Business owners understand how important customer service is. In fact, it’s the cornerstone for success; without happy clients, your company can’t grow and expand. Therefore, you must focus on choosing the best communication tools. Live chat apps offer many benefits, but there are countless solutions available. Which one is right for you?
Crisp Chat and Gorgias are popular customer support tools in the live chat world. Here is a brief overview of each product:
- Gorgias is a customer service management tool designed specifically for online stores. It helps companies deliver help to customers within minutes.
- Crisp Chat offers live chat solutions with many tools and features to help you gain more customers. There are many ways to personalize the messages, such as adding emojis and files.
Today, we will compare Gorgias and Crisp Chat, helping you understand their differences and similarities. This article will focus on the features, pricing, reviews from others, and more. Let’s dive in!
Feature Comparison
It’s important to meet your customers where they are, which means having live chat solutions available on the platform they use. You’ll start with your website because these people are looking at products and may have questions.
Typically, you’ll focus on the features of each live chat solution because these things will make your life easier. Take a look at the ones to consider below:
User Interface and Ease of Use
If you own an eCommerce website, your goal is to improve the customer’s online shopping experience. There are many ways to do this, but having a streamlined user interface and an easy-to-use site are simple and effective.
Gorgias has a streamlined and intuitive interface. The dashboard is user-friendly, which will make it easy to navigate and quickly access the tools your team needs.
Alternatively, Crisp Chat prioritizes a simple design, so you’ll have a clean interface. Therefore, agents can quickly respond to client concerns and manage chats effectively.
Overall, both platforms focus on simplicity. Regardless of what you choose, agents will be able to help customers without a steep learning curve.
Core Features
The core features of any live chat app are crucial because your team will use them all the time. Making sure it has what you need will help you assist customers quickly.
With Gorgias, you’ll enjoy these core features:
- Automated chat routing based on the rules you create
- Chat customization
- Integrations with many eCommerce and CRM platforms
- Advanced analytics to track performance
Crisp Chat, by comparison, offers:
- Real-time chat monitoring
- Unlimited agents (regardless of your plan)
- Ability to use canned responses for efficient messaging
- Integration with many social media platforms and website builders
Check out our feature comparison table to get a better idea of what each live chat solution offers:
| Platform Name | Features Available |
| Gorgias | One inbox for every conversation Personalize responses with rich customer data Automate customer support needs Ability to create onsite campaigns Can easily offer unique discounts Various integrations |
| Crisp Chat | Build your own chat widget CRM for knowledge-based articles Ticketing system to help customers Automated conversations through a personalized chatbot Shared inbox Create your own campaigns |
Integration and Compatibility
Most business owners use specific tools for various things. Instead of revamping the entire system, your live chat product should integrate and be compatible with other software options.
Luckily, Gorgias seamlessly integrates with CRM and eCommerce systems like Magento, Zendesk, and Shopify. You can also use it with Gmail, NetSuite, ShipBob, and more.
The integration options available in Crisp Chat include WooCommerce, WordPress, Shopify, Zoho, Salesforce, Hubspot, Instagram, and many more. Overall, this long list allows you to use whatever software products you like.
In comparison, Gorgias primarily focuses on eCommerce and CRM integrations, which is great for your business. However, Crisp Chat is more compatible with a broader list of tools.
Customization and Branding
Everyone wants to ensure their live chat solutions have the same look and feel as the rest of the website. Therefore, branding and customization are crucial.
Choosing Gorgias will give you many customization options. You can tailor the chat widgets and responses to align with your branding needs.
Similarly, Crisp Chat offers flexibility with branding because you can customize the chat widgets, create personalized agent profiles, and be consistent across the board. This will help customers immediately know that they’re talking to someone from your company.
Regardless of the platform you choose, there are many ways to customize the chats. However, Gorgias might be slightly better in this area because it provides more sophisticated personalization options.
Performance and Reliability
Let’s see how Gorgias and Crisp Chat compare in terms of reliability and performance:
Performance Metrics
Gorgias is well-known for being reliable and offering robust performance metrics. It’s easy for you to guarantee fast response times, and the system won’t bog down while you’re handling multiple chats during peak periods.
Alternatively, Crisp Chat also focuses on responsiveness and speed. Overall, it uses proactive monitoring and has an optimized server to ensure that your customers get help quickly and efficiently.
Over 14,500 brands use Gorgias to determine what the team is doing in real time and who’s working on specific projects. Similarly, Crisp Chat has over 500,000 users each month. They can all see agent performances and monitor everything as it happens.
Pricing and Value for Money
While you can try Gorgias for free, you’ll need to pay for a plan to get all the features. Likewise, it’s based on how many tickets you get each month.
For example, the Starter plan might be best if your online store receives 20 support tickets each month, which costs $10/mo. Alternatively, those with 2,000 will need the Pro option, which is $360/mo.
Crisp Chat has a more streamlined pricing plan in place, which includes:
- Basic – This is a forever-free plan offering two seats, a website chat widget, and many core features.
- Pro – The Pro plan costs $25/month/workspace and is suitable for startups. You’ll get everything in Basic, along with a custom domain, shortcuts, and four seats.
- Unlimited – The Unlimited plan costs $95/month/workspace and is ideal for companies that want all the features. You’ll get 20 seats, 50,000 contacts, and everything from the other tier levels.
- Enterprise – Large-scale companies may need dedicated features, personalized SLAs, and custom onboarding solutions. The Enterprise plan is available, but you must request a demo.
Overall, Gorgias has a lower value-for-money ratio here because the tiers are based solely on how many tickets you get. This can fluctuate throughout the year, causing you to spend more unnecessarily.
Alternatively, Crisp Chat has a better value-for-money ratio because you can upgrade as your company grows, successfully scaling without spending as much.
Customer Support and Resources
Gorgias offers comprehensive customer support options. You have access to dedicated account managers, email, live chat, and other channels. Similarly, there are many tutorials to help you find the information necessary.
However, Crisp Chat also offers email and live chat customer support solutions. Plus, you’ll find a community forum and knowledge base. This can help you research issues without contacting a representative.
User Feedback and Review
Most customers claim that Gorgias is great because of its robust analytical tools and integration capabilities. Still, the advanced features can take time to learn.
Users often praise Crisp Chat because it offers responsive support and is easy to use. However, the lower-tier plans usually have fewer features available.
Consider Another Alternative Live Chat App: Chatway
If you’re looking for a different live chat app, Chatway could be the best solution. It offers various features, such as extensive reporting tools, multi-language support options, and AI-powered chatbots.
You’ll find competitive pricing with Chatway. Ultimately, it has a forever-free plan, and the Pro tier level is only $9/agent/month.
Conclusion
There are many customer service trends to consider, but live chat is one of the best options. Gorgias and Crisp Chat both offer advantages depending on your needs.
Primarily, Gorgias excels in CRM integration and analytics, so it’s great for companies that want more detailed customer insights. Alternatively, Crisp Chat is compatible with many apps and has a forever-free plan, so it’s ideal for smaller businesses and startups.
It’s wise to try out both platforms using the free trials available. However, if they don’t measure up, check out Chatway.
