A whopping 95 percent of consumers say that customer service is vital for brand loyalty.
Strongly tied to brand loyalty is stellar customer service, which can help you increase your revenue and build a more successful business in the long run. And hence, it becomes imperative that you choose the right tools to help your brand deliver delightful service to your customers.
To help you pick the right tool, we decided to compare the two leading ecommerce customer service software in the market, i.e., Gorgias & Dixa. Read through the article to understand their strengths and shortcomings and find the tool best suited for your needs.
Both Gorgias and Dixa rival in features, and both have thousands of customers worldwide using the tool to manage their customer service. If you’re choosing between them, you’re already on the right track.
We also understand that they are our competitors, and so we have taken the utmost care to provide our readers with an unbiased analysis while comparing the two tools.
Before we begin to break down the similarities and differences, let me share a brief overview of both the tools to set the context.
Gorgias is a customer service software designed for ecommerce stores. They’re primarily a Shopify app, but recently they’ve integrated with WooCommerce and BigCommerce. They deeply integrate with Shopify that helps support agents to deliver excellent customer support seamlessly.
Dixa is customer service software that empowers brands to create great experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in one single platform. With Dixa, your agents have all the context they need to provide fast, efficient, and effective customer service.
Top Differences Between Gorgias and Dixa
Alright, let’s move on to specifics. I’ll walk you through the top areas where Gorgias & Dixa differ in capabilities and functionality.
If you run an ecommerce store, choosing a random customer support tool is counterintuitive. You need a tool that is designed with the needs of ecommerce businesses in mind.
Gorgias is built for ecommerce and integrates deeply with Shopify. This means that you can edit, cancel, return any order without having to leave the Gorgias dashboard. That’s not all – Gorgias comes with a host of integrations with other commonly-used ecommerce apps. This makes it all the more powerful.
Dixa, although a leading customer service software, isn’t specifically designed for ecommerce businesses. It syncs customer data and allows you to track users' actions in the store. However, you will not be able to modify orders directly from the app.
Ecommerce viability: Gorgias ✅ | Dixa ❌
Although Shopify is pretty much what everyone talks about when it comes to starting an ecommerce store, other platforms also cater to this market. The most popular ones are WooCommerce, BigCommerce, Squarespace & Magento.
As you can see in the above table, Gorgias supports Shopify, Magento & BigCommerce but doesn’t support Magento & Squarespace.
On the other hand, Dixa has integrations with Shopify, WooCommerce, and Magento.
Suppose a customer asks to change the details of a particular order. In that case, you’d have to go to your Shopify (or whatever platform you’re using) dashboard, edit the order there, and then reply to the customer with the new order ID with a confirmation message. It’s hectic and inconvenient.
With Gorgias, you can view customer information on the right-hand side of the dashboard. Besides that, you can track an order (through integrations), modify it (cancel, refund, place a new order) and do all sorts of things with the deep Shopify integration.
Unfortunately, Dixa doesn’t work that well. Its integration with Shopify is very surface-level – you can view customer details and user actions but you can’t modify orders directly from the dashboard.
Shopify Integration: Gorgias ✅ | Integration ❌
Automatic ticket routing
Different agents on your support team have different areas of specialization and expertise. And you want each query to be handled by the agent best equipped to deal with it.
On Dixa, customers can be automatically prioritized and connected with the agent most qualified to meet their needs. Whereas on Gorgias, you'll need to manually do the same task of assigning tickets.
Additionally, on Dixa you can connect customers with the same agent every time for highly personalized and meaningful customer experiences or assign agents a priority in every queue they are part of to ensure the best-suited agents get offered conversations first.
Automatic ticket routing: Gorgias ❌ | Dixa ✅
Number of Users
Collaboration is an extremely important aspect of providing effective support. You want a tool where your whole team can use the app to manage all your customer interactions.
And Gorgias enables you to do just that allowing you to add unlimited users across all their plans at a flat fee. Dixa on the other hand has a per agent/month pricing structure. This basically penalizes you for adding more team members onto their app and unfortunately promotes unsafe practices like seat-sharing.
