Gorgias
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About
Gorgias is a conversational AI platform for ecommerce businesses. It centralizes customer support across various channels (email, social media, live chat, voice, SMS), automating up to 60% of inquiries using AI. Its AI Agent provides brand-aligned conversations, boosts conversions, and offers tailored recommendations. Gorgias integrates with major ecommerce platforms (Shopify, BigCommerce, Magento, WooCommerce) and offers various add-ons like Voice and SMS support. The platform also includes marketing tools to increase conversions and features to measure and improve support performance.
Platform
Features
• access real-time product information
• edit shopify orders
• increasing conversions 2.5x with tailored recommendations
• resolving 60% of support inquiries
• ai agent delivers brand-aligned conversations
• increase website conversion rate by 6% with onsite campaigns
• centralized customer support
• automate 60% of your support with ai
FAQs
Which Gorgias plan should I choose?
Based on your number of support tickets, you can determine the ideal plan using our pricing module. Depending on your ticket volume, it might be cost-effective to stick with a plan and pay per-ticket overages. If a higher-tier plan offers better value, we'll recommend upgrading.
How do ticket overages work?
If you exceed the number of tickets included in your monthly plan, any additional tickets will incur an overage fee. This means you’ll be charged a fixed cost for each ticket beyond your plan’s monthly limit. The overage rate varies depending on your specific plan. We monitor your usage and, if it’s more cost-effective, we’ll recommend upgrading to a higher-tier plan to better suit your needs and help you save on overage costs.
What is a billable ticket?
A billable ticket is a conversation initiated through one of the integrated channels which includes a message from an agent or a rule using Gorgias. A ticket that receives a response by an agent or a rule will only be counted as one billable ticket regardless of how many messages are sent or received on the thread. Note for chat tickets: If a customer responds to a chat ticket after 3 days of inactivity, this will create a new ticket which will be billable.
What is an automated ticket?
An automated ticket is a customer request that is resolved without any agent involvement, by using one of the features of the Automation. If an agent gets involved, the interaction does not count as successfully automated. For example, if a shopper starts a Quick Response Flow in the Chat widget and messages an agent with a follow-up question within 24 hours, it will count as a billable ticket (and not an automated interaction).
What is a Voice ticket?
Tickets become Voice tickets when at least one phone call takes place between the customer and your team. Once a ticket becomes a Voice ticket, you can have multiple calls at no extra charge.
What is SMS ticket?
Tickets become SMS tickets when at least one text message is sent from a customer to your team or vice versa. Once a ticket becomes an SMS ticket, you can continue texting at no extra charge.
How many tickets a month will I have?
As a general rule, most stores receive tickets at a rate of 2-10% of their overall order volume. Your volume of tickets will depend on your industry, product complexity, and level of customer self-service.
Do I have to pay for all messages received?
No. Think of each billable ticket as a two-way conversation. An incoming request only becomes a ticket when you respond from within Gorgias. If you close a ticket before responding (because it's spam or a no-reply message), you won't be charged.
How many tickets a day can a rep handle?
Top reps using built-in automations and Macros close out 100-200 tickets per day.
Do I have to pay state sales tax on my Gorgias subscription?
You may be required to pay state sales tax on your Gorgias subscription. We determine the applicable sales tax for your organization based on your billing address. More information here: gorgias.com/legal/master-subscription-agreement
How do you calculate pricing?
When you select a specific number of tickets, we automatically compare the base price of your chosen plan with any additional overage fees to see if it’s more cost-effective than upgrading to the next plan. We only recommend moving to a higher plan if the total cost (base price + overages) equals or exceeds that plan’s price. For example, if you choose 900 tickets, it’s more affordable to stay on the Basic plan at $50, plus $240 in ticket overages, compared to upgrading to the Pro plan at $300.
Pricing Plans
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