logo
Search for anything...
About

Best LiveAgent Alternatives

Written by Paddy Stobbs

Co-Founder & CEO

Edited by Steph Leung

Product & Operations Lead

Updated onMar 14, 2025
LiveAgent has established itself as a comprehensive customer support platform, offering businesses a wide range of tools to manage customer interactions. However, as support needs become increasingly specialized, several alternatives have emerged that excel in specific areas where LiveAgent may fall short. From Plain’s developer-centric approach to Intercom’s mobile-first design, Ada’s advanced AI capabilities, Channeled’s Slack integration, and Gorgias’ ecommerce focus—each alternative brings unique strengths to the table. In 2025, choosing the right support platform means finding one that aligns perfectly with your team’s specific requirements rather than settling for a one-size-fits-all solution. This comparison explores how these specialized alternatives stack up against LiveAgent for teams with particular support priorities.

Best alternatives to LiveAgent

For developer-centric support:

Plain product logo

Plain

Stackfix Rating:

7.1 / 10

Plain’s developer-first approach makes it a superior choice over LiveAgent for technical support teams. Its GraphQL API, identical to what the Plain team uses internally, enables complete customization and extensibility. The modern, keyboard shortcut-driven interface allows developers to work efficiently, and Plain’s shared inbox provides an intuitive and streamlined experience. While LiveAgent offers more channels, Plain’s focused feature set and exceptional developer experience—through thorough API documentation and flexible data models—make it the clear choice for engineering-centric support.

Jump to product

For mobile-first customer support:

Intercom product logo

Intercom

Stackfix Rating:

7.9 / 10

Intercom stands out as a mobile-first customer support solution through its modern SDK integration, AI-powered features, and intuitive mobile experience. Unlike competitors with dated interfaces and limited mobile support, Intercom offers native mobile app capabilities and a responsive design that enables seamless customer interactions across devices. Its AI chatbot 'Fin' delivers intelligent, contextual responses, and the platform's mobile-optimized interface allows agents to efficiently manage support requests on the go. The combination of powerful mobile capabilities and sophisticated automation makes Intercom compelling for organizations prioritizing mobile-first customer support.

Jump to product

For AI-powered support automation:

Ada product logo

Ada

Stackfix Rating:

4.4 / 10

Ada stands out as a superior choice for AI-powered support automation compared to LiveAgent, offering three compelling advantages. First, Ada’s AI chatbot functionality provides deep customization options for response tone and handoff management, while LiveAgent lacks any native AI chatbot capability. Second, Ada’s AI capabilities extend beyond basic chatbot functions to include AI tagging and conversation topic identification – features absent in LiveAgent’s offering. Finally, Ada’s AI agent can autonomously handle complex user processes like product returns, significantly reducing the burden on human agents, whereas LiveAgent’s automation capabilities are limited to basic rule-based workflows.

Jump to product

For slack-based customer support:

Channeled product logo

Channeled

Stackfix Rating:

5.9 / 10

Channeled emerges as a compelling alternative to LiveAgent for Slack-based customer support through its seamless integration, intuitive interface, and rapid setup process. While LiveAgent lacks native Slack channel support, Channeled excels with its deep Slack integration, offering features like emoji-triggered shortcuts and real-time thread synchronization. The platform’s modern, minimalist design enables teams to master it quickly, compared to LiveAgent’s dated interface that requires significant learning time. Additionally, Channeled’s 5-minute setup process, specifically optimized for Slack channels, contrasts favorably with LiveAgent’s 10-minute configuration that requires manual email forwarding.

Jump to product

For ecommerce-focused support:

Gorgias product logo

Gorgias

Stackfix Rating:

6.0 / 10

Gorgias stands out as an ecommerce support solution through its exceptional Shopify integration, modern interface, and AI capabilities. Its Shopify integration enables agents to view complete order histories, automate common ecommerce requests like order tracking and delivery rescheduling, and access a customizable Shopify sidebar. While LiveAgent offers basic ecommerce features, its dated interface and lack of native chatbot functionality make it less suitable for modern online stores. Additionally, Gorgias provides a comprehensive analytics suite that covers everything from agent performance to AI automation metrics, compared to LiveAgent's overwhelming and cluttered reporting. For ecommerce brands seeking streamlined customer support, Gorgias delivers a more cohesive and specialized solution.

