Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries throughout the entire customer journey. Gorgias's AI Agent acts as a super-agent on the brand's team, driving conversations with customers at the right time and on the right channel—from editing orders and managing subscriptions to providing AI-powered product recommendations. Thanks to advanced ecommerce and channel integrations, Gorgias provides a single, streamlined platform where customer assistance is hyper-personalized and ticket resolution happens instantly. Gorgias unlocks the power of conversations, helping brands build lasting customer relationships, improve efficiency, and drive more sales.
G2 evaluation report
Shopify customer support · Oct 13, 2026
Standalone report · Separate from the CX leaderboard
30 of 48 scored tasks passed · 80.4% average judge score
Simulated Shopify support requests. 49 tasks assigned, 48 scored; 1 infrastructure error excluded. This standalone report is separate from the CX leaderboard.
View G2 reportNot independently verified by G2
Evaluation Format: Scripted support conversations on live Gorgias storefronts.
Evaluation Scope: Support Agent (90-day measurement window)
Different samples on each date; gaps have no observations.
| Date | Automated / engaged | Rate |
|---|---|---|
| Jul 1, 2026 | 3 / 3 | 100% |
| Jul 2, 2026 | 5 / 7 | 71% |
| Jul 3, 2026 | 15 / 19 | 79% |
| Jul 9, 2026 | 9 / 16 | 56% |
| Jul 10, 2026 | 13 / 17 | 76% |
| Jul 12, 2026 | 7 / 7 | 100% |
| Jul 13, 2026 | 39 / 48 | 81% |
| Jul 27, 2026 | 4 / 9 | 44% |
| Jul 28, 2026 | 11 / 17 | 65% |
| Aug 12, 2026 | 4 / 10 | 40% |
| Aug 13, 2026 | 14 / 14 | 100% |
| Aug 15, 2026 | 2 / 2 | 100% |
| Aug 16, 2026 | 7 / 9 | 78% |
| Aug 17, 2026 | 5 / 5 | 100% |
| Aug 18, 2026 | 14 / 15 | 93% |
| Aug 19, 2026 | 10 / 13 | 77% |
| Aug 20, 2026 | 5 / 9 | 56% |
| Aug 21, 2026 | 10 / 13 | 77% |
| Aug 22, 2026 | 5 / 8 | 63% |
| Aug 23, 2026 | 14 / 20 | 70% |
| Aug 27, 2026 | 10 / 10 | 100% |
| Aug 29, 2026 | 7 / 12 | 58% |
| Aug 30, 2026 | 12 / 13 | 92% |
| Aug 31, 2026 | 10 / 19 | 53% |
| Sep 1, 2026 | 12 / 15 | 80% |
| Sep 2, 2026 | 10 / 14 | 71% |
| Sep 3, 2026 | 39 / 54 | 72% |
| Sep 4, 2026 | 11 / 14 | 79% |
| Sep 8, 2026 | 7 / 10 | 70% |
| Sep 9, 2026 | 2 / 5 | 40% |
Where this agent sits on the L1–L5 autonomy scale.
The five shared skills reviewed for products in this category.
60%
View sourceEmerging capabilities selected for this evaluation category.
Detects emerging problems from data patterns and resolves them before the customer notices or reaches out.
View sourceAnalyzes photos, videos, and documents submitted with a claim to assess damage, extract data like receipts, and match items automatically.
View sourceAI-generated from verified G2 buyer reviews.
Reviewers appreciate the user-friendly interface, the ability to assign emails to different team members, the seamless integration with Shopify, and the AI features that allow for efficient management of orders.
Users mentioned difficulties in tracking customer tickets from multiple accounts, a short undo time for sent messages, an AI feature that automatically responds to emails without drafting a review, and a steep price for the software.