Gorgias

Shopify and DTC ecommerce brands wanting support tied to order data

Gorgias is purpose-built for e-commerce support the Shopify integration shows order data inline, the macros handle common e-commerce questions, and the automation reduces manual responses. The revenue attribution tracks support's impact on sales. The social and SMS channels centralise customer conversations. Pricing starts around $10/month for 50 tickets. Compare against: Zendesk for more comprehensive helpdesk features, Freshchat for simpler needs, or just email if your volume is tiny. Choose Gorgias when you're a growing e-commerce store and support is becoming a bottleneck. The focus on e-commerce means you won't pay for features you don't need. The learning curve is gentle. Best for Shopify stores doing £10K+ monthly where support volume justifies dedicated tooling and order data integration genuinely improves support efficiency.

Gorgias is a customer-support helpdesk built specifically for ecommerce, centralising email, live chat, social, SMS and voice tickets in one shared inbox with native Shopify, BigCommerce and Magento integrations. It includes an AI Agent that can resolve common requests such as returns, order edits and FAQs. It is aimed at online retailers and DTC brands that want support tied to store and order data.

Gorgias is purpose-built for e-commerce support the Shopify integration shows order data inline, the macros handle common e-commerce questions, and the automation reduces manual responses. The revenue attribution tracks support's impact on sales. The social and SMS channels centralise customer conversations. Pricing starts around $10/month for 50 tickets. Compare against: Zendesk for more comprehensive helpdesk features, Freshchat for simpler needs, or just email if your volume is tiny. Choose Gorgias when you're a growing e-commerce store and support is becoming a bottleneck. The focus on e-commerce means you won't pay for features you don't need. The learning curve is gentle. Best for Shopify stores doing £10K+ monthly where support volume justifies dedicated tooling and order data integration genuinely improves support efficiency.

What is Gorgias?

Gorgias is a customer support helpdesk purpose-built for e-commerce teams. It combines a ticketing system with automation, live chat, and direct integrations with e-commerce platforms like Shopify and BigCommerce. The main appeal is that it understands e-commerce workflows (refunds, order status, inventory) rather than treating them as generic customer service requests.

Who is it for?

Gorgias is built specifically for e-commerce teams, particularly Shopify sellers who handle high volumes of customer inquiries. It's less relevant for B2B SaaS companies, but valuable for B2B e-commerce businesses selling physical products or for B2B2C models where you have many end customers. If you operate a Shopify store with a growing support team, Gorgias is worth considering.

Key features for B2B growth teams

Native Shopify integration shows order history, customer data, and inventory status without leaving the helpdesk

Automated workflows for common requests (refunds, tracking updates, order cancellations) reduce manual work

AI-powered suggested responses that save agents time drafting replies

Live chat widget captures visitors before they leave your store

Unified inbox for email, chat, SMS, and social media messages

Knowledge base and help articles accessible to customers and agents

Team collaboration and note-taking to maintain context across shifts

Customer history showing past purchases, interactions, and lifetime value

How it fits in your B2B tech stack

If you're running a Shopify store, Gorgias replaces or supplements your existing support system. It integrates directly with Shopify's backend, so your support team has immediate visibility into customer orders and can resolve issues quickly. It connects to your email, payment processor, and shipping platform, reducing the back-and-forth between systems. For B2B e-commerce, it acts as the front door for customer service and works alongside your CRM and analytics tools.

Pricing overview

Gorgias pricing starts around £50 per month for small teams and scales based on conversation volume and features. Most Shopify stores with active support teams spend £100-300 per month. The free tier handles basic chat and email ticketing. For comparison, it's more affordable than Zendesk but more expensive than basic Freshdesk for non-e-commerce use cases.

Practical verdict

Gorgias is excellent if your business model is Shopify-based e-commerce and you need support automation. The native integration with Shopify order data is powerful and saves time. However, if you operate a pure B2B SaaS business or do primarily B2B sales, you're better served by Freshdesk, which is less specialised and more flexible. Gorgias's strength is that it understands e-commerce workflows, but that specificity makes it less useful outside that domain. For B2B e-commerce teams managing customer support at scale, Gorgias reduces repetitive work and improves resolution times. Test it if you're on Shopify and your support team is handling more than 100 customer inquiries per week.