Head-to-Head · Customer Support ·Updated June 2026
VS

Tidio vs Gorgias

Tidio wins on AI guarantees, free entry, and seat economics. Gorgias wins deep-Shopify operations. Here's which ecommerce support tool fits your store.

8 min read
20 hrs research
Pricing re-checked June 2026
Tidio
Winner · 8.2 / 10
VS
Our verdict
Gorgias
Runner-up · 7.7 / 10
✓ Winner

Tidio — for chat-first stores that want guaranteed AI resolution

Lyro AI resolves 67% of conversations with a money-back guarantee no competitor matches, 10 agent seats come included on every standard plan, and the free tier genuinely works. The trade-off: no native knowledge base, and the Growth-to-Plus jump is steep.

Try Tidio free Full review
Free plan · 10 seats included · Money-back AI
◆ Better for…

Gorgias — for Shopify operations that live inside their tickets

The Shopify operator's helpdesk: order actions in-ticket, a revenue-generating AI agent, and unlimited users on volume pricing — 40% of Shopify brands run it. The trade-off: per-resolution AI fees compound, and long-term support quality is a documented concern.

Try Gorgias free Full review
Free trial · Unlimited users
✓ Winner · Editor's pick
Tidio
AI Live Chat · Lyro AI Agent · Free Plan
8.2

for chat-first stores that want guaranteed AI resolution

Lyro AI resolves 67% of conversations with a money-back guarantee no competitor matches, 10 agent seats come included on every standard plan, and the free tier genuinely works. The trade-off: no native knowledge base, and the Growth-to-Plus jump is steep.

Try Tidio free Full review
Free plan · 10 seats included · Money-back AI
◆ Better for…
Gorgias
Ecommerce Helpdesk · Shopify-Native · AI Agent
7.7

for Shopify operations that live inside their tickets

The Shopify operator's helpdesk: order actions in-ticket, a revenue-generating AI agent, and unlimited users on volume pricing — 40% of Shopify brands run it. The trade-off: per-resolution AI fees compound, and long-term support quality is a documented concern.

Try Gorgias free Full review
Free trial · Unlimited users
Scorecard

Side-by-side, 6 axes.

Every tool gets the same criteria rubric. Each axis is scored 0–5 under our fixed research protocol — and the bar shows how they stack up directly.

Criterion
Tidio
Gorgias
Winner
Setup ease Time to first conversation
4.3
4.2
Tidio
UX quality Daily workflow
4.2
4.3
Gorgias
Feature depth Channels, actions, automation
4.1
4.5
Gorgias
Customer support Vendor's own support
4.1
2.8
Tidio
Value for price Capability per dollar
4.4
3.5
Tidio
Exit hatch Integrations & export
3.7
3.8
Gorgias
Overall score
8.2
7.7
Tidio
Setup ease Time to first conversation
Tidio
4.3
4.2
UX quality Daily workflow
Gorgias
4.2
4.3
Feature depth Channels, actions, automation
Gorgias
4.1
4.5
Customer support Vendor's own support
Tidio
4.1
2.8
Value for price Capability per dollar
Tidio
4.4
3.5
Exit hatch Integrations & export
Gorgias
3.7
3.8
Overall
Tidio
8.2
7.7
Choose by use case

Which one is right for you?

Skip the rest of the page — if you fit one of these profiles cleanly, the answer is already obvious.

Choose Tidio if…

AI Live Chat · Lyro AI Agent · Free Plan
You're a fit when:
  • Chat-first stores — proactive Flows convert visitors before they become tickets
  • AI with accountability: Lyro's 50%+ resolution guarantee comes with a refund policy no rival offers
  • Teams of up to 10 — seats are included, not sold, on every standard plan
  • Zero-budget starts — the free plan handles 50 conversations monthly with real AI included
  • Existing helpdesk owners: Lyro works standalone on top of whatever you already run
  • Your operation lives in Shopify order management — Gorgias acts on orders in-ticket; Tidio mostly converses
  • You need email-heavy ticketing at scale — Gorgias is a full helpdesk; Tidio is chat-led

Choose Gorgias if…

Ecommerce Helpdesk · Shopify-Native · AI Agent
You're a fit when:
  • Shopify operations where agents refund, edit, and discount inside every ticket
  • Support-as-revenue: the AI recommends products and issues discounts autonomously
  • Larger teams — unlimited users on volume pricing beat seat-counting
  • Deep ecommerce stacks: Klaviyo, Recharge, Loop, Yotpo native
  • Social commerce across TikTok, Instagram, and Facebook
  • Vendor support quality matters — Tidio's is well-rated; Gorgias's decline is documented
  • You're pre-revenue — Tidio's free plan works; Gorgias starts billing immediately
Feature deep-dive

Every feature, side by side.

Grouped by what you actually use day-to-day.

