Best Gorgias Alternatives in 2026: 11 Tools for E-Commerce and Multi-Channel Support Teams

Gorgias is genuinely well-built for what it does. Deep Shopify and BigCommerce integrations, order-aware macros, revenue-from-support attribution, and a clean ticket-first interface make it the go-to first helpdesk for D2C e-commerce brands. If you're running a Shopify store and your support team's world revolves around order lookups, return automations, and post-purchase conversations, Gorgias earned its reputation.

But growth breaks the model. Gorgias charges per ticket, starting at $50/month for 300 tickets on the Basic plan and scaling to $900/month for 5,000 tickets on Advanced, with overage at $0.40 per extra ticket. For fast-growing brands, that's a bill that compounds with every marketing campaign. And for teams that aren't pure Shopify stores, or whose support spans WhatsApp, Instagram DM, live chat, and B2B relationships alongside e-commerce tickets, Gorgias shows its seams. There's no native SLA management, telephony requires patching in a third-party tool, and the reporting depth that RevOps teams need isn't there. See Gorgias's pricing page for the current ticket tier breakdown.

Quick Comparison Table

Stage Fit Matrix

Sizing and Persona Table

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1. Rework: Unified CRM + Multi-Channel Inbox for B2B and Blended Support Teams

Gorgias is built for e-commerce support. Rework is built for something different: mid-size teams where support, sales, and customer success share the same customer records, and where conversations come through WhatsApp, Instagram DM, Facebook Messenger, web chat, email, and SMS, not just a Shopify order form.

The core distinction is what lives behind the conversation. In Gorgias, the context is the order. In Rework, the context is the customer record in a CRM. That's not a better or worse design, it's a different use case. If you're a Shopify-first brand where your team's entire day is processing order tickets, Gorgias fits better. But if your team handles sales conversations alongside support, if your customers arrive through social DMs before a purchase, or if you run a B2B model where account history and pipeline data matter as much as the last order status, Rework is purpose-built for that.

Rework unifies all incoming channels into one inbox tied to lead and customer records. Round-robin and territory routing work across the inbox, so the right rep gets the right conversation. Sales, CS, and ops teams work from the same data model rather than switching between a helpdesk and a CRM.

Methodology / Vision: Mid-size operational unity. The product thesis is that disconnected inboxes, CRM, and support tools create the handoff failures that cost revenue and customer relationships.

Target Audience: Mid-size B2B companies (20-500 employees), blended sales+support teams, and businesses where WhatsApp, Instagram DM, or Messenger are active customer channels alongside email and web chat.

Sizing Fit: Too deep for solo operators or very small teams. Well-suited for growth through mid-market. Not an enterprise-tier platform with Fortune 500 governance.

Stage Fit: Growth through mature. Best adopted when a team has outgrown a single support tool and needs support conversations connected to sales and customer history.

Team vs Company-Wide: Company-wide. Sales, marketing, CS, and ops all have a functional home.

Pricing: Sales Ops from $999/year (Starter, up to 5 users) or $1,999/year (Standard, 10 users included, then $12/user/month for additional users). Annual billing. See rework.com/pricing.

Best for: Mid-size B2B and blended teams (20-500 employees) where support conversations need to connect to CRM records and sales context.

Not ideal for: Pure Shopify or e-commerce brands that need order-level macros, returns automation, and storefront-native integrations. Solo operators or teams under 5 users.

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2. Re:amaze: Shopify-Native Multi-Channel Helpdesk

Re:amaze is the most direct Gorgias alternative for e-commerce brands that want to stay close to the Shopify ecosystem without paying per-ticket. It integrates natively with Shopify, BigCommerce, and WooCommerce, displays order data inside conversations, and handles email, live chat, Facebook, Instagram, Twitter/X, and SMS in a unified inbox.

The pricing model is the main differentiator from Gorgias: Re:amaze charges per agent per month ($29/user on Basic, $49/user on Pro), not per ticket. For brands running high-volume support campaigns or seasonal spikes, that flat seat pricing is a meaningful budget difference. The Pro plan adds multi-brand support, which matters for operators running multiple storefronts from one team. If Re:amaze doesn't quite fit, best Intercom alternatives covers overlapping territory with a broader channel view.

