Gorgias Alternative 2025: Complete AI Customer Support Platform Comparison
Gorgias has established itself as a popular help desk for e-commerce brands, particularly those on Shopify. But as AI technology evolves and business needs diversify, many merchants are evaluating alternatives that offer different strengths—whether that is better AI automation, more flexible pricing, or stronger multi-channel capabilities.
This guide provides an honest comparison between Gorgias and Oxaide, helping you determine which platform best fits your customer support needs.
Quick Comparison Summary
| Feature | Gorgias | Oxaide |
|---|---|---|
| Primary Focus | E-commerce helpdesk | AI-first customer support |
| AI Automation | Rule-based + AI add-on | Native AI with RAG |
| Available | Native integration | |
| Shopify Integration | Excellent | Good |
| Starting Price | $10/month (50 tickets) | $149/month (unlimited) |
| Pricing Model | Per-ticket | Per-agent |
| Best For | Shopify-first brands | Multi-channel businesses |
Understanding Gorgias
What Gorgias Does Well
E-commerce Specialization:
- Deep Shopify integration with order lookup
- Native Shopify actions (refunds, order edits)
- Pre-built e-commerce macros
- Revenue attribution tracking
Key Features:
Core Capabilities:
├── Multi-channel inbox (email, chat, social)
├── Shopify order sidebar
├── Macro templates
├── Rule-based automation
├── Revenue tracking
└── Team collaboration
Typical Use Case: Shopify store with 100-500 tickets/month, primarily email and chat support, focusing on order-related inquiries.
Gorgias Limitations
Pricing Complexity:
Ticket-Based Pricing:
- Starter: $10/mo for 50 tickets ($0.20 each)
- Basic: $60/mo for 300 tickets
- Pro: $360/mo for 2,000 tickets
- Advanced: $900/mo for 5,000 tickets
Hidden Costs:
- Overages: $0.36-$0.40 per extra ticket
- AI add-on: Additional cost
- Voice: $25+ per seat/month
- SMS: $25+ per seat/month
AI Limitations:
- AI primarily for suggested responses
- Full automation requires higher tiers
- Limited learning from past conversations
- Rule-based routing, not intelligent
Multi-Channel Challenges:
- WhatsApp as add-on, not native
- Instagram DM limitations
- SMS additional cost
- No unified AI across channels
Understanding Oxaide
What Oxaide Does Well
AI-First Architecture:
- Native AI trained on your knowledge base
- RAG (Retrieval-Augmented Generation) for accuracy
- Continuous learning from conversations
- True automation, not just suggestions
Key Features:
Core Capabilities:
├── AI-powered responses (60%+ automation)
├── WhatsApp Business API integration
├── Instagram DM automation
├── Web chat widget
├── Multi-language support (40+ languages)
├── Human escalation workflows
└── Knowledge base management
Typical Use Case: Growing business needing 24/7 automated support across WhatsApp, web, and social channels with intelligent AI responses.
Oxaide Considerations
E-commerce Integration:
- Shopify integration available but less deep than Gorgias
- No native in-chat order actions
- Order lookup via API connection
- Best paired with existing order management
Learning Curve:
- AI training requires initial knowledge base setup
- Different paradigm from rule-based systems
- Best results after 2-4 weeks of optimization
Feature-by-Feature Comparison
AI and Automation
Gorgias AI:
Approach: AI-assisted suggestions
├── Recommends responses to agents
├── Auto-tagging tickets
├── Sentiment detection
├── Intent classification
└── Requires agent approval for most actions
Automation Rate: 10-30% typical
Learning: Limited, primarily rule-based
Oxaide AI:
Approach: AI-first automation
├── Fully automated responses
├── Knowledge base integration
├── Contextual understanding
├── Multi-turn conversations
└── Human escalation when needed
Automation Rate: 60-80% typical
Learning: Continuous from conversations
Verdict: Oxaide for higher automation, Gorgias for agent-assisted workflows.
