Gorgias

Gorgias is an ecommerce customer support platform that combines helpdesk workflows, customer data, automation, and AI assistance to help online retailers manage customer conversations. It connects support interactions from channels such as email, live chat, social messaging, SMS, and voice with ecommerce systems so agents can access order and customer information while resolving requests.

1. Ecommerce support workflows: Gorgias is built specifically for online stores, helping teams manage customer questions, order changes, refunds, returns, product inquiries, and sales-related conversations from a shared support workspace. Its workflows are designed around ecommerce activities rather than general-purpose customer service.
2. AI customer service: Gorgias AI Agent uses a brand’s knowledge, store information, and configured automation rules to answer customer questions and handle common requests such as order tracking, product information, and post-purchase support, with escalation options for more complex cases.
3. Automation and integrations: teams can automate repetitive support actions through rules, macros, and AI-powered workflows while connecting Gorgias with ecommerce platforms, apps, and business tools to keep customer service processes connected with store operations.
4. Customer and order context: agents can view customer history, previous conversations, and ecommerce data within the support workspace, allowing them to handle requests without manually searching across separate systems.

Gorgias is most suitable for ecommerce brands that need customer support software built around online store operations, order management, and sales-focused conversations rather than a general help desk designed for broader industries.