Gorgias
The Conversational AI platform for Ecommerce.
Executive Summary
Gorgias is a customer support helpdesk built specifically for e-commerce brands, offering deep integrations with platforms like Shopify, BigCommerce, and Magento. It centralizes all customer interactions from various channels into a unified inbox, enabling support teams to respond faster and more efficiently. The platform leverages AI and automation to handle repetitive queries, drive sales, and provide personalized customer experiences, ultimately helping e-commerce businesses scale their support operations and increase revenue.
Use Cases
- Automating responses to frequently asked questions like 'Where is my order?' (WISMO) to reduce agent workload.
- Centralizing customer interactions from all channels (email, chat, social, SMS, voice) for a unified support experience.
- Processing returns, exchanges, refunds, and order modifications directly within the support ticket.
- Driving sales and increasing average order value through proactive chat and AI-driven product recommendations.
- Personalizing customer service by leveraging deep e-commerce data for tailored responses and offers.
- Improving support team efficiency and customer satisfaction through automation, macros, and performance analytics.
Features
Visibility
- Unified Customer Profiles: Access a 360-degree view of every customer, including contact information, order history, and past interactions, directly within the ticket interface.
- Real-time Live Monitoring: Monitor live chat and other support channels to understand customer activity and agent performance in real-time.
- Customizable Ticket Views: Create shared or private ticket views to organize and prioritize inquiries based on urgency, channel, or custom criteria.
- Support Performance Dashboards: Visualize key metrics like response times, resolution rates, and CSAT scores to identify trends and areas for improvement.
- Revenue Statistics: Track the revenue generated or influenced by customer support interactions (available on Pro and Advanced plans).
Intelligence
- AI Agent for Automated Responses: Automate answers to up to 60% of common customer questions, such as 'Where is my order?' (WISMO), 24/7.
- Intent & Sentiment Detection: AI analyzes incoming messages to understand customer intent and sentiment, enabling intelligent routing and prioritization of tickets.
- Automated Macros & Rules: Set up rules and macros to automatically tag tickets, assign them to agents, or send pre-written, personalized responses.
- Proactive Chat Campaigns: Engage customers with targeted chat pop-ups based on browsing behavior to answer questions and drive sales.
- AI-Powered Order Management: AI can handle actions like returns, refunds, order edits, and dynamic discounts directly within conversations.
Support
- Omnichannel Shared Inbox: Manage all customer communications from email, chat, social media, SMS, and voice in a single, centralized platform.
- Self-Service Help Center: Create and manage help centers with unlimited articles, allowing customers to find answers independently and reduce ticket volume.
- Team Collaboration Tools: Facilitate internal communication with private notes and efficient ticket assignment to streamline team workflows.
- Customizable SLA Policies: Define and track Service Level Agreements for first response and resolution times to ensure consistent service quality.
Technical Specifications
- Architecture
- Cloud-native SaaS
- Deployment
- Cloud/SaaS
- Authentication
- SSO, SAML 2.0, MFA, OAuth 2.0
- API Available
- Yes
- MCP Server
- No
Infrastructure
- GCP
AI/ML Stack
- NLP
- Machine Learning
- LLM
Integrations
- Shopify
- BigCommerce
- Magento
- WooCommerce
- Klaviyo
Security & Compliance
Certifications: SOC 2 Type II, GDPR, CCPA
Encryption: Data encryption utilized, encrypted backups
Pricing
- Model
- Ticket-based subscription with additional AI automation and overage costs
- Starting Price
- Starting at $10/month (50 tickets)
- Target Customer
- SMB to Enterprise e-commerce brands
- Contract Type
- Monthly, Annual (with ~16% discount)
- Free Trial
- Yes, 7 days (credit card required)
About gorgias
Gorgias is a conversational AI platform for e-commerce businesses, centralizing customer interactions across channels like email, chat, and social media into a unified helpdesk. It leverages machine learning and AI to automate support inquiries, streamline workflows, and drive sales for over 15,000 brands worldwide.