basis, offering a straightforward structure without hidden fees or extra charges as the number of customers increases. Think of Zendesk as a buffet, Gorgias as à la carte, and Cue as an all-inclusive holiday, with no surprise costs.