Customerly vs Gorgias: SaaS support vs ecommerce helpdesk in 2026
Gorgias dominates ecommerce support on Shopify. Customerly is built for SaaS support teams that need AI, email marketing, and live chat in one tool.
Overview
Gorgias is the ecommerce helpdesk leader, with deep Shopify, BigCommerce, and Magento integrations and AI features tuned for order management workflows. Fin.ai's research shows Gorgias dominates the "ecommerce customer service" SERP.
Customerly is the AI-first SaaS alternative. Different ICP, different data model, different pricing axis.
Pricing comparison
| Plan | Gorgias | Customerly |
|---|---|---|
| Entry | Starter — $10/mo (50 tickets) | Core — €19/seat/mo, Aura included |
| Mid-tier | Pro — $360/mo (2,000 tickets) | Growth — €69/seat/mo, unlimited conversations |
| Top-tier | Advanced — $900/mo (5,000 tickets) | Ultimate — €99/seat/mo, advanced analytics + multi-locale |
Feature comparison
| Feature | Gorgias | Customerly |
|---|---|---|
| AI agent | Gorgias AI Agent — add-on | Aura — included |
| Shopify integration | Best-in-class | Standard |
| Email marketing | No | Included on Growth+ |
| NPS / CSAT | Limited | Included on Growth+ |
| Video calls | No | Included on Growth+ |
| ICP fit | Ecommerce / DTC | SaaS |
| Pricing model | Per-ticket | Per-seat |
When to choose Gorgias
- You're a Shopify/BigCommerce/Magento merchant where order workflows are 70%+ of your support volume.
- Per-ticket pricing fits your seasonal or low-volume support pattern.
- You need deep ecommerce app marketplace integrations.
When to choose Customerly
- You're a SaaS team where the support workload is onboarding, billing, technical questions, and product feedback.
- You want AI + email marketing + surveys + video calls in one bundle.
- You want per-seat predictability rather than per-ticket scaling costs.
Migration
Customerly imports Gorgias tickets, customer profiles, and macros. Migration takes 1-3 weeks. The ecommerce-specific integrations (Shopify order lookup, refund automation) require either replacing with Customerly's CRM workflows or maintaining the Shopify integration via API.
Verdict
Gorgias is the right pick for Shopify-first ecommerce brands. Customerly is the right pick for SaaS teams that want an AI-first platform with email marketing and surveys included.
Frequently Asked Questions
Is Gorgias only for ecommerce?
Gorgias is built primarily for ecommerce, with deep Shopify, BigCommerce, and Magento integrations. It can be used by other businesses but its product surface is optimized for order management, returns, and shipping workflows.
Why choose Customerly over Gorgias for SaaS?
SaaS support workflows differ from ecommerce: they revolve around onboarding, billing, technical questions, and feature requests rather than order tracking. Customerly's data model (CRM-first, with email marketing and surveys included) maps to SaaS lifecycle workflows; Gorgias's data model maps to ecommerce orders.
How does pricing compare?
Gorgias prices per ticket (e.g. Starter at $10/mo for 50 tickets, Pro at $360/mo for 2,000 tickets). Customerly prices per seat with AI included. For high-volume SaaS support, per-seat is typically more predictable.
Does Customerly integrate with Shopify?
Yes, but it's not the primary integration focus. If Shopify-first workflows (order lookup, refund automation, returns) are the core of your support workload, Gorgias has more depth.
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