If you run an e-commerce store, your customer support needs to be fast, reliable and scalable.
One popular tool out there, Gorgias, promised to deliver that for your business. But some businesses need other features or simply a better price.
So, whether you are looking for conversational AI, phone support or a platform that integrates with Shopify, this is your guide to finding the best Gorgias alternative.
In this guide, I'll look at Gorgias' competitors and when you should choose an alternative to Gorgias. At the end, I'll give you the number #1 best Gorgias alternative (depending on what you need).
After reading this post, you'll know exactly which tool is best for your ecommerce business, so you can have:
1) better communication with customers
2) a better customer experience
3) a faster response time than your competitors.
In the TLDR table, you'll find the 11 best options with features you should know.
Editors note: Gorgias uses team-tier pricing. Some prices mentioned are "per month per agent", and you'll see examples like "150 per user per month."
TLDR of Gorgias alternatives
1. Ringly.io: AI phone support for Shopify stores
Best for: Shopify stores looking for the best way to offer 24/7 AI phone support. Ringly resolves on average ~70% of support calls on its own.
Did you know that 83% of your customers want to call you when they need help? These are the people that will never even make it to your cart. Ringly's AI phone agent will scan your product catalog to help customers with product questions too.
Features:
- AI phone support agent answers and resolves an average of 73% of calls without human intervention
- Automated order tracking, returns/exchanges, and more to automate repetitive calls
- Integrates with 7,000+ tools to integrate with your current setup
- 30+ languages supported for global customer interaction
- Results-based pricing - only pay when at least 60% of your calls are resolved (transparent pricing model)
Pros:
- Dramatically cuts support costs and makes your support way more efficient
- Analyzes every call, so you don't need to track CSAT. Ringly shows the result and the caller mood for evert call, so you automatically track customer satisfaction.
- Speaks 30 languages and is available 24/7. This alone is groundbreaking for ecommerce stores.
- Scales with you on autopilot.
Cons:
- Focused on phone support (you still need an extra tool if you want more channels)
Built for Shopify: You can install Ringly from the Shopify app store. This integration with Shopify lets the AI phone support rep to find info about your customers before the call even starts.
Ideal for: Shopify stores that want to "wow" customers on the phone (= common reaction for people who try Ringly) and save A TON of money on repetitive phone support.
What's unique about Ringly.io: Currently the only AI phone support tool for e-commerce, with the best resolution rate (73% average on over 2,100 Shopify stores).
They also have the most risk-free offer, where you only pay when the AI does its job. Ringly is the first option for brands that want to offer personalized support through voice.
Editors note: Ringly.io opened 5 spots for Shopify stores to pay $0 until AI resolves 60% of your support calls. You can book a call to claim it.
2. Tidio: multichannel live chat
Best for: Combining live chat, chatbots and email support across multiple channels.
Features:
- live chat, chatbots and help desk in one
- Social messaging (Instagram, Messenger, WhatsApp, SMS)
- No-code chatbot builder
- ai-powered responses
Pros:
- User-friendly and visually appealing
- Generous free plan
Cons:
- Phone support not included
- Some advanced features require upgrades
Shopify integration: easy to set up, includes automated triggers, and it syncs customer info.
Ideal for: medium-sized stores that want to engage visitors and automate basic support.
What's unique about Tidio: easy and fast to set up and collaboration features included for faster ticket management.
3. Help Scout: ticketing and collab
Best for: E-commerce brands who value personalized email support and want a simple ticketing system.
Features:
- A shared inbox for teams to manage customer messages
- Knowledge base builder and public help center for frequently asked questions
- Automation builder and tracking features
Pros:
- Clean interface and easy onboarding
- Strong focus on CX metrics
Cons:
- No built-in phone support
- Limited chatbot customization
Shopify integration: Robust integration with easy ticket assignment that connects the Shopify orders, easy to integrate.
Ideal for: brands prioritizing email and a human touch in their support ticketing system.
What's unique about Help Scout: Know for the ease of use and good support history among Help Scout users.
4. Desku: affordable ecom support
Best for: Merchants who need strong ticketing and value for money.
Features:
- Live chat, social media and knowledge bases
- Custom chatbots to automate repetitive questions
- Integrates with Shopify, WooCommerce and more
Pros:
- Cost-effective for growing brands
- All in one interface for customer service software
Cons:
- The platform is newer, so there are fewer advanced analytics
- There are fewer third -party integrations
Shopify integration: fast and easy setup. The integration will automatically pull orders and customer information from Shopify
Ideal for: ecommerce stores on a budget that just need the essentials
What's unique about Desku: modern UI and transparent pricing
5. Big Sur AI: customer analytics
Best for: Brands that want flexible AI and advanced analytics across platforms.
