Gorgias
Gorgias is a private SaaS company that provides an AI-powered, omnichannel helpdesk and conversational commerce platform purpose-built for ecommerce merchants, with deep native Shopify integration. Founded in 2015 and headquartered in San Francisco, it serves 17,000+ brands and holds 40% of the Shopify customer-support market.
- Company typePrivate
- Founded2015
- HeadquartersSan Francisco, United States
- Headcount251–500
- GTM typeB2B
- OfferingSoftware
What Gorgias does
Gorgias is a private, venture-backed SaaS company that builds a conversational AI platform purpose-built for ecommerce merchants. Its flagship product is an AI Agent, pre-trained on more than 1 billion ecommerce conversations under a direct partnership with OpenAI, which automates customer support and conversational commerce workflows such as order management, returns, subscription handling, and product recommendations. The AI is paired with a unified omnichannel helpdesk that consolidates email, chat, SMS, WhatsApp, Instagram, Facebook, and Voice into a single inbox with native Shopify data context. The company was co-founded in 2015 in France by Romain Lapeyre (CEO) and Alex Plugaru (CTO) and has since relocated its headquarters to San Francisco, while maintaining a Paris office.
Gorgias monetizes through a tiered subscription model based on monthly ticket volume (Starter at $10/month for 50 tickets up to Advanced at $900/month for 5,000 tickets, plus custom Enterprise contracts), supplemented by a usage-based AI Agent layer priced at $0.50–$1.00 per resolution, and add-on modules for Voice and SMS. The go-to-market combines a product-led self-serve motion for small Shopify merchants with a dedicated enterprise sales motion for large brands, supported by a structured "50 in 50" onboarding program targeting 50% automation within 50 days. The company reports serving 17,000+ ecommerce brands globally and 40% of the Shopify brand customer-support market.
The company has raised approximately $101 million in disclosed venture funding across multiple rounds, including a $25M Series B in 2020, a $30M Series C in August 2022 led by Transpose Platform and Shopify's investment arm at a $710M post-money valuation, and a $29M Series C-2 in May 2024 led by Alven and SaaStr Fund. Strategic investors include Shopify, Sapphire Ventures, CRV, Amplify Partners, and Flex Capital. The platform integrates natively with Shopify plus 100+ ecommerce, marketing, subscription, returns, and ERP tools, and its enterprise customer base spans brands such as Steve Madden, Reebok, Arc'teryx, Quiksilver, Dr. Bronner's, Tommy John, simplehuman, and bareMinerals.
Gorgias firmographics
Firmographics- Name
- Gorgias
- Legal name
- Gorgias Inc.
- Website
- https://gorgias.com
- Company type
- Private
- Founded year
- 2015
- Operating status
- Operating
- Headcount range
- 251–500 employees
- Short description
- Gorgias is a private SaaS company that provides an AI-powered, omnichannel helpdesk and conversational commerce platform purpose-built for ecommerce merchants, with deep native Shopify integration. Founded in 2015 and headquartered in San Francisco, it serves 17,000+ brands and holds 40% of the Shopify customer-support market.
- Ownership category
- akta.pro rank
Gorgias industry classification
Industry- Product category
- Ecommerce Customer Support Software
- NAICS
- Software Publishers (5132)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC)
- akta.pro secondary industries
- Social Customer Service & Conversational Sales Platforms (CRAFANAL), AI Integration & Orchestration Platforms (Connectors, Workflow, iPaaS for AI) (HDAEANAI)
Keywords
Where Gorgias is headquartered
LocationHeadquarters
- HQ city
- San Francisco
- HQ country
- United States
- HQ region
- North America
Offices2 records
Markets served
Gorgias business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations
Revenue model
- Subscription (Helpdesk): Tiered subscription model based on monthly ticket volume. Plans range from Starter ($10/month for 50 tickets) to Advanced ($900/month for 5,000 tickets), with overage fees for additional tickets.
- AI Agent (Per Resolution): Usage-based AI pricing at $0.50-$1 per resolution for AI-powered ticket automation. Additional cost layer on top of base subscription.
- Voice Add-on: Phone support capability offered as an add-on to base plans for brands needing voice support.
