Our verdict
Being tested. An editor is using Gorgias hands-on; the verdict and score appear here once they sign it off.
What it does
Gorgias is help desk software built for online shops. It brings emails, chat and social media messages into one inbox, and shows each customer’s orders from Shopify next to their message, so staff can refund, edit or track an order without switching apps. Its AI agent answers common questions, such as “where is my order?”, on its own.
It suits online shops, especially on Shopify. Most other businesses will be better served by a general help desk.
Why use it
- Order details from Shopify sit beside every message.
- Its AI agent answers order tracking and returns questions by itself.
- Staff can refund or edit orders without leaving the help desk.
- Comments and messages from social media arrive in the same inbox.
How it works
- Sign up and connect your Shopify store.
- Connect your support email, chat and social media accounts.
- Add your policies and help articles for the AI agent to use.
- Test its answers on real questions, then switch it on for simple topics.
- Review its conversations and adjust what it is allowed to do.
How hard is it to use?
Intermediate Some set-up, or a little practice, to get good results.
Connecting a Shopify store is quick. Setting up rules and teaching the AI agent takes a few sessions, which is why we rate it Intermediate.
What it costs
Paid plans; free trial. Paid monthly plans priced by how many support tickets you handle, not by staff, with a seven-day free trial. The AI agent is charged for each conversation it resolves on its own.
Prices change often, so check Gorgias’s own site before you pay.
Watch out for
- Costs rise with your support volume, which can jump during sales and at Christmas.
- It is built around Shopify, and other shop platforms get fewer features.
- Check that AI answers about refunds match your returns policy.
Your data
Gorgias handles your customers’ messages and order details. Check its privacy policy and security pages for where data is stored and whether conversations are used to train its AI.
We haven’t confirmed that Gorgias can keep your data in the UK, so check where it keeps your data before you share anything private or about other people.