Jump to product

PS

Meet your expert: Paddy Stobbs

Stackfix Co-Founder & CEO

I've spent over a decade deep in the world of business software - personally managing more than $2M in purchases across companies I've built and led. From intimate 10-person teams to organizations of 150+, I've developed a particular obsession with Sales and HR tools – testing, implementing, and scaling them at every stage of growth. My journey started at Cambridge University, led me through Google, and most recently culminated in selling my previous venture to TikTok. Now, I'm channeling all of that hands-on experience into helping others navigate the complex landscape of business software.

LiveAgent logo

LiveAgent

Plain logo

Plain

Intercom logo

Intercom

Ada logo

Ada

Channeled logo

Channeled

Gorgias logo

Gorgias

Our rating
Functionality
7

Functionality

7/10

<p>LiveAgent is a fairly well rounded product. It offers support for almost all channels you can think of including live chat, most social media platforms and even call centre support. Additionally, it provides the ability to create basic help centres. The area where it falls short is chatbots - both rule based and AI - where it currently offers no native solution.</p>
5

Functionality

5/10

<p>Plain's positioning focuses on delivering exceptional functionality for B2B software teams. This includes excellent support for channels such as Slack, MS Teams, email etc. However, compared to other CS tools, Plain lacks some common functionality you might expect such as the ability to create help centres or configure chatbots.</p>
9

Functionality

9/10

<p>Intercom provides most of the essential support functionality needed by SMBs, covering a wide range of communication channels (excluding Twitter, Slack, and Discord) and offering industry-leading live chat capabilities. It also includes advanced AI, automation, and reporting features. However, some features that larger teams may find valuable, such as approval workflows, community forum management, and advanced telephony capabilities (e.g., group routing and overflow handling), are not currently supported.</p>
3

Functionality

3/10

<p>Ada’s positioning as an AI agent for customer support does mean that its overall feature set as a stand-alone customer support platform is lacking. Though Ada’s AI agent acts as a strong and easy to configure first line of defence, you’ll still need to manage handoffs to real agents elsewhere (which often means paying separately for other helpdesk platforms such as Zendesk). Additionally, you’ll find other common features, such as the ability to build your own help centre/knowledge base, missing in Ada. It’s something which you’re expected to build elsewhere, and provide as a source of training material into Ada.&nbsp;</p>
2

Functionality

2/10

<p>Channeled's Slack-centricity means that it's overall feature set as a dedicated customer support tool is relatively lacking. To be more specific, Channeled is best suited to businesses who primarily manage their customer interactions via Slack and not via other channels such as SMS, live chat or email. That being said, when it comes to managing Slack threads, it provides a robust and complete feature set including shortcuts that can be triggered by emoji reactions within Slack, and analytics/sentiment analysis over Slack threads.</p>
7

Functionality

7/10

<p>As a product tailored to e-commerce brands, Gorgias offers a fairly robust range of features. It offer support for all the channels you'd expect including email, live chat, phone, text and socials. Additionally, you'll also find a decent help centre offering and AI agent functionality provided natively too. Though Gorgias does not excel in any one particular area, we did find each feature to be relatively well executed.</p>
Ease of Use
3

Ease of Use

3/10

<p>Given the breadth of functionality, LiveAgent can be unintuitive to use at times. Many core features were buried away deep in settings or hidden by poor UX. Additionally, many elements of the web app lacked tooltips and had truncated text components making it additionally difficult to figure our what button does what. It would take an average SMB employee over a day to master its use.</p>
9

Ease of Use

9/10

<p>As a result of it's focus on B2B software teams and opinionated product positioning, Plain has created a focused and intuitive product with a shallow learning curve. An average SMB employee would require less than 30 minutes and no guidance to master the product. It's onboarding process is simple, short and easy to understand. Additionally, it's web app is beautifully designed and intuitive to use.</p>
7

Ease of Use

7/10

<p>Due to its rich functionality and customisability, Intercom has a moderate learning curve but is generally user-friendly. An average SMB employee can become proficient with the platform after 1-2 days and some guidance.</p><p>The interface is intuitive, making daily use straightforward for most team members.&nbsp;</p>
3

