Live chat solutions are crucial for customer service because these apps help companies assist people when they need it. Potential clients can enjoy real-time conversations with brand representatives anytime, ensuring that they get practical information quickly and efficiently.

Likewise, you need helpdesk solutions for your company to help customers deal with technical issues on your website or social media apps. Integrating your systems to provide more automation will improve your business operations and prioritize issues to fix them faster.

This article will help you compare Gorgias and Smartsupp, two of the most popular helpdesk and live chat solutions on the market. Let’s get started!

Feature Comparison

It’s important to understand the features available from both platforms. Companies can use live chat functionality for websites, social media networks, and more. 

Gorgias

Gorgias offers these live chat features:

• Chat Widget Customization – With Gorgias, you can customize your chat widget to match your company’s logo and styling. Plus, it’s easy to turn it into a customer service center to create self-service flows and decrease requests. Users can quickly assist themselves without needing to create a ticket. 
• Chat Routing and Agent Assignment Functionality – It’s easy to route chat requests to the best agent. In fact, you can automate the whole process, guiding the conversation to the right person for the job. 
• Canned Responses, Chat History, and File Sharing – You can easily promote your products by sharing files and links directly in the chat. Plus, canned responses are possible, allowing you to free up agents for more difficult tickets and assignments. As you build your clientele, the history function shows you how often a potential client starts chatting and why.
• Mobile App for Agents and Customers – Many companies want to make life easier for their employees and customers. Gorgias is available as an app for Android and iOS devices, offering push notifications that can be turned on and off as needed. 

Smartsupp

Smartsupp includes these live chat features:

• Chat Widget Customization – If you choose Smartsupp, you’ll enjoy a customizable widget. Everyone will be part of the brand in practice and in presence. Add your logo, change the colors, and make it your own. It’s even possible to adapt to various languages right within the system.
• Chat Routing and Agent Assignment Functionality – With Smartsupp, you can also route chats to specific agents. In many cases, you have employees with different levels of care and specialization. Choose one who will provide the best support to your customer in their hour of need.
• Canned Responses, Chat History, and File Sharing – Chat apps usually offer canned responses, and Smartsupp is no different. Plus, it provides a shared inbox, allowing you to keep all your messages in one area. Histories are also available, so new agents can see what customers have asked or said in the past. Ultimately, file sharing is also included, allowing employees to provide information right in the app.
• Mobile App for Agents and Customers – Whether your agents are working remotely or tied into the company’s network, they can help customers with their problems. You’ll never miss a sales opportunity with the mobile app, which is available for employees and potential clients.

Helpdesk Features

Now, let’s focus on the helpdesk features of both platforms.

Gorgias

If you’re hoping to automate things while using AI to boost the customer’s experience, Gorgias might be the best solution. You’ll find many helpdesk features, such as:

• Ticketing System Functionality – It is easy to create tickets and assign them to specific agents. Likewise, you can prioritize them based on specific situations you set up. When collaboration is needed, quickly talk to other employees and decide on the best course of action.
• Integration with eCommerce Platforms – Gorgias integrates with various eCommerce apps, such as Digioh, 411Gen, Stay Ai, Daasity Analytics, PostCo, Mesa, Shopify, Subscriptions by Loop, ShipInsure, Magento, WooCommerce, BigCommerce, and more.
• Customer Data Management and Reporting – It’s easy to manage customer data, whether by phone, social media, chat, or email. You’ll be able to cancel orders, make updates, and refund money with ease. Likewise, Gorgias offers various reporting tools, and you can also use integrations for more information.

Smartsupp

Let’s see how Smartsupp compares to Gorgias in the helpdesk functionality area now:

• Ticketing System Functionality – Ultimately, Smartsupp isn’t a helpdesk in the traditional sense. Therefore, you don’t create tickets. However, you can assign chats to specific agents and prioritize them based on their level of need. 
• Integration with eCommerce Platforms – Smartsupp integrates with various eCommerce platforms, such as Shopify, WordPress, Clevero, Wix, BigCommerce, Shoptec, Instapage, Shopware, Mozello, Squarespace, and Magento.
• Customer Data Management and Reporting – Managing your customer’s data is essential, and Smartsupp makes it easy. Tags allow you to organize messages and send them to the appropriate agent. Likewise, you can generate reports to showcase your team’s statistics. Set up other metrics and collect key information, such as names, email addresses, operating systems, locations, the number of visits to the site, and more.

