GorgiasCRM for small business — Gorgias is the strongest fit for direct-to-consumer ecommerce brands…

Pricing

Tiered pricing model with plans based on ticket volume and features. Starter plan begins at $10/month for 50 tickets, Basic at $60/month for 300 tickets, Pro at $360/month for 2,000 tickets, and Advanced at $900/month for 5,000 tickets. All plans are billed monthly with annual discounts available.

Overview

Picture this: it's the Monday after a weekend flash sale, and your Shopify store has 340 new support tickets—order status questions, return requests, discount code asks, and a handful of angry DMs on Instagram. Without a centralized system, your two-person support team would spend the entire day copy-pasting tracking numbers and switching between six browser tabs. Gorgias was built exactly for this moment. Gorgias pulls every customer conversation—email, live chat, Facebook, Instagram, TikTok, and WhatsApp—into a single shared inbox. More importantly, it connects directly to your ecommerce platform (Shopify, BigCommerce, Magento, and others) so agents can see order details, issue refunds, edit orders, and apply loyalty points without ever leaving the ticket view. The AI Agent goes further: it can autonomously handle returns, answer shipping FAQs, generate one-time discount codes, and close tickets entirely based on rules you define, all without a human touching the conversation. For a store owner, the ROI case is straightforward. You're paying per billable ticket (roughly defined as a conversation that actually required human or AI attention), which means slow months cost less. For a support team lead, the macro and rule system means repetitive answers get templated once and reused forever—staff spend time on escalations, not copy-paste work. For a marketing manager, the revenue statistics dashboard shows which support interactions actually converted into purchases, turning customer service from a cost center into a measurable sales channel. Onboarding typically takes a few days for a small team: connect your store, import historical tickets, configure automations, and train the AI Agent on your return and shipping policies. Gorgias provides guided setup documentation and live onboarding support for most plans. Migration from tools like Zendesk or Freshdesk is manageable but does require time to rebuild macros and automation rules in Gorgias's format—budget a week or two if your existing setup is complex. Who should skip it? Gorgias is deeply optimized for ecommerce. If you run a SaaS company, a professional services firm, or any business without a product catalog and order data, you'll find the ecommerce-centric UI more limiting than helpful. Businesses that handle very low ticket volumes—say, fewer than fifty conversations per month—may not recoup the subscription cost compared to simpler tools like a shared Gmail inbox or a basic Intercom plan.

Features

• Unified inbox aggregates email, live chat, social DMs, and SMS tickets
• AI Agent autonomously resolves returns, FAQs, and order tracking without human input
• Deep Shopify and BigCommerce integration shows order data inside every ticket
• Macro templates let agents answer common questions with one click
• Revenue statistics dashboard ties support conversations to actual store revenue
• Automation rules route, tag, and close tickets based on intent or keywords
• Ticket-based pricing model means you only pay for conversations that need attention

Best for

Gorgias is the strongest fit for direct-to-consumer ecommerce brands running on Shopify, BigCommerce, or Magento that receive a meaningful daily volume of customer support inquiries—typically stores doing at least $500K in annual revenue or handling 200+ tickets per month. It's especially well-suited for teams where support agents also play a role in retention or upselling, because the revenue attribution features make that case to leadership. Subscription box companies, apparel brands with frequent returns, and consumer electronics sellers who deal with constant order status and warranty questions get outsized value from the AI automation layer. Multi-agent teams of two to fifteen support reps will find the collision detection, internal notes, and assignment features make coordination seamless without requiring a dedicated IT admin.

Limitations

Gorgias is not a general-purpose helpdesk—if your business isn't ecommerce, the platform will feel awkward and feature-sparse. Pricing scales with billable ticket volume, which can become unpredictable during peak sales seasons; a viral product drop could meaningfully spike your monthly bill. The AI Agent's autonomy requires careful policy configuration upfront, and poorly defined rules can result in incorrect automated responses that frustrate customers. Voice support is absent natively, so phone-heavy support teams need a separate solution. Smaller stores with under 100 tickets per month may struggle to justify the base subscription cost against simpler free-tier alternatives.

Frequently asked questions

What is Gorgias?

Gorgias is the ecommerce helpdesk that routes, automates, and closes support tickets before your team even opens their inbox. Picture this: it's the Monday after a weekend flash sale, and your Shopify store has 340 new support tickets—order status questions, return requests, discount code asks, and a handful of angry DMs on Instagram. Without a centralized system, your two-person support team would spend the entire day copy-pasting tracking numbers and switching between six browser tabs. Gorgias was built exactly for…

Who is Gorgias best for?

Gorgias is the strongest fit for direct-to-consumer ecommerce brands running on Shopify, BigCommerce, or Magento that receive a meaningful daily volume of customer support inquiries—typically stores doing at least $500K in annual revenue or handling 200+ tickets per month. It's especially well-suited for teams where support agents also play a role in retention or upselling, because the revenue attribution features make that case to leadership. Subscription box companies, apparel brands with frequent returns, and consumer electronics sellers who deal with constant order status and warranty questions get outsized value from the AI automation layer. Multi-agent teams of two to fifteen support reps will find the collision detection, internal notes, and assignment features make coordination seamless without requiring a dedicated IT admin.

What are the main limitations of Gorgias?

Gorgias is not a general-purpose helpdesk—if your business isn't ecommerce, the platform will feel awkward and feature-sparse. Pricing scales with billable ticket volume, which can become unpredictable during peak sales seasons; a viral product drop could meaningfully spike your monthly bill. The AI Agent's autonomy requires careful policy configuration upfront, and poorly defined rules can result in incorrect automated responses that frustrate customers. Voice support is absent natively, so phone-heavy support teams need a separate solution. Smaller stores with under 100 tickets per month may struggle to justify the base subscription cost against simpler free-tier alternatives.

Why does AIStackForSMB rate Gorgias 9/10 for SMBs?

Gorgias earns a 9 out of 10 for SMB ecommerce operators on four key dimensions. Time-to-value is high: most small stores can get tickets flowing into a unified inbox within a day, and the Shopify integration is genuinely plug-and-play. Cost predictability scores well on average months but carries a seasonal caveat—ticket-based billing can spike during Q4 or a viral campaign, so owners need to monitor usage during sales events. Support burden is where Gorgias excels most: the AI Agent's ability to autonomously close up to 60% of tickets means a two-person team can handle the volume of a five-person team, which is a direct labor cost offset. Admin overhead is low day-to-day once automations are configured, though the initial macro and rule setup does require a thoughtful investment of time. The one point deducted reflects the fact that non-ecommerce SMBs gain almost no benefit from the platform's deepest features, and the ticket pricing model demands ongoing monitoring to avoid bill surprises during high-traffic periods.

How does pricing work for Gorgias?

Paid plans from about $10/mo (verify on the vendor site). Tiered pricing model with plans based on ticket volume and features. Starter plan begins at $10/month for 50 tickets, Basic at $60/month for 300 tickets, Pro at $360/month for 2,000 tickets, and Advanced at $900/month for 5,000 tickets. All plans are billed monthly with annual discounts available.

What category is Gorgias in?

Gorgias is grouped under CRM on AIStackForSMB. Browse more tools in that category on our site under /categories/crm.