New Funds Give $710m Valuation for CX Platform Gorgias

eCommerce customer service platform Gorgias has announced a $30m series C round of funding, valuing the firm at $710m. As well as bringing customer questions from different channels together in one place, the platform detects customer intent and targets accordingly.

Gorgias is used to improve CX by around 10,000 merchants on Shopify, BigCommerce, and Magento. The firm was founded in 2015 by Romain Lapeyre and Alex Plugaru, and now employs more than 240 employees across 16 countries, with offices in San Francisco, New York City and Charlotte, NC; and internationally in Paris, Toronto, Sydney and Belgrade. The company was started in 2016 and has doubled in size since raising $25m in a series B round at the end of 2020.

The latest round, to be used in advancing development of the firm's automation and revenue suites for ecommerce customer experience, was led by Transpose Platform and Shopify, with participation from insider Jason Lemkin from SaaStr and Rajeev Dham from Sapphire Ventures, CRV and Alven. Specific new developments are Gorgias' Automation Add-on, which already deals with up to a third of incoming tickets by helping customers instantly find answers for repetitive requests; and a new Revenue Add-on, which will identify high-value, high-intent potential customers to generate further revenue through online customer service.

Gorgias says the massive volume of ecommerce-specific support tickets handled by its platform allow its software to be trained to detect intent and auto-tag appropriately. CEO and co-founder Romain Lapeyre comments: 'Many merchants worry about removing the human element of the support process with the introduction of automation, but that's not our goal. Instead we're going to further streamline the process of dealing with repetitive tickets and reserve more agent attention for the conversations that require a human touch'.

The firm is online at www.gorgias.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.