Gorgias

Gorgias offers a structured onboarding process designed to help businesses migrate quickly and start delivering customer support from a single platform.

1. Discovery and Planning
   • A dedicated Implementation Manager works with the customer to understand support operations, business requirements, and goals.

   • The onboarding timeline and implementation scope are defined.

2. Data Migration
   • Historical customer support data, including tickets, FAQs, macros, users, tags, and custom fields, can be migrated from existing help desk systems.

   • For many platforms, Gorgias provides migration assistance to ensure a smooth transition.

3. Channel and Integration Setup
   • Customer support channels such as email, live chat, social media, and SMS are connected.

   • Ecommerce and business applications, including order management, subscriptions, and loyalty platforms, are integrated into Gorgias.

4. Workflow Configuration
   • Support workflows, automation rules, macros, tags, and routing processes are configured.

   • AI and self-service capabilities can also be implemented to improve efficiency.

5. Training and Enablement
   • Support teams receive onboarding and training to ensure they can use the platform effectively from day one.

   • Additional learning resources are available for ongoing employee training.

6. Go-Live and Optimization
   • The platform is launched and support operations move into Gorgias.

   • Teams can further optimize workflows and automation based on real customer interactions.

Typical Timeline

• Simple migrations from email-based support tools or basic help desk systems can often be completed within about one week.
• Standard ecommerce implementations usually take 2 to 6 weeks, depending on the number of integrations and workflow requirements.
• Complex enterprise deployments involving multiple stores, custom integrations, and advanced workflows have an average launch time of approximately 60 days

Yes. Gorgias offers a high degree of customization, particularly for ecommerce businesses that need tailored customer support workflows.

Workflow & Automation Customization

• Create custom rules to automatically route, assign, prioritize, and tag customer conversations.
• Build automated workflows for ticket management and customer support processes.
• Configure macros, templates, and canned responses for common support scenarios.

• Customize AI-powered responses and self-service experiences to align with company policies and support procedures.

Integrations & Connectivity

• Connect with ecommerce platforms, subscription management tools, loyalty programs, shipping solutions, and other third-party applications.
• Access APIs for building custom integrations with internal systems.
• Enterprise customers can implement deeper integrations and more advanced automation capabilities.

• Custom integration development can be provided for businesses with unique requirements.

Customer Support Operations

• Configure custom ticket fields, tags, views, and inbox layouts.
• Design custom routing and escalation workflows.
• Tailor reporting structures and performance tracking metrics.

• Manage customer orders, subscriptions, and loyalty information directly within the support interface through integrated applications.

Enterprise-Level Customization

• Single Sign-On (SSO/SAML).
• SCIM user provisioning.
• Audit logs and enhanced security controls.
• Custom compliance, security, and contractual requirements.
• Dedicated Customer Success Manager and Solutions Architect.
• Advanced and custom-built automations for complex business processes.

Setup & Implementation Costs

• No standard setup fee is publicly advertised.
• Professional onboarding, implementation consulting, migration assistance, or custom deployment services may incur additional charges depending on project complexity.

• Custom integration development is typically quoted separately.

Maintenance Costs

• No separate maintenance fee is generally charged.

• Software updates, hosting, security updates, and platform maintenance are included within the subscription fee.

Training & Onboarding Costs

• Standard onboarding resources are available.

• Advanced training, extended onboarding programs, or premium implementation services may involve additional fees.

AI Agent Costs

AI Agent usage is billed separately from the helpdesk subscription:

• Starter Plan: Includes 30 automated interactions per month; additional interactions are charged at $1.50 per interaction.
• Basic Plan: Includes 30 automated interactions per month; additional interactions are charged at $1.50 per interaction.
• Pro Plan: Includes 190 automated interactions per month; additional interactions are charged at $1.50 per interaction.

• Advanced Plan: Includes 530 automated interactions per month; additional interactions are charged at $1.50 per interaction.

Ticket Overage Charges

If monthly ticket allowances are exceeded:

• Starter and Basic plans: $0.40 per additional ticket.
• Pro and Advanced plans: $0.36 per additional ticket.