Ease of Use

3/10

<p>Given its AI-centric focus, we found Ada to be relatively easy to use on initial set up. It would take an average SMB employee a few hours to be complete the initial configuration and create a functional AI chatbot. However, when progressing to more advanced features, such as setting up processes for an AI agent to execute, we found Ada to be filled with unclear terminology and often confusing UI. Whilst this may be a byproduct of the relative novelty of configuring AI chatbots, we find Ada unintuitive to use if you’re looking to get the most out of the platform.</p>
9

Ease of Use

9/10

<p>As a result of it's focus on Slack, Channeled has a shallow learning curve. <span style="background-color: transparent; color: rgb(0, 0, 0);">An average SMB employee would require less than 30 minutes and no guidance to master the product. </span>It's onboarding process is simple, short and easy to understand and makes full use of Slacks native integrations. Additionally, it's web app is simple, intuitive and easy to navigate.</p>
5

Ease of Use

5/10

<p>Though individual screens were generally well presented, we did find the sheer breadth of features slightly overwhelming at times. Gorgias' sidebar navigation system is non-standard which initially made it hard to navigate between core features swiftly (like between inboxes and analytics pages).</p>
Look and feel
2

Look and feel

2/10

<p>LiveAgent feels dated. Its live chat template customisation offerings feel like they're from two decades ago and its internal facing web app isn't well designed either. M<span style="color: rgb(0, 0, 0);">any elements of the web app lacked tooltips where one might expect them and had truncated text components making the app feel rough around the edges. </span></p>
9

Look and feel

9/10

<p>Plain stands out as one of the best designed products on the market. It's clear that the team have crafted the product with a lot of care. The web app is modern, slick and very fast to use. Animations and sound effects are used with taste to add a high level of polish to the user experience.</p><p>Additionally, the web app neatly labels core buttons with a corresponding keyboard shortcut enabling agents to rattle through support tickets faster than they might have done with just a mouse.</p>
7

Look and feel

7/10

<p>We find Intercom's interface modern, sleek, with just the right touch of colour. However, page load times can be a bit slow, sometimes taking 2-3 seconds.</p>
5

Look and feel

5/10

<p>We find Ada’s high-level navigation to be modern and&nbsp;easy to use. However, chatbot configuration interfaces were often confusing and unclear with a less modern, dated feel to them. Additionally, whilst the web app was generally fast, some pages take 2-3 seconds to load.</p>
8

Look and feel

8/10

<p>Channeled's web app is simple, modern and easy to navigate. Additionally, it's design aesthetic is minimalist making it easy to work with and fast to load.</p>
6

Look and feel

6/10

<p>Overall, we found Gorgias to be relatively well designed and intuitive to use. Most interfaces were modern and fast to load (load times &lt; 2 seconds). However, some interfaces did lack refinement or were hidden away in settings - for example, creating chatbots with the same interface used to generate other rules/workflows in the product presented some challenges - a simple drag and drop interface would have been preferable here.</p>
Customisability
7

Customisability

7/10

<p>LiveAgent offers a number of channels for customization. It's external facing components offer a deep range of options for branding, colour and styling. Meanwhile its internal facing features also offer a lot of room for tweaking. For example, it's very easy to configure custom filtered views for your inbox, or set up deeply flexible rules that can be triggered from almost anything.</p>
7

Customisability

7/10

<p>Though Plain has built an opinionated product, it's API-centric nature provides a number of options for customisability. For example, businesses are able to sync customer data right into Plain via their API by connecting their backend to the platform and configuring custom fields. This means that businesses don't have to worry about syncing customer data or integrations. However, it's worth noting that whilst this is great for modern B2B software teams, businesses looking for something a little less developer focused should look elsewhere.</p>
9

Customisability

9/10

<p>Intercom is one of the most customisable Customer Support we've come across. User-facing elements (e.g. live chat, help centre) allow for deep customisation in appearance and layout.</p><p>Intercom also allows you to create custom data objects and track custom events about your customers to create highly personalised proactive messages and workflows.</p>
7

