Gorgias vs Helpshift

Detailed side-by-side comparison

Gorgias

From $10/mo

Gorgias is a helpdesk platform purpose-built for e-commerce businesses, offering a unified inbox that centralizes customer support across multiple channels including email, social media, SMS, and live chat. It integrates deeply with e-commerce platforms like Shopify, Magento, and BigCommerce, allowing support agents to manage orders, process refunds, and handle subscriptions directly from support tickets.

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Helpshift

Helpshift is a digital customer service platform designed for mobile and web applications, combining AI-powered automation with human support to deliver seamless in-app messaging experiences. It's ideal for digital-first companies, particularly mobile-first and gaming businesses, that want to provide support directly within their products without forcing users to leave the app.

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Feature Comparison

Feature	Gorgias	Helpshift
Primary Support Channel	Multi-channel unified inbox covering email, social media, SMS, live chat, and phone support across external channels	In-app messaging and chat as the primary channel, embedded directly within mobile and web applications for a native user experience
E-commerce Integration	Deep integrations with Shopify, Magento, and BigCommerce enabling order viewing, refund processing, and subscription management directly from tickets	Not focused on e-commerce; designed for general digital products and mobile applications without specialized retail features
Automation Capabilities	Automated responses and macros for common inquiries with AI-powered intent detection to reduce repetitive ticket handling	Strong AI-powered chatbots and automation with proactive outreach campaigns to reduce support ticket volume before issues arise
Analytics & Reporting	Revenue statistics tracking that shows support impact on sales, including revenue generated and saved through support interactions	Real-time analytics and reporting focused on support metrics, response times, and ticket resolution without revenue tracking
Knowledge Base	Self-service help center and FAQ builder to deflect common customer questions before they become tickets	Knowledge base and FAQ management accessible within the app for self-service support
Target Use Case	Specifically designed for e-commerce businesses needing order management and multi-channel customer support	Built for digital-first companies, particularly mobile apps and gaming companies requiring in-app support experiences

Pricing Comparison

Gorgias offers transparent pricing starting at $10/month, though costs increase with ticket volume, making it potentially expensive for high-volume e-commerce stores. Helpshift does not publicly disclose starting prices and typically requires custom enterprise pricing, which may be cost-prohibitive for smaller teams but offers value for large-scale mobile applications.

Verdict

Choose Gorgias if...

Choose Gorgias if you run an e-commerce business on Shopify, Magento, or BigCommerce and need agents to manage orders and refunds directly from support tickets while tracking how support impacts revenue. It's ideal for online retailers who need multi-channel support centralized in one platform.

Choose Helpshift if...

Choose Helpshift if you're building a mobile-first application, game, or digital product and want to provide seamless in-app customer support without redirecting users to external channels. It's best for companies prioritizing native app experiences with strong AI automation to minimize human support needs.

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Customer Support

Pros & Cons

Gorgias

Pros

+ Purpose-built for e-commerce with order management capabilities built-in
+ Powerful automation reduces repetitive ticket handling significantly
+ Comprehensive integration ecosystem with e-commerce platforms and apps
+ Tracks revenue generated and saved through support interactions

Cons

- Pricing can become expensive as ticket volume grows
- Learning curve for advanced automation features
- Limited functionality for non-e-commerce businesses

Helpshift

Pros

+ Seamless in-app integration provides native user experience
+ Strong AI capabilities reduce support ticket volume
+ Excellent for mobile-first and gaming companies
+ Rich automation features improve response times

Cons

- Pricing can be expensive for smaller teams
- Steeper learning curve compared to simpler helpdesk tools
- Limited customization options for some features