Retenza vs Gorgias
Retenza vs Gorgias — Which is better for Shopify support?
Gorgias is the most popular Shopify helpdesk — but is it the best? We compare pricing, AI capabilities, setup time, and Shopify depth.
Feature comparison
| Feature | Retenza | Gorgias |
|---|---|---|
| AI reply generation | Claude — full reply generation | Macro/rule-based templates |
| Shopify order lookup | ✓ | ✓ |
| Multilingual (40+ langs) | ✓ | Limited |
| Free tier | 50 emails/month | ✗ |
| Starter plan | $29/month | $10/month + $0.40/ticket |
| Per-ticket pricing | ✗ | ✓ |
| Knowledge base upload | ✓ | ✓ |
| CSAT surveys | ✓ | ✓ |
| Setup time | < 10 minutes | 1–3 days |
| Confidence scoring | ✓ | ✗ |
Our verdict
Gorgias is a solid Shopify helpdesk with deep automation — but it's built around macros and rules, not generative AI. Retenza generates contextual, personalised replies from scratch using Claude AI, at a fraction of Gorgias's per-ticket pricing. For stores spending more than $200/month on Gorgias, Retenza typically saves 60–70% while delivering faster, more accurate replies.
Where Retenza wins
- ✓True AI reply generation — not macros
- ✓No per-ticket overage charges
- ✓Faster setup — under 10 minutes
- ✓Better multilingual support
- ✓Lower cost for mid-volume stores
Where Gorgias wins
- →Larger integration ecosystem
- →Live chat widget option
- →Stronger rule automation for complex workflows
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