Gorgias vs Pega CRM: Complete Comparison (2026)
An in-depth comparison of Gorgias and Pega CRM to help you choose the right tool for your business.
Last updated: November 2026
Gorgias
6.6/10
Gorgias is an ecommerce helpdesk with an AI Agent that resolves customer support and pre-sale questions, built mainly for Shopify brands.
Pega CRM
5.9/10
Pega CRM is Pegasystems' enterprise suite for sales automation and customer service. It is built on the low-code Pega Platform and uses AI decisioning.
Feature-by-Feature Comparison
| Feature | | |
|---|---|---|
| Scores | ||
| Overall Rating | 6.6/10 | 5.9/10 |
| Analytics | 7/10 | 7/10 |
| Cost | 4/10 | 2/10 |
| Customization | 7/10 | 8/10 |
| Ease of Use | 8/10 | 4/10 |
| Integration | 8/10 | 7/10 |
| Output Quality | 6/10 | Not listed |
| Scalability | 7/10 | 8/10 |
| Security | 7/10 | 8/10 |
| Support | 6/10 | 6/10 |
| Pricing | ||
| Free plan | No | No |
| Cheapest paid plan | $10/mo Starter | Contact for pricing |
| Estimated cost for 10 users | $10/mo Starter | Contact for pricing |
| Features | ||
| AI Agents | Not listed | |
| Chatbots | Not listed | |
| Data Analysis | Not listed | |
| Enterprise Controls | Not listed | |
| Knowledge Base Search | Not listed | |
| Private Deployment | Not listed | |
| Text Generation | Not listed | |
| Workflow Automation | Not listed | |
| More features | ||
| Built-in Calling | Not listed | |
| Collaboration | Not listed | |
| Customer Support Management | Not listed | |
| Lead Management | Not listed | |
| Integrations | Not listed | |
| Sales Automation | Not listed | |
| Opportunity Management | Not listed | |
| Reporting & Analytics | Not listed | |
| Mobile Access | Not listed | |
Gorgias vs Pega CRM cost by team size
| Team size | Gorgias | Pega CRM |
|---|---|---|
| 1 user | $10/moStarter | Contact for pricing |
| 5 users | $10/moStarter | Contact for pricing |
| 10 users | $10/moStarter | Contact for pricing |
| 25 users | $10/moStarter | Contact for pricing |
| 50 users | $10/moStarter | Contact for pricing |
The plan that fits each team size, billed monthly, before add-ons and usage charges. Each cost opens that tool's pricing calculator for the team size.
Which One Should You Choose?
Why choose Gorgias
- Higher Ease of Use score (8/10 vs 4/10)
- Higher Cost score (4/10 vs 2/10)
- Better fit for small business (8/10 vs 1/10)
- Better fit for startups (7/10 vs 1/10)
Why choose Pega CRM
- Higher Customization score (8/10 vs 7/10)
- Higher Scalability score (8/10 vs 7/10)
- Better fit for enterprise (9/10 vs 6/10)
Pros & Cons
Gorgias
Pros
- Shopify connection lets agents and the AI look up, refund, cancel and edit orders inside the ticket.
- Pricing is by ticket, not by seat, so adding support agents does not raise the base plan price.
- Email, chat, SMS, voice, Facebook, Instagram and WhatsApp share one inbox.
- SOC 2 Type II certification and HIPAA compliance are listed on the security page.
- Reviewers rate it highly overall (about 4.6 on G2 and Capterra), and ease of use is a common reason.
Cons
- An AI resolution is billed as an AI interaction and also counts as a ticket, so costs can double up.
- Overages have no hard cap, and reviewers report large bills in peak seasons.
- Features are much thinner on BigCommerce, Magento and WooCommerce than on Shopify.
- Third-party reviews report AI accuracy problems and say the AI covers chat and email but not phone calls.
- Trustpilot reviews are weaker, with complaints about billing, cancellation and sales pressure.
Pega CRM
Pros
- Reviewers call its case management unmatched, citing modular flows and parent-child case relationships.
- It ships connectors for REST, SOAP, Kafka, SQL and SAP, and Process Extender can embed Pega workflows in Salesforce Lightning.
- AI features include win-probability forecasting, Next Best Action advice, and email and coaching agents.
- Gartner has named Pega a Leader for the CRM Customer Engagement Center for many years in a row.
- Business analysts without coding skills can configure apps in App Studio.
Cons
- Pricing is not public, and reviewers call it expensive and hard to understand.
- Reviewers say the user interface trails competitors and offers limited room for customisation.
- G2 reviewers describe the application as large and highly complex.
- Some users report that support takes days or weeks to resolve configuration issues.
Not sold on either?
Frequently Asked Questions
Gorgias scores higher on our AI Software criteria: 6.6/10 against 5.9/10 for Pega CRM. The largest gap is in Ease of Use: 8/10 for Gorgias and 4/10 for Pega CRM.
No, neither Gorgias nor Pega CRM lists a free plan.
Gorgias is the better fit for small business: we rate it 8/10 for them, against 1/10 for Pega CRM.
