Comprehensive Comparison of Gorgias vs Helpscout

When it comes to managing customer support and ensuring a seamless experience for users, having a robust help desk tool is crucial. Gorgias and Help Scout are two prominent help desk solutions that cater to businesses of various sizes and industries. Both tools are designed to streamline customer interactions, automate support tasks, and provide valuable insights through reporting and analytics.

Gorgias is an AI-powered help desk platform specifically tailored for eCommerce businesses. It excels in automating customer support processes, handling routine inquiries, and integrating seamlessly with popular eCommerce platforms like Shopify. Gorgias offers advanced features such as AI-driven workflows, personalized customer interactions, and the ability to create dynamic onsite campaigns to boost sales and customer satisfaction.

On the other hand, Help Scout is a versatile help desk solution that caters to a broader range of industries, including SaaS, financial services, education, and more. Known for its simplicity and powerful collaboration tools, Help Scout helps businesses manage multi-channel support with ease. It offers features like shared inboxes, knowledge bases, and workflow automation, making it an excellent choice for companies looking for a comprehensive and flexible customer support platform.

In the following sections, we will compare the key features of Gorgias and Help Scout to help you determine which tool is better suited for your business needs.

Feature Gorgias Help Scout
Pricing Gorgias starts at $10 for 50 tickets and increases based on the number of tickets handled rather than the seats occupied. Help Scout starts at $22 per seat per month without AI Capabilities and it costs $65 per month per seat for AI.
Support Channels Email, Live Chat, Social Media (Facebook, Instagram, TikTok, WhatsApp), SMS, Voice. Email, Live Chat, Social Channels (Facebook, Twitter), SMS, Voice
Automation AI-driven automation to handle 60% of support tasks, including personalized workflows. Automation of workflows and repetitive tasks but with more limited AI capabilities.
AI Capabilities Advanced AI features for automating responses, creating personalized customer interactions, and handling routine inquiries. Basic AI functionalities such as AI drafts and summarization, with more advanced features on higher plans.
Help Center AI-powered Help Center creation to reduce tickets by up to 50%. Provides Knowledge Bases (Docs) for self-service but lacks AI-powered help center creation.
Forms and lead-capturing Forms and Lead Capturing is Available. Forms and Lead Capturing is Available.
Integrations 100+ integrations, particularly strong in eCommerce-related apps (e.g., Shopify). 100+ integrations with popular tools like Salesforce, Jira, HubSpot.
Campaign Management Gorgias Convert allows for building personalized campaigns to increase site conversions and AOV. No specific campaign management feature, but integrates with other tools that provide this functionality.
Reporting & Analytics Advanced reporting features with AI-driven insights into customer interactions and campaign performance. Custom reporting and advanced analytics available on higher-tier plans.
Mobile Apps Not specified. Mobile apps are available for iOS and Android.
Security & Compliance GDPR, SOC 2 compliance, and HIPAA options are available. GDPR, SOC 2 compliance, with advanced security options on the Pro plan.

Automation & AI Capabilities

  • Gorgias: Excels in automation and AI, allowing businesses to automate up to 60% of customer support tasks. This includes personalized responses and AI-driven workflows tailored to eCommerce needs.
  • Help Scout: While it offers basic automation and AI features, they are less advanced compared to Gorgias. Help Scout is more suitable for businesses that need moderate automation without deep AI integration.

Campaign Management

  • Gorgias: Stands out with its Convert feature, which enables businesses to run personalized onsite campaigns, boosting conversion rates and average order values (AOV). This feature is particularly beneficial for eCommerce businesses looking to optimize their sales funnel.
  • Help Scout: Does not have an equivalent feature for campaign management, making Gorgias more robust for businesses focused on sales and customer conversion.

Industry Focus & Flexibility

  • Gorgias: Specifically designed for eCommerce, offering features that cater directly to online retail, such as AI-driven chat, social media integration, and automated order tracking.
  • Help Scout: More versatile, with a broader appeal across various industries, making it suitable for companies with diverse customer support needs beyond eCommerce.

These three aspects—AI and automation, campaign management, and industry focus—highlight the main distinctions between Gorgias and Help Scout, allowing businesses to choose the tool that best aligns with their specific requirements.