Great business idea? Check. Great sales platform? Check. Awesome marketing plan? Check.
But what about customer support?
According to research, customer support is a huge factor in promoting customer trust, engagement, and retention.
For example, Salesforce found a whopping 89% of consumers are more likely to buy again from a retailer after a good experience with customer service. Meanwhile, HubSpot uncovered that nearly 70% of consumers would pay more for products and services if the company offers good customer service.
The point is, if you run an online business, you can’t afford to skimp on customer support. Not only will offering great service generate positive vibes, trust, and loyalty, it will help you avoid the opposite – bad word of mouth.
Nowadays, with social media, this can have a devastating impact on a business – especially on one that’s still finding its feet in the market.
Fortunately, there are lots of solutions that can solve the problem of delivering great customer service. One such solution is Gorgias.
In this Gorgias review, we look at all aspects of the automated customer support platform. We also let you know about some alternatives and reveal why Whop is your best customer support buddy.
What is Gorgias?
Gorgias is an AI-powered CX (customer experience) platform that takes over the customer support function on behalf of small to mid-size ecommerce businesses.
Founded in Paris in 2015 (and named after a philosopher, in case you were wondering…), it now has offices across the world, with its HQ in San Francisco.
Gorgias has been a partner of Shopify since 2017 and is available via the ecommerce platform’s app store. In fact, Shopify (an investor in Gorgias) is its main integration, with some of the functions tailored to support users of the ecommerce platform.
Gorgias also integrates with other big names in the ecommerce space, including:
- WooCommerce
- BigCommerce
- Magento
- PrestaShop
While Gorgias focuses on providing helpdesk services to online stores, mostly in the physical products space, it recently added subscription management platform Recharge to its suite of integrations.
Gorgias claims to work with over 15k sellers, including some big names, such as Reebok, footwear and fashion brand Steve Madden, and Loop earplugs.
👉 To avoid confusion, throughout this Gorgias review, we’ll refer to those who reach out for support as “customers” and those who pay for Gorgias’ platform as “users”.
Gorgias: pros & cons
✅ Variable pricing plans | ❌ Use-based pricing |
✅ Lots of customer contact options | ❌ Some features complex to set up |
✅ Positive user reviews | ❌ Too advanced for some users |
✅ Best for Shopify | ❌ Limited scalability |
✅ 100+ integrations | ❌ Ecommerce focus |
✅ AI-driven automation options | ❌ Add-ons and extras can be costly |
✅ Good user resources | ❌ Limited analytics |
How does Gorgias work?
Businesses that sign up to the Gorgias platform can view and manage all customer support interactions via a single dashboard. Depending on the plan and add-ons a user chooses, they can offer various ways for customers to access support:
- Phone
- SMS
- Social media (Facebook, Twitter (X), Instagram)
- On-site messaging (live chat)
There’s also a significant automation element to Gorgias, with the platform able to offer users up to 60% of their customer support through their AI tools. Again, users can tailor this by choosing a plan with higher or lower proportions of automation.
We’ll go over the different plans and what they include later in our Gorgias review.
Each time a customer contacts support, a “ticket” is generated. This is essentially a record of each issue raised, any conversations, and the resolution reached.

All tickets are funneled into the single dashboard, where they can be viewed and sorted by categories including contact type and tags (such as “returns”, “refunds”, “cancellations”, etc.)
One other thing to know before we dig into the features of Gorgias is that users can “brand” the platform to their company. This means customers deal directly with agents working for the company they’ve bought from, even though the underpinning support infrastructure is provided by Gorgias.
Just how important is it to keep your customers happy? Read our guide that explains everything you might not have thought about.
Gorgias key features
Let’s move on to look at the features of Gorgias – this is where things get a little complex (maybe too complex for many businesses).
Gorgias Helpdesk

Gorgias Helpdesk is the core offering, putting all customer support functions in one place. Users can choose to offer various routes to contacting the company:
- Live chat: Users can add a chat widget to their site to offer customers this contact option. Powered by AI, the feature can be customized and reduces the burden on the human customer support team.
- Email: Users can centralize their email communications, so all customer support agents know what queries have been answered and can take over from a colleague. The platform also collates data, such as order details, to simplify the process of answering emails.
- Social media: In addition to being able to communicate with customers through the main social platforms, Gorgias offers the ability to offer end-to-end support, including giving agents access to all a customer’s interactions with the company across all channels.
- Voice: Tailored to Shopify, this feature allows users to streamline their telephone-based support with AI summaries of calls, interactive voice response (those annoying “press 1 for…” menus), call routing, and WhatsApp integration.