• Enterprise plans typically offer custom volume-based pricing.

Voice & SMS Add-Ons

• Voice support can be added to any plan.
• Pricing starts at approximately $25 per month and scales based on usage.

• SMS functionality is also available with usage-based pricing.

Enterprise Support Costs

Additional enterprise-related costs may include:

• Dedicated Customer Success Manager services.
• Solutions Architect support.
• Security and compliance reviews.
• Custom contractual agreements.
• Advanced implementation and integration services.

Gorgias provides a comprehensive onboarding and enablement program designed to help teams become productive quickly.

Training

• Dedicated Implementation Managers for onboarding and account setup.
• Gorgias Academy, a free online learning platform with courses, certifications, and role-based learning paths.
• Self-paced training materials covering platform setup, automation, reporting, AI features, and best practices.
• Certification programs that allow agents and administrators to validate their expertise.

• Ongoing educational content, webinars, and customer resources to support continuous learning.

Support

• Guided onboarding and migration assistance for customers moving from other help desk platforms.
• Access to a customer support team for technical and product-related questions.
• Enterprise customers receive enhanced support, including:
  • Dedicated Customer Success Managers.
  • Solutions Architects.
  • Strategic implementation guidance.
  • Optimization recommendations.

• Extensive documentation, knowledge base articles, and troubleshooting resources.

Key Benefits for New Users

• Faster adoption and reduced onboarding time.
• Structured training for both administrators and support agents.
• Continued access to educational resources as teams grow or new employees are added.

Gorgias has implemented a wide range of security, privacy, and compliance controls designed to protect customer data.

Compliance & Certifications

• SOC 2 Type II certified.
• Supports GDPR compliance.
• Supports CCPA requirements.
• Offers HIPAA-related documentation and agreements where applicable.

• Maintains documented security and privacy policies.

Access Control & Identity Management

• Role-based permissions to control user access.
• Individual user accounts with authentication controls.
• Single Sign-On (SSO) support for Google and Microsoft 365.
• Two-Factor Authentication (2FA) support.

• SCIM provisioning and advanced identity management capabilities for enterprise customers.

Data Protection

• TLS-encrypted connections.
• HTTPS-secured data transmission.
• Continuous encrypted backups.
• Hosted on Google Cloud infrastructure.

• Data retention and lifecycle management procedures.

Monitoring & Security Operations

• Regular penetration testing.
• Vulnerability monitoring and management.
• Incident response plans.
• Access control procedures.
• Security assessments and internal audits.

• Disaster recovery and business continuity planning.

Accountability & Auditability

• Conversation and action history tracking.
• Audit logs for enterprise customers.
• User activity monitoring for accountability and compliance purposes.

Gorgias follows a cloud-based Software-as-a-Service (SaaS) model, meaning updates are delivered continuously throughout the year rather than through large periodic software releases.

Update Frequency

• Product enhancements and new features are released regularly.
• Security updates and platform improvements are deployed on an ongoing basis.
• AI and automation capabilities are continually refined and expanded.

• Customers receive access to new functionality without needing to install software manually.

Update Management

• Updates are centrally managed by Gorgias.
• Infrastructure, security patches, and maintenance are handled by the Gorgias team.
• Customers automatically receive platform updates.
• System status and operational updates are communicated through Gorgias' Trust Center and status resources.

• Security compliance and monitoring programs are reviewed and renewed regularly, including annual SOC 2 audits.

Benefits of the Update Model

• No manual upgrades required.
• Minimal maintenance burden for customers.
• Faster access to new features and improvements.
• Continuous security enhancements and performance optimization.

Data Ownership

Gorgias operates as a data processor, while the customer remains the data controller and owner of all customer data stored within the platform. This means organizations retain ownership of their customer records, communications, and business data, while Gorgias processes that information solely to provide its services.

Data Portability

Gorgias provides data export capabilities that allow customers to access and retrieve their information when needed. Features include:

• Exporting ticket data in CSV format.
• Exporting customer information, ticket metadata, tags, custom fields, and performance metrics.
• Exporting conversation histories and message content for reporting, compliance, or migration purposes.

