Gorgias

Gorgias is the leading customer support platform for ecommerce brands, used by 15,000+ Shopify, BigCommerce, and Magento merchants. Unlike per-seat helpdesks, Gorgias charges by ticket volume with unlimited agents on most plans, meaning costs scale based on monthly conversation count rather than team headcount. This makes Gorgias particularly cost-effective for large support teams compared to per-seat alternatives. Pricing is fully public with both monthly and annual billing (annual saves up to 16%). Starter at $10/month covers 50 billable tickets per month across 3 user seats. Basic at $60/month (or $50/month annually) covers 300 tickets across 500 seats. Pro at $360/month (or $300/month annually) covers 2,000 tickets. Advanced at $900/month (or $750/month annually) covers 5,000 tickets with priority support and dedicated CSM access. Enterprise is custom-quoted for high-volume brands. Overage tickets are charged at $0.40/ticket on Starter and $0.36-$0.40/100 tickets on higher tiers. Gorgias AI Agent is a separate add-on priced at $0.90 per resolved conversation on annual contracts. You only pay when AI Agent fully resolves a conversation without human involvement. AI Agent can execute real Shopify actions mid-conversation: processing refunds, updating shipping addresses, editing orders, checking order status, generating discount codes, and providing product recommendations. This depth of native Shopify action execution is Gorgias's core differentiator from general-purpose AI customer service tools that primarily provide answers without taking action. AI Agent works across email and chat channels. Integration depth is the strongest in the ecommerce customer service category: native Shopify and Shopify Plus (including AI actions directly against the Shopify API), BigCommerce, Magento, WooCommerce, and PrestaShop. Ecommerce stack integrations include Klaviyo, Recharge, Loop Returns, Yotpo, and Postscript. Messaging channels cover email, live chat, Facebook, Instagram, TikTok, WhatsApp, SMS (add-on), and voice (add-on). The Gorgias app library covers 100+ integrations. Notable integration gaps: no native HubSpot CRM integration at the level Intercom provides for B2B SaaS, and no MCP support for AI-native connectivity as of May 2026. Gorgias is not the right fit for B2B SaaS companies, financial services, or multi-brand enterprises with complex SLA and escalation workflows: the platform is purpose-built for ecommerce and lacks the enterprise workflow depth that Zendesk (from $55/agent/month) or Intercom (from $29/seat/month) provide. Teams outside ecommerce will find the ticket-volume model and ecommerce-specific integrations provide little differentiation over general helpdesks. Q2 2026 state: AI Agent covers both email and chat channels. Shopping Assistant skills (proactive sales recommendations, dynamic discount generation) available as part of AI Agent. SOC 2 Type II confirmed for a 4th consecutive year per Trust Center, last audit December 2025. Cross-brand AI learning confirmed in official docs: AI Agent improves from interactions across brands with safeguards to prevent data leakage. Data is not used to train external LLM providers including OpenAI.