9 Best Gorgias Alternatives for CX-Driven Brands in 2025

Table of Contents

1. What To Look For in a Gorgias Alternative That’s Built for CX

2. Quick Snapshot: Compare the Top Gorgias Alternatives for 2025

3. Top 9 Gorgias Alternatives in 2025

4. How to Choose the Right Gorgias Competitor for Your Brand

5. Frequently Asked Questions

Gorgias built its name as the go-to helpdesk for Shopify merchants, thanks to its tight Shopify sync and all-in-one inbox. It felt tailor-made for growing DTC brands—until it didn’t.

Over time, teams began to notice the cracks: pricing that ballooned without warning, ticketing that lagged behind, and analytics that provided little beyond surface-level insights. The latest price hike in early 2025 only made it worse.

Several Shopify and WooCommerce brands now realize that Gorgias isn’t keeping up with what customer experience teams need in 2025. With dozens of tools offering near-identical features for less, the search for a solid Gorgias alternative has never felt more urgent.

This list puts together 9 top Gorgias competitors that CX-driven brands are switching to, based on value, performance, and features that work at scale.

What To Look For in a Gorgias Alternative That’s Built for CX

According to Future Market Insights, the customer experience platform market is expected to grow at a CAGR of 14.8% between 2025 and 2035.

In this competitive market, customer support isn’t just about answering tickets. It’s about owning the entire conversation, before, during, and after the sale. CX-driven brands are building systems that predict and prevent issues during this entire process.

A strong Gorgias alternative should offer more than the usual macros and automation. It needs to work for teams that care about retention, not just resolution time.

Here’s what to prioritize:

• Shared inbox with real-time collaboration: Not just multi-channel, but multi-agent. Look for tools where multiple team members can jump in on a single thread without stepping on each other.
• Contextual customer data inside tickets: Your agents shouldn’t have to tab-hop. Customer lifetime value, order history, and channel source should be visible inside every thread.
• AI-powered ticket categorization and auto-routing: Not just keyword triggers. Go for platforms that can sort, tag, and route messages based on behavior, sentiment, or customer segment.
• Integrated returns and order tracking workflows: CX teams spend too much time answering “Where’s my order?” Automate that with tools that plug directly into your logistics stack.
• One-click macros with dynamic variables: Personalized replies should be scalable. Look for message templates that can auto-fill order numbers, names, and product data instantly.
• Proactive chat triggers based on live behavior: Identify customers at risk of bouncing and reach out automatically, based on cart value, time on page, or past complaints.
• Built-in CSAT, NPS, and VoC tracking: Don’t bolt this on. Choose a platform that bakes in surveys at the right moments, post-resolution, post-delivery, or after key interactions.
• Slack, WhatsApp, and Instagram DMs support (native): If your customers are talking there, your support team should be too. Prioritize native integrations over clunky workarounds.
• Shared customer context across channels: Your team shouldn’t need to dig through tabs or past threads to get the full picture. The best tools show unified customer history up front, chat, email, orders, everything.
• Built-in collaboration for CX and Ops: Tags and notes are table stakes. You need Slack-style team messaging, shared drafts, and escalation paths that don’t feel clunky.

Quick Snapshot: Compare the Top Gorgias Alternatives for 2025

Not every tool solves the same problem in the same way. Here’s a side-by-side breakdown of the top Gorgias alternatives, highlighting what each platform does best, and why CX teams are making the switch:

Top 9 Gorgias Alternatives in 2025

Gorgias may have been built for speed, but most CX teams now need more than fast ticketing. They need depth, foresight, and automation that scales. Here are 9 tools that help you fill the gaps with proactive and flexible support systems.

1. Kapture CX

Built from the ground up for high-volume CX teams that want AI agents doing the heavy lifting

Kapture is built for CX teams handling complexity at scale. It uses AI agents trained on over a billion minutes of real conversations to deliver instant, human-like responses across voice, chat, email, and social.

From resolving returns to scheduling callbacks, Kapture handles the entire flow without manual input. The platform gives agents real-time guidance, context, and smart suggestions as they chat. What sets it apart is its ability to combine full automation with live collaboration, allowing seamless handoffs when needed.

