Assist Scout vs. Gorgias: A Deep-Dive Comparability

Should you’re searching for customer support software program and evaluating Assist Scout vs. Gorgias, this complete comparability of options, pricing, use circumstances, assist, and scalability will make it simple to find out which instrument is the most effective match for your small business.

Fast look: Who’s Assist Scout finest for vs. who’s Gorgias finest for?

Assist Scout is the higher selection for small to mid-size companies of any business. It helps widespread channels like electronic mail, reside chat, and social by way of Fb Messenger and Instagram DMs, and it might additionally assist voice and SMS by way of integrations. For ecommerce companies, Assist Scout integrates with widespread ecommerce platforms resembling Shopify, and it comes at a extra predictable price than Gorgias.

Gorgias is the higher selection for ecommerce firms needing a deep integration with Shopify. Its pricing is usage-based and fewer predictable, however the additional Shopify performance surrounding automation, gross sales, and income attribution are spectacular. Gorgias can also be higher for firms that want broader channel assist that features native voice, SMS, or messages by way of TikTok Store.

Assist Scout vs. Gorgias: Pricing comparability

Most buyer assist software program gives user-based pricing. With user-based pricing, subscribers pay a month-to-month (or annual) subscription charge based mostly on what number of customers (brokers, seats, and many others.) their firm will want throughout that point interval.

One other widespread solution to worth customer support software program is thru usage-based pricing. Utilization-based pricing, also referred to as consumption-based pricing, implies that you pay for the quantity of services or products you utilize throughout a billing cycle.

Gorgias’ pricing plans are based mostly on utilization, whereas Assist Scout takes a hybrid method. Let’s dig in a bit deeper. 

Assist Scout pricing

Assist Scout gives 4 pricing packages that begin at:

• Free: $0 per 30 days for as much as 5 customers.

• Customary: $25/person per 30 days.

• Plus: $45/person per 30 days.

• Professional: $75/person per 30 days.

Assist Scout’s paid plans can help you present assist throughout electronic mail, reside chat, Fb Messenger, and Instagram DMs, whereas its free plan is restricted to electronic mail. All plans embody the power to create a information base for self-service.

All paid plans include AI options at no extra price — AI Help is included in all paid plans and AI Summarize and AI Drafts are included with the Plus and Professional tiers.

Assist Scout’s AI Solutions is likely one of the solely components of the product that’s billed in accordance with utilization. It may be added to any paid plan, and the value begins at $0.75/decision. All accounts get a three-month free trial interval earlier than the per-resolution pricing kicks in.

Gorgias pricing

Gorgias has 5 assist desk pricing packages:

• Starter: Begins at $10 per 30 days for 50 tickets/month.

• Fundamental: Begins at $50 per 30 days for 300 tickets/month.

• Professional: Begins at $300 per 30 days for two,000 tickets/month.

• Superior: Begins at $750 per 30 days for five,000 tickets/month.

• Enterprise: Pricing on demand; customized quantity.

All of Gorgias’ plans include an allotment of tickets and embody assist for electronic mail, reside chat, Fb, Instagram, TikTok, and WhatsApp. It’s also possible to create assist facilities for self-service.

Should you go over your included ticket allotment, overages are charged based mostly in your plan stage:

• Starter: $0.40 per ticket.

• Fundamental: $40 per 100 tickets.

• Professional: $36 per 100 tickets.

• Superior: $36 per 100 tickets.

• Enterprise: $32 per 100 tickets.

AI, AI Agent, and automatic interplay pricing

Although not extensively marketed, just a few of Gorgias’ AI options are included at no extra price.* These embody AI summaries, AI Library, AI translations, and AI-powered intent and sentiment evaluation.

For every little thing else, you’ll want an AI Agent automated interplay package deal. The quantity included in every package deal varies by plan stage. For instance, these on the Starter assist desk tier have the choice so as to add on 30, 40, or 50 interactions, whereas Fundamental plan customers can add 30, 60, 100, 120, or 150 interactions.

