Gorgias

• AI Agent for automated customer support and shopping assistance
• Unified omnichannel inbox for customer conversations
• AI-powered ecommerce helpdesk and ticket management
• Shopify integration with access to customer and order data
• Automations, rules, macros, and workflow management
• Voice and SMS customer communication through paid add-ons
• Customer data and conversation context in a centralized workspace
• Revenue and customer support performance analytics
• AI-powered product recommendations and pre-purchase assistance
• Gaia conversational AI for helpdesk tasks and account optimization

Gorgias

Gorgias is an AI-powered customer experience platform designed specifically for ecommerce brands. The platform combines customer support, artificial intelligence, ecommerce data, automation, analytics, and customer conversations in a unified environment. Gorgias is designed to help brands manage customer interactions before, during, and after purchases while connecting conversations with relevant customer and order information.

AI Customer Support

Gorgias includes an AI Agent designed to automate customer conversations across supported channels. The AI can answer questions using a brand’s products, policies, and other available information while handling routine support requests. The platform also supports AI-powered shopping assistance for customers seeking product information or recommendations.

AI Agent

Gorgias AI Agent is designed around two primary customer experience roles. Shopping Assistant supports shoppers before a purchase with product questions and recommendations, while Support Agent handles post-purchase requests such as order tracking, returns, refunds, and order-related questions. AI Agent can also perform supported actions rather than only generating text responses.

Unified Helpdesk

The Gorgias Helpdesk brings customer conversations into a centralized workspace. Teams can manage tickets and conversations from channels including email, live chat, contact forms, and connected social channels. Phone and SMS capabilities are also available through additional products, allowing businesses to manage more customer interactions from the same platform.

Omnichannel Customer Conversations

Gorgias supports customer communication across multiple channels and provides a unified view of conversations. The platform can connect email, chat, social messaging, and other communication channels so support teams can manage customer requests without switching between separate systems for every interaction.

Shopify Integration

Gorgias is built for ecommerce businesses and provides integration with Shopify. The integration connects customer conversations with ecommerce information, allowing support teams to access relevant customer and order context while handling requests. Gorgias describes its Shopify integration as a core part of its ecommerce-focused platform.

Customer Data and Context

The platform brings customer information and conversation history into the support workflow. By connecting customer interactions with ecommerce data, Gorgias gives support teams access to contextual information that can help them understand requests and respond without repeatedly asking customers for details already available in connected systems.

Automation and Workflows

Gorgias provides automation features for handling repetitive customer support processes. Teams can create rules, macros, and automated workflows to categorize, route, prioritize, or respond to customer requests. Automation can help support teams manage larger conversation volumes while reserving human attention for requests that require individual handling.

Gaia AI Assistant

Gaia is a conversational AI feature built directly into Gorgias. It can help authorized users search, tag, and organize tickets, analyze account information and reports, and work with elements such as rules and macros. Gaia can prepare changes and request approval before making supported updates within the helpdesk.

Voice and SMS

Gorgias provides Voice and SMS as additional products for customer communication. These capabilities allow ecommerce teams to extend customer support beyond traditional digital messaging channels. Voice and SMS usage are billed separately from the core helpdesk subscription according to usage and applicable plan rates.

Revenue Analytics

Gorgias provides reporting and analytics designed to connect customer conversations with business outcomes. The platform can track metrics such as conversations converted, conversion rate, sales influenced, revenue influenced, orders influenced, and average order value, helping ecommerce teams examine how customer interactions contribute to revenue.

AI-Powered Shopping Assistance

Gorgias supports pre-purchase customer interactions through its Shopping Assistant capabilities. The AI can answer product questions and provide recommendations based on information available from the brand. This functionality is intended to help shoppers obtain relevant information during the discovery and purchase stages.

Post-Purchase Support

Gorgias AI Agent can support post-purchase customer requests involving areas such as order tracking, returns, refunds, and order changes. The system can use connected ecommerce information to provide responses and perform supported actions, while conversations that require human involvement can be transferred to support teams.

Knowledge and Brand Training

Gorgias AI Agent can be grounded in a brand’s own products, policies, and tone of voice. This allows ecommerce businesses to configure AI interactions around their specific customer experience requirements instead of relying only on generic responses. Teams can also review and improve their knowledge and automation setup.

Customer Support Analytics

Gorgias provides reporting tools for examining support activity and customer conversations. Teams can use analytics to understand conversation volume, automation performance, support operations, and revenue-related outcomes. These reporting capabilities are designed to give ecommerce organizations greater visibility into customer experience operations.

Ecommerce Integrations

Gorgias is designed to connect with ecommerce stores and other business applications used by customer support teams. Its ecosystem includes integrations for ecommerce, marketing, communication, and other business functions. The exact integrations available can vary as the platform and its app ecosystem develop.

Customer Experience Platform

Gorgias positions its platform as more than a traditional support ticketing system by combining helpdesk functionality, AI, customer data, automation, and revenue-related analytics. Its focus is on ecommerce brands that want to manage customer conversations throughout the shopping journey while connecting support activity with business information.

Company Background

Gorgias states that it was founded in Paris in 2015. The company initially developed a Chrome extension that helped users write emails faster with templates. After discovering that many users were support agents, the company shifted its focus toward building a customer support helpdesk for businesses. Gorgias later developed its platform around ecommerce customer experience and AI-powered conversations.

Frequently Asked Questions

What is Gorgias?

Gorgias is an AI-powered customer experience platform designed for ecommerce brands. It combines helpdesk functionality, AI agents, automation, customer data, omnichannel communication, and analytics in one platform.

Who is Gorgias designed for?

Gorgias is designed primarily for ecommerce brands and their customer support, customer experience, and commerce teams. The platform is particularly focused on businesses using Shopify and other ecommerce technologies.

Does Gorgias provide AI customer support?

Yes, Gorgias provides an AI Agent that can automate supported customer conversations, answer questions, provide shopping assistance, and handle certain post-purchase requests.

Does Gorgias integrate with Shopify?

Yes, Shopify integration is a core part of Gorgias. The integration connects customer conversations with relevant ecommerce information such as customer and order data.

Can Gorgias automate customer support?

Yes, Gorgias provides AI automation as well as rules, macros, and workflows that can automate repetitive customer support processes and help teams manage conversation volume.

Does Gorgias support multiple communication channels?

Yes, Gorgias supports channels including email, live chat, contact forms, and connected social channels. Voice and SMS are also available as additional products.

Does Gorgias provide customer support analytics?

Yes, Gorgias provides reporting and analytics for customer conversations, support activity, automation, and revenue-related metrics such as sales and orders influenced by conversations.

Does Gorgias offer a free trial?

Yes, Gorgias currently offers a 7-day free trial for its platform.

Does Gorgias publish standard pricing?

Yes, Gorgias publishes pricing for its plans. The Starter plan begins at $10 per month, while higher plans have higher monthly prices and Enterprise pricing is customized. AI Agent uses additional outcome-based pricing for conversations resolved by the AI.

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