Customisability

7/10

<p>At present, Ada’s primary customer facing feature is its AI chatbot. Within which you can configure basic elements such as logos, buttons and colours. However, there are additional layers of customisation available in terms of the tone, greetings and responses of the chatbot itself. These are deeply customisable and offer businesses a way to set their chatbots apart from the typical responses you’d expect from first time interactions with non-AI chatbots from competitor platforms.</p>
3

Customisability

3/10

<p>Channeled does provide some elements of customisability such as the ability to create custom tags which businesses can assign to conversation threads, or the ability to create custom shortcuts which can be triggered by emoji reactions directly from Slack. However, there are limited routes for further customisability such as the inability to manipulate analytics dashboards or save custom views.</p>
6

Customisability

6/10

<p>At present, Gorgias offers a fairly standard set of customization options for both internal and external interfaces. For its live chat widget and help centre, you can customize the usual elements including logos, colours and titles. For internal facing screens we appreciated the ease of saving custom views or adding custom tags to tickets to suit your specific business needs.</p>
Ease of Setup
3

Ease of Setup

3/10

<p>LiveAgent offers a self-serve free trial for their platform. We found the initial setup to be slightly longer than necessary, taking around 10 minutes. Setting up your first channels may take some time though - with no easy connection option, you’ll have to setup email forwarding manually. When it comes to richer customisation options - the platform is fairly standard when compared to competitors with simple scripts to add live widgets to your website and relatively basic (albeit dated) appearance customisation options.&nbsp;</p>
7

Ease of Setup

7/10

<p>Plain offers a simple self-serve free trial for their platform. We found the initial setup to be simple, taking &lt;5 mins. Setting up your first channels are particularly easy too - given Plain's focus on Slack and similar channels these take only a few clicks to connect and configure. However, when it comes to longer term customization, there are endless options available to teams who wish to take advantage of Plain's very flexible API.</p>
7

Ease of Setup

7/10

<p>Intercom offers a simple, self-service free trial for their platform. Initial setup is relatively simple, taking less than 10 minutes to complete. Connecting your initial channels is fairly simple too with simple scripts for live widget integrations and easy email connection options. However, when it comes to deeper customization, there are a number of rabbit holes within which you could spend days e.g. setting up FinAI or customizing help centre appearances. </p>
4

Ease of Setup

4/10

<p>It's clear that though Ada does provide a self-serve free trial, that the product is designed to be experienced via a demo call. As such, we found the initial setup to be a little confusing, taking around 15 minutes or so. However, given its AI focus, we did appreciate the ease of certain features, for example, adding base knowledge is just a matter of pasting in links and Ada will parse and extract the relevant information.</p><p>To really get the most out of the platform, users will need to spend some time on configuring everything from tone to greetings of the chatbot - as such, full customization can take a week to put together.</p>
8

Ease of Setup

8/10

<p><span style="color: rgb(0, 0, 0);">Channeled offers a simple self-serve free trial for their platform. We found the initial setup to be simple, taking &lt;5 mins. Setting up your first channels are particularly easy too - given Channeled's focus on Slack. It takes only a few clicks to connect and configure.</span></p>
7

Ease of Setup

7/10

<p><span style="color: rgb(0, 0, 0);">Gorgias offers a simple self-serve free trial for their platform. We found the initial setup to be simple, taking less than 30 minutes. Setting up your first channels is also a simple process - for example connecting your email can be done with just a couple clicks instead of needing to set up email forwarding manually.&nbsp;However, some features do require some up-front investment to get the most out of such as their AI agents feature as well as any ticket-routing automations you might want.</span></p>
Customer Support
6

Customer Support

6/10

<p>LiveAgent offers support via a live chat widget inside its web app. We found it quick and easy to contact a real agent (&lt;3 mins), and when tested, we find them to be helpful and direct, often resolving technical questions in one response.</p><p>Though LiveAgent also provides a help centre, we found this very confusing to use and overwhelming at times. Thankfully, support agents rarely linked to articles and instead opted to answer questions directly.</p>
5

Customer Support

5/10

<p>Plain's support team can be contacted via email or in app form. We find their agents to be fairly responsive (response times &lt;12 hours), knowledgeable and helpful. When tested, they are often able to troubleshoot issues within one response.</p>
8