Number of users: Gorgias ✅ | Dixa ❌
Customers might reach out to you from the channel they prefer, and you’ll need to reply within that channel. So you want your support tool to manage conversations from all the channels your customers are active on.
With Gorgias, you can manage support on live chat, email, Facebook & Instagram.
Whereas on Dixa, you can manage support on live chat, email, Facebook, phone, and WhatsApp. There’s no clear winner here as it ultimately comes down to the set of channels you want to be providing support on.
Gorgias comes with four pricing plans; the lowest one starts at $60/month. You get 350 tickets/month. If you want to add more tickets, you need to pay $25 for 100 tickets. This rate goes down as the plan increases.
Dixa, on the other hand, has three pricing plans to choose from ranging from $99 to $179/agent/month. Their per agent/month pricing structure means that things can get very expensive really quickly. Additionally, it’s worth noting that all Dixa plans require a minimum of 8 agents meaning you’re looking at paying upwards of $790/month even for their cheapest plan.
Pricing: Gorgias ✅ | Dixa ❌
Top Similarities Between Gorgias and Dixa
Just knowing the differences isn’t enough to make an informed decision, is it? So, let’s look at some of the features that are common to both Gorgias & Dixa.
The main purpose of a support tool is to allow the entire support team to log in and respond to customer conversations across channels simultaneously. You can do that with both Gorgias and Dixa. Both the tools also work well to make internal communication possible with the help of Slack integration.
However, we've noticed that even though all the support channels were integrated into one, teams had to get back to their collaboration tools to ask for help or share ticket information.
To solve this problem, DelightChat has built-in internal communication so your team can tag and talk to team members without ever having to leave the customer conversation screen!
More often than not, support reps end up answering the same questions every day. Questions like, “Where’s my order?” “What’s the delivery time?” are surprisingly common. Macros can help answer these recurring questions. Macros are premade responses you can create to resolve your customer queries faster.
Fortunately, both Gorgias & Dixa support macros to help your customers save time and increase productivity. You can also insert a macro to a rule (say, if they ask to cancel an order); that helps you save time even more.
Both Gorgias and Dixa let you automate your team’s workflows for optimum efficiency and to ensure your customers get the best experience possible.
You can do this by setting rules to do things like automatically assign, close & tag conversations, mark conversations as priority, etc.
Collaboration is an integral part of effective support. And features like ticket assignment, private notes, mentions, and tags help you do just that.
In addition to all of the above, you can create separate inboxes for different teams and set user roles & permissions on both Gorgias and Dixa.
You want to be able to seamlessly integrate the existing tools you use with the ecommerce helpdesk solution you choose. And that's possible on both Gorgias and Dixa.
Both Gorgias and Dixa have around 30 integrations each. However it’s worth noting that since Gorgias is built specifically for e-commerce, all their integrations will be extremely relevant to your business.
If you run more than one ecommerce business, it’s quite challenging to manage support for all of them. On top of that, if you have to log in & log out multiple times just to respond to a support query, it’s a clear inconvenience.
Well, you don’t have to worry about it with either Gorgias or Dixa as they support multi-store connections. It means that no matter how many Shopify stores you have, you can manage support for all of them from a single place.
When it comes to Reporting, both Gorgias & Dixa excel at it. Both tools let you check response times, resolution times, customer satisfaction score, macros report, and the lot. You can find more information here:
If you’re traveling or not in front of the laptop, you can’t respond to customer queries. And every question is a lost opportunity to make a sale or to delight an existing customer.
Thankfully, both Gorgias & Dixa come with mobile apps for Android & iOS. This will help you respond to your customers on the go.
Real Customer Reviews: Gorgias
The good ones
“We were looking for a chat that was able to expand to support multiple channels & brands, and we found that with GORGIAS!”
“Gorgias customer service is above and beyond the standard tech experience, they are awesome to work with!”
“Great App, superb support team - quick response helped us set everything up. The App itself has cool features with Shopify. We are pleased with the system.”
