Gorgias Ecommerce Helpdesk

Gorgias is an ecommerce-focused customer service and helpdesk platform centralizing communication across email, live chat, SMS, phone, and social media. Founded in 2015 by Romain Lapeyre (CEO) and Alex Placide in San Francisco, California. Raised over $72 million from Left Lane Capital, Shopify, Alpha Edison. Serves over 10,000 ecommerce brands including Steve Madden, Timbuk2, Marine Layer. Key features: unified inbox: all conversations from email, live chat, SMS, phone, Facebook Messenger, Instagram, WhatsApp in a single shared inbox. Ecommerce integration: deep integration with Shopify, Magento, BigCommerce, WooCommerce. View order history, edit orders, process refunds, apply discounts from the helpdesk. Macros: pre-written responses for common questions (shipping, returns, order status). Dynamic variables (order number, tracking link, customer name). Automation: rules to auto-tag, assign, route, respond to tickets. Auto-respond to order status inquiries based on order data. Live chat: proactive chat with visitors. Chatbots for after-hours. Track chat conversion rate. Revenue attribution: track revenue generated per support interaction. Measure ROI of customer support. Customer profiles: order history, lifetime value, previous tickets, tags. Satisfaction surveys: CSAT and NPS after resolution. Business hours and after-hours handling. Reporting: dashboards for ticket volume, response time, resolution time, agent performance, revenue. Integrations: 100+ including Shopify, Klaviyo, Recharge, Yotpo, Returnly, Zapier. JavaScript. Proprietary.