Customer Support

8/10

<p>Intercom provides in-app live chat with Fin AI and their support team. We’ve found that while Fin AI delivers helpful responses, and it's possible to connect with a human agent - although this can take up to 6 business hours which can be painfully long in our experience.</p>
7

Customer Support

7/10

<p>You can get support for Ada in two ways. The first, is via their own AI support agent. In testing we find it helpful for basic queries but ofte overy cautious in its responses and readily opts to hand off to a real agent. The second is via email - when tested, Ada's real agents were quick to reply (&lt; 2 hours), knowledgeable and helpful.</p>
3

Customer Support

3/10

<p>Channeled customer support options for most of it's pricing tiers remains minimal. Channeled provides a contact email address for support requirements as well as a documentation website which offers explanations and walkthroughs of its core features; however, the latter is still largely unfinished at the time of writing.</p>
4

Customer Support

4/10

<p>You can contact Gorgias' support agents via a live chat widget in their web app. When tested, you initially have to get through an AI agent which we found to be relatively helpful, however, unable to answer more complex queries. Real agents took an average of an hour to respond and though helpful, often seemed biased to wanting to book demo/sales calls if questions around pricing were asked.</p>
Integratability
7

Integratability

7/10

<p>LiveAgent offered a strong array of integrations. It covered all the basics from popular CRM systems (Salesforce, Hubspot) to project management platforms (Jira) to automation platforms (Zapier). We were also pleased to see that they offer an API too.</p>
7

Integratability

7/10

<p>Plain offers a handful of built in integrations with popular CRMs (such as Salesforce and Hubspot) as well as project management tools (such as Linear). However, it does lack the breadth of pre-built integrations that some of its competitors offer. That being said, its best in class API offers additional extensibility, though this is best suited to developer centric software teams.</p>
10

Integratability

10/10

<p>Intercom boasts a robust integrations ecosystem that includes popular CRMs like HubSpot and Pipedrive, project management tools such as JIRA, and email marketing platforms like Mailchimp. They also offer an API for custom integrations and are continually expanding their integration offerings, with the flexibility to develop new ones upon request.</p>
5

Integratability

5/10

<p><span style="color: rgb(0, 0, 0);">When tested, Ada doesn't yet have an extensive set of integrations compared to other CS tools. That being said, the majority of key integrations for larger businesses such as with Salesforce, are present.</span></p><p><span style="color: rgb(0, 0, 0);">We notice that whilst it's older rules based product offering did support a much wider array of integrations, these have yet to be ported over to its AI agent product.</span></p>
7

Integratability

7/10

<p>Channeled provides a number of integrations with popular CRMs (Salesforce, Hubspot), helpdesks (Zendesk, Intercom, Freshdesk), project management tools (Linear, Asana etc.) and automation platforms like Zapier. Additionally, it offers an API through which users can interact with data directly, though this is a relatively new feature that Channeled is continuing to build upon.</p>
7

Integratability

7/10

<p>For their target customer segment, e-commerce brands, Gorgias offers a very comprehensive integrations store - providing integrations with all the major players like Shopify, BigCommerce etc. Additionally, we appreciated the fact that they also offer a mobile app with which you can handle tickets on the go more easily.</p>
Ease of Migration
7

Ease of Migration

7/10

<p>LiveAgent offers self-serve export functionality for both customer data and anlytics data within its web app. On top of this, they also offer an API - however, the documentation leaves a lot to be desired in terms of clarity.</p>
3

Ease of Migration

3/10

<p>Plain does not currently offer any self serve data export functionality, however, they do offer this on-demand to customers on their highest pricing tier.</p>
8

Ease of Migration

8/10

<p>Users can export key data independently through self-serve options, while most other data can be accessed via API or provided upon request. Additionally, Intercom enables seamless data exports to relevant third-party vendors through pre-built integrations.</p>
5

Ease of Migration

5/10

<p>Whilst Ada does not offer a self-serve data export feature, it's data export API is rich and well documented and covers all the core areas of data you'd want and expect to export.</p>
7

Ease of Migration

7/10

<p>Businsses can export data themselves via the web app as well as through Channeled's dedicated API.</p>
5

