Gorgias vs Capacity

A detailed comparison of Gorgias and Capacity. Find out which AI Support solution is right for your team.

📌Key Takeaways

1Gorgias vs Capacity: Comparing 6 criteria.
2Gorgias wins 6 categories, Capacity wins 0, with 0 ties.
3Gorgias: 4.2/5 rating. Capacity: 4.4/5 rating.
4Overall recommendation: Gorgias edges ahead in this comparison.

Option A

Gorgias

★4.2

AI-powered helpdesk designed specifically for e-commerce with deep Shopify, BigCommerce, and Magento integrations

6 wins

View full review →

Option B

Capacity

★4.4

AI-powered support automation platform that connects to your apps and learns from your content to answer questions

0 wins

View full review →

Gorgias wins

Ties

Capacity wins

Feature Comparison

Criteria	Gorgias	Capacity	Winner
Response Accuracy	5	4	Gorgias
Multi-language	4	3	Gorgias
Handoff Quality	5	4	Gorgias
Self-service	5	4	Gorgias
Analytics	4	3	Gorgias
Integration Depth	4	3	Gorgias

Detailed Analysis

Response Accuracy

Gorgias

Gorgias's response accuracy capabilities

Capacity

Capacity's response accuracy capabilities

Comparing response accuracy between Gorgias and Capacity.

Multi-language

Gorgias

Gorgias's multi-language capabilities

Capacity

Capacity's multi-language capabilities

Comparing multi-language between Gorgias and Capacity.

Handoff Quality

Gorgias

Gorgias's handoff quality capabilities

Capacity

Capacity's handoff quality capabilities

Comparing handoff quality between Gorgias and Capacity.

Self-service

Gorgias

Gorgias's self-service capabilities

Capacity

Capacity's self-service capabilities

Comparing self-service between Gorgias and Capacity.

Analytics

Gorgias

Gorgias's analytics capabilities

Capacity

Capacity's analytics capabilities

Comparing analytics between Gorgias and Capacity.

Integration Depth

Gorgias

Gorgias's integration depth capabilities

Capacity

Capacity's integration depth capabilities

Comparing integration depth between Gorgias and Capacity.

Feature-by-Feature Breakdown

Unified Omnichannel Inbox

Gorgias

Gorgias consolidates every customer communication channel into a single, streamlined inbox that eliminates the need to juggle multiple platforms. Whether customers reach out via email, live chat on your website, Facebook Messenger, Instagram DMs, Twitter, SMS, or phone, all conversations flow into one centralized dashboard. Each ticket displays the complete conversation history across all channels, so agents never lose context when customers switch from chat to email. The inbox features smart filtering, tagging, and prioritization tools that help teams focus on urgent issues first while ensuring no customer inquiry falls through the cracks. Agents save 2-3 hours daily by eliminating platform switching and can provide consistent, context-aware responses regardless of how customers choose to reach out.

✓ Agents save 2-3 hours daily by eliminating platform switching and can provide consistent, context-aware responses regardless of how customers choose to reach out

Capacity

AI knowledge base

✓ AI knowledge base

Both Gorgias and Capacity offer Unified Omnichannel Inbox. Gorgias's approach focuses on gorgias consolidates every customer communication channel into a single, streamlined inbox that eliminates the need to juggle multiple platforms., while Capacity emphasizes AI knowledge base. Choose based on which implementation better fits your workflow.

AI-Powered Response Suggestions

Gorgias

The Gorgias AI engine analyzes your historical support conversations, successful resolution patterns, and brand voice to generate intelligent response suggestions in real-time. When an agent opens a ticket, the AI instantly surfaces relevant suggested responses based on the customer's inquiry, order history, and previous interactions. The system uses natural language processing to understand customer intent—whether they're asking about shipping, requesting a refund, or inquiring about product details—and provides tailored suggestions that agents can send with one click or customize as needed. The AI continuously learns from agent feedback and corrections, becoming more accurate over time. Reduces average response time by up to 80% while maintaining personalized, on-brand communication that customers appreciate.