- SMS: This adds another contact option within the Gorgias ecosystem, allowing for the resolution of customer queries via text message. It also integrates with various SMS marketing apps, so companies can use this channel for promotional activities.
Note that the voice and SMS options are available as add-ons to the core packages. We’ll cover this a little later in the Gorgias review.
It also allows users to create an AI-trained help center. This is a central source of general information designed to provide answers to general queries, avoiding the need for customers to create a ticket.
In fact, Gorgias claims up to 50% of customer-agent contact can be reduced by having a help center.
Gorgias Automate

Gorgias Automate allows up to 60% of the customer support function to be automated on the platform. Depending on the user’s needs, the AI support tool can be configured to:
- Answer emailed questions and queries from customers.
- Perform selected actions (such as changing a shipping address).
- Answer FAQs (such as providing standard product info).
- Manage orders (such as providing tracking and delivery dates).
Users can connect the AI assistant to all its company channels and give it access to customers’ accounts so it can source the info needed to satisfy the queries. It integrates with several platforms, including Shopify and Recharge.
Users can also set up Flows, that prompt the correct automated response based upon the customer’s input.
In addition, Gorgias gives users tools to manage the AI assistant, so they can tailor it to their needs, including refining the brand voice and creating personalized responses.

Gorgias claims the advantages of automation include the ability to offer 24/7 support and the savings associated with not needing human agents. It further claims that users can be up and running with the AI Agent in less than 60 minutes.
The usefulness of this feature really depends on the individual business. While it can be a time and money saver, it may not be necessary for smaller businesses or for those who’d rather reach out to their customers in person.
As you’ll see when our Gorgias review moves on to pricing, it also bumps up the cost of the platform by a significant amount (we’re talking up to $100s).
Need to improve your customer experience? Read our guide to discover great ways your ecommerce businesses can guarantee customer satisfaction.
Macros, rules & autoresponders
We’ve grouped these features under one heading as they are all about simplifying things by automating parts of the customer service function.
Macros: Users can set up template answers that provide standard responses to specific customer queries.
Rules: These are actions that automatically occur when a user inputs certain variables – together, they create a map that guides customers through the support network.

Autoresponders: These are the automatic messages that are personalized and sent out according to the defined rules and macros.
Once these elements are set up, they offer a hands-off customer support solution that takes care of many (if not most) queries. However, getting everything in place is time-consuming.
Georgias integrations

If you like integrations, you’ve come to the right place – Gorgias boasts over 100.
We’ve already touched on a few (Shopify, Recharge, BigCommerce, social media, etc.). However, it also integrates with apps which:
- Provide data analytics on customer support metrics
- Offer customer journey marketing
- Automate email marketing campaigns
- Deliver order fulfillment services

Other integrations include Outlook and Google Mail, for syncing the email function, and WhatsApp to offer another way to interact with customers.
The idea behind these integrations is to offer a holistic solution for businesses, with everything under one umbrella. And while it’s all useful stuff, it’s also quite mind-boggling and – again – likely to be overkill for smaller businesses and those with more simplified operations.
This is especially true if you’re selling digital products, which are easier to manage than physical goods (no shipping, returns, etc.). This will eliminate a whole raft of functions and related customer queries that need to be resolved.
Plus, as we’ll spell out in a later section, all of these features come with a healthy price tag attached.

Want to offer customer support the easy way? Try Whop’s helpdesk app.
Gorgias Convert
To complement its customer support system, Gorgias has developed a conversion rate optimization (CRO) tool.

It helps users to boost their customer conversion rate by providing an additional layer of engagement through:
- Product conversions
- Shopper’s assistance
- Incentives
- Cross-sell campaigns
These are all linked to the live chat feature. Gorgias Convert monitors how long a shopper spends on a page. After a defined period, a pop-up will appear offering extra help or information.

In the example above, the shopper can watch a beauty tutorial to find out how to use the product they’ve selected to encourage a purchase.
According to Gorgias, using Convert leads to an average 6% improvement in conversion rate and a 2% boost to average order value (AOV). It can also boost sales on targeted products by 49%.
Gorgias Convert is another add-on product, which means it’s not included in the core plans (i.e. it costs extra).
Billable & automated tickets
Before we move on to pricing, we’ll offer a quick look at how Gorgias defines “tickets”. This distinction is important, as it will affect how much Gorgias charges for its services.
A ticket is created or logged each time a customer reaches out for support, however they choose to do so. But not all tickets are treated equally when it comes to how much Gorgias charges its users.
A “billable” ticket is anything that involves interaction between the customer and the customer service agent.
For example, a customer wants to complain about not receiving an item they’ve ordered. They phone a customer support agent, who tracks the order, finds the item was delayed at the warehouse, and relays this to the customer.

