Nowadays, letting your competitors take one step forward on technology improvements means getting outsold. You need to keep up with how the industry moves and look for new ways to catch new customers. Live chats are an excellent way to do that.
However, there are hundreds of live chat tools out there. Taking time to check them all is overwhelming, especially when they offer similar features. We want to make this process easier for you, so we narrowed it down to two options.
LiveChat and Gorgias are well-known customer support tools. Which is the better option? We are here to find out. Dive into this article to get a comprehensive comparison of what these platforms offer.
In this case, the criteria we will use to compare these live chat tools will be:
- Features
- Performance and reliability
- Pricing and value for money
- Customer support resources
- User feedback and reviews
Features
User Interface and Ease of Use
With a minimalist design, LiveChat has a clean and intuitive interface. Even customer support beginners can try it.
Gorgias’ interface is not as beginner-friendly as others. While it has all the information you need, you will have to understand basic to medium marketing terminology to get it.
Overall, LiveChat makes the average customer experience more comfortable and straightforward than its competitor on this page. This also happens due to the number of features Gorgias offers. Sometimes, customers get lost trying to use them all.
Core Features
You will see that though they follow a similar goal, LiveChat and Gorgias have many differences. One of them is the number of features they have and what they are for.
While it has complementary functions, too, most of the features LiveChat offers are related to actual chat tools and messaging channels. That includes tags, file sharing, notifications, canned responses, and chat ratings.
You will, of course, get access to a chat widget when you use this software. It has integrations with Facebook, Instagram for Business, and WhatsApp Business.
The reports and analytics features that LiveChat offers make it easier for marketing teams to track the progress of your campaigns. This includes chat, agent, and customer reports.
When it comes to features, Gorgias takes the lead. The main goal of this company is to have all your customer support inquiries in one place, and it has the resources to achieve it.
We will start with the software’s helpdesk. The idea of this feature is to take all your conversations to the same platform and classify them by where they came from. That way, you can address them all without hopping from one app to another.
Users can create a help center to address common questions and AI workflows to boost efficiency. Speaking of that, Gorgias also has an AI agent that learns your business policies and brand voice to handle repetitive questions automatically.
Thanks to this AI tool, you can leave your human agents to address more complex questions or complaints. To use this feature, you will have to first train it on your brand, let it work, study its progress, and provide feedback to make it more accurate.
Lastly, we have Gorgias’ Convert feature. Here, you will personalize your marketing campaigns, use shopper data to improve them, and track progress with detailed analytics.
Clearly, Gorgias offers more features than LiveChat. Nevertheless, that’s because it tries other things apart from just live chat-related options.
Here is a table with a summary of both tools’ features:
| Platform Name | Features Available |
| LiveChat | Chat tags File sharing Chat notifications Canned responses Chat ratings Reports and analytics |
| Gorgias | Canned responses Helpdesk AI workflows AI agent Convert system Personalized marketing campaigns Tracking and analytics |
Tracking and Analytics
Integration and Compatibility
Integrations with CRM and marketing tools are one of the keys to making the perfect live chat software. Fortunately, the two options we are reviewing today have a fair trade of them.
More specifically, LiveChat has more than 200 integrations. The most important ones include:
- Shopify
- Squarespace
- Mailchimp
- HubSpot
- Zoom
Though it doesn’t have as many integrations as LiveChat, Gorgias still has more than 100 of them. Check these out:
- Shopify
- BigCommerce
- Magento
- Office 365
- Gmail
Now it’s LiveChat’s turn to take the upper hand. However, while it has more integrations than its competitor, both offer the most important ones. Hence, it’s not that big of a deal.
Customization and Branding
Branding-wise, LiveChat gives you basic customization features to make your chat widget match your company’s look. Gorgias, on the other hand, gives you more advanced options to customize both the widget and agent interface.
What LiveChat offers works for most customer support teams. However, you should pick Gorgias if you want to put more work into branding and customization.
Performance and Reliability
When you check online reviews, it’s common to see many people praising how fast and reliable LiveChat is. Gorgias is generally okay, too, but it can lag sometimes. Both options are excellent when they work properly, which is most of the time.
Pricing and Value for Money
Pricing Plans
LiveChat is not an expensive tool, but it’s not as affordable as others on the market. These are its pricing plans:
- Starter – $20/mo
- Team $41/mo
- Business – $59/mo
- Enterprise – Custom
Gorgias doesn’t offer the traditional plan-based system. When you get it, you pay according to the number of tickets you need, and that translates to a specific pricing plan. The starter plan starts from $10/mo and can get to $58/mo.
Since Gorgias follows a different system for pricing, it’s difficult to make a fair comparison. LiveChat’s most affordable plan is not as cost-effective as its competitor’s. Nonetheless, Gorgias’ most expensive option is more than $1,000.
Value Proposition
LiveChat’s value for money is fairly balanced. You get a simple tool for basic chat support and customer engagement with its most affordable plan and can step it up along the process.
The pricing system Gorgias uses can make it a bit complex for beginners, but it actually gives you excellent value for money. You can only pay for the exact number of tickets you need, which proves cost-effective at the end of the day.
If you are looking for the traditional and average pricing experience, try LiveChat. Looking for a modern system with excellent value for money? Gorgias may be the one.
Customer Support Resources
Support Channels
Both options have the traditional support channels available. Contacting someone from any of these companies’ support teams won’t be a problem.
Documentation and Learning Resources
Businesses must have enough customer support resources to help clients understand their features. LiveChat, for example, has a section for product news, a help center, and even a partnership program. You also have access to a customer service report system and webinars.
On the other hand, Gorgias has a CX Growth Playbook to help you understand everything you need to know about its features. Customers can dive into its blog to learn more about live chats. This includes webinars and a help center, too.
Gorgias puts extra focus on user communication. You can become part of the Gorgias Community and discuss your experience with others. LiveChat offers a more traditional approach to educational resources.
User Feedback and Reviews
Reviews speak highly of LiveChat and Gorgias. However, there are a few complaints you should keep in mind.
As for LiveChat, people say it improves customer communication channels and that it’s easy to use. Yet, they also say it has some optimization issues.
Aside from the fact that it gets laggy at times, people love Gorgias. They specifically praise its features, IT support, and continuous improvement.
What If I Want Another Alternative? – Chatway Overview
At the beginning of this page, we said there are many live chat tools available online. If the options in this review don’t speak to you, maybe Chatway is a good choice for your business.
You can either pick its free plan or its paid plan which cost $9/agent/month . Those are the only options, so it’s excellent for small businesses and startups.
Key Factors for Choosing a Live Chat Tool
When deciding which live chat tool to go for consider the following:
- Core features: Real-time chat, chat history, visitor info, proactive chat, file sharing, chatbots.
- Integrations: CRM, e-commerce, social media, email.
- User experience: Intuitive interface, customization, mobile friendliness.
- Analytics: Detailed reports, conversion tracking, agent performance.
- Pricing: Cost-effective plans, scalability, additional features.
- Security: Data encryption, compliance, disaster recovery.
- Support: Responsive customer service, knowledge base.
By evaluating these factors, you can choose a tool that aligns with your business needs and improves customer satisfaction.
Conclusion
LiveChat and Gorgias are both excellent live chats to try out. They were made for different purposes, though. Do you want to focus on chatbots and AI assistance? Try LiveChat. Are you looking forward to using a tool that does more than just give you a chat widget? Gorgias is an excellent choice.
Also remember, Chatway is also on the table, and you can sign up and enjoy it for free. Get started with Chatway here.
