Live chat tools are important for success. These are ideal for digital marketers, agencies, and any kind of business.

You can easily upgrade your customer service quality with live chat platforms. Before, you would have to get a big team to work with customers and their concerns. Today, you can seamlessly handle everything.

Two of the best live chat tools out there are Gorgias and LiveAgent. Gorgias focuses on AI agents to improve customer experience, whereas LiveAgent gives teams a comprehensive set of tools to get higher resolution rates and save time.

Which platform is better? Read on and find out!

Why Are We Making This Comparison?

Adopting live chat technology isn’t easy. Some platforms come with a learning curve that may be too overwhelming for teams. Through this comparison, we’ll look at Gorgias and LiveAgent to help you decide.

Both platforms are great for handling customer support, but they may have a couple of extra features that may make one of them more attractive for your business.

We made our comparison with certain criteria in mind:

• Ease of use
• Features
• Integrations
• Customization
• Performance
• Pricing
• Value for money
• Customer support
• Reviews

By the time you’re finished reading, you’ll know everything necessary to pick one out of the two options.

Gorgias vs. LiveAgent: Which One Is Better for You?

Let’s get started with the comparison! Below, you’ll find a detailed explanation of how each platform works. 

Feature Comparison

Here, we’ll cover everything from the user interface to customization options. This will help you determine if any of these platforms is a decent fit for your team.

User Interface and Ease of Use

Both user interfaces are simple enough to use. You’ll get a wide dashboard where you can access your inbox and other tools.

Gorgias focuses on simplicity rather than beauty. Even though it doesn’t look like anything special, it still offers everything in a way that even beginners will be able to learn easily.

There’s not much to say about Gorgias other than it works.

LiveAgent takes a similar approach in the “simplicity” area, although it looks more colorful compared to Gorgias. Several features are labeled with bright and distinguishable colors, allowing you to understand how everything works.

Both options will give you a great experience, so it all comes down to taste. 

Core Features

Here’s an overview of the key features offered by Gorgias and LiveAgent:

As you can see, the biggest strength of Gorgias is that it focuses heavily on AI. While this is great if you want to make your work simpler, it may be harder to set up. 

LiveAgent, on the other hand, seems to be much easier to understand and use from the beginning. You won’t have to spend too many hours learning how to set up rules and prompts if you don’t want to. It also has AI features you can play with, although they’re not as big as the ones from Gorgias. Also, they’re only available in certain plans.

Integration and Compatibility

Gorgias works with most of the major e-commerce platforms, including Magneto and Shopify. You may check out the company’s “App Store” to find out all the products compatible with it.

As for LiveAgent, it has a considerable number of integrations ranging from WhatsApp to Shopify and Mailchimp.

Both options give you a more-than-decent range of integrations to make the transition easier. However, we believe that LiveAgent has a more “robust” selection, making it more appealing to customers.

Customization and Branding

Gorgias offers a simple yet effective way to customize your chats. By going to your settings, you can change/adjust your:

• Chat title
• Intro messages
• Colors
• Fonts
• Company logos
• Agent avatars
• Chatbots
• Launcher icons
• Widget positions
• Chat dimensions

LiveAgent allows you to customize your chat experience in two ways. The first one is by using pre-defined UI themes. It requires no coding skills and allows you to set up your chats in the way you want, including chat buttons, contact forms, customer portals, etc.

On the other hand, you can use custom HTML/CSS/JS coding to create the ideal experience according to your needs.

What about branding? Gorgias allows you to set your company’s branding up without any problems. LiveAgent, unfortunately, charges extra for that.

Performance and Reliability

Both Gorgias and LiveAgent are responsive. You won’t have to worry about slow loading times or screen freezes.

We didn’t have any issues when testing these platforms. If you’re wondering how the platforms affect your team and business, you can check out their respective “Statistics” menus. They’ll tell you all the information you should know to maintain or improve performance rates.