There are also “automated tickets”. These involve no customer-agent interaction and are resolved via an automated response.
For example, a customer wants to find out how to return an item. They type their query into the automated chat box and receive a link to the page on the retailer’s website which explains the returns process. They effectively resolve their own query without directly communicating with the agent.
Similarly, tickets that don’t get any response – i.e. spam – aren’t counted as billable tickets. However, automated tickets become billable tickets, as soon as an agent gets involved.
Gorgias also has more granular rules, such as a new ticket being started if a customer doesn’t reply within three days of getting contacted by the company.
However, the main point is that if you’re interested in the Gorgias platform, be aware of how you will be charged.
With that, let’s get to the details of the pricing.
How much does Gorgias cost?
Like what you’ve read so far about Gorgias and wondering what it will set you back?
Well, the interesting thing about Gorgias is the wide range of available options.
The Starter plan starts at $10 a month (paid monthly), Basic starts at $60, Pro at $360, and Advanced at $900 (plus a bespoke Enterprise option).
There is a discount available for paying annually, with Basic priced at $50, Pro at $300, and Advanced at $750. There’s no yearly option for the Starter plan. A 7-day free trial is available on all plans.
Why the disparity? It’s because, as we mentioned above, the pricing is based on the average number of billable tickets received over a month:

Gorgias is clearly trying to ensure its offering appeals to as wide a user base as possible.
Its Starter plan is aimed at businesses with just 50 billable tickets a month, all the way up to 5k with the Advanced plan.
The Gorgias site includes a useful slider, so you can set your level of billable tickets to get a selection of suitable plans.

You’ll notice in the graphic below that there are several options under each tier. The price within individual plans rises depending on the level of AI automation you want (including 0%).
As we talked about earlier, adding an automation component pushes up the cost.
Here’s an example of the Pro plan, which costs $300 with no automation, $555 with 10% automation, and $833 for 30% (paid yearly). The equivalent when paid on a month-to-month basis is $360, $666 and $1k.

Once you’ve picked your base price, there are available add-ons. These are not available on the Starter plan. The add-ons are:
Voice add-on: This provides access for customers to a cloud-based call center. It’s charged on a pay-as-you-go basis of $2.40 per ticket or between $0.36 and $1.20 per ticket depending on the selected volume of calls.
SMS add-on: This gives customers the option to interact with customer service via text message. On a pay-as-you-go basis, you are charged $1.60 per ticket, while if you opt to pay on a volume basis, it costs between $0.40 and $.80 per ticket.
Gorgias Convert: The cost to use the CRO tool is based on clicks per month. The latest pricing is:

Another cost to be aware of is the charge for overages. This is the amount charged if the number of tickets exceeds the number allowed in the plan.
For the Starter plan, these are charged as $0.40 per extra ticket. For the higher tier plans, it’s a flat $36 to $40 per block of 100 extra tickets.
Overall, this type of use-based pricing can be a double-edged sword. On the one hand, users enjoy flexibility. However, on the other, it adds an element of uncertainty for businesses trying to accurately budget for their expenses.
Our verdict on Gorgias
So, is Gorgias worth it?
On the plus side, while it’s not the most technically advanced platform out there, Gorgias offers a full suite of options. Customizable and automated features allow users to tailor and brand their customer support function.
Though some features are complex to set up, once done, the user interface is easy to navigate. Users can integrate and streamline their customer contact options through a single dashboard, which gives all agents access to the same information.
Cost-wise, there are flexible, wide-ranging plans to suit different business needs.
There is also a comprehensive library of resources on the Gorgias site, including webinars, a help center, and training academy. There are even calculators to help potential users find out how much Gorgias could potentially save their business.

However, this all has to be balanced with the price. The add-ons and use-based pricing mean it’s difficult to work out exactly how much a subscription will cost. The automation options add a significant cost to each plan.
In addition, Gorgias seems to fall short for both smaller and larger businesses in terms of its features and scalability.
The platform may be too much for smaller businesses that simply want an easy way to provide great customer service. Meanwhile, the platform might not be sophisticated enough for the largest businesses, when compared to some of its competitors.
A look at Trustpilot reveals a largely – but not wholly – positive verdict from users.

