Gorgias, the e-commerce customer support platform, today announced that it has raised a $25 million Series B round following the company’s 200% year over year growth in 2020. The round, with participation from Sapphire Ventures, Alven, Amplify, CRV, SaaStr, and Greycroft brings Gorgias’ fundraising total to more than $40 million, and its valuation to more than $300 million. The round will be used to accelerate product development and double the company’s workforce across its six global offices.
Gorgias is a leading customer service application that helps online merchants respond more effectively to customer inquiries by centralizing interactions and information, automating responses to the most recurring questions, and making support agents even more efficient. E-commerce has experienced unprecedented growth in 2020 and, as an extension of that phenomenon, demand for customer service support has increased exponentially as well, underscoring Gorgias’ value to its merchant partners.
Having tripled its customer base in less than a year, Gorgias supports more than 4,500 online stores, including Steve Madden, Timbuk2, Fjällräven, Marine Layer, Ellana, Electrolux, Sergio Tacchini. Gorgias helps over 1 million end customers around the world every week.
“This is a critical time for merchants everywhere, with consumer habits changing rapidly due to the pandemic, and with businesses learning to adapt. Customer support is a key link in that chain, essential to merchant growth strategy and to the loyalty of their customers,” said Romain Lapeyre, CEO and Co-Founder of Gorgias. “With our investors’ support, we are able to deliver unmatched service to our merchant partners, grow our product, and plan to grow our team by doubling our workforce worldwide.”
Today the company employs 100 people worldwide between offices in Paris, Toronto, San Francisco, Charlotte, Belgrade, and Sydney.
Gorgias’ mission is to make customer service more efficient. 90% of customer requests faced by e-merchants are now grouped around 9 major recurring topics, including order tracking, pre-sales questions, refund requests, and exchanges. By focusing on automation, sector-specific attention, and integration, Gorgias helps its customers to tackle the vast majority of their customer service requests with maximum efficiency. The application integrates perfectly with the main e-commerce platforms (Shopify, Magento, BigCommerce) and offers connectors with the industry’s main applications (Yotpo, Smile, etc.).