Gorgias vs Tidio

Gorgias Pro costs $360/month for 2,000 tickets with unlimited agents and deep Shopify order management, while Tidio Growth + Lyro AI costs $98/month for 250 conversations with up to 10 operators and chatbot automation — both target ecommerce, but Gorgias specializes in post-sale support while Tidio specializes in pre-sale conversion. Gorgias (G2: 4.6/5) provides order management inside support tickets (refunds, cancellations, shipping edits) for Shopify, BigCommerce, and Magento. Tidio (G2: 4.7/5) provides chatbot-driven visitor engagement with visual flow builder, Lyro AI, and behavioral triggers for Shopify and WooCommerce.

The comparison is support workflow versus sales conversion: Gorgias handles "where is my order" and returns processing. Tidio handles "which product should I buy" and cart abandonment recovery. High-volume stores often need both functions — but these platforms each optimize for one.

Gorgias processes orders inside support tickets; Tidio converts visitors through chatbot automation — both serve ecommerce but optimize for different stages of the customer journey. Gorgias displays Shopify order data alongside every ticket: order status, payment method, shipping tracking, customer lifetime value. Macros automate common responses using order variables. SMS and phone support handle urgent shipping and delivery issues. The AI Agent resolves "where is my order" at $1.50/interaction.

Tidio's visual flow builder automates chatbot sequences: greet visitors, recommend products based on browsing, offer discounts to hesitant buyers, and recover abandoned carts. Lyro AI learns from FAQ content and handles pre-sale questions. Visitor tracking shows browsing behavior in real-time. Email campaigns re-engage visitors who left without purchasing.

Channel coverage: Gorgias handles email, chat, Facebook, Instagram (including ad comments), SMS, and phone. Tidio covers web chat, WhatsApp (reply-only), Messenger, Instagram, and email marketing. Gorgias adds phone and SMS; Tidio adds WhatsApp. Gorgias lacks WhatsApp; Tidio lacks phone and SMS. Neither supports Telegram, Discord, or Zalo.

Gorgias Pro at $360/month handles 2,000 tickets with unlimited agents; Tidio Growth + Lyro at $98/month handles 250 conversations with 10 operators — Gorgias costs 3.7x more but supports 8x the volume and includes order management Tidio cannot match. At comparable volume (2,000 interactions): Tidio Growth $349 (2,000 conversations) + Lyro ($39) = $388/month — nearly identical to Gorgias Pro at $360/month, but without order management.

For small ecommerce stores (<500 tickets/month): Gorgias Basic ($60/month, 300 tickets) versus Tidio Starter ($29/month, 100 conversations) + Lyro ($39) = $68/month. Nearly the same price at low volume. For large stores (>5,000 tickets): Gorgias Advanced ($900/month) versus Tidio Plus ($749/month) — Gorgias is 20% more but includes order processing.

Gorgias ticket overages: $0.40/ticket. Gorgias AI Agent: $1.50/interaction. Tidio Lyro: flat $39/month regardless of AI volume. For high AI usage, Tidio's flat AI pricing beats Gorgias's per-interaction model. Gorgias has no free tier for ongoing use; Tidio's free tier (50 conversations, 10 operators) is useful for testing.

Choose Gorgias if your ecommerce support centers on post-sale queries — order status, refunds, returns, shipping issues. The Shopify integration is best-in-class: agents view full order history, process refunds, cancel orders, edit shipping, and create draft orders within tickets. Revenue tracking attributes sales to support interactions. The AI Agent ($1.50/interaction) handles common order queries autonomously. Ticket-volume pricing means a small team handling high volume pays based on workload, not headcount.

Choose Tidio if your ecommerce focus is pre-sale conversion — turning website visitors into buyers through chatbot automation. The visual flow builder creates sequences triggered by page visits, exit intent, cart value, and product page views. Lyro AI ($39/month) resolves FAQ queries. Product cards display in chat for in-conversation selling. Email marketing reaches visitors who leave without converting. The free tier (50 conversations, 10 operators) lets small stores test chatbot-driven sales.

Gorgias is the right tool for ecommerce stores with high post-sale support volume where order management inside tickets (refunds, cancellations, shipping edits) is the core workflow. Tidio is the right tool for ecommerce stores focused on pre-sale conversion through chatbot automation, visitor engagement, and cart recovery.

For teams that need messaging-first support across WhatsApp, Telegram, Discord, and Zalo without ticket-volume or conversation-based pricing, Converge offers all channels at $49/month flat for up to 15 agents.