What is Gorgias?
Gorgias is an e-commerce customer support platform built specifically for Shopify, WooCommerce, and Magento stores — centralising all customer conversations (email, chat, social DMs) with deep order management integration. AI automates responses to common order questions using actual order data from your store.
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Key Features
Here's what makes Gorgias stand out:
- Shopify Integration — Connects deeply with Shopify, allowing agents to access order details and take actions like refunds directly within the support ticket.
- Unified Inbox — Consolidates emails, live chats, social media messages, and SMS into a single, easy
- AI — Powered Auto
- Customizable Macros — Suggests optimized, pre
- Revenue Tracking — Links support interactions to sales, providing insights into how customer support activity impacts business revenue.
Pros & Cons
✅ Pros
- Highly effective for Shopify-based e-commerce businesses with robust integration capabilities.
- Significantly reduces workload by automating up to 50% of repetitive customer inquiries.
- Streamlines multi-channel communication into one unified workspace for efficiency.
- Provides clear visibility into how support contributes to sales and revenue impacts.
❌ Cons
- Pricing structure may not be suitable for sole proprietors or very small businesses with limited budgets.
- Doesn’t cater well to non-e-commerce industries due to its specific feature set and integrations.
- Customization capabilities can have a learning curve for first-time users unfamiliar with automation tools.
- Limited functionality for niche use cases outside standard support processes or e-commerce workflows.
Our Rating
Who Should Use Gorgias?
Best for: E-commerce brands running on Shopify or WooCommerce who want customer support software that understands their orders, products, and customers — not generic ticketing software retrofitted for retail.
- Automatically answering 'where is my order?' with real tracking data
- Managing returns, refunds, and exchanges from a unified inbox
- Responding to social media DMs alongside email support in one place
- Setting up AI macros for common e-commerce support scenarios
- Tracking support team performance and revenue impact from customer interactions
Gorgias Pricing
| Plan | Price | What's included |
|---|---|---|
| Starter | $10/mo | 50 tickets/mo, 3 users, email and chat, basic automation |
| Basic | $60/mo | 300 tickets/mo, unlimited users, all channels, revenue stats |
| Pro | $360/mo | 2,000 tickets/mo, advanced automation, machine learning routing |
| Enterprise | Custom | Unlimited tickets, custom AI, dedicated support, SLA |
Best Gorgias Alternatives
Depending on your use case, these alternatives may serve you better:
Final Verdict
Gorgias is the strongest customer support tool for e-commerce — the Shopify integration is deeper than Zendesk or Freshdesk, with actual order data powering automated responses. For non-e-commerce businesses, Freshdesk or Intercom are more appropriate. The automation potential for 'where is my order' inquiries alone justifies the cost for high-volume stores.