Compare Salesforce Service Cloud Software and Gorgias 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (80.9% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$10.00
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,227)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansGorgias
Star Rating
(549)4.6 out of 5
Market Segments
Small-Business (80.9% of reviews)
Pros & Cons
Entry-Level Pricing
$10.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Gorgias. Users appreciate its flexibility, noting that it allows for extensive customization to meet both current and future business needs.
- Users say that Gorgias stands out for its ease of use and integration capabilities, particularly with e-commerce platforms like Shopify. Reviewers highlight how Gorgias has streamlined their support workflow by centralizing various communication channels, which saves time and enhances productivity.
- According to verified reviews, Salesforce Service Cloud is praised for its user-friendly interface, making it easy for new users to adapt quickly. This intuitive design is a significant advantage for teams looking to minimize training time and maximize efficiency.
- Reviewers mention that while Gorgias offers great automation features, such as rules and macros, some users feel that it may not be as robust in handling complex customer service scenarios compared to Salesforce Service Cloud, which is noted for its comprehensive capabilities.
- G2 reviewers highlight that Salesforce Service Cloud provides a more extensive range of features for larger organizations, making it a better fit for mid-market companies. In contrast, Gorgias is often favored by small businesses for its straightforward setup and lower entry price.
- Users report that both platforms have strong support systems, but Gorgias receives higher marks for its quality of support. Reviewers appreciate the responsiveness and reliability of Gorgias' customer service, which is crucial for businesses that rely heavily on timely assistance.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Gorgias
Starter
$10.00
Includes 50 tickets/mo, +$0.40 for each extra ticket
- Unlimited users
- Facebook & Instagram integrations
- Live chat & chat campaigns
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Gorgias
Free Trial is available
Ratings
Meets Requirements
8.6
2,800
8.9
410
Ease of Use
8.4
5,387
9.1
415
Ease of Setup
7.9
4,143
8.8
225
Ease of Admin
8.2
1,536
9.2
209
Quality of Support
8.3
2,576
9.1
394
Has the product been a good partner in doing business?
8.7
1,517
9.4
204
Product Direction (% positive)
8.3
2,754
8.9
368
Features by Category
Ticket and Case Management
8.5
1213
|
Verified
9.0
182
8.4
1208
|
Verified
9.1
184
8.3
1250
|
Verified
8.9
181
8.3
1162
|
Verified
8.5
171
8.1
985
8.3
132
7.9
1171
|
Verified
8.7
168
8.3
1153
|
Verified
9.0
172
8.5
1047
|
Verified
8.8
168
Generative AI
7.7
180
7.4
7
7.6
178
7.4
7
Agentic AI - Help Desk
8.3
59
7.5
6
8.4
58
6.9
6
8.2
60
7.5
6
Communication Channels
8.4
1024
|
Verified
8.9
147
8.6
1211
|
Verified
9.1
159
8.1
854
8.8
150
8.0
810
|
Verified
8.6
158
8.1
769
8.2
91
Platform
7.8
555
|
Verified
7.3
100
8.3
819
|
Verified
8.5
131
8.6
694
|
Verified
8.9
142
8.3
620
|
Verified
8.7
141
8.2
1150
|
Verified
8.2
134
8.2
1167
|
Verified
8.3
137
Messenger
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Lead Facilitation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Organization
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Performance Analysis
Not enough data
Not enough data
Not enough data
Not enough data
Sales Analysis
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Sales Assistant
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
8.8
229
Not enough data
8.8
228
Not enough data
8.7
225
Not enough data
Knowledge Management
8.8
220
Not enough data
8.6
212
Not enough data
8.5
210
Not enough data
Compliance
8.7
228
Not enough data
8.7
225
Not enough data
8.6
225
Not enough data
8.6
222
Not enough data
Customer Support
8.1
211
Not enough data
8.2
204
Not enough data
8.0
193
Not enough data
Data Security
8.6
217
Not enough data
8.7
218
Not enough data
9.0
219
Not enough data
9.1
219
Not enough data
Administration
8.6
210
Not enough data
8.9
211
Not enough data
8.9
215
Not enough data
Generative AI
7.5
149
Not enough data
