The advent of the internet has changed how people do business. Businesses are now able to reach customers on an international level, and that can be both good and bad. On one hand, it is great because you have access to more potential clients, but on the other hand, it can be difficult if your customer service team doesn’t know what they’re doing. No matter what type of business you run or the industry you work in, having a strong customer support system is essential for success. In this blog post, we will give some tools that will help effectively engage with your customers!
Overview
What is Gorgias?
Gorgias focuses on two main things: helpdesk and chat. The idea behind Gorgias is to streamline the communication between you, your customers, and your team by using an integrated system that includes both ticketings (help desk) and live messaging capabilities all within one centralized platform.
Gorgias is helpful in that it allows for your team to follow up with customers regarding their tickets, but also provides a way for them to talk one on one. This can help engage better with the customer and get more feedback by using live messaging than just an email or phone call because you are able to immediately answer questions or respond right away when they come in.
What is Zendesk?
Zendesk is a customer service software that provides businesses with tools to help them engage and communicate with their customers. Zendesk’s main features include:
- Ticket support – Track, manage and respond to customer questions or concerns through a central hub
- Knowledge Base – A repository of information for your team about everything from product usage guidelines to internal policies
- Collaboration – Team collaboration software to keep track of work and ensure tasks are completed in a timely manner
- Productivity tools – Time-tracking, reporting, invoicing, payments processing, and more.
Zendesk offers many features that businesses need to be successful when working with their customers. Zendesk is compatible with all major operating systems and browsers so you can be sure that Zendesk is accessible to your entire team.
What is Messenger Bot App?
Messenger Bot App is a platform that allows businesses to communicate with their customers through Facebook Messenger. This is a powerful way for companies to better understand and serve the needs of their customer base by allowing them access to chatbots 24 hours a day, seven days a week. It helps improve customer service by taking the headache out of emailing or calling a company.
Messenger Bot App is also helping companies use AI to reach their customers with marketing messages, suggestions for purchase and product updates. This allows businesses to send targeted ads immediately through messenger without needing to worry about spamming their customer base because they are only sent when it’s relevant – based on what the customer is asking for through messenger.
Messenger Bot App can also be used to manage a company’s social media presence, allowing a user-friendly platform that doesn’t require an intern or staff member monitoring it 24/seven. This app allows companies to track and respond immediately – even within five minutes.
Gorgias vs Zendesk vs Messenger Bot Comparison
Now that you’ve got the basics down, it’s time to compare the three tools. You should consider this blog post a bit like an FAQ. We’re going to cover the basics of each tool, and then dive into some more complicated comparisons.
Features
When looking for customer engagement tools, features are a top priority. In fact, it can be argued that features are the most important aspect of these tools because they directly affect how you engage your customers and whether or not those engagements result in increased customer satisfaction and loyalty.
Gorgias has a total of 19 different features to help with customer engagement including surveys, push notifications, chatbots, forms, chat widgets for your website and Facebook page, email notifications including automated follow-ups, call to action buttons that can be added anywhere on your site or app, help desk management system with customizable tags so you never have to worry about forgetting who needs assistance.
Zendesk has a total of 30 different features which include: meeting scheduler, surveys, chatbots for Facebook Messenger and Kik, knowledge base management system which includes searchable article library with categories based on keywords, meeting scheduler include timezone support so you can schedule meetings across different locations.
Messenger Bot App has a total of 14 different features including chat widgets for your website and Facebook page, surveys, help desk management system with customizable tags so you never have to worry about forgetting who needs assistance.
Conclusion:
When looking for customer engagement tools, it’s important to consider what their features are and which ones best fit your business needs.
Among the three platforms, Gorgias has the most features, followed by Zendesk and Messenger Bot.
Based on these comparisons it’s clear that Gorgias is the best platform to use when looking for customer engagement tools because of its many different features and integrations.
Ecommerce Platforms
Integration of e-commerce platforms is important when looking for a customer engagement tool. Since you are most likely already using an e-commerce platform, you want to choose a customer engagement application that is compatible with your existing system.
