Gorgias

What is Gorgias?

Gorgias is a customer support platform for ecommerce brands that combines a helpdesk with AI automation, designed specifically for Shopify merchants. The platform unifies customer conversations from email, chat, SMS, WhatsApp, Instagram, and Facebook into a single inbox while maintaining full context from Shopify order data and customer history in every interaction.

The core product consists of three components: an AI Agent that handles pre-sale and post-sale conversations, a Support Agent for human team members, and a Shopping Assistant for product recommendations. The AI Agent is pre-trained on over 1 billion ecommerce conversations and understands Shopify-specific data, enabling it to resolve approximately 60% of support inquiries automatically. It can perform in-conversation actions like cancellations, discounts, and upsells without requiring ticket escalation. For conversations requiring human intervention, the platform provides seamless handoffs with full context preserved. Teams can apply custom tone, policies, and standard operating procedures through built-in guardrails to ensure AI responses align with brand standards.

Gorgias integrates natively with Shopify and connects to 300+ third-party applications including Loop Returns, Yotpo, Recharge, Klaviyo, and Bloomreach. The platform includes revenue attribution reporting to measure how much revenue support conversations generate. According to company metrics, Gorgias customers achieve an average 4.2x return on investment, with reported outcomes including 19.2x ROI on AI-driven sales interactions and a 56% automation rate achieved within two months. The platform serves approximately 17,000 ecommerce brands globally, including 40% of Shopify brands.

Pricing operates on a subscription model with tiered plans, and the company offers implementation support with a "50 in 50" program designed to help brands reach 50% automation within 50 days. Competitors in this space include Zendesk, Intercom, and F