Gorgias vs. Salesforce Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gorgias
Score 9.2 out of 10
N/A
Gorgias, headquartered in San Francisco, builds a multi-channel helpdesk integrated with e-commerce merchants'​ back-office. It allows merchants to manage all their support from one place. Gorgias connects all business apps and all communication channels to provide support agents a unified view of their customers. It sets auto-responses to common customer requests.
$60
per month Up to 350 mothly tickets
Salesforce Service Cloud
Score 8.7 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
GorgiasSalesforce Service Cloud
Editions & Modules
Basic
$60
per month 350 monthly tickets
Pro
$300
per month 2,000 monthly tickets
Advanced
$750
per month 6,000 monthly tickets
Custom
custom
Custom ticket volume
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
GorgiasSalesforce Service Cloud
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
GorgiasSalesforce Service Cloud
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Gorgias
8.7
1 Ratings
10% above category average
Salesforce Service Cloud
8.8
68 Ratings
11% above category average
Organize and prioritize service tickets8.01 Ratings8.866 Ratings
Expert directory7.01 Ratings8.547 Ratings
Subscription-based notifications9.01 Ratings9.156 Ratings
ITSM collaboration and documentation9.01 Ratings8.452 Ratings
Ticket creation and submission9.01 Ratings9.266 Ratings
Ticket response10.01 Ratings8.865 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Gorgias
7.0
1 Ratings
10% below category average
Salesforce Service Cloud
9.0
64 Ratings
15% above category average
External knowledge base6.01 Ratings9.157 Ratings
Internal knowledge base8.01 Ratings9.062 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Gorgias
9.4
1 Ratings
20% above category average
Salesforce Service Cloud
8.9
68 Ratings
15% above category average
Customer portal8.01 Ratings8.948 Ratings
IVR9.01 Ratings8.531 Ratings
Social integration10.01 Ratings8.642 Ratings
Email support10.01 Ratings9.367 Ratings
Help Desk CRM integration10.01 Ratings9.259 Ratings
Best Alternatives
GorgiasSalesforce Service Cloud
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GorgiasSalesforce Service Cloud
Likelihood to Recommend
10.0
(1 ratings)
9.0
(74 ratings)
Likelihood to Renew
-
(0 ratings)
9.5
(6 ratings)
Usability
-
(0 ratings)
8.0
(12 ratings)
Availability
-
(0 ratings)
9.5
(19 ratings)
Performance
-
(0 ratings)
8.6
(7 ratings)
Support Rating
-
(0 ratings)
7.0
(20 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
-
(0 ratings)
7.0
(1 ratings)
User Testimonials
GorgiasSalesforce Service Cloud
Likelihood to Recommend
Gorgias
It has the best Shopify integration we had over 40 Shopify stores and having all of that information on a user's email was extremely helpful. The integrations for 3pls could’ve been better and the reporting left something to be desired. Having a feature like most common topics based on what the users write about rather than what we had to manually tag would be very beneficial.
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Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
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Pros
Gorgias
  • Tagging- the tagging system was a great way to stay organized.
  • Rules- when you have 49 inboxes implementing rules on when to fire a macro or auto tag is necessary and Gorgias’ UI was easy to understand and execute.
  • Integrations- I had to integrate with dozens of inboxes many times using aliases and most of the time Gorgias was able to help.
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Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
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Cons
Gorgias
  • With that said, sometimes integrations would not work and we would have to create a Gmail alias.
  • Their response time was not that quick to errors.
  • They did not integrate with platforms such as whiplash or ship station which would have been very useful.
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Salesforce
  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
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Likelihood to Renew
Gorgias
No answers on this topic
Salesforce
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
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Usability
Gorgias
No answers on this topic
Salesforce
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
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Reliability and Availability
Gorgias
No answers on this topic
Salesforce
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
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Performance
Gorgias
No answers on this topic
Salesforce
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
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Support Rating
Gorgias
No answers on this topic
Salesforce
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
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Implementation Rating
Gorgias
No answers on this topic
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
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Alternatives Considered
Gorgias
We selected Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now
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Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
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Return on Investment
Gorgias
  • Scales for 25 inboxes to 40
  • Handled over 1000 tickets a day quickly with Shopify information easily available.
  • Quantified reports for our business partners based on tagging features.
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Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
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ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center