Tidio vs Gorgias

by Gralio Feb 03, 2025

Tidio and Gorgias are both customer service platforms designed to improve customer experience through automation. Tidio stands out with its affordable pricing and robust free plan, making it ideal for budget-conscious businesses. Gorgias offers more advanced automation and deeper e-commerce integrations, making it better suited for businesses with complex workflows and high support volumes.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 2160 reviews and 60 websites, saving 12 hours, 30 minutes of reading.

Logo of Tidio
Tidio
Logo of Gorgias
Gorgias

About

Tidio is a customer service platform designed for small and medium businesses. It uses AI-powered chatbots to automate conversations, answer questions, and offer support to website visitors 24/7. This can help your team manage a high volume of inquiries, potentially reducing response times and increasing customer satisfaction. Tidio also offers live chat, allowing for real-time interaction with customers when needed. Key features include website visitor tracking, customizable automated messages, and integration with popular business tools like Shopify and Mailchimp.
Gorgias is a customer service platform designed for online stores. It brings all customer support channels together in one place, like email, live chat, and social media. Gorgias offers automation tools and AI to handle simple tasks, allowing your team to focus on complex issues. It integrates with popular ecommerce platforms like Shopify and provides data to help improve your customer support and sales.

Summary

Main difference
Tidio is a more affordable option with a robust free plan, making it suitable for budget-conscious businesses or those just starting with customer service automation. Gorgias offers deeper integration with e-commerce platforms and more advanced automation features, catering to businesses with higher support volumes and complex workflows.

Relative strengths of Tidio (compared to Gorgias)

  • More affordable pricing, especially for smaller businesses or those with lower support volumes.

  • Offers a free plan with decent functionality, allowing businesses to try out the platform before committing to a paid subscription.

  • Strong focus on chatbot functionality and AI-powered automation for handling common customer queries.

Relative weaknesses of Tidio (compared to Gorgias)

  • E-commerce integrations are not as extensive as Gorgias, which offers more specialized features for online stores.

  • Automation capabilities are less advanced compared to Gorgias, which provides more complex workflow automation and macros.

  • Reporting and analytics features are less comprehensive than Gorgias, which offers more detailed insights into customer support performance.

Who is using Tidio and Gorgias?

Who should use Tidio VS. Gorgias

Tidio is a customer service platform ideal for small to medium-sized businesses, especially those in marketing, advertising, software, or IT. Users praise its easy setup, intuitive interface, and effective chatbots. However, some find the free plan limitations restrictive and desire more chat widget customization.

Gorgias centralizes customer support channels like email, live chat, and social media. Users praise its Shopify integration and automation tools but note the high price. It's ideal for online stores seeking streamlined support and sales.

  • Best for small and medium businesses seeking affordable AI chatbots and live chat.

  • Ideal for marketing, advertising, software, and IT companies needing streamlined customer communication.

  • Best for small to medium-sized businesses (SMBs) looking to scale.

  • Ideal for e-commerce, retail, and consumer goods companies.

Tidio and Gorgias features

Supported
Partially supported
Not supported
Type in the name of the feature or in your own words tell us what you need
  • Pre-sales conversations
    Supported

    Tidio offers live chat and AI chatbots for pre-sales conversations.

    Supported

    Gorgias supports pre-sales conversations through live chat and automated tools.

  • AI Customer Support Automation
    Supported

    Tidio offers AI-powered customer support automation with Lyro AI.

    Supported

    Gorgias uses AI to automate customer support, including automated responses and chatbot integrations.

  • Live Chat and Proactive Chat
    Supported

    Tidio offers both live chat and proactive chat, engaging customers in real time and initiating conversations based on their behavior.

    Supported

    Gorgias offers both live chat and proactive chat features through chat campaigns.

  • Internal chat
    Not supported

    Tidio does not support internal chat for users to chat with each other within the software.

    Not supported

    Gorgias does not support internal chat for users to chat with each other within the software.

