Today’s world is fast-paced and primarily digitized, and companies must find a way to use technology in customer service. Luckily, live chat is a viable solution now.

Primarily, live chat helps companies provide real-time support, which drives engagement and enhances user satisfaction. While many customer service trends are still prevalent (and you should use them to retain clients and get repeat business), many tools are available, including Drift and Gorgias.

Gorgias and Drift are two popular options, and each caters to different business models and needs. Our comparison will evaluate and contrast both live chat solutions across various criteria. This will give you the insight necessary to make an informed decision about which tool best suits your requirements. Let’s dive in.

Drift vs Gorgias : Feature Comparison

If you’re like most business owners, you focus on which features the live chat solution has, making sure it meets your needs. Here are a few things to consider:

User Interface and Ease of Use

Drift offers an intuitive and modern user interface that focuses on accessibility and simplicity. You’ll find a clean dashboard with customizable widgets and easily navigable menus. These will help you access necessary functions quickly.

Alternatively, Gorgias provides a more robust interface focusing on eCommerce businesses. Though it has a user-friendly layout, you’ll enjoy more detailed reports and metrics, so this caters to a different demographic.

There are many ways you can improve the customer’s shopping experience, and live chat is certainly one of them. Both platforms focus on ease of use. However, Drift has a minimalist design that appeals to those who want straightforward navigation. Gorgias has more features and deeper insights, which is suitable for data-driven businesses.

Drift vs Gorgias Drift live chat

Core Features

Overall, Drift shines because of its advanced chat customization features. You can easily tailor your messages and chatbots according to your needs. Plus, you’ll find intelligent chat routing, which ensures that the messages quickly reach the right team member. Additionally, the robust analytics offer insights into your customer interactions.

On the other hand, Gorgias excels in offering unlimited agent support. This is ideal if you have a large team. Likewise, the platform includes chat monitoring, so managers can review conversations in real time. You’ll also find canned responses, which can make it easier to deal with simple or often-asked questions.

We’ve broken down the list of features below:

FeatureGorgiasDrift
Chat CustomizationYesYes
Canned ResponsesAdvancedBasic
Chat MonitoringYesLimited
Unlimited AgentsYesNo
AnalyticsModerateComprehensive
Chat RoutingYesYes
Drift vs Gorgias live chat

Integration and Compatibility

Drift integrates well with various marketing automation software options, eCommerce platforms, and CRM tools. Therefore, it’s more versatile and can handle all your business needs.

Gorgias also supports many integrations, particularly with social media platforms and website builders. Overall, you can manage your customer interactions from a centralized location.

Both Gorgias and Drift are compatible with many third-party tools. However, the former is more tailored to eCommerce solutions, while the latter focuses on sales-oriented businesses.

Customization and Branding

Ultimately, Drift provides many ways to customize the chats, so you can adjust the feel and look of your interface to match your brand identity.

While Gorgias also offers branding flexibility, it focuses more on creating specific workflows for eCommerce companies. Therefore, you’ll have something tailored to meet your particular needs.

These platforms offer robust branding capabilities. Drift focuses more on personalization within the chat box. In a sense, it could provide a more engaging experience for customers.

Performance and Reliability

Everyone knows that quick response times are essential in a live chat solution, and Drift delivers. Your customers get immediate assistance, which will improve engagement in the long run.

While Gorgias does offer robust performance metrics, users have said that it lags during peak times. Therefore, this could impact your customer’s experience.

Comparative studies show that Drift outperforms Gorgias when focused on response speed. However, the latter is reliable during normal operating times.

Drift vs Gorgias : Pricing and Value for Money

Overall, Drift offers many pricing plans. The basic tier includes essential features, but you can scale up to comprehensive options and advanced capabilities as the need arises.

With Gorgias, you’ll find a free plan for small teams, though there are also many pricing tiers. Therefore, it might be more accessible for startups and SMBs.

Though Drift is more expensive at the higher tier, Gorgias offers a free plan that is very valuable for small teams. If you have a limited budget and still want quality customer support, it might be the better choice.

Let’s focus on the value proposition in the Drift vs Gorgias debate. The former’s pricing is justified because it offers an excellent user experience and many robust features. This might be the best solution for you if you’re concerned with lead generation and conversions.

Alternatively, Gorgias offers excellent value for eCommerce-model businesses. You’ll like its unlimited agent support option and the many integrations available.

Overall, larger corporations might prefer Drift because of its advanced features. Smaller brands may choose Gorgias because its offerings align better with their needs and budgets.

Customer Support and Resources

You’ll likely have questions and issues when switching to a new live chat solution or setting one up for the first time. It’s important to know how both platforms compare in the Drift vs Gorgias debate:

Support Channels

Drift provides many support channels, such as live chat and email support. Plus, you’ll get helpful and prompt responses when you ask questions.

Gorgias also provides various support options, such as email and live chat. There’s even a dedicated account manager when you choose a premium plan.

Both platforms have excellent customer service reviews, but many say that Drift offers faster response times.

Documentation and Learning Resources

Sometimes, you want to learn about the system on your own. Luckily, Drift offers comprehensive tutorials and documentation, allowing you to get the most from your plan.

Likewise, Gorgias offers many learning resources. However, some people say that there are no detailed guides available for specific features.

Overall, both platforms offer community forums, which are relatively active with information. You can easily find additional support through user-generated solutions and ask for help on the relevant thread.

Drift vs Gorgias : User Feedback and Reviews

Most people say that Gorgias offers many great features and has educational tools that are extremely helpful. Likewise, they mention speedy responses to issues and questions. Others complain that it’s difficult to set everything up, but it provides so many robust features that there’s bound to be a learning curve.

Similarly, Drift users say that the integrations are great, and it’s easy to use. Plus, the reporting feature helps business owners see what is working, which allows them to create the best experience for users. Negative reviews stem from the fact that calendar syncing doesn’t work, the higher tier plans are expensive, and customer service sometimes lacks.

Overall, people say that Drift offers a user-friendly interface and can effectively drive sales. The main complaints focus on prices. Alternatively, Gorgias receives praise for its many integrations and eCommerce features. However, it lags and has a lower performance rating during high-traffic periods.

Consider an Alternative Live Chat App

Though Gorgias and Drift are two popular live chat platforms, Chatway live chat is another notable application that deserves its time in the spotlight. You’ll love its features, such as:

  • Email and Push Notifications
  • Live chat
  • Team collaboration tools
  • Segmentation
  • iOS and Android Mobile Applications
  • Analytics
  • Canned responses
  • Email and messenger integrations
  • Multi-platform support
  • Multilingual support and live translation
  • File sharing and more

Chatway focuses on simplifying customer interactions. Plus, it offers competitive pricing. You’ll find a free plan to test the waters, and the paid tier is affordable. Therefore, it’s an attractive choice for companies on a budget.

Recommended: See how Chatway compares to popular live chat tools

Chatway live chat pricing Drift vs Gorgias

Conclusion

Your website needs to have a live chat button. Drift and Gorgias both offer advantages, though they cater to different types of businesses. The former is suitable for sales-driven brands that want integration capabilities and advanced features. However, the latter is ideal for eCommerce companies with unlimited agents and a strong focus on customer support.

Both of these platforms offer free trials, so you should explore each one to see which options align with your goals. Likewise, Chatway is a viable alternative you may wish to consider, especially if you’re on a budget.