Decagon vs Gorgias
A side-by-side comparison for e-commerce sellers — platforms, pricing, free trials and ROI.
| Category | Customer Service | Customer Service |
|---|---|---|
| Platforms | Shopify DTC | Shopify WooCommerce DTC |
| Pricing | — | Free trial; paid from $10/mo, scales by ticket volume |
| Free trial | No | Yes |
| Affiliate program | — | PartnerStack |
| ROI | Scales personalized, autonomous customer support so every customer is handled like the only one. | Automates and deflects 30%+ of repetitive tickets, cutting first-response time by hours. |
Which should you choose?
Mid-market and enterprise brands that want to build and scale autonomous AI customer support agents.
Shopify and DTC brands that want a helpdesk with deep order context and ecommerce-tuned automation.
Decagon
Pros
- Strong focus on autonomous, personalized resolution
- Tools to build and optimize agents, not just deploy
- Proven with well-known brands
Cons
- Pricing available only via a demo
- Enterprise focus may not suit small sellers
- Requires setup and optimization to get value
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