Gorgias was founded in 2015 by Romain Lapeyre and Alex Plugaru to fix the disconnect between ecommerce stores and the legacy helpdesks that were never designed for online retail. Traditional tools treated support as a cost center detached from the storefront; Gorgias instead built a helpdesk that sits on top of the merchant's commerce stack, pulling in live order, customer and subscription data so every conversation is grounded in real context. That foundation is what now powers its AI layer.
The centerpiece of the modern product is the Gorgias AI Agent, which can autonomously handle a growing share of inbound tickets end to end. Rather than returning canned FAQ snippets, the agent reasons over a brand's policies, help center and historical responses, then executes actions through deep Shopify integration: looking up shipment status, processing a return, applying a discount or modifying an order. Gorgias reports that brands can automate at least 60% of support interactions, freeing human agents for high-value or emotionally charged conversations.
Beyond deflection, Gorgias positions support as a growth lever. Its Convert and automation features surface upsell and recovery opportunities inside support threads, and its analytics quantify the revenue that customer service generates. This revenue-aware framing differentiates Gorgias from horizontal contact-center suites and resonates with direct-to-consumer founders who view CX as part of the brand experience.
In May 2024 the company raised a $29 million Series C-2 round to accelerate its AI roadmap, building on an earlier $30 million Series C that valued it around $710 million. Backers include Shopify, SaaStr's Jason Lemkin, Sapphire Ventures, CRV, Alven and Transpose Platform. With tens of thousands of merchants and a clear ecommerce focus, Gorgias has become a default CX choice for fast-growing online brands.