Let me start with something that might surprise you: I actually recommend Gorgias for many e-commerce businesses.
If you are running a pure Shopify store in North America or Europe, processing 500+ tickets monthly, and your customers prefer email and web chat—Gorgias is purpose-built for exactly this. Their Shopify integration is the best in the industry.
But that is not everyone.
Who This Article Is For
This comparison is for you if:
- You are an e-commerce business getting 30-60% of customer messages via WhatsApp or Instagram DMs
- Your monthly ticket volume is under 1,000 conversations
- You find Gorgias pricing hard to justify for your current stage
- You sell across multiple regions where WhatsApp dominates (Asia, LATAM, Middle East)
- You want AI that does not charge per-resolution fees
If none of these apply, Gorgias is probably the right choice. Close this tab and keep using what works.
The Honest Truth About Gorgias
What Gorgias Does Brilliantly
1. Shopify Integration That Actually Works
Gorgias wrote the playbook on e-commerce help desk software. Their Shopify integration is not a bolt-on—it is the foundation:
- Order lookup directly in the ticket sidebar
- One-click refunds and cancellations without leaving the inbox
- Customer lifetime value, order history, and browsing data all visible
- Macros that pull order data automatically
This is genuinely impressive. Oxaide's Shopify integration works, but it is newer and not as deeply embedded.
2. Automation Rules for E-commerce
Gorgias macros and rules are built for e-commerce workflows:
- Auto-respond to "where is my order" with tracking info
- Tag tickets by product category automatically
- Route returns to specific team members
- CSAT surveys after order delivery
3. Revenue Attribution
Gorgias tracks revenue from support conversations. If you need to prove to your CFO that support drives sales—Gorgias gives you the numbers.
Where Gorgias Falls Short
1. WhatsApp is an Afterthought
Gorgias was built for email and web chat. WhatsApp support exists but:
- Requires third-party integration or add-on pricing
- Template message handling is clunky
- No native WhatsApp Business API management
- Limited Instagram DM depth
For businesses where WhatsApp is primary—especially in Southeast Asia, India, Brazil, or the Middle East—this is a significant limitation.
2. Pricing Gets Expensive Quickly
Gorgias pricing is based on ticket volume:
- Basic: $50/month for 300 tickets
- Pro: $300/month for 2,000 tickets
- Advanced: $750/month for 5,000 tickets
- Enterprise: Custom pricing
Plus add-ons for automation, AI, and certain integrations.
For small businesses doing 200-500 tickets monthly, you are paying $50-300/month for what might be basic needs.
3. AI Resolution Fees
Gorgias Automate charges per resolution. The math can hurt:
- If AI resolves 200 tickets at $0.50 each = $100/month extra
- Unpredictable costs during busy seasons
- Incentivizes limiting AI usage to save money
4. Overkill for Service Businesses
If you are not primarily e-commerce—say, you are a service business that also sells products—Gorgias feels heavy. The Shopify-centricity becomes a limitation.
The Oxaide Difference
Oxaide approaches customer support differently:
1. WhatsApp and Instagram Are First-Class Citizens
We built Oxaide for businesses where messaging apps dominate:
- Native WhatsApp Business API integration (we handle Meta verification)
- Full Instagram DM support including story replies
- Web chat and help portal included
- Telegram support for markets where it matters
For a renovation contractor in Singapore or a fashion brand in Indonesia, this is the difference between being reachable and losing customers.
2. Flat, Predictable Pricing
No per-ticket fees. No per-resolution charges.
- Starter: $149/month - Web, Instagram, 2,500 messages
- Growth: $249/month - Everything in Starter, 10,000 messages
- Scale: $599/month - Adds WhatsApp, 50,000 messages
You know your bill before it arrives. Holiday rush? Product launch? Same price.
3. AI Without Penny-Pinching
Our AI does not charge per resolution. Use it as much as you want. This changes behavior:
- Teams do not hesitate to let AI handle more
- No incentive to disable automation to save money
- Actual 60%+ automation rates because nothing penalizes usage
4. Built for Service Businesses Too
Not everyone is pure e-commerce. If you are:
- An interior design studio handling project inquiries
- A healthcare clinic managing appointments
- A B2B supplier fielding RFQs
- A restaurant group taking reservations
Oxaide handles these use cases without feeling like you are forcing an e-commerce tool to do something else.
