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Customer Support · head to head

Balto vs Gorgias

Balto logo

Balto

Customer Support

Real-time guidance that prompts contact centre agents mid-call rather than scoring them afterwards

From
On request
Free plan
No
Full reviewWebsite
Gorgias logo

Gorgias

Live Chat

E-commerce helpdesk built for Shopify

From
$10/month
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Balto the prompts only work if agents read them, and on floors with fast handle-time targets agents learn to ignore the panel, which turns an expensive live system into an ordinary after-the-fact scorer.; Gorgias no published pricing; customers must sign up or contact sales
  • They diverge on capability: Balto covers Real-time prompts, Gorgias covers Omnichannel inbox.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Balto and Gorgias actually diverge.

Attributes where Balto and Gorgias differ
AttributeBaltoGorgias
Starting priceOn request$10/month
Pricing modelquoteusage-based
PlatformsWeb, Windows, macOSWeb, Ios, Android
CategoryCustomer SupportLive Chat
FoundedUnknown2015

Identical on both: free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Balto

  • Real-time prompts
  • Real-Time Coaching
  • Playbook builder
  • Automated scoring
  • Balto AI Suite
  • Compliance checklists
  • Dialler and CCaaS integrations

Only in Gorgias

  • Omnichannel inbox
  • Order management
  • Macros
  • Automation
  • Revenue tracking
  • Self-service
  • Shopify
  • BigCommerce

What people use each for

The jobs each tool is most often brought in to do.

Balto

  • A debt collection floor that must read a required disclosure on every call and wants the prompt to fire rather than a scorecard to record the failure afterwardsnot Gorgias
  • An insurance enrolment team where a missed eligibility question means the application is rejected and the call has to be made againnot Gorgias
  • A high-turnover outbound floor where new starters need on-screen scaffolding for the first eight weeks instead of a supervisor sitting beside themnot Gorgias
  • A healthcare intake centre that needs auditable evidence that specific consent language was spoken on every recorded callnot Gorgias

Gorgias

  • Customer helpdesk automationnot Balto
  • Omnichannel customer supportnot Balto
  • AI-powered conversation resolutionnot Balto

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Balto

  • The prompts only work if agents read them, and on floors with fast handle-time targets agents learn to ignore the panel, which turns an expensive live system into an ordinary after-the-fact scorer.
  • Playbooks are trigger-phrase driven and need continuous maintenance as products, scripts and objections change, so the tool quietly degrades unless someone owns it as a standing job.
  • Real-time transcription on noisy lines and strong accents misfires, producing prompts that fire on the wrong cue and train agents to distrust the panel entirely.
  • It is voice-first, so a contact centre where most volume has moved to chat and messaging gets far less from it than the per-agent price implies.
  • No pricing is published and there is no self-serve tier, so evaluating it means a sales cycle plus a technical integration into your telephony before you can judge whether agents will actually use it.

Gorgias

  • No published pricing; customers must sign up or contact sales
  • Ticket volume limits range from 50 to 5,000 per month depending on plan
  • Pricing model not transparent; described as scaling with volume

Pricing, plan by plan

Balto

On request
  • Balto$undefined/year
    • Real-time agent guidance
    • Real-Time Coaching for supervisors
    • Automated call scoring

Gorgias

$10/month
  • Starter$10/month
    • 50 tickets/month
    • 3 user seats
    • Email & social
  • Basic$60/month
    • 300 tickets/month
    • Unlimited users
    • Phone support
  • Pro$360/month
    • 2000 tickets/month
    • Advanced automation
    • Revenue statistics
  • Advanced$900/month
    • 5000 tickets/month
    • Dedicated CSM
    • Custom integrations

Which should you pick?

Choose Balto if

  • You need real-time prompts.
  • You work on Web, Windows, macOS.
  • You also want real-time coaching.
Balto review

Choose Gorgias if

  • You need omnichannel inbox.
  • You work on Web, Ios, Android.
  • You also want order management.
Gorgias review

Questions people ask

Is Balto or Gorgias better?
Neither clearly leads. Balto starts at On request and Gorgias at $10/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Balto or Gorgias?
Balto starts at On request and Gorgias at $10/month.
Does Balto or Gorgias run on more platforms?
Balto runs on Web, Windows, macOS. Gorgias runs on Web, Ios, Android.
What is Balto best used for?
Balto is most often used for a debt collection floor that must read a required disclosure on every call and wants the prompt to fire rather than a scorecard to record the failure afterwards, an insurance enrolment team where a missed eligibility question means the application is rejected and the call has to be made again, a high-turnover outbound floor where new starters need on-screen scaffolding for the first eight weeks instead of a supervisor sitting beside them, a healthcare intake centre that needs auditable evidence that specific consent language was spoken on every recorded call. Of those, a debt collection floor that must read a required disclosure on every call and wants the prompt to fire rather than a scorecard to record the failure afterwards and an insurance enrolment team where a missed eligibility question means the application is rejected and the call has to be made again are not what Gorgias is typically brought in for.
What can Balto do that Gorgias cannot?
Balto covers Real-time prompts, Real-Time Coaching, Playbook builder, Automated scoring. Gorgias covers Omnichannel inbox, Order management, Macros, Automation.

Answered from the vendors’ own pages

Balto: How is this different from Gong or Chorus?

Those analyse calls after they end. Balto changes the call while it is happening by prompting the agent live, which matters for compliance and much less for post-hoc coaching.

Gorgias: Does Gorgias publish pricing on their website?

Specific prices are not listed on the Gorgias pricing page; customers must sign up or contact sales for detailed pricing.

Source
Balto: Does it need my telephony vendor to cooperate?

Yes. It needs a live audio stream, so it integrates at the CCaaS or dialler layer with Five9, Genesys, Amazon Connect and similar. An unsupported platform is a blocker, not a config change.

Gorgias: Is AI included on all Gorgias plans?

Yes, AI Agent is included on every plan and pricing is based only on conversations the AI resolves.

Source
Balto: What does it cost?

Balto does not publish pricing. Expect a quoted per-agent annual contract, with the rate depending on seat count and which modules you licence.

Gorgias: Can I add Voice or SMS to any plan?

Yes, Voice and SMS can be added to any plan with pricing scaled by call and text volume.

Source
Balto: Will it work for chat teams?

Not well. The product is built around live voice, and text channels are not where its strength is.

Gorgias: How does Gorgias price its helpdesk?

Helpdesk is not priced per agent; instead it scales from 50 to 5,000 tickets per month depending on plan selection.

Source
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