Searching for the ultimate guide to helpdesk software? You’ve just landed on the right page to discover how Gorgias can transform your ecommerce support and sales processes. From centralizing customer conversations to automating repetitive tickets, Gorgias delivers a powerful conversational AI helpdesk software solution that resolves inquiries quickly and drives growth. Ready to see it in action? Get Started with Gorgias Today.

You know how frustrating it is when inquiries pile up, agents juggle multiple channels, and conversions slip through the cracks. With years of experience powering thousands of Shopify stores, Gorgias has earned industry recognition for cutting response times in half, automating 60% of tickets, and increasing conversions by 2.5x. Let’s dive into what makes this helpdesk software the go-to choice for ambitious ecommerce brands.

What is Gorgias?

Gorgias is a next-generation conversational AI helpdesk software built specifically for ecommerce merchants. It connects directly to your Shopify store, centralizing email, live chat, social media messages, SMS, and voice into a single dashboard. By leveraging AI agents with integrated sales skills, Gorgias not only resolves common support inquiries automatically but also offers personalized product recommendations to boost average order value.

Gorgias Overview

Founded in 2015 with a mission to simplify customer support for online retailers, Gorgias has rapidly scaled to serve over 10,000 ecommerce brands worldwide. The team’s vision was clear from day one: replace fragmented tools and manual processes with a unified platform powered by intelligent automation. Milestones include a $30 million Series B round, launching native Shopify order editing, and achieving SOC 2 Type II compliance for enterprise security.

Today, Gorgias supports over 150 integrations—from Klaviyo and Loop Returns to Yotpo—ensuring a seamless flow of data and insights across marketing, fulfillment, and returns workflows. Its user-first design and robust API have made it the preferred helpdesk software among both startups and high-volume merchants.

Pros and Cons

Pros:

Centralized Conversations: All channels in one dashboard for faster response.
AI-Powered Automation: Automates up to 60% of tickets, saving time and costs.
Shopify Native Integration: View order and customer details without leaving the helpdesk.
Sales-Driven Bot: AI agent offers real-time product recommendations that increase conversions 2.5x.
Scalable Pricing: Plans start at $10/mo and grow with your ticket volume, not headcount.
Extensive Integrations: 150+ apps to unify marketing, returns, subscription, and feedback tools.

Cons:

Custom enterprise plans can be pricey for very high volume without negotiation.
Less flexibility for non-Shopify platforms compared to some generic helpdesk tools.

Features

Gorgias’s feature set is tailored to deliver end-to-end support and sales assistance. Each capability focuses on efficiency, personalization, and revenue growth.

Omnichannel Helpdesk

Unify email, live chat, Facebook Messenger, Instagram DMs, TikTok, WhatsApp, SMS, and voice—all in one inbox.

• Automatic channel routing
• Assign tickets by skill, language, or product line
• Custom macros and rules for rapid replies

AI Agent

Leverage Gorgias’s conversational AI to handle routine inquiries without agent intervention.

• Answer pre- and post-sales FAQs
• Edit orders, issue refunds, and manage subscriptions
• Generate tailored discounts and upsell suggestions
• Maintain brand voice with customizable tone settings

Shopify Integration

Deep synergy with Shopify to surface real-time product availability and shopper history.

• View customer lifetime value and past orders
• Update shipping information and order status on the fly
• Trigger automated workflows based on order events

Reporting & Insights

Track support performance and conversion metrics in one place.

• Live monitoring of ticket volume and response times
• Revenue attribution for AI-driven sales recommendations
• Satisfaction surveys to gauge customer sentiment

Gorgias Pricing

Scalable pricing that grows with your helpdesk volume, not the size of your team. All plans include unlimited users and core support features.

Basic

300 tickets/mo • from $10/mo

• Ideal for small stores starting out
• Help center, macros, rules, and email/chat support

Pro

2,000 tickets/mo • from $50/mo

• Priority support, advanced reporting
• Social media & SMS channels

Advanced

5,000 tickets/mo • from $300/mo

• AI Agent with fully automated resolutions at $1 per resolved conversation
• Custom workflows and security controls

Enterprise

Custom volume • from $750/mo

• Dedicated CSM, service-level agreements
• Advanced API access and white-glove onboarding

Ready to optimize your support and skyrocket sales? Get Started with Gorgias Today and see why top ecommerce brands trust this helpdesk software.

Gorgias Is Best For

Whether you’re a lean startup or a fast-growing enterprise, Gorgias aligns with your needs.

Small Ecommerce Teams

Automate repetitive tickets to free up time for strategic tasks and reduce operational costs.

Midsize Brands

Leverage AI-driven sales recommendations to boost AOV and integrate marketing campaigns into support flows.

High-Volume Merchants

Scale support with a fully automated AI agent, detailed SLAs, and enterprise-grade security features.

Benefits of Using Gorgias

• Increased Efficiency: Automate up to 60% of inquiries and cut response times by half.
• Higher Conversions: AI-driven upsells and personalized recommendations boost sales by 2.5x.
• Unified View: See orders, subscriptions, and customer data without toggling between apps.
• Cost Savings: Pricing tied to ticket volume, not agent headcount.
• Enhanced Customer Satisfaction: Consistent, on-brand interactions across every channel.

Customer Support

Gorgias offers responsive support via email, live chat, and phone for Pro plans and above. A dedicated help center is available 24/7 with unlimited articles, how-to guides, and best practice tutorials. For Enterprise customers, account managers ensure smooth onboarding and ongoing optimization.

Feedback loops within the platform help Gorgias iterate on AI accuracy and feature enhancements. Agents can submit feature requests directly from the app, ensuring the roadmap aligns with real-world merchant needs.

External Reviews and Ratings

On third-party platforms like G2 and Capterra, Gorgias averages 4.8/5 stars. Users praise its intuitive interface, powerful automation, and seamless Shopify integration. Many highlight a 30% reduction in support overhead within the first quarter of adoption.

Some merchants note a learning curve for advanced automation rules, but Gorgias addresses this with expanded tutorial content and live webinars. Overall, the consensus is overwhelmingly positive, emphasizing ROI and operational uplift.

Educational Resources and Community

Gorgias maintains an active blog covering support best practices, chat marketing tactics, and conversion optimization tips. You’ll find in-depth case studies, step-by-step automation guides, and monthly webinars hosted by ecommerce experts. The Gorgias Community Slack brings together thousands of merchants to exchange ideas, troubleshoot challenges, and share success stories.

Conclusion

From automating routine tickets to turning support into a revenue channel, Gorgias stands out as the premier conversational AI helpdesk software for ecommerce brands of all sizes. Its deep Shopify integration, AI-powered agent, and scalable pricing make it a no-brainer for merchants looking to reduce costs, boost conversions, and deliver exceptional customer experiences.

Experience the difference today—Get Started with Gorgias Today.