Integrating an e-commerce platform in Gorgias means you can monitor all your customer interactions on one platform. Gorgias offers integrations for some of the most popular e-commerce platforms, including Shopify, Magento, and BigCommerce.
Since Zendesk is an existing help desk solution that has developed an add-on marketplace using Zapier technology, integrating an e-commerce platform in Zendesk can be as easy as clicking a button. You can integrate BigCommerce, Shopify, Magento, WooCommerce, and more in Zendesk.
Integrating an e-commerce platform with Messenger Bot means you can bring your entire business to one place and directly engage your customers. You can create automated messages that are triggered by certain events, such as abandoned carts or new orders. Messenger Bot App allows you to create a customizable e-commerce store in Messenger! This is a great way to increase sales and improve your customer experience.
Conclusion:
Since Gorgias is compatible with Shopify, Magento, and BigCommerce, it’s easy to integrate an e-commerce platform in Gorgias! In addition, you can monitor all of your interactions on one platform.
Overall, Gorgias is the best way to engage your customers in a customizable and easy-to-use platform.
Zendesk allows integrations with more e-commerce platforms than the other two. Plus, Zendesk is already a popular help desk tool that has an established user base.
Although Messenger Bot App allows you to create customizable e-commerce stores in one place. Messenger Bot also integrates completely with WooCommerce which makes it very simple when integrating an existing e-commerce platform.
Supporting Channels
Supporting channels are key when choosing a customer engagement tool.
With the rise of companies offering chat-based support, there are more options available than ever before to be able to provide your customers with instant support regardless of what time it is or where they are located in the world. The trick is figuring out which option will work for you and how much investment you’ll need to make in order for you to get the most out of your tool.
When it comes down to choosing between Gorgias, Zendesk or a Messenger Bot, there are pros and cons that come with all three.
Gorgias offers you the ability to have an entire team of support agents in your company that is able to provide customers with superior service. You can also offer 24/75 chat options, multiple languages, and even predictive routing which will help lead people down the correct path before they’re actually asking for it.
However, there is a downside when using Gorgias as you will be required to have a live chat plugin installed on your website which can take up valuable real estate space. Gorgias provides support through email, Facebook, Instagram, and live chat.
Zendesk provides support through email, Facebook, Instagram, Twitter, and live chat. Zendesk does allow for ticketing via email which is great if you’re looking to provide support through other channels but aren’t currently set up with them.
On the other hand, Messenger Bot App provides support through live chat. Of course, Messenger Bots are all about automation which means you won’t get direct access to your support team but instead will be able to schedule messages at specific times of the day or use automated responses when certain questions arise.
Conclusion:
Overall, when it comes to choosing between Gorgias, Zendesk, or a Messenger Bot, your best bet is going to be the tool that works with all of the channels you have available.
When looking for additional support options in order to provide customers 24/7 chat options regardless of what time it is or where they are located in the world, Messenger Bot App is the best option. With automated responses and scheduling capabilities, you’ll be able to provide customers with superior service at any time of day or night while still providing them with all the benefits that come along with live chat support.
Integrations
Integrations are the key to successful customer engagement. Being able to seamlessly integrate with other platforms gives you more options for communicating with your customers and allows them to use the channels they prefer, including email.
Gorgias supports all major email marketing platforms and social media channels, while Zendesk only integrates with Gmail. Messenger bots are another great way to engage your customers in real-time through Facebook or Slack.
Integrations can be complicated so it’s important that you choose a platform that makes the process easy for you. Gorgias allows users to create integrations in a few simple steps, while Zendesk can take months to master.
The best customer engagement platform is going to vary depending on your business and customers’ needs, but Gorgias offers several features that make it stand out from other options. For example, its ability to work with email marketing platforms, ability to create chatbots, and collect emails from your website.
Gorgias is an all-in-one customer engagement platform that allows you to manage all of your interactions in one place — whether they’re via phone, email, or social media.
Knowledge Base
The knowledge base is one of the most used tools to help customers solve common problems. It’s a repository that contains articles, ebooks, and other content related to your business. Customers can find an answer to their questions by searching through the knowledge base, which is extremely helpful for both parties since it saves time and effort on both sides.
