Competition for customers is getting tougher with each passing day. The advance of technology means that small businesses are now able to go toe-to-toe with industry giants when it comes to providing a unique customer experience on their online platforms.
That is where customer experience (CX) platforms such as 3CX and Gorgias come into play. Each of these live chat platforms creates an intuitive and engaging environment in which customers can enjoy their shopping.
However, it is not easy to decide between 3CX vs Gorgias when choosing a live chat solution. This article will look at each platform’s features, performance, pricing, and user feedback to help you decide which one is best suited for your needs. Read on to find out more. 3CX and Gorgias
3CX vs Gorgias: Feature Comparison
The list of features that a platform has is very important when deciding whether or not it is worth investing in, especially for a small business that cannot afford to go over its budget. As such, the comparison between 3CX and Gorgias will start with a look at the following attributes:
1. User Interface and Ease of Use
Unsurprisingly, as two platforms that have been making waves in 2024, both 3CX and Gorgias provide a very smooth and streamlined user experience. The interface on both platforms is designed to make it as easy as possible for you to navigate from one feature to the other.
As such, choosing between the two is more a matter of taste rather than ease of use. 3CX has a bold and modern look to its webpage, while Gorgias opts for a light and relaxed touch. Either of these styles would be great, depending on the type of business you do.
2. Core Features
The following are some of the important features that you will find on the 3CX platform:
- Wide range of app integration
- Phone directory
- Call logging
- Headset integration
- Multi-level IVR
- Auto attendant
- Voicemail transcription
- Chat customization
- Chat routing
- Analytics
On the flip side of the coin, Gorgias also has an impressive list of features to offer, such as:
- Centralized interactions
- Automated answers
- Support agents
- Integrations
- Performance tracking
- Canned responses
- Chat monitoring
Looking at these lists, it is clear that 3CX has a slight edge in terms of selection of features. However, they both address different issues within the live chat framework. This means you will have to carefully consider what you need for your business before opting for either choice.
3. Integration and Compatibility
3CX has an impressive range of compatibility options to choose from. As a small business, you will want to make sure that you can reach your customers regardless of which platform they prefer to conduct a live chat from. 3CX gives you access to many of the most popular platforms in use today, and its compatibility means you will not have any problems switching from one option to another.
If it were not for the impressive list of options provided by 3CX, there would be hardly anything to complain about when it comes to Gorgias. Apps such as Ship Up, Call Hippo, and Autopilot are all part of the list of platforms you can join while on the Gorgias platform.
This is clearly a platform that was designed to give you unlimited access to your customers, even if it somewhat pales by comparison next to 3CX.
4. Customization and Branding
Once you install the Gorgias app, you will be able to fully customize it to your needs. The customizable views on Gorgias allow you to boost your team’s efficiency by bringing all the important live chat tools within easy reach. You can also quickly organize tickets based on topics, language, or channel, allowing you to determine which queries to address first.
3CX takes customization to a new level. No detail has been left out. You can customize your chat bubbles to reflect your team’s image or personalize your greeting so that your customers feel special. With so many options to choose from, you can easily design a look that comes across as a much larger business than it is.
5. Performance and Reliability
3CX and Gorgias are among the most responsive live chat tools you will find anywhere on the market. Both platforms have been tailored to ensure that you stay one step ahead of your customers and deliver responses at lightning speed.
With so many businesses choosing to put their faith in these two platforms, it is clear that their reliability is never in doubt. These are two platforms that were designed to get the job done, meaning you can rely on either of them for your small business.
3CX vs Gorgias: Pricing and Value for Money
When investing in a new platform for your company, it is important to have a set budget that you do not exceed, no matter the consequences, so you don’t end up burdening your business by buying unnecessary items.
However, when dealing with prices, also stop and consider the value for money that you are getting. One app may seem a lot more expensive than the other when, in fact, it offers a lot more features to choose from. Consider the following:
- Pricing Plans
3CX will cost you about S1.08 and $1.31 per user per month. This is a very good deal considering the abundance of features you will get. On the other hand, Gorgias starts from $0.36 per ticket ($300 per month for 2000 tickets). Its most expensive option goes for $833 per month.
- Value Proposition
While Gorgias requires a significant cash injection to get started, when you consider how much you are actually paying per ticket, it is the one that offers better value for money compared to 3CX.
As such, if you can afford to pay the hefty amount required upfront, you may be better off choosing this option. If not, 3CX offers a more practical live chat option that requires a smaller initial payment.
3CX vs Gorgias: Customer Support and Resources
Live chat platforms are all about customer support. As such, this is where the bulk of the resources should be focused. The following is a look at how 3CX and Gorgias each fare in this category:
- Support Channels
The Gorgias helpdesk offers an all-in-one support inbox that allows team members to effectively respond to customers. Its automation features allow you to send quick responses before you lose the attention of your audience.
3CX offers a variety of options for responding to customers, such as WhatsApp, live chat, and video conferencing for those customers who may want extensive assistance. This allows your team to provide effective support no matter the situation.
- Documentation and Learning Resources
Both Gorgias and 3CX have an abundant amount of resources that ensure you will have all the information you need about live chat support platforms. You can choose to learn from blogs, webinars, customer stories, the online community, or the help center.
User Feedback and Reviews
On Trustpilot, 3CX has a score of 3.7 stars from about 100 reviews. The majority of the reviewers gave the platform a 5-star rating, which is a sign of how good the platform is. Most of the customers love the ease of use that 3CX provides.
Gorgias has 3.8 starts on Trustpilot from 118 reviews. Again, the response from customers is overwhelmingly positive, with many of them quick to praise the great customer service they received from the platform.
Conclusion
If you are looking for a great live chat platform for your business, 3CX and Gorgias are some of the best options to consider. Chatway, offering a free forever plan, is also another great option to consider. It is packed with features that will take your customer support to the next level.
However, each business has its own particular needs, so it is often best to fully consider what you are looking for in a live chat platform. There are many other platforms besides Chatway, 3CX, and Gorgias that you can consider, so go online and begin your search now.