  • Live chat
    Supported

    Tidio supports the ability for users to chat with website visitors in real time.

    Supported

    Gorgias supports live chat, enabling users to chat with website visitors in real time.

  • Real-time dashboards
    Partially supported

    Tidio supports real-time monitoring of some key performance indicators, such as visitor activity and chat interactions, but it does not explicitly mention a dedicated real-time dashboard for monitoring current ticket volume, agent availability, and detailed chat activity.

    Supported

    Gorgias supports real-time dashboards to monitor key performance indicators such as current ticket volume, agent availability, and chat activity.

Qualities

  • Value and Pricing Transparency
    -0.34
    Rather negative sentiment
    -0.6
    Rather negative sentiment
  • Customer Service
    +0.5
    Rather positive sentiment
    +0.56
    Rather positive sentiment
  • Ease of Use
    +0.88
    Strongly positive sentiment
    +0.82
    Strongly positive sentiment
  • Reliability and Performance
    +0.33
    Rather positive sentiment
    +0.2
    Neutral sentiment
  • Ease of Implementation
    +0.72
    Strongly positive sentiment
    +0.14
    Neutral sentiment
  • Scalability
    -0.56
    Rather negative sentiment
    +0.33
    Rather positive sentiment
Tidio and Gorgias Pricing
Tidio offers a tiered subscription model based on the number of handled conversations per month. They offer additional automation features through their AI Chatbot (Lyro) and Flows, which have their own pricing tiers. A 7-day free trial of all features is available.
Plans

User sentiment

Rather negative
-0.34

See full Pricing page

Gorgias offers a tiered subscription plan based on the number of tickets per month. They have a free trial for their products and provide custom pricing for the Enterprise plan. Ticket overage is applicable if the user exceeds monthly limits. Gorgias also offers add-ons like Voice and SMS.
Plans

User sentiment

Rather negative
-0.6

See full Pricing page

Tidio and Gorgias review insights

2133 reviews analysed from and

Users love

  • Easy setup and intuitive interface
  • Chatbots are effective at automating customer interactions
  • Seamless integration with Shopify and other platforms
  • Provides real-time visitor insights and the ability to proactively engage with customers
  • Excellent Shopify integration; order details are pulled in automatically
  • Helpful macros for automating repetitive tasks
  • Easy to use and learn
  • Brings all customer support channels together in one place

Users dislike

  • Limited customization options for the chat widget
  • The free plan limitations can feel restrictive for growing businesses
  • It can be difficult to keep track of conversations and missed messages can occur
  • Some users have reported issues with the mobile app logging them out unexpectedly
  • High pricing compared to competitors
  • Customer support is not very helpful
  • Limited CRM functionality - cannot add notes to customer profiles without creating a new ticket
  • Occasional system outages disrupt workflow

Tidio and Gorgias Ratings

  • G2
    4.7/5
    (1505)
  • TrustPilot
    2.3/5
    (26)
  • Glassdoor
    4.4/5
    (62)
  • G2
    4.6/5
    (515)
  • Capterra
    4.7/5
    (113)
  • TrustPilot
    3.2/5
    (1)
  • Glassdoor
    4.5/5
    (16)

Company health

Employee growth

2% decrease in the last year
31% increase in the last year

Web traffic

2% decrease in the last quarter
12% increase in the last quarter

Financing

January 2022 - $27M
January 2024 - $102M

How do Tidio's chatbot customization options compare to Gorgias' macros?

Tidio's chatbot customization options, while enabling automated conversations and lead qualification, are considered by some users to be limited, especially regarding the chat widget's appearance. Gorgias' macros, conversely, are praised for their ability to automate repetitive tasks and include dynamic variables, offering potentially more flexibility for creating customized responses and workflows within the platform. However, direct comparison is difficult without more details on the extent of Tidio's chatbot customization and the specific types of dynamic variables supported by Gorgias' macros.

