Gorgias
Gorgias empowers ecommerce brands to grow through AI-powered customer experience. Its platform brings customer conversations, customer data, workflows, and AI Agent together so brands can automate support and use CX to drive revenue and loyalty.
At a Glance
- Small and mid-market ecommerce brands
- Enterprise ecommerce brands
- Shopify merchants
- BigCommerce merchants
- +6 more
AI Tools by Gorgias
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Gorgias
Ecommerce Helpdesk with AI Agent
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Latest News
Gorgias published its AI Agent Benchmark, testing ecommerce AI agents on 200+ live stores with blind scoring, a public rubric, and a rolling 90-day vendor ranking.
Gorgias launched Gaia for Zendesk, a free Chrome extension that audits Zendesk ticket history and drafts AI-agent configuration recommendations.
Gorgias announced the AI Agent 2.0 launch webinar, highlighting the next generation of its ecommerce AI Agent.
Gorgias introduced its conversational-AI direction, with AI Agent on chat and email, ecommerce actions, Auto QA, AI Agent reporting/insights, and a forthcoming Shopping Assistant.
Products & Services
Ecommerce-focused helpdesk and unified inbox for email, chat, phone, SMS, WhatsApp, Instagram, Facebook, and other customer channels, with customer/order context, routing, collaboration, reporting, and automation.
Autonomous ecommerce AI teammate that answers support and shopping questions using a brand's knowledge, data, integrations, tone, and rules; it can take actions in connected apps and hand off to humans with context.
Automation suite for self-service and customer-experience workflows, including automated answers, flows, and actions intended to resolve repetitive questions and reduce support workload.
Conversational shopping experience that helps shoppers discover products, answer pre-sale questions, make recommendations, and move toward purchase.
Market Position
Gorgias positions itself as an ecommerce-native conversational-AI and CX platform rather than a generic helpdesk with a bolted-on chatbot. Its differentiation is the combination of a unified support inbox, native Shopify and ecommerce data, ecommerce-specific AI trained on conversations, actions across connected apps, and revenue-oriented shopper engagement. Comparable alternatives include Zendesk, Salesforce Service Cloud, Intercom, Kustomer, Gladly, Richpanel, Re:Amaze, and Freshdesk.
Leadership
Founders
Romain Lapeyre
HEC Paris alumnus; co-founder and CEO of Gorgias. He leads the company's ecommerce customer-experience and conversational-AI strategy.
Alex Plugaru
Co-founder and technology leader/CTO of Gorgias; he co-created the original product and helped build the company's ecommerce helpdesk and AI platform.
Executive Team
Romain Lapeyre
Co-founder and Chief Executive Officer
HEC Paris alumnus and co-founder; leads Gorgias's company and product strategy.
Alex Plugaru
Co-founder and Chief Technology Officer
Co-founder and technology leader responsible for the platform's technical direction.
Board of Directors
Founding Story
Gorgias was founded in Paris in 2015. It began as a Chrome extension intended to help people write emails faster with automation; after the founders saw that most users were support agents, they pivoted toward a dedicated helpdesk designed to revolutionize customer support.
Business Model
Revenue Model
SaaS subscriptions for the Helpdesk, with AI Agent sold as an add-on priced by resolved automated interactions. Helpdesk plans scale by monthly ticket volume rather than seats; enterprise customers can buy custom plans with advanced security, integrations, and dedicated services.
Pricing Tiers
50 tickets/month and 30 automated interactions.
300 tickets/month and 30 automated interactions; listed Helpdesk $50 and AI Agent $27 on annual pricing.
2,000 tickets/month and 190 automated interactions.
5,000 tickets/month and 530 automated interactions; includes peak-ready automation and dedicated support.
For teams over 5,000 conversations/month; includes SSO/SAML, audit logs, custom DPA/MSA support, dedicated CSM and solutions architect, and deeper integrations.
Target Markets
- Small and mid-market ecommerce brands
- Enterprise ecommerce brands
- Shopify merchants
- BigCommerce merchants
- Adobe Commerce/Magento merchants
- WooCommerce merchants
- Automating repetitive ecommerce support such as order status, shipping, returns, refunds, cancellations, and subscription questions
- Providing pre-sale product discovery, recommendations, upsells, and cross-sells
- Managing customer conversations across email, chat, phone, SMS, WhatsApp, Instagram, and Facebook
- Giving agents complete customer and order context in one workspace
- Scaling CX teams while improving response time, CSAT, and support efficiency
- Quality assurance, coaching, analytics, and knowledge-base improvement
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