Gorgias vs Pega Customer Service
Gorgias
gorgias.com
Pega Customer Service
pega.comSide by side
| Figure | Gorgias | Pega Customer Service |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 0 | 1 |
| Spec score · AI Customer Service Agents | 8.2 (#7) | 7.8 (#19) |
| Spec score · Customer Self-Service Software | 8.3 (#13) | 7.7 (#23) |
| Spec score · Help desk software | 8.3 (#29) | 8.0 (#48) |
| Spec score · Customer Service - Midmarket Software | 8.3 (#13) | 7.8 (#17) |
| API access | Yes | Yes |
| Founded | 2015 | 1983 |
| Headquarters | 180 Sansome Street, Suite 1800, San Francisco, California, United States | Cambridge, Massachusetts, United States |
| Integrations | Gorgias says its app directory connects more than 100 apps, including Shopify, BigCommerce, Loop Returns, Yotpo, Recharge, and Attentive. | Pega lists integrations including Salesforce Lightning, Twilio, Facebook Messenger, Gmail, Amazon Connect, Five9, Cisco, Genesys, and Avaya. |
| Security | Gorgias lists SOC 2 Type II certification, HIPAA compliance, encrypted backups, HTTPS TLS connections, and two-factor authentication among its security measures. | Pega Cloud supports role-based access controls, SAML, OAuth, and Active Directory integrations, and uses AES 256-bit encryption at rest and TLS 1.2 or TLS 1.3 in transit. |
| Trial | A new helpdesk account starts a 30-day free trial; trial accounts cannot create a help center and have limits on outbound email messages. | Pega advertises a 30-day Customer Service trial hosted on Pega Cloud, but the page says the trial is currently getting an upgrade and directs visitors to foundation training in the meantime. |
Plans
In their own words
Gorgias
Gorgias is a helpdesk for ecommerce customer experience teams, bringing support conversations, customer data, workflows, and an AI Agent together. Its inbox gathers email, chat, SMS, WhatsApp, Instagram, and Facebook conversations in one view. Shopify tickets can show order, customer, and product information; agents can cancel orders, apply discounts, or upsell from a conversation. Helpdesk tools include ticket routing, prioritization, automation rules, SLA management, a help center, and a customer portal. The app directory connects more than 100 apps, and custom HTTP integrations can fetch data or trigger actions in other systems. Gorgias lists web, Android, iOS, API, and extension access. Its mobile apps provide push notifications and can create email tickets, but cannot make or receive calls or send images or links in messages. A new helpdesk account starts with a 30-day free trial, though trial accounts cannot create a help center and have outbound email limits. Plans scale from 50 to 5,000 tickets per month and are not priced per agent. Voice and SMS are add-ons priced by usage.
Pega Customer Service
Pega Customer Service is an omnichannel digital engagement solution for enterprises. It combines automated service, self-service agents, and a unified representative desktop. Pega says Predictable AI can resolve routine requests automatically while supplying context and guidance for complex cases. Workflow-powered Self Service Agents handle requests across channels, provide end-to-end resolutions, or transfer customers to live support. The agent desktop includes AI guidance, automated responses, and task automation for data capture, form filling, and wrap-up. Conversations can move between channels while retaining context, and representatives can view interaction history across channels. Listed capabilities include workflow automation, attended and unattended robotic process automation, Email AI, Pega Knowledge Agent, and real-time Next Best Action recommendations. Supported channels include inbound and outbound telephone, web and mobile chat, email, web self-service, fax, and white mail, with WhatsApp and SMS integrations. Deployment options include Pega Cloud, client-managed cloud, and on-premises. Pricing is on request; a 30-day trial is advertised but currently being upgraded.