Gorgias
The conversational AI platform built for ecommerce customer support
Founded
2015
Starting Price
$10
Category
Customer Support
Last updated February 10, 2026
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
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.
Pricing
Starter
$10/month
- 50 tickets included per month
- Up to 3 agent seats
- Email, live chat, and social channels
- Basic integrations (Shopify, BigCommerce)
- Macros and basic automation
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.
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