Methodology / Vision: Shopify-first unified messaging. Re:amaze's thesis is that e-commerce support shouldn't require piecing together separate chat, email, and social tools. One inbox, all channels, order context inline.

Target Audience: E-commerce brands on Shopify, BigCommerce, or WooCommerce with 2-100 support agents. Common in D2C fashion, beauty, home goods, and consumer electronics.

Sizing Fit: Startup through growth. Handles multi-brand operators well. Starts to show reporting limits above 50 agents.

Stage Fit: Startup through growth. Strong for brands graduating from Gorgias's ticket model or from generic inbox tools.

Team vs Company-Wide: Support-focused. Not a cross-functional CRM platform.

Pricing: Basic $29/user/mo, Pro $49/user/mo, Plus $69/user/mo, all billed annually. Starter flat plan at $59/mo for small teams under 500 conversations. See reamaze.com/pricing.

Best for: E-commerce brands on Shopify or BigCommerce that want flat per-seat pricing instead of Gorgias's per-ticket model, with multi-channel support in one inbox.

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3. Richpanel: AI-Powered Self-Service for E-Commerce CX

Richpanel targets mid-size e-commerce brands that want to deflect a meaningful share of support volume through AI and self-service before a ticket ever reaches a human agent. The guarantee is aggressive: 30% automation within 60 days, or a full refund. That's a confidence signal in a category where AI claims are often vague.

The pricing model has two components: a per-agent helpdesk fee (Pro at $69/agent/mo) and a separate self-service portal fee based on order volume. That separation catches some buyers off guard, since the portal is what drives the automation story. For brands with high order volume, the combined spend can climb faster than a single-line price comparison suggests. Check richpanel.com/pricing with your actual order numbers before modeling cost.

Methodology / Vision: Deflection-first CX. Richpanel's bet is that most customer inquiries are answerable without a human agent, and that the right product should handle them automatically at the point of order, not after the ticket is opened.

Target Audience: Mid-size e-commerce brands with 5-150 agents, high order volume, and a strong motivation to reduce first-contact tickets through automation.

Sizing Fit: Growth through mid-market. Most effective when order volume justifies the self-service portal investment.

Stage Fit: Growth through mature. Best for brands that have already proven their support playbook and want to automate it at scale.

Team vs Company-Wide: Support-focused, with self-service as the primary differentiator.

Pricing: Pro $69/agent/mo (or ~$89 in some configurations), Pro Max $99/agent/mo (multi-brand). Annual contracts. Self-service portal is a separate add-on. See richpanel.com/pricing.

Best for: Mid-size e-commerce brands wanting AI-driven ticket deflection and self-service as a primary support strategy.

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4. Zendesk: Enterprise Ticketing for Complex Support Operations

Zendesk is the safest enterprise choice when your support operation has grown beyond what Gorgias's ticket model can handle and you need real SLA management, deep reporting, compliance tooling, and a 1,000+ integration ecosystem. The ticketing engine is the most mature in the market, and the 2026 AI updates added outcome-based AI Agent pricing that can reduce human ticket volume for common inquiry types.

The honest caveat is configuration complexity. Zendesk can do nearly anything a large support org needs, but getting it configured correctly takes weeks and often requires a partner or internal implementation lead. Small and mid-size teams frequently find they're paying for depth they don't use. If you're a 10-agent Shopify team, Zendesk is likely the wrong direction. If you run 50+ agents with escalation trees, CSAT tracking, and SLA commitments to enterprise customers, it's the right tool. See best Zendesk alternatives if you're evaluating the enterprise support category more broadly.

Methodology / Vision: Systematic, scalable support. Zendesk's philosophy is that support at scale needs process, not just a good inbox. Tickets, SLAs, routing rules, and QA tooling are the architecture.

Target Audience: Enterprise support operations with 50-5,000+ agents, complex escalation requirements, or regulated industries with compliance needs.

Sizing Fit: Mid-market to enterprise. Under-utilized and over-budget for teams below 30 agents.