- SMS Add-on: SMS support functionality offered as an additional module for conversational messaging channels.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Monthly | Starter - $10/month |
| Subscription | Monthly | Advanced - $900/month |
| Usage-based | Pay-as-you-go | AI Agent - Per Resolution |
| Subscription | Annual | Enterprise - Custom |
Go-to-market motion2 records
Distribution channels4 records
Marketing channels9 records
Gorgias product offering
Product offeringCore offering
Gorgias sells a conversational AI platform purpose-built for ecommerce customer support, combining an autonomous AI Agent with a unified omnichannel Helpdesk. The AI Agent resolves up to 60% of support inquiries instantly, conducts product recommendations, and drives upsells, while the Helpdesk consolidates email, chat, SMS, WhatsApp, Instagram, Facebook, and voice into a single inbox with native Shopify order and customer data. The platform is sold primarily on tiered subscription plans with usage-based AI fees, targeting Shopify-based DTC brands from SMB through enterprise.
Product overview
Gorgias is a conversational AI platform for ecommerce, combining an AI Agent with a unified Helpdesk in a single platform. The core offering includes the AI Agent (with Support Agent and Shopping Assistant sub-modules) that autonomously handles customer inquiries and drives sales, paired with the Helpdesk that consolidates all customer channels (email, chat, SMS, Voice, WhatsApp, Instagram, Facebook) into one inbox. The platform integrates natively with Shopify and 100+ ecommerce apps, enabling order management actions directly within conversations. Built on OpenAI partnership with AI pre-trained on 1B+ ecommerce conversations, it automates 60% of support tasks while helping brands increase conversion rates and average order value.
Differentiator
Problem solved
Functional benefit
Products and services
- AI Agent Autonomous conversational AI agent built on a direct OpenAI partnership and pre-trained on 1 billion+ ecommerce conversations. Sells, supports, and engages customers 24/7 across email, chat, SMS, WhatsApp, Instagram, and Facebook; resolves up to 60% of inquiries instantly and drives revenue through upsells and conversions. Targeted at ecommerce brands.
- Helpdesk
Quantifiable outcome
- 60% of inquiries resolved instantly with AI automation
- +8 more outcomes
Companies that use Gorgias
Customer profileNamed customers18 records
Segments7 records
Ideal customer profiles2 records
Gorgias technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration15 records
AI capability6 records
Feature8 records
Gorgias partnerships and signals
Strategic signalPartnerships
Eight partnerships are on record, tiered core and minor.
- OpenAIcoreGorgias is an official OpenAI Partner with direct access to OpenAI models, enabling deeper AI integration and model access for ecommerce-specific AI features including product recommendations, order management, and brand voice customization.
- KlaviyocorePreferred integration partner for email marketing and customer data platform. Klaviyo and Gorgias integration allows seamless data sharing and targeted marketing automation based on support experiences.
- RechargecorePreferred integration partner for subscription management. Integration allows support agents to manage subscriptions, handle billing inquiries, and prevent churn directly from the Gorgias inbox.
- YotpocorePreferred integration partner for loyalty, reviews, and SMS marketing. Integration enables unified customer engagement across loyalty and support functions.
- Loop ReturnscorePreferred integration partner for returns management. Enables seamless returns processing and automation directly within the Gorgias support workflow.
- AttentivecorePreferred integration partner for SMS marketing. When customers reply to Attentive SMS campaigns, tickets are automatically created in Gorgias for agent response.
- WOW24-7minorWOW24-7 partnered with Gorgias to enhance ecommerce customer support capabilities for their clients using Gorgias as the underlying support platform.
- Consio AIminorConsio AI, a voice commerce platform for ecommerce, was co-founded by former Gorgias employees. Founders and operators from Gorgias participated in Consio AI's seed funding round.
Scale indicators10 records
Recent moves6 records
Expansion highlights7 records
Gorgias competitors and assessment
Company assessmentDirect peers
- Re:amaze: Re:amaze is a helpdesk and live chat platform designed for ecommerce stores, with native Shopify, BigCommerce, and WooCommerce integrations. It targets the same Shopify merchant customer base as Gorgias with comparable messaging and automation features.
- Tidio: Tidio is a customer service and chatbot platform with strong ecommerce focus, offering Lyro AI for automated support. It targets SMB Shopify and WooCommerce merchants with combined live chat, helpdesk, and AI features, overlapping with Gorgias at the entry tier.