Channels
8.5
122
Not enough data
8.3
119
Not enough data
7.6
118
Not enough data
Design
8.4
116
Not enough data
8.0
116
Not enough data
8.3
119
Not enough data
8.4
119
Not enough data
8.5
115
Not enough data
Generative AI
7.5
112
Not enough data
7.6
111
Not enough data
Usability
8.6
204
Not enough data
8.6
207
Not enough data
8.7
205
Not enough data
Reporting
8.7
204
Not enough data
8.3
198
Not enough data
8.6
201
Not enough data
Generative AI
7.6
179
Not enough data
7.6
180
Not enough data
Quality Assurance
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Not enough data
Engagement
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
Performance
8.7
69
Not enough data
8.8
68
Not enough data
Generative AI
7.7
59
Not enough data
8.0
60
Not enough data
Channels
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Not enough data
Generative AI
7.0
217
Not enough data
Functions
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Not enough data
Agentic AI - Contact Center
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Not enough data
Administrative
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Not enough data
Workforce Management
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Not enough data
Administration
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Not enough data
Conversational Platform
8.5
103
Not enough data
8.7
101
Not enough data
8.1
100
Not enough data
8.2
104
Not enough data
Support Automation
8.1
102
Not enough data
8.1
100
Not enough data
8.1
101
Not enough data
8.0
98
Not enough data
Generative AI
7.4
96
Not enough data
7.5
95
Not enough data
Customer Support
8.3
144
8.0
5
7.9
139
7.3
5
8.2
139
8.7
5
Automation
8.2
143
8.9
6
8.2
143
8.9
6
8.1
143
8.7
5
Artificial Intelligence
7.6
138
8.9
6
7.7
137
8.7
5
7.4
134
7.3
5
Generative AI
7.8
108
8.5
14
7.7
107
8.6
14
7.7
108
7.6
14
Communication
8.5
310
|
Verified
8.9
169
8.6
329
|
Verified
8.6
182
8.4
275
|
Verified
8.5
124
8.5
277
|
Verified
8.6
122
7.8
160
8.6
96
Internal Use
8.3
819
|
Verified
8.5
131
8.3
296
|
Verified
8.9
152
8.5
288
|
Verified
8.7
113
8.4
318
|
Verified
8.7
135
8.5
289
|
Verified
8.8
143
8.7
323
|
Verified
8.7
165
Generative AI
7.3
127
8.3
5
Self-Service Experience
8.6
593
8.6
161
8.3
579
8.4
153
8.3
528
8.3
118
8.0
214
7.8
136
8.4
224
8.3
152
Self-Service Platform
8.4
223
8.5
148
8.6
229
8.4
171
7.6
199
7.9
141
8.5
215
8.8
173
Agentic AI - Customer Self-Service
8.6
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
Generative AI
7.9(won by 0.2)
54
7.7
13
8.0(won by 0.2)
54
7.8
13
Process
8.6
244
8.7(won by 0.1)
148
8.6
264
9.1(won by 0.5)
177
8.3
225
9.2(won by 0.9)
175
Channels
8.8
273
9.4(won by 0.6)
176
8.4
248
8.8(won by 0.4)
167
8.5
231
9.0(won by 0.5)
149
8.6(won by 0.4)
232
8.2
91
8.6(won by 0.3)
214
8.3
94
Insight
8.6(won by 0.2)
230
8.4
112
8.8(won by 0.3)
265
8.5
144
8.5
204
8.7(won by 0.2)
115
8.7
252
9.0(won by 0.3)
141
Generative AI
8.0
80
9.0
5
7.9
81
9.0
5
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
6.5
9
Not enough data
8.0
5
Not enough data
5.5
7
Not enough data
5.0
5
Not enough data
6.4
6
Platform integration - Conversational Commerce Platforms
Not enough data
9.6
8
Not enough data
9.0
5
Not enough data
6.3
5
Not enough data
7.7
10
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
6.9
8
Not enough data
6.0
8
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and Gorgias are categorized as Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Customer Service Automation
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Contact Center Quality Assurance, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
Gorgias is categorized as AI Sales Assistant, Conversational Marketing, AI Customer Support Agents, and Conversational Commerce Platforms
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Gorgias
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Retail
21.4%
Apparel & Fashion
15.2%
Consumer Goods
11.8%
Food & Beverages
10.1%
Consumer Services
6.9%
Other
34.5%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
What does gorgias integrate with?
2 Comments
LL
My understanding is Gorgias can integrate with most apps as an HTTP connection (webhook) as long as there is an API capability. They also have a list of...Read more
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