Stage Fit: Mature to enterprise. Best for organizations that have already scaled past the helpdesk-as-inbox phase.

Team vs Company-Wide: Support-team-centric. CRM is a separate Zendesk Sell product.

Pricing: Suite Team $55/agent/mo, Suite Growth $89/agent/mo, Suite Professional $115/agent/mo, all annual. Copilot add-on $50/agent/mo. AI Agent resolutions billed per outcome at enterprise scale. See zendesk.com/pricing.

Best for: Large support operations (50+ agents) needing enterprise SLA management, deep reporting, and compliance infrastructure.

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5. Freshdesk: Affordable Helpdesk with Omnichannel Option

Freshdesk is where most budget-conscious teams land when they outgrow Gorgias's ticket pricing but don't need Zendesk's complexity. The free tier supports up to 10 agents for basic ticketing, and the paid Growth plan at $15/agent/mo is legitimately useful for small teams. The Omnichannel version (Freshdesk Omni) adds WhatsApp, social channels, and chat starting at $29/agent/mo, making it one of the most affordable multi-channel stacks in the market.

The Freshworks ecosystem also means you can add Freshsales (CRM), Freshchat (live chat), and Freshservice (IT support) as your needs grow, all on the same data model. In practice, the cross-product integrations work better when you standardize on the whole stack rather than mixing one Freshworks product with tools from other vendors. For a full look at the Freshworks comparison landscape, best Freshdesk alternatives covers what else is in the category.

Methodology / Vision: Affordable, all-in-one support. Freshworks bets that growing support teams should get a mature helpdesk without enterprise pricing until they're ready for it.

Target Audience: SMB through mid-market teams with 2-500 agents, especially those wanting to avoid per-ticket pricing models.

Sizing Fit: Startup through mid-market. Free tier is real. Upper limit in customization depth above 200 agents.

Stage Fit: Startup through growth. One of the few tools that genuinely serves teams at both the free and $79/agent/mo Enterprise tier.

Team vs Company-Wide: Support-focused, but the Freshworks ecosystem covers sales and IT.

Pricing: Free (up to 10 agents). Growth $15/agent/mo. Pro $55/agent/mo. Enterprise $89/agent/mo (annual). Freshdesk Omni starts at $29/agent/mo. See freshworks.com/freshdesk/pricing.

Best for: Budget-conscious teams wanting solid multi-channel helpdesk without a per-ticket bill or enterprise-level complexity.

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6. Help Scout: Email-First Shared Inbox for Growing Support Teams

Help Scout is the right choice when your primary support channel is email and you want a clean, fast shared inbox without the platform overhead that Gorgias or Zendesk bring. Its shared inbox, collision detection (so two agents don't reply to the same thread), internal notes, and workflow tooling make email support significantly less painful. Beacon adds a chat widget that surfaces knowledge base articles before a conversation starts.

The trade-off is channel breadth. There's no native WhatsApp, Instagram DM, or SMS. If your customers contact you primarily via social or messaging channels, Help Scout leaves gaps. But for teams where 80%+ of support volume is email, it's one of the most well-executed tools on this list. See best Help Scout alternatives for a full comparison of email-first support options.

Methodology / Vision: Email support done right. Help Scout's thesis is that most customer support happens over email, and the right tool should make that excellent rather than trying to add every other channel.

Target Audience: Growing support teams with 2-50 agents where email is the dominant channel. Common in SaaS, professional services, and B2B companies without high social-channel volumes.

Sizing Fit: Startup through growth. Simple pricing and fast agent onboarding. Starts to strain above 50 agents for complex workflows.

Stage Fit: Startup through growth. Strongest when a team is maturing beyond a shared Gmail inbox but isn't ready for Zendesk complexity.

Team vs Company-Wide: Support-focused, though the Docs knowledge base and Beacon widget serve product and marketing teams.

Pricing: Free (5 users, 1 inbox). Standard $25/user/mo. Plus $45/user/mo. Pro $75/user/mo (annual). See helpscout.com/pricing.

