Gorgias vs Hiver

Detailed side-by-side comparison

Gorgias

From $10/mo

Gorgias is a specialized helpdesk platform designed exclusively for e-commerce businesses, offering deep integrations with platforms like Shopify, Magento, and BigCommerce. It centralizes customer support across multiple channels and enables agents to manage orders, process refunds, and track revenue impact directly from support tickets.

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Hiver

Free

Hiver transforms Gmail into a customer support platform, allowing teams to manage shared inboxes and collaborate without leaving their familiar Gmail interface. It's ideal for teams seeking straightforward customer support capabilities without the complexity of traditional helpdesk software.

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Feature Comparison

Feature	Gorgias	Hiver
Platform Integration	Deep native integrations with e-commerce platforms (Shopify, Magento, BigCommerce) allowing order management, refunds, and subscription edits directly from tickets	Works exclusively within Gmail ecosystem, integrating seamlessly with Google Workspace but limited outside that environment
Multi-Channel Support	Unified inbox supporting email, social media, SMS, live chat, and phone support all in one interface	Supports email (via Gmail), chat, and WhatsApp, but primarily focused on email management within Gmail
Automation Capabilities	Advanced AI-powered automation with intent detection, automated responses, and macros for common inquiries, specifically designed for e-commerce workflows	Basic automation features available but less sophisticated than dedicated helpdesk solutions, focuses more on workflow management than AI-driven automation
Collaboration Features	Team collaboration through ticket assignment, internal notes, and visibility into customer order history and interactions	Collaboration via email notes, @mentions, collision detection to prevent duplicate responses, and email assignment/delegation within Gmail
Analytics & Reporting	Comprehensive revenue tracking showing support impact on sales, detailed performance metrics, and e-commerce-specific KPIs	Analytics dashboards with SLA tracking and CSAT surveys, though reporting capabilities are less robust than enterprise helpdesk solutions
Learning Curve & Setup	Steeper learning curve especially for advanced automation features, but powerful once mastered; requires dedicated onboarding for e-commerce workflows	Minimal learning curve since it works within familiar Gmail interface, easy setup and quick onboarding process

Pricing Comparison

Hiver starts at $0/month making it more accessible for small teams and budget-conscious businesses, while Gorgias starts at $10/month but can become expensive as ticket volume grows. Gorgias delivers better value for e-commerce businesses needing order management capabilities, while Hiver offers better value for teams prioritizing Gmail integration and simplicity.

Verdict

Choose Gorgias if...

Choose Gorgias if you run an e-commerce business and need deep platform integrations, order management capabilities within support tickets, advanced automation for common e-commerce inquiries, and want to track how support impacts revenue.

Choose Hiver if...

Choose Hiver if your team already uses Gmail and wants to add customer support capabilities without leaving the Gmail interface, you need a simple solution with minimal learning curve, or you're a small to medium team seeking affordable shared inbox management without complex features.

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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

Hiver

Pros

+ Seamless Gmail integration requires minimal learning curve
+ No need to switch between multiple platforms
+ Easy setup and onboarding process
+ Affordable pricing for small to medium teams

Cons

- Limited to Gmail ecosystem only
- Advanced automation features lag behind dedicated helpdesk tools
- Reporting capabilities are less robust than enterprise solutions