Looking for Gorgias alternatives? Compare pros and cons of popular customer service software, including Freshdesk, Help Scout, Zendesk, and Fin.
For e-commerce brands, Gorgias is a popular choice of help desk software. It offers deep integration with commerce platforms like Shopify, so that support teams can see shopping history and order details easily as they’re responding to customer inquiries.
Still, a B2B team might look for alternatives to Gorgias for a variety of reasons, from more scalable pricing and sophisticated collaboration tools to integrations that Gorgias doesn’t offer.
If you’re currently weighing your options, this breakdown of Gorgias alternatives can help guide your choice. Find out how seven popular platforms fit different B2B operational models to choose the right one for your team.
What is Gorgias best for?
Gorgias is a conversational help desk platform created specifically for e-commerce brands. Its partnership with Shopify makes it well-suited to teams that use the commerce platform and need to view and edit orders directly within a support ticket.
However, as companies scale, teams may find that Gorgias no longer meets their needs. The pricing model, for example, includes per-ticket fees, which makes costs unpredictable and can lead to sharp cost increases in busy periods. Gorgias is also mainly geared to consumer channels like chat, SMS, and social media, so teams using B2B channels like Teams might look for alternatives. Plus, B2B companies coordinating complex customer issues across multiple teams and systems could need more collaboration features than Gorgias offers.
While Gorgias is a strong fit for small and mid-sized B2C companies looking for simple e-commerce customer service software, another platform may be more suitable for larger B2B teams.
7 Gorgias alternatives and their main strengths
When you decide to move on from Gorgias, the right choice of customer service software depends on your company size and operating model. Here are seven options that meet a range of operational needs.
1. Front
B2B support teams can manage customer conversations spanning multiple teams and systems with Front.
Front’s omnichannel support platform gives different teams a shared view of customer conversations, pulling in messages from various channels alongside customer context and account data.
Front works well for e-commerce companies migrating from Gorgias thanks to its Shopify integration, which brings customer and order context into the conversation. For example, WizardPins, manufacturer of high-end custom pins and key chains, started using Front to manage customer inquiries. Team members had been using Gmail and forwarding emails to each other, which was impacting response times. Since switching, the brand’s support team members can access and update Shopify order data directly in their inboxes. The result: WizardPins now usually responds in 15 to 30 minutes, whereas its direct competitors promise a response within 24 to 48 hours.
2. Zendesk
Enterprise teams looking for a reliable way to manage high volumes of support tickets might choose Zendesk.
Zendesk offers flexibility to connect other programs thanks to a marketplace with a wide array of integrations with third-party apps, including e-commerce platforms like Shopify. It includes both prebuilt dashboards and custom analytics as well as customizable workflow automation.
That flexibility, however, means that teams migrating from Gorgias may find the platform less intuitive to use, if they aren’t used to advanced tools.
3. Freshdesk
Freshdesk can work well for small to midsized teams seeking a straightforward ticketing system with AI-powered self-service.
The platform offers a Shopify integration as well as seamless connection with other apps in the Freshworks ecosystem. As for automation, its Freddy AI agent is designed to handle many routine inquiries automatically, and the ticketing system includes workflow automation for routing and auto-responses.
The basic Freshdesk plan is affordable at $19 per seat per month. But many of the AI and automation features require add-ons, so costs can escalate from there.
4. Fin
Fin can work well for teams that want AI-first customer support with high levels of automation.
Fin’s AI agent can resolve many issues autonomously across channels like live chat, email, voice, Slack, Facebook, and Instagram. Fin integrates with many help desk solutions, and its recent acquisition by Salesforce makes it a natural choice for teams that use Salesforce for customer relationship management (CRM).
Users report that although the platform offers fast responses and is easy to use, it sometimes struggles with complex queries and gives inaccurate responses. Fin was built as a chat-first option and is weaker for email, which many B2B teams still rely heavily on.
5. Help Scout
Help Scout makes sense for small support teams that need a simple shared inbox.
With Help Scout, support teams can respond to customer inquiries via an intuitive interface that looks like an email inbox. Features like collision detection and internal notes allow representatives to collaborate on answers while avoiding duplicated replies.
Help Scout offers e-commerce integrations with platforms like Shopify and WooCommerce. Large teams with complex workflows may still look to Help Scout alternatives for certain features like phone support, which requires integration.
6. HubSpot Service Hub
HubSpot Service Hub is a strong choice for teams that already use HubSpot CRM and want to connect it to their customer service tool.
In addition to its CRM integration, HubSpot Service Hub offers omnichannel communication, service-level agreement management, and custom analytics reporting. Unlike Gorgias, it’s not primarily designed around e-commerce, but it can still bring customer support, sales, and marketing into one unified interface.
While the platform offers free and low-cost plans, HubSpot customers note that advanced features are costly and restricted to higher pricing tiers.
7. Kustomer
E-commerce teams with high ticket volumes can use Kustomer to bring CRM data and conversation history into a unified customer timeline.
Kustomer positions itself as an AI-powered customer experience platform, and reviewers praise its intuitive interface and strong automation features. Its Shopify integration brings a customer’s order history into the timeline, so teams can quickly view invoices and process returns and exchanges.
Since Kustomer doesn’t post its prices publicly, it’s difficult to predict costs. You need to contact the company for a custom quote to see if it fits your budget.
How to choose a Gorgias alternative
Whether you’re consulting the list above or weighing other options, follow this process to choose the right fit for your team:
Compare features: List the features your team can’t live without. These could be Gorgias features you use regularly or other capabilities that you need but don’t have with Gorgias.
Prioritize collaboration: Ask for a demo of each platform and see how it handles complex workflows involving multiple teams. Front’s Coordination Tax report found that the typical B2B company spends nearly three hours coordinating for every hour spent solving customer problems, so you need a platform that minimizes the coordination time with clear ownership and routing.
Estimate costs: Some platforms advertise affordable basic pricing tiers but restrict advanced features to premium plans with costly add-ons or per-resolution fees. Estimate your usage and compare the total cost of each platform, including all the extras.
Consider AI feature performance: Don’t rely only on advertised AI resolution percentages or deflection rates. Megan Beatty, head of product at Front, recommends evaluating whether AI tools are built to support multi-step requests and cross-team actions.
Keep conversations connected with Front
When you need a flexible platform to support a cross-functional operating model, Front is a strong fit. With more than 160 integrations, an open platform for both internal and external AI agents, and strong collaboration features, Front makes it easier to coordinate complex B2B customer work.
One Step GPS, which offers GPS for fleet tracking, uses Front to keep customer conversations connected. Thanks to Front’s integrations, the team uses Jira to escalate technical issues while coordinating responses in Front. This flexible workflow has helped the team achieve more than 1,700 five-star reviews and quadruple its resolution rate.
See Front in action:
Request a personalized demo to explore how Front helps B2B teams manage customer operations more efficiently.
FAQ
What should teams plan for when switching from Gorgias to another support platform?
In addition to migrating customer data and conversations, you need to recreate any custom fields, workflows, and automations you built in Gorgias. You also need to set up the new platform, including integrations, and complete training and testing before you go live.
Can you migrate Gorgias conversations and customer data to another platform?
Yes. Gorgias has a dedicated Help Desk Migration tool for importing and exporting data between Gorgias and more than 80 other help desk platforms. Front’s migration tool makes it easy to import your data from Gorgias for a smooth transition.
What are the most common types of customer service integrations?
Some of the most common integrations are with CRM systems like Salesforce or HubSpot CRM, reporting and analytics tools like Simplesat, e-commerce platforms like Shopify, communication channels like Slack and Teams, and project management apps like As