Comments are a sales channel, not a chore
Most tools treat comments as noise. Paperflower reads every one, spots buying questions like “do you ship to NZ?” and makes sure they get answered before the customer moves on.
Gorgias vs Tidio
Both are well-known customer service tools, and both can work for an online store. They are built for different situations though. Here is the honest short version, then the detail.
Updated 15 September 2026
Side by side
| Gorgias | Tidio | Paperflower | |
|---|---|---|---|
| What it is | A customer service helpdesk built for ecommerce stores. | A live chat and chatbot tool for websites, with an AI assistant called Lyro. | Paperflower is an AI customer agent for Shopify brands in Australia and New Zealand. |
| Best for | Stores with a support team that lives in tickets and wants deep Shopify actions inside each ticket. | Stores whose customers mostly ask questions through the website chat widget. | Shopify brands in AU and NZ selling through Instagram, Facebook and email |
| Pricing model | Plans are priced by the number of tickets you handle each month, with AI-handled conversations charged on top per automated resolution. | A free plan, then paid plans priced by seats and conversation volume, with Lyro AI conversations priced separately. | One plan, priced by customer interactions. Human replies free. |
| Channels | Email, live chat, Facebook and Instagram comments and DMs, WhatsApp, SMS and voice. | Website live chat, email, and Instagram and Facebook Messenger DMs. Comments are not the focus. | Instagram and Facebook comments and DMs, support email |
| Shopify | Very deep. You can see orders and make changes like refunds without leaving the ticket. | A Shopify app that shows cart and order information in chat and lets you add product recommendations. | Order details in every draft; private details never posted publicly |
| AI replies | Add-on or limited | Yes, priced separately | Included. Drafts on, auto-send off by default |
| Buying-intent scoring | No | No | Yes, every conversation |
Pick Gorgias if
- Most support arrives by email and social and you need order actions in the inbox.
- Strong Shopify integration with order actions inside the ticket.
- Macros, rules and a large app marketplace.
- Covers almost every channel a store might use.
Pick Tidio if
- Most questions come through your website chat widget and budget is tight.
- Easy to set up and a generous free plan.
- Good website chat widget and visual chatbot builder.
- Lyro answers common questions from your help content.
Where both fall short for small brands
Gorgias and Tidio are built around agents and tickets. That is right for a support team. It is heavy for a founder or a two-person team answering comments between everything else.
Neither treats a comment like “is this back in stock?” as a sale waiting to happen. Paperflower does: it scores every conversation for buying intent so the people ready to buy get answered first.
How Paperflower is different
Buying Intent and Opportunity Score
Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.
Shopify context in every draft
Order status, shipping and product details are pulled in automatically, so drafts are right the first time and private order details never go out in public.
You stay in control
AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.
Simple pricing
Paperflower is A$97 a month for 3,000 customer interactions, with a 7-day free trial. Human replies are always free. The first 9 founding brands get the same plan for A$49 a month for life while spots last.
Built for AU and NZ brands
Local time zones, local shipping questions, and support from people who know the market.
Frequently asked questions
Yes. Some brands keep their helpdesk for email and use Paperflower for Instagram and Facebook comments and DMs. Most end up moving email over too, because it is simpler to have one inbox.
It depends on how you are charged. Gorgias: Plans are priced by the number of tickets you handle each month, with AI-handled conversations charged on top per automated resolution. Tidio: A free plan, then paid plans priced by seats and conversation volume, with Lyro AI conversations priced separately. Work out your monthly volume and seats, then check both pricing pages.
Not unless you turn that on. By default it drafts a reply and you approve it. You can switch on auto-send for simple, safe questions once you trust the drafts.
Instagram and Facebook comments and DMs, support email through Gmail or Google Workspace, and Shopify for order details. TikTok is on the roadmap.
Yes, 7 days, no card needed to request access. You can cancel any time.
Try Paperflower free for 7 days
Connect Instagram, Facebook, email and Shopify in a few minutes. AI drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on.