Intercom vs Gorgias: which is right for your support team?

Intercom vs Gorgias: which is better?

Intercom wins for SaaS and product-led companies. Gorgias wins for Shopify and DTC stores.

Intercom's strength is messaging inside your product: chat, banners, tooltips and Fin AI Agent working from your help content and workflows. Gorgias's strength is the order: ticket views built around Shopify data, with edits and refunds a click away.

An ecommerce brand can run on Intercom, and a SaaS team can run on Gorgias, but each works against the grain of the tool.

How do Intercom and Gorgias compare side by side?

Checked September 2026. Confirm current prices on each vendor's site.

What are the main differences between Intercom and Gorgias?

Who the product is for

Intercom is built for software companies whose customers are logged into an app. Gorgias is built for stores whose customers ask about orders.

AI agents

Fin is one of the most established AI agents and is billed at $0.99 per outcome. Gorgias AI Agent is tuned for ecommerce intents and billed at $0.90 per interaction on annual plans. Check how each defines a billable event.

Pricing unit

Intercom grows with seats; Gorgias grows with tickets. Teams with many agents and low volume usually prefer Gorgias; teams with few agents and high volume often prefer seat pricing.

Channels

Intercom includes chat, in-app and email, with SMS, WhatsApp and phone charged by usage. Gorgias covers email, chat, social, SMS and voice for storefront support.

Is Intercom or Gorgias cheaper?

• Intercom: Essential $29, Advanced $85, Expert $132 per seat/month billed annually. Fin $0.99 per outcome. Copilot $29/agent/month annual ($35 monthly). Pro add-on $99/month.
• Gorgias: Starter $10, Basic $50, Pro $300, Advanced $750 per month billed annually, by ticket volume. AI Agent $0.90 per interaction annual.

Worked example: 5 agents, 2,000 tickets a month, 800 handled by AI. Intercom Advanced: 5 x $85 = $425 + 800 x $0.99 = $792, about $1,217/month. Gorgias Pro: $300 + 800 x $0.90 = $720, about $1,020/month. Your mix will differ, so model it with your own numbers.

Should your team pick Intercom or Gorgias?

• SaaS, in-app support: Intercom.
• Shopify store: Gorgias.
• Marketplace or subscription commerce with an app: trial both; Intercom for in-app, Gorgias for order-heavy.
• Small team, big seasonal peaks: Gorgias, since seats don't drive cost.

See also best Shopify support apps.

Is there a third option?

If neither fits cleanly, Aftersales is a third option built around AI resolution rather than seats or ticket volume. Agent resolves conversations end to end and takes actions, such as verifying a Shopify order, issuing a replacement or a Stripe refund, while Copilot drafts replies for your team and Inbox handles everything that needs a human.

Checked September 2026. Confirm current prices on each vendor's site.

Aftersales is the newer platform, so its ecosystem is smaller than Intercom's or Gorgias's. Confirm niche integrations on a call. Median resolution is 71% after 90 days, and Northwind Outdoors cut cost per conversation by 41%. See pricing or customer stories.

Frequently asked questions