Best for: Email-heavy support teams (2-50 agents) that don't need multi-channel messaging and want clean, simple tooling.

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7. Gladly: Conversation-Centric Platform for Enterprise DTC

Gladly's differentiation is philosophical: it eliminates ticket numbers entirely and builds support around a single, lifelong conversation thread per customer. Agents see the full history across every channel (voice, chat, email, SMS, social DMs) in one timeline, without ticket IDs, without siloed queues. For enterprise D2C brands where every customer has years of purchase and conversation history, that model avoids the "I explained this last week" frustration that ticket-based systems create.

The catch is price. Gladly starts at roughly $180/agent/mo with a 10-agent minimum, making the minimum spend around $21,600/year before add-ons. That's an enterprise-tier commitment. Teams under 50 agents rarely need the depth Gladly provides. But for Nordstrom-scale or Zappos-scale DTC operations where customer relationship quality is a brand differentiator, it's purpose-built.

Methodology / Vision: People-first, not ticket-first. Gladly's bet is that treating customers as people with a history, rather than ticket numbers in a queue, produces better CX outcomes at scale.

Target Audience: Enterprise DTC and retail brands with 50-1,000+ support agents where relationship continuity is a competitive advantage.

Sizing Fit: Mid-market to enterprise. Pricing makes it impractical below 50 agents.

Stage Fit: Mature to enterprise. Best for established brands with a defined support philosophy and budget to match.

Team vs Company-Wide: Support and CX-centric. Not a cross-functional platform.

Pricing: Hero plan from _{$180/agent/mo with 10-agent minimum (}$21,600/year minimum). Superhero plan ~$210/agent/mo with 45-agent minimum. Contact sales for current rates. See gladly.com.

Best for: Enterprise DTC and retail brands (50+ agents) where customer relationship continuity and channel unification are brand-level priorities.

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8. Front: Collaborative Shared Inbox for Mixed-Channel Teams

Front's core product is a shared inbox that handles email, SMS, social channels, and live chat with a collaboration layer on top: internal comments, assignments, @mentions, and shared drafts let teams work together on conversations the way Google Docs lets teams work on documents. For teams that currently run multiple email aliases or shared Gmail accounts and need something more structured, Front is a significant upgrade.

The Professional plan at $65/user/mo adds omnichannel support and is where most growing teams land. The limitation is e-commerce-specific depth: Front doesn't have Shopify order data inline, returns automations, or the macro system that Gorgias users rely on. For shared-inbox teams outside pure e-commerce, it's strong. For Gorgias users leaving because of pricing, the cost can actually be comparable at scale. If shared inbox tools are part of your evaluation, best Front alternatives covers the category in detail.

Methodology / Vision: Collaborative email-first inbox. Front's thesis is that customer communication is a team sport, and the best inbox is one where the whole team can work together on replies, not just forward messages around.

Target Audience: Support and ops teams of 5-200 agents managing mixed email, chat, and social channels where team collaboration is a priority.

Sizing Fit: Startup through mid-market. Professional plan covers most team needs. Enterprise tier available.

Stage Fit: Growth through mid-market. Best when a team has outgrown a shared inbox tool and needs structured routing without full ticketing overhead.

Team vs Company-Wide: Support and CS-focused, with the collaborative inbox model extending to any team that handles external communications.

Pricing: Starter $25/user/mo (max 10 seats), Professional $65/user/mo, Enterprise $105/user/mo (annual). See front.com/pricing.

Best for: Support and ops teams of 5-200 agents that want collaborative shared inbox across email, chat, and social, without e-commerce-specific depth.

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9. Tidio: AI Chatbot + Live Chat for Small E-Commerce Stores

Tidio is purpose-built for Shopify and WooCommerce stores with small support teams that want AI chatbot deflection without enterprise pricing. The Lyro AI chatbot can handle order status, product FAQs, and basic return queries before they ever reach a human agent, and Shopify integration runs in under an hour. For D2C brands with 1-20 agents fielding repetitive order-related questions, Tidio's setup speed and Shopify native integration are genuine advantages. See best Tidio alternatives if you need to compare options in the small-team e-commerce chat space.

