Gorgias
Ecommerce customer support platform that joins a shared helpdesk inbox with an AI agent for stores.
Gorgias is a customer experience platform for online stores that combines a helpdesk with an AI agent. Gorgias gathers email, chat, SMS, WhatsApp, Instagram and Facebook messages in one inbox, shows Shopify order data beside each conversation, and lets the AI agent resolve routine enquiries and pass the others to human staff.
Best for Ecommerce brands, particularly those on Shopify, that want one inbox for customer conversations and automation of repetitive support tickets.
- Platforms
- Web, API
- Pricing model
- Subscription
- API
- Yes
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Last verified: . Information taken from gorgias.com.
What is Gorgias?
Gorgias is a conversational AI and helpdesk platform made for ecommerce companies. Its inbox collects messages from email, live chat, SMS, WhatsApp, Instagram and Facebook, and displays order, customer and product records from the store next to each ticket. Staff can cancel an order, issue a discount or suggest an additional product from inside the conversation. The AI agent is configured with the brand's tone, policies and procedures, answers shoppers before and after a purchase, and hands a case to a person along with its context when needed. Voice and SMS are sold as add-ons to any plan. Gorgias connects to Shopify, BigCommerce, Magento and WooCommerce, lists more than 300 integrations, and reports on the revenue that support conversations generate. Helpdesk plans are priced by ticket volume, not per agent seat.
Key Features
Omnichannel Inbox
Brings email, chat, SMS, WhatsApp, Instagram and Facebook conversations into a single view.
AI Agent
Answers pre-sale and post-sale questions using the brand's tone and policies, within guardrails the team sets.
Store Data in Tickets
Pulls orders, customers and products from Shopify into the conversation so staff need not switch tools.
In-Conversation Actions
Lets an agent cancel an order, apply a discount or make an upsell without leaving the ticket.
Human Hand-Off
Escalates a conversation from the AI agent to a team member and passes the context along.
Revenue Reporting
Attributes sales to support conversations so teams can see what support contributes.
How Gorgias works
Connect your channels
Link the support channels, migrate existing data and bring the team onto the platform.
Start resolving tickets
Work from the inbox with store context, knowledge and workflows in place, which the site places about a week in.
Automate repetitive requests
Let the AI agent take over the recurring tickets.
Engage shoppers
Use the agent to recommend products and assist visitors who are close to buying.
Screenshots
Use Cases
- Automating Routine Tickets
- Let the AI agent resolve repetitive enquiries that fill the support queue.
- Product Recommendations
- Guide a shopper toward a suitable item during a chat before purchase.
- Order Changes
- Handle a cancellation or discount request directly in the ticket.
- Peak-Season Support
- Manage higher message volumes during sales periods from one inbox.
- Phone and Text Support
- Add voice calls and SMS replies to the same helpdesk used for other channels.
Things to know
- Priced by tickets, not seats
- Helpdesk tiers are defined by the number of tickets per month instead of the number of agents.
- AI agent billing
- The pricing page says the AI agent is charged only when it resolves a conversation.
- Voice and SMS are add-ons
- Phone and text support are added to a plan separately and scale with usage.
FAQs
What is Gorgias?
Gorgias is a customer experience platform for ecommerce brands that combines a helpdesk inbox with an AI agent.
What is Gorgias used for?
Gorgias is used to manage customer conversations from several channels in one place and to automate routine support and sales enquiries for online stores.
Which ecommerce platforms does Gorgias support?
Gorgias lists Shopify, BigCommerce, Magento and WooCommerce, with a native Shopify integration and more than 300 app integrations.
How is Gorgias priced?
Gorgias prices its helpdesk by monthly ticket volume, from 50 to 5,000 tickets, and not per agent. The AI agent is on every plan and charged when it resolves a conversation; see the official pricing page for current rates.
Does Gorgias support phone and SMS?
Yes. Gorgias offers Voice and SMS as add-ons to any plan, priced according to call and text volume.
Does Gorgias have an API?
Gorgias links to developer documentation and custom integrations from its site, alongside an app partner programme.
Which channels does the Gorgias inbox cover?
The Gorgias inbox covers email, chat, SMS, WhatsApp, Instagram and Facebook.
Who it's for
- Ecommerce brands
- Shopify merchants
- Support teams
- CX managers
- Enterprise retailers
Comments
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Listed in the same categories as Gorgias. A starting price appears only where we checked it on the maker’s pricing page; a dash means not checked or not published. All Customer Service tools