✓ Reduces average response time by up to 80% while maintaining personalized, on-brand communication that customers appreciate

Capacity

Chatbot and live chat

✓ Chatbot and live chat

Both Gorgias and Capacity offer AI-Powered Response Suggestions. Gorgias's approach focuses on gorgias ai engine analyzes your historical support conversations, successful resolution patterns, and brand voice to generate intelligent response suggestions in real-time., while Capacity emphasizes Chatbot and live chat. Choose based on which implementation better fits your workflow.

Deep Ecommerce Integrations

Gorgias

Gorgias connects directly with major ecommerce platforms including Shopify, Shopify Plus, WooCommerce, Magento, and BigCommerce to pull comprehensive customer data into every support interaction. Agents see complete customer profiles including order history, shipping status, lifetime value, previous support tickets, and browsing behavior—all without leaving the Gorgias interface. Beyond viewing data, agents can take direct actions: process refunds, cancel or modify orders, apply discount codes, update shipping addresses, and create new orders. This bidirectional integration eliminates the need for agents to access multiple systems and dramatically speeds up resolution times. Agents resolve tickets 40% faster by having all customer information and action capabilities in one place, improving both efficiency and customer satisfaction.

✓ Agents resolve tickets 40% faster by having all customer information and action capabilities in one place, improving both efficiency and customer satisfaction

Capacity

App integrations

✓ App integrations

Both Gorgias and Capacity offer Deep Ecommerce Integrations. Gorgias's approach focuses on gorgias connects directly with major ecommerce platforms including shopify, shopify plus, woocommerce, magento, and bigcommerce to pull comprehensive customer data into every support interaction., while Capacity emphasizes App integrations. Choose based on which implementation better fits your workflow.

Automated Ticket Workflows

Gorgias

Gorgias enables support teams to create sophisticated automation rules that handle repetitive tasks and route tickets intelligently. Using a visual rule builder, teams can set up automations based on ticket content, customer attributes, order status, or any combination of conditions. Common automations include auto-tagging tickets by topic, routing VIP customers to senior agents, sending instant responses to frequently asked questions, and escalating urgent issues. The platform can automatically resolve up to 60% of common inquiries—like 'where is my order?' or 'what's your return policy?'—without any human intervention, freeing agents to focus on complex issues that require personal attention. Teams automate 40-60% of repetitive tickets, allowing agents to focus on high-value interactions that drive customer loyalty and revenue.

✓ Teams automate 40-60% of repetitive tickets, allowing agents to focus on high-value interactions that drive customer loyalty and revenue

Capacity

Workflow automation

✓ Workflow automation

Both Gorgias and Capacity offer Automated Ticket Workflows. Gorgias's approach focuses on gorgias enables support teams to create sophisticated automation rules that handle repetitive tasks and route tickets intelligently., while Capacity emphasizes Workflow automation. Choose based on which implementation better fits your workflow.

Revenue Attribution & Analytics

Gorgias

Gorgias tracks the direct revenue impact of customer support interactions, providing clear visibility into how support drives sales. The platform attributes revenue to specific tickets, agents, and channels, showing exactly how much money was generated through support-assisted purchases, upsells, and retained customers who might have churned. Comprehensive analytics dashboards display key metrics including first response time, resolution time, customer satisfaction scores, ticket volume trends, and agent performance. Teams can identify bottlenecks, optimize workflows, and demonstrate the ROI of their support operations with concrete data that resonates with leadership. Support teams can prove their value as a revenue center rather than a cost center, with customers reporting an average of 5% revenue increase attributed to support interactions.

✓ Support teams can prove their value as a revenue center rather than a cost center, with customers reporting an average of 5% revenue increase attributed to support interactions

Capacity

Analytics

✓ Analytics

Both Gorgias and Capacity offer Revenue Attribution & Analytics. Gorgias's approach focuses on gorgias tracks the direct revenue impact of customer support interactions, providing clear visibility into how support drives sales., while Capacity emphasizes Analytics. Choose based on which implementation better fits your workflow.

Strengths & Weaknesses

Gorgias

Strengths

✓Unified Omnichannel Inbox: Gorgias consolidates every customer communication channel into a single, streamlined inbox that eliminates the need to juggle multiple platforms. Whet...
✓AI-Powered Response Suggestions: The Gorgias AI engine analyzes your historical support conversations, successful resolution patterns, and brand voice to generate intelligent response...
✓Deep Ecommerce Integrations: Gorgias connects directly with major ecommerce platforms including Shopify, Shopify Plus, WooCommerce, Magento, and BigCommerce to pull comprehensive...
✓Automated Ticket Workflows: Gorgias enables support teams to create sophisticated automation rules that handle repetitive tasks and route tickets intelligently. Using a visual ru...
✓Revenue Attribution & Analytics: Gorgias tracks the direct revenue impact of customer support interactions, providing clear visibility into how support drives sales. The platform attr...