• Data access for backup, analytics, auditing, and migration to another platform.

Privacy & Compliance

• Supports GDPR compliance requirements.
• Provides Data Processing Agreements (DPAs) to define data handling responsibilities.
• Supports customer data deletion requests and privacy management processes.
• Enterprise customers can negotiate custom data processing and compliance agreements when required.

Gorgias uses a flexible, ticket-based pricing model that allows organizations to adjust their usage as support demands change.

Scaling Up

Organizations can grow their usage by:

• Upgrading to higher-tier plans as ticket volumes increase.
• Adding more support agents without paying per-user licensing fees on most plans.
• Increasing ticket capacity through larger plan allowances.
• Adding AI Agent functionality to automate customer interactions.
• Enabling additional channels such as Voice and SMS.

• Moving to Enterprise plans for advanced security, compliance, integrations, and support services.

Scaling Down

Organizations can reduce costs by:

• Downgrading to a lower-tier plan when support volume decreases.
• Reducing optional add-ons such as AI Agent, Voice, or SMS services.

• Benefiting from a pricing model based on support activity rather than employee count, helping avoid unused-seat costs.

Flexible Growth Model

Key characteristics of Gorgias' scalability include:

• Pricing is primarily based on ticket volume rather than the number of support agents.
• Most plans allow a large number of users without additional seat charges.
• Businesses can handle temporary demand spikes through overage pricing instead of immediately upgrading plans.
• Monthly billing provides greater flexibility, while annual billing offers discounted rates for longer-term commitments.

Contract Renewal

• Gorgias subscriptions are governed by the Master Subscription Agreement and the customer's selected subscription plan or negotiated order form.
• Customers can choose either monthly or annual billing, depending on the plan.
• Annual subscriptions typically offer discounted pricing compared to month-to-month billing.
• Enterprise customers may have custom renewal terms, pricing arrangements, and service conditions defined in their contracts.

• Any custom order form or enterprise agreement generally takes precedence over standard subscription terms for the services covered by that agreement.

Cancellation Terms

• Uninstalling the Gorgias application from Shopify or disconnecting integrations does not automatically cancel the subscription.
• Customers must submit a cancellation request through the Billing & Usage section of their Gorgias account.
• Cancellation is initiated by disabling or canceling auto-renewal.
• Once a cancellation request is submitted, the subscription remains active until the end of the current billing cycle.
• Customers retain access to the platform and their services for the remainder of the paid subscription period.
• To avoid unwanted charges, customers should submit cancellation requests before the next renewal date.
• Billing support is available to assist with cancellation-related issues.

Gorgias maintains a comprehensive compliance and security framework designed to support organizations operating in regulated industries and privacy-focused jurisdictions.

Privacy and Data Protection Compliance

• General Data Protection Regulation (GDPR) support for organizations operating within the European Union.
• UK GDPR compliance support for organizations operating in the United Kingdom.
• California Consumer Privacy Act (CCPA) support for organizations handling personal information of California residents.
• Support for requirements under the Swiss Federal Act on Data Protection (FADP).

• Availability of Data Processing Agreements (DPAs) to define customer and vendor responsibilities related to personal data.

Security Certifications and Controls

• SOC 2 Type II certification, demonstrating independently audited controls related to security, availability, and confidentiality.
• Role-based access controls to restrict access to authorized users.
• Two-Factor Authentication (2FA).
• Single Sign-On (SSO) support.
• SCIM provisioning for enterprise identity management.
• Audit logging and activity tracking capabilities.

• Encryption of data in transit and at rest.

Enterprise Compliance Capabilities

• Custom Data Processing Agreements (DPAs).
• Custom Master Service Agreements (MSAs).
• Security review support during vendor assessments and procurement processes.
• Enhanced audit and governance controls.

• Advanced identity and access management features.

Data Protection and Infrastructure Controls

• Secure cloud-based hosting infrastructure.
• Disaster recovery and business continuity measures.
• Documented privacy and cybersecurity policies.
• Formal data processing obligations that define how customer data is stored, accessed, and protected.
• Ongoing security monitoring, vulnerability management, and compliance reviews.