Gorgias vs Observe.ai: Which Should You Choose in 2026?
Choosing between Gorgias and Observe.ai comes down to understanding what each tool does best. This comparison breaks down the key differences so you can make an informed decision based on your specific needs, not marketing claims.
Short on time? Here's the quick answer
We've tested both tools. Here's who should pick what:
Gorgias
The Conversational AI platform for Ecommerce, boosting sales and resolving support inquiries.
Best for you if:
- • You want the higher-rated option (7.7/10 vs 0.0/10)
- • You want to try before committing
- • You need e-commerce features specifically
Observe.ai
Contact center AI
Best for you if:
- • You need ai & automation features specifically
| At a Glance |  Gorgias | |
|---|---|---|
Price | Free + Paid | Paid |
Best For | E-commerce | AI & Automation |
Rating | 77/100 | —/100 |
| Feature | Gorgias | Observe.ai |
|---|---|---|
| Pricing Model | Freemium | Paid |
| Editorial Score | 77 | — |
| Community Rating | No ratings yet | ★★★★★3.6 |
| Total Reviews | 0 | 0 |
| Community Upvotes | 0 | 285 |
| Categories | E-commerceCustomer Support | AI & AutomationCustomer Support |
Understanding the Differences
Both Gorgias and Observe.ai solve similar problems, but they approach them differently.Gorgias positions itself as "the conversational ai platform for ecommerce, boosting sales and resolving support inquiries." while Observe.aifocuses on "contact center ai". These differences matter depending on what you're trying to accomplish.
When to Choose Gorgias
Gorgias makes sense if you're looking for a budget-friendly option with a free tier solution. With a score of 77/100, it's our top pick in this comparison.
When to Choose Observe.ai
Observe.ai is worth considering if you need a professional-grade tool.
Who Should Use What?
Bootstrapped or small team?
When every dollar counts, Gorgias lets you get started without pulling out your credit card.
We'd pick: Gorgias
Growing fast?
Your team doubled last quarter and you need tools that won't break when you add 50 more people. Gorgias handles scale better in our testing.
We'd pick: Gorgias
Enterprise with complex needs?
You need SSO, compliance certifications, and a support team that picks up the phone. Observe.ai takes enterprise seriously.
We'd pick: Observe.ai
Still not sure? Answer these 3 questions
How much can you spend?
Tight budget? Start free with Gorgias, upgrade when you're ready.
Do you care what other users think?
Both have similar review counts. Read a few before you commit.
Expert opinion or crowd wisdom?
Our team rated Gorgias higher (77/100). But the community has upvoted Observe.ai more (285 votes). Pick your source of truth.
Key Takeaways
What Gorgias Does Better
- Higher overall score (77/100)
- Our recommendation for most use cases
Consider Observe.ai If
- Its specific features better match your workflow
- You prefer its interface or design approach
The Bottom Line
If we had to pick one, we'd go with Gorgias (77/100). But the honest answer is that "better" depends on your situation. Gorgias scores higher in our analysis, but Observe.ai might be the right choice if its specific strengths align with what you need most. Take advantage of free trials to test both before committing.
Frequently Asked Questions
Is Gorgias or Observe.ai better?
Based on our analysis, Gorgias scores higher with 77/100. Gorgias isfreemium while Observe.ai is paid. The best choice depends on your specific needs and budget. We recommend testing both with free trials if available.
Can I switch from Gorgias to Observe.ai easily?
Migration difficulty varies. Check if both tools support data export/import in compatible formats. Some tools offer migration assistance or have integration partners who can help with the transition.
Do Gorgias and Observe.ai offer free trials?
Most software in this category offers free trials or free tiers. Gorgias is freemium with a free tier.Observe.ai is paid with potential trial. Visit their websites for current trial offers.