Closely tied to brand loyalty is customer service, which can help you increase your revenue and build a successful business in the long run. And hence, it becomes imperative that you choose the right tools to help your brand deliver delightful service to your customers.
To help you pick the right tool, we decided to compare the two leading ecommerce customer service tools in the market, i.e., Gorgias & Reamaze. Read through the article to understand their strengths and shortcomings and find the one best suited to your requirements.
Both Gorgias and Reamaze are explicitly built for ecommerce france mobile phone number list merchants, although Reamaze also serves a few other industries. They rival in features, and both have thousands of customers worldwide using the tool to manage their customer service.
We also understand that they are our competitors, and so we have taken the utmost care to provide our readers with an objective analysis while comparing the two tools.
Table of Contents
Overview
Top Differences Between Gorgias & Reamaze
Top Similarities Between Gorgias & Reamaze
Customer Reviews
Common FAQs
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Overview
Before we begin to break down the similarities and differences, let me share a brief overview of both the tools to set the context.
Gorgias is a customer service software designed for ecommerce stores. They’re primarily a Shopify app, but recently they’ve integrated with WooCommerce and BigCommerce. They deeply integrate with Shopify that helps support agents to deliver excellent customer support seamlessly.
Reamaze is an incredible help desk software for ecommerce brands. It helps your team to resolve customer queries seamlessly. The live chat feature in Reamaze is well-known in the market. It combines email, social media, mobile, and chat conversations seamlessly so your customers can reach you however they want. You can seamlessly collaborate with teammates using assignments, notes, and shared views.
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Learn moreTop Differences Between Gorgias & Reamaze
Supporting Channels
Customers might reach out to you from any channel they prefer, and you need to reply within that channel.
With Gorgias, you can manage support on live chat, email, Facebook & Instagram. Reamaze also allows you to support your customers across those channels, but they got an additional one, i.e., Twitter.
Chatbots
There are times when you might not be around to answer your customer’s queries. But every customer you don’t respond to is a lost opportunity to sell or to delight.
With Reamaze, you can create all sorts of chatbots for different use cases, viz., answer order status related questions, find and reply with relevant FAQs from the knowledge-base, or anything very specific to your ecommerce store.
Unfortunately, Gorgias doesn’t support chatbots. You can configure auto-replies, but that’s nowhere as powerful as chatbots from Reamaze.
Chatbots: Reamaze
| Gorgias 
Status Updates
It’s super critical to inform your customers about outages, shipping delays, or scheduled maintenance of your core business systems. It’s vital when that concerns customer orders. In these cases, it’s better to be proactive and inform your customers about the same.
With Reamaze, you can easily update your customers if there’s anything to report. From order delays to refund system malfunctions, you can notify anything with this feature.
This feature isn’t available on Gorgias.
Status Page: Reamaze
| Gorgias Live Customer Activity Tracking
Imagine if you could see a customer checking a particular product page. What if you could give them a contextual discount right at that moment? The chances of that customer buying the product increase manifold.
Richpanel’s Live feature allows you to monitor your customers in real-time, track their activity, and send a live, contextual message instantly.
Although Gorgias is a powerful tool, it lacks this feature.
Customer Activity Tracking: Reamaze
| Gorgias Knowledge Base
A knowledge base on your website helps your customers quickly find answers they’re looking for without contacting customer service.
Reamaze comes equipped with a knowledge base feature where you could add all the necessary FAQ questions that your customers ask regularly or they might ask under particular circumstances.
Gorgias is at a loss here as it doesn’t have this feature, but you can integrate Gorgias with Helpdocs, a knowledge base software for ecommerce companies.
Knowledge Base: Reamaze
| Gorgias Query Intent Detection
Any kind of hack to reduce your burden of responding to support tickets is a big help, especially as support agents get swamped with tickets every day from impatient customers.
Gorgias embraces this sentiment detection feature that uses machine learning to detect simple query intents like shipping, refund, exchange, etc. Furthermore, you can set up tags to direct the question to the right team or simply create automatic replies.
On Reamaze, you can create rule-based intent using Workflow Triggers, but it doesn’t auto-detect the customer query’s intent; it’s manually triggered and not based on machine learning.
ML-based Query Intent Auto-detection: Gorgias
| Reamaze Pricing
Gorgias comes with four plans; the lowest one starts at $60/month. You get 350 tickets/month. If you want to add more tickets, you need to pay $25 for 100 tickets. This rate goes down as the plan increases.
Reamaze comes with five plans; the lowest one starts at $29/user/month. They have user-based pricing as opposed to Gorgias that flaunts conversation-based pricing. The fun fact here is that Reamaze also got a Startup plan that downloads all the features from its Basic plan but limits active conversations to 500 per month.
If you’re just starting a store and need the necessary support, it makes sense to go with Reamaze as it’s only $29/user/month. If you have more than one person answering support questions, go for the $59/month Startup plan.
Top Similarities Between Gorgias & Reamaze
Supporting Platforms
Although Shopify is pretty much what everyone talks about when it comes to starting an ecommerce store, other platforms also cater to this market. The most popular ones are WooCommerce, BigCommerce, Squarespace & Magento.
As we can see from the table, you can use Gorgias & Reamaze on any platform you sell. Be it Shopify, WooCommerce, or Magento - these tools can integrate with your current setup.
Note: For Amazon Seller, you need to either set up email forwarding and custom SMTP for the email address you're using with Amazon or use ChannelReply to integrate your Amazon account seamlessly.In-depth Reporting
When it comes to Reporting, both Gorgias & Reamaze excel at it. Both tools let you check response times, customer satisfaction score, macros report, and the lot. You can find more information here:
Gorgias Reports
Reamaze Reports
Note: Gorgias has the upper hand since it also tells you revenue statistics, i.e., how much sales your support team is influencing.Ad Comments - Instagram & Facebook
When you run ads or create posts on Facebook & Instagram, you will get comments. Some of them are support questions, while others might be queries about a product you sell. Either way, you need an easy way to respond to those comments and fast.
Thankfully, both Gorgias & Reamaze allow you to respond to comments on posts and comments on Facebook and Instagram.
Note: Gorgias has limitations on the number of Instagram ads that you can activate simultaneously on Gorgias, depending on your plan. Multi-store Connections
If you run more than one ecommerce business, it’s quite challenging to manage support for all of them. O
