Tidio vs Gorgias (2026): Which AI Support Tool is Right for Your Shopify Store?
Comparing Tidio and Gorgias for Shopify customer support — features, pricing, AI capabilities, and which tool fits your store size.
Tidio and Gorgias are the two most popular AI customer support platforms for Shopify — but they target very different store sizes. Here’s how to pick the right one.
Head-to-Head: Tidio vs Gorgias
| Feature | Tidio | Gorgias |
|---|---|---|
| Starting price | Free (then $29/mo) | $10/mo (50 tickets) |
| AI resolution rate | Up to 70% (Lyro) | 40–60% |
| Shopify integration | ✅ Good | ✅ Excellent (edit orders) |
| Live chat | ✅ Yes | ✅ Yes |
| ✅ Yes | ✅ Yes | |
| Social DMs | ❌ No | ✅ Yes |
| Revenue attribution | ❌ No | ✅ Yes |
| Edit orders from tickets | ❌ No | ✅ Yes |
| Best for | Small/mid stores | High-volume operations |
AI Capabilities
Tidio’s Lyro AI is purpose-built for automated resolution. It reads your help documentation, FAQ, and Shopify order data — then resolves queries without human involvement. In tests, Lyro handles WISMO (Where Is My Order?), return policy questions, and basic product queries with high accuracy.
Gorgias AI focuses more on agent assistance — suggesting replies, routing tickets, and auto-closing certain intents — rather than full resolution. It’s powerful but more appropriate for teams with human agents who need efficiency tools.
Winner for automation: Tidio (Lyro AI is more aggressive about resolution).
Shopify Integration Depth
Gorgias wins clearly. Agents can cancel orders, issue refunds, apply discount codes, and view full order history without leaving the Gorgias interface. For a support team handling dozens of tickets per hour, this is a massive efficiency gain.
Tidio’s Shopify integration covers the essentials (order status, tracking) but doesn’t support order modifications.
Winner for integration: Gorgias.
Pricing Reality
Tidio’s free plan covers 50 conversations/month — useful for testing. The $29/month Starter plan includes 100 Lyro conversations, which is enough for many small stores.
Gorgias’s $10/month plan only covers 50 tickets — most growing stores quickly outgrow it, landing on the $50/month Starter (300 tickets) or $300/month Pro (2,000 tickets). At scale, Gorgias gets expensive fast.
Winner for value: Tidio for small stores, Gorgias makes sense at high volume.
Who Should Choose Tidio
- Stores under $1M annual revenue
- Solo operators who need automation, not agent tooling
- Brands prioritizing AI resolution over agent efficiency
- Anyone starting with a free plan before committing
Who Should Choose Gorgias
- Stores processing 500+ support tickets/month
- Operations with a support team (2+ agents)
- Brands needing multi-channel unified inbox (email + chat + social)
- Stores where agents need to modify orders frequently
Our Recommendation
Start with Tidio unless you’re already at scale. The free plan is genuinely useful, Lyro handles most common queries automatically, and the upgrade path is affordable. When your ticket volume consistently exceeds Tidio’s capacity, Gorgias becomes the natural upgrade.