Gorgias vs Hiver
Gorgias is ecommerce customer service platform with deep platform integrations. Best suited for ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities. Known for its deep ecommerce integrations that allow agents to view orders, process refunds, and manage customer data without leaving the support platform.
Hiver is gmail-based customer service platform. Best suited for organizations heavily invested in Gmail who primarily handle email support. Known for its native Gmail integration and shared mailbox management.
Gorgias HiverGorgias 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.
What features does Gorgias offer?
Gorgias's feature set is built around its target customer base, a key differentiator against Hiver. It uses a usage-based pricing model starting at From $10/mo, a different approach from Hiver's per seat structure. The features split across channel coverage, automation depth, AI tooling, and team management. Converge ($49/month flat for up to 15 agents) covers all of these in its base subscription.
What features does Hiver offer?
Hiver's feature set is built around its target customer base, a key differentiator against Gorgias. It uses a per seat pricing model starting at From $25/seat/mo, a different approach from Gorgias's usage-based structure. The features split across channel coverage, automation depth, AI tooling, and team management. Converge ($49/month flat for up to 15 agents) covers all of these in its base subscription.
How do Gorgias and Hiver compare on features?
Gorgias and Hiver compete in the same category but tune their feature sets for different team profiles. The material differences cluster around channel coverage, automation depth, reporting, and team management. The side-by-side below draws on aggregated G2 and Capterra reviews. A flat-rate alternative like Converge ($49/month for up to 15 agents) may sidestep the trade-off entirely.
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.
How much do Gorgias and Hiver cost?
Gorgias starts at From $10/mo (usage-based); Hiver starts at From $25/seat/mo (per seat). Converge is $49/month flat for up to 15 agents with all channels and AI included.
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.
Gorgias Pricing
Hiver Pricing
What are Gorgias's strengths and limitations?
Gorgias's biggest strengths cluster around what reviewers consistently single out as its standout capability, which is what makes it a strong fit for ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities. Its limitations cluster around pricing-model fit at smaller team sizes and around channel coverage gaps relative to a messaging-first inbox. The detailed lists below come from aggregated G2 and Capterra reviews plus our own internal customer-pipeline reports — teams that are using Gorgias today as their primary inbox, plus teams that evaluated and ultimately rejected it during their selection process. Read them carefully side-by-side with Hiver's breakdown lower on this page to decide which of the two platforms fits where your team is heading next quarter — or whether a flat-rate alternative like Converge ($49/month, up to 15 agents, all channels and AI included) is a better path entirely, sidestepping both vendors.
Strengths
- Excellent ecommerce platform integrations with order management capabilities
- Powerful automation and AI features that reduce manual work
- Unified inbox that consolidates all customer communications
- No per-agent pricing model allows up to 15 team members
Limitations
- Pricing can become expensive for high-volume support teams
- Complex setup process for advanced automation rules
- Limited notification options for new tickets
- Primarily focused on ecommerce, less suitable for other industries
What are Hiver's strengths and limitations?
Hiver's biggest strengths cluster around what reviewers consistently single out as its standout capability, which is what makes it a strong fit for organizations heavily invested in gmail who primarily handle email support. Its limitations cluster around pricing-model fit at smaller team sizes and around channel coverage gaps relative to a messaging-first inbox. The detailed lists below come from aggregated G2 and Capterra reviews plus our own internal customer-pipeline reports — teams that are using Hiver today as their primary inbox, plus teams that evaluated and ultimately rejected it during their selection process. Read them carefully alongside Gorgias's breakdown earlier on this page to decide which of the two platforms fits where your team is heading next quarter — or whether a flat-rate alternative like Converge ($49/month, up to 15 agents, all channels and AI included) is a better path entirely, sidestepping both vendors.
Strengths
- Seamless Gmail integration
- Easy setup for Gmail users
- Good email management features
- Familiar interface
Limitations
- Limited to Gmail ecosystem
- No modern messaging channels
- Expensive per-user pricing
- Lacks WhatsApp and social messaging
Gorgias or Hiver: which should you pick?
Pick Gorgias if your primary need maps to its standout capability and its pricing model works at your team size. Pick Hiver if your team profile maps to its strengths instead. If neither fits — for example, a 3-15 agent team handling messaging channels (WhatsApp, Telegram, Messenger, Instagram, Discord, Zalo) wanting flat-rate pricing — Converge is $49/month flat for up to 15 agents, with all channels and AI tooling included.
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.
When should you choose Gorgias or Hiver?
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.
Looking for more options? Browse all platform comparisons, or see all Gorgias comparisons and all Hiver comparisons.
Frequently Asked Questions
Gorgias is best for Ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities. Hiver is best for Organizations heavily invested in Gmail who primarily handle email support. Gorgias's standout feature is Deep ecommerce integrations that allow agents to view orders, process refunds, and manage customer data without leaving the support platform, while Hiver offers Native Gmail integration and shared mailbox management.
Gorgias starts at From $10/mo. Hiver starts at From $25/seat/mo. Hiver offers a free plan. For flat-rate pricing, consider Converge at $49/month for up to 15 agents.
Gorgias does not offer a free plan. Hiver offers a free plan. Both are established platforms in the customer support space.
Gorgias pros: Excellent ecommerce platform integrations with order management capabilities; Powerful automation and AI features that reduce manual work. Hiver pros: Seamless Gmail integration; Easy setup for Gmail users. Each platform has distinct strengths depending on your use case.
Choose Gorgias for Ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities. Choose Hiver for Organizations heavily invested in Gmail who primarily handle email support. If you need messaging-first support with flat pricing, consider Converge as an alternative at $49/month for up to 15 agents.
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