E-commerce Integration
Gorgias Shopify Integration:
Order Management:
✓ View order details in sidebar
✓ Edit orders directly
✓ Process refunds
✓ Add order notes
✓ Cancel orders
✓ Create new orders
Revenue Tracking:
✓ Tickets converted to sales
✓ Revenue attribution
✓ Campaign tracking
Oxaide E-commerce:
Order Lookup:
✓ Retrieve order status via API
✓ Display tracking information
✓ Link to order management
✗ No direct order editing
✗ No in-chat refunds
Focus Area:
✓ Pre-sale inquiries and conversion
✓ Product recommendations
✓ Lead capture
Verdict: Gorgias for order management, Oxaide for pre-sale automation.
Multi-Channel Support
Gorgias Channels:
Native:
✓ Email
✓ Live chat
✓ Facebook
✓ Instagram comments
Add-ons (extra cost):
△ Voice ($25+/seat)
△ SMS ($25+/seat)
△ WhatsApp (varies)
Oxaide Channels:
Included in all plans:
✓ WhatsApp Business API
✓ Instagram DM
✓ Web chat
✓ Email (via integration)
Unified AI across all channels
Verdict: Oxaide for WhatsApp-centric businesses, Gorgias for email-centric with voice needs.
Pricing Comparison
Gorgias Pricing (2025):
| Plan | Price | Tickets | Per Extra Ticket |
|---|---|---|---|
| Starter | $10/mo | 50 | $0.40 |
| Basic | $60/mo | 300 | $0.40 |
| Pro | $360/mo | 2,000 | $0.36 |
| Advanced | $900/mo | 5,000 | $0.36 |
| Enterprise | Custom | Custom | Custom |
Ticket Unpredictability Example:
Scenario: 500 tickets/month
Basic Plan:
- Base: $60
- Overages: 200 × $0.40 = $80
- Total: $140/month
With seasonal spike (800 tickets):
- Base: $60
- Overages: 500 × $0.40 = $200
- Total: $260/month
Oxaide Pricing (2025):
| Plan | Price | Agents | Messages |
|---|---|---|---|
| Starter | $149/mo | 1 | 2,000 |
| Growth | $399/mo | 3 | 5,000 |
| Scale | $599/mo | 5 | 10,000 |
Predictable Costs:
Growth Plan: $399/month
- Same price regardless of inquiry volume
- No overage charges
- No hidden fees
Verdict: Gorgias cheaper for very low volume, Oxaide more predictable for growing businesses.
AI Accuracy and Training
Gorgias Training:
Setup Process:
1. Create macro templates
2. Set up rules for routing
3. Define tags and categories
4. Enable AI suggestions
Training Time: 1-2 hours
Customization: Limited to templates
Learning: Minimal ongoing learning
Oxaide Training:
Setup Process:
1. Import knowledge base content
2. Add website for scraping
3. Configure response style
4. Launch and monitor
Training Time: 30 minutes initial, ongoing refinement
Customization: Deep knowledge base integration
Learning: Continuous from every conversation
Verdict: Gorgias faster initial setup, Oxaide better long-term AI quality.
Use Case Fit Analysis
Choose Gorgias If:
Your Profile:
- Shopify store as primary platform
- High volume of order-related tickets
- Need in-chat order management
- Agents handle most inquiries (AI-assisted)
- Email and live chat are primary channels
- Want voice/phone support integration
Ideal Gorgias Customer:
Business Type: E-commerce (Shopify)
Monthly Tickets: 500-5,000
Primary Channel: Email + Live Chat
Automation Goal: 20-30%
Team Size: 3-10 agents
Key Need: Order management integration
Choose Oxaide If:
Your Profile:
- WhatsApp is important customer channel
- Need 24/7 automated support
- Want high automation without large team
- Multi-language customer base
- Focused on lead capture and pre-sale
- Prefer predictable pricing
Ideal Oxaide Customer:
Business Type: Service or multi-channel retail
Monthly Inquiries: Any volume
Primary Channel: WhatsApp + Web + Instagram
Automation Goal: 60-80%
Team Size: 1-5 agents
Key Need: AI automation and availability
Migration Considerations
Moving from Gorgias to Oxaide
What Transfers:
- Customer conversation history (export/import)
- Knowledge base content (manual recreation)
- Team structure
- Contact information
What Needs Rebuilding:
- Macros → AI training content
- Rules → AI routing logic
- Integrations → API connections
- Revenue tracking → Analytics setup
Migration Timeline:
Week 1: Knowledge base setup and AI training
Week 2: Channel connections (WhatsApp, web, Instagram)
Week 3: Parallel testing (both systems running)
Week 4: Full migration and Gorgias deactivation
Keeping Both (Hybrid Approach)
Some businesses run both platforms:
Gorgias handles:
├── Shopify order management
├── Email support
└── Complex agent workflows
Oxaide handles:
├── WhatsApp automation
├── After-hours support
├── Lead qualification
└── Pre-sale inquiries
Note: Adds complexity but captures benefits of both platforms.
