Gorgias vs. Microsoft Dynamics 365 Customer Service

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

With the constant changes included in the product, we can now use it for all the customer service scenarios / channels, for e.g. earlier for voice, we had to buy 3rd party CTI based tools, but now Voice Channel being available as the part of the product, that solves that thing. Also we see constantly new AI-driven features added to the product that could save lot of time of the agents while working on the cases like case summary, automate email generation, sentiment analysis etc.

• 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

• Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
• It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
• This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
• Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
• A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.

Incentivized

• 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

• It occasionally crashes or slow down, but it usually works great.
• Costly.

Incentivized

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

Microsoft Dynamics 365 Customer Service is generally very user-friendly, especially for those familiar with Microsoft products. The strength of Microsoft Dynamics 365 Customer Service is its integration with Outlook and Microsoft Office products like Word, Excel etc. and it user interface being similar to those products. This makes it easy for user to adopt to any new app.

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

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

• It has help us serve our customers better and get Support Contracts from them after we have designed / developed and deployed Microsoft Dynamics 365 Customer Service based solutions for them
• Ease of Routing it to appropriate customer support agent
• Because of multiple channel support we now give our customers option to raise a ticket or connect with their preferred communication medium, be it email, SMS, Chat etc.