Gorgias

Gorgias says it was founded in Paris in 2015 by Alex Plugaru and Romain Lapeyre, now has more than 400 team members, serves 16,400 merchants and has raised $100M total. Its historical timeline reports $25M ARR and a $30M Series C in 2022; that ARR is historical, not current revenue.

The current website terms identify Gorgias Inc. and its affiliates as the company controlling Gorgias sites; subscription services are governed separately by the Master Subscription Agreement.

The MSA governs subscription services, says AI output is probabilistic and the customer remains responsible for reviewing accuracy and quality, allows Gorgias to use customer data for its internal models subject to law and contract, and states third-party model providers operate under zero-data-retention and may not train on customer data.

Current packaging combines Helpdesk and AI Agent. Monthly Starter is $40 for 50 tickets and 30 automated interactions; annual-equivalent Basic is $77 for 300 and 30; Pro $471 for 2,000 and 190; Advanced $1,227 for 5,000 and 530; Enterprise is custom. Ticket overages are $0.36-$0.40 and AI Agent overage is $1.50 per automated interaction. Voice and SMS are separately metered add-ons. The comparison exposes 254 apps, role permissions, monitoring, SSO, Enterprise audit logs and Enterprise API at four requests/second.

A helpdesk ticket fee applies when a human, AI Agent or Rule sends at least one message; an additional automation fee applies only if AI Agent resolves without human handover. Voice and SMS are separately billed add-ons, and overages apply above plan baselines.

Helpdesk centralizes email, chat, social, SMS and Voice, provides customer/order/review/subscription context, lets agents update orders without leaving the tab, and includes routing, Rules, Macros, AI tagging/summaries/translations, Help Center, dashboards, SLAs, Voice of Customer and Auto QA. Gorgias markets full-service migrations with even large brands live within a week.

AI Agent is marketed for support and pre-purchase sales. It uses help-center, store, policy and document knowledge, can track orders, manage returns, tailor replies, offer discounts and upsells, and act across more than 100 ecommerce tools. Gorgias describes orchestrated prompt chains using conversation context and shopping history, plus reasoning visibility, intent-level performance and feedback-driven optimization.

Each connected Shopify store gets a dedicated AI Agent with support-agent and Shopping Assistant roles. Current channels are email, chat and SMS; it supports more than 80 languages and image understanding. Actions are opt-in and merchant-configurable, while unsupported or unsuitable conversations hand over to humans.

Gorgias says AI Agent uses LLMs and agentic logic to interpret instructions, choose knowledge/actions/playbooks, make context-dependent decisions, run parallel tasks and adapt to intermediate feedback. A second AI model checks each drafted response against a confidence threshold; failures hand over. This supports model-driven orchestration but not a separately evidenced multi-agent runtime.

Actions can combine multiple connected-app steps, HTTP requests and conditional branches. AI Agent may select an automatic action by model judgment, though Gorgias recommends binding it to a Skill for control. Conditions are optional; irreversible actions such as order cancellation or subscription skip enable shopper confirmation automatically. Tests use real connected-app data.

Current Shopify actions cancel an unfulfilled order and refund it, edit an unfulfilled order's shipping address, remove/restock/refund items, replace one item, reship a lost/damaged order free and add an order note. Higher replacement charges and multi-item replacements hand over. Shopify-only cancellation/address changes do not propagate to a 3PL unless a separate fulfillment action is configured.

With a merchant-supplied Loop API token, AI Agent can skip the next shipment, cancel, pause or resume a subscription. The actions only work when the shopper has a single Loop subscription; multiple subscriptions hand over, and an already-created order must instead be canceled in Shopify.

Shopping Assistant can model-decide when to create a unique three-day single-use Shopify discount code within a merchant-selected strategy and fixed percentage. It also detects active automatic discounts and decides whether to mention them based on buying intent and selling style. Segment-targeted automatic discounts and headless storefront detection are unsupported.

Shopping Assistant uses Shopify product data, merchant-added product information, browsing/cart/conversation context and buying intent to decide what and when to recommend. Merchants can promote or exclude products; recommendations are advisory until the shopper chooses to buy.

AI Agent always hands over for anger/frustration, explicit human requests, sensitive topics or an unreliable answer; merchants can add handover and excluded topics. Chat ordinarily asks shopper confirmation before transfer, while email/SMS route directly; routing can use the ai_handover tag.

Lifecycle and action tags distinguish answered, snoozed, closed, handed-over, ignored, successfully executed and failed actions. Dedicated views expose each state; action event logs show request outcomes and reviewers can rate responses and sources.

Auto QA scores eligible closed text tickets for resolution completeness, communication and language; humans must score accuracy, efficiency, compliance and brand voice. Social and voice tickets and short conversations are excluded. Leads/admins can edit scores, and Gorgias uses edits to fine-tune future scoring.

Observer, Lite, Basic, Lead and Admin roles form a permission ladder. Basic can trigger ticket-side third-party actions; Lead adds workflow and AI Agent management; Admin controls account, billing, users, integrations and assignment. All can inspect AI responses, but only Lead/Admin can manage AI Agent.

Voice is an optional human-agent telephony add-on with phone numbers, queues, recordings, transcriptions and voicemail. Current official AI Agent channel documentation names email, chat and SMS—not Voice—so voice is scored as human-support infrastructure rather than autonomous voice AI.

The beta Gorgias MCP lets external MCP clients read/analyze tickets, query analytics, audit and update Helpdesk/AI Agent settings, reply/post notes, change ticket state/priority, manage Rules and Help Center articles, and configure actions. Available actions inherit the connected user's role.

The REST API can create tickets and messages across API, email, chat, phone and SMS channels; developer docs also expose customers, tags, assignments and ticket lifecycle operations. HTTP integrations and webhooks support external channel and app workflows.

The App Store spans communication, ecommerce, shipping, marketing, loyalty and analytics. Integrations can surface customer/order/subscription/tracking/return context and let humans or AI Agent refund, edit addresses, pause/cancel subscriptions or initiate returns. The current pricing table reports 254 apps; no official retained surface names Shiprocket.

Gorgias announced a $29M Series C-2 from existing investors including Shopify to fund AI Agent. At publication it reported 500M processed ecommerce tickets, 100 ecommerce integrations and product capabilities to push updates such as partial refunds and subscription changes; the page also preserves then-announced July launch language, now superseded by live docs.

