Cresta vs Gorgias
A side-by-side comparison for e-commerce sellers — platforms, pricing, free trials and ROI.
| Category | Customer Service | Customer Service |
|---|---|---|
| Platforms | DTC | Shopify WooCommerce DTC |
| Pricing | — | Free trial; paid from $10/mo, scales by ticket volume |
| Free trial | No | Yes |
| Affiliate program | — | PartnerStack |
| ROI | Combines AI automation with real-time agent assist and conversation analytics to cut cost-to-serve while lifting revenue and loyalty. | Automates and deflects 30%+ of repetitive tickets, cutting first-response time by hours. |
Which should you choose?
Large DTC brands and enterprises running contact centers that want unified human-plus-AI agent tooling and conversation analytics.
Shopify and DTC brands that want a helpdesk with deep order context and ecommerce-tuned automation.
Cresta
Pros
- Combines AI automation with real-time human agent assist in one platform
- Built for enterprise scale with major brand customers (e.g. United Airlines, Cox)
- Conversation intelligence ties support quality to revenue and loyalty outcomes
Cons
- No public pricing; enterprise demo-only sales motion
- Contact-center focus is heavy for small online stores
- Not e-commerce-specific; aimed at large support and sales organizations
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
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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