Gorgias

Fresh88% complete
Customer Service Softwarecustomer_supportgorgias.com

Gorgias is an ecommerce-specialized helpdesk and AI customer support platform that consolidates email, chat, SMS, voice, WhatsApp, Instagram, and Facebook DMs into one inbox with deep native integrations into Shopify, BigCommerce, and Magento — agents can cancel orders, issue refunds, and apply discounts without leaving a ticket. Pricing is ticket-volume-based rather than per-seat, and the AI Agent add-on autonomously resolves routine inquiries at $0.90–$1.00 per resolved conversation. Used by 17,000+ DTC brands positioning support as a revenue channel rather than a cost center.

Products

  • Helpdeskactive

    Omnichannel ticketing inbox with native ecommerce platform integrations and in-ticket order mutation capabilities (cancel, refund, edit, discount).

  • AI Agentactive

    Autonomous LLM-powered agent that fully resolves routine inquiries — WISMO, returns, FAQs — end-to-end without human involvement, with configurable policies, tone, and auto-escalation.

  • Shopping Assistantactive

    Proactive AI chat widget embedded on storefront that guides pre-purchase shoppers through product discovery, answers questions, and makes personalized recommendations.

  • Voiceactive

    Phone support channel integrated into the Gorgias helpdesk with visual IVR call routing and call-to-ticket conversion.

  • SMSactive

    Inbound SMS support channel that routes text messages into the shared helpdesk inbox alongside email, chat, and social channels.

  • Chat 2.0active

    Redesigned chat widget that functions as a full storefront commerce surface — customers can discover products, explore details, and purchase without leaving the chat.

Features

Omnichannel inbox (email, chat, SMS, voice, WhatsApp, Instagram, Facebook)all plansShopify / BigCommerce / Magento / WooCommerce native integrationall plansIn-ticket order actions (cancel, refund, discount, edit)all plansAI Agent autonomous ticket resolutionpaid onlyShopping Assistant proactive AI chatpaid onlyShopping Assistant image analysis for product recommendationspaid onlyReal-time AI coaching for human agentspaid onlyAI summaries on customer timelinepaid onlyAI & Automation analytics dashboardpaid onlyAutomation rules and workflowsall plansTicket routing and auto-assignmentall plansSLA policies with tag and ticket-field filteringpaid onlyBuilt-in multilingual translationpaid onlyVisual IVR call routingpaid onlyRevenue attribution reportingpaid onlyTicket message content export from reporting drill-downspaid onlyStatistics APIpaid onlyMCP (Model Context Protocol) integrationpaid onlyOAuth2 authentication for HTTP integrationsall plans300+ third-party integrations (Klaviyo, Recharge, Yotpo)all plansMulti-store management with store-specific views and reportsenterprise onlyHelp center / knowledge base with AI Agent article controlpaid onlyCSAT trackingpaid only