The pricing structure requires some math. The Growth plan ($59/mo) covers the core inbox, but Lyro AI conversations are a separate add-on starting at $39/mo for 50 AI conversations. At scale, that stacks up. For stores with seasonal spikes, the conversation-based caps can also create unexpected cost jumps.

Methodology / Vision: Chatbot-first support for small e-commerce. Tidio's thesis is that most order and product inquiries are answerable by AI, and the right product should deflect them before a human ever sees the ticket.

Target Audience: Shopify and WooCommerce store owners with 1-20 agents managing high-volume order inquiries.

Sizing Fit: Solo to small team. Starts to strain above 20 agents in routing complexity and reporting depth.

Stage Fit: Startup through early growth. Strongest for brands in their first 12-24 months of structured support.

Team vs Company-Wide: Support-only. Not a cross-functional platform.

Pricing: Free tier (50 conversations/mo). Starter $29/seat/mo. Growth $59/seat/mo. Lyro AI from $39/mo for 50 AI conversations (separate add-on). See tidio.com/pricing.

Best for: Small Shopify or WooCommerce stores (1-20 agents) that want AI chatbot deflection and live chat without enterprise overhead.

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10. Crisp: Affordable Multi-Channel Chat for Startups and SMBs

Crisp's value is per-workspace flat pricing that makes it one of the most affordable multi-channel chat tools for small teams. The Essentials plan at €95/month covers up to 10 seats with live chat, email, Facebook Messenger, Telegram, and a chatbot builder. That's a full multi-channel inbox for a team of 10 at roughly €9.50/seat/mo. For startups and bootstrapped SaaS companies leaving Gorgias because they're not actually e-commerce brands, Crisp is a reasonable middle ground. Compare options in the same price tier at best Crisp alternatives.

The product doesn't have e-commerce-specific depth (no Shopify integration, no order macros), and the CRM layer is lightweight. Above 15-20 agents, the limits in routing logic and reporting show. But for teams that need multi-channel chat at a price that makes sense for their stage, Crisp delivers honest value.

Methodology / Vision: Affordable, honest multi-channel chat. Crisp's thesis is that small teams shouldn't pay enterprise prices to get decent live chat, email, and chatbot coverage.

Target Audience: Startups, bootstrapped SaaS companies, and SMBs with 1-15 agents that want multi-channel chat without per-seat or per-ticket pricing.

Sizing Fit: Solo to small team. Product depth limits scale above 20 agents.

Stage Fit: Startup through early growth. Best as a first serious chat platform.

Team vs Company-Wide: Support and product-facing. Not a company-wide CRM platform.

Pricing: Free (2 seats). Mini €45/mo. Essentials €95/mo (up to 10 seats). Plus €295/mo (up to 20 seats). Per-workspace billing. See crisp.chat/en/pricing.

Best for: Startups and SMBs with 1-15 agents that want affordable multi-channel chat without per-ticket or aggressive contact-based pricing.

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11. Intercom: In-App Messaging + AI-Powered Support for Product-Led Teams

Intercom is the tool most commonly on the same shortlist as Gorgias for teams that want AI-powered customer messaging. The Fin AI assistant is one of the most capable in the support category, the in-app messenger experience is the most polished on this list, and the product handles onboarding, proactive messaging, and support in one connected platform. For product-led growth companies where the app itself is a support channel, Intercom has no close rival. See best Intercom alternatives for a detailed breakdown of the broader Intercom comparison landscape.

The reason Gorgias users evaluate Intercom is typically because they're moving into SaaS or hybrid B2B/e-commerce models where the product experience matters. The reason they sometimes leave again is pricing: Intercom's contact-based model scales aggressively, and Fin AI is an add-on on top of already tiered plans.

Methodology / Vision: Conversational support meets product experience. Intercom's thesis is that the best support happens inside the product, not in a separate email thread, and that AI should handle routine resolution so humans focus on complex conversations.

Target Audience: SaaS, product-led growth companies, and hybrid B2B teams with 5-500+ agents where in-app messaging, onboarding, and AI deflection are priorities.