In terms of price, every automated interplay prices $1.00 on month-to-month plans and $0.90 on annual plans. Any overages are billed at $1.50 per interplay.

*Not all of those options are talked about on the pricing web page, and a few of them should still be in beta. Verify Gorgias’ pricing web page and assist middle for essentially the most up-to-date data.

Voice and SMS pricing 

Though most communication channels are included within the base plans, voice and SMS should not. Every channel requires a separate add-on, with voice tickets starting from $0.40 to $1.20 per ticket and SMS tickets starting from $0.41 to $0.80 per ticket relying on quantity.

Understanding Gorgias’ utilization charges

Taking in the entire separate charges mentioned above could be a lot to recollect, nevertheless it’s doable. The half the place issues get tough is knowing how billing classes overlap. Whereas it will make sense for every ticket to come back from its particular allotment (assist desk tickets, automated interactions, voice, or SMS), it’s not fairly that straightforward.

The best way Gorgias’ pricing system works is that you’re charged a charge for each billable assist desk, voice, or SMS ticket. A billable ticket is outlined as any ticket the place the client receives no less than one response from a human assist agent or AI Agent or an computerized response triggered by a rule. Tickets the place a number of messages are exchanged are nonetheless counted as only one billable ticket.

Then, if the ticket is resolved by an automation characteristic (AI Agent, Flows, Order Administration, or Article Suggestions), you’re charged an extra charge. Which means it’s attainable to have a number of billable occasions for a single buyer interplay.

Right here’s an instance:

For this interplay, you’d deplete one assist desk ticket and one in all your automated interplay credit. In an occasion the place AI is not capable of resolve the difficulty and must escalate to a human, you’d solely be charged for the assistance desk ticket.

There are all kinds of eventualities that might result in completely different combos of billable occasions — conversations the place you utilize electronic mail and voice or SMS to resolve a single case, conditions the place prospects don’t get again to you promptly and a brand new ticket is created with their reply, cases of merged tickets, and many others.

In different phrases, Gorgias’ billing construction is advanced. If predictability is a priority, it’s price maintaining a tally of your billing and utilization web page, particularly to start with.

What prospects say about Assist Scout’s and Gorgias’ pricing

Each Assist Scout and Gorgias have 4.4 out of 5 stars on Capterra in the case of worth for cash. Nonetheless, prospects typically touch upon Gorgias’ excessive price, even after they in any other case just like the platform:

• “A bit on the upper worth level in the case of the Automation add-ons.”* Learn the total assessment.

• “Gorgias is a good buyer assist software program, however the one draw back is its pricing construction, as it might appear dear for startup manufacturers with restricted budgets.” Learn the total assessment.

• “Pricing could be a little excessive compared to another platforms. It does appear to be new updates are all the time an add-on.” Learn the total assessment.

• “It is priced too excessive in comparison with the remainder of the market and its assist isn’t useful. We have been on one other platform that truly treats us as a associate. Gorgias is probably going simply on the level of their lifecycle the place they wish to extract essentially the most worth from prospects with out offering any.” Learn the total assessment.

*Quotes all through this put up have been frivolously edited for readability.

Assist Scout vs. Gorgias: Characteristic comparability

Assist Scout and Gorgias every assist the essential channels you’d anticipate finding in a assist desk like electronic mail, reside chat, Fb Messenger, and Instagram DMs. Assist Scout additionally gives voice and SMS by way of integrations, offering the flexibleness to decide on the supplier that most accurately fits your wants. Its integration with Aircall is especially sturdy, permitting groups to make calls immediately from inside Assist Scout.

Gorgias additionally gives broader social assist, permitting you to reply to wall posts, feedback, and proposals in Fb, mentions and feedback in Instagram, and messaging assist by way of WhatsApp. Past the Meta-verse, Gorgias can combine with TikTok Store to supply message-based assist.

In terms of voice and SMS, Gorgias gives these channels natively by way of paid add-ons. Voice calls vary from $0.40 to $1.20 per ticket, and SMS ranges from $0.41 to $0.80 per ticket, relying on quantity.