There are some clearly fraudulent 1-star reviews on Trustpilot. However, some of the legit-looking negative comments include (ironically) issues reaching Gorgias’ customer support. Some users reported problems with certain integrations, while others raised issues with clunky customizations.
Who is Gorgias best for?
Gorgias is best for small-to-medium ecommerce businesses that sell physical products (particularly those with a Shopify store) and deal with a high volume of customer queries.
Alternatives to Gorgias
Gorgias not ticking all the boxes? Here are some alternative customer support tools and platforms that might work better for your needs.
1. Whop

Whop offers an all-in-one platform for creators and entrepreneurs to monetize digital products. The service extends to customer support, with the availability of live chat and a Resolution Center to help creators communicate with their customers and easily resolve any issues that arise. Creators can also add a Help Desk app to their own “whop” internet hub to offer customers a streamlined way to get in touch.
Cost: Creators can sign up to Whop for free, with fees starting at 3% per transaction.
2. Zendesk

More established, sophisticated, and feature-rich than Gorgias, Zendesk also has a customer base that extends beyond ecommerce. In fact, Gorgias is the better option for ecommerce as that’s its sole focus. Zendesk pricing is steep, but the plans are not based on usage, just the features they include.
Cost: The plans start at $19 for basic email support. For multi-channel options and automation, the plans cost $55 or $155. These figures are based on a single annual payment. Month-to-month plans cost 20% more.
3. Zoho Desk

Zoho Desk has fewer features and integrations and a less user-friendly interface than Gorgias or Zendesk. It also has fewer customization options and a less sophisticated AI assistant. However, its attractive price tag makes it a viable budget solution for smaller businesses looking for a customer support platform.
Cost: The plans start at $7 billed annually or $9 month-to-month. The higher plans are $14, $23, and $40 annually and about 30% more for the monthly option. A 15-day free trial is available.
4. Help Scout

Help Scout prides itself on its simplicity, providing email-based support and the ability for users to create a customer knowledge center. It’s designed for smaller teams and features an interface that is easy to set up and use. However, it has fewer omnichannel options and less advanced automation.
Cost: The Basic plan, which allows up to 50 customer contacts a month, is free. Up to 100 contacts, users can choose the $50 or $75 annual plan, $55 or $83 paid monthly. There’s also a bespoke Pro plan for 1k+ customers.
5. Tideo

Tideo is another AI-powered customer support solution that has similar features to Gorgias. It offers a live chat and knowledge center, with customers able to interact with its Lyro AI Chatbot. Tideo integrates with platforms like Shopify and WordPress, with additional omnichannel support via email and WhatsApp.
Cost: There is a “free forever” plan for solopreneurs who get up to 50 customer queries a month. The Starter plan is $29, with the other plans starting at $59, $749, and $2,999 a month, depending on usage and optional add-ons.
Let Whop look after your customers – so you can look after the $$$
At Whop, we recognize the importance of providing not just good, but great, service – to our creators and their customers. That’s why, when you sign up to Whop as a creator, you enjoy access to our customer support tools and expertise.
As well as our 24/7 live chat support team, we provide a friendly, professional, and reliable Resolution Center to step in and resolve any disputes you may have with your customers.
Forget complex integrations and setups. Our Resolution Center is simple, transparent, and streamlined – for creators and their customers.
Creators can easily view all cases and authorize the appropriate action. The Auto-Respond feature allows you to automatically process refunds and send personalized messages to customers.
Of course, we hope you’ll never have any dissatisfied customers. However, just in case an issue crops up, you can rest assured we’ve got your back.
Don’t take our word for it, here are just a couple of the fantastic 5-star reviews people have left about Whop’s customer support team:


And don’t forget to add the handy Help Desk app to your “whop” – it makes providing great service a cinch 24/7/365.
At Whop, we look after your customers, so you can focus on what you do best – creating, growing, and earning.
FAQs
Can’t I just take care of customer support myself?
If you have the experience and resources, you can manage the customer support function yourself, at least at the beginning. However, as you grow, you might find you need help responding and resolving issues in a timely way, even if it’s just adding a live chat feature.
Does customer service really make a difference?
Yes, it does. We gave you a few stats earlier about how likely customers are to become repeat buyers when they experience good customer support.
It can also have a positive effect on the bottom line. Management consulting firm Bain & Company found that increasing customer retention rates by just 5% can boost profits by anywhere between 25% and 95%.
How many customer support tickets should a business expect?
There’s no hard and fast rule about the number of tickets a business is likely to get. Gorgias estimates it’s around 2% to 10% of the total order volume.
Where can I go for help with Whop right now?
Open your free account today and click on the live chat bubble in the right-hand corner of the screen – we’ll be with you right away and happy to help.