Gorgias

What is Gorgias?

Gorgias revolutionizes e-commerce customer support by combining automation with human touch. The platform integrates deeply with major e-commerce platforms like Shopify, Magento, BigCommerce, and Salesforce Commerce Cloud, pulling in order data, customer history, and product information to provide context-rich interactions. Its AI-powered automation handles up to 50% of incoming tickets autonomously, including inquiries about order status, returns, exchanges, and shipping delays. The AI is trained on your business-specific knowledge base and previous conversations, ensuring responses are accurate and on-brand. For more complex issues, tickets are seamlessly escalated to human agents with full context, reducing resolution time. Gorgias also offers multi-channel support across email, live chat, SMS, social media (Facebook, Instagram, Twitter), and voice. Advanced features include macros, tags, satisfaction surveys, and detailed analytics to track performance. The platform supports collaboration with internal notes, SLAs, and automations. For e-commerce brands looking to improve customer experience while reducing costs, Gorgias provides a proven solution that scales from small stores to large enterprises. Pricing starts at $60/month but the $360 figure likely refers to a higher-tier plan with more features and contacts.

Use Cases

Key Features

AI-powered auto-replies for common queries Omnichannel support (email chat SMS social) Deep integrations with Shopify Magento BigCommerce etc. Knowledge base training for AI accuracy Real-time order and customer data in ticket context Collaboration tools (notes tags SLAs) Behavior-based automations and macros Analytics dashboard with CSAT and response time tracking

Who is it for?

E, commerce customer support teams, online store owners, and CX managers looking to automate repetitive inquiries and improve response times.

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