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Gorgias

Paid
e-commercecustomer supporthelpdesklive chatautomationshopifyomnichannelcustomer servicedtcsupport desk

Gorgias is a customer service helpdesk built specifically for e-commerce brands, centralizing all support conversations and customer data to enable fast, personalized, and revenue-driving interactions across every channel.

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Gorgias is a comprehensive customer support platform designed from the ground up for e-commerce businesses, particularly those on Shopify, BigCommerce, and Magento. It unifies customer communications from email, live chat, social media, SMS, and voice into a single agent dashboard. Unlike generic helpdesks, its key value lies in the deep integration with e-commerce backends, allowing support agents to view, edit, and refund orders without leaving the ticket view. This context enables powerful automation for common inquiries like order status, ultimately reducing response times and transforming customer service from a cost center into a revenue driver. Gorgias empowers support teams to not only solve problems efficiently but also to proactively engage customers and increase sales.

Pros

  • Deep native integration with Shopify and other e-commerce platforms allows agents to view and manage order data directly within support tickets.
  • Powerful automation through 'Macros' and 'Rules' can automatically answer common questions like 'Where is my order?' using live customer data.
  • Centralizes all customer communication from email, live chat, SMS, and social media (Facebook, Instagram) into a single unified view.
  • Features are designed to generate revenue, such as proactive live chat campaigns and tracking conversions attributed to support interactions.
  • Highly extensible with a rich ecosystem of third-party app integrations.

Cons

  • The ticket-based pricing model can become very expensive for high-volume stores or during peak shopping seasons.
  • The interface can feel cluttered and overwhelming for new users due to the density of information and features.
  • Initial setup of advanced automation and rules can have a steeper learning curve compared to simpler helpdesks.
  • Built-in reporting and analytics, while useful, may lack the depth and customization of dedicated business intelligence (BI) tools.

Key features

  • Omnichannel Ticket Management
  • Deep E-commerce Integration (Shopify, BigCommerce, Magento)
  • Rule-Based Automation & Macros
  • Live Chat & Proactive Chat Campaigns
  • Self-Service Help Center
  • SMS & Voice Support
  • Satisfaction (CSAT) Surveys
  • Revenue Statistics & Conversion Tracking

Integrations

ShopifyBigCommerceMagento (Adobe Commerce)KlaviyoAttentiveYotpoRechargeSlackFacebook MessengerInstagram DMs

Target audience

E-commerce merchants, customer support managers, and support agents at direct-to-consumer (DTC) brands using platforms like Shopify, BigCommerce, or Magento.

Ratings & Reviews

0.0

Based on 0 reviews

Key Metrics

Active Users

12,000+ brands

Founded

2015

Headquarters

San Francisco, USA

Pricing Tiers

Starter

For emerging brands. Includes 300 monthly tickets and core features like social media integration. Price reflects annual billing; monthly billing is $60/mo.

$50/mo

Pro

For growing businesses. Includes 2,000 monthly tickets, plus revenue statistics and customer satisfaction surveys. Price reflects annual billing; monthly billing is $300/mo.

$250/mo

Advanced

For scaling businesses. Includes 5,000 monthly tickets, plus dedicated onboarding and phone support. Price reflects annual billing; monthly billing is $900/mo.

$750/mo

Enterprise

For large-scale operations. Includes a custom ticket volume, dedicated success manager, custom reporting, and custom integrations.

Custom

Frequently Asked Questions

Top Alternatives to Gorgias

Zendesk

A powerful, general-purpose customer service suite that is more customizable for enterprise needs but lacks Gorgias's out-of-the-box e-commerce focus.

Intercom

A conversational platform better suited for teams prioritizing proactive marketing and sales engagement over a pure, high-volume support ticket workflow.

Help Scout

A simpler and more affordable helpdesk ideal for teams wanting a clean, collaborative inbox without the deep e-commerce data integrations of Gorgias.

Richpanel

A direct competitor focused heavily on AI-powered self-service and automation, chosen by brands aiming to deflect a majority of support queries before they reach an agent.

Ready to get started?

Join thousands of users and see how Gorgias can transform your workflow today.

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