Sapphire Ventures says it led Gorgias's $25M Series B and identifies Romain Lapeyre as founder/CEO and Alex Plugaru as co-founder/CTO. It reported 4,500 stores across Shopify, Magento and BigCommerce at that historical date.

Shopify lists developer Gorgias Inc., pricing from $10/month with a free trial, and a 4.2 rating from 656 reviews at capture. The listing positions AI Agent, Helpdesk and chat for Shopify merchants. Review counts conflict slightly with the separate current reviews page (657) and Gorgias About page (stale 632/4.4).

The current customer hub highlights named ecommerce merchants and quantified support, automation, cost and conversion outcomes. The live sitemap contains 115 /customers/ routes; five resolve to the generic hub and several are duplicate/alternate time slices, which are preserved as inventory gaps or non-independent cases rather than double-counted proof.

Gorgias hosts a customer story for Absolute Collagen. Reported outcomes include: Solution: Since using Gorgias, the team increased their CSAT (customer satisfaction score) to 4.9 and reduced response time on average across all channels to less than 5 minutes. | Since using Gorgias, Absolute Collagen's customer service team feels more confident when communicating with customers because they know exactly what they're talking to. They also increased their CSAT (customer satisfaction score) to 4.9 and reduced response time on average across all channels to less than 5 minutes.

Gorgias hosts a customer story for ALOHAS. Reported outcomes include: ALOHAS gets 83% automation and double the revenue with quick response flow | Solution: ALOHAS used Gorgias Automation Add-on to set up self-service resources, automation, and efficient ticket handling for customer education. Achieving 83% automation rate in chat meant faster response time and double the revenue for ALOHAS.

Gorgias hosts a customer story for Angelus Direct. Reported outcomes include: The results: Customer satisfaction soars to 4.7/5 as 18% of tickets are resolved in one touch, with faster response and resolution times | With Gorgias, 18% of tickets are now dealt with in just one touch — a whopping 100% increase compared to the previous quarter. Combined with faster responses and a 41% reduction in resolution time, it's no surprise that Angelus Direct's customers are happier than ever with the brand. Customer satisfaction has risen to an impressive 4.7/5 — a metric Tyler rates as the most important for the company.

Gorgias hosts a customer story for Arcade Belts. Reported outcomes include: Solution: After switching from Zendesk to Gorgias, Arcade Belts quickly reached a 30% email automation rate, which climbed even higher with the introduction of AI Agent, which handles routine tasks like warranty claims, order cancellations, and shipping address changes. | “We got to a point where we were sitting around 30% automation even before AI Agent came out.”

Gorgias hosts a customer story for Arc'teryx. Reported outcomes include: increase in conversion rate (from 4% to 7%) | 23x ROI on AI Agent

Gorgias hosts a customer story for Obvi / Aventus. Reported outcomes include: Solution: As a result of the collaboration with Aventus and Gorgias, Obvi generated a combined total of $22,322 in less than 8 weeks in subscription orders and upsells. And, all this was accomplished with only one customer service specialist. | Between the collaboration with Aventus and Gorgias, Obvi has saved 271 subscription orders, totaling $21,244. Additionally on average 20+ upsells per week – all thanks to adding phone support and having highly-trained customer agents on the end of the line.

Gorgias hosts a customer story for Baby Gold. Reported outcomes include: Solution: Enter AI Agent. Within their first few weeks of implementation with a Gorgias Support Manager, Baby Gold saw their automation rate quadruple — ultimately reaching a consistent 20% automation rate. | The results: 20% automation rate, 49-second first response time and 1 min 4 second resolution time

Gorgias hosts a customer story for Bagallery. Reported outcomes include: After integrating Gorgias, the Bagallery team can now track their KPI and monitor stats, like comments from happy customers or unhappy ones. Gorgias' integration has successfully helped them reduce their first response time from 24 hours to less than 4 hours and their full resolution time to less than 18 hours. They have also enabled their fulfillment team to ensure faster delivery, which has increased by 3x in H2 2021. Other than that, their one-touch ticket has increased by 38%. | These things combined have undoubtedly improved their overall customer experience and increased customer retention and customer loyalty. Almost 80% of the inquiries were negative in the past, and they have flipped that number. Now, around 80% of the tickets are positive. Not only that the positive word of mouth has helped them acquire new customers, big wins for their business growth.

Gorgias hosts a customer story for Bakehouse. Reported outcomes include: Angelic Bakehouse’s customer support is better than ever. In fact, the percentage of their one-touch tickets has gone up from 5% to 25%. Also, their C-SAT score for Gorgias is an impressive 4.95/5. Their DTC sales channel has also grown 10x and now consistently generates seven figures in revenue.

Gorgias hosts a customer story for bareMinerals. Reported outcomes include: “Customers have very short attention spans and will abandon their search if they don’t get an answer within 20 seconds. Having Shopping Assistant help the customer when they’re showing high intent has been absolutely crucial to increasing conversion rates and lowering cart abandonment rates.” | 5%+ conversion rate uplift, with a goal of 2-5%

Gorgias hosts a customer story for Battlbox. Reported outcomes include: Solution: BattlBox implemented Gorgias to streamline customer support and upselling products. During the holiday season, they generated $212,000 via Gorgias while achieving a 4.78 CSAT over 90 days. | Since the switch, Battlbox has generated over $10,000 in revenue from their customer service.

Gorgias hosts a customer story for Beardbrand. The page provides qualitative implementation proof but no normalized quantified outcome was retained.

Gorgias hosts a customer story for Birddogs. The page provides qualitative implementation proof but no normalized quantified outcome was retained.

Gorgias hosts a customer story for BOKKSU. Reported outcomes include: "As a bootstrapped startup experiencing 10x growth over the last couple of years, we were having trouble keeping up with the resulting increased number of tickets. Thanks to Gorgias' intuitive interface and deep integrations with all of our Shopify apps, our small team is able to work efficiently and scale up while still providing a high level of customer support." | Nevertheless, the most important metrics at BOKKSU is customer satisfaction. And thanks to Gorgias's integrations, BOKKSU has cut down their response time by 50%, while increasing customer satisfaction.

