Customer support
Gorgias for ecommerce stores
Gorgias puts every support conversation next to the Shopify, BigCommerce or WooCommerce order it concerns, so an agent can refund, edit or resend without leaving the ticket. Most helpdesks we see have the integration connected and the automation left off: macros without order variables, rules that only tag, and a self-service flow nobody configured. We set Gorgias up so the common tickets resolve themselves and the rest carry the data an agent needs.
Gorgias
Customer support · by Gorgias. A text wordmark, not a logo: we are not affiliated with the vendor and make no claim to its trademarks.
What we do with it
The work inside Gorgias
Order data inside every ticket
Gorgias shows the customer's orders, tracking and payment status beside the conversation and lets agents cancel, refund, duplicate or edit orders in place. We connect every store and sales channel, add the shipping and subscription apps so their data appears too, and check that actions taken in Gorgias write back correctly.
Macros with variables and actions
A macro can insert the order number, tracking link and product name and perform an order action at the same time. We write the macro set from the store's actual ticket history, group it by intent, and keep the tone consistent with the brand's other messages.
Rules that route and resolve
Rules read the message, the customer and the order to tag, prioritise, assign or auto-reply. We build them for the intents with a predictable answer, such as order status before the delivery window has passed, and route anything involving damage, refunds above a threshold or a subscription to a person.
Self-service and automated answers
Gorgias's automation features can answer order status, start returns and handle common questions before a ticket is created. We configure the flows the store can honour, write the answers from the store's policies, and measure how many conversations end without an agent.
Channels the customers use
Email, live chat, Instagram and Facebook comments and messages, SMS and voice can all land in the same queue. We set business hours, reply expectations and auto-responses per channel and make sure social comments with a buying question get answered in public.
Support signals into marketing
Gorgias tickets and satisfaction scores can flow to Klaviyo and similar tools. We use them to pause promotional sends while a ticket is open, trigger a review request after a resolved issue and flag repeat complaints on a product to the merchandising team.
When it fits
Gorgias is the right tool when
Stores where order questions dominate the inbox
Where is my order, change my address and can I return this are the tickets Gorgias is built to resolve fast, with the order in view.
Merchants on Shopify, BigCommerce, WooCommerce or Adobe Commerce
The native integrations carry order data into the ticket. Other platforms can connect through the API but need more setup.
Brands selling through social channels
Comments and messages on Instagram and Facebook carry buying intent. Gorgias brings them into the support queue where they can be answered and converted.
Teams that want to measure support as a revenue function
Gorgias reports on conversations that led to an order, so a store can see the sales value of a fast reply and staff the queue accordingly.
What to watch
Where accounts drift
Facts about defaults and costs, not criticism. These are the settings we check on every account.
Billing is by tickets handled
Plans are tiered on the number of tickets the team responds to each month, and automation products are priced on top. Peak season pushes the count into a higher tier, so the budget should follow order volume.
Revenue from support has its own definition
Gorgias attributes an order to support when a customer buys within a window after a conversation. It is useful for showing the value of the queue and should not be added to marketing attribution as if it were incremental.
Automations answer from the data they are given
An automated order status reply is only as accurate as the tracking data feeding it. When a carrier integration lags, the auto-reply lags too, so the flows need checking after any change to shipping apps.
Rules accumulate
Over time a helpdesk collects overlapping rules built by different people. A quarterly review of which rules fire, and in what order, prevents a new rule being cancelled out by an old one.
Does Gorgias replace a returns app?
No. Gorgias can start a return or link the customer to a returns portal, and shows the return status in the ticket when the returns app is connected. The return policy, label generation and refund logic stay in the returns tool or the platform.
How much of an ecommerce support queue can Gorgias automate?
The share of tickets with a predictable answer: order status, delivery windows, address changes before fulfilment, return starts and product questions covered by the FAQ. What that share is depends on the store's mix, and we measure it from the ticket history before setting a target.
Can Gorgias handle support for multiple stores?
Yes. One helpdesk can connect several stores and channels, with rules that route tickets by store, language or market. A brand running separate Canadian and US stores can keep one team and one inbox.
What support metrics should an online store watch in Gorgias?
First response time, resolution time, tickets per order, automation rate, satisfaction score and the share of tickets by intent. Tickets per order is the one that tells the store whether a product, a policy or a shipping partner is generating the queue.
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