Gorgias
Gorgias provides a unified help desk for ecommerce businesses, merging customer messages, order data, and AI‑driven answers into a single interface.
About this tool
Gorgias centralises all incoming customer communications—email, chat, social media—into a single inbox, allowing support agents to see the full context of each interaction. By linking directly to order data, agents can resolve issues without switching tools, improving response speed and accuracy for online retailers.
The platform adds an AI agent that drafts answers to common questions and analyses shopper behaviour to suggest personalised messages. It also records the revenue generated from each conversation, giving businesses a clear view of how support contributes to sales.
What you can do
Unified Inbox
All customer messages are aggregated into one dashboard, removing the need to toggle between email, chat, and social channels while preserving order details for quick reference.
AI‑Powered Answering
An artificial‑intelligence assistant suggests replies to frequent queries, allowing agents to approve or edit responses before they are sent, which speeds up handling time.
Revenue Attribution
Each support interaction is linked to sales data, enabling teams to calculate the direct monetary impact of their assistance and identify high‑value tickets.
Who is it for?
- A support team uses the unified inbox to answer order‑status requests, pulling order numbers directly from the integrated ecommerce platform to provide instant updates.
- Marketing staff reviews AI‑suggested messages that target shoppers showing abandonment signals, sending personalised offers that encourage checkout completion.
- Finance analysts examine revenue tracking reports to quantify how many sales were closed after a support conversation, informing budget allocations.
Before you choose
Investigate whether the AI answer suggestions can be customised to match brand tone and compliance requirements.
Confirm the depth of integration with each ecommerce platform, especially regarding real‑time order data synchronization.
Frequently asked questions
How does Gorgias connect to my existing ecommerce store?
Gorgias offers built‑in connectors for Shopify, BigCommerce, and Magento. After installing the appropriate app, the system syncs order histories, customer profiles, and inventory data, allowing agents to view and act on this information directly from the help desk.
Can the AI agent handle complex support scenarios?
The AI agent is designed to draft responses for common, repetitive questions such as shipping policies or return procedures. For more nuanced issues, agents review and edit the suggested reply before sending, ensuring accuracy while still benefiting from time‑saving suggestions.
What metrics are available for measuring support‑driven revenue?
Gorgias records the monetary value of each conversation by linking tickets to completed orders. Reports can show total revenue attributed to support, average order value per ticket, and conversion rates for proactive outreach campaigns.
Check the official website for current features, pricing, and terms.
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