Gorgias
The customer support helpdesk built specifically for ecommerce — native Shopify integration deep order data access and an AI agent that handles returns exchanges and shipping questions automatically.
Most customer support platforms treat ecommerce as a use case. Gorgias treats ecommerce as the entire product. The integration with Shopify BigCommerce and Magento is deep enough that when a customer messages about their order a support agent sees the full order history refund status tracking information and account details inside the Gorgias ticket without switching to another tab. The AI agent handles the queries that ecommerce teams answer hundreds of times per day — where is my order can I return this how do I exchange a size — by pulling real order data to give a specific accurate answer rather than a generic response. The AI agent is priced at $0.90 per interaction on annual plans or $1.00 monthly. Worth understanding: each AI interaction also counts as a helpdesk ticket at $0.36 to $0.40 additional cost so the actual per-interaction total is closer to $1.26 to $1.40. Helpdesk plans start at $10 per month for Starter. One honest limitation: Gorgias is optimised for ecommerce and specifically for the major ecommerce platforms. Teams outside of Shopify BigCommerce or Magento see less of the deep integration value and should evaluate Freshdesk or Zendesk for more general-purpose support needs. For DTC brands and ecommerce businesses where order-related queries dominate the ticket volume Gorgias is the most purpose-built support platform available.
- Category: Customer Support
- Pricing: Paid
- Rating: 4.5 / 5 (0 reviews)
- Platforms: Web
Key features
- Native Shopify integration — Deep order data access pulling customer order history refund status and tracking into tickets automatically
- AI agent — Handles returns exchanges shipping queries and other repetitive ecommerce questions with real order data
- BigCommerce and Magento integration — Deep ecommerce platform integration beyond Shopify for broader commerce coverage
- Macros and automation — Pre-built response templates and automation rules for common ecommerce query types
- Omnichannel inbox — Email chat SMS social media and phone in one unified helpdesk interface
- Revenue tracking — Attributes support conversation outcomes to revenue generated for ROI measurement
- Statistics dashboard — Response time CSAT first reply time and ticket volume reporting
- Self-service portal — Customer-facing help centre for order tracking and FAQ self-resolution
Pros & Cons
Pros
- Native Shopify integration depth that pulls live order data into tickets is the most practically useful ecommerce support feature in the category
- AI agent handling returns exchanges and shipping questions with real order data produces accurate specific answers rather than generic responses
- Revenue attribution for connecting support interactions to generated revenue is a unique measurement capability for ecommerce teams
- Purpose-built for ecommerce workflows and query types rather than a general helpdesk adapted for ecommerce
- Strong track record with DTC and ecommerce brands reflected in high customer satisfaction ratings
Cons
- AI interaction cost of $0.90 to $1.00 plus an additional helpdesk ticket fee of $0.36 to $0.40 means actual per-interaction cost is $1.26 to $1.40
- Ecommerce specialisation means teams outside Shopify BigCommerce and Magento see significantly less of the integration value
- Not suitable as a general-purpose customer support platform for non-ecommerce businesses where the Shopify-centric feature set is irrelevant
- AI agent performance on non-order queries is less strong than on the order management queries the platform was specifically built for