Gorgias

Gorgias is a conversational AI and helpdesk platform purpose-built for ecommerce brands, unifying customer support and sales into a single tool. Founded in Paris in 2015 by Romain Lapeyre and Alex Plugaru, the company started as a Chrome extension for writing emails faster before pivoting into a full customer service helpdesk once its founders noticed most users were support agents. Now headquartered in San Francisco with offices across Paris, Toronto, Sydney, and Buenos Aires, Gorgias powers customer conversations for roughly 40% of top Shopify brands and more than 17,000 ecommerce merchants worldwide, including Steve Madden, Glossier, Arc'teryx, and TUSHY.

At its core, Gorgias combines a unified omnichannel inbox (email, live chat, SMS, WhatsApp, Instagram, Facebook, and voice) with an AI Agent trained on over a billion ecommerce conversations. Built on a direct OpenAI partnership, the AI Agent can resolve routine tickets end-to-end, act as a proactive shopping assistant that recommends products and nudges conversions, and take real actions inside a conversation like canceling an order or issuing a discount, all pulled from live Shopify order and customer data. The platform reports that it automates around 60% of support inquiries for customers on average, with case studies citing automation rates as high as 56% within two months of launch.

Gorgias differentiates itself from general-purpose helpdesks like Zendesk or Intercom through its deep, native ecommerce integrations. Agents can view a customer's order history, process refunds, edit subscriptions, or apply discount codes without leaving the ticket, and the platform includes revenue attribution reporting that shows exactly how much revenue support conversations generate. Pricing is based on monthly ticket volume rather than number of agent seats, with five tiers ranging from a $10/month Starter plan up to a custom Enterprise tier, and the AI Agent billed separately per resolved conversation.

Gorgias is best suited for Shopify, BigCommerce, Magento, or WooCommerce merchants who want to consolidate multichannel support into one platform and use AI to both resolve tickets and drive incremental sales. Brands with unpredictable, spiky ticket volume should budget carefully around overage fees, and teams needing complex, non-ecommerce workflows may find more general-purpose enterprise helpdesks a better fit.

Gorgias prices its Helpdesk by monthly ticket volume rather than number of agents, with five tiers at monthly billing: Starter at $10/month for 50 tickets (3 user seats), Basic at $60/month for 300 tickets, Pro at $360/month for 2,000 tickets, Advanced at $900/month for 5,000 tickets, and a custom Enterprise tier for 5,000+ tickets with added security and scale features. All plans above Starter include unlimited agent seats. Ticket overages cost $0.32 to $0.40 each depending on tier. The AI Agent is billed separately per resolved conversation at $0.90 (annual billing) to $1.00 (monthly billing), and a fully AI-resolved conversation counts as both a billable helpdesk ticket and an AI resolution. Voice and SMS are available as paid add-ons that scale with usage. Annual billing saves approximately 16% versus monthly.