Try Gorgias
Overview
Gorgias is the leading AI-powered customer support platform purpose-built for e-commerce, with particularly deep integration with Shopify. Founded in Paris in 2015, Gorgias has grown to serve over 15,000 e-commerce merchants including Steve Madden, THINX, and Olipop. Its platform centralizes customer support across email, chat, social media DMs, and SMS, with AI automation that handles order inquiries, returns, and product questions — the most common e-commerce support scenarios.
Gorgias' strength is its e-commerce DNA. Every feature is built around the needs of online retailers: one-click order lookup, automated returns processing, social media comment management, and AI that understands product catalogs and shipping status. The Shopify integration is industry-leading — agents can see full order history, issue refunds, and update orders without leaving the Gorgias interface.
In 2026, Gorgias has expanded its AI automation capabilities significantly, with "Automate" handling a growing percentage of tickets without human intervention. The platform's AI is trained on e-commerce support patterns, making it more effective for common scenarios like "where is my order" and "I want to return this" than general-purpose AI tools.
Key Features
Shopify-Native Integration
Deep Shopify integration: view orders, issue refunds, update shipping addresses, and cancel orders directly within Gorgias. No tab switching required.
E-commerce AI Automation
AI handles "where is my order," return requests, and product questions automatically. Trained specifically on e-commerce support patterns.
Omnichannel Inbox
Unified inbox for email, live chat, Facebook/Instagram DMs, SMS, and voice. Manage all customer conversations in one interface.
Revenue Attribution
Track how support interactions drive or prevent revenue. See which conversations lead to purchases and which result in returns.
Macros & Rules Engine
Create automated response templates (macros) and rules-based automation to handle common scenarios consistently at scale.
Social Media Management
Monitor and respond to product comments and DMs on Facebook and Instagram. Never miss a customer complaint or sales opportunity in social.
Pros & Cons
Advantages
- Best platform for Shopify e-commerce
- Strong AI automation for e-commerce scenarios
- Excellent revenue attribution tracking
- 15K+ merchant customer base
- Great social media management
- Fast setup for e-commerce teams
Disadvantages
- Less suitable for non-e-commerce use cases
- Pricing scales with ticket volume (can get expensive)
- Some features require higher-tier plans
- Less powerful AI than newer AI-native platforms
Pricing Plans
| Plan | Price | Tickets/mo | Key Features |
|---|---|---|---|
| Starter | $10/mo | 50 | 3 users, email + chat |
| Basic | $60/mo | 300 | All channels, basic automation |
| Pro | $360/mo | 2,000 | Advanced AI, full automation |
| Advanced | $900/mo | 5,000 | Enterprise features |
Best Use Cases
Gorgias Excels At:
- Shopify and WooCommerce e-commerce stores
- DTC brands with high order inquiry volume
- E-commerce teams managing social + email + chat support
- Revenue-focused support operations
May Not Be Ideal For:
- B2B SaaS companies
- Non-e-commerce businesses
- Large enterprises needing complex customization
How It Compares
Gorgias vs Zendesk
Zendesk is more powerful and flexible for complex enterprises. Gorgias wins for e-commerce — especially Shopify stores — with deeper commerce integration and e-commerce AI.
Gorgias vs Freshdesk
Freshdesk is a good general-purpose helpdesk. Gorgias is far superior for e-commerce with its Shopify integration and commerce-specific AI automation.
Final Verdict
Our Recommendation
Gorgias is the definitive AI customer support platform for e-commerce. If you're running a Shopify store or DTC brand, no other platform matches the depth of Gorgias' commerce integration, e-commerce AI automation, and revenue attribution. The platform has matured significantly since 2015 and its AI automation now handles the majority of common order-related inquiries automatically. For e-commerce brands looking to scale support without scaling headcount, Gorgias is the obvious choice.