The customer support platform built for Shopify brands.
Gorgias is the helpdesk that most Shopify brands settle on between $1M and $50M ARR. It connects directly to Shopify orders, lets agents refund and reorder inside the ticket, and trains on your historical responses to suggest replies. None of that matters if your support team uses it differently from agent to agent. Gorgias SOPs lock down macros, tagging, escalation, and the routing rules that determine customer experience.
Inconsistent Gorgias usage looks like this: one agent issues store credit for damaged items, another goes full refund, a third loops in the founder. Customers compare notes on Reddit. Brand reputation suffers in slow-burn fashion you can't easily measure. SOPs solve this without removing rep judgment, they remove rep guessing.
DTC brands with a dedicated support team or contractor. Typical onboarding at 200+ tickets per week.
Step-by-step procedures for the most common Gorgias workflows.
The refund macro is the most-used macro in any DTC support helpdesk. It also has the highest variance in execution because every agent has small diffe...
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Gorgias intents power your auto-tagging, view filters, and macro suggestions. Most brands set up intents once at onboarding and never retrain them. Th...
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Escalation rules in Gorgias decide which tickets sit in the general queue and which get pushed to senior agents or managers. Wrong rules mean VIP cust...
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A working chatbot deflects 20 to 40 percent of repetitive tickets, freeing your support team for complex cases. A bad chatbot creates customer frustra...
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Record your screen while building a Gorgias flow. ReccordSOP generates the SOP with screenshots of every step. Drift detection alerts you when your live setup changes from documented.
Try ReccordSOP freeYes. Two agents in the same week handle the same refund three different ways. SOPs cost an hour to write and save dozens of hours of inconsistency later.
Macros are the tactical tool. SOPs are the strategic document explaining when to use each macro and why. The SOP describes the policy. The macro executes it.
Yes. Record an agent handling a real ticket end to end. AI structures the workflow into a SOP. Drift detection alerts you when actual handling diverges from documented.