Gorgias is a customer support platform designed specifically for e-commerce merchants. It consolidates customer inquiries from multiple channels — including email, live chat, SMS, Instagram, Facebook, and voice — into a unified helpdesk interface. The platform uses AI-driven automation to handle repetitive support tickets, suggest responses, and route conversations, allowing support teams to focus on complex or high-value interactions. Gorgias integrates deeply with Shopify, Magento, and BigCommerce, pulling in order data, shipping status, and customer history directly within the ticket view so agents can take actions like refunds or order edits without leaving the platform. It offers macros, rules-based automation, and revenue statistics to help teams measure the business impact of support interactions. Gorgias is used by direct-to-consumer brands ranging from small Shopify stores to larger e-commerce operations seeking to scale their customer experience without proportionally scaling headcount.
Target audience and deployment
- Startup
- SMB
- Mid-market
- Cloud
- Browser extension
- API
Key features
Use cases
- Centralize multi-channel customer support
- Automate repetitive customer inquiries
- Integrate order management into support tickets
- Measure revenue impact of customer support
- Scale support with AI-assisted responses
- Manage social media customer interactions
Best for
- E-commerce support teams who need to manage high ticket volumes across multiple channels from one platform
- Shopify merchants who need to resolve customer issues without switching between their store admin and support tools
- Customer experience managers who need to measure the revenue impact of their support operations
- Small to mid-sized DTC brands who need to automate repetitive support tasks to scale efficiently
Integrations
Automation platforms
Klaviyo, Zapier, Attentive
Communication
Slack, SMS
E-commerce
Shopify, BigCommerce, Magento, WooCommerce, Recharge
Marketing
Klaviyo
Customer support
Yotpo
Other
Instagram, Facebook, WhatsApp