If you’re exploring the top zendesk alternatives to elevate your ecommerce customer service, you’re in the right place. From reducing response times to boosting conversion rates, the right helpdesk can transform your support operations overnight. One standout option is Get Started with Gorgias Today, a platform built specifically for online merchants.

Handling hundreds or thousands of inquiries across email, chat, SMS and social media can feel overwhelming. I’ve seen brands struggle with siloed tools, slow responses, and missed sales opportunities. Gorgias has been in the ecommerce support game for years, empowering merchants like you to automate up to 60% of routine requests while driving 2.5x more conversions with AI-powered product recommendations. Ready to see how it compares to other zendesk alternatives? Let’s dive in.

What is Gorgias?

Gorgias is the conversational AI platform for ecommerce support and sales. It centralizes every customer interaction—email, live chat, Facebook, Instagram, TikTok, WhatsApp, SMS and even voice—into a single helpdesk. Beyond simple ticketing, Gorgias’s AI Agent directly engages shoppers with your brand’s unique voice, handling returns, editing orders, issuing refunds, and recommending products without agent intervention.

Gorgias Overview

Founded with a mission to change how online stores communicate, Gorgias has grown exponentially since its inception. Today, it integrates seamlessly with Shopify, BigCommerce and Magento, bridging the gap between customer support and sales.

The company’s milestones include:

• Over 8,000 ecommerce brands onboarded
• Named a Gartner Cool Vendor in CX Automation
• Raised $20M+ in funding to expand AI capabilities

Pros and Cons

Pros:

• AI-Driven Automation: Resolves up to 60% of common inquiries automatically.
• Increased Conversions: 2.5x uplift with tailored product recommendations in chat.
• Deep Shopify Integration: Manage orders, inventory, refunds without switching apps.
• Omnichannel Support: Unified inbox for email, chat, social media, SMS and voice.
• Customizable Workflows: Macros, rules and auto-tagging for streamlined ticket routing.
• Scalable Pricing: From $10/month to enterprise plans based on ticket volume.

Cons:

• Additional add-ons for voice support and advanced reporting increase costs.
• Learning curve for custom rule and macro setup can be steep for non-technical teams.

Features

Conversational AI Agent

This feature allows you to deploy an AI-powered assistant that:

• Answers pre- and post-sales FAQs
• Suggests products based on browsing history
• Handles returns and refunds autonomously
• Edits orders and subscriptions in real time

Shopify & Ecommerce Platform Integration

With direct connections to Shopify, BigCommerce and Magento, you can:

• View real-time inventory levels
• Share product links, SKUs, and variants instantly
• Manage promotions and discount codes within chats

Omnichannel Inbox

Keep conversations organized across all channels:

• Email, live chat and chatbots
• Social media (Facebook, Instagram, TikTok) messages
• WhatsApp, SMS and voice calls (add-on)

Automation with Macros & Rules

Streamline repetitive tasks and ticket triage:

• Auto-assign tickets to the right agents
• Send personalized messages based on customer segments
• Trigger follow-up surveys and feedback requests

Gorgias Pricing

Pricing scales with ticket volume, not user headcount, so you can grow without breaking the bank.

Basic

300 tickets/mo, $10/month + $0.40/overage ticket

• Ideal for startups and micro-stores
• Access to AI Agent at $1 per resolved conversation

Pro

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

• Unlimited users and email inboxes
• Advanced reporting & integrations

Advanced

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

• Priority support and SLAs
• Custom API rate limits

Enterprise

Custom ticket volume, from $750/month

• Dedicated CSM and onboarding
• Custom feature development

Gorgias Is Best For

Small Ecommerce Brands

Limited headcount but high support demands—automate FAQs and free agents for complex issues.

Growing Retailers

Looking to scale support without hiring—use AI Agent to handle peak season surges.

Enterprise Merchants

Need advanced customization, SLA guarantees and dedicated support from a partner invested in your success.

Benefits of Using Gorgias

• Faster Response Times: Centralize channels to cut average reply time by 50%.
• Higher Conversions: Proactive chat campaigns reduce bounce rates by 37%.
• Operational Savings: Automate up to 60% of tickets, lowering support costs.
• Personalized Interactions: Leverage shopper history for tailored product recommendations.
• Unified Analytics: One dashboard for support performance, revenue impact, and agent productivity.

Ready to see how it ranks among zendesk alternatives? Get Started with Gorgias Today and watch your support team thrive.

Customer Support

Gorgias offers 24/7 live chat and email support for all plans. Enterprise customers receive a dedicated Customer Success Manager and SLA-backed response times.

They maintain an extensive knowledge base, video tutorials, and onboarding webinars to ensure your team can leverage every feature effectively.

External Reviews and Ratings

On G2, Gorgias boasts a 4.6/5 star average from over 350 reviews. Users praise its ease of setup, powerful automation and deep Shopify integration.

A few critiques mention occasional delays in voice add-on activation and the learning curve for advanced rule configuration—areas Gorgias continually improves through product updates and enhanced documentation.

Educational Resources and Community

Gorgias Academy provides on-demand courses, live workshops and certification programs. Their blog features best practices, case studies and deep dives into ecommerce support trends. You’ll also find an active Slack community of merchants sharing automations, macros and creative chat campaign ideas.

Conclusion

When evaluating zendesk alternatives, Gorgias stands out as a purpose-built solution for ecommerce brands seeking to streamline support, increase sales and cut operational costs. Its AI-driven automation, seamless Shopify integration and scalable pricing make it an ideal choice at every stage of growth. If you’re ready to transform your customer experience and drive real revenue impact, Get Started with Gorgias Today.