Ease of Migration

5/10

<p>Users can export data on tickets and other analytics via a self-serve option directly within Gorgias' dashboards.</p>

Plain: LiveAgent alternative for developer-centric support

Plain product logo
Plain

Stackfix Rating:

7.1 / 10

Visit website

Starting at

$39

Calculate your price
Updated onMar 14, 2025
Plain’s developer-first approach makes it a superior choice over LiveAgent for technical support teams. Its GraphQL API, identical to what the Plain team uses internally, enables complete customization and extensibility. The modern, keyboard shortcut-driven interface allows developers to work efficiently, and Plain’s shared inbox provides an intuitive and streamlined experience. While LiveAgent offers more channels, Plain’s focused feature set and exceptional developer experience—through thorough API documentation and flexible data models—make it the clear choice for engineering-centric support.

Want to know more? See a detailed comparison of LiveAgent vs. Plain.

Pros

  • Outstanding API Capabilities

  • Exceptional User Interface and Design

  • Intuitive and Modern Shared Inbox

  • Streamlined User Experience

Cons

  • Limited Data Export Capabilities

  • Functionality Gaps

  • Limited Customer Support Coverage

  • Limited Channel Support

Compare all Customer Support toolsRead the full review

Intercom: LiveAgent alternative for mobile-first customer support

Intercom product logo
Intercom

Stackfix Rating:

7.9 / 10

Visit website

Starting at

$39

Calculate your price
Updated onMar 14, 2025
Intercom stands out as a mobile-first customer support solution through its modern SDK integration, AI-powered features, and intuitive mobile experience. Unlike competitors with dated interfaces and limited mobile support, Intercom offers native mobile app capabilities and a responsive design that enables seamless customer interactions across devices. Its AI chatbot 'Fin' delivers intelligent, contextual responses, and the platform's mobile-optimized interface allows agents to efficiently manage support requests on the go. The combination of powerful mobile capabilities and sophisticated automation makes Intercom compelling for organizations prioritizing mobile-first customer support.

Want to know more? See a detailed comparison of LiveAgent vs. Intercom.

Pros

  • Sophisticated analytics and reporting

  • Best-in-class live chat functionality

  • Powerful "Fin" chatbot and automation capabilities

  • Comprehensive integration ecosystem

  • Advanced customization options

Cons

  • Complex pricing that gets expensive

  • Limited AI Context Suggestions

  • No Kanban Board View

  • Limited Content Collaboration

  • No Community Forum Functionality

  • Limited Social Media Channel Support

Compare all Customer Support toolsRead the full review

Ada: LiveAgent alternative for AI-powered support automation

Ada product logo
Ada

Stackfix Rating:

4.4 / 10

Visit website

Updated onMar 14, 2025
Ada stands out as a superior choice for AI-powered support automation compared to LiveAgent, offering three compelling advantages. First, Ada’s AI chatbot functionality provides deep customization options for response tone and handoff management, while LiveAgent lacks any native AI chatbot capability. Second, Ada’s AI capabilities extend beyond basic chatbot functions to include AI tagging and conversation topic identification – features absent in LiveAgent’s offering. Finally, Ada’s AI agent can autonomously handle complex user processes like product returns, significantly reducing the burden on human agents, whereas LiveAgent’s automation capabilities are limited to basic rule-based workflows.

Want to know more? See a detailed comparison of LiveAgent vs. Ada.

Pros

  • Exceptional AI Chatbot Capabilities

Cons

  • Limited Core Customer Support Functionality

  • Confusing User Interface

  • Limited Integration Capabilities

  • Basic Data Export Functionality

  • Dated Interface Elements

Compare all Customer Support toolsRead the full review

Channeled: LiveAgent alternative for slack-based customer support

Channeled product logo
Channeled

Stackfix Rating:

5.9 / 10

Visit website

Starting at

$100

Calculate your price
Updated onMar 14, 2025
Channeled emerges as a compelling alternative to LiveAgent for Slack-based customer support through its seamless integration, intuitive interface, and rapid setup process. While LiveAgent lacks native Slack channel support, Channeled excels with its deep Slack integration, offering features like emoji-triggered shortcuts and real-time thread synchronization. The platform’s modern, minimalist design enables teams to master it quickly, compared to LiveAgent’s dated interface that requires significant learning time. Additionally, Channeled’s 5-minute setup process, specifically optimized for Slack channels, contrasts favorably with LiveAgent’s 10-minute configuration that requires manual email forwarding.