Features:
- Omnichannel ticketing with NLP-powered AI
- A visual dashboard for customer data
Pros:
- One of the best for ai-powered suggestions
- Flexible for fast-moving ecommerce teams
Cons:
- Focused on tickets and analytics but lacks phone support
- Steeper learning curve
Shopify integration: syncs Shopify customers and order history and is easy to integrate
Ideal for: stores that are looking to increase productivity with AI
Unique edge: smart recommendations and ai/data driven insight
6. Kustomer: CRM multi-channel support
Best for: Larger brands that need unified customer relationship management across email, chat and socials.
Features:
- Very good overview of customer information
- Strong automation
- Omnichannel support options
Pros:
- Best in class CRM
- Very good API and integration library
Cons:
- Higher price point
- Setup requires more time
Shopify integration: Supports more complex support ticket routing
Ideal for: larger ecommerce brands that need a more custom setup
What's unique about Kustomer: deeper CRM and process automation
7. Freshworks: scalable helpdesk
Best for: Stores that want robust ticket management and scalability.
Features:
- Omnichannel ticketing (email, chat, phone, socials)
- AI chatbot (Freddy ai)
- Good analytics
Pros:
- Scalable for any business size
- Marketplace of 1,000+ integrations
Cons:
- Can feel enterprise-heavy for small brands
- Full power requires premium plans
Shopify integration: Pre built connections available
Ideal for: Stores with multiple support channels
What's unique about Freshworks: proven ecosystem and automation flexibility
8. Zendesk: the old leader
Best for: bigger ecommerce brands that need enterprise-grade flexibility.
Features:
- Email, chat, phone and social support (classic Zendesk stack)
- Very good analytics
- An enormous library of integrations
Pros:
- Reliable and secure
- Scalable and strong customer service platform capabilities
Cons:
- Steep learning curve
- More expensive at scale
Shopify integration: A well documented and deep integration
Ideal for: enterprises with custom setup needs
What's unique about Zendesk: Battle-tested system that has been around for a while
9. Re:amaze: chat and helpdesk for ecom
Best for: Brands that are looking for a balance of live chat, chatbots and a help desk on a budget.
Features:
- Automated responses
- SMS, chat, email and socials
- Knowledge bases and help centers
Pros:
- Very good ecommerce widgets
- More affordable for smaller teams
Cons:
- Limited phone support
- Reporting could be deeper
Shopify integration: Realtime order lookup connection
Ideal for: DTC brands expanding support
What's unique about Re:amaze: ecommerce widgets and a good price-to-feature ratio for ticket management.
10. Intercom: conversational bots and self-service
Best for: Stores wanting robust customer messaging and onboarding flows.
Features:
- AI chatbots and targeted messaging
- Very capable knowledge base
- Help center
Pros:
- Very good personalized AI chat
Cons:
- Premium pricing adds up with higher usage
- Some features are better suited for SaaS businesses
Shopify integration: possible, but not as native as Gorgias.
Ideal for: brands that want to combine marketing with support and customer communication
What's unique about Intercom: very good conversational AI (fin AI chat)
11. Zoho Desk: customizable helpdesk
Best for: Value-focused merchants with a need for basic ticketing.
Features:
- Multi-channel ticketing (email, chat, social)
- Custom automations and SLAs
- Simple customer portals
Pros:
- Extremely cost-effective
- Integrates into the Zoho ecosystem
Cons:
- No advanced AI and phone integrations
- A less modern interface (difficult to use)
Shopify integration: possible to integrate via extensions and APIs
Ideal for: stores with a smaller support team
What's unique about Zoho Desk: more customization for less money
What to look for in a Gorgias alternative (5 things)
1. Make sure the tool you pick connects to your ecommerce platform.
2. Does the tool offer multiple channels?
3. Think of how much of your support AI can take over, and what tool offers that capability.
4. Can the tool you pick scale without having to hire more humans?
5. Does the pricing model fit with your business?
Some context on Gorgias: Gorgias is an all-in-one customer service software for ecommerce.
You can use Gorgias with a support team of 10 users or more. Gorgias offers quite a lot of integrations, and they bill per month per agent.
But Gorgias still lacks features, like AI phone support.
Conclusion: choose the right alternative to Gorgias for your ecom store
Switching from Gorgias is not just about finding a cheaper alternative. The goal should be to give your customers the best experience possible.
If you want AI phone support: Ringly.io is the best option.
If you want live chat: Tidio and Re:amaze are the great.
If you are a large brand: Kustomer or Zendesk are better.
Honorable mention: Richpanel was not included in this comparison, but it is worth to check it out too.
While deciding, keep your specific ecommerce use cases in mind and make sure the support platform you pick will:
1) Make your customers happier
2) Not cost you a fortune
That's it!
Want to bring your support to the next level? Pick one of the best Gorgias alternatives above to find the tool for your customer support needs.
Have questions about automating your phone support or integrating with Shopify? Discover how Ringly.io is helping merchants like you save time, cut costs, and help every caller.
