Gorgias

Company Overview

Gorgias is a customer service platform designed specifically for ecommerce businesses. Founded in 2015 in Paris, Gorgias has grown to become a leading helpdesk solution for online stores, with a focus on integrating with major ecommerce platforms like Shopify, Magento, and BigCommerce.

The company’s mission is to help independent ecommerce brands provide outstanding customer service experiences. Gorgias offers an all-in-one helpdesk that centralizes customer interactions across multiple channels including email, social media, live chat, voice, and SMS.

Key features of Gorgias’ platform include:

• Omnichannel support inbox
• AI-powered automation tools
• Order management capabilities
• Customer data integration
• Revenue and support analytics

Gorgias is headquartered in San Francisco, with additional offices in Paris and Toronto. The company has raised $75 million in total funding to date.

Products Overview

Gorgias offers three main product lines:

1. Gorgias Helpdesk - The core helpdesk platform that centralizes all customer communications.

2. Gorgias Automate - AI-powered automation tools to resolve repetitive customer inquiries.

3. Gorgias Convert - Onsite campaigns and tools to increase website conversions and sales.

The Gorgias Helpdesk includes features like: - Unified inbox for all communication channels - Order management tools integrated with ecommerce platforms - Macros and templated responses - Customer data sidebar - Analytics and reporting

Gorgias Automate leverages AI to: - Automatically resolve up to 60% of common inquiries - Provide instant 24/7 customer support - Free up human agents for more complex issues

Gorgias Convert aims to boost conversion rates through: - Targeted onsite campaigns and messaging - Product recommendations - Abandoned cart recovery tools - Integration with live chat for personalized assistance

Founding Team

The co-founders of Gorgias are:

• Romain Lapeyre - CEO
• Alex Plugaru - CTO

Problem and Market Fit

Gorgias aims to solve several key problems for ecommerce businesses:

1. Inefficient customer service processes - By centralizing all communications in one platform, Gorgias helps streamline workflows.

2. High volume of repetitive inquiries - The AI automation tools can handle a large portion of common questions automatically.

3. Lack of customer context - By integrating deeply with ecommerce platforms, Gorgias provides rich customer data alongside support tickets.

4. Difficulty driving revenue through support - Features like order management and upsell recommendations aim to turn support into a revenue-generating function.

The company has found strong product-market fit with small to medium-sized ecommerce brands, particularly those on Shopify. Gorgias reports serving over 15,000 merchants, including well-known brands like Steve Madden, Olipop, and Timbuk2.

Business Model

Gorgias operates on a software-as-a-service (SaaS) subscription model. They offer tiered pricing plans based on the number of tickets handled per month. Additional charges apply for add-ons like phone support or advanced automation features.

The company generates revenue through:

• Monthly/annual subscription fees
• Add-on features and capabilities
• Professional services and implementation

Gorgias also has a strong partner ecosystem, working with ecommerce agencies and technology partners to expand its reach.

Funding and Runway

Gorgias has raised a total of $75 million in funding to date. Key funding rounds include:

• $25 million Series B in 2020
• $30 million Series C in 2022 (bringing total to $75 million)

The company does not publicly disclose details about its runway or burn rate. However, with significant funding raised and a large customer base, Gorgias appears to be in a strong financial position to continue growing.

Competitive Landscape

Gorgias competes in the crowded customer service software market, but differentiates itself through its ecommerce focus. Key competitors include:

• Zendesk
• Kustomer
• Freshdesk
• Help Scout
• Re:amaze
• Gladly
• Front
• Shopify Inbox

Gorgias aims to stand out through its deep integrations with ecommerce platforms, AI-powered automation, and features specifically designed for online retailers.

Customers

Gorgias serves over 15,000 ecommerce merchants across various industries. Some notable customers include:

• Steve Madden
• Olipop
• Timbuk2
• Marine Layer
• Tushy
• Glossier
• BruMate

The company focuses primarily on small to medium-sized ecommerce brands, but also serves some larger enterprise customers.

Relevant News

• June 2023 - Gorgias launched its new “Convert” product to help increase website conversions.
• March 2023 - The company announced reaching over 15,000 customers.
• November 2022 - Gorgias introduced new AI Agent capabilities to automate more customer inquiries.
• June 2022 - Raised $30 million in Series C funding, bringing total funding to $75 million.

Gorgias continues to expand its product offerings and grow its customer base in the competitive ecommerce customer service market. The company’s focus on AI-powered automation and deep ecommerce integrations appears to be resonating with online retailers looking to improve their customer experience.