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What Is Gorgias?

Gorgias is a Conversational AI platform designed specifically for ecommerce merchants who want to streamline both sales and support through intelligent, empathetic chat interactions. At its core, Gorgias uses advanced AI Agents to engage with shoppers in real time, provide personalized product recommendations, handle returns and refunds, and automate up to 60% of your support inquiries—freeing up your team to tackle higher-value tasks.

From startups selling handmade crafts to global brands processing thousands of orders daily, Gorgias serves a broad range of use cases:

• Pre-sales inquiries—help browsers find the right product with tailored suggestions.
• Post-sales support—status updates, tracking, returns and refund processing.
• Order management—edit orders, update subscriptions, issue discounts or dynamic offers.
• Multichannel consolidation—centralize email, live chat, social media, SMS, voice and more.

Features

Gorgias is feature-rich, blending AI automation with real-time data from your Shopify store and other integrations. Here’s an in-depth look at the standout capabilities:

Conversational AI for Sales and Support

Gorgias’s AI Agent handles incoming inquiries with a customized brand voice, whether the customer is asking about product details, shipping times, or return policies.

• Automates up to 60% of support tickets—freeing agents to focus on complex issues.

– AI-driven product suggestions boost conversions by 2.5×.

• Handles multi-step processes like refunds, order updates, and subscription changes.
• Customizable tone of voice ensures every interaction reflects your brand identity.

Seamless Shopify Integration

Gorgias connects natively to Shopify, giving agents and AI access to real-time inventory, order history, and customer data without ever leaving the helpdesk.

• View cart contents, past orders, and subscription details within the chat widget.
• Share direct product links or issue full refunds with a click.
• Launch targeted promotions or apply discounts dynamically during conversations.

Unified Omnichannel Support

Bring all customer touchpoints into one dashboard. Gorgias supports:

• Email, live chat, and voice.
• Facebook and Instagram Messenger.
• TikTok media messaging.
• WhatsApp and SMS (add-ons available).

Handling every channel in one place means faster responses, fewer missed messages, and a smoother experience for both customers and agents.

Advanced Automation & Workflows

Customize macros, rules, and views to automate repetitive tasks and route inquiries to the right teams.

• Create automated responses for FAQs like “Where is my order?”
• Set rules to assign VIP customer tickets to senior agents.
• Trigger satisfaction surveys automatically after case closure.

Integrations & Insights

With over 150 integrations, Gorgias brings together your entire tech stack:

• Klaviyo for email marketing.
• Recharge for subscriptions.
• Loop Returns for streamlined returns management.
• Yotpo for user-generated content and reviews.

Plus, robust analytics dashboards give you real-time monitoring of support performance and ROI.

Pricing

Gorgias offers tiered plans to grow with your business—no matter how many tickets you process. Here’s the breakdown:

Basic Plan

• Ideal for startups and small shops.
• 300 tickets per month included.
• Support & ticket management: rules, macros, views.
• Omnichannel: email and live chat.
• $10/mo, with $0.40 per additional ticket.

Pro Plan

• Perfect for growing brands.
• 2,000 tickets per month.
• Includes social media channels (Facebook, Instagram).
• Integrations & insights with key tools like Klaviyo.
• From $50/mo.

Advanced Plan

• Best for mid-sized ecommerce teams.
• 5,000 tickets per month.
• Omnichannel support including TikTok media, WhatsApp, and SMS add-ons.
• Advanced automation and custom roles.
• From $300/mo.

Enterprise Plan

• Custom volume for large enterprises.
• Dedicated account manager, onboarding support.
• Unlimited integrations and SLA guarantees.
• Pricing starts at $750/mo.

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Benefits to the User (Value for Money)

Investing in Gorgias gives you outstanding value thanks to:

• Cost Savings through Automation: Automate 60% of support tickets to reduce agent headcount and overhead costs while maintaining excellent service levels.
• Higher Conversions: AI-driven recommendations boost upsells and cross-sells, translating to a potential 2.5× increase in revenue per chat session.
• All-in-One Platform: Consolidate all channels and tools—email, chat, social, voice, SMS—into a single dashboard to cut software expenses and simplify workflows.
• Scalable Pricing: Plans start as low as $10/mo and grow with you, ensuring you never pay for unused headcount or features.
• Enhanced Customer Loyalty: Fast, personalized support creates brand advocates who return and refer friends, driving long-term revenue.
• Dedicated Support ROI: Access to in-depth analytics lets you measure KPIs like resolution time and customer satisfaction, proving clear ROI on your investment.

Customer Support

Gorgias backs its product with responsive, knowledgeable support. Whether you run into a technical setup question or want best-practice advice for chat campaigns, the support team is reachable via email, live chat, or phone for enterprise clients. Average initial response times hover around 15–30 minutes for Pro and Advanced tiers, while Enterprise customers enjoy priority SLAs.

Beyond reactive support, Gorgias provides extensive self-help resources. You’ll find on­-demand video tutorials, a searchable knowledge base and active community forums where fellow merchants and Gorgias experts share tips. This multi-channel support approach ensures you’re never stuck if you need to optimize your workflows or troubleshoot an integration.

External Reviews and Ratings

Gorgias consistently earns high marks on major review platforms. On G2, it holds a 4.7-star average from over 1,200 reviews, with users praising its intuitive interface and powerful automation. Capterra users highlight how Gorgias has slashed their response times and improved CSAT scores by 20–30%.

Some critiques mention the learning curve for advanced automation rules or the need for additional add-on fees for channels like WhatsApp. Gorgias addresses these concerns through regular feature enhancements, like more user-friendly rule builders and bundling options to reduce overall costs for multichannel clients.

Educational Resources and Community

Gorgias offers a wealth of educational materials:

• Official Blog: In-depth articles on ecommerce best practices, AI trends, and tactical support strategies.
• Video Tutorials: Step-by-step guides for setting up automations, creating chat campaigns, and maximizing Shopify integration.
• Documentation: Comprehensive API docs and user manuals for developers and admins.
• User Community: An active Slack workspace and forum where merchants share scripts, workflows, and success stories.
• Webinars and Workshops: Regular live events hosted by Gorgias experts and ecommerce thought leaders.

This supportive ecosystem ensures you get the most from Gorgias, whether you’re a novice or a seasoned support manager.

Conclusion

To recap, Gorgias is the all-in-one Conversational AI platform built for ecommerce—streamlining support, driving sales, and consolidating every channel under one roof. With plans starting at just $10/mo, robust automation that resolves 60% of tickets, and integrations with Shopify plus 150+ tools, it’s no wonder merchants see a 2.5× lift in conversions and significant cost savings. I’ve walked you through its key features, tiered pricing, real-world benefits, and third-party reviews so you can make a confident decision.

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