Additional Features

While the main features of both products have already been covered, it’s important to note any others that might tip the scales for you and your business. These include:

Gorgias

• Ability to start the conversation, messaging first to provide proactive support
• Doesn’t affect site speed, which prevents bounce-backs
• Offers auto-reply functionality
• Includes social media integrations for Instagram, Facebook, and more

Smartsupp

• Quick setup within two minutes
• Includes a conversational AI chatbot
• Allows you to offer merchandise recommendations
• Easily provide discounts and special offers within the chat

Pricing Comparison

Before choosing a live chat and helpdesk app, it’s important to learn about each product’s pricing.

Gorgias has three plans:

• Starter – This costs $10/month and gives you 50 tickets. You’ll also get three user seats, limited integrations, self-onboarding services, email support, and a few more perks.
• Basic – This costs $60/month for 300 tickets. You’ll receive up to 500 user seats, 150 active integrations, in-product self-onboarding services, and support by chat and email.
• Pro – Upgrading to Pro costs $360/month for 2,000 tickets. You’ll enjoy many of the same perks, though there are unlimited social media channels, and you have more revenue and support reporting tools available.
• Advanced – This costs $900/month for 5,000 tickets. You’ll enjoy user permissions, team management, revenue stats, full onboarding, and a dedicated success manager.
• Enterprise – This is customizable based on your needs. You must contact the company for a quote.

Smartsupp also offers four plans:

• Free – The forever-free plan is ideal if you’re trying live chat and includes various communication channels for one agent. You can also have 50 conversations per month, one automatic message, and a conversation history of 14 days.
• Standard – This costs $28/month and is suitable for early-stage businesses. It upgrades you to one year of histories, three agents, and more perks.
• Pro – This costs $60/month and is designed for small customer care teams. You can have three agents, unlimited conversations, and histories of up to three years.
• Ultimate – This is customized to your needs, so you must contact the company for a quote.

Use Case Scenarios

Developing strategies to help you grow your business and acquire customers should definitely include a helpdesk with live chat functionality. Below, you’ll see a user scenario for each platform:

Gorgias might be the best solution if you run a complex eCommerce store and have a high number of customers who require support. Alternatively, Smartsupp could be a better fit for a smaller business that only needs basic live chat services.

If you’re looking for a versatile live chat app that offers robust features without overwhelming complexity, then you should consider Chatway.

Try Chatway 

Chatway is a modern live chat app that offers a suite of amazing features for free. With a stunning array of features and an unbeatable price tag of free, Chatway is revolutionizing customer engagement. Chatway offers real-time communication that’s both effortless for your team and delightful for your customers.

Some of Chatway’s top-of-the-line features include: 

Limitless Conversations: Engage with website visitors and customers without constraints. Chatway empowers you to handle unlimited chats, a standout feature tailored for budget-conscious businesses.

Structured Communication: Organize chats effortlessly using tags, custom data, and categories. Group conversations by topic, customer location, or assigned agent for streamlined management.

Instant Message Management: Never miss a customer inquiry with real-time notifications. Receive alerts via email, web browser, or mobile app, ensuring prompt responses and heightened customer engagement.

Scalable Support Team: Equip multiple agents to handle chats concurrently, particularly beneficial during peak hours for efficient customer service management.

Chat Assignment: Match chats with the most qualified agents based on expertise or availability, ensuring customers connect with the best-suited support for swift issue resolution.

Supervisory Oversight: Supervisors can monitor ongoing chats and intervene when necessary, ensuring consistent delivery of high-quality customer service.

Actionable Insights: Harness valuable analytics insights into live chat activity with Chatway. Track metrics like resolved vs. unresolved chats, total chats within a timeframe, and more.

Unified Communication Hub: Seamlessly integrate Chatway with existing email and Facebook Messenger accounts. Consolidate all customer conversations within a unified platform for streamlined communication.

Mobile-Enabled Support: Empower agents to stay connected and responsive on-the-go with Chatway’s mobile app. Access and manage chats anytime, anywhere, ensuring continuous engagement with your customers.

Conclusion

Ultimately, each live chat platform is there to help you streamline communication. It’s important to choose a live chat/helpdesk platform that meets your needs. Therefore, you should focus on ease of use, customer support quality, and features. We recommend trying Gorgias, Smartsupp or Chatway using the free plans/trials available to help you make an informed decision.