How we build composable ecommerce experiences with Gorgias.

Gorgias is a helpdesk built for ecommerce. It pulls order and delivery information into the ticket, so your team is not asking customers to explain what already happened.

We connect it to your commerce platform and, where it matters, to your ERP and warehouse. Then the automations have something real to work with, which is where the time saving comes from. The patterns you see in support usually point straight at something worth fixing on the site.

Is Gorgias right for my ecommerce brand?

Who it's for

Brands whose support volume has outgrown a shared inbox, and where the same questions arrive every day across several channels.

Teams handling email, chat and social from separate places
Support agents who cannot see order history while replying
Brands where pre purchase questions are costing sales

What it solves

Support asks customers to repeat order details the system already holds
Ticket volume is growing faster than the team
Recurring issues never make it back to the product or storefront team
Response times are inconsistent with no routing rules

Common questions about integrating Gorgias for your ecommerce brand.

When should we move off a shared inbox for customer support?

Once more than two people are answering, or once you cannot tell what your most common question is. At that point the inbox is hiding information you need. A helpdesk is less about speed and more about seeing patterns you can then design away.

How does Gorgias differ from a general helpdesk like Zendesk?

It is built around the order. Agents see what someone bought, what it cost and where it is, without leaving the ticket, and they can refund or resend from the same screen. General helpdesks are more configurable but need that context wired in.

Can support automation handle our repeat questions?

A good share of them. Where is my order, what is your returns policy and sizing questions are all answerable automatically from order and product data. The trap is automating the questions that need a human, which costs you more goodwill than the saved time is worth.

Does customer support affect conversion?

It does before the sale, not just after. Pre purchase chat questions come from people already considering buying, so an unanswered one is a lost order rather than a service failure. Brands often staff for post purchase volume and miss this entirely.

How long does a Gorgias implementation take?

Two to three weeks to connect the channels, wire up order data and set up the first automations. Migrating history from an existing helpdesk adds time. The tuning continues after launch as you see which macros actually get used.