It’s safe to say that both platforms are reliable and offer great results.

Pricing and Value for Money

Are any of these products worth your money? Find out in this section!

Pricing Plans

Gorgias pricing isn’t categorized in “plans.” Instead, it gives you a custom price depending on what you want.

You also get a free trial regardless of the tools you want to work with, which is great news.

LiveAgent does work with plans. It gives you four paid ones and a free option. 

Like with Gorgias, you get a free trial for every plan.

It’s hard to tell which is more expensive or affordable since they have different pricing methods. Depending on the features you get, Gorgias could be slightly more expensive than LiveAgent in some cases.

Value Proposition

Gorgias offers many different plans according to your needs. You can easily adjust your package based on your company’s size, and the website will tell you how much you’ll pay, as well as how much ROI you’re expected to get monthly.

LiveAgent gives you a decent set of features in every plan, even if you get the “Small” one. The main benefit here is that you have access to a “Free” account. It may not have many features, but it allows you to get started with no strings attached.

Although both options offer excellent value for money, Gorgias seems to offer a wider variety of options based on what you want. Both tools allow you to calculate your monthly ROI, so that’s also something that could help you decide. 

Gorgias, however, calculates ROI for you on the pricing page. LiveAgent doesn’t.

Customer Support and Resources

Support Channels

Gorgias has two contact channels: Tickets and virtual chat support. LiveAgent also works with a ticket system and virtual chat.

If you’re using the ticket system, you’ll have to include your name, email, and message to get in touch with the team.

There’s not much room for comparison here, as both options offer the same channels.

Documentation and Learning Resources

Gorgias has “Gorgias Academy,” which is full of courses, certifications, and events to consider if you want to maximize productivity with the platform. There are also a few webinars you can sign up for.

LiveAgent has the “Support Portal” and “LiveAgent Academy.” In both, you can get all the information you need to use the platform. This academy seems to have more content for users compared to Gorgias.

Something we should also point out is that Gorgias has its own community where you can talk to other members. LiveAgent doesn’t seem to have one.

User Feedback and Reviews

What do people say about Gorgias and LiveAgent? Here’s an overview:

Customer Reviews and Ratings

Gorgias has an average of 4.5 stars. The websites used for reference include G2, GetApp, Trustpilot, and more. People praise its unique and effective automation features, although a few users have complained about its pricing and learning curve.

LiveAgent also has an average rating of 4.5 stars across different websites like G2 and Trustpilot. Most users praise its ease of use and pricing. Some people, however, criticize it for having too many graphics in its interface.

Are There Any Alternative Chat Apps to Consider?

There are many customer support options to consider, even if you’re handling a small business. Whether you’re looking for customizable support or better engagement rates, there are plenty of benefits to get from chat apps.

What if you’re not convinced with either of the programs mentioned? You could try Chatway. 

Chatway is a powerful messaging app that allows you to streamline communication and create personalized experiences for all your customers.

Some of its unique features include:

• Live chat
• Multilingual support
• Analytics tools
• Segmentation
• Mobile compatibility
• Customization
• Canned responses
• Multi-platform support

Chatway’s “FREE” plan is perfect for small teams getting started with live chat support. If you want more, get the “PRO” plan for only $9 per agent/mo. There’s also a 14-day free trial available if you’re interested.

Conclusion

There are plenty of methods to improve your customer’s shopping experience. A chat app is only one of them. By choosing the right platform, you’re paving your way to success.

Both platforms have something unique to bring to the table, allowing you to avoid customer service mistakes and encourage feedback, among other things.

Consider Gorgias if you’re willing to take the time to learn how the AI and “Rule” features work. On the other hand, you may pick LiveAgent if you want something powerful yet simple to use from the moment you pick it up.

Remember, both programs have a free trial available, so you can try them out with no strings attached. 

We also suggest you try out Chatway if you want a third option to take into consideration when searching for the ideal fit.