Sizing Fit: Growth through enterprise. Scales well but costs scale with it.

Stage Fit: Growth through mature. Strongest when a company has enough product engagement to benefit from in-app messaging.

Team vs Company-Wide: Support and product-facing. CS and product teams are the primary users.

Pricing: Contact sales for current rates. Starter plans exist but most meaningful use cases require Growth or higher. Fin AI is an add-on. See intercom.com/pricing.

Best for: SaaS and product-led teams where in-app messaging, AI deflection, and onboarding support are the primary use cases.

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How to Choose: Decision Framework

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Frequently Asked Questions

What is the best Gorgias alternative for e-commerce brands?

Re:amaze is the most direct Gorgias alternative for e-commerce teams wanting to escape per-ticket pricing. It integrates natively with Shopify, BigCommerce, and WooCommerce, displays order data inline, and charges per agent per month (from $29/user/mo) rather than per ticket. Richpanel is the better pick if AI ticket deflection and a self-service portal are the priority.

Why do teams leave Gorgias?

The most common reasons are: per-ticket pricing that scales painfully with growth and marketing campaigns; limited SLA management (Gorgias has no native SLAs, requiring third-party tools); gaps in telephony and workforce management; and limited reporting depth for RevOps teams. Teams outside pure Shopify e-commerce also leave because Gorgias's strengths (order macros, Shopify sidebar, revenue attribution) don't transfer to non-commerce use cases.

How does Gorgias pricing compare to alternatives?

Gorgias Basic is $50/month for 300 tickets ($60/mo monthly), with overages at $0.40/ticket. At 1,000 tickets/month, that's $50 + $280 = $330/month for a modest-volume store. Re:amaze Pro at $49/user/mo is a flat $490/month for a 10-agent team regardless of ticket volume. Freshdesk Growth at $15/agent/mo covers the same team for $150/month on a basic plan. For high-volume brands, the per-seat model almost always wins on cost.

Is there a Gorgias alternative that includes a CRM?

Rework is the strongest option if you need a CRM alongside multi-channel support. It unifies WhatsApp, Messenger, Instagram DM, email, web chat, and SMS into one inbox tied to customer and lead records in a CRM, from $999/year (Starter, 5 users). It's not an e-commerce-native helpdesk, but for B2B and blended sales+support teams it replaces both the helpdesk and the CRM.

What is the best Gorgias alternative for small e-commerce stores?

Tidio is the fastest setup for small Shopify or WooCommerce stores wanting AI chatbot + live chat. The Growth plan is $59/mo with Lyro AI at $39/mo for 50 AI conversations. Crisp is the better pick if you're not on Shopify and want affordable multi-channel chat for a small team, with a flat workspace pricing model starting at €95/mo for up to 10 agents.

Which Gorgias alternative is best for enterprise DTC brands?

Gladly is purpose-built for enterprise DTC operations where customer relationship continuity is a brand differentiator. It eliminates ticket numbers and builds all support around a lifelong conversation thread per customer. The minimum spend starts at roughly $21,600/year (10 agents at $180/agent/mo), so it's an enterprise-only conversation. For brands at that scale, Zendesk is the other serious contender, offering deeper SLA and compliance tooling with a broader integration ecosystem.

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What to Do Next

Pick two tools from the framework above based on your primary reason for leaving Gorgias, then run a two-week pilot with 3-5 of your actual support agents using real tickets. Don't evaluate in a sandbox. The Gorgias-specific integration depth (Shopify sidebar, order macros, return flows) took time to configure, and any replacement will need the same investment to feel equivalent.

If you're leaving because of per-ticket pricing and you want to stay in the Shopify ecosystem, start with Re:amaze. If you want AI deflection as the primary goal, try Richpanel's 60-day guarantee. If your team handles sales conversations alongside support and you need WhatsApp and Instagram DM tied to a CRM record, start the Rework pilot. Before you go live on any new platform, best Freshchat alternatives and best LiveChat alternatives are worth a quick scan to confirm you haven't missed a better fit in an adjacent category.

Most tools on this list offer free trials. Make the decision on real conversation data, not a demo.