Gorgias vs Intercom
A detailed comparison to help you choose between Gorgias and Intercom.
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Verdict: Intercom wins
Intercom scores 4.2/5, edging out Gorgias at 4.0/5. Support organisations with meaningful ticket volume and solid documentation who want outcome-priced AI resolution that can run on their existing helpdesk or replace it with one workspace.
Gorgias AI helpdesk built for e-commerce | Intercom Customer communication platform with AI-powered automation | |
|---|---|---|
| Rating | 4.0 (1 review) | 4.2 (1 review) |
| Pricing Model | paid | paid |
| Starting Price | From $10/mo | From $39/mo |
| Best For | Ecommerce brands on Shopify, BigCommerce or Magento that want one inbox with native order context and per-resolution AI pricing. | Support organisations with meaningful ticket volume and solid documentation who want outcome-priced AI resolution that can run on their existing helpdesk or replace it with one workspace. |
| Free Tier | ||
| API Access | ||
| Team Features | ||
| Open Source | ||
| Tags | team features | team featuresssoapi access |
| Visit Gorgias → | Visit Intercom → |
Gorgias
Pros
- + Order history, tracking and refunds sit inside the ticket; I acted on Shopify orders without leaving the inbox in my test
- + Unlimited user seats on every plan above Starter, so seasonal staff do not inflate the bill
- + AI Agent is billed per resolved interaction ($0.90 on most plans) and only charges what it closed alone
- + Revenue statistics attribute sales to support conversations, with attribution events firing correctly in my sandbox
- + Shopify-backed ecosystem: Shopify is an investor and the integration depth reflects it
Cons
- - Ecommerce-only data model; poor fit outside online retail
- - Automated replies count as billable tickets, so the helpdesk meter rises with automation
- - Two separate meters (helpdesk tickets + AI interactions) with overage on both during peaks
- - Gorgias's own pages disagree on included AI interaction counts (30 vs 90-2,500 depending on plan)
- - Policy-edge tickets (out-of-window returns in my test) always hand off to humans rather than resolving
Intercom
Pros
- + Flat, published $0.99 per outcome with billing only on successful resolution — a rarity in enterprise CX AI, and unchanged since the 2023 launch
- + Fin runs standalone on Salesforce, Zendesk and other helpdesks with no Intercom seats: my modelled 20-agent scenario costs $2,970/month vs $4,670 with Intercom seats
- + Spend caps allow hard monthly limits on AI spend, closing the usual runaway-billing risk of per-resolution meters
- + Procedures let Fin execute multi-step work (refunds, order status, troubleshooting) rather than only answering questions
- + Resolution definition excludes failed conversations — escalated chats incur no Fin charge, unlike per-conversation models
Cons
- - The outcome definition includes a soft trigger (customer does not return to the topic), so a third-party 60-day test measured 38% real resolution vs the marketed 50%, raising effective cost per real resolution to ~$1.40
- - Double metering stacks up: seats ($29-$132) plus $0.99 per outcome plus Copilot at $29/agent/month — my 10-seat Advanced scenario lands near $1,635/month before channels
- - No free plan exists; only a 14-day trial, and monthly billing carries a large premium over annual ($39 vs $29 entry)
- - Fin's autonomous quality depends entirely on knowledge base quality — resolution rates rise only after sustained content work
- - SSO, HIPAA support and SLAs are gated behind the $132/seat Expert tier
Frequently Asked Questions
Which is better, Gorgias or Intercom?▼
Intercom scores higher at 4.2/5 vs 4.0/5 for Gorgias, making it the better-rated option in our comparison.
What is the difference between Gorgias and Intercom?▼
Gorgias: Gorgias is a helpdesk built for online stores that brings email, chat, social and SMS into one inbox, with AI agents answering common shopper questions. It plugs into Shopify and other ecommerce platforms. Intercom: Intercom is a customer service platform combining a helpdesk, messenger and its Fin AI agent, which resolves conversations before they reach a person.
Is Gorgias or Intercom more affordable?▼
Gorgias starts at €10/mo, Intercom starts at €39/mo. Check the comparison table above for current pricing.
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