Gorgias vs Hiver

Gorgias Pro costs $360/month for 2,000 tickets with unlimited agents and Shopify order management, while Hiver Pro costs $55/user/month for Gmail-native support — ecommerce ticket-volume pricing versus Gmail per-user pricing for entirely different support models. Gorgias (G2: 4.6/5) embeds order management into support tickets for Shopify/BigCommerce/Magento. Hiver (G2: 4.6/5) adds shared inbox, collision detection, SLAs, and AI inside Gmail. Both earn identical G2 ratings but serve non-overlapping markets.

The choice is business type: if you run an online store and agents process orders inside tickets, Gorgias is purpose-built for that workflow. If your team uses Gmail for email support and wants zero adoption friction, Hiver enhances the inbox you already use. These platforms rarely compete for the same buyer.

Gorgias provides ecommerce order management inside tickets; Hiver provides Gmail-native email collaboration — no meaningful feature overlap beyond basic conversation handling. Gorgias displays Shopify order data alongside every ticket. Macros automate responses using order variables. SMS and phone handle urgent delivery issues. The AI Agent resolves common queries at $1.50/interaction. Revenue statistics track support-driven sales.

Hiver adds shared labels, @mentions, collision detection, email notes, automation rules, and AI Compose inside Gmail. Pro tier adds WhatsApp, voice, SLA management, and CSAT. The interface is entirely Gmail — zero context switching to a separate platform.

Channel comparison: Gorgias handles email, chat, Facebook, Instagram (ad comments), SMS, phone. Hiver handles email, live chat, WhatsApp (Pro), voice (Pro). Gorgias adds SMS, phone, and social; Hiver adds WhatsApp. Neither supports Telegram, Discord, or Zalo.

A 10-agent team: Gorgias Pro = $360/month (unlimited agents, 2,000 tickets); Hiver Pro = $550/month (10 users). Gorgias is 35% cheaper and does not charge per agent. At 15 agents: Gorgias Pro = still $360/month; Hiver Pro = $825/month. Gorgias saves $465/month ($5,580/year) for a 15-person team. The gap reflects Gorgias's ticket-volume model versus Hiver's per-user model.

For small teams: Gorgias Basic ($60/month, 300 tickets) versus Hiver free (shared inboxes, email + live chat). Hiver is cheaper at the entry level for non-ecommerce teams. Gorgias Starter ($10/month, 50 tickets, 3 users) is the cheapest paid option but very limited.

Gorgias ticket overages: $0.40/ticket. Hiver Pro includes AI with no per-interaction fee. Both require annual billing for best rates.

Choose Gorgias if you run an ecommerce store on Shopify, BigCommerce, or Magento. Agents view order history, process refunds, cancel orders, edit shipping, and create draft orders within tickets. Revenue tracking attributes sales to support. The AI Agent ($1.50/interaction) handles common order queries. Ticket-volume pricing means unlimited agents — add team members without affecting cost.

Choose Hiver if your team handles support through Gmail and Google Workspace. Zero training — agents work in the same Gmail they already know. Pro at $55/user adds WhatsApp, voice, AI Agents, Copilot, SLA management, and CSAT. The free tier covers basic shared inboxes. Hiver works for any industry — not limited to ecommerce.

Gorgias is the right tool for ecommerce teams processing orders inside tickets where ticket-volume pricing favors large teams. Hiver is the right tool for Gmail-native teams handling email support across any industry where zero adoption friction matters more than ecommerce-specific features.

For teams that need messaging-first support across WhatsApp, Telegram, Discord, and Zalo, Converge offers all channels at $49/month flat for up to 15 agents.