Ecommerce platform integrations

Assist Scout and Gorgias combine with main ecommerce platforms like Shopify, WooCommerce, and Magento (now Adobe Commerce). They’re each Shopify Plus licensed instruments and their integrations can help you view key buyer and order particulars like order standing, receipts, monitoring data, and buyer metrics immediately within the sidebar of every dialog.

Past simply viewing buyer information, you too can take motion on orders from inside Assist Scout and Gorgias. You are able to do issues like edit, duplicate, cancel, and refund orders, in addition to restock cancelled orders, all with out having to modify tabs.

Gorgias’ Shopify integration additionally goes a step additional with options like:

• Buyer variables that permit your staff to simply personalize macros.

• The power to create low cost codes.

• Dynamic product suggestions.

• AI-powered automation for issues like order monitoring and refunds.

These options could be useful for groups that mix assist and gross sales, however for many support-focused groups, Assist Scout offers the best stage of element and performance.

Dialog administration options

Assist Scout and Gorgias provide comparable dialog administration options. Each embody a shared inbox that helps your staff handle incoming requests from a centralized location and are filled with options that make responding to prospects simpler and extra environment friendly.

Listed here are among the most notable:

• Guide ticket assignments: Create possession and clear expectations by assigning tickets to particular brokers or groups.

• Computerized routing: Automate the ticket project course of to simplify triage.

• Macros/saved replies: Create and save templated responses to widespread requests.

• Snooze: Briefly take away buyer conversations out of your queue. This may be useful while you’re ready for extra data or wish to prioritize different duties.

• Tags and customized ticket fields: Manage conversations by tagging or filling in customized fields based mostly on product, difficulty, or different standards.

• Views: Create non-public or shared views that show a selected subset of conversations based mostly on standards like assignee, ticket standing, tags, and time-based occasions.

• Workflows/guidelines: Automate repetitive duties utilizing easy if/then logic.

• Buyer profiles: Get context like buyer or order data, or view previous conversations throughout the dialog window.

• Keyboard shortcuts: Work by way of the queue quicker with easy keyboard shortcuts.

Whereas each platforms usually have characteristic parity in the case of ticket administration, there are just a few variations. As an illustration, Assist Scout additionally gives a ship later characteristic that lets you schedule replies prematurely. Gorgias doesn’t have ship later, nevertheless it does natively assist SLAs, which aren’t at present obtainable in Assist Scout.

There are additionally some variations in how the 2 platforms deal with computerized ticket routing. All ticket routing in Gorgias is rule based mostly. To robotically distribute a bunch of tickets, you create a rule to focus on a phase of tickets, choose the staff you wish to assign to, allow auto-assignments, and set capability limits. Then, tickets are robotically unfold throughout the staff based mostly on precedence, creation date, and agent eligibility.

Assist Scout helps rule-based routing by way of workflows, nevertheless it additionally gives round-robin and cargo balanced routing as a devoted characteristic. With round-robin, conversations are assigned one after the other to every agent in alphabetical order; with the load balanced method, conversations are assigned to the staff member with the fewest energetic conversations. Each varieties deal with the inbox as a complete and should not rule-based.

It is a good reminder that implementation throughout completely different software program can fluctuate. If there are any “must-have” options on your staff, you should definitely look into how every platform accomplishes the related duties.

Collaboration options

Assist Scout and Gorgias every have sturdy collaboration options that permit groups to work collectively and keep aligned whereas assembly buyer wants. A number of the options the instruments provide embody:

• Collision detection: Visible indicators within the queue and on particular person tickets that point out whether or not one other agent is viewing or replying to a dialog. This helps you keep away from duplicated work or by accident complicated prospects with conflicting data.

• Inside notes: Talk with different staff members by leaving notes throughout the dialog which can be solely seen to your staff. Inside notes are nice for offering context when escalating a case or asking others for assist.

