Dixa vs Gorgias
Dixa and Gorgias, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Dixa
Agentic customer service platform for ecommerce. AI agent (Mim), routing, Team Hub, Discover analytics/QA.
Best for Ecommerce and DTC brands at mid-market scale.
2015 · Copenhagen, Denmark (+ London).
Gorgias
Helpdesk and AI agent aimed at driving sales. Ecommerce-native (Shopify).
Best for Ecommerce brands, especially Shopify.
2015 · Paris, France (plus San Francisco).
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- DixaPer-agent/mo plus usage add-ons (Mim per conversation, voice per minute).
- GorgiasTicket-volume-based (not per-seat) plus AI per resolution.
- Free plan
- DixaNo
- GorgiasNo
- Free trial / guarantee
- DixaNot offered publicly (book demo).
- Gorgias7 days, no payment.
- Price
- DixaEUR 89/agent/mo (Growth, monthly). About EUR 71 annual. · EUR 139/agent/mo (Ultimate, monthly). · EUR 179/agent/mo (Prime, monthly).
- GorgiasStarter $10/mo (50 tickets, 3 seats); Basic $60/mo (300 tickets). · Pro $360/mo (2,000 tickets); Advanced $900/mo (5,000). · Enterprise custom (5,000+ tickets).
- Seat minimum
- Dixa7-seat minimum cited.
- GorgiasNone. Starter 3 seats; others up to 500.
- Unlimited agents
- DixaNo. Priced per seat.
- GorgiasNo. Starter 3; others up to 500.
- Implementation fee
- DixaNot disclosed.
- GorgiasNot disclosed (enterprise includes implementation).
- Transparency
- DixaPartial. Base tiers public, add-ons in overage list, contracted rates via sales.
- GorgiasStarter to Advanced public; Enterprise custom.
- Pricing last verified
- Dixa2026-06-02 (overage list effective Oct 15 2025).
- Gorgias2026-06-02
Channels
Where each tool can talk to customers.
- DixaNative
- GorgiasNative
- Live chat
- DixaNative
- GorgiasNative
- In-app messenger
- DixaNative (Dixa Messenger).
- GorgiasNative (Shopify widget, no code).
- Voice
- DixaNative (VoIP, browser-based).
- GorgiasNative (add-on, $0.40–1.20/ticket).
- SMS
- DixaNative
- GorgiasNative (add-on, $0.41–0.80/ticket).
- DixaNative
- GorgiasNative (free to add; billable tickets).
- Social
- DixaNative. Messenger, Instagram DM, Trustpilot.
- GorgiasNative (Instagram, Facebook).
- Unified inbox
- DixaNative. Team Hub (12 channels).
- GorgiasNative
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- DixaNative VoIP. Browser-based, included all plans.
- GorgiasNative. Gorgias Voice add-on; IVR, queues, call flows.
- Voice AI / transcription
- DixaYes. Auto-transcribed, searchable, feeds Auto QA. Paid add-on.
- GorgiasYes. Voicemails and recorded calls; transcripts on tickets.
- Telephony billed separately
- DixaYes. Inbound EUR 0.02/min, outbound EUR 0.05–0.57/min, BYOC EUR 0.02/min.
- GorgiasYes. $0.40–1.20/ticket, not in base plan.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- DixaYes. Mim (built in-house 2023, OpenAI GPT) resolves end-to-end across chat, email, WhatsApp, Messenger, Instagram, SMS.
- GorgiasYes. AI Agent (Support Agent and Shopping Assistant).
- Copilot / Assist mode
- DixaYes. AI Co-Pilot: smart drafts, summaries, suggested tags/actions, translation, auto-tagging.
- GorgiasAI Coaching (real-time tips). No separate Copilot product.
- Claimed automation rate
- DixaUp to 80% containment. Tink 59% email, Smartphonehoesjes 82% live chat.(claimed)source
- Gorgias60% resolved instantly; enterprise '50% in 50 days' guarantee.(claimed)source
- AI channel coverage
- DixaChat, email, WhatsApp, Messenger, Instagram DM, SMS. Voice AI preview Q3 2026.
- GorgiasEmail, live chat, SMS. WhatsApp and social via rules (AI not confirmed).
- Agentic actions (API) vs answer-only
- DixaActions via API. Refunds, cancellations, returns, address updates via Shopify/Magento.
- GorgiasActions-capable. Cancels, returns, subscriptions, refunds and discounts via connected apps.
- Knowledge sources
- DixaKB articles, website content, policy documents, customer-uploaded PDFs.
- GorgiasShopify order and customer data, store content, Help Center, custom URLs and docs, Guidance.
- Underlying model
- DixaOpenAI GPT (version not named).
- GorgiasOpenAI, Anthropic, internally fine-tuned.
- Trains on past tickets
- DixaNot disclosed. Learns from KB, not explicitly historical tickets.
- GorgiasNo. Ticket data does not train LLMs; per-ticket feedback coaching.
- Pre-deploy simulation / sandbox
- DixaNot disclosed.
- GorgiasYes. Test conversations (new vs. returning) across channels.
- Multilingual
- DixaYes. Dozens of languages. KB 30+ languages.
- GorgiasYes. Any LLM-supported language, auto-detect.
- Runs on your existing helpdesk vs native-only
- DixaNative only.
- GorgiasNative only.
- AI pricing model
- DixaUsage-based add-on: per conversation (Mim), per agent/mo (Co-Pilot).
- GorgiasOutcome-based. Per resolved automated conversation; handoffs not billed.