What makes this tool even more important is the fact that it provides a way to engage customers even when you’re not around. Customers can ask questions and receive help from your representatives without ever speaking with them directly, which makes the knowledge base an incredible tool for customer retention.
When choosing the right solution, make sure to consider the following factors:
Gorgias is especially helpful when dealing with large chunks of content. It has great image support that will help make sure your articles are properly formatted.
Gorgias allows you to share knowledge base in several different ways, like via email or embedding into your website (for both customers and employees). It also includes an advanced search tool to make it easier for customers to find what they’re looking for.
Zendesk, on the other hand, allows you to create different taxonomies for your articles. You can also set up workflows that will notify agents when certain phrases are used in customer requests, which makes it easier to answer frequently asked questions and keep customers happy even if they don’t know how to use the search function.
Messenger Bot is one of the newest tools on the market and it’s already getting a lot of attention. It has all the capabilities you need when creating your knowledge base, including a powerful search engine that can locate articles by keywords or phrases used in customer requests. There is also an option to add videos and slideshows into articles for better comprehension.
Mobile App
A mobile app platform is important when choosing a customer service tool because people are on their mobile devices more often than they are on desktops or laptops. A company should choose what is most convenient for the customers so that they know the information will be accessible no matter where they go.
Gorgias is a customer service tool that has a mobile app platform.
Zendesk is also a customer service tool that has a mobile app platform.
Messenger bots are not specifically customer service tools, but they do have app platforms. For example, Facebook Messenger and Kik both have bot platforms.
When choosing a customer service tool, it is important to consider whether or not the company has a mobile app platform. If not, it might be difficult for customers to get help when they need it.
Live chat
Live chat support is increasingly becoming an important part of the customer service department for businesses. Smaller companies like
Live chat support is increasing in importance as a service tool given its immediacy and ability to help customers through live conversations, whereas they might otherwise not be able to solve their problems on their own or would have trouble finding information about your company online.
Gorgias, Zendesk, and Messenger Bot all offer this service to their users. Below you will find a comparison of the three in terms of live chat support:
Gorgias’ live chat is available Monday-Friday from 12 pm to 11pm (EST) and Saturday & Sunday, 12 pm – 20:00 (GMT+0). Their average response time is 15 minutes. Zendesk’s live chat is available 24/7. Depending on your location you might experience longer response times. Messenger Bot offers live chat 24/h but does not have any guaranteed response time.
Ticketing system
The ticketing system is the most important part of a customer engagement tool. It is where customers submit their complaints, messages, or questions for your organization to see and respond to. Because it’s such an integral part of these tools, you need to make sure that you are using one that best fits your needs. There are three main ticketing systems available today: Gorgias, Zendesk, and Messenger Bot.
Gorgias is an all-inclusive customer engagement tool that includes the ticketing system as one of its many features. Gorgias allows users to create automated chatbots in addition to their traditional messaging platform for real-time communication with customers through Facebook or your personal website.
Zendesk, on the other hand, is a traditional ticketing system that offers users the ability to create canned responses for frequently asked questions. Zendesk provides an automated “quick-reply” feature, which allows you to set up automatic messages based on customer feedback or actions taken in your chatbot program.
Messenger Bot is another all-inclusive customer engagement tool with its own ticketing system. Messenger Bot offers users the ability to send automated messages through Facebook or their own website. However, unlike Gorgias and Zendesk, it doesn’t have a traditional ticketing system for customers to submit questions or complaints — you would need another tool in addition to this one.
Today’s businesses require more than just a ticketing system to successfully engage with their customers. There are many features that can help your organization meet its business goals, but it all starts with the right customer engagement tool.
Auto responder
Autoresponder is an email response system that can be set to automatically send out predefined messages in case of no internet connection, the device is offline or there was a communication error.
Gorgias offers all three options: autoresponder, push notifications, and SMS integrations with phone carriers for instant replies. Unlike Gorgias’ other features which are mostly free, Gorgias’ autoresponder is a paid feature.