Want to know more? See a detailed comparison of LiveAgent vs. Channeled.

Pros

  • Excellent Slack monitoring tools

  • Simple onboarding and setup

  • Clean, Modern Design

Cons

  • Weak customer support

  • Lack of AI features

  • Limited feature set

  • Limited customisability

  • Limited analytics capabilities

Compare all Customer Support toolsRead the full review

Gorgias: LiveAgent alternative for ecommerce-focused support

Gorgias product logo
Gorgias

Stackfix Rating:

6.0 / 10

Visit website

Starting at

$10

Calculate your price
Updated onMar 14, 2025
Gorgias stands out as an ecommerce support solution through its exceptional Shopify integration, modern interface, and AI capabilities. Its Shopify integration enables agents to view complete order histories, automate common ecommerce requests like order tracking and delivery rescheduling, and access a customizable Shopify sidebar. While LiveAgent offers basic ecommerce features, its dated interface and lack of native chatbot functionality make it less suitable for modern online stores. Additionally, Gorgias provides a comprehensive analytics suite that covers everything from agent performance to AI automation metrics, compared to LiveAgent's overwhelming and cluttered reporting. For ecommerce brands seeking streamlined customer support, Gorgias delivers a more cohesive and specialized solution.

Want to know more? See a detailed comparison of LiveAgent vs. Gorgias.

Pros

  • Best-in-class Shopify Integration

  • Solid Live Chat Implementation

  • Comprehensive Analytics Suite

  • Strong Integration Capabilities

  • Efficient Setup Process

Cons

  • Poor Customer Support Experience

  • Clunky Rules-Based Chatbot Interface

  • Mediocre Help Centre Functionality

  • Navigation and Usability Issues

  • Limited Data Export Capabilities

Compare all Customer Support toolsRead the full review

How we test products

With countless Customer Support platforms available, we focus on identifying the best options for small and midsize businesses. Our evaluation process is built around real-world usage, prioritizing functionality, ease of use, and overall value. Here’s how we do it:

Functionality

Great customer support software should help businesses resolve issues quickly and efficiently. We start by identifying key use cases—ticket management, live chat, automation, and reporting—then test how well each platform delivers on these needs. Tools that offer essential features without unnecessary complexity score highest.

User Experience & Onboarding

Support teams need fast, intuitive tools. We test each platform’s interface by navigating core features without prior training and track onboarding time—from account setup to resolving a first ticket. Software that requires extensive setup or technical expertise loses points.

Automation & AI Capabilities

Automation can streamline customer support and reduce response times. We evaluate each platform’s automation features, such as chatbots, canned responses, workflow automation, and AI-driven ticket triaging. We prioritize tools that improve efficiency without adding unnecessary complexity.

Integrations & Compatibility

Customer Support software must work seamlessly with CRMs, knowledge bases, and communication tools. We test how well each platform integrates with essential business systems and assess whether native integrations or third-party connectors are required.

Pricing & Value

We compare pricing across competitors, analyzing what each plan includes and whether critical features are locked behind paywalls. Hidden costs—such as per-agent fees, add-ons for automation, or premium support tiers—are factored into our assessment. Platforms that offer strong core functionality at a fair price score highest.

Stackfix’s Fit Score

All of these factors contribute to Stackfix’s Fit Score, a proprietary ranking system that measures how well each Customer Support tool aligns with a buyer’s needs. It combines two key elements:

  • Requirements Met – How many buyer requirements the software fulfills
  • Stackfix Rating – Our expert assessment of the software’s overall quality, usability, and value

The result? A clear, data-driven recommendation that helps businesses choose the right Customer Support software—without hours of trial and error.

FAQs

What is Customer Support Software?

