Gorgias vs. Zoom Virtual Agent

Gorgias is one of the easiest platforms I've used, as it was easy to navigate. You can customize your views so you can easily track them. The shared views are also specific and convenient. The search button is also one thing I like, as it easily shows what you're looking for with just keywords, email addresses, or any information.

Incentivized

Really great for customers that have experience with chatbots and want a powerful platform that is continuing to evolve. It has been one of the most accurate platforms for generative AI responses and has great tools for administering the platform in a scalable manner. The tool has greatest utility for companies with existing knowledge bases that can be leveraged and with a team that can dedicate resources to continually evolving the implementation to take full advantage of the tool.

• 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.

Incentivized

• Generative AI answers from existing documentation
• Providing tools for admins to discover and easily create new intents and workflows
• Customizing the experience by campaign, chatbot, workflow, etc. to facilitate curated experiences for customers

• Rules are powerful, but clunky, showing them to others can put them off as it looks "easy to break" because of their messy nature.
• Pricing seems to be increasing due to the inclusion of more advanced AI that currently does not provide value.
• Macros could really use contextual support, or a hotkey system to make it easier to pick highly used ones that aren't in the top 3.

Incentivized

• Add more native components for integrating with data sources such as a CRM
• Methodology for session counts: avoid double counting a session if a user is handed-off between bots.
• Admin UI: there can be a lot of clicks to navigate to the correct area of the dashboard to manage settings

Gorgias is still by far most the most complete customer service tool to handle multiple responses and channels at a single umbrella without the needs of opening multiple tabs and sometimes will even make us missed some messages what supposed to be taken care of at a timely manner

Incentivized

You can customize the experience for your clients, make it sound as human as possible and provide different paths to find the answers needed

Incentivized

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

Incentivized

Zoom Virtual Agent was our first choice

Incentivized

• Drastically reduced our response time from 2 business days, to 2 hours on average.
• Made it easier to sync data for damaged item, allowing us to better understand damages.
• Allowed us to easily see that statistics of what kind of issues we are seeing from our customers.

Incentivized

• 70% self-service for managed interactions
• Estimated $3 million in headcount costs saved
• Admin tools have reduced administrative costs by 50%