AI Support
Gorgias
by Gorgias Inc.
108 reviews
AI-powered helpdesk designed specifically for e-commerce with deep Shopify, BigCommerce, and Magento integrations
📌Key Takeaways
- 1Gorgias is a ai support AI agent by Gorgias Inc., founded in 2015.
- 2AI-powered helpdesk designed specifically for e-commerce with deep Shopify, BigCommerce, and Magento integrations
- 3Top strengths: Unified Omnichannel Inbox: Gorgias consolidates every customer communication channel into a single, streamlined inbox that eliminates the need to juggle multiple platforms. Whet...; AI-Powered Response Suggestions: The Gorgias AI engine analyzes your historical support conversations, successful resolution patterns, and brand voice to generate intelligent response....
- 4Rated 4.2/5 based on 108 reviews.
Category
AI Support
Founded
2015
Overview
Gorgias is a comprehensive AI-powered customer support platform engineered specifically for the unique demands of ecommerce businesses. Unlike generic helpdesk solutions, Gorgias was built from the ground up to understand the nuances of online retail—from order tracking and refund requests to product inquiries and shipping issues. The platform serves as a unified command center that consolidates customer conversations from every channel—email, live chat, social media platforms like Facebook and Instagram, SMS, and even phone—into a single, intelligent inbox that eliminates the chaos of managing multiple communication tools. At the heart of Gorgias lies its sophisticated AI engine, which transforms how support teams operate. The platform doesn't just organize tickets; it actively learns from your historical support conversations, brand voice, and successful resolution patterns to suggest contextually relevant responses in real-time. This machine learning capability means that as your team works, the AI becomes increasingly accurate and helpful, reducing response times from minutes to mere seconds while maintaining the personalized touch that customers expect from their favorite brands. Gorgias integrates seamlessly with the major ecommerce platforms that power online retail—Shopify, Shopify Plus, WooCommerce, Magento, and BigCommerce—pulling in critical customer data like order history, shipping status, and purchase patterns directly into the support interface. This deep integration eliminates the need for agents to switch between systems, enabling them to view complete customer profiles, process refunds, modify orders, and apply discount codes without ever leaving the Gorgias dashboard. The platform scales elegantly from small boutique shops handling dozens of tickets daily to enterprise retailers managing thousands of customer interactions across global markets. With features including intelligent ticket routing, automated response workflows, comprehensive knowledge base management, real-time analytics dashboards, and revenue attribution tracking, Gorgias empowers support teams to transform customer service from a cost center into a genuine revenue driver. Businesses using Gorgias report handling 3-5x more tickets per agent while simultaneously improving customer satisfaction scores and converting support interactions into additional sales opportunities.
🎯 Key Differentiator
AI-ExtractedAI-powered automated responses that learn from your support history and suggest contextually relevant answers to customer inquiries in real-time
Gorgias uses machine learning trained on your historical support conversations to generate intelligent response suggestions that maintain brand voice and accuracy. The AI learns from agent corrections and feedback, continuously improving suggestion quality over time. According to Gorgias customer data, this reduces response time from minutes to seconds and allows agents to handle 3-5x more tickets daily compared to manual support. The AI can automatically resolve up to 60% of repetitive tickets without human intervention, including order status inquiries, shipping updates, and return requests.
This differentiator was AI-extracted from competitive research.
Claim this page to verify and unlock →Last verified: January 27, 2026
Key Features
Unified Omnichannel Inbox
Gorgias consolidates every customer communication channel into a single, streamlined inbox that eliminates the need to juggle multiple platforms. Whether customers reach out via email, live chat on your website, Facebook Messenger, Instagram DMs, Twitter, SMS, or phone, all conversations flow into one centralized dashboard. Each ticket displays the complete conversation history across all channels, so agents never lose context when customers switch from chat to email. The inbox features smart filtering, tagging, and prioritization tools that help teams focus on urgent issues first while ensuring no customer inquiry falls through the cracks. Agents save 2-3 hours daily by eliminating platform switching and can provide consistent, context-aware responses regardless of how customers choose to reach out.
