Gorgias and UVdesk are great tools to enhance customer support operations for your ecommerce business. Both tools offer a shared inbox for you to integrate multiple support channels on a single dashboard. Understanding the differences and similarities between Gorgias vs UVdesk will help you make the right decision when choosing between them.
Also, finding the right ecommerce customer service tool that fits your needs will help you:
- support more customers
- speed up responses
- save the time your support team spends on managing queries and tracking orders
- And offer the best customer experience that you possibly can.
So let’s get started with finding the customer support tool for your business.
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.
UVdesk offers a cloud-based and open source helpdesk solution that helps businesses in the ecommerce industry to manage interactions with their customers. They provide multi-channel support and third-party integrations, support ticket management, task and email management, and customer follow-up tracking.
Top Differences Between Gorgias and UVdesk
Alright, let’s move on to specifics. I’ll walk you through the top areas where Gorgias & UVdesk differ in capabilities and functionality.
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, UVdesk has integrations with Shopify, WooCommerce, BigCommerce, and Magento.
Support Platforms: Gorgias ❌ | UVdesk ✅
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, UVdesk doesn’t work that well. You can view customer details and user actions but you can’t modify orders directly from the dashboard.
Shopify Integration: Gorgias ✅ | UVdesk ❌
A knowledge base is a great way to equip your customers to find solutions to their problems without having to talk to your agents.
With UVdesk you can create these knowledge base articles and organize them with different folders and categories.
Gorgias is at a loss here as it doesn’t have this feature, but you can integrate Gorgias with Helpdocs, a knowledge base software for ecommerce companies.
Knowledge Base: Gorgias ❌ | UVdesk ✅
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 sell a product or to delight a customer.
Gorgias has a mobile app that is available for download on both Android and iOS stores.
UVdesk says they have a mobile-friendly helpdesk that makes your task much easy to manage your customer's query anytime and everywhere. However, they don’t have a mobile app available for download.
Mobile app: Gorgias ✅| UVdesk ❌
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. UVdesk 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.
Unlimited users: Gorgias ✅ | UVdesk ❌
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 UVdesk, you can manage support on live chat, email, Facebook, and Twitter. There’s no clear winner here as it ultimately comes down to the set of channels you want to be providing support on.
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 UVdesk.
However, you’ll find that Gorgias has more integrations with well-known tools used by ecommerce businesses and therefore more likely to be relevant to your business.
Integrations: Gorgias ✅ | UVdesk ❌
UVdesk has an open-source helpdesk system that is completely free to use. However, it’s extremely basic, with even features like Shopify integration unavailable, and you’ll need to upgrade to a paid plan to unlock more powerful features and apps.
Gorgias, on the other hand, doesn’t have a free plan. Their cheapest plan starts at $60/month for 350 monthly tickets. However, they do provide a free trial. So you can check out the product for 14 days and take a call whether it’s the right fit or not.
Free plan: Gorgias ✅ | UVdesk ❌
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.
UVdesk, on the other hand, has three pricing plans to choose from ranging from free to $18/agent/month. Their per agent/month pricing structure means that things can get very expensive really quickly. Additionally, it’s worth noting that UVdesk’s Enterprise plan requires a minimum of 2 agents.
Again there’s no clear winner here. If your team size is small, you might find UVdesk to be a significantly more economical option. But if that’s not the case, given a cleaner UI and more powerful features, Gorgias might still be a better choice even at a higher price point.
Pricing: Gorgias ❌ | UVdesk ✅
When you’re looking for a customer support solution, it probably goes without saying that you expect prompt customer support.
Unfortunately, a response to queries from UVdesk varies from extremely delayed to non-existent.
Gorgias, on the other hand, is quite prompt and helpful with their responses. Additionally, the kind of support you receive depends on the plan you’ve selected. For example, Basic and Pro users will have their support handled through email, live chat, and bi-weekly office hours. Advanced and Enterprise users will also be assigned a dedicated Customer Success Manager.
Customer Support: Gorgias ✅ | UVdesk ❌
Gorgias is a much more established name in the market with big-name clients like Steve Madden, Radio Shack, and Beardbrand.
If you go through UVdesk’s Customer stories, you’ll find a lot of the brands there currently use a different help desk app for Shopify.
Additionally, while their reviews on the app store and other rating platforms are extremely positive, most of the reviews are at least a few years old and don’t provide a lot of context.
Credibility: Gorgias ✅ | UVdesk ❌
Top Similarities Between Gorgias and UVdesk
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 & UVdesk.
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.
And in this department, both Gorgias and UVdesk fit the bill.
But as mentioned earlier while you can edit, cancel, return any order without having to leave the Gorgias dashboard, you can only view orders on the UVdesk dashboard.
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 UVdesk.
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 & UVdesk 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 UVdesk 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 UVdesk.
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 UVdesk 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 & UVdesk excel at it. Both tools let you check response times, resolution times, customer satisfaction score, 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 & UVdesk 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: UVdesk
The good ones
"The service has always been great and they solve issues fast. It is also very user-friendly."
"Lots of benefits to use this help desk software. Many features and lots of integrations. Good and fast support via Skype."
"The easiest Helpdesk ever. User friendly and great UI."
The bad ones
" It can be complex to choose best practices out of so many options."
"Error messages are not clear, for examples when you try to do something and you get an error, the message doesn't describe the error, you need to always contact support to know what happened.”
“Not happy with Customer support. Failed to make it work in our environment. Asking for help from last 2 months via skype + support Ticket. Still no luck.”
1. If I just started my ecommerce store, should I go with Gorgias or UVdesk?
Both Gorgias & UVdesk are equipped with most of the features to help you manage your store’s customer service. Plus both are built specifically for ecommerce.
While Gorgias is a more visually attractive and more powerful tool, since UVdesk has a free plan you may find it to be better suited to your needs while just starting out.
2. I need a live chat for my site. Which one should I go for?
Both Gorgias & UVdesk allow you to add a live chat. However, Gorgias might be a better option since there’s a greater degree of customization and automation available plus the look and feel of the chat widget is a lot cleaner.
3. Can I set up Gorgias and UVdesk by myself without any help?
Yes, both Gorgias & UVdesk 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 UVdesk cost?
UVdesk’s has an open-source pricing plan which is completely free. Their Enterprise plans which include all their features start at $18/agent/month. However, their per-user pricing model means things can get super expensive really quickly. You may want to check out a complete breakdown of all UVdesk pricing plans to help you choose the best one.
Don’t like either of them?
Gorgias and UVdesk 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.
UVdesk, on the other hand, has decent features available for free in their open-source pricing plan. However, there have been a lot of issues reported with things like error messages not showing, canned responses being delayed, etc. Plus as we’ve already made clear we’re not big fans of the per-user pricing model since it penalizes you for success and encourages unsafe practices like seat sharing.
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.