CX-Driven Strengths

• Agentic AI: Automates full conversations across voice, chat, and social using AI trained on real-world customer interactions
• Self-Serve 2.0:Deflects up to 90% of queries with intelligent bots that resolve routine issues without human input
• Agent Suite: Equips live agents with customer history, conversation summaries, and real-time reply suggestions
• Observability Platform: Monitors AI-led interactions live, with tools to step in instantly when needed
• Insights Dashboard: Tracks sentiment, resolution speed, and agent performance in real time across all channels

Why it’s a Gorgias Alternative

Unlike Gorgias, which relies heavily on manual tagging and rule-based flows, Kapture delivers full-service AI automation without needing constant human input. It offers deeper industry-specific customization, more advanced agent-assist features, and true omnichannel control, while keeping your human team in the loop where needed.

Best for: eCommerce, BFSI, Retail, and Digital-First Enterprises looking to scale customer support intelligently across multiple regions and teams

2. Tidio

AI-powered support that blends speed with multilingual precision, straight from your help desk.

Tidio’s Lyro AI Agent transforms high-volume customer service into a scalable, low-friction workflow by automating conversations across chat, email, and social. It pulls directly from your customer support content to deliver instant, human-like responses.

Lyro also knows when to back off, handing off complex queries to live agents while preserving context. This makes it a plug-and-play solution for teams wanting quick wins without disrupting their existing systems.

CX-Driven Strengths

• Lyro AI Agent:Automates common queries like refunds, delivery status, and account help with responses pulled from your own content
• Multichannel Inbox:Manages chat, email, Messenger, Instagram, and WhatsApp in one centralized feed
• Auto Routing & Handoff:Transfers unresolved issues to agents without losing context or customer history

Why it’s a Gorgias Alternative

Tidio isn’t built on rigid rules or manual tagging. Its AI adapts to your content and context, letting you get started quickly while scaling your automation intelligently. Gorgias users often struggle with coverage across non-email channels. Tidio fills that gap with a multichannel experience and native AI built for high automation.

Best for: eCommerce, Education, and DTC Brands looking to handle international support volumes with a lean team

3. Richpanel

Double down on cost reduction and automation with a help desk that guarantees performance, not promises it.

Richpanel stands out by tying its entire platform to measurable outcomes. You don’t just get AI tools, you get a performance guarantee that promises cost reduction and ticket deflection.

Richpanel combines self-service, multi-channel inboxing, and revenue-focused analytics into a single platform, reducing agent workload without compromising CX quality. Its Voice of Customer AI also helps brands mine real-time feedback and convert that into action, not just metrics.

CX-Driven Strengths

• Self-Service Portal:Helps customers solve issues 24/7 across common workflows like refunds, cancellations, and tracking
• Sidekick AI: Gives agents contextual suggestions, auto-replies, and customer history inside every thread
• Performance Analytics: Tracks CSAT, team efficiency, deflection rates, and revenue from 

Why it’s a Gorgias Alternative

Richpanel is purpose-built for eCommerce but goes further with its automation promise. While Gorgias depends heavily on agent workflows and templates, Richpanel cuts into workload with smarter deflection and more proactive AI.

Best for:eCommerce brands focused on cutting support costs without sacrificing resolution quality or customer satisfaction

4. Help Scout

A calm, focused support platform built for teams who care about experience over escalation.

Help Scout takes a different approach, less about flashy automation, more about thoughtful CX infrastructure. It organizes customer conversations in a clean, intuitive workspace that’s built to scale with your team, not complicate their workflow.

Integrated AI assists with summarizing, translating, and drafting responses, while its support hub, Beacon, gives customers 24/7 access to help without dead ends. For brands that care about tone, timing, and team efficiency, Help Scout provides a structured system that strikes a balance between human touch and smart CX automation.

