| Functionality | 5 <p>Chatwoot is a lightweight tool that offers some support functionality that most SMBs will need. Chatwoot allows you to offer support via live chat, email, WhatsApp, social channels and create Help Centres. It also has basic automation and reporting functionality.</p><p>However, it lacks phone support, a no-code chatbot builder to automate chat-related workflow and meaningful analytics functionality.</p> | 7 <p>As a product tailored to e-commerce brands, Gorgias offers a fairly robust range of features. It offer support for all the channels you'd expect including email, live chat, phone, text and socials. Additionally, you'll also find a decent help centre offering and AI agent functionality provided natively too. Though Gorgias does not excel in any one particular area, we did find each feature to be relatively well executed.</p> |
| Ease of Use | 8 <p>Chatwoot has a simple, intuitive interface that is easy to use. It is easy to locate key information and navigating key workflows such as replying to tickets, setting up automation are straightforward and smooth. It should only take a few hours for an average startup employee to be proficient with Chatwoot.</p> | 5 <p>Though individual screens were generally well presented, we did find the sheer breadth of features slightly overwhelming at times. Gorgias' sidebar navigation system is non-standard which initially made it hard to navigate between core features swiftly (like between inboxes and analytics pages).</p> |
| Look and feel | 7 <p>While not as slick as more established competitors, we find Chatwoot's interface modern and slick with fast page load times.</p> | 6 <p>Overall, we found Gorgias to be relatively well designed and intuitive to use. Most interfaces were modern and fast to load (load times < 2 seconds). However, some interfaces did lack refinement or were hidden away in settings - for example, creating chatbots with the same interface used to generate other rules/workflows in the product presented some challenges - a simple drag and drop interface would have been preferable here.</p> |
| Customisability | 8 <p>Chatwoot only offers basic customisability out of the box. Ticket routing and automation options are limited, only basic stylistic changes can be made to the Help Centre, and there's no custom reporting.</p><p>However, Chatwoot is open source. This means its source code is publicly available, so you can customise pretty much anything if you have the engineering resources to do so.</p> | 6 <p>At present, Gorgias offers a fairly standard set of customization options for both internal and external interfaces. For its live chat widget and help centre, you can customize the usual elements including logos, colours and titles. For internal facing screens we appreciated the ease of saving custom views or adding custom tags to tickets to suit your specific business needs.</p> |
| Ease of Setup | 6 <p>Chatwoot offers a simple self-serve free trial for their platform. We found the initial setup to be very simple, taking less than 10 minutes. However, setting up your first channels can be a little tricky. For example, non-Outlook email users will need to configure email connections manually rather than a simple one-click approach. Additionally, Chatwoot offers a number of deeper customization options which can take some time to set up - such as workflow automations.</p> | 7 <p><span style="color: rgb(0, 0, 0);">Gorgias offers a simple self-serve free trial for their platform. We found the initial setup to be simple, taking less than 30 minutes. Setting up your first channels is also a simple process - for example connecting your email can be done with just a couple clicks instead of needing to set up email forwarding manually. However, some features do require some up-front investment to get the most out of such as their AI agents feature as well as any ticket-routing automations you might want.</span></p> |
| Customer Support | 6 <p>Chatwoot offers in-app live chat support during US business hours. In our experience, the quality of Chatwoot's customer support has been quite inconsistent.</p><p>At times, the team is very responsive and helpful. But we've also had experiences of having to wait up to 3 days for a response.</p> | 4 <p>You can contact Gorgias' support agents via a live chat widget in their web app. When tested, you initially have to get through an AI agent which we found to be relatively helpful, however, unable to answer more complex queries. Real agents took an average of an hour to respond and though helpful, often seemed biased to wanting to book demo/sales calls if questions around pricing were asked.</p> |
| Integratability | 3 <p>Chatwoot only has 10 pre-built integrations, none of which are CRMs or phone systems, which many customers would ideally link to Chatwoot.</p><p>However, it does have an API for custom integrations.</p> | 7 <p>For their target customer segment, e-commerce brands, Gorgias offers a very comprehensive integrations store - providing integrations with all the major players like Shopify, BigCommerce etc. Additionally, we appreciated the fact that they also offer a mobile app with which you can handle tickets on the go more easily.</p> |
| Ease of Migration | 5 <p>Chatwoot offers easy contact export but doesn't allow for the export of conversations via self-serve. However, that latter should still be possible via API.</p> | 5 <p>Users can export data on tickets and other analytics via a self-serve option directly within Gorgias' dashboards.</p> |