The bad ones
“It does not work on Firefox. Secondly, when you try to access the app through the Shopify window, it takes you to a "sign up new account" window, which is a useless loop. You then find your way to your support tickets, but cannot find the settings from there. “
“Absolutely rubbish, difficult to set up and impossible to uninstall! Tried to contact Gorgias through their chat bot and no response, and what are those videos about? seriously high school standard- I was embarrassed watching them”
“I can’t comment on the software itself because I can’t get past the horrific customer support. Getting any help from Gorgias is like pulling teeth. They have zero regard for their customers’ time.”
Real Customer Reviews: Dixa
The good ones
"The thing I like the most about Dixa is that you are able to manage all your emails and phone calls from one central location and not have to look all over the place, this is very helpful when you have to manage different teams and on both email and calls at the same time."
"It saves time. We don't have to ask our colleagues if they've talked to the customer they are currently on the phone with and we don't have to ask customers for their order number 99% of the time."
"The list of orders and the history of conversations are accessible so that we can give personalized attention to the client. I think it's a good idea because anyone can provide effective attention."
The bad ones
"Reduces productivity exponentially and makes work painful"
"Non-sensical SLA sequence. Cannot sort emails by date received. Email replies do not consistently appear at either beginning or end of message thread. No separate chat window, preventing multi-tasking. Frequently crashes. Cannot keep up with my typing speed; cursor jumps around.”
"Amazed at their customer service, but not in a good way!"
1. If I just started my ecommerce store, should I go with Gorgias or Dixa?
Both Gorgias & Dixa are equipped with most of the features to help you manage your store’s customer service. However, since Gorgias is built specifically for ecommerce you may find it to be better suited to your needs.
But both the tools are targeted at enterprises, and their best features are reserved for the higher plans. So you could consider taking advantage of DelightChat, an economic ecommerce helpdesk solution built for SME ecommerce & DTC brands.
2. I need a live chat for my site. Which one should I go for?
Both Gorgias & Dixa allow you to add a live chat. However, if this is the primary feature you’re looking for in an ecommerce helpdesk, Dixa might be a better option since there’s a greater degree of customization and automation available.
3. Can I set up Gorgias and Dixa by myself without any help?
Yes, both Gorgias & Dixa have got extensive documentation for the complicated stuff (if any). Some plans also come with a dedicated account manager who’ll help set it up for you. Plus, there are enough tutorials on YouTube that help you set up either of the software for your ecommerce store.
4.How much does Gorgias cost?
Gorgias starts at $60/month for 350 tickets + $25 for every additional 100 tickets. The price of additional tickets goes down as you upgrade to higher plans. You may want to check out a complete breakdown of all Gorgias pricing plans to help you choose the best one.
5.How much does Dixa cost?
Dixa’s pricing starts at $99/agent/month for their cheapest plan. Their per user pricing model coupled with the fact that you need to purchase a minimum of 8 seats means things can get super expensive really quickly.
Don’t like either of them?
Gorgias and Dixa aren’t the only great support tools for your ecommerce store.
While Gorgias is excellent at supporting multiple ecommerce platforms & other useful features like replying to posts & ad comments & the vast array of integrations, it doesn’t support WooCommerce, which accounts for 32% of ecommerce stores on the internet.
Dixa, on the other hand has great features like context-based routing and customizable workflows that are extremely useful. However, since it’s not built for ecommerce, the lack of deep Shopify integration could be a deal-breaker.
Lastly, they’re both not the easiest to figure out and have pricing plans that might be too expensive for some stores, especially ones smaller sized or earlier in their journey.
If those words resonate with you, perhaps you can take DelightChat for a spin.
Here are a few reasons why DelightChat stands out from the competition:
- It is super easy-to-use (like Gmail or Messenger, only more powerful).
- It comes equipped with all the powerful features an ecommerce brand can expect.
- It is fairly cheap so that it doesn’t burn a hole in your wallet.
Our mission is to empower SME ecommerce & DTC brands with powerful software without breaking the bank. If you are such a brand, DelightChat might be the right customer support software for you.