- AI unit price
- DixaMim EUR 0.60/conversation. Auto QA EUR 0.07/conversation.
- Gorgias$1.00/resolved (monthly); $0.90 (annual); overage $1.50.
- Copilot / Assist price
- DixaAI Co-Pilot EUR 47/agent/mo (overage rate).
- GorgiasNo separate price (coaching included).
How Open.cx compares
Open.cx runs on top of Dixa or Gorgiasas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- DixaSOC 2 Type I (Q4 2023) and Type II (Feb 2024).
- GorgiasSOC 2 Type II (since 2020).
- GDPR
- DixaYes. DPA, DPO, right-to-be-forgotten anonymization.
- GorgiasYes. DPA; EU data on EU GCP servers.
- HIPAA / PCI
- DixaNot disclosed.
- GorgiasSupported (enterprise compliance feature).
- SSO / SAML
- DixaPaid add-on (EUR 8/agent/mo). Included in Prime plan.
- GorgiasSSO (Google, MS365); SAML enterprise; 2FA.
- Data residency
- DixaEU on AWS Ireland, backup in second EU location. No customer-selectable regions.
- GorgiasEU data on EU GCP; broader options not disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- DixaCount not disclosed. Categories: ecommerce, CRM, WFM, marketing, chatbot/AI, surveys, logistics.
- Gorgias100+ marketplace; 300+ on features page (incl. Recharge, Klaviyo, Yotpo).
- Shopify depth
- DixaDeep native. Bidirectional: view orders, refunds, cancellations, shipping. Mim queries live data, multi-store.
- GorgiasDeep native. Order history, profiles, catalogs, tags; Shopify and Plus; AI reads live data and actions orders.
- Open / public API
- DixaYes. Open API, docs at docs.dixa.io.
- GorgiasYes. REST API on all Helpdesk plans; Basic Auth; Postman.
- Developer SDK / MCP
- DixaNot disclosed (API docs referenced, SDK not explicit).
- GorgiasNo official SDK; developers.gorgias.com API reference.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- DixaYes. No-code Flow Builder / Automation Builder.
- GorgiasYes. Rules engine (auto-assign, tag, close, respond).
- Triggers / automations
- DixaYes. Trigger-based on live data (Shopify status). SLA breach triggers plus webhooks (Q1 2026).
- GorgiasYes. Event-based Rules (creation, reply, tags, channel, keywords).
- Routing
- DixaYes. Skills-based, VIP prioritization, overflow/failover, multi-brand. All plans.
- GorgiasYes. Auto-assign plus AI-assisted routing.
- Macros / canned responses
- DixaMacros listed as Ultimate and Prime feature.
- GorgiasYes. Macros (AI-sorted), all plans.
- SLA management
- DixaYes. SLA monitoring. Breach automation plus webhooks (Q1 2026).
- GorgiasYes. All plans, per channel; SLA report; business-hours pause.
Collaboration
How support teams work a queue together.
- Internal notes
- DixaNot disclosed (not explicitly described).
- GorgiasYes. @-mentions, permanent.
- Collision detection
- DixaNot disclosed.
- GorgiasYes. Banner when another agent is viewing or editing.
- Side conversations
- DixaNot disclosed.
- GorgiasNot disclosed
- Shared inbox
- DixaNative. Team Hub unified queue.
- GorgiasYes. Unified inbox.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- DixaYes. AI-powered KB, internal and external, 30+ languages.
- GorgiasYes. Help Center on all plans, Shopify-embeddable.
- Help center
- DixaYes. Branded portal, AI search, custom domain. Up to 30% deflection claim.(claimed)source
- GorgiasYes. External and internal KB.
- Community forum
- DixaNot offered
- GorgiasGorgias Community is product updates, not a peer-support forum.
- AI answers from knowledge base
- DixaYes. Mim and Co-Pilot draw from KB. AI search surfaces articles.
- GorgiasYes. AI Agent uses Help Center; Article Recommendations (Automation add-on).
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- DixaYes. Real-time queue/agent/channel dashboards with drill-down.
- GorgiasYes. 70+ metrics, up to 10 dashboards x 20 charts.
- Custom reports
- DixaAdvanced Insights paid add-on (EUR 35/agent/mo).
- GorgiasYes. Filterable, revenue attribution, AI analytics.
- Included in lowest tier
- DixaReal-time dashboards plus standard analytics in Growth. Advanced Insights add-on.
- GorgiasReporting on all plans; Pro adds live monitoring plus revenue stats.
- CSAT surveys
- DixaYes. CSAT and NPS (Growth feature). AI Satisfaction Insights (Q1 2026).
- GorgiasYes. CSAT 2.0; Simplesat and Surveywell integrations.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- DixaDedicated implementation (2-4 weeks), KB migration, integration setup, training, no-dev config.
- GorgiasSelf-serve (Starter, Basic); guided implementation (Enterprise); '50% in 50 days' guarantee.
- Support channels
- DixaHelp Center, API docs, status page, release notes. Direct channel not specified.
- GorgiasEmail and chat; tiered by revenue (Standard up to $3M, Specialist $3–20M, Dedicated $20M+).
- Dedicated CSM
- DixaIncluded from day one (implementation, optimization, reviews). Threshold not disclosed.(claimed)source
- GorgiasYes. Dedicated CSM at $20M+ tier.
- Implementation partners
- DixaCo-sell partners: DigitalGenius, Ada AI. Woolman (Shopify Platinum).
- GorgiasYes. App Partner program plus agencies.