Searching for the ultimate guide to zendesk alternatives? You’ve landed in the right place. When it comes to scalable and intelligent ecommerce support and sales solutions, few tools rival Gorgias. In this guide, I’ll walk you through why Gorgias stands out among zendesk alternatives, how it can transform your customer experience, and how you can Get Started with Gorgias Today to supercharge your store’s growth.

I know firsthand how overwhelming it can be to sift through dozens of helpdesk platforms, only to discover they lack the ecommerce-specific features your store needs. That’s why I’ve spent months evaluating top zendesk alternatives designed for online merchants. Gorgias is trusted by thousands of stores worldwide, boasts award-winning AI capabilities, and resolves up to 60% of inquiries automatically—all while boosting conversions by 2.5×. Let’s dive in and see how you can harness its power.

What is Gorgias?

Gorgias is the conversational AI platform built specifically for ecommerce brands. It combines sales and support workflows into a single helpdesk, automating routine tasks and letting your team focus on high-value interactions. Rather than juggling multiple tools, Gorgias connects directly to Shopify (and other major platforms) so you have order details, product catalogs, and shopper histories at your fingertips during every chat or ticket.

Gorgias Overview

Founded in 2015, Gorgias set out to bridge the gap between customer support and revenue generation. Its mission: empower ecommerce merchants to deliver personalized, efficient support that feels like a real conversation. Over the years, the platform has grown to support hundreds of thousands of agents globally and handle millions of inquiries each month.

With a focus on continuous innovation, Gorgias has added AI-driven automation, omnichannel messaging (including email, live chat, social media, SMS, and voice), and deep integrations with tools like Klaviyo, Yotpo, and Loop Returns. Today, it stands as a compelling zendesk alternative for merchants seeking a truly ecommerce-centric helpdesk.

Pros and Cons

Pros:

1. Ecommerce-First Design: Native Shopify integration brings product info and order data directly into your ticketing system.

2. Conversational AI: Automate 60% of support inquiries, from order status updates to refund handling.

3. Sales-Boosting Features: AI-powered product recommendations and dynamic discounts help you upsell and cross-sell in real time.

4. Omnichannel Support: Manage email, live chat, social DMs, SMS, and voice calls—all from one dashboard.

5. Scalability: Pricing scales with ticket volume, not agent count, so your costs align with your growth.

6. Extensive Integrations: Over 150 apps connect seamlessly, giving you a unified view of customer data.

Cons:

1. Learning Curve: Teams new to AI-driven automation may require time to configure workflows and train the AI Agent.

2. Additional Costs for Add-On Channels: WhatsApp, SMS, and voice support come as paid add-ons, which can raise overall spend.

Features

Gorgias offers a robust feature set tailored to ecommerce merchants. Here’s a closer look:

AI Agent

The Gorgias AI Agent automates routine tickets with a fully customizable tone and brand voice.

• Answers pre- and post-sales FAQs
• Edits orders and subscriptions
• Handles returns, refunds, and exchanges
• Recommends products based on shopper history
• Generates dynamic discount codes on the fly

Omnichannel Inbox

Streamline all customer conversations in one unified dashboard.

• Email, live chat, Facebook & Instagram Messenger
• TikTok comments, WhatsApp, SMS & voice
• Smart routing, macros, and automated responses

Shopify & Ecommerce Integrations

Keep product catalog, order history, and customer details at your agents’ fingertips.

• Real-time inventory checks
• Order and subscription edits without leaving the ticket
• Growth tool integrations: Klaviyo, Recharge, Loop Returns, Yotpo

Marketing Suite

Engage visitors proactively with targeted chat campaigns.

• Reduce bounce rates by up to 37%
• Personalized pop-ups and chat offers
• Segmented messaging based on shopper behavior

Reporting & Analytics

Gain insights into support performance, conversion rates, and agent productivity.

• Live monitoring dashboard
• Customizable reports and KPIs
• ROI tracking for your support and marketing efforts

Gorgias Pricing

With plans starting at just $10/mo, Gorgias grows with your business, not your headcount. Choose the tier that matches your ticket volume and feature needs.

Basic Plan

300 tickets/mo | from $10/mo

• Essential helpdesk features
• Email, chat, social media support
• Basic automation and macros

Pro Plan

2,000 tickets/mo | from $50/mo

• Advanced rules and routing
• Omnichannel reporting
• Integrations with 100+ ecommerce tools

Advanced Plan

5,000 tickets/mo | from $300/mo

• All Pro features plus voice and SMS add-ons
• Priority support and onboarding assistance

Enterprise Plan

Custom ticket volume | from $750/mo

• Dedicated account manager
• Custom SLA and training
• Advanced security and compliance

Gorgias Is Best For

Whether you’re a fast-growing startup or an established brand, Gorgias adapts to your ecommerce support needs.

Small to Mid-Size Merchants

Streamline support with AI-powered automations and save on headcount as your order volume scales.

High-Volume Stores

Unify email, chat, social, and SMS channels. Leverage dynamic discounts to capture every upsell opportunity.

Subscription Brands

Manage recurring orders and subscription edits directly within the helpdesk, reducing churn and support friction.

Benefits of Using Gorgias

• Increased Efficiency: Automate routine inquiries and reduce average response times by up to 50%.
• Higher Conversions: Personalized AI-driven recommendations boost order values and drive repeat purchases.
• Lower Operational Costs: Scale support without adding staff by resolving 60% of tickets automatically.
• Improved Customer Satisfaction: Offer fast, contextual support that feels human and on-brand.
• Unified Data: All conversations, order data, and customer insights in one platform for better decision making.

Customer Support

Gorgias provides dedicated support via email, live chat, and phone for all paying customers. Their onboarding team helps you configure rules, macros, and AI workflows to match your brand’s tone.

For enterprise clients, a dedicated account manager ensures priority response times and tailored optimization sessions. Their extensive knowledge base and community forums add another layer of self-help resources.

External Reviews and Ratings

On G2 and Capterra, Gorgias consistently earns 4.8+ star ratings. Users praise its ease of use, seamless Shopify integration, and powerful automation capabilities. Many merchants report a 30% reduction in support costs within the first three months.

Some feedback highlights the initial complexity in setting up advanced AI rules. However, Gorgias addresses this with comprehensive onboarding guides, video tutorials, and a responsive support team that walks you through configuration step by step.

Educational Resources and Community

Gorgias maintains an active blog, publishing weekly insights on ecommerce trends, customer support best practices, and AI-driven strategies. Their webinar series features guest experts from top ecommerce brands sharing real-world tips.

The Gorgias Community Slack and Facebook groups are buzzing with merchants exchanging automation recipes, macro setups, and growth hacks. You’ll find everything from pre-built AI templates to case studies of six-figure Shopify stores.

Conclusion

When evaluating zendesk alternatives for ecommerce support and sales, Gorgias emerges as the clear winner. Its blend of conversational AI, deep platform integrations, and scalable pricing equips you to deliver seamless customer experiences that drive revenue.

If you’re ready to transform your support operations and boost conversions, Get Started with Gorgias Today and see firsthand why the world’s fastest-growing ecommerce brands rely on it. Elevate your support, delight your customers, and grow your store with Gorgias.