Feature
Tidio
Gorgias
AI
Resolution rate
67% (guaranteed 50%+)
Action-capable agent
Money-back guarantee
Premium tier
None
AI cost model
Plan-included tiers
$0.90/resolution
Standalone AI layer
Lyro over any helpdesk
Platform-bound
Ecommerce Operations
In-ticket order actions
Shopify basics
Full Shopify suite
Revenue AI (upsell/discount)
Product recs in chat
Autonomous
Ecommerce integrations
Core platforms
150+ vertical stack
Conversion & Channels
Proactive visitor automation
Flows, no-code
Chat campaigns
Social channels
IG, FB, WhatsApp
+ TikTok
Knowledge base
Integration needed
Basic help center
Pricing & Vendor
Free plan
Functional at $0
Trial only
Seat model
10 included
Unlimited
Mid-tier cliff
$49 → $749
$50 → $300
Own support reputation
Well-rated
Documented decline
Resolution rate
67% (guaranteed 50%+)
Action-capable agent
Money-back guarantee
Premium tier
None
AI cost model
Plan-included tiers
$0.90/resolution
Standalone AI layer
Lyro over any helpdesk
Platform-bound
Pricing

What you'll actually pay.

Listed at full price — both vendors run discount cycles that knock 30–50% off for the first 3 months. Numbers verified June 2026.

Tidio

Free $0 · Starter $24.17 · Growth from $49.17 · Plus from $749 — annual
Free$0forever50 conversations/mo, 50 one-time Lyro AI conversations, 100 Flows visitors, 10 seats. Live chat and basic ticketing. No credit card required.
Starter$24.17/ mo · annual100 conversations/mo, 50 Lyro AI (one-time), 100 Flows visitors, 10 seats. Adds live visitors list, operating hours, basic analytics, live chat channels.
GrowthPopularfrom $49.17/ mo · annualFrom 250 conversations/mo, scalable Lyro AI and Flows, 10 seats. Adds advanced analytics, user permissions, automatic assignment, macros, live typing preview.
Plusfrom $749/ mo · annualCustom conversation limits, custom seats. Adds departments, multiproject, custom branding, ticketing automations, Dedicated Success Manager, OpenAPI.

Gorgias

Starter $10 · Basic $50 · Pro $300 · Advanced $750 — by ticket volume
Starter$10/ mo50 tickets/month. Unlimited users. Full helpdesk, omnichannel, 150+ integrations. AI Agent available at $1.00 per resolved conversation (pay-as-you-go, none included).
Basic$50/ mo300 tickets/month. 60 AI Agent resolutions included ($0.90/additional). Revenue statistics. Full omnichannel and integration suite.
ProPopular$300/ mo2,000 tickets/month. 600 AI Agent resolutions included ($0.90/additional). Dedicated email server. Revenue statistics. Recommended for growing ecommerce brands.
Advanced$750/ mo5,000 tickets/month. 2,500 AI Agent resolutions included. Dedicated email server. For high-volume ecommerce operations.
Pros & cons

What we loved & hated.

From hundreds of verified user reviews and real-world usage reports. The good, the bad, and the deal-breakers.

Tidio

Pros
  • 67% AI resolution with a money-back guarantee — unique in the category.
  • 10 agent seats included on all standard plans.
  • Genuinely capable free plan — 50 conversations + Lyro taste at $0.
  • Lyro works standalone over an existing helpdesk.
  • 300,000+ businesses; Under Armour and The Body Shop among them.
  • Proactive Flows convert visitors pre-ticket.
Cons
  • No native knowledge base — self-service needs an integration.
  • Growth-to-Plus cliff: $49 to $749/month.
  • AI guarantee applies to Premium customers only.
  • Auto-renewal friction documented in reviews.
  • API access gated to Plus.

Gorgias

Pros
  • Shopify actions in-ticket — refunds, edits, subscriptions, discounts.
  • AI Agent generates revenue, not just resolutions.
  • Unlimited users on every plan.
  • 40% of Shopify brands — unmatched vertical penetration.
  • 150+ ecommerce integrations.
  • TikTok, Instagram, Facebook in one inbox.
Cons
  • AI fees compound at $0.90 per resolved conversation.
  • Long-term support quality decline is documented.
  • 25% response rate to negative reviews.
  • Ecommerce-only design — no life outside the vertical.
  • No internal agent chat.
Our verdict

Conversion-first chat against operations-first ticketing — your store's bottleneck picks the winner.

Tidio wins this comparison on the economics most stores actually face. Ten included seats versus seat-anxiety, a free plan that handles a small store's entire volume, AI priced with a guarantee instead of a meter, and vendor support that reviewers praise rather than mourn — the whole package costs less and risks less. For stores whose support is chat-led — pre-sale questions, order status, sizing advice — Lyro plus Flows covers the workload and converts traffic while doing it.

Gorgias justifies its premium where the work is operational: when every second ticket means touching an order, the in-ticket Shopify actions stop being a feature and become the workflow. No chat widget replaces that, and Tidio doesn't try. The honest framing: Tidio is the better company to buy from right now and the better tool for conversational support; Gorgias is the better machine for high-volume Shopify operations that can absorb its AI fees and vendor friction. Many mature stores eventually run both — Tidio's Lyro in front, ticket ops behind.

Decision rule: chat-led support and budget sanity → Tidio. Order-operations-led Shopify support → Gorgias. Small stores start with Tidio free and find out which one they actually are.

Try Tidio free Try Gorgias free Read methodology
How this comparison was researched
Fixed research protocol — identical for every comparison on this siteUpdated June 2026
  • Official documentation & pricing pages
  • Verified user reviews from major review platforms
  • Real user discussions in public communities
  • Pricing re-verified against the official pricing page

Findings are synthesized into our fixed 6-axis rubric — sources inform the score, never the other way around. How we score →

Tidio8.2
vs
Gorgias7.7
Try Tidio Try Gorgias