CX-Driven Strengths

• Beacon Self-Service Hub: Helps customers solve issues independently with access to help articles, chat, and prior conversations
• Inbox Workflows: Automates routing, tagging, and assignment to reduce manual triage
• AI Draft Assist: Summarizes long threads and suggests personalized replies for quicker agent responses

Why it’s a Gorgias Alternative

While Gorgias relies heavily on rules and tags, Help Scout emphasizes clean inboxes, guided workflows, and native collaboration tools. The absence of per-seat fees and the integration of AI across all plans make it ideal for growing teams.

Best for: SaaS, SMBs, and Service-Based Teams that prioritize thoughtful support delivery and collaborative inbox management

5. Zendesk

A mature, all-in-one CX system now infused with AI agents that resolve issues before agents even log in.

Zendesk has evolved from being a traditional ticketing tool to a full-service CX operating system. What sets the current platform apart is its tightly integrated AI agent network. These bots are deployed across channels, routing voice calls, deflecting emails, and even assisting human agents mid-conversation.

Zendesk’s unified workspace provides deep visibility across touchpoints, making it easier for CX teams to reduce effort per ticket without losing sight of the customer journey.

CX-Driven Strengths

• AI Agents Network:Resolves common customer queries instantly while assisting human agents with summaries and context
• Omnichannel Inbox: Combines live chat, email, social, and voice interactions with complete customer history
• Voice Automation Suite: Smart call routing, IVR, and conversation-level AI for contact centers

Why it’s a Gorgias Alternative

While Gorgias works well for Shopify-specific setups, Zendesk offers deeper automation, better scalability, and more native voice and enterprise-ready tools. For teams that need broader channel coverage, including sophisticated voice workflows, Zendesk becomes a logical next step.

Best for: Enterprise and Mid-Market Teams across SaaS, retail, and B2B who manage high volumes and need advanced AI and voice support

6. Freshdesk

A fully loaded CX platform with AI built into every layer, not bolted on as an after-thought.

Freshdesk is part of the broader Freshworks suite, but what makes it stand out is Freddy AI, an embedded engine that powers chat, ticket routing, insights, and agent assistance right from the start. It doesn’t require heavy customization or developer time to work.

From self-service and multi-channel chat to team analytics, Freshdesk gives growing support teams the structure of an enterprise tool without slowing them down. It’s designed for teams that want fast automation, smart handoffs, and better visibility across service operations.

CX-Driven Strengths

• Freddy AI Agent: Automates replies, routes tickets, and assists agents with AI-generated summaries and resolutions
• Freshdesk Omni: Delivers seamless omnichannel support via chat, email, messaging apps, and a shared inbox
• Integrated Insights: Tracks SLA compliance, FCR, CSAT, and team performance in real time

Why it’s a Gorgias Alternative

Freshdesk brings more AI muscle and operational depth. Where Gorgias focuses on Shopify-centric workflows, Freshdesk scales across teams with baked-in automation, not third-party add-ons.

Best for: Mid-size to Large Teams in retail, SaaS, IT, or hybrid support environments that need AI tools without a long setup cycle

7. Salesforce Service Cloud

Enterprise-grade support meets marketing intelligence in a platform that treats CX like a revenue channel.

Salesforce Service Cloud takes customer experience beyond the help desk by merging support with marketing, data, and automation. Its real edge is the way it turns service into a revenue opportunity, linking customer queries with upsell flows, win-back journeys, and personalized outreach powered by real-time case data.

The platform handles high volumes easily while letting agents operate with full context from CRM, marketing, and support channels.

CX-Driven Strengths

• Service Cloud AI: Automates routine tasks, surfaces relevant content, and helps agents prioritize high-impact conversations
• Connected Journey Builder:Uses service case data to drive personalized re-engagement, onboarding, and retention campaigns
• Unified Customer Profiles: Syncs behavior, purchase, and service history across all departments for smarter

Why it’s a Gorgias Alternative

Gorgias is a fit for transactional eCommerce. Salesforce, by contrast, is about orchestrating customer relationships over time. For brands scaling fast or already operating across departments, Salesforce offers unmatched integration across marketing, sales, and service.

Best for: Enterprise and B2C brands with advanced CX, retention, or revenue workflows tied to service performance

8. Intercom

An AI-first support suite that merges automation, live support, and helpdesk into a single experience.

