Gorgias vs Tidio (2026)

Gorgias

by Gorgias

Tidio

by Tidio

Pros

• ✓Deepest ecommerce integration stack in the customer service category: native Shopify actions let AI Agent process refunds, edit orders, update addresses, and generate discount codes autonomously mid-conversation, without requiring a human agent or Shopify admin access.
• ✓Unlimited agent seats on all plans above Starter: costs scale with ticket volume rather than team headcount, making Gorgias cost-effective for large support teams where per-seat helpdesks like Zendesk or Intercom would cost significantly more.
• ✓Fully public pricing across all tiers with a genuinely useful $10/month Starter plan: lower procurement friction than competitors with custom-only pricing, and accessible entry point for DTC brands evaluating ecommerce-specific helpdesk features before scaling.

Limitations

• ⚠AI Agent is a separate add-on at $0.90 per resolved conversation on top of the base helpdesk plan: teams running high AI resolution volumes should model total monthly cost as helpdesk plan plus AI Agent fees, which scales with conversation volume.
• ⚠Ticket-based pricing creates cost unpredictability during peak seasons: a Black Friday spike can push teams into overage territory at $0.36-$0.40 per ticket above the plan limit, stacking on top of AI Agent resolution fees during the highest-volume periods.
• ⚠Purpose-built for ecommerce only: B2B SaaS, financial services, and multi-brand enterprises with complex SLA management and non-ecommerce escalation workflows will find the platform too narrow and should evaluate Zendesk or Intercom instead.

Pros

• ✓Lyro AI Agent resolves up to 67% of common queries using your knowledge base without manual flow design: no-code setup via URL scraping and FAQ upload means first AI responses go live within hours, materially faster than enterprise AI customer service tools that require weeks of configuration.
• ✓Fully transparent pricing with a genuinely useful free plan: 50 billable conversations and 50 one-time Lyro conversations at $0 per month lets micro-businesses and early-stage ecommerce teams evaluate the full platform before committing, with no credit card required.
• ✓Native Shopify actions allow Lyro AI Agent to execute store-level operations mid-conversation: checking order status, processing refunds, and updating order details autonomously without requiring the customer to contact a human agent or access the Shopify admin.

Limitations

• ⚠Lyro AI add-on creates a two-axis pricing model that compounds quickly: a Growth team at $59/month adding 50 Lyro conversations at $39/month pays $98/month for minimal AI volume, with Lyro conversations counted against a separate quota from billable human conversations.
• ⚠No intermediate pricing tier between Growth ($59/month) and Plus ($749/month): teams that outgrow Growth face a 12x cost jump with no middle option at $150-$400/month, which is the range where most growing ecommerce teams actually operate.
• ⚠Tidio doubled bills for existing customers in December 2024 without adequate notice: the pricing change is widely documented in G2 reviews through 2026 and represents a platform trust risk for ecommerce brands that depend on predictable monthly costs.