Gorgias vs Shopify Inbox: Choose The Support Tool That Unites All Your Channels

Gorgias is the Shopify Inbox alternative that unites all your support channels and order management into one powerful inbox, supercharged with ecommerce automations to make your team more efficient.

Gorgias is used daily by
14,098
+ DTC brands

Find all your customer interactions in one unified inbox

Shopify Inbox is a live chat with limited other features. The only other channels are 3rd-party Facebook and Instagram DMs (which will disappear in July 2023). This means you’ll spend time manually checking other channels (like email, Facebook, and Instagram) and risk letting messages fall through the cracks.

Gorgias makes your team more efficient by bringing email, live chat, SMS, Voice, Facebook Messenger, Facebook comments, Instagram DMs, Instagram comments, and WhatsApp into one smart, shared inbox.

Before Gorgias, we had huge issues with keeping on top of all the platforms not associated with email or chat — constantly switching between different tabs and apps. Having all customer support and social media channels funneled to one spot makes it infinitely easier for your customer support team to focus, and do their jobs professionally and with less frustration.
Angelus Direct
Shopify App Store Review

Easily update Shopify orders without switching tabs

Shopify Inbox is made by Shopify, but Gorgias actually has the best Shopify integration. Shopify Inbox can only pull customer information from Shopify into responses, but it can’t update orders in Shopify.

In Gorgias, you can pull customer info into tickets — plus cancel, update, and create Shopify orders. You can even up Gorgias Macros (aka templates or canned responses) to automatically trigger these kinds of actions upon sending.

Gorgias is the best support platform for businesses running on Shopify. The deep Shopify integrations are an invaluable part of our support process and save us countless hours a month.
Italic
Shopify App Store Review

Connect all your to ecommerce apps (so you don’t need 10 tabs open)

Shopify Inbox only integrates with 5 other chat apps. By contrast, Gorgias integrates with over 100 of the most used apps for online stores, like Klaviyo, Attentive, ReCharge, Yotpo, and Shipbob.

These plug-ins make your customer information easier to access, and lets you trigger changes in apps (like updating subscriptions or granting loyalty points) within Gorgias.

Given the different channels we use, our laptops would have 10 different tabs open. It was difficult to get a cohesive view of the customer. But with Gorgias + Recharge, we see all information in one window and have better visibility into the customer to manage their subscription, saving us a ton of time.
Uqora
Shopify App Store Review

See why ecommerce brands choose Gorgias over Shopify Inbox

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See Gorgias in action to compare it with Shopify Inbox

What’s the difference between Gorgias and Shopify Inbox?

The main difference between Gorgias and Shopify Inbox is that Shopify Inbox is a live chat tool, while Gorgias is a helpdesk that connects all your support channels.

Gorgias is a comprehensive customer service platform for ecommerce stores. On top of similar live chat features to Shopify Inbox, Gorgias lets you manage support tickets on email, social media channels, SMS, phone, and more from one powerful inbox.

Plus, Gorgias offers advanced features, like prioritizing tickets, automating repetitive tasks, generating reports about your team’s performance, and much more.

Shopify Inbox is an intuitive, customizable live chat app that’s available to Shopify stores for free. If you’re a very small business looking for a straightforward live chat app, Shopify Inbox is a great choice.

However, Shopify Inbox is limited to live chat, and growing ecommerce stores may need a more robust solution for customer support to get to the next level.

