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Gorgias vs Certainly Comparison

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Overview

Gorgias is an all-in-one customer service, customer support, and live chat helpdesk for Shopify, Magento, and BigCommerce...

The Certainly Platform is easy to use and not require any coding; our bots are multi-lingual and multi-channel. The Platform...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$

60

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

500

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.7

5

4

3

2

1

57

16

1

1

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.3

5

4

3

2

1

6

4

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

The ease of use and the ability to handle support tickets has been fantastic. The company is innovative and takes their customer needs and suggestions seriously.
Our account manager is super knowledgeable and has the ability to assess our use of the platform and make recommendations on how we can improve the experience.
Our team is so glad we found Gorgias. It has impacted our team's time in a very psositive way and customers have been very pleased with how quickly we are able to reply to them.

Pros

The support I received during the setup is amazing. They are very proactive and fast in replying.
Im teaching, and we have great pleasure in making our students build different solutions for different industries, in order how to learn to build a chatbot, and to learn about the industries.
Whenever I hit a snag, their team is super fast to respond & they go above and beyond in explaining best practices & often proposing clever solutions to what I'm trying to achieve.

Cons

I dislike that it's difficult to customize and some of the key functions that would really help how the platform performs are difficult to use or fail to work sometimes.
The reality is that some of the integrations that have been missing for our company are launching as they have mentioned these updates in the past two Update Webinars.
Setting up workflows can be annoying if you have to use tags, open/close status, etc.

Cons

Some templates were confusing to set up though which caused some frustration. I'd imagine this would not be a problem for teams implementing the bot with programmer resources available.
The lack of Analytics data. The confusing setup when the bot is large.
The platform can get "confused" over keywords and global connections, and this can result in some strange replies from the bot.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features67
  • @mentions
  • AI/Machine Learning
  • API
  • Activity Dashboard
  • Alerts / Escalation
  • Auto-Responders
  • Automated Routing
  • Batch Communications
  • Billing & Invoicing
  • Call Center Management
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Case Management
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Code-free Development
  • Communication Management
  • Complaint Management
  • Contact Management
  • Contextual Guidance
  • Conversion Tracking
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Templates
  • Email Distribution
  • Email Management
  • Email Templates
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • For Developers
  • For Sales Teams/Organizations
  • Help Desk Management
  • Historical Reporting
  • IVR / Voice Recognition
  • Intent Recognition
  • Interaction Tracking
  • Issue Tracking
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Natural Language Processing
  • Natural Language Search
  • Offline Form
  • Order Tracking
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pre-Configured Bot
  • Proactive Chat
  • Process/Workflow Automation
  • Project Management
  • Push Notifications
  • Quality Assurance
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Routing
  • Search/Filter
  • Sentiment Analysis
  • Social Advertising
  • Social Media Integration
  • Social Media Monitoring
  • Speech Recognition
  • Speech-to-Text Analysis
  • Subscription Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Website Management
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management
  • Total features59
  • @mentions
  • AI/Machine Learning
  • API
  • Activity Dashboard
  • Alerts / Escalation
  • Auto-Responders
  • Automated Routing
  • Batch Communications
  • Billing & Invoicing
  • Call Center Management
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Case Management
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Code-free Development
  • Communication Management
  • Complaint Management
  • Contact Management
  • Contextual Guidance
  • Conversion Tracking
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Templates
  • Email Distribution
  • Email Management
  • Email Templates
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • For Developers
  • For Sales Teams/Organizations
  • Help Desk Management
  • Historical Reporting
  • IVR / Voice Recognition
  • Intent Recognition
  • Interaction Tracking
  • Issue Tracking
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Natural Language Processing
  • Natural Language Search
  • Offline Form
  • Order Tracking
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pre-Configured Bot
  • Proactive Chat
  • Process/Workflow Automation
  • Project Management
  • Push Notifications
  • Quality Assurance
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Routing
  • Search/Filter
  • Sentiment Analysis
  • Social Advertising
  • Social Media Integration
  • Social Media Monitoring
  • Speech Recognition
  • Speech-to-Text Analysis
  • Subscription Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Website Management
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management

Integrations

  • Total integrations24
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10.00/10

Share this review:

Gorgias

Great tool, great support

Reviewed 4 years ago

This is not my first help desk software, but it is certainly the one with which we're getting better. We use it to manage the customer care of a cinema ticketing booking service, so we need to be fast and effective: we were looking for a product that did not have a thousand functions - of which many unnecessary - but focused on the most important features. With Gorgias we found what we were looking for. And the staff of Gorgias is kind, fast and effective.

Pros

Fast; simple but complete; clear UI; the right functions, without getting lost in useless tools or procedure

Cons

What can I say? Blue is my favorite color, but this is a marginal detail :-)

Gorgias vs. Certainly

See how Gorgias and Certainly stack up against each other by comparing features, pricing, ratings, integrations, security & more.