Feature Comparison: Gorgias vs Oxaide
| Feature | Gorgias | Oxaide |
|---|---|---|
| Shopify Integration | ⭐⭐⭐⭐⭐ Deep | ⭐⭐⭐ Functional |
| WhatsApp Business API | ⭐⭐ Add-on | ⭐⭐⭐⭐⭐ Native |
| Instagram DM | ⭐⭐⭐ Good | ⭐⭐⭐⭐ Native |
| Web Chat | ⭐⭐⭐⭐ Good | ⭐⭐⭐⭐ Good |
| AI Automation | Per-resolution fee | Included in plan |
| Pricing Model | Per-ticket tiers | Flat monthly |
| Setup Time | 1-2 hours | 20 minutes |
| Best For | Pure Shopify stores | Multi-channel businesses |
| Revenue Tracking | ⭐⭐⭐⭐⭐ Built-in | ⭐⭐ Basic |
| Multilingual | Good | ⭐⭐⭐⭐⭐ 40+ languages |
When You Should Choose Gorgias
Be honest with yourself. Gorgias is the better choice if:
You are a Shopify-first business: If 90%+ of your revenue comes from Shopify, the deep integration saves hours weekly.
You need revenue attribution: Proving support ROI to leadership with hard numbers? Gorgias does this natively.
Email is your primary channel: For email-heavy support workflows, Gorgias is mature and capable.
You have 2,000+ tickets monthly: At high volume, Gorgias's automation depth pays for itself.
You need advanced macros: Complex if-then automation rules are Gorgias's strength.
When You Should Choose Oxaide
Oxaide makes sense when:
WhatsApp or Instagram are primary: If 40%+ of conversations happen on messaging apps, Oxaide is built for this.
You want predictable costs: No surprises on your invoice. Same price during Black Friday as January.
You are not pure e-commerce: Service businesses, B2B, professional services—Oxaide is flexible.
You need fast setup: 20 minutes to live, not a week of configuration.
You serve multilingual markets: Native support for Chinese, Malay, Thai, Vietnamese, and 40+ other languages.
Budget is a concern: At $149-249/month for most SMEs, Oxaide is significantly cheaper than comparable Gorgias plans.
Real Talk: What We Do Not Do (Yet)
Transparency matters. Here is what Oxaide does not match:
- Shopify integration depth: Gorgias wins here. Our integration works but is not as embedded.
- Revenue attribution: We do not track which support conversations drove purchases.
- Advanced macros: Complex multi-step automation rules are simpler in Gorgias.
- Enterprise features: SLA management, custom reporting dashboards, dedicated CSM—Gorgias has more here.
The Switch Decision Framework
Ask yourself these questions:
-
Where do my customers message me?
- Primarily email/web → Gorgias
- Significant WhatsApp/Instagram → Consider Oxaide
-
What is my monthly ticket volume?
- Under 500 → Oxaide is more cost-effective
- 500-2,000 → Both viable, compare total cost
- Over 2,000 → Gorgias automation pays for itself
-
Am I pure e-commerce?
- Yes, Shopify-only → Gorgias
- Mixed or service business → Oxaide
-
What is my budget?
- Under $300/month → Oxaide
- $300-800/month → Compare features needed
- Over $800/month → Gorgias Advanced makes sense
-
How important is setup speed?
- Need it today → Oxaide (20 minutes)
- Can invest time → Either works
Making the Switch
If Oxaide sounds right, here is how teams typically transition:
Week 1: Start with web chat. Copy your FAQ content. See how the AI handles common questions.
Week 2: Add Instagram. Connect your business account. Monitor AI accuracy.
Week 3: If you need WhatsApp, we handle Meta verification (usually 3-7 days).
Week 4: Run both platforms in parallel. Verify nothing breaks.
Week 5+: Fully migrate when comfortable.
Most teams run Oxaide alongside Gorgias for 2-4 weeks before fully switching. We encourage this—switching costs are real, and you should verify the new tool works before committing.
The Bottom Line
Gorgias is excellent software. For pure Shopify stores with email-centric support and high ticket volumes, it is hard to beat.
But if WhatsApp matters, if predictable pricing matters, if you are not purely e-commerce—Oxaide might be the better fit.
Try the free 14-day trial. Connect your Instagram. Add your FAQs. See how the AI handles real customer questions.
If it works, you have found a more affordable solution. If it does not, you have lost nothing but 20 minutes.
No hard sell. Just an honest offer to try.
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