The Conversational AI platform for Ecommerce
Grade: A — Score: 95/100
Gorgias is a powerful Conversational AI platform specifically designed for ecommerce businesses, seamlessly integrating with Shopify to provide a unified view of customer interactions. It leverages AI to automate support inquiries, resolving up to 60% of them while also enhancing sales conversions by 2.5x through personalized recommendations.
The platform centralizes customer conversations across multiple channels, including email, live chat, and social media, allowing businesses to manage all interactions from one place. This integration not only streamlines workflows but also enables brands to deliver tailored customer experiences that drive loyalty and sales.
While Gorgias offers significant benefits in efficiency and customer engagement, businesses must consider potential risks such as over-reliance on automation, which may impact the quality of human interaction. Balancing AI capabilities with human oversight is crucial to maintaining a high standard of customer service.
Starter: $10/mo (billed annually, 50 tickets/mo)
Basic: $50/mo (billed annually, 300 tickets/mo)
Pro: $300/mo (billed annually, 2,000 tickets/mo)
Advanced: $750/mo (billed annually, 5,000 tickets/mo)
Enterprise: Custom (5,000+ tickets/mo)
AI Agent add-on: $0.90 per resolved interaction (annual), $1.00 (monthly)
Consider switching to Zendesk: Zendesk offers a broader range of customer support solutions beyond ecommerce.
A billable ticket is any conversation on any channel where a message is sent by a human agent, a Rule, or AI Agent. A single ticket counts once regardless of how many messages happen in the thread, but a reply after a defined period of inactivity can open a new billable ticket. Gorgias filters out newsletters, spam, and auto-responders automatically, so those do not count.
Yes. AI Agent is billed separately at $0.90 per resolved interaction on annual plans or $1.00 on monthly plans. When AI Agent fully resolves a conversation without human handoff, that conversation is charged both a helpdesk ticket fee and an automation fee. If AI Agent hands the conversation to a human agent within 72 hours, only the helpdesk ticket fee applies.
Zendesk Suite Team starts at $55 per agent per month while Gorgias Basic is $50 per month for 300 tickets with up to 500 user seats included. Gorgias edits Shopify orders, processes refunds, and accesses real-time product data inside the ticket view, whereas Zendesk relies on a more generic Shopify integration. Zendesk offers 1,000+ integrations and advanced skills-based routing that Gorgias does not match, making it a better fit for non-ecommerce enterprise workflows.
Help Scout Standard at $22 per user per month is simpler and cheaper for small email-first teams, with a clean interface and the Docs knowledge base. Gorgias costs more at the entry level but includes unlimited user seats on paid tiers and native channels Help Scout lacks: live chat, SMS, voice, Instagram, Facebook, TikTok, and WhatsApp. Choose Help Scout for a shared inbox on email, Gorgias for a Shopify-integrated omnichannel helpdesk with AI automation.
Gorgias has native integrations for Shopify, Shopify Plus, BigCommerce, Magento, and WooCommerce. Multi-store connections are unlimited across every paid tier. The wider integration library totals 189 apps including Klaviyo, Recharge, Yotpo, Loop Returns, Postscript, Aftership, Attentive, Smile.io, and ChannelReply.
Gorgias AI Agent is built on OpenAI's GPT-4o with proprietary prompt engineering trained on ecommerce use cases. Before sending any response, a second AI model performs a confidence check to ground the answer in the brand's knowledge sources and reduce hallucinations. If the confidence threshold is not met, the conversation is handed to a human agent.
The most recent 14 days of Zendesk tickets, macros, users, tags, and ticket fields are prioritized and usually appear within hours. Historical import then continues back up to two years at roughly 720 tickets per hour, so full migrations can take several days for high-volume stores. Continuous sync keeps Zendesk and Gorgias aligned during the transition so no messages are lost.
Yes. Gorgias's Master Subscription Agreement states the company may use Customer Data, Feedback, and Usage Data to build and improve its own and third-party machine learning and AI models without compensation. Gorgias is explicitly prohibited from selling Customer Data, and customers retain all right, title, and interest in their data, but no training opt-out mechanism is offered. This is the main reason Gorgias scores 95 rather than 100 on our CTI.
Gorgias runs on Google Cloud Platform with regional data residency in the United States, European Union, and Australia so customers are hosted near their users. The platform is SOC 2 Type II certified, GDPR and CCPA compliant, and HIPAA-capable on request. Data is removed from Gorgias data stores within 90 days of contract termination, and individual shopper data can be deleted on demand.
Both Voice and SMS are add-ons billed separately from the main helpdesk plan, with per-ticket pricing based on volume. Voice cuts resolution time by 60% in Gorgias's internal data by centralizing calls, ticket history, and Shopify data in one view. International calling is unlimited and no technical setup is required to create a phone number.