Gorgias

Gorgias is a conversational AI platform for ecommerce that centralizes customer support across email, chat, social, voice, and SMS into one dashboard, automating up to 60% of routine inquiries. It integrates with over 100 ecommerce apps, enables personalized responses using customer data, and provides tools for proactive chat campaigns, ticket management, and detailed analytics to help brands streamline support and drive efficiency

Founded in	2015
Location	🇺🇸 United States
Founders	Romain Lapeyre

Features

Plans

No free plan available for this product.

Starter

$10/month (monthly billing only)

◈ Unified inbox for email, live chat, and social media; basic automation (rules/macros); Shopify & WooCommerce integration; access to 94+ standard app integrations; basic reporting; intent and sentiment detection; chat campaigns; automation add-ons available (extra cost); no phone or SMS support; limited advanced stats.

Basic

$60/month (monthly)

◈ All Starter features plus expanded integrations (BigCommerce support, up to 150 integrations); voice and SMS add-ons available (not included); advanced statistics and reporting; help center with AI chatbot; team management tools; automation add-ons for higher ticket automation (extra cost).

Pro

$360/month (monthly)

◈All Basic features plus Magento integration; revenue tracking and analytics; lower overage costs; higher automation add-on limits; priority support options.

Advanced

$900/month (monthly)

◈ All Pro features; designed for large teams with high ticket volumes; dedicated onboarding support; highest automation add-on limits; priority customer success management.

Enterprise

Custom

◈All Advanced features; tailored onboarding and support; custom integrations and security options; negotiable overage rates; maximum flexibility for large, complex businesses.

Refund Policy

Gorgias lets you manage refunds for customer orders directly through its platform by connecting to your store, but the actual refund is processed through your e-commerce system, not inside Gorgias itself.

Ratings

trustpilot(3.7/5)

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g2(4.6/5)

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capterra(4.6/5)

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Ai Opinion

✦

AI Rating(4.2/5)

Based on reviews from various sources, www.gorgias.com earns a 4.2/5 stars rating.

What users like: Seamless Shopify integration, user-friendly interface, efficient customer service, ability to handle customer care quickly and seamlessly, monthly webinars, "office hours" for installation support, knowledgeable account managers, limitless macro features that easily integrate with Shopify, responsive and supportive account managers, consistent improvements being made.

What users don't like: Lack of a proper spam filter, difficulty in canceling subscriptions, occasional outages, inconsistent social integration performance, generic customer service responses, inability to mass email customers.

Conclusion: Gorgias is highly recommended for its ease of use and integration with other software, but it has some room for improvement in terms of spam filtering and customer service.

Sources:

Expert Opinion

✎

Expert Rating(4.1/5)

After thoroughly testing Gorgias, I found it to be a powerful, all-in-one customer support platform designed especially for e-commerce businesses. The first thing that stands out is the centralized inbox, which brings together emails, chat, social media, and even SMS into a single dashboard. This makes it much easier to manage customer conversations without needing to jump between different tools or tabs. The interface is clean and intuitive, so even new team members can get up to speed quickly, though there is a bit of a learning curve if you are new to omnichannel support systems. Gorgias really shines with its automation features. Macros, triggers, and AI-powered responses help automate up to 60% of customer inquiries, freeing up agents to focus on more complex issues. The platform’s deep integration with Shopify, Magento, and other e-commerce tools means customer order details and history are always at your fingertips, making it easy to provide fast, personalized support. I also appreciated the advanced analytics, which help track team performance and customer satisfaction in real time. One of the highlights during my testing was the ability to manage social media comments and paid ad interactions directly from the same inbox. This is a huge time-saver for brands with an active online presence. The onboarding process is smooth, and the customer support from Gorgias was responsive and helpful when I had questions. However, there are a few drawbacks. The pricing structure is based on the number of tickets rather than users, which can become expensive for growing businesses or those with high support volumes. Additional charges for exceeding ticket limits add up quickly. Some users may also find the initial setup overwhelming, especially if they haven’t used similar platforms before. During my trial, I noticed occasional glitches with integrations and email syncing, though these were usually resolved with help from support. In conclusion, Gorgias is a robust solution for e-commerce brands looking to streamline and automate customer support across multiple channels. Its automation, integrations, and user-friendly design make it a valuable asset for busy support teams. While the price may be a concern for startups or smaller brands, the efficiency gains and time savings can justify the investment for most online stores. For those who need a scalable, feature-rich helpdesk tailored to e-commerce, Gorgias is certainly worth considering.