Real-World Comparison: Customer Scenarios
Scenario 1: Order Status Inquiry
Gorgias Flow:
Customer: "Where is my order #12345?"
Agent sees: Order sidebar with full details
Agent action: Check status, copy tracking, send template
Time: 1-2 minutes (agent-handled)
Cost: 1 ticket consumed
Oxaide Flow:
Customer: "Where is my order #12345?"
AI: "I've found your order!
📦 Order #12345
Status: Shipped
Tracking: 1Z999AA10123456789
It's currently in transit and expected to arrive by January 28. Would you like me to send the full tracking link?"
Time: 3 seconds (automated)
Cost: Included in plan
Scenario 2: Product Question
Gorgias Flow:
Customer: "Does the blue jacket come in XL?"
Agent action: Check inventory, respond manually
Time: 2-5 minutes (depends on agent availability)
Cost: 1 ticket consumed
Oxaide Flow:
Customer: "Does the blue jacket come in XL?"
AI: "Yes! The Classic Blue Jacket is available in XL.
📏 Size XL: In stock (12 units)
💰 Price: $89.99
🚚 Ships within 2 business days
Would you like me to add it to your cart, or do you have questions about the sizing?"
Time: 3 seconds (automated)
Cost: Included in plan
Scenario 3: Complex Complaint
Gorgias Flow:
Customer: "I received a damaged product and want a refund!"
Agent sees: Order history, previous tickets
Agent action: Process refund via sidebar, send apology template
Time: 3-5 minutes
Resolution: Direct refund in Shopify
Oxaide Flow:
Customer: "I received a damaged product and want a refund!"
AI: "I'm very sorry to hear your product arrived damaged. That's not the experience we want for you.
I've escalated this to our support team who will process your refund immediately. You'll receive confirmation within 2 hours.
Could you share a photo of the damage? This helps us improve our packaging."
Time: 5 seconds (automated escalation)
Resolution: Human agent processes refund
Making the Right Choice
Decision Framework
Choose Gorgias if you check most of these:
- Shopify is your only or primary store platform
- Order management is 50%+ of support volume
- You have 3+ agents handling support
- Email is your primary support channel
- You need phone/voice support
- Revenue attribution is critical for your metrics
Choose Oxaide if you check most of these:
- WhatsApp is important for your customers
- You want 60%+ automation without large team
- 24/7 availability is business-critical
- You serve customers in multiple languages
- Pre-sale conversion is a focus area
- You prefer predictable monthly costs
- You're a smaller team (1-3 people)
Hybrid Strategy
Consider using both if:
- You need Gorgias's Shopify integration AND Oxaide's WhatsApp automation
- You're migrating gradually
- Different channels have very different needs
Conclusion
Both Gorgias and Oxaide are excellent platforms serving different primary use cases:
Gorgias excels at:
- E-commerce order management
- Shopify-native workflows
- Agent-centric support teams
- Email and live chat channels
Oxaide excels at:
- AI-first automation
- WhatsApp Business API
- Multi-language support
- Predictable pricing for any volume
The best choice depends on your specific needs, channels, and how much automation you want to achieve. Many businesses benefit from evaluating both platforms through their trial periods before committing.
Ready to see if Oxaide is the right Gorgias alternative for you? Start a free trial or schedule a demo to see our AI automation in action.
This comparison was last updated January 2025. Features and pricing may change. We recommend verifying current offerings on both platforms before making a decision.