Omnichannel support in one smart inbox.
Manage email, Facebook, Instagram, SMS, Voice, live chat, and WhatsApp without switching tabs.
Manage orders within Gorgias.
Easily cancel, refund, and create orders without leaving the ticket view.
Option to collect email addresses in live chat.
Or, let anyone send a mesasge when you’re available and only collect emails when offline.
Deeper integrations with your ecommerce apps.
Get the full context about each customer (like whether cusotmers are active subscribers or have loyalty points).
Unlimited, customizable ticket tags.
So you can organize your inbox, see trends in tickets, and pull custom reports.
Advanced ecommerce reporting.
All your essential metrics, plus revenue, segmented by channel or tag.
Multi-store support.
Connect all your Shopify stores to one Gorgias account, so you don’t have to switch tabs.
Send and receive files.
Including images, videos, audio files, and more, to improve support and resolution times.
Starts at $10/month.
And scales based on ticket volume, great for growing brands.
Only one channel (live chat).
No email, social, SMS, WhatsApp, or Voice support. (Facebook and Instagram support ends July 2023.)
Limited control over orders.
Can’t process changes to Shopify orders within Shopify Inbox.
Forces customers to give name and email to send a live chat message.
This turns website visitors off and potentially away from your store.
Doesn’t integrate with other tools.
You’ll keep many tabs open and settle for less personalized responses.
Limited, non-customizable tags.
10 pre-determined, non-flexible tags for all tickets.
Limited reporting.
Doesn’t include CSAT, resolution time, one-touch tickets, and much more.
Single store only.
If you have multiple stores, you’ll have to keep two separate windows open.
Customers can’t send images.
Making it hard to resolve product-troubleshooting tickets, or share screenshots of past conversations.
Free for Shopify stores.
A great option for solo store owners without full-time agents.
Read more about
Shopify Inbox
features

Learn more about merchants using Gorgias to grow

How Gorgias helps you boost revenue from customer experience

Find all the customer information you need in one centralized view without switching tabs. Offer personalized support much faster thanks to:

  • Customer info centralized from all your ecommerce apps to give personalized answers, fast
  • Templates that auto-fill customer information and automatically update their orders
  • Automatic ticket tagging, assigning, and prioritizing (so you can focus on delighting customers)
  • Personalized product recommendations to reduce cart abandonment
Gorgias helps us satisfy our customers. It has become like a storefront for us. It's where we centralize all customer conversation, greet our customers, answer their questions, fix problems, and get insights to inform our future. We would recommend Gorgias to other ecommerce businesses, as it makes your life easier, and it's an absolute breeze to set up!
Loop

Merchants who take full advantage of Gorgias’ Automation Add-on and ticket routing deflect up to 40% of tickets, saving time for sensitive, complex, and high-impact customer questions, thanks to:

  • Automated FAQs and workflows
  • Self-service order tracking in your chat widget (so customers don’t have to ask you about order status)
  • Customizable autoresponders (that can also trigger order actions through the Shopify integration)
Automating low-stakes, high-volume tickets lets my team focus on meaningful, personalized conversations and boosted our CSAT to 4.77
Joone

Gorgias can automatically identify, tag, and assign tickets based on a number of factors:

  • Past orders: Prioritize customers who you know are big spenders at your store
  • Channel: Respond to shoppers in real-time on live chat or SMS
  • Pre-sales questions: Flag tickets from customers considering a purchase
  • Escalations: Help angry customers they post negative reviews or social media posts

Being able to filter and sort tickets in Gorgias to highlight urgent requests, or segment VIP customers with high lifetime value, is really important to us. It enables our customer service agents to quickly identify who to help first.
Oger

Gorgias’s customer service team works 24/7 and has response times of under 9 minutes (for chat) and 12 hours (for email). Larger plans get dedicated Onboarding and Success Managers, while smaller plans get in-app onboarding, full access to Gorgias Academy, and help from our fast-acting Support team.

And with our ecommerce customer service focus, the Gorgias team has seen (and solved) your biggest problems with hundreds of other brands.

The support team is phenomenal. Any question you have, any issue that needs addressing, they get on it and give you a resolution as quickly as possible. And every person I have dealt with from demos of the product to training and support has been amazing to work with.
Comfort One Shoes

Get detailed analytics about the revenue your team earns for your Shopify store and the types of support (and automated interactions) that lead to sales.

These insights help support teams make a strong impact on the company’s bottom line and prove your ROI to company leaders.

Customer support teams using Gorgias generated over $1 billion in 2021.