Gorgias hosts a customer story for Boody. Reported outcomes include: Solution: Migrating to Gorgias and implementing AI Agent empowered Boody to automate 26% of all customer conversations, freeing the CX team from repetitive tickets. AI Agent delivered 99% faster customer responses and let the human agents refocus on high-value work like process improvement, internal collaboration with marketing and product teams, and building relationships with customers who shared intimate stories about how Boody’s bras supported them through their postpartum and post-surgery. | With limited bandwidth, response times spiked to 4-5 hours on average, and urgent tickets got missed in the queue. This negatively impacted customers and posed a potential threat to maintaining the high 4.5 CSAT standard on which Boody prides itself.

Gorgias hosts a customer story for Boston Proper. Reported outcomes include: Solution: With Gorgias Automate and AI Agent, Boston Proper reached a 36% automation rate and reduced first response times from days to seconds by automating routine tickets, centralizing customer profiles for omnichannel support, and integrating their tech into one primary CX hub. | Boston Proper is an apparel brand that has offered trendsetting styles for over 30 years, empowering women through fashion. As a direct-to-consumer brand, Boston Proper started as a catalog company and still uses phone support as a primary sales and customer service channel, providing personalized shopping experiences and top-notch support.

Gorgias hosts a customer story for BrüMate. Reported outcomes include: By prioritizing CX, BrüMate drove more than $9 million in revenue from their support team | Solution: Switching to Gorgias helped the BrüMate team reduce their first response time to 1 mins 30 secs and drive over $9 million in revenue from their support team.

Gorgias hosts a customer story for buah. Reported outcomes include: decrease in FRT, from 3 days to 40 seconds | Challenge: As buah’s ticket volume grew, Gmail’s lack of Macros, automation, and analytics challenged the support team. Shuffling between windows for emails, Shopify, and key ecommerce tools hindered efficiency and delayed customer response and resolution times, often taking between 3-5 days.

Gorgias hosts a customer story for Cabau Lifestyle. Reported outcomes include: 7% improvement in CSAT with AI Agent, from 4.3 to 4.6 within four months | 5-6% conversion rate sustained even after the Netflix surge

Gorgias hosts a customer story for Caitlyn Minimalist. Reported outcomes include: Response times cut by 99%, resolution time reduced by 59%, and one-touch tickets increased by 300% while achieving a 20% conversion rate | 99.37% decrease in first response time (from 1 hour and 1 minute to 23 seconds)

Gorgias hosts a customer story for Caitlyn Minimalist (Shopping Assistant time slice). Reported outcomes include: Over 90 days, Caitlyn Minimalist tracked and compared the performance of human agent-only conversions with AI-assisted conversations. The results were clear. | 2.5x higher conversion rate for AI-driven sales vs. human agents (20% vs. 8%)

Gorgias hosts a customer story for Campus Protein. The page provides qualitative implementation proof but no normalized quantified outcome was retained.

Gorgias hosts a customer story for Campus Protein (legacy page). Reported outcomes include: Russell’s next stop was his high school friend (now business partner and CMO), Tarun Singh, who was studying in Boston University at the time. Tarun noticed the same problems at his school and quickly expanded Campus Protein to his school and then the entire Boston area. The final piece fell into place when they entered into a business competition and won $100,000 to scale up. With the up-front money, they could negotiate deals with supplement makers to improve their margins, and expand to more college to increase sales.

Gorgias hosts a customer story for Cocorico. Reported outcomes include: Cocorico is a family-owned French apparel brand founded in 2017, focused on offering 100% Made in France products like T-shirts, sweaters, and underwear at affordable prices. It operates entirely online, with all sales through its ecommerce store, making the online customer experience key to success. | The results: A 48% automation rate that eliminates additional headcount costs

Gorgias hosts a customer story for Comme Avant. Reported outcomes include: Today, the company had made 40% of sales through social media channels, both paid and organic. Since implementing Gorgias, Comme Avant’s response time has decreased to 18 hours, and their resolution’s time has been reduced to less than 24 hours.

Gorgias hosts a customer story for Cornbread Hemp. Reported outcomes include: Calls resolved in less than 2 hours, plus the best conversion rate out of all their channels | 1 hour 45 minute resolution time

Gorgias hosts a customer story for Create CX. Reported outcomes include: Create CX’s clients also often need help with growing or upskilling their customer support team. Unlike most business process outsourcing (BPO) agencies, Create CX’s flexible boutique staffing has no minimum hire — something its clients love. This allows brands to bring in additional customer service agents for just short periods (starting at just 10 hours) who can hit the ground running. Scale Your Team is a great resource that we continue to recommend to clients on the regular.

Gorgias hosts a customer story for CROSSNET. Challenge: In the past, CROSSNET used a simple helpdesk app to handle customer tickets. But it wasn't scalable as the company grew. They needed a better solution that is dedicated to ecommerce and offers more advanced features.

Gorgias hosts a customer story for Dance4Me. Reported outcomes include: Solution: After integrating Gorgias with BigCommerce, Dance4Me spent much less time on low-impact tickets and much more time on positive customer interactions. More specifically, Dance4Me used Gorgias' auto-close feature to deflect 66% of tickets. Even with fewer tickets overall, Dance4Me's agents saw twice as many positive interactions than before Gorgias. | As the result of this centralization and integration, the team successfully decreased their first response time to 72% and their resolution time to 88% week over week.

Gorgias hosts a customer story for Darn Good Yarn. Reported outcomes include: “Gorgias has been incremental in cutting down response & resolution time as well as increasing customer retention. Performing generic customer service tasks outside of Gorgias takes around 17 seconds per ticket. Performing these actions inside of Gorgias takes around 1.5 seconds per ticket. It’s about 335 customer service hours a year we are saving!” | Performing generic customer service tasks without Gorgias takes around 17 seconds per ticket. Performing these actions inside of Gorgias takes around 1.5 seconds per ticket. Multiply that out over the average number of subscription support tickets they receive per week then multiply that out on a yearly basis - it’s about 335 customer service hours a year, that is 2 months of work of one person, the company is saving.

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Gorgias hosts a customer story for Death Wish Coffee. Reported outcomes include: With an ambitious plan to expand business by 200%, Death Wish Coffee Co. had their work cut out finding a support tool that would help their small team handle an influx of new tickets.

