What is Gorgias?

Gorgias is a cutting-edge conversational AI helpdesk software designed specifically for ecommerce brands. It centralizes all your customer conversations—email, live chat, social media, and more—into one intuitive dashboard. With real-time access to Shopify order data, Gorgias delivers personalized responses, automates routine support tasks, and even recommends products to drive upsells.

Gorgias Overview

Founded in 2015 with a mission to empower online merchants by turning support teams into revenue centers, Gorgias has rapidly grown into a market leader. With headquarters in Montreal and a global team spread across Europe and North America, the platform now supports thousands of ecommerce stores worldwide.

Key milestones include securing over $70 million in funding, forging partnerships with Shopify Plus, and winning multiple industry awards for innovation in customer support technology. Today, Gorgias continues to push the boundaries of AI-driven service for online retailers.

Pros and Cons

Pro: Centralizes tickets across all channels into one helpdesk, reducing response times.

Pro: Automates up to 60% of routine inquiries with AI, freeing agents for high-value tasks.

Pro: Deep Shopify integration gives real-time visibility into orders, inventory, and customer history.

Pro: AI-powered product recommendations boost conversions by up to 2.5x.

Pro: Supports omnichannel messaging—email, chat, SMS, social media platforms, and voice.

Pro: Scalable pricing that grows with your ticket volume, not headcount.

Con: Advanced AI Agent automation comes at an additional per-resolution cost, which may rise as volume increases.

Con: Some add-ons, like voice and WhatsApp, require separate setup and fees.

Con: Steep learning curve for teams new to AI-driven workflows.

Features

Gorgias combines sales and support functionality in a single, AI-driven helpdesk. Below are the standout features that make it a top choice for ecommerce brands.

AI Agent

The AI Agent automates responses to common pre- and post-purchase questions and handles order edits, refunds, and product suggestions.

• Customizable tone of voice to match your brand.
• Ability to edit Shopify orders and subscriptions directly.
• Generates dynamic discount codes to close sales.

Omnichannel Inbox

Bring together email, live chat, Facebook, Instagram, TikTok, SMS, and voice into one platform.

• Unified ticket view ensures no conversation slips through.
• Set up macros, rules, and automated workflows to streamline support.

Shopify Integration

Native connection to Shopify surfaces customer order history, abandoned carts, and product catalogs.

• Instant access to stock levels and shipment tracking.
• Run promotional chat campaigns with real-time cart insights.

Support Suite Automation

Reduce response times and costs by automating routine inquiries.

• Pre-built triggers for order status, shipping delays, and return questions.
• Custom conversational flows based on customer intent.

Marketing Suite

Engage site visitors with proactive chat campaigns that lower bounce rates and drive conversions.

• Targeted outreach based on browsing behavior.
• Personalized recommendations powered by AI.

Gorgias Pricing

With plans ranging from basic ticket bundles to fully customizable enterprise solutions, Gorgias scales alongside your growth. Here’s a snapshot of the standard packages:

Basic

Price: from $10/mo

Ideal for small shops handling up to 300 tickets per month.

• 300 tickets per month
• $0.40 per overage ticket
• Email and live chat support

Pro

Price: from $50/mo

Designed for growing stores with up to 2,000 tickets.

• 2,000 tickets per month
• Includes social media and SMS channels
• Advanced rules and macros

Advanced

Price: from $300/mo

Best for midsize merchants processing up to 5,000 tickets.

• 5,000 tickets per month
• Access to the full suite of AI automations
• Priority support and onboarding resources

Enterprise

Price: Custom volume & pricing

Tailored for high-volume brands requiring dedicated account management.

• Unlimited tickets
• Custom integrations and SLA guarantees
• On-site training and migration assistance

Gorgias Is Best For

Whether you’re just starting out or scaling a global storefront, Gorgias adapts to your unique needs. Here’s who benefits most from this helpdesk software:

Small ecommerce startups

Get all the essentials—ticket management, chat, and basic AI responses—at a budget-friendly price.

Midsize growth brands

Leverage advanced automation to free up your team and invest in growth strategies rather than manual support.

High-volume enterprises

Custom workflows, SLA-backed services, and dedicated support ensure your global operations run smoothly.

Benefits of Using Gorgias

• Faster response times: Automate routine queries to deliver instant, accurate answers.
• Increased conversions: AI-driven recommendations and personalized offers boost average order value.
• Unified customer view: One dashboard for all channels gives agents full context in seconds.
• Lower support costs: Resolving up to 60% of inquiries with automation reduces overhead.
• Scalable pricing: Pay for ticket volume, not headcount.
• Enhanced brand experience: Consistent, on-brand conversation style across every channel.

Customer Support

Gorgias’s support team is available 24/7 via email and live chat, ensuring you have the help you need when you need it. Response times average under 30 minutes for urgent issues, and comprehensive documentation helps you self-serve common questions around the clock.

For Enterprise customers, a dedicated account manager and priority escalation channels guarantee you’re never left waiting. Regular webinars and one-on-one training ensure your team maximizes the value of every feature.

External Reviews and Ratings

On review sites, Gorgias earns high marks for ease of use, robust feature set, and seamless Shopify integration. Customers praise the AI Agent for reducing support ticket volume and improving revenue with smart upsells. The intuitive UI and strong analytics also earn consistent acclaim.

Some users note a learning curve when implementing advanced automations. Gorgias addresses this with detailed onboarding guides and responsive support. Pricing can be a hurdle for very small decks, but the value delivered often outweighs the cost. Regular product updates reflect user feedback, ensuring continuous improvement.

Educational Resources and Community

Gorgias maintains an in-depth blog with best practices for ecommerce support, case studies, and product updates. Weekly webinars cover topics from AI optimization to advanced workflow setups. An active forum connects you with thousands of fellow merchants sharing tips and custom code snippets.

Developers can access a robust API and developer hub to build custom integrations. Whether you’re a marketer, support agent, or IT specialist, Gorgias’s resources empower you to make the most of the platform.

Conclusion

Choosing the right helpdesk software can transform your customer experience and drive significant business growth. By centralizing all channels, automating routine tasks, and delivering personalized interactions, Gorgias gives you a competitive edge. Midway through your journey, don’t forget to explore its powerful AI features by visiting Gorgias.

Ready to elevate your support and sales? Get Started with Gorgias Today and experience the future of ecommerce helpdesk software.