• @mentions: Talking of asking somebody for assist, each platforms can help you “point out,” or tag, different teammates in an inside observe. This retains the entire details about a difficulty throughout the dialog thread, making a single supply of fact.

• Groups: Create groups to outline teams of staff who work collectively on conversations.

• Roles and permissions: Decide and assign the best stage of entry for customers in your account. This enables everybody to collaborate and work collectively whereas sustaining a stage of security and safety. 

One benefit for Gorgias’ usage-based pricing mannequin is you could have as much as 500 customers on most of their plans. Whereas Assist Scout’s user-based pricing might not can help you convey all of your organization into the software program, its Gentle Customers characteristic can assist.

Gentle customers are person seats that include restricted entry, which could be nice for individuals who have to assessment data in Assist Scout or collaborate with staff members however not really reply to prospects. Plus plans include 5 mild person seats and Professional plans include 15. Further seats could be bought individually.

For people who just like the idea of a restricted entry person, it’s necessary to notice that Gorgias has such a function as effectively. It’s known as an observer, and any of your included 500 customers could be set as one.

Data base and self-service options

Assist Scout and Gorgias can help you create private and non-private information bases. A public information base is ideal for serving to prospects discover solutions to widespread questions on their very own. A non-public information base could be useful for storing inside data on your staff.

Every instrument lets you customise the looks of your assist facilities, consists of search performance, and lets you use a personalized area. It’s additionally attainable to supply your prospects easy accessibility to the content material in a number of places, however every instrument does this otherwise.

With Gorgias, you possibly can embed your assist middle into your organization web site or, should you’re a Shopify person, any web page of your store. It’s also possible to simply add it to your store’s navigation bar or hyperlink to it in your order affirmation emails. Whereas embedding the assistance middle in your website would require some coding information, any Shopify embeds could be arrange with out code.

Assist Scout permits you to share your content material in just a few alternative ways. Whereas it’s attainable to immediately embed a Docs website, most individuals show assist articles by way of a Beacon. Beacon is Assist Scout’s internet widget, and you’ll simply add one to any internet web page or app. Clients can browse your complete assist middle inside a Beacon, or you possibly can show content material in a sidebar, modal, or pop up.

One other useful characteristic for Gorgias customers who combine their accounts with Shopify is the power so as to add order administration buttons to the highest of your assist middle, turning it into an order administration portal the place prospects can observe, return, cancel, or report a difficulty with their order.

Price-wise, Assist Scout consists of no less than one assist middle throughout all of its plans. You get one with the free plan, two with Customary, three with Plus, and 5 with Professional. It’s also possible to add extra assist facilities to any paid plan for an extra $20 per 30 days.

All of Gorgias’ plans embody as much as 10 assist facilities, aside from the Enterprise plan, which has no restrict. Including order administration controls to a assist middle requires an AI Brokers subscription, and related utilization charges apply.

AI options

Assist Scout has 4 primary AI options designed to hurry up buyer replies and lighten your assist staff’s workload.

• AI Summarize: Summarize lengthy dialog threads, enabling your staff to extra rapidly rise up to hurry on points throughout escalations, case handoffs, or QA classes.

• AI Help: Use AI to enhance your buyer replies and information base drafts. AI Help can examine for spelling and grammar errors and enhance copy by altering tone or size. It can be a multilingual assist assist by translating your textual content into different languages.

• AI Drafts: With one click on, Assist Scout can robotically draft a reply to an incoming electronic mail, basing its response on historic conversations and knowledge in your information base. All it’s a must to do is assessment, edit (if obligatory), and hit ship.

• AI Solutions: Present on the spot solutions to your prospects with AI Solutions, a chatbot powered by generative AI. It varieties its solutions utilizing your information base content material in addition to different sources like your organization’s web site.

AI Solutions could be added on to any paid plan. Entry to AI Summarize, Help, and Drafts depends in your plan tier.

The Gorgias counterpart to AI Solutions is AI Agent, which is a chatbot designed to assist groups work smarter in each gross sales and assist contexts. In terms of assist, AI Agent is sweet at triage. It’s capable of perceive a buyer’s query, decide if it has the knowledge it must resolve the difficulty, analyze buyer sentiment and urgency, and both deal with or escalate the case accordingly.

