Gorgias is the CX backbone of every serious Shopify brand.
Built on Shopify, not adapted to it. Native order data, native discount creation, native refund logic. The other tools are general-purpose helpdesks. Gorgias is a Shopify-native one.
Why Gorgias wins
The platform serious brands are betting on.
These are Gorgias's own numbers. We're the team — Best European Partner 2024 — that makes them pay back on your store.
AI Agent
Pre-trained on 1B+ ecommerce conversations.
Omnichannel helpdesk
Email, chat, SMS, WhatsApp, Instagram — one inbox.
Shopping Assistant
Turns pre-sales questions into orders.
Voice & SMS
Phone support from the same inbox.
Native to Shopify
Orders, refunds and exchanges inside the ticket.
Four reasons it wins for DTC
Four reasons it wins for DTC
Native to Shopify
Order data, customer history, refund and replacement actions are inside the ticket. Your agent doesn't switch tabs. Zendesk and Intercom need plugins to do half of this — and the plugins break.
AI Agent that actually closes tickets
Gorgias's AI Agent answers, takes actions (refund, address change, exchange) and hands off cleanly. We see 50–60% repeat-ticket coverage on properly configured accounts.
Chat as a sales channel
Shopping Assistant turns pre-sales questions into orders. One of our Spanish accounts books €163K/month from chat alone. 20× ROI documented.
Self-service that compounds
Help Center articles, sizing guides, AI search. Built once, deflects 25–40% of repeat questions before they reach your team.
Buyer guide
Gorgias vs Zendesk vs Intercom vs Front for Shopify brands.
An honest, vendor-neutral read of where each tool wins and where it falls over. Written by the team that's run all four in production.
If you're a DTC brand on Shopify and you're picking a helpdesk, you have four real options. Gorgias is the only one built native to Shopify. The other three are general-purpose helpdesks that can be made to work. This page is the longer version of the call we'd give you.
TL;DR
- Gorgias wins for DTC under €100M GMV. Native Shopify, AI Agent that takes actions, Shopping Assistant.
- Zendesk wins above €100M GMV with multi-brand, multi-region, complex routing — and a six-figure budget.
- Intercom wins for SaaS, not DTC. Their AI is good. Their commerce data model is not.
- Front wins for shared inboxes that aren't really helpdesks — small teams, light volume.
Side by side
Gorgias vs the generalist helpdesks.
The same lens you'd get on a sales call, minus the bias — where Gorgias wins for DTC and where each alternative actually fits.
 GorgiasShopify-native helpdesk |  ZendeskEnterprise generalist |  IntercomSupport + sales SaaS |  FrontShared inbox | |
|---|---|---|---|---|
| Built for Shopify | Yes — native order, refund, replacement actions | No — Shopify app required | No — Shopify app required | No |
| AI Agent that takes actions | Yes | Yes (Advanced AI add-on) | Yes (Fin) | Limited |
| Shopping Assistant / pre-sales chat | Yes — native | Add-on | Yes | No |
| Setup time (configured) | 4–6 weeks | 12–20 weeks | 8–12 weeks | 2–4 weeks |
| Starting price (typical DTC) | From $60/mo — billed by ticket volume, unlimited agents | $115+/mo seat | Custom, usage-based (per resolution); typically $100+/mo | $59–$99/mo seat |
| Best fit | DTC on Shopify, €2M–€100M GMV | Enterprise, multi-brand, complex | SaaS, product-led | Small ops, light volume |
How we'd decide
If you're under €2M GMV
Don't pay for a helpdesk yet. Run the Gorgias free trial, use the templates, and re-evaluate at €5M GMV.
If you're €2M–€100M GMV on Shopify
Gorgias. Every time. The native Shopify integration alone saves 8–10 hours per agent per week.
If you're above €100M GMV with multi-brand or B2B
Look at Zendesk seriously. Their multi-brand routing and audit logs are unmatched. Budget for a six-month implementation.
If you're a SaaS or hybrid
Intercom is probably your tool. We'll tell you on the call.
Want a 30-minute read on your specific case?
Book a call. We'll look at your stack, your volume and your roadmap, and we'll tell you if Gorgias is right. If it isn't, we'll point you to who is.
Stack
Gorgias at the centre. Your stack around it.
We plug Klaviyo, Aircall, Loop, Recharge, Yotpo, Trustpilot, Sendcloud, Konvo and Smile into a single inbox. One ticket, one customer, one place.
Gorgias
The coreThe CX backbone. AI Agent, Shopping Assistant, automations.
Klaviyo
CRM & email
Aircall
Voice
LoyaltyLion
Retention
Recharge
Subscriptions
Yotpo
Reviews & UGC
Trustpilot
Reviews
Sendcloud
Logistics
Konvo
Conversation analytics
Smile.io
Loyalty
Shopify
EcommerceBook a 30-minute call.
No deck. No demo theatre. We open your inbox, you tell us what hurts, we tell you on the call whether Gorgias and custo.tech are the right move. If we're not, we'll point you to who is.