Zendesk offers both an email and SMS option for auto-responses. Both can be set to send immediately or wait until the next available agent responds. If you want your messages sent more frequently than once daily, Zendesk offers this as an additional paid feature.
Messenger Bot allows autoresponder on emails, Facebook and Instagram comments, Facebook Messenger messages, and Twitter DMs. The autoresponder can also be customized to include your business name, contact details, or any other information you want the customer to know.
Overall, Gorgias’ autoresponder is the most comprehensive and customizable out of all three platforms. However, because Gorgias offers this feature as a paid option it may not be ideal for businesses on a budget.
Zendesk’s email-based system also allows you to customize your messages which can be helpful if you want to include your business name or contact details. Their SMS system is a less expensive option, but it can only be set to send messages once daily and does not include any customization options. Messenger Bot’s autoresponder option allows for more frequent responses at no additional cost which makes it the best value out of all three platforms.
Ease of Use
Most business owners are not tech-savvy, so it’s important for a customer engagement tool to be easy to use. A good customer engagement tool will have a low learning curve. It should be intuitive and provide step-by-step instructions to guide the user through any process he or she wants to complete.
Gorgias is designed with simplicity in mind, focusing on one thing at a time so that users’ tasks are easy to understand. This makes it easy to use for clients and customers compared to Zendesk’s many features.
Zendesk is the most complex of the three platforms, with a lot of options that can be overwhelming at first glance. However, this also makes it more customizable than Gorgias or Messenger Bot. Users will need some time upfront to get used to Zendesk, but the time spent learning the platform pays off in terms of being able to complete more detailed tasks.
Messenger Bot is very easy for customers and clients to use because it’s a simple chatbot interface that doesn’t have too many features or functions available. Additionally, Messenger Bot can be used on any device with a browser.
Overall, Messenger Bot is the most user-friendly of the three platforms, and it’s easy to see why so many businesses choose it as their customer engagement tool. Zendesk is a close second because it has more options than Gorgias but still remains simple enough for anyone to use.
Lead Management
Lead management is a crucial function of any customer engagement tool. Whether you’re using one platform to manage your leads, or several tools for each part of the process, it’s important that there is a system in place so your team doesn’t miss any activity on their opportunities and can quickly move them through the sales cycle.
Gorgias, Zendesk, and Messenger Bot each have an effective lead management system for organizations that use them as a complete customer engagement tool.
Gorgias’ lead management features include contact lists to keep track of your leads, email templates to save time when creating emails, smart fields which allow you to fill in information from previous conversations with the same lead, and activity logs to stay on top of what you’ve done with each lead.
Zendesk’s key features are its support ticketing system for managing leads that come in through traditional channels like phone calls or email, its knowledge base which allows your team members to create public articles that help answer common questions from customers before they get into a conversation, and its contact management system which lets you keep track of your contacts either by adding them to your Zendesk account or linking an existing address book to the platform.
Messenger Bot’s key lead management features are its AI assistant for quickly moving leads through the sales funnel, built-in analytics that helps you visualize how well your sales funnel is doing, and its customizable chatbot that can help you stay in touch with your leads through a messaging platform they’re already using.
These three platforms each have their own lead management best practices to follow for effective customer engagement. Gorgias’ key lead management strategy is “Treat every message from a Lead as an opportunity” which means that every time a lead reaches out, it should be responded to with the same excitement no matter whether your conversation will last five minutes or an hour. This way you maintain consistency and stay top of mind throughout their buying process.
Among the three platforms, Zendesk has the most ways of moving leads through your sales funnel with its support ticketing system, knowledge base articles, and contact management features. This means that if you’re using Zendesk as one part of a larger customer engagement tool set up for lead generation and nurturing, it can be effective at managing different stages in the buying process.
For Messenger Bot, one of its most effective lead management strategies is using the AI assistant to manage leads through your sales funnel by automatically moving them forward based on what they’ve told you during previous conversations and their expressed needs for new information or offers. This way you can focus on closing deals instead of spending time manually sorting out where each conversation leads.
Customer Support
Customer support is a critical aspect of customer engagement. As such, it is important that companies find the most effective tools to help them support their customers and keep those interactions as positive as possible. This cannot be more true than when companies are looking for an all-in-one solution to handle both inbound marketing and customer service through one platform.
