Gorgias
The conversational AI platform built for ecommerce customer support
About Gorgias
Gorgias is a purpose-built customer support and helpdesk platform designed specifically for ecommerce brands. Unlike general-purpose helpdesk tools, Gorgias deeply integrates with major ecommerce platforms like Shopify, BigCommerce, and Magento, pulling real-time order data, customer history, and transaction details directly into every support ticket. This allows agents to view order statuses, issue refunds, edit orders, create discount codes, and recommend products without ever leaving the helpdesk interface. At its core, Gorgias unifies all customer communication channels into a single inbox, covering email, live chat, social media (Facebook, Instagram), voice, and SMS. The platform's automation engine uses macros (saved template replies) and rules (if-this-then-that workflows) to automatically tag, prioritize, and respond to common inquiries. With these tools, brands can automate up to 20% of support tickets with personalized answers, dramatically reducing response times and agent workload. Gorgias has invested heavily in AI capabilities, offering an AI Agent that can autonomously resolve customer queries such as order tracking, returns processing, and subscription management. The AI Shopping Assistant goes further by recommending products, guiding shoppers through purchases, and triggering real-time upsells during chat conversations. Brands using the Shopping Assistant report up to a 2.5x increase in conversions from support chat interactions. The platform also includes robust revenue tracking through its converted tickets feature, which measures sales that occur within five days of a support interaction. With over 100 integrations spanning marketing tools like Klaviyo and Attentive, loyalty platforms like Yotpo, and subscription services like Recharge, Gorgias connects the full customer journey from pre-sale browsing to post-purchase support. Serving over 16,400 merchants including brands like Steve Madden, Glossier, and BruMate, Gorgias has established itself as the leading helpdesk solution for online retail.
Pros & Cons
Pros
- Purpose-built for ecommerce with best-in-class Shopify, BigCommerce, and Magento integrations that pull order data directly into tickets
- Powerful automation via macros and rules can handle up to 20% of tickets automatically with personalized responses
- Unified omnichannel inbox covering email, chat, social, voice, and SMS eliminates platform switching
- AI Agent and Shopping Assistant drive both support efficiency and measurable revenue growth
- Unlimited agent seats on most plans (no per-seat pricing) makes it cost-effective for growing teams
- Revenue tracking through converted tickets helps justify support as a profit center rather than cost center
- Extensive integration ecosystem with 100+ apps including Klaviyo, Yotpo, Recharge, and Attentive
Cons
- Ticket-based pricing with overage fees can become expensive and unpredictable for high-volume stores
- AI Agent is billed separately at $0.90-$1.00 per conversation on top of regular ticket costs, leading to effective double billing
- Limited customization options with a rigid interface that some users find cluttered after recent UI updates
- Not suitable for non-ecommerce businesses as the platform is hyper-focused on online retail workflows
- Performance slowdowns reported during peak traffic periods, especially with complex automation rules
- Voice and SMS channels require additional per-ticket add-on charges that can significantly increase costs
Key Features
Unified Omnichannel Inbox
Consolidates email, live chat, social media (Facebook, Instagram), voice, and SMS into a single shared inbox for streamlined agent workflows.
Deep Ecommerce Integrations
Natively integrates with Shopify, BigCommerce, and Magento to pull real-time order data, customer profiles, and transaction history directly into support tickets.
AI Agent
Autonomous AI that resolves common customer queries like order tracking, returns, and subscription changes without human intervention. Billed per resolved conversation.
AI Shopping Assistant
Recommends products, guides shoppers through purchases, and triggers real-time upsells during chat conversations, boosting conversions by up to 2.5x.
Macros and Rules Engine
Macros provide one-click saved replies for common questions, while rules automate ticket tagging, routing, prioritization, and responses based on custom conditions.
In-Ticket Order Management
Agents can create, edit, duplicate, and refund orders, generate discount codes, and update shipping details directly within the helpdesk without switching to the ecommerce platform.
Self-Service Flows
Interactive, no-code flows that guide customers to answers and actions like order tracking and returns without needing to contact a human agent.
Revenue Statistics
Tracks converted tickets (sales occurring within five days of support interaction) to measure how customer support contributes to revenue generation.
100+ Integrations
Connects with marketing tools (Klaviyo, Attentive), loyalty platforms (Yotpo), subscription services (Recharge), and dozens more to enrich customer profiles.
Voice and SMS Support
Optional add-on channels for phone and text message support, with tiered per-ticket pricing to handle customer inquiries across every communication method.
Pricing
- 50 tickets included per month
- Up to 3 agent seats
- Email, live chat, and social channels
- Basic integrations (Shopify, BigCommerce)
- Macros and basic automation
- Overage: $40 per 100 tickets
- 300 tickets included per month
- Unlimited agent seats
- All Starter features
- Expanded channel support
- Team management tools
- Overage: $40 per 100 tickets
- 2,000 tickets included per month
- Unlimited agent seats
- All Basic features
- Revenue statistics and reporting
- Advanced automation rules
- Overage: $36 per 100 tickets
- 5,000 tickets included per month
- Unlimited agent seats
- All Pro features
- Dedicated email server
- Priority support
- Overage: $36 per 100 tickets
- 5,000+ tickets per month
- Unlimited agent seats
- All Advanced features
- Custom onboarding and solutions
- Dedicated account manager
- Overage: $32 per 100 tickets
Best For
Shopify Store Customer Support
Manage all customer inquiries from a single inbox with real-time Shopify order data, enabling agents to check order status, process refunds, and edit orders without leaving the helpdesk.
Automated Order Tracking Responses
Use the AI Agent and self-service flows to automatically answer 'Where is my order?' queries by pulling live tracking information from your ecommerce platform.
Pre-Sale Conversion Optimization
Deploy the AI Shopping Assistant on live chat to recommend products, answer sizing questions, and trigger contextual upsells that can boost chat conversion rates by up to 2.5x.
Multi-Channel Social Commerce Support
Respond to customer questions and complaints across Facebook, Instagram, email, and chat from one unified inbox, ensuring no message falls through the cracks.
Returns and Subscription Management
Automate returns processing, subscription modifications, and refund workflows through AI-powered ticket resolution and self-service customer flows.
Support-Driven Revenue Measurement
Track converted tickets to measure sales generated within five days of customer support interactions, demonstrating the ROI of your support team to stakeholders.
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