Intercom has repositioned itself as “The AI customer service company,” and with Fin, its AI agent, that’s not just branding. Fin plugs into any helpdesk (including non-Intercom systems) and resolves complex queries by pulling accurate answers from your existing content.

What makes Intercom unique is how it blends proactive messaging, live chat, help center, and AI resolution into a unified tool, giving support teams a single pane of glass without jumping between tools. Its strength lies in real-time support that still feels personal.

CX-Driven Strengths

• Fin AI Agent: Resolves multi-step and nuanced queries by referencing help center content across channels
• Intercom Suite:Combines live chat, bot automation, and ticketing in one simplified view
• Inbox Workspace: Gives agents full customer context with integrated tools for replies, summaries, and file sharing

Why it’s a Gorgias Alternative

Where Gorgias builds its automation around rules and Shopify workflows, Intercom builds around conversations. The AI agent can function within or outside Intercom’s native platform, providing greater flexibility. Its ability to personalize support before a ticket even lands sets it apart for CX teams looking to shift from reactive to real-time service.

Best for: Startups, SaaS, and Product-Led Teams focused on fast, conversational support with embedded AI and flexible workflows

9. Kustomer

A unified CX platform where AI, automation, and CRM live in one system.

Kustomer brings everything together in a single thread: AI agents, ticketing, CRM, and self-service, all native and integrated, communicating with each other. What sets it apart is how tightly the platform integrates data and automation to make both the agent and customer experience faster and cleaner.

Their AI Agent Studio lets teams deploy custom support bots without writing code. With support across every channel and deep reporting built in, Kustomer’s all-in-one approach works especially well for high-volume teams that hate fragmented tools.

CX-Driven Strengths

• AI Agent Studio: Builds and deploys AI agents tailored to your workflows.
• Omnichannel Inbox: Manages chats, calls, emails, social, and more in one fully synced conversation timeline
• Workflow Automation:Automates manual tasks like routing, tagging, and follow-ups to keep queues moving

Why it’s a Gorgias Alternative

Gorgias leans on Shopify data and app integrations. Kustomer goes beyond this with a built-in CRM and AI agent system that powers customer-facing and agent-facing automation. It’s flexible and designed to reduce reliance on multiple disconnected tools.

Best suited for: Omnichannel Retail, DTC, and support teams seeking a comprehensive platform to consolidate workflows and scale AI-first operations.

How to Choose the Right Gorgias Competitor for Your Brand

Switching tools isn’t just about features, it’s about fit. The right platform should align with your team’s structure, customer journey, and growth goals.

Here’s how to narrow it down:

• Audit your current CX pain points: List what’s breaking down, slow response times, limited automation, or poor channel coverage.
• Prioritize use cases over features:Focus on solving for ticket deflection, agent productivity, or omnichannel visibility, not just flashy add-ons.
• Match tools to your support volume and team size: Some tools thrive with lean teams, others scale better with larger agent pools.
• Check integration depth with your stack:Ensure the platform connects easily with your eCommerce, CRM, and analytics systems.
• Test automation accuracy before committing:A slick UI won’t matter if the AI can’t handle your customer queries.
• Look for industry-fit or vertical specialization:Tools like Kapture or Richpanel offer tailored workflows for specific business models.
• Choose transparency in pricing and support: Platforms that hide costs or charge per seat for basic features often don’t scale well.

Scale Beyond Tickets—Choose a CX-Driven Platform

If your customer support still revolves around reactive ticketing, it’s already outdated. Today’s CX teams need platforms that can automate the obvious, surface the important, and personalize at scale.

Choosing the right Gorgias alternative means picking a system that doesn’t just help agents respond, but helps the business anticipate. From AI-powered resolutions to real-time insights and seamless omnichannel experiences, the tools in this list go beyond basic helpdesk functions.

If you’re looking for a platform purpose-built for scale, Kapture CX stands out with its vertical-specific AI agents, powerful automation engine, and deep analytics capabilities.

Ready to reduce support volume and improve CSAT without scaling headcount?

Book your Kapture demo now

Frequently Asked Questions