CRM Comparison

Gorgias vs Hiver (2026)

Gorgias is a Shopify-native ecommerce helpdesk that ties support to order actions and revenue; Hiver is a Gmail-native shared inbox for Google Workspace teams. This compares ecommerce-and-Shopify depth against email-native support.

Gorgias

Ecommerce-focused customer support helpdesk with deep Shopify integration and AI automation built to resolve tickets and drive sales simultaneously.

Pricing From $10/mo (Starter, 50 tickets); Pro from $360/mo
Our rating 4.4/5
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Hiver

Gmail-native customer service platform that layers shared inboxes, AI agents, and omnichannel support on top of Google Workspace without replacing it.

Pricing Free plan available; paid from $25/user/mo (Growth)
Our rating 4.4/5
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TL;DR

  • Pick Gorgias if you're a Shopify or DTC ecommerce brand that wants order actions, revenue attribution, and ecommerce-tuned AI built into the helpdesk.
  • Pick Hiver if your team runs on Gmail/Google Workspace and wants a shared-inbox helpdesk that feels like email, with fast rollout and no learning curve.

The real decision: ecommerce vertical vs. Gmail-native horizontal

Gorgias and Hiver rarely land on the same shortlist by accident — they're built for different worlds, and the comparison is really about which world you're in. Gorgias is a vertical tool for ecommerce. Over 17,000 brands use it, and every design decision assumes you sell online: it unifies email, chat, social, and SMS, then pulls live Shopify order data into the ticket so an agent can refund, edit an order, or apply a discount without ever leaving the conversation. It even attributes support conversations to sales, connecting CX spend to revenue.

Hiver is a horizontal tool defined by where it lives: inside Gmail. It turns support@yourcompany.com into a shared-inbox helpdesk without asking your team to learn anything new — assignment, status, SLAs, AI agents, and analytics layered onto the Gmail interface they already use. Its advantage isn't ecommerce depth; it's zero friction for Google Workspace teams, and versatility across departments (support, finance, IT, HR all use it).

So the decision is straightforward once you name your context. Sell on Shopify and drown in order tickets? Gorgias's order-aware workflows are the point. Run a Google Workspace operation that wants email-simple shared inboxes? Hiver is the natural fit. Each is a poor substitute for the other's job.

Pricing

The models differ as much as the products. Hiver is per-user: a free plan, then paid from $25/user/mo (AI and advanced integrations around $55–65/user/mo) — flat and easy to forecast by headcount. Gorgias is ticket-based: from $10/mo (Starter, 50 tickets) with Pro from $360/mo, plus an AI Agent add-on at $0.90–$1.00 per automated interaction.

Ticket-based pricing is deliberate for ecommerce, where volume spikes seasonally and headcount doesn't track tickets neatly — but it means overages and AI-interaction fees can climb quickly during busy periods. Hiver's per-seat model is more predictable and often cheaper for a small, steady team, but it doesn't flex with ticket volume the way Gorgias does. Match the pricing shape to your volume pattern: seasonal ecommerce spikes suit Gorgias's model; steady operational volume suits Hiver's.

Order actions vs. email-native workflow

This is the sharpest line between them. Gorgias's ticket is wrapped around the Shopify order: full order history in view, one-click refunds and edits, Shopify macros, and an AI Agent that resolves routine order-status and return questions (vendors cite ~60% instant resolution). Hiver's workflow is wrapped around Gmail: collaborative shared inboxes, assignment, and notes, with AI agents deflecting repetitive requests (up to ~70% claimed). One is transactional and ecommerce-specific; the other is conversational and email-general. Neither does the other's core job well.

Channels and reach

Gorgias's omnichannel inbox spans email, chat, Instagram, Facebook, TikTok, SMS, and voice — the channels DTC brands actually sell and support on. Hiver's omnichannel (Pro and above) covers email, live chat, voice, WhatsApp, and a customer portal, all converging in Gmail. Both are multichannel; Gorgias skews toward social-commerce channels, Hiver toward email-anchored support with WhatsApp and chat. Pick the channel mix that matches where your customers actually reach you.

Who should pick what

  • Shopify or DTC ecommerce brand → Gorgias.
  • Google Workspace team wanting email-native support → Hiver.
  • You need in-ticket refunds, order edits, and revenue attribution → Gorgias.
  • Finance/IT/HR also need shared inboxes → Hiver.
  • Seasonal ticket spikes, lean agent count → Gorgias (ticket-based pricing).
  • Steady volume, predictable per-seat budgeting → Hiver.
  • You want fastest possible rollout in a tool your team knows → Hiver.

Try them yourself

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Frequently asked questions

Gorgias vs Hiver — which is better?
For ecommerce brands on Shopify, Gorgias is better: it pulls live order data into tickets, lets agents refund and edit orders without leaving the helpdesk, and even attributes support conversations to revenue. For Google Workspace teams that want support to feel like email, Hiver is better — a shared inbox inside Gmail with no new tool to learn. Gorgias is a vertical ecommerce tool; Hiver is a horizontal email-native helpdesk.
Is Hiver cheaper than Gorgias?
It depends on team size and volume, because they price differently. Hiver is per-user (free plan, then from $25/user/mo). Gorgias is ticket-based, from $10/mo (Starter, 50 tickets) with Pro from $360/mo, and its AI Agent adds $0.90–$1.00 per automated interaction. For a small team with steady volume, Hiver's per-seat model is often cheaper and steadier; for a lean ecommerce team with high ticket volume, Gorgias's ticket model can work out — but overages and AI add-ons can climb fast.
Which is better for a Shopify store?
Gorgias, decisively. It's purpose-built for Shopify: agents see full order history, can cancel or modify orders and trigger Shopify macros inside a ticket, and revenue attribution ties CX to sales. Hiver has no native ecommerce order actions — it's a Gmail shared inbox. A Shopify brand gets far more out of Gorgias's order-aware workflows than Hiver's email-native simplicity.
Does Hiver work outside of customer support?
Yes — that's a real advantage. Because Hiver lives inside Gmail, finance, IT, and HR teams adopt it as easily as support to manage their own shared inboxes (invoices@, it@, hr@). Gorgias is built specifically for ecommerce customer support and doesn't fit general internal-operations inboxes. If multiple departments need shared inboxes, Hiver is the more versatile choice.
Which is easier to set up and adopt?
Hiver, for a Gmail team — agents work in the Gmail interface they already know, so most teams are live in hours with no learning curve. Gorgias requires connecting your Shopify store and configuring order workflows, macros, and automation, which is worth it for ecommerce but is more of a setup than turning on a Gmail layer. Adoption friction favors Hiver; ecommerce capability favors Gorgias.