Customer support software helps teams manage tickets, live chat, and self-service. Consider ease of use, integrations, scalability, and pricing. Avoid overcomplex tools, ignoring automation, and poor planning. The key features of customer support software usually include:

  • Ticketing System: A structured way to track customer inquiries from start to resolution, ensuring that no requests slip through the cracks.
  • Live Chat & Chatbots: Tools that enable real-time communication with customers, including AI-powered bots that can handle common questions automatically.
  • Self-Service Knowledge Base: A library of FAQs, guides, and troubleshooting articles that empower customers to find answers without contacting support.
  • Automation & Workflows: Features like automated ticket assignment, canned responses, and escalations to reduce manual work and speed up resolution times.
  • Reporting & Analytics: Insights into response times, resolution rates, and customer satisfaction scores to help teams continuously improve their service.

What should I consider when buying Customer Support Software?

Start by assessing your current and future support requirements. Are you handling a high volume of tickets daily? Do you need omnichannel support (email, chat, social media)? Are you focused on automation or personalized service? Here are the key factors to consider before making your decision.

  1. Your Support Needs. Start by assessing your current and future support requirements. Are you handling a high volume of tickets daily? Do you need omnichannel support (email, chat, social media)? Are you focused on automation or personalized service? Identifying your priorities will help you choose the right tool.
  2. Ease of Use. Support software should make your team’s job easier, not harder. Look for an intuitive interface that agents can pick up quickly without extensive training. Overly complex platforms can slow down response times and frustrate both customers and agents. That’s why Stackfix rates every support platform on ease of use—click into each product above to see how they compare.
  3. Integration with Your Tech Stack. Your support platform needs to work seamlessly with your CRM, email, chat, and other essential business tools. If you’re using Slack for internal communication or Shopify for e-commerce, check if the software offers native integrations or if third-party connectors are needed.
  4. Scalability & Flexibility. As your business grows, your support needs will evolve. Ensure that the software can handle increased ticket volume, support multiple teams, and offer advanced automation features when you’re ready for them. Look at the vendor’s product roadmap to see if they regularly release useful updates.
  5. Pricing & Hidden Costs. Support platforms often charge per agent, but costs can add up with extra fees for automation, integrations, or advanced analytics. Check pricing tiers carefully—what looks affordable now could become expensive as you scale.
  6. Customer Support from the Vendor. Ironically, not all customer support tools come with great support. If something breaks or you need help with setup, will the vendor be there? Look at response times, support availability (24/7 or business hours?), and self-serve resources like help centers or forums. Stackfix rates each platform on support quality—click into each product to see how they compare.

What are the common mistakes to avoid when buying Customer Support software?

Some platforms are packed with advanced features but are overly complicated for smaller teams. Make sure you’re picking a tool that fits your workflow, not just one with an impressive feature list. Here are some of the biggest mistakes startups make—and how to avoid them.

  1. Choosing based on features, not usability. Some platforms are packed with advanced features but are overly complicated for smaller teams. Make sure you’re picking a tool that fits your workflow, not just one with an impressive feature list.
  2. Ignoring automation & AI. Many startups manually handle support requests when automation could significantly reduce workload. Look for tools that allow automated responses, ticket routing, and AI-driven suggestions.
  3. Forgetting about self-service. A knowledge base can dramatically reduce support volume by enabling customers to find answers on their own. Make sure the platform includes an easy-to-use self-service portal.
  4. Not planning for scaling. Startups often pick software based on current needs, without considering future growth. Will the platform support more agents, additional features, or multi-channel support when you need it?
  5. Overlooking integration depth. A platform might “integrate” with your CRM, but does it sync customer data properly? Always test integrations before committing to a tool.

How much does Customer Support Software typically cost?

Most solutions range from $20-150 per agent monthly, with entry-level options starting around $15-25 and premium solutions exceeding $150 monthly. Most vendors provide structure pricing in tiers based on features and scale, so be sure to enter your requirements as accurately as possible in our pricing calculator. 

Many providers offer free plans with core functionality for very small teams but restrict users, contacts, or available channels.

For enterprise plans and above, you can expect to speak to sales for a bespoke price. To skip the demo calls, be sure to check out our pricing calculator.

Compare other Customer Support Tools

View our comparisons of other Customer Support

CHS

Crisp vs HubSpot Service Hub

ZfG

Zendesk for Service vs Glassix

AF

Atlas vs Front

FOH

Freshdesk Omni vs HelpCrunch