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Gorgias vs Intercom

A side-by-side of Gorgias and Intercom on pricing and our methodology scores, drawn from each tool's category Listings. They compete in Live Chat for Ecommerce.

Our pick
Gorgias logo

Gorgias

from $10/mo

Ecommerce helpdesk + chat with deep Shopify and BigCommerce hooks.

Visit Gorgias

The verdict

Gorgias is the stronger overall pick. In the Live Chat for Ecommerce ranking it scores 3.97 to Intercom's 3.80 out of 5. That said, Intercom wins on individual criteria below, so read the breakdown against your own priorities.

At a glance

Gorgias Intercom
Starting price $10/mo $39/mo
Free tier No No
Live Chat for Ecommerce score 3.97 (#1) 3.80 (#3)

Head to head: Live Chat for Ecommerce

scored / 5
Ecommerce Integrations 25% weight
Gorgias 5.0

The deepest ecommerce integration in the category — agents issue refunds, cancel orders, and act on order data inside the ticket, not just view it. Shopify's only Premier CX Partner, used by roughly 40% of top Shopify brands; full depth lands on Shopify specifically.

Intercom 3.5

The Shopify connection is real — order lookup, refunds, and cancellations from the inbox — but reviewers don't single it out, and integration scores land below the category average.

AI Capabilities 25% weight
Gorgias 3.5

Deflects routine post-purchase tickets well, but the marketed 60% automation is a ceiling, not typical, and merchants report occasional hallucinations that need human oversight.

Intercom 4.5

Fin pulls some of the warmest AI sentiment in the category, with the one consistent caveat that it stumbles on very technical or uncommon questions.

Shopper UI 20% weight
Gorgias 4.0

Reviewers call it a good-looking widget that surfaces order data in the panel, but pre-purchase conversation is weaker than post-purchase automation.

Intercom 4.5

The storefront widget rates near the top for usability, with shoppers calling the Messenger intuitive and praising instant on-site replies.

Agent Routing 15% weight
Gorgias 4.5

Macros and a flexible rules builder draw steady praise, with an organized folder-based inbox, even if how the automation pieces relate isn't always obvious.

Intercom 4.0

Routing and inbox management rate solidly but not exceptionally, with reviewers flagging setup complexity and the better features sitting on higher tiers.

Value for Money 15% weight
Gorgias 2.5

Per-ticket pricing is loved for skipping seat limits, but stacked AI per-resolution charges push bills high enough that small stores are told to look elsewhere.

Intercom 2.0

Value is the single most-cited weakness across every source — pricing is called confusing and expensive, and the per-outcome AI billing compounds it at volume.

Gorgias

Pros

  • Order history, refunds, and order edits live inside the ticket — agents never switch apps
  • Shopify's only Premier CX Partner, used by roughly 40% of the top 1,500 Shopify brands
  • Per-ticket pricing instead of per-seat lets your whole team work the inbox without seat limits
  • Time-saving macros and a rules builder flexible enough to actually triage volume

Cons

  • Full AI and order-action depth are effectively Shopify-only; WooCommerce stores miss most of it
  • AI per-resolution fees stack on top of ticket fees, so bills get unpredictable fast
  • Too expensive for a small DTC store under heavy order volume
  • Merchants flag a slow feature-development pace that lets the widget fall behind faster movers

Intercom

Pros

  • Fin AI agent draws some of the strongest reviewer sentiment in the category — "the best AI support assistant I ever used"
  • Shopper-facing widget rates near the top for usability, 4.7/5, with 94% calling the Messenger intuitive
  • Shoppers self-serve order status from the Messenger by entering an order number and email
  • Agents handle refunds, gift cards, and order cancellations from the Shopify sidebar without leaving the inbox

Cons

  • Most-cited weakness everywhere is price — 64% negative pricing sentiment, "very expensive"
  • The $0.99-per-outcome Fin model stacks up fast for a high-volume DTC store
  • Shopify integration works but doesn't stand out; third-party integrations score below the category average
  • Stronger routing features and round-robin assignment are gated to the Advanced tier and up

FAQ

Is Gorgias or Intercom better?
Gorgias edges ahead in our scoring. In the Live Chat for Ecommerce ranking Gorgias scores 3.97 and Intercom scores 3.80 out of 5. Intercom still wins on specific criteria, so the right pick depends on what you weight most.
Is Gorgias cheaper than Intercom?
Gorgias has the lower entry price: Gorgias starts at $10/mo and Intercom starts at $39/mo.
What is the difference between Gorgias and Intercom?
Gorgias is positioned as Ecommerce helpdesk + chat with deep Shopify and BigCommerce hooks. Intercom is positioned as AI-first customer messaging platform with the Fin agent at the core. They go head to head in Live Chat for Ecommerce.
Read the full Gorgias review → Read the full Intercom review →

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