DecagonEnterprise
Enterprise AI support agents across voice, chat, and email, defined in natural-language Agent Operating Procedures rather than flow charts.
Customer Support comparison
Decagon vs Gorgias
Pricing, pros, cons, and ideal use cases — side by side.
GorgiasPaid
Ecommerce helpdesk with AI agent — resolves up to 60% of common store questions using order data automatically.
At a glance
| Decagon | Gorgias | |
|---|---|---|
| Pricing | EnterpriseNot published — enterprise contracts negotiated after a demo. Pricing is conventional platform-plus-usage rather than outcome-based; compare directly against Sierra resolution pricing. | PaidStarter $10/month for 50 tickets. Basic $60/month. Pro $360/month. AI Agent priced per resolution. |
| Category | Customer Support | Customer Support |
| Ideal for | Enterprise support organizations with high ticket volumeConsumer fintech, travel, and marketplace businessesSupport ops teams that want to own agent behavior without engineeringCompanies running omnichannel support across voice, chat, and email | Shopify StoresEcommerceDTC Brands |
Pros & cons
Decagon
Pros
- Agent Operating Procedures let ops teams author behavior in plain language
- Omnichannel voice, chat, and email from one platform
- Built-in A/B testing, QA simulations, and continuous quality monitoring
- Strong reference logos in consumer fintech and travel
Cons
- No published pricing
- Vendor-reported deflection numbers are unaudited
- Natural-language procedures still need rigorous testing — plain language hides ambiguity
- Enterprise-scale product; wrong fit for SMB support volumes
Gorgias
Pros
- Ecommerce-native ticket context
- AI Agent autonomously resolves tickets
- Shopify data in every ticket
- Good automation rules engine
Cons
- Ticket-based pricing can surprise
- AI resolutions billed separately
- Less flexible than Zendesk for non-ecom
Which should you choose?
Gorgias is the lighter-weight option (Paid), while Decagon sits higher on the pricing ladder (Enterprise). Decagon is built around enterprise support organizations with high ticket volume; Gorgias leans more toward shopify stores. Shortlist the one whose strengths line up with your biggest constraint.