In Gorgias, you can see what kind of ticket actually generated each piece of revenue. You can see what conversation you had with the customer that made them want to purchase.
Topicals
Provide fast, personalized service

Find all the customer information you need in one centralized view without switching tabs. Offer personalized support much faster thanks to:

  • Customer info centralized from all your ecommerce apps to give personalized answers, fast
  • Templates that auto-fill customer information and automatically update their orders
  • Automatic ticket tagging, assigning, and prioritizing (so you can focus on delighting customers)
  • Personalized product recommendations to reduce cart abandonment
Gorgias helps us satisfy our customers. It has become like a storefront for us. It's where we centralize all customer conversation, greet our customers, answer their questions, fix problems, and get insights to inform our future. We would recommend Gorgias to other ecommerce businesses, as it makes your life easier, and it's an absolute breeze to set up!
Loop Earplugs
Reduce ticket volume tickets with Automation Add-on

Merchants who take full advantage of Gorgias’ Automation Add-on and ticket routing deflect up to 40% of tickets, saving time for sensitive, complex, and high-impact customer questions, thanks to:

  • Automated FAQs and workflows
  • Self-service order tracking in your chat widget (so customers don’t have to ask you about order status)
  • Customizable autoresponders (that can also trigger order actions through the Shopify integration)
Automating low-stakes, high-volume tickets lets my team focus on meaningful, personalized conversations and boosted our CSAT to 4.77
Joone
Prioritize high-value tickets

Gorgias can automatically identify, tag, and assign tickets based on a number of factors:

  • Past orders: Prioritize customers who you know are big spenders at your store
  • Channel: Respond to shoppers in real-time on live chat or SMS
  • Pre-sales questions: Flag tickets from customers considering a purchase
  • Escalations: Help angry customers they post negative reviews or social media posts

Being able to filter and sort tickets in Gorgias to highlight urgent requests, or segment VIP customers with high lifetime value, is really important to us. It enables our customer service agents to quickly identify who to help first.
Oger
Get 24/7 support from Gorgias’s ecommerce experts

Gorgias’s customer service team works 24/7 and has response times of under 9 minutes (for chat) and 12 hours (for email). Larger plans get dedicated Onboarding and Success Managers, while smaller plans get in-app onboarding, full access to Gorgias Academy, and help from our fast-acting Support team.

And with our ecommerce customer service focus, the Gorgias team has seen (and solved) your biggest problems with hundreds of other brands.

The support team is phenomenal. Any question you have, any issue that needs addressing, they get on it and give you a resolution as quickly as possible. And every person I have dealt with from demos of the product to training and support has been amazing to work with.
Oger
Measure performance and ROI

Get detailed analytics about the revenue your team earns for your Shopify store and the types of support (and automated interactions) that lead to sales.

These insights help support teams make a strong impact on the company’s bottom line and prove your ROI to company leaders.

Customer support teams using Gorgias generated over $1 billion in 2021.

In Gorgias, you can see what kind of ticket actually generated each piece of revenue. You can see what conversation you had with the customer that made them want to purchase.
Topicals

Gorgias vs Shopify Inbox pricing

Shopify Inbox is a free live chat tool, while the Gorgias is a robust helpdesk (or customer support ticketing system) starting at $10 per month. While Gorgias has the more expensive sticker price, it’s like comparing apples and oranges — well, more like apples and an entire fruit salad.

Choose a tool for your growth goals

Shopify Inbox is a great option for solopreneurs with next-to-no customer support volume. If you don’t have any dedicated team members or budget for support (and don’t plan on that any time soon), then Shopify Inbox is a great tool to add to your Shopify store.

But if you plan on growing your business, getting started on Gorgias for $10/month is a worthy investment.

Gorgias offers the same chat and conversion functionality as Shopify Inbox, built into a helpdesk that also connects to your other channels. This improves your response times and never lets a customer message fall through the cracks — so you can improve customer satisfaction and customer loyalty.

Gorgias also offers multiple pricing tiers, so you don’t have to change tools and lose all your historical customer data as you grow.

Frequently asked questions

Does Gorgias work with Shopify?
Is Gorgias or Shopify Inbox better for small businesses?
What brands use Gorgias?
What channels do Gorgias and Shopify Inbox offer?
What Shopify Inbox competitors should you evaluate?

Join the 14,098 +brands that use Gorgias every day

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