Shopify Inbox vs Top Customer-Support Apps: 2025 Analysis

Shopify's free app portfolio has grown steadily, offering welcome relief from the mounting subscription fees many merchants face. One standout is Shopify Inbox, a live-chat tool integrated directly into the admin. Below, we compare Inbox with four widely used alternatives: Zendesk, Gorgias, Tidio, and Trengo, to help merchants weigh cost, capability, and fit.

Why Native, Low-Cost Support Matters

With more than 2.49 million Shopify stores and online retail sales projected at $6.3 trillion this year, even modest savings on support tools can compound quickly. Native solutions reduce technical overhead, whereas paid suites often supply broader features at a higher monthly cost.

App Summaries

In assessing various customer support platforms, we explore the nuanced needs and preferences of savvy e-commerce merchants. Here is a brief overview:

Zendesk

Price: $55 / mo to $150 / mo.
Features: Email, live chat, phone, social channels, robust analytics.
Shopify rating: 2.9 / 5 from 161 reviews.
Comprehensive but can feel complex; some merchants cite dated UI and difficult setup.

Gorgias

Price: From $10 / mo (50 tickets) to $60 for higher volume.
Features: Live chat, WhatsApp, multi-store support, AI-assisted responses.
Shopify rating: 4.2 / 5 from 712 reviews.
Popular among larger Shopify brands; costs rise quickly as ticket volume grows.

Tidio

Price: Free for 50 chats, then $29 / mo or $59 / mo.
Features: AI chatbot (“Lyro”), live chat with cart visibility, email automation.
Shopify rating: 4.6 / 5 from roughly 2,000 reviews.
Strong automation at an accessible price; some users report occasional spam traffic.

Trengo

Price: Starts at $25 / mo (five users).
Features: Unified inbox for WhatsApp, chat, email, social channels.
Shopify integration requires a custom app; no App-Store listing.
Broader channel mix, but setup is manual and Trustpilot ratings are low.

Shopify Inbox

Price: Free on all plans.
Features: Live chat embedded in storefront, mobile app, order lookup, saved replies.
Shopify rating: 4.7 / 5 from more than 6,000 reviews.
Conversion-rate lift of up to 70 percent reported by Shopify; best suited to small-to-mid-size stores that do not need advanced ticket routing.

Key Takeaways

Online merchants have a variety of tools at their disposal to enhance customer interactions:

Inbox and Tidio's free tiers provide solid basics without new fees — ideal for cost-sensitive businesses.
Gorgias balances live chat and help-desk depth, but ticket tiers add up — a match for mid-market growth.
Zendesk offers the widest feature set yet feels heavy for some Shopify users — suited for enterprise or omnichannel businesses.
Trengo can work if you need WhatsApp plus email, though integration requires developer time — a DIY omnichannel solution.