Managed Customer Support

Your customer support on autopilot.

We implement, manage, and optimize Gorgias across your Shopify store—so every support ticket is routed, automated, and resolved faster, without your team rebuilding workflows from scratch.

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Support is no longer a cost centre.

Coached correctly, AI Agent deflects high-volume tickets and converts pre-purchase shoppers. The same team becomes a margin lever and a revenue driver.

30–50%

Of inbound tickets resolvable by a coached AI Agent
Gorgias / industry benchmarks

65%+

Agent time saved on tickets handled by automation
Gorgias

2.5×

Conversion lift from Shopping Assistant on pre-purchase chat
Gorgias

Why put your Gorgias account on managed services

Most Shopify merchants install Gorgias, connect their email, and stop there. Rules go stale. Macros accumulate without structure. AI Agent sits half-configured. Managed services changes that.

Tickets resolved before your agents see them

Gorgias AI Agent handles order tracking, shipping questions, returns, and cancellations autonomously—when configured correctly. We build the guidance, connect the knowledge base, and set up actions so your AI Agent resolves common tickets end-to-end. Most merchants using a properly configured AI Agent see 30–50% of inbound volume automated.

Gorgias AI Agent handles order tracking, shipping questions, returns, and cancellations autonomously—when configured correctly. We build the guidance, connect the knowledge base, and set up actions so your AI Agent resolves common tickets end-to-end. Most merchants using a properly configured AI Agent see 30–50% of inbound volume automated.

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Every channel in one queue

Email, chat, SMS, phone, Instagram, Facebook—all routed into a single helpdesk with unified customer context. We connect every channel, configure routing rules, and build the views your agents need to work tickets by priority, channel, or issue type. No more siloed inboxes.

Email, chat, SMS, phone, Instagram, Facebook—all routed into a single helpdesk with unified customer context. We connect every channel, configure routing rules, and build the views your agents need to work tickets by priority, channel, or issue type. No more siloed inboxes.

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Support that knows what your customer bought

Gorgias pulls Shopify order data directly into every ticket. We extend that by integrating Klaviyo, Recharge, Yotpo, Loop Returns, and your shipping providers so agents see full customer context—subscription status, loyalty tier, email engagement, return history—without switching tabs.

Gorgias pulls Shopify order data directly into every ticket. We extend that by integrating Klaviyo, Recharge, Yotpo, Loop Returns, and your shipping providers so agents see full customer context—subscription status, loyalty tier, email engagement, return history—without switching tabs.

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What we build, run, and report on.

AI Agent configuration

Tone, channels, guidance, actions, ticket tagging. Help Centre articles written. Shopify actions for order tracking, cancellations, returns. QA every response.

Helpdesk architecture

Views, sections, ticket fields, tagging hierarchy, assignment rules. Mapped to your operations, not Gorgias defaults.

Automation & flows

Flows for order tracking, returns, cancellations, issue reporting. Order Management for customer self-service. Tickets deflected before they hit the queue.

Macros & rules

Audit existing, build new. Advanced macros with variables pulling live customer data. Rules for routing, auto-tagging, auto-closing, SLA assignment.

Help Centre

Information architecture, article writing, design, integration with Flows and Order Management. The foundation of AI Agent accuracy.

Pre-purchase & CSAT

Intent-tagged Shopping Assistant CTAs on qualifying PDPs to capture pre-purchase questions. Support that converts buyers, not just resolves tickets.

AI-first. Human-backed. Fully integrated.

Built for merchants who want support that scales

Gorgias is built for Shopify-native customer support. AI Agent handles the repeatable volume. Flows let customers self-serve. Your agents focus on the tickets that actually require a human.

We configure the full stack—AI Agent, Flows, Order Management, Help Centre, rules, macros, and integrations—so every piece works together. The result is a support operation that scales with order volume without scaling headcount at the same rate.

What to expect, month by month.

Months 1–4 rebuild the helpdesk and stand up AI Agent. Months 5–6 become the repeating cadence — AI Agent gets coached every month, Help Centre keeps growing.

Helpdesk rebuild

  • Full account audit
  • Configuration and Shopify integration
  • Rules rebuild (basic and advanced)
  • Macros and tag structure rebuild

AI Agent & help centre

  • AI Agent setup: tone, guidance, actions
  • Help Centre architecture and core articles
  • Pre-purchase CTA setup
  • CSAT survey and reporting framework

First optimization

  • Full Month 1–2 baseline review
  • AI Agent first full optimization pass
  • Help Centre expansion
  • First monthly performance report

Advanced automation

  • 3-month AI Agent performance review
  • AI Agent advanced optimization
  • Advanced automation flows
  • Advanced macros with HTTP actions

Repeating cadence

  • AI Agent iterative tests (tone, format)
  • Help Centre expansion — advanced articles
  • Ticket deflection measurement and macro refinement
  • Year 2 onward continues this same pattern

Find out what your Gorgias account is leaving unresolved

We audit your Gorgias setup, identify the automation gaps in your support operations, and tell you exactly what it takes to fix them.

Book a discovery call

Find out what your Gorgias account is leaving unresolved

We audit your Gorgias setup, identify the automation gaps in your support operations, and tell you exactly what it takes to fix them.

Five services. One operating model.

Five services. One operating model.

Email
Klaviyo

Flows built and maintained. Email managed end-to-end on Klaviyo.
Discovery
Search

App-agnostic search & merchandising — Algolia, Nosto, Fast Simon, Searchspring, Klevu, etc.
CRO
A/B Testing

Hypothesis-led experimentation on Shoplift. Wins implemented monthly.
Support
Gorgias

AI Agent coached. Macros, rules, Help Centre kept current.
Retention
Loyalty

Programme design, integration, and ongoing tier management.