Arena.im vs. Gorgias

It's well suited for environments where you have chat participants quickly dropping in and out of chat rooms for quick conversations. We use it in a virtual event environment where this is often the case. It's also good for an environment where each chat room has its own moderators who can control the individual rooms. It can also be easily embedded into sites and doesn't require development experience.

Incentivized

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

• Easy to implement
• Cost effective
• Strong build vs buy proposition

Incentivized

• Gorgias AI, it able to replied to tickets with the brand of voice and the approached that aligned with our brand voice.
• Integrations that can be connected to multiple shopify stores, including messaging channels.
• Auto tagging on ticketing better categorizing when search.

Incentivized

• User Interface
• Additional functionality for management
• Set up process for use cases where many chat rooms are required

Incentivized

• Maybe in sending our response, it would be nice if the undo button was longer than 5 seconds.
• Alt + enter should be disabled as we could accidentally press this, and the emails are automatically sent.

Incentivized

It's pretty straightforward, but it does take a little getting used to for many people. I would almost recommend having an "expert" have someone sitting nearby to coach the user for their first experiences with the software, as well as setting options to be limited. As otherwise, there can be moments that are just too much at once for some users

Incentivized

We did not evaluate any other products as Arena.im fit our needs from the start.

Incentivized

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

• Keeps our website dynamic.
• Boosts our SEO.
• Saves us time.

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