AI-Powered Response Suggestions
The Gorgias AI engine analyzes your historical support conversations, successful resolution patterns, and brand voice to generate intelligent response suggestions in real-time. When an agent opens a ticket, the AI instantly surfaces relevant suggested responses based on the customer's inquiry, order history, and previous interactions. The system uses natural language processing to understand customer intent—whether they're asking about shipping, requesting a refund, or inquiring about product details—and provides tailored suggestions that agents can send with one click or customize as needed. The AI continuously learns from agent feedback and corrections, becoming more accurate over time. Reduces average response time by up to 80% while maintaining personalized, on-brand communication that customers appreciate.
Deep Ecommerce Integrations
Gorgias connects directly with major ecommerce platforms including Shopify, Shopify Plus, WooCommerce, Magento, and BigCommerce to pull comprehensive customer data into every support interaction. Agents see complete customer profiles including order history, shipping status, lifetime value, previous support tickets, and browsing behavior—all without leaving the Gorgias interface. Beyond viewing data, agents can take direct actions: process refunds, cancel or modify orders, apply discount codes, update shipping addresses, and create new orders. This bidirectional integration eliminates the need for agents to access multiple systems and dramatically speeds up resolution times. Agents resolve tickets 40% faster by having all customer information and action capabilities in one place, improving both efficiency and customer satisfaction.
Automated Ticket Workflows
Gorgias enables support teams to create sophisticated automation rules that handle repetitive tasks and route tickets intelligently. Using a visual rule builder, teams can set up automations based on ticket content, customer attributes, order status, or any combination of conditions. Common automations include auto-tagging tickets by topic, routing VIP customers to senior agents, sending instant responses to frequently asked questions, and escalating urgent issues. The platform can automatically resolve up to 60% of common inquiries—like 'where is my order?' or 'what's your return policy?'—without any human intervention, freeing agents to focus on complex issues that require personal attention. Teams automate 40-60% of repetitive tickets, allowing agents to focus on high-value interactions that drive customer loyalty and revenue.
Revenue Attribution & Analytics
Gorgias tracks the direct revenue impact of customer support interactions, providing clear visibility into how support drives sales. The platform attributes revenue to specific tickets, agents, and channels, showing exactly how much money was generated through support-assisted purchases, upsells, and retained customers who might have churned. Comprehensive analytics dashboards display key metrics including first response time, resolution time, customer satisfaction scores, ticket volume trends, and agent performance. Teams can identify bottlenecks, optimize workflows, and demonstrate the ROI of their support operations with concrete data that resonates with leadership. Support teams can prove their value as a revenue center rather than a cost center, with customers reporting an average of 5% revenue increase attributed to support interactions.
Pros & Cons
Pros
- +Unified Omnichannel Inbox: Gorgias consolidates every customer communication channel into a single, streamlined inbox that eliminates the need to juggle multiple platforms. Whet...
- +AI-Powered Response Suggestions: The Gorgias AI engine analyzes your historical support conversations, successful resolution patterns, and brand voice to generate intelligent response...
- +Deep Ecommerce Integrations: Gorgias connects directly with major ecommerce platforms including Shopify, Shopify Plus, WooCommerce, Magento, and BigCommerce to pull comprehensive...
- +Automated Ticket Workflows: Gorgias enables support teams to create sophisticated automation rules that handle repetitive tasks and route tickets intelligently. Using a visual ru...
- +Revenue Attribution & Analytics: Gorgias tracks the direct revenue impact of customer support interactions, providing clear visibility into how support drives sales. The platform attr...
Cons
- −AI-generated content requires human review to ensure accuracy and brand voice consistency.
- −Initial setup and integration may require technical resources or onboarding support.
- −Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.
Use Cases
Explore all AI Support use cases →AI SDR: Automated Outbound Prospecting→
Sales teams spend hours manually researching prospects, finding contact information, and crafting personalized outreach messages. This manual process limits the volume of outreach and reduces time available for high-value activities like closing deals.
Lead Qualification and Scoring→
Sales reps waste time chasing unqualified leads, resulting in low conversion rates and inefficient resource allocation. Manual lead scoring is inconsistent and doesn't adapt to changing buyer signals.
Frequently Asked Questions
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Last updated: Jan 27, 2026