- Intercom: Intercom is an AI-first customer service platform with Fin, its AI agent, and a broad product suite including helpdesk, live chat, and proactive messaging. It is the most credible AI-native challenger to Gorgias in conversational support and competes for both SMB and enterprise customers.
- Help Scout: Help Scout is a customer support platform aimed primarily at SMB and mid-market customers, with a shared inbox, knowledge base, and emerging AI capabilities (AI Drafts and AI Answers). It competes for the same Shopify and DTC ecommerce customers at the lower end of the market.
- Kustomer: Kustomer is an ecommerce-focused customer service CRM platform that, like Gorgias, offers a unified omnichannel inbox and deep Shopify integration. Originally independent, it was acquired by Meta, but its feature set remains directly comparable to Gorgias in the Shopify merchant segment.
- Richpanel: Richpanel is a customer service platform purpose-built for Shopify and ecommerce merchants, offering a self-service portal, automations, and an AI agent. It competes head-to-head with Gorgias for the same Shopify merchant base, particularly in the SMB and mid-market tiers.
Broad incumbents
- Zendesk: Zendesk is a leading enterprise customer service and engagement platform with a broad helpdesk product and increasingly sophisticated AI agents. It does not specialize in ecommerce, but it competes for the same enterprise customers Gorgias targets and has significantly larger scale.
- Freshdesk (Freshworks): Freshworks' Freshdesk is a broadly deployed helpdesk platform with Freddy AI for automated support. It serves a wide range of industries including ecommerce, and competes with Gorgias for mid-market and enterprise customers looking for generalist platforms.
- Salesforce Service Cloud: Salesforce Service Cloud is a large enterprise customer service suite with Einstein AI for agent assistance and automation. While not ecommerce-specific, it competes for the largest enterprise customers in Gorgias's footprint and benefits from the broader Salesforce CRM ecosystem.
Regional players
- Channel Talk: Channel Talk is a customer engagement and messaging platform that originated in Korea and has expanded across Asia, offering AI-powered chat and marketing tools for ecommerce. It is comparable in functionality to Gorgias but is primarily a regional player serving Asian merchants, with limited overlap in North America.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Gorgias social profiles
Digital presenceGorgias financial estimates
Financial estimateRevenue estimate
Valuation estimate
Gorgias leadership team
Management profileNumber of profiles
Profiles5 records
Gorgias funding detail
Funding detailFunding overview
Funding rounds10 records
Investors22 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Gorgias M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Gorgias
What does Gorgias do?
Gorgias sells a conversational AI platform purpose-built for ecommerce customer support, combining an autonomous AI Agent with a unified omnichannel Helpdesk. The AI Agent resolves up to 60% of support inquiries instantly, conducts product recommendations, and drives upsells, while the Helpdesk consolidates email, chat, SMS, WhatsApp, Instagram, Facebook, and voice into a single inbox with native Shopify order and customer data. The platform is sold primarily on tiered subscription plans with usage-based AI fees, targeting Shopify-based DTC brands from SMB through enterprise.
Is Gorgias a public or private company?
Gorgias is a private company. It is classified as venture growth investor backed and is currently operating.
When was Gorgias founded?
Gorgias was founded in 2015. It employs 251 to 500 people.
Where is Gorgias based?
Gorgias is headquartered in San Francisco, United States, in the North America region.
How does Gorgias make money?
Four revenue lines are on record. Subscription (Helpdesk) is the primary driver. The others are AI Agent (Per Resolution), voice Add-on and SMS Add-on.
Who are Gorgias's main competitors?
Direct peers on record are Re:amaze, Tidio, Intercom, Help Scout, Kustomer and Richpanel. Broad incumbents are Zendesk, Freshdesk (Freshworks) and Salesforce Service Cloud. Channel Talk is listed as a regional player.
Does Gorgias have an API?
Yes. Gorgias provides a public REST API for developers to build custom integrations and automate workflows. The API allows developers to access and manage customer data, tickets, orders, and other platform resources programmatically. Documentation is available at docs.gorgias.com. Developer documentation is at docs.gorgias.com/en-US.
What industry is Gorgias in?
Gorgias's product category is Ecommerce Customer Support Software. Its primary akta.pro industry code is HDAAAFAC, Conversational AI Platforms (chat/voice bots, orchestration), with a secondary code of CRAFANAL, Social Customer Service & Conversational Sales Platforms. Its NAICS code is 5132 and its SIC code is 7372.