Gorgias hosts a customer story for DoggieLawn. Reported outcomes include: An eco-friendly indoor dog potty brand wanted to reduce time spent copy-pasting subscription info. After integrating Gorgias and Recharge, they saw a 37% faster resolution time, 70% of tickets being resolved in one touch, and a 4.9/5 CSAT. | The ability to dynamically insert subscription information from Recharge into their Gorgias tickets provided a more personal experience and saved the team time. Now, they resolve tickets 37% faster and in one touch 70% of the time.

Gorgias hosts a customer story for Dr. Bronner's. Reported outcomes include: Solution: In just 30 days of implementing Gorgias, Dr. Bronner's automated 30% of customer interactions, surpassing 45% after two months. This allowed the team to focus on more complex and personalized interactions, as well as improving operations. | Switching from Salesforce to Gorgias saved Dr. Bronner's $100K a year

Gorgias hosts a customer story for Stylest / ECOM DEPARTMENT. Reported outcomes include: revenue influenced in 90 days | Solution: ECOM DEPARTMENT implemented Gorgias Convert to enhance Stylest's customer shopping experience and boost conversions. Through strategic campaigns, they achieved a peak revenue influence of 18%, with standout results like a 35.56% conversion rate from the Exit Intent campaign.

Gorgias hosts a customer story for Ekster. Reported outcomes include: Solution: Ekster implemented Gorgias Automate to strategically automate key support tasks. By following Gorgias’s automation playbook, Ekster achieved a 27% automation rate for customer tickets, boosting efficiency to manage the same workload with a 33% smaller team. | Ekster began in 2015 by reimagining the traditional bifold wallet, making it easier to use and harder to lose. Stylish and sustainable, Ekster’s market-leading smart wallets, bags, cases, and accessories have put the company on track to $50M in annual revenue. A certified B-Corp, Ekster grew from 12 to 45 employees in just the past two years.

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Gorgias hosts a customer story for Emuaid. Reported outcomes include: Since using Gorgias, the Emuaid digital customer service team is delighted as they have a central place to handle all tickets and answer customers faster. The agents performance skyrocketed, they provide the first response time in 48 seconds and the resolution time in 2 minutes 5 seconds.

Gorgias hosts a customer story for Emuaid (duplicate page). Reported outcomes include: Since using Gorgias, the Emuaid digital customer service team is delighted as they have a central place to handle all tickets and answer customers faster. The agents performance skyrocketed, they provide the first response time in 48 seconds and the resolution time in 2 minutes 5 seconds.

Gorgias hosts a customer story for Everyday Dose. Reported outcomes include: Everyday Dose improved customer support by integrating Gorgias with Siena AI, achieving a 60% faster first-response time, a 45% quicker resolution time, and converting over 30% more tickets into sales within 30 days. | Faster resolutions by 45%

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Gorgias hosts a customer story for Food Huggers. Reported outcomes include: Solution: Designed to scale with every business, Gorgias helps Food Huggers set up self-service, reducing live chat tickets to 11% and increasing CSAT to 5 | Thanks to Gorgias' self-service chat portal, Food Huggers reduced live chat tickets to 11% and increased CSAT to 4.6. Approximately 63% of their chat interactions are quick responses. Food Huggers' agents now have more time to focus on complicated tickets and revenue-generating activities.

Gorgias hosts a customer story for Glamnetic. Reported outcomes include: Moreover, Glamnetic's previous approach only tracked overall chat and email conversion rates. The goal was to consistently generate at least 5% of revenue through any interactions via Gorgias. However, to remain competitive, Glamnetic's leadership was determined to find additional ways to engage customers and boost conversions. | In this on-site campaign, Glamnetic offers new web page visitors the same 15% discount they can get from signing up for its newsletter or for text messages. Not everyone wants to do those things, but Glamnetic finds people respond very positively to receiving the offer via chat instead — leading directly to more sales.

Gorgias hosts a customer story for Glamnetic (support time slice). Reported outcomes include: Solution: By implementing AI Agent and Actions, Glamnetic’s support is completely conversational, like a human. AI Agent (or Gina, as Glamnetic named her) can provide tracking information, modify addresses, and cancel orders without agent intervention — and without customers knowing she’s AI. This has led to significant improvements like a 91% increase in First Response Times, a 4.89/5 CSAT, and avoiding 2 additional hires. | Faster resolutions, higher customer confidence, and 12 days of manual work saved per month

Gorgias hosts a customer story for Hindbag. Reported outcomes include: Hindbag’s revenue grew significantly in a short period, increasing from €1.3 million in 2022 to €5.7 million in 2023. This hypergrowth was caused by viral products, SEO optimization, and positioning that appealed to its target market in terms of price, quality, and ethical values. This led to frequent supply delays and products going out of stock, increasing customer service inquiries. | Macros: These pre-written response templates reduced customer support response times by up to 80% for simple tickets.

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Gorgias hosts a customer story for JAXXON. Reported outcomes include: A luxury jewelry brand wanted to boost its 15% automation rate higher. With Flows and holiday-specific automations they reached 37% automation, reduced response times to 2 minutes, and resolution time to 17 mins. | Challenge: As a current Gorgias Automate user, Jaxxon wanted to push their 15% automation rate further. In the era of AI, they recognized the need to invest more in new Automate features and AI-first customer support strategies.

Gorgias hosts a customer story for JAXXON (legacy page). Reported outcomes include: Their first response times have reduced by almost 50% (from 3 minutes and 4 seconds to 1 minute and 34 seconds). And their resolution times have reduced by over half, from 15 minutes and 1 second to 6 minutes and 52 seconds. | Their sales from support in June 2021 totalled $246.4K - which is a 68% increase since March 2021. Their conversion rate has also almost doubled, from 2.04% to 4.3%.

Gorgias hosts a customer story for Jetson. Reported outcomes include: Lower their first response time by 60%, from 5 hours previously down to 2 hours | Reduce their resolution time by 30%, from 20 hours previously down to 14 hours, saving their team a great deal of time

Gorgias hosts a customer story for Jonas Paul Eyewear. Reported outcomes include: ‍Solution: After implementing Gorgias, the team’s automation rate increased by over 30%, routing basic FAQs away from the phone and toward email, where AI can instantly respond. This helped streamline operations and deliver dramatically faster responses, especially during the busy back-to-school season. | The team was able to hit a 30% automation rate within the first month — and that’s just the beginning.

