| Functionality | 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> | 6 <p><span style="color: rgb(0, 0, 0);">HelpCrunch is more of a customer engagement platform than a focused support tool. It places emphasis on features like proactive messaging via its chat widget and sending email outbound blasts to engage customers. When it comes to its core support functionality like live chat and building help centres, HelpCrunch is nothing special. We were sad to see a lack of any kind of AI chatbot and a limited array of integrations though.</span></p> |
| Ease of Use | 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> | 5 <p>Whilst we found HelpCrunch's interface to feel somewhat dated, overall, the product is fairly simple to use. Its inbox experience is familiar and intuitive, similar to the feel of an email inbox. On average, it would take an SMB employee a few hours to master its use.</p> |
| Look and feel | 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> | 4 <p>HelpCrunch's design aesthetic feels dated. It lacks the simpler, more modern look that many of its competitors have today - both on the internal facing web app and external facing widgets/knowledge bases. When tested, we also noticed a slight lag to certain pages in terms of load times, often taking a few seconds.</p> |
| Customisability | 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> | 7 <p>HelpCrunch offers a number of channels to customize your experience with the product. On the internal facing pieces of the product we especially appreciated the ability to customise how customer cards look in the inbox, as well as the ease to which you can create custom inbox views. However, the options for customizing the look and feel of widgets/knowledge bases were somewhat more limited.</p> |
| Ease of Setup | 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> | 4 <p>HelpCrunch offers a simple self-serve free trial for their platform. We found the initial setup to be slightly longer than necessary, taking around 10 minutes. Setting up your first channels may take some time though - with no easy one-click email connect option, you’ll have to setup email forwarding manually. When it comes to richer customisation options - the platform is fairly standard when compared to competitors with simple scripts to add live widgets to your website and relatively basic appearance customisation options. </p> |
| Customer Support | 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> | 8 <p>HelpCentre offers support primarily via a live chat widget inside its web app. When tested, we find it easy to get hold of a live agent - in generally less than 5 minutes. Once contacted, we found them to be knowledgeable and helpful, often able to answer complex queries in a single response.</p> |
| Integratability | 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> | 2 <p>We were disappointed by HelpCrunch's limited array of integrations. Core integrations such as with CRMs (Salesforce, Hubspot), e-commerce platforms (Shopify) or ticketing platforms (Jira) are all marked as 'coming soon' but remain omitted entirely for the time being.</p> |
| Ease of Migration | 5 <p>Users can export data on tickets and other analytics via a self-serve option directly within Gorgias' dashboards.</p> | 6 <p>HelpCrunch offers self-serve export functionality for contact lists and transcripts within its web app. We were also pleased to note that they an offer an API which users can interact with too.</p> |
