Chatfuel vs Gorgias
A side-by-side comparison for e-commerce sellers — platforms, pricing, free trials and ROI.
| Category | Customer Service | Customer Service |
|---|---|---|
| Platforms | TikTok Shop DTC | Shopify WooCommerce DTC |
| Pricing | Free plan available | Free trial; paid from $10/mo, scales by ticket volume |
| Free trial | Yes | Yes |
| Affiliate program | — | PartnerStack |
| ROI | Automates DM and comment replies plus bookings and ad campaigns across social channels, so brands can run sales and support 24/7 without extra staff. | Automates and deflects 30%+ of repetitive tickets, cutting first-response time by hours. |
Which should you choose?
Social-first and DTC brands selling through Instagram, WhatsApp, and TikTok DMs that want to automate replies, bookings, and ads.
Shopify and DTC brands that want a helpdesk with deep order context and ecommerce-tuned automation.
Chatfuel
Pros
- Strong coverage of social messaging channels (Instagram, WhatsApp, TikTok, Facebook)
- Free plan with no credit card required and quick setup
- Official Meta Business Partner and WhatsApp BSP
Cons
- Specific paid pricing not shown on the homepage
- Geared to social/DM commerce rather than traditional storefront support
- Marketing-heavy 'AI coworker' framing
Gorgias
Pros
- Best-in-class native order context for Shopify/DTC support
- Agents act on orders (refunds, cancels) without leaving the inbox
- Strong automation and AI deflection tuned for ecommerce
Cons
- Pricing scales by ticket volume and can climb fast as you grow
- AI Agent resolutions are billed on top of base ticket plans
- Less suited to non-ecommerce or B2B support use cases
Other tools to consider
Collect, manage, and display product reviews and UGC for ecommerce
Live chat and Lyro AI chatbot for small and growing online stores
Loyalty, referrals, reviews and memberships in one app for Shopify, WooCommerce and retail
A unified AI suite for marketing, sales, and customer support
Branded shipping guarantee for Shopify that resolves lost, stolen and damaged deliveries fast
Branded returns and exchanges for Shopify that steer refunds into exchanges and store credit