Overview

Gorgias is a customer experience platform for ecommerce brands that combines an AI Agent with a helpdesk. It says it powers customer conversations for 40% of Shopify brands and more than 17,000 ecommerce brands globally. Rather than adding third-party AI to a generic helpdesk, Gorgias builds the AI and the inbox as one platform, so automation and human agents share context.

AI Agent

The AI Agent is pre-trained on more than one billion conversations and understands ecommerce, Shopify data and customer intent. You apply your own tone, policies and standard operating procedures, with built-in guardrails. It can resolve routine inquiries, recommend products, upsell and engage shoppers proactively, and it knows when to hand a conversation to a person with full context. Gorgias says it can automate 60% of support.

Helpdesk

The helpdesk brings email, chat, SMS, WhatsApp, Instagram and Facebook into one inbox, with voice support by phone. Agents can cancel orders, apply discounts or upsell inside the conversation and pull up any order, customer or product through the native Shopify integration. Teams can route and assign tickets, and revenue attribution reporting shows how much revenue support generates.

Integrations

Gorgias supports Shopify, BigCommerce, Magento and WooCommerce, and lists more than 300 integrations, including Recharge, Klaviyo, Yotpo, Loop Returns and Attentive. Developer docs cover custom integrations. It describes a direct OpenAI partnership and says it is Shopify-invested.

Onboarding

A 50 in 50 programme aims for 50% automation in 50 days: connect channels, launch in a week, automate at scale by day 21 and drive revenue by day 50. A customer quote from Orthofeet describes passing 50% automation.

Pricing

You can sign up free or book a demo, and pricing is on the pricing page.

Who it suits

It suits Shopify and other ecommerce brands, from growing stores to enterprise, especially in apparel, beauty, subscriptions and food.

Things to consider

ROI figures on the site come from selected customers. Check how AI resolutions affect your bill, review the AI's answers on refunds and policies before full rollout, and make escalation to people easy.

Gorgias also offers a three-minute interactive product tour, an ROI calculator and Gorgias Academy training, which help you evaluate it before a demo.