Searching for the ultimate guide to helpdesk software? You just landed on the right page. I’ve explored every top solution on the market, and none match the power and ease of Gorgias when it comes to streamlining customer support for ecommerce brands.

Handling tickets across email, chat, social and more can feel like juggling flaming torches. With Gorgias in your toolkit, you can centralize all channels, automate repetitive inquiries, and empower your team to resolve issues faster than ever. Ready to elevate your support game? Get Started with Gorgias Today.

What is Gorgias?

Gorgias is a leading conversational AI platform built specifically for ecommerce brands seeking robust helpdesk software. It acts as a unified inbox where all customer messages—from email and live chat to social media DMs and SMS—are funneled into one dashboard. With AI-driven automation, agents can resolve up to 60% of routine inquiries without lifting a finger, while advanced features help drive conversions by 2.5x through personalized recommendations.

Gorgias Overview

Founded in 2015, Gorgias set out to modernize ecommerce support by combining AI, automation, and deep integration with Shopify stores. The mission was simple: empower small and growing merchants to compete with enterprise-level service at an affordable price. Over the years, Gorgias has raised significant venture funding, expanded into global markets, and earned recognition as a top-rated helpdesk solution by industry analysts.

Today, thousands of brands—from boutique Shopify shops to fast-growing DTC enterprises—rely on Gorgias to centralize conversations, automate repetitive tasks, and deliver exceptional customer experiences. With a focus on continuous improvement, Gorgias regularly releases new features and integrations to keep pace with the evolving needs of ecommerce support teams.

Pros and Cons

Pro: Seamless Shopify integration brings product catalogs and order history directly into the helpdesk, saving time and reducing errors.

Pro: AI Agent automates up to 60% of FAQs, order modifications, refunds, and personalized upsell recommendations.

Pro: Omnichannel support consolidates email, live chat, Facebook, Instagram, TikTok, WhatsApp, SMS, and voice in one interface.

Pro: Highly customizable macros, rules, and views streamline workflows and help scale support without ballooning headcount.

Pro: Robust analytics and reporting offer actionable insights into ticket volume, agent performance, and customer satisfaction.

Pro: Marketing Suite enables proactive chat campaigns that reduce bounce rates by 37% and drive incremental sales.

Con: The learning curve can be steep for non-technical teams unfamiliar with automation and rule builders.

Con: Advanced AI features and add-on channels may increase costs for high-volume enterprises.

Features

Gorgias packs a suite of features designed to elevate your support operations and drive revenue. Below are the core capabilities every ecommerce team will love.

Conversational AI Agent

At the heart of Gorgias is its AI Agent, trained on thousands of ecommerce interactions to handle:

• Pre- and post-sales FAQs
• Order edits and subscription management
• Returns, refunds, and dynamic discount generation
• Product recommendations based on shopper history

Shopify Integration

All your store data is at your fingertips:

• View real-time inventory and order details
• Edit orders, issue refunds, and update subscriptions without switching tabs
• Run targeted campaigns based on purchase history

Omnichannel Inbox

Consolidate every customer conversation in one unified view:

• Email and live chat
• Social media messages (Facebook, Instagram, TikTok)
• WhatsApp, SMS, and voice (optional add-ons)
• Seamless ticket routing and assignment based on skills and workload

Macros, Rules & Views

Automate repetitive tasks and prioritize urgent issues with:

• Custom macros for canned responses and bulk actions
• Rule-based ticket assignments and SLA alerts
• Customizable views to keep agents focused on high-priority tickets

Advanced Analytics

Measure performance and identify improvement areas through:

• Live monitoring of ticket volume and response times
• Agent productivity reports and CSAT scores
• Revenue impact tracking from AI-driven recommendations

Gorgias Pricing

Whether you’re a small shop or an enterprise, Gorgias offers plans that scale with your growth—not your headcount.

Basic

Price: from $10/mo
Ideal for merchants processing up to 300 tickets per month
Highlights:

• 50 tickets included
• Unlimited help center articles
• Macros, rules, views, and email support

Pro

Price: from $50/mo
Ideal for growing stores handling up to 2,000 tickets
Highlights:

• Live chat and social channels
• Advanced reporting and custom roles
• AI Agent at $1 per resolved conversation

Advanced

Price: from $300/mo
Ideal for high-volume brands processing up to 5,000 tickets
Highlights:

• WhatsApp, SMS & voice add-ons
• Priority support and SLA enforcement
• Dedicated customer success manager

Enterprise

Price: from $750/mo
Ideal for custom volumes and global operations
Highlights:

• Custom SLAs and onboarding
• Unlimited integrations and API access
• 24/7 priority support

Gorgias Is Best For

Whether you’re just starting out or running multiple storefronts, Gorgias adapts to your needs.

Small Shopify Shops

Low ticket volume and a tight budget? Start with the Basic plan to centralize conversations and free up hours each week.

Scaling DTC Brands

Growing rapidly? Pro and Advanced plans offer the AI automation and multichannel support needed to handle spikes in demand seamlessly.

Customer Support Managers

Need visibility into team performance and SLA compliance? Advanced analytics and custom roles give you full control over workflows.

Marketing & Sales Teams

Looking to turn support into revenue? Proactive chat campaigns and AI-powered upsells help you capture incremental sales at every touchpoint.

Benefits of Using Gorgias

• Unified Inbox: No more tab-hopping—manage email, chat, social, and SMS all in one place.
• Faster Resolutions: AI automates up to 60% of inquiries, slashing response times and boosting CSAT.
• Increased Conversions: Personalized product recommendations drive 2.5x more sales per conversation.
• Lower Operational Costs: Automate repetitive tasks and scale support without adding headcount.
• Actionable Insights: Real-time reporting helps you optimize workflows and improve performance continuously.

Customer Support

Gorgias prides itself on responsive, knowledgeable support. Whether you need help setting up your first rule or troubleshooting a complex integration, the in-house team is available via chat, email, or phone.

Enterprise customers benefit from dedicated success managers and priority SLAs, while Pro and Advanced users can tap into 24/7 global support channels and a growing library of documentation.

External Reviews and Ratings

Across review platforms like G2 and Capterra, Gorgias consistently earns high marks for ease of use, feature depth, and ROI. Users rave about the intuitive Shopify integration and the AI Agent’s ability to handle common inquiries without human intervention.

Some critiques mention the initial setup complexity for teams new to automation, and the additional cost of premium channels. However, Gorgias addresses these concerns with step-by-step guides, onboarding webinars, and flexible plan upgrades.

Educational Resources and Community

Gorgias offers a rich ecosystem of learning materials, including an official blog, on-demand webinars, and live training sessions. The Help Center features detailed articles on rule building, AI tuning, and best practices for multichannel support.

Additionally, a vibrant community forum allows users to share tips, request features, and connect directly with product experts. Regular meetups and user groups ensure you’re always plugged into the latest developments.

Conclusion

Choosing the right helpdesk software can make or break your ecommerce support strategy. From unified inboxes and AI automation to deep Shopify integration and proactive chat campaigns, Gorgias delivers everything you need to delight customers and boost revenue. Explore its features firsthand and see why thousands of merchants trust Gorgias to power their support operations.

Get Started with Gorgias Today and transform how you connect with shoppers—faster resolutions, higher satisfaction, and more sales await.