Jan-Erik Asplund
TL;DR: Founded in Paris as a Chrome extension for text expansion, Gorgias built a help desk product that has become the dominant support app on Shopify’s App Store. Sacra estimates that Gorgias grew to $69M ARR in 2024, up 34% from $51M in 2023. For more, check out our full report and dataset on Gorgias.
Key points via Sacra AI:
- Founded in Paris (2014) as a Chrome writing extension for turning short typed abbreviations (“sup”) into templated phrases (“Hello there!”)—Gorgias launched an ecommerce helpdesk (late 2016) after noticing that 70% of their users were support agents at Shopify stores. Unlike help desk leader Zendesk, Gorgias monetized ticket volume rather than agent seats (starting at $10/month for 50 tickets vs. competitors' per-seat pricing) to capture small-to-midsize ecommerce businesses with highly spiky support volume (seasonality, promotions).
- Riding the growth of Shopify ($292B GMV in 2024, up 24% YoY) as the top customer service app in the store (4.2 stars, 712 reviews), Gorgias hit $69M ARR in 2024, up 34% year-over-year from $51M in 2023, valued at $530M as of their May Series C for a ~8.8x forward revenue multiple. Compare to Shopify email marketing platform Klaviyo (NYSE: KVYO) at $1.08B ARR (up 34% year-over-year) with a $11.2B market cap for a 10.4x forward revenue multiple.
- With Gorgias's existing pricing already tiered based on usage, it’s been resilient to the threat of business model cannibalization posed by AI agents increasingly replacing humans on support teams. Instead, Gorgias has gone on the offense with AI, embedding it into customer support and using that as a starting point to attack ecommerce sales & marketing into conversion rate optimization (VWO), SMS marketing (Postscript) and email marketing (Klaviyo) to build an all-in-one support, sales & marketing platform for ecommerce.
For more, check out this other research from our platform:
- Gorgias (dataset)
- Intercom's $250M/year AI bet
- Eoghan McCabe & Des Traynor, CEO and CSO of Intercom, on the AI transformation of customer service
- How AI is transforming B2B SaaS
- Colin Nederkoorn, founder & CEO at Customer.io, on the CDP layer in messaging
- Klaviyo: the $665M/year HubSpot for ecommerce
- Brian Whalley, Co-Founder of Wonderment, on Klaviyo's product-market fit
- Klaviyo (dataset)
- Intercom (dataset)
- Attentive (dataset)
- Postscript (dataset)
- Drift (dataset)
- Customer.io (dataset)
- Customer.io: The $400M HubSpot of Product-Led Growth
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