Gorgias
A specialized helpdesk for e-commerce merchants that centralizes customer support messages.
Detailed Overview
Gorgias is not just a customer support helpdesk; it is an e-commerce revenue engine. Built exclusively for online stores, Gorgias pulls in data directly from Shopify, allowing your support agents to see a customer's entire order history, issue refunds, or cancel orders directly within the chat window. It centralizes emails, Instagram DMs, Facebook comments, and SMS into one unified inbox.
groupWho is this for?
Scaling e-commerce brands that are overwhelmed by customer support requests across multiple channels (Email, IG, FB) and want to speed up resolution times.
check_circleKey Advantages
- doneDeepest Shopify integration on the market (edit orders directly in the ticket)
- doneCentralizes all social media comments and DMs into one inbox
- doneAutomated macros can answer 'Where is my order?' queries instantly
cancelPotential Drawbacks
- closePricing is based on ticket volume, which can get expensive during peak seasons (Black Friday)
- closeSetup and automation rules can be complex to configure initially
paymentsPricing Model
Starts at $10/month for 50 billable tickets. Basic plan is $50/month for 300 tickets.
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In-Depth Review
The Ultimate E-commerce Inbox
Customer support for modern e-commerce is a nightmare of fragmented channels. A customer might complain on a Facebook ad comment, send a follow-up DM on Instagram, and then email your support address—all regarding the exact same order. Traditional helpdesks treat these as three separate tickets, causing agents to duplicate work and frustrate the customer. Gorgias acts as a vacuum, sucking in every single communication channel—Email, Live Chat, SMS, Facebook, Instagram, and even WhatsApp—and consolidating them into one unified, chronological timeline for each specific customer.
Native Shopify Superpowers
What makes Gorgias irreplaceable is its ridiculously deep integration with Shopify. When an agent opens a ticket in Gorgias, a sidebar instantly populates with the customer's entire Shopify profile. The agent can see their lifetime value, their current active orders, tracking numbers, and exact shipping status. More importantly, the agent can issue a refund, duplicate an order, cancel a shipment, or award store credit with one click directly inside the Gorgias dashboard, without ever having to log into the Shopify backend. This eliminates context-switching and cuts resolution times by 50%.
Automating the Tedious
Up to 30% of all e-commerce support tickets are simple 'WISMO' (Where Is My Order?) queries. Gorgias uses machine learning to read the intent of an incoming message. If it detects a WISMO query, it can automatically respond to the customer with a personalized macro that pulls their specific tracking link and ETA directly from Shopify—all without a human agent ever touching the ticket. By automating repetitive queries, your human support team can focus on high-value interactions, like assisting a hesitant buyer with sizing questions and closing a sale.
Turning Support into Sales
Gorgias flips the script on customer service, turning it from a cost center into a profit center. Because agents can see exactly what items are in a customer's cart during a live chat, they can offer highly personalized upsells or provide a 10% discount code on the spot to save an abandoned checkout. Gorgias accurately tracks these interactions, providing a dashboard that shows exactly how much revenue your support team generated through chat, proving the ROI of your customer service operations.
Key Features
Multi-Channel Unified Inbox
Consolidate email, live chat, SMS, phone, Instagram, and Facebook conversations in one unified view.
Direct Shopify Order Editor
Cancel, refund, edit, or track Shopify order shipments directly inside the ticket details screen.
Macro Response Automation
Create smart pre-written templates that auto-fill order statuses and names to resolve tickets in one click.
Customer Reviews
"Great analytics and team management features. It scales perfectly as your e-commerce business grows."
"The Shopify integration is seamless. Agents can refund or edit orders directly from the chat window."
"Gorgias centralizes all our IG, email, and live chat tickets into one dashboard. Our support response time dropped by half."
"Automated rules and macros handle all our 'Where is my order?' questions. It's an absolute lifesaver."