Gorgias consolidates customer conversations across channels into a unified CX platform and integrates with Shopify, Loop Returns, Recharge and 100+ e-commerce tools. Trusted by over 15,000 e-commerce brands, including Steve Madden, Olipop, Glamnetic, TUSHY, and Marine Layer, it aims to turn CX into a revenue-generating channel. Its suite of AI features, such as Automate, provides instant, on‑brand answers and differentiates the company from rivals. Gorgias plans to expand those AI tools and launch AI Agent, a fully autonomous AI teammate built on brands’ own knowledge bases, data, and integrations. AI Agent—launched in July after a beta—can instantly answer tickets, perform actions in other apps, match a brand’s tone, and enable smooth human hand-off; Psycho Bunny’s beta automated more than 25% of email tickets while achieving higher CSAT. The funding will be used to scale and deepen the company’s AI capabilities and feature set. Gorgias provides a helpdesk platform that consolidates customer support channels for online stores, handling live chat, email, phone, SMS, messaging apps and social media. The six-year-old company serves more than 10,000 online stores and has 245 employees across offices in San Francisco, Paris, Toronto, New York City, Sydney, Belgrade and Charlotte. Gorgias says it has twice as many customers as at Series B and that its annual recurring revenue and valuation have more than doubled since late 2020. The company is monitoring cash burn, has slowed go-to-market hiring, and assessed cost cuts to use cash on hand more prudently. It will use the new funding to accelerate development of an Automation Add-on (to deflect repetitive tickets) and a forthcoming Revenue Add-on to identify customers likely to generate further revenue. Gorgias provides a customer support platform for e-commerce businesses that automates responses to common inquiries and gives support teams tools to reply more quickly and upsell. The product integrates customer communications into a single app for merchants. The company says it supports more than 4,500 stores, including Steve Madden, Timbuk2, Fjällräven, Marine Layer, Ellana, Electrolux and Sergio Tacchini. Revenue has grown 200% this year, driven by increased online orders during the pandemic. The founding team includes CEO Romain Lapeyre and CTO Alex Plugaru. Gorgias has expanded its headcount from about 30 people to more than 100 this year. It plans to use the new capital to continue hiring—particularly on the engineering side—to develop additional automation for the platform. Gorgias builds AI-driven customer service and support software that integrates with platforms like Shopify to automate routine questions and surface data-driven responses for agents. The product automates basic inquiries (e.g., “What’s my tracking number?”) and provides tools to help representatives respond faster and upsell. Gorgias positions customer-service teams as sales associates, enabling clients to monetize support interactions; Groovelife pays commissions based on upselling and Steve Madden uses automation for roughly 20% of tickets. The company serves about 2,000 customers. Co-founders Romain Lapeyre (CEO) and Alex Plugaru (CTO) are leading product development. Gorgias plans to use its latest funding to add new features and recruit more merchants. Gorgias builds a helpdesk that combines machine learning with integrations (Salesforce, PayPal, etc.) to automatically suggest how agents should resolve support requests. Agents can approve suggested resolutions to close tickets, enabling support at scale. The company started as an add-on customer-support product and has grown to 11,000 users. Customers include Classpass, Plated and Stripe. Co‑founded by Romain Lapeyre (CEO) and Alex Plugaru (CTO), Gorgias was accelerated in Techstars NYC in 2015. The company raised $1.5M in seed funding and plans to use the proceeds to hire new people and continue building the product.

Total raised

$100M

Funding rounds

5

Latest round

Series C

Latest activity

May 2024