Which platform, Tidio or Gorgias, better integrates with Shopify for ecommerce needs?

Gorgias is significantly better integrated with Shopify than Tidio. While Tidio integrates with Shopify, Gorgias is specifically designed for ecommerce and its Shopify integration is much more robust, including features like automatically pulling in order details into the support interface. This deeper integration makes Gorgias a better choice for Shopify-focused ecommerce needs.

What are the advantages of Tidio?

Tidio's advantages include its AI-powered chatbots for 24/7 automated customer support, potentially reducing response times and improving customer satisfaction. It also offers valuable real-time website visitor tracking and integrates with popular tools like Shopify and Mailchimp. Tidio seems particularly well-suited for small to medium-sized businesses, especially those focused on e-commerce.

What are the disadvantages of Tidio?

Tidio's disadvantages include limited customization options for the chat widget, restrictive free plan limitations, difficulty tracking conversations with potential for missed messages, and occasional issues with the mobile app unexpectedly logging users out. Some users also find it challenging to manage a high volume of chats effectively.

Is Tidio cheaper than Gorgias?

Tidio is cheaper than Gorgias at the entry-level. Tidio offers a free plan, while Gorgias's cheapest plan starts at $10/month. However, when comparing similar tiers based on features and usage limits, Gorgias's higher-tier plans quickly become significantly more expensive than Tidio's.

Alternatives to Tidio and Gorgias

Logo of Drift
Drift
Drift is a conversational marketing and sales platform designed to help businesses connect with website visitors in real-time. Offering tools like chatbots, live chat, and email automation, Drift helps businesses capture leads, qualify prospects, and provide instant customer support. Its AI-powered features aim to personalize interactions and improve the buyer's journey. Drift primarily targets B2B companies and focuses on increasing sales efficiency and revenue growth.
Logo of HubSpot Service Hub
HubSpot Service Hub
HubSpot Service Hub is a customer service platform designed to help businesses manage customer interactions and improve satisfaction. It offers tools like a shared inbox, live chat, and automation to streamline support processes. The platform focuses on providing a unified view of the customer journey and uses AI to automate tasks and provide insights. HubSpot Service Hub aims to help businesses scale their customer service operations efficiently, leading to improved customer retention and business growth.
Logo of Chameleon
Chameleon
Chameleon is a platform designed to help your users get the most out of your software. With Chameleon, you can build interactive guides, in-app messages, and surveys that are tailored to each user's needs. This helps users learn your software faster and reduces the need for support. Chameleon integrates seamlessly with your existing tools and is used by leading companies to improve user satisfaction and drive growth.
Logo of Intercom
Intercom
Intercom is a customer service platform designed to improve customer experience and streamline support operations. It utilizes AI in three key ways: an AI chatbot for instant responses, an AI assistant for agents to quickly find information, and AI-powered analytics for support leaders. This approach aims to provide faster resolutions, increase agent efficiency, and offer data-driven insights for optimizing the customer service process. Intercom is suitable for businesses of all sizes seeking to enhance their customer support through automation and AI.
Logo of Willdesk
Willdesk is a customer service platform designed specifically for e-commerce businesses. It offers tools like live chat, help desk ticketing, and chatbots to help manage customer interactions. Willdesk focuses on automating repetitive tasks, providing a centralized view of customer information, and enabling personalized support across multiple channels like email, social media, and chat. Its goal is to help businesses streamline their support operations, improve response times, and boost customer satisfaction.
Logo of Desku.io
Desku.io is a customer service platform designed for businesses of all sizes. It offers a range of tools to help automate and streamline customer interactions, including a help desk, AI chatbots, and live chat. Desku.io is designed to be easy to use, with a no-code chatbot builder and a unified inbox for managing all customer communications. It integrates with popular e-commerce platforms like Shopify and WooCommerce. Desku.io aims to help businesses improve customer satisfaction and boost efficiency.

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