AI Agent is able to taking actual motion on tickets, particularly in circumstances the place you’ve got built-in your Shopify retailer with Gorgias. It has buyer context and can assist observe, alternate, or refund orders holding easy duties out of your queue.

Gross sales-wise, AI Agent is designed to behave like a procuring assistant, offering product suggestions, encouraging upsells, and offering reductions when helpful.

Whereas the chatbot is powered by generative AI, you possibly can construct Flows for the entire eventualities above. This lets you plan out the paths you prefer to the bot to take, supplying you with extra construction and management over buyer interactions. 

Gorgias additionally has a number of different useful automation options. Like Assist Scout, it has an AI Summaries characteristic and AI-powered translations. Plus, the platform has intent and sentiment detection, AI-powered ticket tagging, and a information base-specific characteristic known as AI Library. AI Library periodically suggests and drafts new assist middle articles, decreasing the burden of information administration.

Proactive assist options

Assist Scout’s proactive assist characteristic is known as Messages. It lets you use a Beacon in your website to supply useful data at key moments in your buyer’s journey based mostly on triggers like time on web page and scroll habits.

As an illustration, you may floor a assist middle article for purchasers who linger on a web page or launch a chat window in circumstances the place prospects could also be caught. It’s also possible to collect voice of the client data by way of NPS or simplified surveys that merely require a thumbs up or down.

Messages can be used for different issues like saying gross sales, informing prospects of downtime, or selling new merchandise by way of pop-ups, modals, or banner messages.

Each paid Assist Scout plan consists of 2,000 messages. It’s additionally attainable to buy extra contacts should you want them.

Gorgias gives comparable capabilities, although the setup and entry fashions differ. You should use the Flows characteristic to construct out comparable proactive interactions to these described above. As well as, each account is given three mild campaigns per chat integration, which is able to can help you proactively show easy chat messages based mostly on URLs or UTMs.

For extra advanced campaigns based mostly on Shopify information or person habits, you’ll want to buy the Convert add-on.

Reporting and analytics options

You’ll discover reporting dashboards in each Assist Scout and Gorgias that can allow your staff to control issues like ticket quantity, response time, agent efficiency, and assist middle utilization. Each instruments allow you to set workplace hours so your stories solely replicate the time your staff is at work. There are additionally buyer satisfaction (CSAT) surveys with related stories.

Apart from these fundamental stories, Assist Scout additionally offers reporting for its Beacon instrument, which provides perception into proactive assist efficiency. You’re capable of see Messages and AI Solutions stats and simply observe up with prospects if obligatory. Gorgias has the same report for monitoring Flows, Order Administration, Article Suggestions, and AI Agent information.

Gorgias additionally gives some superior reporting choices that aren’t obtainable in Assist Scout. There’s an SLA report, pattern monitoring, and a ChatGPT connector for pure language information queries. Gorgias additionally gives reside statistics which helps you to view key metrics in actual time. 

One in all Gorgias’ most original choices is its income report. It analyzes assist conversations and gross sales to point out how a lot income your assist staff generates. Nonetheless, as with a lot of Gorgias’ finest ecommerce options, it’s solely obtainable for purchasers with Shopify retailers.

Ease of use and setup

Each instruments get excessive scores (9.2/10) on Capterra in the case of ease of use, with Assist Scout rating barely larger (9.2/10) than Gorgias (8.8/10) when it comes to its ease of setup.

In G2 opinions, prospects report loving Assist Scout’s clean UI/UX, which is effectively organized and retains distractions to a minimal. Additionally they observe that the system could be carried out rapidly and arrange in simply 5 minutes.

• “It’s easy to rise up and working. As a part of a small enterprise, we wanted one thing that may very well be carried out rapidly, our assist staff might be taught simply, and most of all attain our prospects seamlessly. Assist Scout completed all three.” Learn the total assessment.

