Gorgias vs Yotpo

Gorgias is a help desk built specifically for e-commerce brands, especially those on Shopify. The company was founded in Paris and is now based in San Francisco. Its core idea is that support agents should see and act on order data inside every conversation: tickets from email, live chat, Facebook, Instagram, WhatsApp, SMS and voice appear in one inbox next to the customer's orders, and agents can edit orders, issue refunds or apply discounts without switching to the store admin.

Rules and macros automate repetitive work such as tagging, routing and replying to order status questions, and the AI Agent can resolve common requests like "where is my order", returns and product questions on its own, billed per automated resolution. Gorgias also tracks revenue generated through support conversations, so teams can show sales influenced by chat. Pricing is based on billable tickets per month rather than agent seats, starting with a small Starter plan and scaling through Basic, Pro and Advanced to custom Enterprise tiers.

Gorgias fits Shopify, BigCommerce and Magento brands with seasonal spikes, because adding agents for peak periods does not raise the bill. Costs grow with ticket volume, and the AI Agent is a separate charge. It is less suited to SaaS or B2B support, where Zendesk, Help Scout or Intercom offer better knowledge bases and workflows. Among e-commerce help desks, Re:amaze and Richpanel are the closest competitors, and Tidio is a cheaper option for small stores.

Yotpo is an e-commerce retention platform founded in 2011 by Tomer Tagrin and Omri Cohen, with offices in New York, Tel Aviv, London, Toronto, Sofia and Sydney. It says more than 35,000 brands in 100 countries use it, from Shopify stores to enterprise retailers. Its core job is collecting customer reviews and photos, showing them on product pages and running loyalty and referral programs that bring shoppers back.

Reviews & UGC sends review requests, displays star ratings, photo and video reviews and Q&A on-site, feeds Google seller ratings, writes AI review summaries and syndicates reviews to retailers. Loyalty & Referrals covers points, VIP tiers, rewards and refer-a-friend campaigns. A newer Discover product tracks how AI assistants such as ChatGPT describe and recommend your products. Plans are priced by monthly order volume, with a limited free Reviews plan and a free Loyalty plan.

Yotpo fits growing DTC brands on Shopify and mid-market retailers that want reviews and loyalty from one vendor. It costs more than review-only apps such as Judge.me or Okendo, and order caps push stores up tiers quickly. ReferralCandy and GrowSurf are lighter options for referrals only, and Klaviyo now offers built-in reviews for brands already on its email platform.

Buying tip: Yotpo used to sell SMS, email and subscriptions, but its current site lists only Reviews, Loyalty and Discover, so plan on a separate messaging tool. The pricing FAQ mentions Reviews from $15 a month while the plan card shows $89, so confirm the quote.