Gorgias

Gorgias is a customer experience and support platform built specifically for ecommerce brands. The software unifies an AI agent with an omnichannel helpdesk into a single system to manage customer interactions across sales and support channels.

The platform integrates natively with ecommerce ecosystems like Shopify and BigCommerce alongside stack tools such as Klaviyo and Recharge. It allows customer service agents and AI tools to access store data, order history, and live inventory directly alongside customer conversations.

Gorgias automates routine customer inquiries such as order tracking, returns, and pre-sale product recommendations while escalating complex cases to human support staff. It aims to lower response times and help online retailers generate additional revenue through conversational commerce.

Key features

• Omnichannel inbox: Centralizes customer conversations from email, live chat, SMS, WhatsApp, Instagram, and Facebook into a single view.
• Native Shopify integration: Pulls order history, customer details, and inventory status directly into conversation tickets without context switching.
• Ecommerce AI agent: Answers pre-sale and post-sale questions, provides product recommendations, and handles routine tickets automatically.
• In-conversation actions: Enables support staff and AI to edit orders, issue discounts, or process cancellations directly within active threads.
• Revenue attribution reporting: Tracks online sales and average order value increases generated through support and AI interactions.
• Guardrails and rules: Configures tone of voice, business policies, and custom workflows to maintain brand standards across automated responses.