Gorgias

What is Gorgias?

Gorgias is a comprehensive customer support platform tailored for ecommerce businesses. It unifies all customer interactions from email, live chat, social media, SMS, and voice into a single helpdesk, enabling support teams to deliver faster, more personalized service. The platform leverages AI to automate up to 60% of repetitive inquiries, freeing agents to focus on high-value conversations that drive customer loyalty and increase conversions. Deep integrations with major ecommerce platforms like Shopify allow agents to view and manage orders directly within tickets, streamlining workflows and improving resolution times. Gorgias also offers marketing tools to engage shoppers proactively and increase website conversion rates.

Key Features

• Omnichannel Support

  Centralizes customer interactions from email, live chat, social media, SMS, and voice into one unified inbox for seamless support management.

• AI-Powered Automation

  Automates up to 60% of customer inquiries with AI-driven responses and custom automation rules, reducing agent workload and speeding up resolutions.

• Ecommerce Platform Integration

  Deep integration with Shopify, Magento, BigCommerce, and others allows agents to access and manage orders, refunds, and customer data without leaving the helpdesk.

• Macros and Templates

  Reusable, dynamic response templates that include customer-specific variables to deliver fast, personalized replies.

• Self-Service Help Center

  Customizable FAQ and help center that deflects common tickets by providing instant, searchable answers and order management tools.

• Marketing Suite

  Tools for proactive chat campaigns and AI-driven product recommendations to reduce bounce rates and increase conversions.

Use Cases

• Ecommerce Customer Support : Manage all customer support channels in one platform, improving response times and customer satisfaction for online retail businesses.
• Order Management : Support agents can issue refunds, cancel or create orders, and check stock availability directly within the helpdesk, streamlining workflows.
• Automated Customer Service : Use AI to handle repetitive questions 24/7, such as order status and return policies, freeing agents to focus on complex inquiries.
• Sales and Marketing Engagement : Leverage AI-powered chat campaigns and personalized product recommendations to increase website conversion rates and average order value.
• Team Collaboration : Internal notes, ticket assignments, and shared inbox features enhance team coordination and efficiency.

FAQs