Gorgias hosts a customer story for JOONE. Reported outcomes include: JOONE uses Gorgias Macros and Rules to provide proactive support and decrease FRT by 52% | Results: Decreased first response time by 52%, lowered resolution time by 44%, and increased conversion rate by 15%

Gorgias hosts a customer story for July. Reported outcomes include: ‍Solution: Customized, automated responses give customers instant answers to simple questions, and guide them through choosing products and the post-purchase experience. By deflecting 30%+ of tickets with automation, July’s CX team can focus on high-impact, complex questions. | The results: Automate does the work of 3 extra agents, as 31% automation helps achieve 4.85 CSAT

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Gorgias hosts a customer story for Kirby Allison. Reported outcomes include: ‍Solution: Gorgias Automate provides 24/7 quick answers to common customer questions, self-service order management, and AI-driven article recommendations. With 30% of tickets now deflected by automation, shoppers get the answers they want, manual processing has plummeted, and revenue has increased. | The solution: Gorgias Automate deflects 30% of tickets to automation within just one month

Gorgias hosts a customer story for Kreyol Essence. Reported outcomes include: The results: 13% of revenue influenced by personalized campaigns | On peak days, their campaigns influenced 13% of total revenue.

Gorgias hosts a customer story for Kulani Kinis. Reported outcomes include: Solution: With Gorgias + Loop, customers can instantly request returns with little-to-no effort from the team. Plus, by nudging customers toward exchanges instead of returns, the team has saved over $400k. | The result: Live chat agents save $400k by suggesting exchanges over returns

Gorgias hosts a customer story for Lillie's Q. Reported outcomes include: That ultimately meant that inquiries would move faster within the pipeline. As customer questions were answered and issues were resolved, the company saw a positive sales and client retention trend. The total sales from overall support has increased by 166%. | "Gorgias' chat allows us to respond to our customers in real-time. We can answer customers' questions about a product and how to place an order without them leaving the site or abandoning their cart. We have seen 75% increase in direct sales as a result of this quick communication." - Nicole Mann, Marketing Director

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Gorgias hosts a customer story for Love in Faith. Reported outcomes include: Solution: AI Agent draws on Love in Faith’s brand knowledge to resolve 28% of tickets and escalates questions it can’t answer to human agents. Customers love the speedy, personalized answers, and the team has increased time and bandwidth for more complex and strategic customer conversations. | The results: AI Agent resolves 28% of tickets with 98.2% faster FRT and 99.5% faster resolution time than team average

Gorgias hosts a customer story for Love Your Melon. Reported outcomes include: The brand has leveraged its social media presence - mostly Facebook and Instagram - to become a multi-million dollar company, so providing excellent customer support to inform clients on their products but also on the cause they are serving has always been a top priority. Also, although the organization offers popular spring & summer lines, the company is still subject to seasonal activity with sales soaring from October to March. This has a direct impact on the workforce needed to handle the spike in customer requests which are 30 times more numerous than during the rest of the year. | As of today, about 25% of Love Your Melon’s tickets are handled with automation.

Gorgias hosts a customer story for LSKD. Reported outcomes include: Within a month of implementation, AI Agent played a key role in helping LSKD increase their email automation rate by 20% all while maintaining the brand’s tone and personal touch. AI Agent was particularly impactful during high-volume periods, such as their mid-year sale, where it handled a spike in inquiries with ease. | Automation handled 40% of tickets, cutting response times from days to minutes

Gorgias hosts a customer story for LTVplus. Challenge: Customer service outsourcing agency LTVplus helps brands build support teams and processes that boost sales and retention. Its clients need streamlined, affordable ways to provide high-quality, omnichannel customer support.

Gorgias hosts a customer story for Luksusbaby. Reported outcomes include: The results: Improved efficiency and cost savings thanks to 66% faster first response time and 45% Meta ticket automation | With Gorgias in place, Luksusbaby reduced its first response time by 66%, from 36 hours down to just 12 hours. Gorgias now auto-closes around 45% of Meta tickets, eliminating a big chunk of the support team’s previous workload. Ticket handling is now so much more efficient that Luksusbaby has also made cost savings, as the team can manage the same workload with fewer staff.

Gorgias hosts a customer story for Manduka. Reported outcomes include: on-site campaign revenue in 5 months | Because Gorgias Convert offers unlimited on-site campaigns, Manduka was able to test out and fine-tune all kinds of campaigns to increase revenue and enhance customer experience. The campaign dashboard makes it easy to analyze each campaign’s performance. By continually optimizing its campaigns, Manduka drove consistent month-over-month growth using well-timed nudges and offers. In fact, A/B testing revealed that the group exposed to on-site campaigns experienced a remarkable 6.7% higher conversion rate compared to the group who didn't.

Gorgias hosts a customer story for Marine Layer. Reported outcomes include: On top of the reduction in support costs when switching from Desk.com (thanks to Gorgias’ pricing structure that allows an unlimited number of agents), the main figures Dave is proud to showcase is a decrease by 68% in resolution time, while the brand was experiencing an online boom at the time they switched over to Gorgias, with a 75% increase in online orders.

Gorgias hosts a customer story for Milligram. Reported outcomes include: Milligram has seen tremendous success and growth within the first 90 days of implementing Gorgias. The team has cut ticket response time by one-third, despite a sizable uptick in volume. | Milligram partnered with ecommerce web design and development agency, Convert Digital, to help the brand migrate from Magento 1 to Shopify Plus in 2020. Convert Digital helped manage the migration and redesigned the frontend of Milligram’s online store. The brand experienced immediate improvements with the new website, lifting conversion rates by 8% and average transaction value by $8.00.

Gorgias hosts a customer story for MNML. Reported outcomes include: Since MNML switched over from Zendesk over to Gorgias, the first response time and resolution time have been reduced by 35%. | ‍As for ticket creation, Gorgias's Messenger integration and live chat features have enabled the brand to better engage with potential buyers: the amount of tickets created has jumped up a solid 50%. And don't forget, those "quick marketing" tickets convert into sales!

Gorgias hosts a customer story for Montezuma's. Reported outcomes include: Montezuma's resolves tickets 15% faster and saves 5 hours a week with Gorgias & Magento | Solution: The team integrated Gorgias with Magento to automate administrative tasks and spend more time delivering excellent customer service. After integrating the tools, they save 5 hours/week and can resolve incoming tickets 15% faster.

