Gorgias vs Converge

When choosing a customer service platform for your business, the decision often comes down to finding the right balance between features, pricing, and ease of use. Gorgias has established itself as a leading solution specifically designed for ecommerce brands, offering deep integrations with platforms like Shopify and advanced automation capabilities. Converge, on the other hand, takes a different approach as a unified messaging platform that focuses on simplicity and real-time communication across multiple channels including WhatsApp, Telegram, and Discord.

Both platforms serve the customer communication space but with distinct philosophies. Gorgias excels at transforming support conversations into sales opportunities through its ecommerce-focused features and AI-powered automation. Converge prioritizes straightforward messaging management with a single pricing tier that includes all features and up to 15 team members, making it particularly attractive for teams that want powerful functionality without complex pricing structures.

Both platforms offer unified inbox capabilities, but their approaches differ significantly. Gorgias provides comprehensive ecommerce-focused features including order management, refund processing, and revenue tracking directly within support tickets. This integration allows agents to resolve customer issues without switching between platforms, making it highly efficient for online stores. The platform's AI Agent can handle routine inquiries autonomously and even drive sales through product recommendations.

Converge focuses on modern messaging channels that many businesses are increasingly adopting. While Gorgias covers traditional channels like email and basic social media, Converge excels with platforms like WhatsApp Business, Telegram, and Discord - channels that are becoming essential for reaching younger demographics and international customers. Converge's real-time messaging capabilities and offline PWA functionality ensure teams can stay connected with customers regardless of internet connectivity.

The automation capabilities also differ in scope. Gorgias offers sophisticated rule-based automation and AI features, but these come with additional costs and complexity. Converge includes all automation features in its single plan, making advanced functionality accessible without additional fees. However, Gorgias provides more granular control over automation workflows, which can be valuable for complex ecommerce operations.

Gorgias uses ticket-based pricing rather than per-agent pricing. The Basic plan starts at $60/month for 300 tickets, Pro at $360/month for 2,000 tickets, and Advanced at $900/month for 5,000 tickets. While plans include unlimited users, exceeding ticket limits incurs $0.40 per extra ticket, and AI Agent interactions cost an additional $1.50 each.

For context: a small support team handling 500 tickets monthly would need the Pro plan at $360/month, or pay $80 in overages on Basic ($60 + $80 = $140/month). With AI automation handling 30% of inquiries (150 interactions), add another $225/month in AI fees, bringing totals to $365-$585/month depending on the plan.

Converge offers flat $49/month pricing with unlimited messages and no overage fees. This provides complete cost predictability - the same price regardless of conversation volume. For teams with growing message volumes, Converge's unlimited messaging model avoids the ticket-counting overhead and unexpected costs that can come with Gorgias's usage-based pricing.

The choice between Gorgias and Converge ultimately depends on your business model and communication priorities. Gorgias is the clear winner for established ecommerce brands that need sophisticated order management, revenue tracking, and deep platform integrations. Its AI-powered automation and sales-focused features make it ideal for online stores that want to maximize the revenue potential of every customer interaction.

Converge is the better choice for businesses that prioritize modern messaging channels and want a straightforward, all-inclusive solution. With its focus on platforms like WhatsApp, Telegram, and Discord, plus its simple $49/month pricing that includes everything, Converge is perfect for teams that want powerful messaging capabilities without the complexity of tiered pricing or per-conversation fees.

Choose Gorgias if: You're an established ecommerce brand that needs deep platform integrations, sophisticated automation, and features specifically designed for online retail. The platform excels when you want to turn support conversations into sales opportunities and need detailed order management capabilities.

Choose Converge if: You want a modern, straightforward messaging platform that covers the channels your customers actually use, with transparent pricing that won't surprise you as you grow. It's ideal for businesses that prioritize real-time communication, want to reach customers on platforms like WhatsApp and Discord, and prefer a single plan that includes everything.