Weaknesses

✗AI-generated content requires human review to ensure accuracy and brand voice consistency.
✗Initial setup and integration may require technical resources or onboarding support.
✗Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Capacity

Strengths

✓enables support teams to dramatically reduce ticket volume while simultaneously improving resolution times and customer satisfaction scores.
✓enable continuous optimization, helping support leaders measure automation ROI and identify opportunities for improvement.
✓reduce ticket volume while simultaneously improving resolution times and customer satisfaction scores.

Weaknesses

✗Less sophisticated than enterprise tools
✗Requires content investment
✗Smaller company

Use Case Fit

AI SDR: Automated Outbound Prospecting

Gorgias

Approach: Gorgias automates the entire outbound prospecting workflow using AI. The platform identifies ideal customer profiles, enriches contact data from multiple sources, and generates personalized email sequences at scale. Sales teams can set targeting criteria and let the AI handle research, outreach, and follow-ups.

Outcome: 70% time savings on prospecting activities, 3x increase in qualified meetings booked, 50% improvement in email response rates through AI personalization.

Capacity

Approach: Capacity automates the entire outbound prospecting workflow using AI. The platform identifies ideal customer profiles, enriches contact data from multiple sources, and generates personalized email sequences at scale. Sales teams can set targeting criteria and let the AI handle research, outreach, and follow-ups.

Outcome: 70% time savings on prospecting activities, 3x increase in qualified meetings booked, 50% improvement in email response rates through AI personalization.

Recommendation: Both Gorgias and Capacity support this use case effectively. Compare their approaches and choose based on which aligns better with your existing processes.

Lead Qualification and Scoring

Gorgias

Approach: Gorgias uses AI to automatically qualify and score leads based on firmographic data, behavioral signals, and engagement patterns. The system continuously learns from conversion data to improve scoring accuracy and prioritize the highest-value opportunities.

Outcome: 45% increase in lead-to-opportunity conversion, 60% reduction in time spent on unqualified leads, 2x improvement in sales team productivity.

Capacity

Approach: Capacity uses AI to automatically qualify and score leads based on firmographic data, behavioral signals, and engagement patterns. The system continuously learns from conversion data to improve scoring accuracy and prioritize the highest-value opportunities.

Outcome: 45% increase in lead-to-opportunity conversion, 60% reduction in time spent on unqualified leads, 2x improvement in sales team productivity.

Recommendation: Both Gorgias and Capacity support this use case effectively. Compare their approaches and choose based on which aligns better with your existing processes.