Gorgias hosts a customer story for Mybacs. Reported outcomes include: As the brand grew, sales and ticket volumes increased by 50% during peak sales seasons like summer. By leveraging Gorgias’s Helpdesk and Flows, mybacs offers self-serve options for common support questions like product recommendations, shipping, cancellation, return, and subscription policies. | These improvements increased how often the team used Macros—previously, 30% of responses included a Macro, and now 80% do. This increased usage simplifies workflows for agents and gives customers faster responses.

Gorgias hosts a customer story for New Holland Rochester. Reported outcomes include: With 90% of customer communication happening over the phone, New Holland Rochester needed a user-friendly system to ensure fast response and resolution times. | Significant reductions in resolution time and first response time, placing them in the top 10% of Gorgias users—5 times faster than the average merchant

Gorgias hosts a customer story for Nomad. Reported outcomes include: With the implementation of EOS within Gorgias, the Nomad team immediately saw an enormous spike in productivity. The numbers speak for themselves. From November 1, 2019, through November 30, 2019, first-response time and resolution time for tickets at Nomad had been minimized. The first-response time was down by 78%. And, resolution time was down by 70%. | Simultaneously, the Nomad’s one-touch tickets were down by 7%, but this was a testament to the previously-stated fact that the team was now focused on customers, not tasks. The Gorgias platform enabled a new strategy wherein the team could grow with their company. And, they began to realize the many benefits of “Everyone on Support.”

Gorgias hosts a customer story for Nude Project. Reported outcomes include: In 2023, Nude Project achieved remarkable success, exceeding €26 million in revenue—a 130% increase year over year. This growth was primarily driven by its online social presence, with 62% of the year’s business volume coming from online sales. | 4,228 tickets handled by AI Agent (40% of their total)

Gorgias hosts a customer story for Obvi. Reported outcomes include: Solution: Gorgias Automate handles all simple queries, freeing up CX agents to focus on delivering personalized customer support and pre-sales education — and driving 10x more sales during BFCM. Data analysis on FAQ and click-through rates helps Obvi optimize its automated responses to give customers the info they want. | This additional bandwidth throughout BFCM also helped the team prioritize revenue-generating conversations, driving over 3x the purchases from support conversations compared to previous years.

Gorgias hosts a customer story for Oger. Reported outcomes include: These Quick Response Flows are so effective at deflecting these common questions that Oger achieves between 84-100% automation rate on the basic FAQs. | The results: A more efficient, personalized customer experience, with resolution time reduced by 69% and first response time by 61%

Gorgias hosts a customer story for Ohh Deer. Reported outcomes include: Ohh Deer uses Gorgias Chat to provide excellent CX & generate revenue by $12,500/quarter | Solution: After moving to Gorgias, the team achieves maximum efficiency. Thanks to Gorgias' chat campaigns, they also increased their CSAT score and have maintained a 4.95 average as well as generating about $12,500 in additional revenue per quarter as a direct result of helping customers via live chat.

Gorgias hosts a customer story for Olipop. Reported outcomes include: They've had an 88% decrease in first response time in their first 60 days using Gorgias compared to the last 60 days, from 8 hours 42 minutes to 1 hour and 1 minute. They've also had a 91% decrease in resolution time, from 1 day and 3 hours to 2.5 hours total. Their revenue driven from customer service as a whole has grown over 1200%. All while their number of tickets has more than doubled across email, SMS and social media. | They also have a 25x ROI on Postscript.There's been a 71% decrease in their response and resolution time with the Gorgias and Postscript integration specifically, as well as bonus revenue driven.

Gorgias hosts a customer story for One Block Down. Reported outcomes include: Response Time: First responses are now delivered within 1 hour, improving overall customer satisfaction. | Resolution Time: Average resolution time has dropped to 3 hours, allowing the team to close tickets quickly and efficiently.

Gorgias hosts a customer story for One Bone. Reported outcomes include: AI Journey outperformed Klaviyo, delivering 81% higher revenue uplift and 83% higher order conversion rates. | AI Journey drove 81% higher revenue uplift and 83% higher conversion rate.

Gorgias hosts a customer story for Orthofeet. Reported outcomes include: automation rate in <2 months | Solution: By switching to Gorgias, Orthofeet replaced multiple tools with one centralized platform and automated 56% of support tickets in under two months. With full visibility into each customer’s order history and conversations, agents respond faster, provide more personalized recommendations, and drive more revenue, especially through live phone support.

Gorgias hosts a customer story for Oscaro Power. Reported outcomes include: phone resolution time (vs. industry avg. of 1 day) | Oscaro Power is a French brand that makes it easier for homeowners to lower their energy bills with easy-to-install solar kits. Customers can save up to 50% on installation costs compared to traditional solar companies.

Gorgias hosts a customer story for Osea Malibu. Reported outcomes include: Solution: Gorgias’s AI-powered quality assurance, Auto QA, unlocked significant time-savings and process improvements for Osea Malibu. Auto QA identifies trends like inconsistent tone of voice or incorrect macro usage by providing daily feedback on 100% of tickets. This allows Osea Malibu to rectify any mistakes immediately, creating a better experience for both agents and customers. | Instead of spending hours each month selecting, reviewing, and scoring tickets, Sare now relies on Auto QA to perform those tasks. QA time was reduced by 75%, allowing Sare to focus on higher-value tasks like strategic planning and team development.

Gorgias hosts a customer story for Pajar. Reported outcomes include: Solution: Pajar partnered with Gorgias for 30-in-30, a hands-on onboarding program aiming to resolve 30% of their support volume with automation, within 30 days. Pajar blew this goal out of the water, fully resolving 45% of queries with automation. | Thanks to the hands-on support of the Gorgias team, Pajar not only met the 30% goal but exceeded it, reaching a 45% automation rate.

Gorgias hosts a customer story for Pepper. Reported outcomes include: Challenge: As Pepper scaled internationally toward $80M in annual sales, the team needed to handle more conversations and maintain excellent customer experience—without doubling the team’s size. Immediate answers to basic product sizing, style, and fit questions were essential to overcome customer hesitation and lost sales. | With clear demand for the product, Pepper took off. Seven years in, the intimates brand employs 50 people and is on track to break $80M in revenue this year.

