If you're looking for a tool to talk to shoppers, Gorgias will come up — especially if your store runs on Shopify. It's a mature helpdesk with tickets, macros, rules, an AI Agent and deep order handling right inside the ticket. Looma comes at the task from a different angle: it's not post-purchase support but a bundle of AI chat + smart search that knows your catalog and works for sales before the purchase. Below: a quick take on each, two things that set Looma apart, a full feature table, a pricing comparison and a verdict on which fits whom.

The main difference

Gorgias is strong where there's a heavy flow of post-purchase requests: "where's my order", "I want to return this", "change my address". The agent sees the customer's order history and can act on it right from the ticket, while the AI Agent takes over routine support questions. It's a tool for making the support team faster and cheaper — and it's very good at that.

Looma is strong where the goal is to turn more visitors into buyers. It doesn't sort tickets — it advises like a salesperson: understands your catalog, picks products by meaning, helps shoppers find what they need in search and drives the dialog to an order or a lead. It's a sales tool, not a helpdesk. Two things set Looma apart fundamentally — and neither is at the core of a classic helpdesk like Gorgias.

1. Smart search — the advantage helpdesks don't have

A helpdesk works with requests that have already arrived. But most shoppers never write anything — they just type a query into the search bar. And that's exactly where a store quietly loses money, before any conversation happens.

Picture it: a customer ready to buy types a query with a typo, in another language or in their own words — and sees "nothing found". To them the product doesn't exist, even though it's in stock. They leave for a competitor, no ticket is created, and the support team never even learns that a sale fell through.

Looma adds a dedicated smart search widget: it forgives typos, understands synonyms and other languages, and searches by meaning rather than exact string match. Analytics shows zero-result queries — so you see what people looked for and didn't find. Gorgias has no dedicated on-site product search, so this leak stays outside the helpdesk's field of view.

2. AI that sells before the purchase, not only supports after

The Gorgias AI Agent is built primarily for support: shipping status, returns, exchanges, cancellations, promo codes. It can answer product questions too, but the product's focus is offloading the support team and closing the ticket.

Looma's AI is built around the catalog. It imports your product feed, understands attributes, synonyms, categories and ratings, and answers like a store consultant: "which model is quieter", "what's best-rated under $150", "how are these two different". Then it captures the order or lead right in the chat. When a human is needed, the dialog goes to an agent with full context: which products and pages the visitor viewed, plus AI lead scoring — "temperature" and mood. Chat and lead statuses work automatically: if a customer gets no reply for 5 minutes, the chat becomes "Unanswered" and doesn't get lost.

Together, search and the AI consultant cover the funnel where a helpdesk doesn't show up yet — at the choosing stage, when the shopper decides whether to buy or leave.

Where Gorgias is strong

Let's be fair: Gorgias is one of the most mature helpdesks for e-commerce. If you're on Shopify with a heavy post-purchase support load, it's strong here: order actions right from the ticket (cancel, discount, upsell), macros with variables and actions, automation rules, routing between agents, voice, SMS and WhatsApp, 100+ integrations (Klaviyo, Recharge and more) and reports on the revenue support generates. Looma focuses narrower: advising and selling before the purchase through chat and search, not a full ticketing support desk.

Full feature comparison

Gorgias data is as of 2026-10-03; verify current features and prices on Gorgias's official site.

Pricing

Gorgias (as of 2026-10-03) charges by tickets. Starter — $10/mo for 50 tickets, Basic — $60/mo ($50 billed annually) for 300 tickets, Pro — $360/mo ($300) for 2,000, Advanced — $900/mo ($750) for 5,000, Enterprise on request. Each ticket over the limit costs $0.36–0.40. The AI Agent is billed separately per automated interaction — $1 on monthly billing ($0.90 annually, $1.50 above the plan's allotment), and each such interaction also counts as a ticket. So the more requests you get and the more the AI works, the bigger the bill. Gorgias doesn't charge per agent and offers a 7-day free trial.

Looma: flat plans — Starter $29/mo (4,142 credits per month, up to 5,000 products, 1 site), Growth $59, Business $149, Enterprise on request. Agents are unlimited on every plan. AI conversations and search run on credits included in the plan, and unused credits roll over to the next month; yearly billing adds bonus credits. To start, you get 200 free test credits, and setup takes about 5 minutes. The key point — smart search and the AI consultant are part of the platform, not billed separately per answer. Current plans are on the pricing page →

Which to choose

Comparing other platforms too? See also: Looma vs Intercom →