Gorgias

What is Gorgias?

Gorgias is a conversational AI and helpdesk platform designed specifically for ecommerce brands. It consolidates customer messages from email, chat, social media, and SMS into one inbox, and pulls in live Shopify order data so agents can take action — process refunds, edit orders, apply discounts — directly from a ticket.

Who is it for?

Gorgias is purpose-built for Shopify merchants and ecommerce brands of all sizes, from DTC startups to large multi-channel retailers. Over 17,000 brands use it, and the entire product experience is optimized around the Shopify ecosystem.

Strengths

• Deep Shopify integration — agents see full order history, can cancel or modify orders, and trigger Shopify macros without leaving the helpdesk.
• Ticket-based pricing — plans are based on monthly ticket volume, not per-agent seat count, which suits seasonal ecommerce spikes.
• AI Agent — handles routine inquiries like order status and returns automatically, with vendors claiming 60% instant resolution rates.
• Unified omnichannel inbox — email, chat, Instagram, Facebook, TikTok, SMS, and voice all in one view.
• Revenue attribution — tracks which support conversations convert to sales, connecting CX investment to revenue.

What to consider

• Ticket-based pricing can scale up quickly during high-volume seasons if overages aren't managed carefully.
• AI Agent is an add-on billed separately at $0.90–$1.00 per automated interaction, which adds up at volume.
• Heavily Shopify-centric; teams on BigCommerce, WooCommerce, or custom platforms get a less seamless experience.

Bottom line

Gorgias is the go-to helpdesk for Shopify brands that want support and sales to work together. If your store runs on Shopify and your team is drowning in order-status tickets, Gorgias will likely pay for itself. Non-ecommerce teams or brands on other platforms should look at more general-purpose alternatives first.