Searching for a comprehensive guide to support ticket software? You’ve come to the right place. In today’s fast-paced eCommerce landscape, delivering outstanding customer service while driving sales growth is critical. That’s where Gorgias shines. As a leading Conversational AI platform for eCommerce, Gorgias integrates seamlessly with Shopify, arming your support team with real-time product data and shopper history—all within a single helpdesk.

Managing dozens—or even hundreds—of customer queries each day can drain your resources and slow growth. I’ve been there, juggling spreadsheets and endless tabs while trying to keep response times low. Gorgias solves these pain points with intelligent automation and personal, brand-aligned conversations. Ready to see how? Get Started with Gorgias Today and transform support into a revenue driver.

What is Gorgias?

Gorgias is a powerful support ticket software designed to centralize and automate customer support for online merchants. By unifying email, live chat, social media messages, and more into one interface, Gorgias resolves inquiries faster and with greater consistency. Its Conversational AI Agent not only tackles repetitive support tasks but also suggests personalized product recommendations to boost conversions.

Gorgias Overview

Founded in 2015 by Alex and Romain, Gorgias set out with a mission to redefine how eCommerce businesses engage with customers. Starting as a small startup in Montreal, the company grew rapidly, securing multiple funding rounds and expanding its customer base to thousands of online stores worldwide.

Today, Gorgias serves renowned brands across the globe, earning accolades for innovation and customer satisfaction. Its focus on blending sales and support together under one Conversational AI roof has consistently driven cost savings and revenue growth for its users.

Pros and Cons

Pros:

1. Unified Inbox: All channels—email, chat, social media—appear in one dashboard for faster resolution.

2. Conversational AI: Automatically resolves up to 60% of common inquiries, freeing your team for high-value tasks.

3. Sales Recommendations: AI suggests relevant products during support chats, boosting conversions by up to 2.5x.

4. Shopify Integration: Real-time access to orders, inventory, and customer history directly in the helpdesk.

5. Custom Workflows: Automate tagging, routing, and macro responses based on specific criteria.

6. Multi-channel Support: Seamlessly handle tickets from email, live chat, Instagram, Facebook, and SMS.

Cons:

1. Learning Curve: Advanced features require some setup and training.

2. Pricing for High Volume: Growth plans with high ticket volumes can be costly for smaller shops.

Features

Gorgias packs a wealth of tools to elevate your customer support and sales. Here are its standout features:

Conversational AI Agent

Automate responses to FAQs, password resets, shipping inquiries, and more.

• Modify AI behavior to match your brand tone.
• Train the AI on custom intents and product catalog details.
• Track AI accuracy and hand-off tough queries to humans.

Live Chat and Chatbot

Engage shoppers proactively with on-site chat campaigns.

• Reduce bounce rates by up to 37% with targeted chat triggers.
• Bot-driven product recommendations to increase average order value.
• Seamless transfer from bot to live agent for complex issues.

Multi-Channel Ticketing

Consolidate messages from email, SMS, Facebook, Instagram, and more.

• Unified ticket threads for complete conversation history.
• Customizable triggers and automations per channel.
• Real-time notifications and SLAs.

Shopify Integration

Directly view and edit orders, process refunds, apply discounts, and check inventory without leaving Gorgias.

• Instant access to shopper history and order details.
• Create draft orders or upsell complementary products on the fly.
• Update shipping statuses and send tracking info in chat.

Reporting and Analytics

Gain visibility into support performance and ROI.

• Track ticket volume, resolution times, and response rates.
• Monitor AI automation rate and customer satisfaction scores.
• Analyze revenue generated via AI-driven recommendations.

Gorgias Pricing

Gorgias offers tiered plans to fit businesses of every size. Each plan scales based on ticket volume and feature access.

Basic Plan

Price: $60/month
Ideal for small stores handling up to 350 tickets
Highlights:

• Unified inbox
• Up to 3 staff seats
• Basic reporting

Pro Plan

Price: $360/month
Ideal for growing brands with up to 2,000 tickets
Highlights:

• Advanced automations
• Conversational AI Agent
• 10 staff seats and priority support

Advanced Plan

Custom pricing
Ideal for high-volume enterprises
Highlights:

• Dedicated customer success manager
• Unlimited automations and API access
• Custom SLAs and onboarding

Gorgias Is Best For

Whether you’re a boutique brand or a growing enterprise, Gorgias delivers tailored value.

Small Online Stores

Benefit from streamlined ticket management and automated responses to reduce manual workload.

Mid-Market Brands

Scale support without hiring dozens of agents by leveraging AI-powered automations.

Large eCommerce Enterprises

Customize workflows, integrate multiple channels, and maintain top-tier SLAs across global teams.

Benefits of Using Gorgias

• Faster Response Times: Automate routine inquiries to resolve tickets in seconds.
• Increased Conversions: AI-driven product suggestions boost average order value and cross-sell opportunities.
• Reduced Operational Costs: Automating up to 60% of inquiries means fewer support agents are needed.
• Enhanced Customer Satisfaction: Consistent, brand-aligned messaging builds trust and loyalty.
• Actionable Insights: Comprehensive analytics help fine-tune your support and marketing strategies.

Customer Support

Gorgias offers responsive, multi-channel customer support to ensure your success. Their team is available via live chat, email, and phone, guaranteeing fast resolutions for technical inquiries and onboarding assistance.

Additionally, Gorgias provides a robust knowledge base and community forum where you can find tutorials, best-practice articles, and peer-driven insights. Whether you’re implementing advanced automations or optimizing your chat campaigns, expert help is just a click away.

External Reviews and Ratings

Users consistently praise Gorgias for its intuitive interface and powerful AI capabilities. Many highlight how the Shopify integration saves valuable time by surfacing order details without switching tools. Review platforms show average ratings above 4.5 stars, with customers emphasizing improved response times and higher team productivity.

A handful of reviewers note the initial setup complexity and higher pricing on enterprise plans. However, Gorgias addresses these concerns by providing dedicated onboarding specialists and scalable plan options to match your growth trajectory.

Educational Resources and Community

Gorgias maintains an up-to-date blog covering eCommerce support best practices, AI innovations, and case studies. They host regular webinars and live workshops featuring industry experts who share actionable tips for optimizing your customer service workflows.

The Gorgias Community on Slack and the official forum offer peer support, script libraries, and template exchanges. Members collaborate on automation recipes, macro ideas, and new AI use cases—ensuring you’re never alone when fine-tuning your helpdesk strategy.

Conclusion

Delivering exceptional eCommerce support no longer requires a patchwork of tools or long resolution times. Gorgias consolidates every channel, injects Conversational AI into routine tickets, and leverages real-time Shopify data to create a seamless, high-impact experience. Midway through your support journey or at your growth apex, Gorgias scales alongside your needs, driving efficiency and boosting sales in equal measure.

Get Started with Gorgias Today and unlock the full potential of your support team.