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.