Gorgias prospects additionally remarked on its ease of use and the way rapidly it lets groups onboard new brokers and get them on top of things.

Buyer assist

Assist Scout and Gorgias every get excessive scores for high quality of assist on Capterra, coming in at 9.1/10 and 9.2/10 respectively.

Assist Scout gives many sources to prospects together with 24/6 assist, reside lessons, a full assist middle, and extra content material designed to assist them get essentially the most out of the platform. Right here’s what some prospects needed to say:

• “Technical assist is #1. Their staff is consistently updating options and notifying their prospects with new data and merchandise in a approach that is not salesy or pushy, however purely informative.” Learn the total assessment.

• “The client assist is over-the-top, superb, above-and-beyond useful. These should not clichés, they need to be taken actually. …we needed to drop the Assist Scout service —  and although we have been dropping them, they gave us large assist in ways in which they have been completely not obliged to do. So that may be a actual measure, do not you assume? Going out of your approach to assist a buyer that’s leaving. And this has been in step with their method by way of the numerous years we have used them.” Learn the total assessment.

Gorgias additionally has many nice buyer sources. They’ve the usual assist middle, however in addition they present coaching modules by way of Gorgias Academy, weblog content material, and extra. Clients additionally report discovering worth of their group group:

• “The assist is all the time useful and fast to reply, in addition they have a really energetic group the place you possibly can ask questions and members are very energetic.” Learn the total assessment.

Scalability

Each Assist Scout and Gorgias are able to serving to companies scale. Which one you select will probably come all the way down to your finances and particular use case.

Assist Scout is right for groups managing a considerable amount of conversations as a result of its base price doesn’t fluctuate with quantity. Gorgias’ usage-based pricing could be fairly unpredictable and even just a little complicated. Whereas it’s true that Assist Scout’s AI Solutions pricing can also be utilization based mostly, it’s a flat, per-resolution fee that may be a full $0.15 cheaper than the most cost effective fee for Gorgias’ AI Brokers.

Gorgias is nice for ecommerce companies, particularly ones that depend on Shopify. Although Assist Scout’s Shopify integration can care for most of what ecommerce assist groups have to deal with, Gorgias’ integration is deeper and, as your ecommerce enterprise grows, it’s possible you’ll want extra of these options.

Nonetheless, should you aren’t a Shopify buyer or an ecommerce enterprise, you then received’t be capable of use quite a lot of the options that basically makes Gorgias stand out, resembling their income report. Assist Scout’s integration has loads of Shopify capabilities for many ecommerce companies, plus it’s additionally an important possibility for firms in different industries.

If the entire data above did not make it clear which platform is the most effective on your staff, this is a closing abstract that will help you select the best possibility:

• Select Assist Scout should you’re a small to mid-sized enterprise searching for an easy-to-use, quick-to-implement buyer assist instrument to handle electronic mail, reside chat, Fb Messenger, and Instagram DMs. Assist Scout can also be the only option should you use Aircall to handle voice and SMS channels.

• Select Gorgias should you want broad channel assist together with voice, SMS, WhatsApp, TikTok Store, or deeper social integrations that may additionally handle wall and put up feedback.

• Select Assist Scout in case your assist staff recurrently depends on performing Shopify actions like refunds, exchanges, and order monitoring inside your assist instrument.

• Select Gorgias should you run your ecommerce enterprise by way of Shopify and also you not solely want the options above but additionally want options that may use Shopify data to automate duties, make it simpler on your assist staff to supply gross sales assist, and measure your staff’s income affect.

• Select Assist Scout should you want predictable, easy-to-understand pricing that isn’t tied to dialog quantity and an AI chatbot that has a price per decision that’s $0.15 lower than Gorgias’.

Each Assist Scout and Gorgias are leaders within the buyer assist house, and you actually can’t go mistaken with both selection. Take into account the variations between the 2 platforms, choose the platform that looks like it would finest assist your small business’s distinctive wants, after which begin a trial to make it possible for it really works for you each in principle and in apply.