Gorgias hosts a customer story for Pit Viper. Reported outcomes include: Pit Viper’s first response time dropped to less than 3 hours in the first three months after implementing the Gorgias + ShipBob integration. Overall resolution times have also gone down, and automated self-service chat helps resolve 41% of tickets in just one touch.

Gorgias hosts a customer story for Princess Polly. Reported outcomes include: Solution: Since using Gorgias, Princess Polly increased their efficiency by 40%, decreased resolution time by 80%, decreased first response time by 95%, and improved one-touch tickets by 15%. | Within months of implementing Gorgias, Princess Polly increased their efficiency by 40%, decreased their resolution time by 80%, decreased first response time by 95%, and improved one-touch tickets by 15%. This allows the brand to quickly connect with customers on a personal level and strengthen customer loyalty.

Gorgias hosts a customer story for Psycho Bunny. Reported outcomes include: Solution: Psycho Bunny implemented Gorgias's AI Agent, which they named Lisa, to automate 26% of customer tickets, particularly simple FAQs, boosting efficiency and maintaining high CSAT scores. Lisa's ultra-swift responses and empathetic messages have enhanced customer service and reduced workload pressure on human agents during busy sales periods. | “As we continue to grow this multi-million dollar company, the most important thing is maintaining or improving our current KPIs and CSAT, but without raising our customer support overhead. And being able to maintain this for the next 5–10 years.”

Gorgias hosts a customer story for Psycho Bunny (cost-savings time slice). Reported outcomes include: Solution: By switching to Gorgias, Psycho Bunny unified its support channels to get back to customers in minutes (not days), automated 25% of tickets with an AI Agent, and doubled revenue without adding headcount to the CX department. | Since adopting Gorgias, Psycho Bunny has doubled in size, scaling annual revenue by 100%. More sales mean more incoming customer conversations. To keep the CX team the same size while revenue doubled, Psycho Bunny leaned into automation with an AI agent, affectionately named Lisa, that now handles 25–30% of tickets.

Gorgias hosts a customer story for RevAir. Reported outcomes include: As RevAir's sales and popularity grew rapidly, so did the number of queries received from customers and potential buyers. RevAir used to manage these queries via Zendesk. But as the volume of tickets increased to around 3,000 per month, customers had to wait up to an hour for a response from the RevAir team — and a further 50 minutes on average to get their query resolved. | Between the Self-Service Portal and Quick Response Flows, RevAir has deflected over 50% of their customer support tickets.

Gorgias hosts a customer story for Roma Designer Jewelry. Reported outcomes include: It was working well, customers were delighted, and Roma started building a strong brand image. However, while the brand awareness and traction was growing, customers started to look for the brand online but could not find it. And that's how Roma decided to create its own online store, both to satisfy the growing online demand, but also to stand even closer to its customers. When you sell online, you skip wholesalers and you can cut markups, which was a 100% consistent with Roma's vision. | To conclude, moving to Gorgias has been a great success for Roma. The first response time has been reduced by 50% as they are able to streamline tickets with tags and reply with macros. Macros and automated responses account for more than 30% of ticket resolutions, without losing personalization, thanks to customizable macros that include Shopify variables.

Gorgias hosts a customer story for Rumpl. Reported outcomes include: Challenge: Rumpl's inefficient manual returns process was slow and cumbersome, resulting in less-than-happy customers and operational strain during busy periods. Managing returns via a 3PL took 2–3 weeks and relied heavily on manual tasks and shared Excel sheets. | The results: $8,000 in recouped return fees, while 39% faster resolution time helps drive 4.89 CSAT

Gorgias hosts a customer story for Shinesty. Reported outcomes include: Cody added that thanks to Gorgias, their average resolution time and first response time are extremely low. They now provide their first response time within 57 minutes and resolve a ticket within 1 hour 1 minutes, much lower than they were comparatively when we compare year over year. | automation rate in <2 months

Gorgias hosts a customer story for Shinesty (alternate page). The page provides qualitative implementation proof but no normalized quantified outcome was retained.

Gorgias hosts a customer story for Shinesty (Automate time slice). Reported outcomes include: Shinesty’s Flows are so well-designed that many top Flows have an automation rate over 90% — that means 90% of the time, the customer’s inquiry is completely resolved. | The results: 60% automation rate leads to 69% faster resolution time and 99% faster FRT

Gorgias hosts a customer story for Stoov®. Reported outcomes include: Stoov® leverages insights from Ticket Fields to address customer concerns through product and website enhancements. For instance, Stoov® previously experienced a spike in tickets. Thanks to the Ticket Fields' "Contact Reason" field, they understood that their customers were unsatisfied with their battery life. In response to feedback about battery life dissatisfaction, the product team introduced a larger battery option at an additional cost of €20. | This simple optimization resulted in 50% of customers opting for the bigger battery, leading to a 10% increase in Average Order Value (AOV). These insights also contributed to improved website conversion rates as Stoov® deeply understands customer needs and removes obstacles using data from Ticket Fields.

Gorgias hosts a customer story for Suitshop. Reported outcomes include: Solution: Being amazed by Gorgias' Shopify integrations, the SuitShop team decided to make a switch. Since using Gorgias helpdesk, they decreased their average response time to 2 hours 18 minutes. | No matter where customers reach out to the team — Gorgias Chat, social, email, or text — they can respond quickly. Their average response time is 2 hours 18 minutes.

Gorgias hosts a customer story for SuitShop. Challenge: SuitShop began as an exclusively online DTC brand but quickly expanded to eight retail locations, alongside its virtual store. As customers blended in-store visits with online follow-ups—often coordinating with entire bridal parties—SuitShop needed a CX platform that could unify conversations and help its team of 30+ deliver a seamless, personalized experience across channels.

Gorgias hosts a customer story for Sunski. The page provides qualitative implementation proof but no normalized quantified outcome was retained.

Gorgias hosts a customer story for SuperATV. Reported outcomes include: In addition to increasing team efficiency and scalability, SuperATV's first response time has decreased 84%, from 2 hours to 19 minutes. Their resolution time for customer tickets has reduced by 82%, from 14 hours down to 2.5 hours.