Industry-Specific Fit

Industry	Gorgias	Capacity	Better Fit
Ecommerce & Retail	Gorgias was purpose-built for ecommerce businesses, making it the ideal solution for online retailers of all sizes. The platform's deep integrations with Shopify, WooCommerce, Magento, and BigCommerce enable support teams to access complete order information, process refunds, and modify orders without leaving the helpdesk. Ecommerce-specific features like order tracking automation, return request handling, and revenue attribution help retailers transform support from a cost center into a revenue driver.	Not specified	Gorgias
Direct-to-Consumer (DTC) Brands	DTC brands rely heavily on customer relationships and brand experience, making responsive, personalized support essential. Gorgias enables DTC companies to maintain intimate customer relationships at scale through AI-powered personalization, unified customer profiles, and proactive engagement. The platform's social media integration is particularly valuable for DTC brands that build community and handle customer inquiries through Instagram and Facebook.	Not specified	Gorgias
Fashion & Apparel	Fashion retailers face unique support challenges including sizing questions, style advice, and high return rates. Gorgias helps fashion brands handle these inquiries efficiently with AI suggestions trained on fashion-specific conversations, easy access to order details for exchanges, and automation rules that streamline return processing. The visual nature of fashion support is supported through image sharing in chat and email.	Not specified	Gorgias
Beauty & Cosmetics	Beauty brands often field detailed product questions about ingredients, usage, and suitability for different skin types. Gorgias enables beauty companies to build comprehensive knowledge bases with product information, train AI on beauty-specific terminology, and provide personalized recommendations based on customer purchase history. The platform's social media integration is crucial for beauty brands that engage heavily on Instagram.	Not specified	Gorgias
Health & Wellness	Health and wellness brands require support teams that can handle sensitive customer inquiries with care and accuracy. Gorgias provides the tools to create detailed product information resources, ensure consistent messaging about health claims, and maintain customer privacy. Subscription management features are particularly valuable for wellness brands with recurring delivery models.	Not specified	Gorgias
Food & Beverage	Food and beverage ecommerce businesses face time-sensitive support needs around delivery issues, freshness concerns, and dietary questions. Gorgias enables rapid response through automation and AI suggestions, while deep ecommerce integration allows agents to quickly resolve shipping issues and process replacements for damaged or incorrect orders.	Not specified	Gorgias
Home & Furniture	Home goods and furniture retailers handle complex support scenarios including assembly questions, delivery coordination, and damage claims. Gorgias supports these needs with the ability to share images and documents, create detailed knowledge base articles with assembly guides, and manage the longer customer journey typical of high-consideration purchases.	Not specified	Gorgias
Consumer Electronics	Electronics retailers require technical support capabilities alongside standard ecommerce service. Gorgias enables electronics brands to build technical knowledge bases, route complex issues to specialized agents, and track warranty and return eligibility through ecommerce integration. The platform's ability to handle detailed technical conversations while maintaining efficiency is crucial for this industry.	Not specified	Gorgias

Our Verdict

Gorgias and Capacity are both strong AI Support solutions. Gorgias excels at unified omnichannel inbox. Both support key use cases like ai sdr: automated outbound prospecting, but with different approaches. Choose based on which specific features and approach best fit your workflow and requirements.

Choose Gorgias if you:

✓You need unified omnichannel inbox capabilities
✓You need ai-powered response suggestions capabilities
✓You operate in Ecommerce & Retail
✓AI SDR: Automated Outbound Prospecting is your primary use case

View Gorgias

Choose Capacity if you:

✓AI SDR: Automated Outbound Prospecting is your primary use case
✓You prefer Capacity's approach to ai support
✓You prefer Capacity's approach to ai support

View Capacity

Need Help Choosing?

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Frequently Asked Questions

It depends on your specific needs. Gorgias and Capacity each have strengths in different areas. Compare features, integrations, and pricing to determine which is best for your use case.

In some cases, yes. Many teams use complementary tools together. Check if both platforms offer integrations or APIs that allow them to work together.

Both platforms offer different onboarding experiences. Gorgias and Capacity each have their own setup processes. Most users can get started with either within a few hours.

The main differences are in their approach, feature set, and target use cases. Review the comparison criteria above to see detailed breakdowns of how they differ.

For small teams, consider factors like ease of use, pricing tiers, and the specific features you need most. Both Gorgias and Capacity can work for small teams depending on your priorities.

Sources & Evidence

AI-powered automated responses that learn from your support history and suggest contextually relevant answers to customer inquiries in real-time
Source: Gorgias uses machine learning trained on your historical support conversations to generate intelligent response suggestions that maintain brand voice and accuracy. The AI learns from agent corrections and feedback, continuously improving suggestion quality over time. According to Gorgias customer data, this reduces response time from minutes to seconds and allows agents to handle 3-5x more tickets daily compared to manual support. The AI can automatically resolve up to 60% of repetitive tickets without human intervention, including order status inquiries, shipping updates, and return requests.
AI-powered ticket automation with human-in-the-loop oversight that automatically resolves support tickets without manual intervention while maintaining quality control
Source: Capacity's core differentiator is its ability to autonomously handle entire support workflows—from initial ticket receipt through resolution—while maintaining human control through intelligent routing, confidence-based escalation, and continuous quality monitoring. Unlike basic chatbots that simply deflect inquiries, Capacity's AI actually resolves issues by accessing knowledge bases, executing workflows, and providing substantive answers. The human-in-the-loop architecture ensures complex issues reach appropriate specialists while AI handles routine inquiries, enabling support teams to focus on high-value interactions while achieving up to 70% automation rates on routine tickets.