Gorgias, Zendesk, and Messenger Bot are all very capable in this regard. Each of these tools offers a variety of features that can help facilitate customer support for any business.
Gorgias’ customer support features are much broader than just support. They have a well-designed customer service dashboard that allows for easier organization of both marketing and support interactions, as well as the ability to organize team members’ workflow depending on their position in the company.
Zendesk is more specialized when it comes to customer service. It’s designed with only this use case in mind, and as such, it is a simpler interface that can be more easily navigated by those who are familiar with the software.
Messenger Bot focuses on simplifying customer service to help companies save time and money. Messenger Bot allows businesses to offer 24/h support through Facebook Messenger so they do not have to dedicate resources towards developing their own customer service team, streamlining their workflow, and allowing for fast resolutions to help keep customers happy.
Gorgias is great if you need more of an all-in-one solution with support being just one feature among many. Zendesk excels in offering simple functionality within its customer support feature. Messenger Bot simplifies customer service by offering 24/h assistance through Facebook Messenger so you don’t have to build your own team and workflow around this aspect of the business.
Frequently Asked Questions
Is Gorgias to Zendesk migration possible?
Gorgias and Zendesk both offer the ability to migrate contacts from one system to another. This is great if you’re trying to consolidate your customer service software, but not so good if you want to move contacts between systems.
What are some alternatives to Gorgias and Zendesk?
There are some alternatives to Gorgias and Zendesk. Some alternatives include:
– Slack is a business messaging app which allows for team collaboration through chat, text, video calls by integrating with various other tools such as Dropbox or Google Drive. It also provides users the ability to make phone calls over an internet connection (VoIP) if desired. Users can also post messages to a channel that can be seen by all other users on the application.
– Yammer is an online social network used for company collaboration and communication, similar to sites such as Facebook or LinkedIn. It allows employees from different parts of the world to connect with each other through text messaging, private chat rooms, and videos calls/conference calls. It also allows users to integrate with other tools such as Dropbox or Google Drive for easy collaboration and sharing of files/folders.
– Facebook Messenger is a chat app between you and your friends through the use of text messaging, live video chats, voice calls, file sharing capabilities (requires an up-gradation from free version), etc.
What is a help desk for e-commerce stores?
A help desk helps your company more effectively engage with customers.
Some of the most common reasons why people use an eCommerce help desk are:
– Product information/questions
– Refunds or returns
– Shipping questions or issues, and;
– Technical support for any problems they may be having on their end (computer, phone, etc.)
An eCommerce help desk is a great way to be transparent with your customers. If they have any questions or concerns that are holding up the process of ordering from you online, this is an efficient way for them to get those questions answered before completing their purchase. This saves both parties time and energy because if there’s anything that’s unclear about their order, you both can work it out before they make a purchase.
In addition to that, some people are simply more comfortable talking on the phone or communicating via live chat rather than email. If your business is having a hard time keeping up with all of these different communication channels and receiving scattered requests through emails only, an eCommerce help desk could be the solution.
For eCommerce stores, it’s not only about making sales; it’s also important to make sure that your customers are satisfied with their orders and remain loyal to you throughout the shopping process!
What makes Zendesk unique?
Zendesk is a customer relationship management platform for businesses.
Zendesk’s support software is designed to help brands better communicate with customers and provide personalized service. Zendesk provides solutions across all channels including email, chat, phone, and social media. Over 80% of the Fortune 100 use our tools to create amazing customer experiences.
Zendesk’s tools are simple to set up and use, making it a great solution for businesses of all sizes. The software has been designed with marketers in mind, so you can get started quickly without needing an engineering background or dedicated IT team. In addition, Zendesk is fully customizable, so you can build the functionality that’s right for your business.
Final Thoughts
If you are looking to provide great customer service and engage with customers across all channels then I would recommend trying out Gorgias or Messenger Bot. Both of these solutions offer a faster way to connect directly with customers and respond to messages across all channels. The best part, they both offer a free version so you can test them out!