Gorgias hosts a customer story for TalentPop / Silky Gem. Reported outcomes include: Convert contributes up to 20% of daily revenue for small-to-medium brands, while larger brands benefit from personalized campaigns that increase average order value (AOV) through targeted product suggestions.

Gorgias hosts a customer story for The Girlfriend Doctor. Reported outcomes include: The Girlfriend Doctor answers subscription tickets 40% faster with Loop Subscription and Gorgias | Result: Up to 40% faster responses

Gorgias hosts a customer story for Timbuk2. Reported outcomes include: 96% faster responses and 35% more revenue: Why Timbuk2 loves Gorgias | Solution: Gorgias centralized Timbuk2's customer service, lowering their response time from 2 days to 2 hours (96%) and improving their CSAT score by 10%. The team even maintained these metrics during the peak season, lifting revenue by a whopping 35%.

Gorgias hosts a customer story for Tommy John. Reported outcomes include: Solution: Tommy John migrated to Gorgias for its deep ecommerce integrations, intuitive AI tools, and centralized channel management. The switch gave agents full visibility into every customer interaction, eliminated time-consuming manual tasks, and allowed them to spend the reclaimed time with high-intent customers to generate over $100K in sales within two months. | Within the past two months, 20% of phone calls converted to a sale, contributing to $106K+ in sales from support.

Gorgias hosts a customer story for Topicals. Reported outcomes include: With 69% of tickets now dealt with by automation, Topicals’ customer service agents have more time and bandwidth for both pre-sales conversations and dealing with returns requests. | Results: 78% more sales, driven by automating 69% of tickets, 37% faster first response time, and 4.8/5 CSAT

Gorgias hosts a customer story for Trove Brands. Reported outcomes include: “The Actions for order cancellations has improved two key things. It responds to tickets within about 30 seconds and it is available 24/7. Regardless of when a customer places their order, the likelihood of quickly catching and canceling the order has increased by 70% since we started using Actions. It’s an exceptional result.” | 70% fewer misshipments, $23K in monthly labor savings, and a 99% drop in response times during BFCM

Gorgias hosts a customer story for TruWood. Reported outcomes include: To date, Truwood has generated $10M in revenue around the world, and has helped plant over 725,000 trees in Africa. | “We’ve generated over $10 million in revenue to date with a fairly small team and we’ve managed to do that by utilizing various tools such as Gorgias and SMSBump that make our lives easier.” - Bishoi K, Co-founder

Gorgias hosts a customer story for Try The World. Reported outcomes include: On top of that, information about boxes and subscriptions was fragmented between Chargify, Shopify Plus, and their back-office tool. As a result, agents were spending about 20% of their time switching between apps, which negatively affected customer satisfaction.

Gorgias hosts a customer story for Tuesday Morning. Reported outcomes include: Solution: Implementing Gorgias with BrandRukus’s support let Tuesday Morning automate more of its interactions, respond to customers more quickly, reduce CX costs by over 50%, and proactively drive sales through personalized interactions. | By 2018, Tuesday Morning operated over 700 retail locations across the United States and achieved sales exceeding $1 billion. Today, the home decor and furniture depot operates predominantly online through an online store and mobile app that lets consumers shop for their favorite home products from the comfort of their home.

Gorgias hosts a customer story for Tushy. Reported outcomes include: TUSHY has always prioritized strong pre-sales customer service, especially because choosing and installing a bidet can be daunting. While TUSHY’s customer service team — known as Poo-Rus — already had an impressive 6% conversion rate from all support interactions, the company was keen to improve even further. | Over 90 days, TUSHY’s welcome campaign results include:

Gorgias hosts a customer story for TUSHY (Shopping Assistant time slice). Reported outcomes include: Achieved 13x ROI, doubled chat conversion rates, and increased overall conversion by 15% | +15% chat conversion rate

Gorgias hosts a customer story for Uqora. Challenge: Uqora’s team had to switch between 10 tabs to answer subscriber questions, a major detriment to team efficiency and customer experience.

Gorgias hosts a customer story for Vape Superstore. Reported outcomes include: Solution: Vape Superstore switched to Gorgias and implemented Gorgias tagging to easily categorize and prioritize each support ticket by query, which has reduced their response time by 70%. | With bricks and mortar shops being forced to close during the COVID pandemic, in-store customers across the UK shifted to shopping online. Thanks to the online presence of Vape Superstore, this led to a 300% increase in traffic and in turn a sales uplift of 400%.

Gorgias hosts a customer story for Veloretti. Reported outcomes include: As for their accomplishments in terms of customer support, compared to last year Veloretti has successfully managed to cut resolution time, on average, from 1 day 23 hours to 5 minutes 4 seconds— a big win for their team. Their first response time has also been cut down from 4 hours 13 minutes to 54 seconds. Last but not least, 22% of their tickets that were solved with only one agent reply. Tom and the Veloretti team thrives on continuously improving their performance. | With the ambition to grow 400% in sales, their customer interactions will undoubtedly increase, and Tom sees Gorgias as a solution that can scale with them.

Gorgias hosts a customer story for Vessel. Reported outcomes include: A premium sports accessory brand increased email automation by 45% with Gorgias AI Agent. They reduced first response time to 28 seconds, allowing their team to handle complex customer inquiries that require more personalized support. | Solution: After just one month of implementing AI Agent, the team at VESSEL not only increased the number of emails automated via AI Agent by 45%, but reduced first response time to 28 seconds and saw their resolution time decrease to 37 seconds.

Gorgias hosts a customer story for vush. Reported outcomes include: Results: 10% more conversions, more shopper confidence, and less pressure on the customer support team. | By automating common customer questions, Vush managed to reduce the workload of the support team and provide a better in-the-moment experience. Traffic to blog posts has shot up almost four times, and an increasing number of customers are satisfied with the experience, leading to a 10% increase in CVR.

Gorgias hosts a customer story for Wildride. Reported outcomes include: After going viral on Instagram, the baby carrier brand needed an immediate solution to handle 1,000 tickets weekly. With Gorgias AI Agent, they automated 33% of their emails and resolved issues 24% faster. | Challenge: Wildride saw their ticket volume increase by 4x due to viral Instagram reels. Managing the increased ticket volume, particularly on Instagram, where 70% of the surge in interactions started, became a significant challenge for their two support agents.