Gorgias AI
Agency Consultants
Level Up Your CX
Discovery & Audit
A Gorgias audit reviews helpdesk configuration, automation coverage, AI resolution rates, workflows, and integrations to identify inefficiencies, risk, and missed opportunities.
Cogent2 delivers clear, prioritised recommendations to improve ticket deflection, AI accuracy, and operational efficiency.
Observed impact:Significant reductions in operational load on human CX teams, alongside faster first-response and resolution times across all channels.
Integration reviews focus on how Gorgias interacts with Shopify, ERP, fulfilment, returns, and finance platforms, highlighting opportunities to reduce manual intervention and improve data reliability.
Strategy
Cogent2 partners with internal teams to shape a Gorgias strategy that supports wider commercial objectives, not just customer service metrics.
This includes defining automation targets, acceptable AI resolution rates, escalation models, customer experience principles, and how Gorgias contributes to churn reduction, retention, and repeat purchase.
Commercial alignment: CX strategies designed to deliver measurable ROI, including material reductions in CX FTE requirements and elimination of outsourced support costs.
Strategy work ensures Gorgias is positioned correctly within the broader tech ecosystem, with a clear understanding of how customer data, orders, refunds, and operational actions move across connected systems.
Solution Design & Architecture
Gorgias solution design focuses on building a customer service architecture that scales without unnecessary operational overhead.
Cogent2 designs AI-led workflows that automate high-volume enquiry types such as order tracking, delivery issues, returns, refunds, cancellations, and address changes.
Performance benchmark:AI first-response times measured in seconds across every customer communication channel, with materially improved human response times following AI handover.
Human oversight is retained where brand risk, revenue impact, or customer sensitivity requires it.
Automation & AI Enablement
Standard automation rarely reflects real operational complexity. Cogent2 extends Gorgias with tailored AI configuration and workflow design aligned to your business processes.
Advanced AI use:Early adoption of conversational AI not only for support, but also for pre-sale engagement and intelligent product recommendation in live trading environments.
All automation is designed to remain transparent, maintainable, and aligned with Gorgias best practice.
Implementation
Product Management
Stock Management
Data, Context & AI Accuracy
Effective conversational AI depends on clean data and rich context. Cogent2 optimises how historical tickets, customer attributes, and Shopify order data are surfaced within Gorgias.
Quality outcomes:Faster resolution times, improved customer satisfaction, and sustained improvements in review platform performance.
Better context directly reduces unnecessary escalation and improves first-contact resolution.
Business Scale & Multi-Brand Support
For brands operating multiple Shopify storefronts or partner sites, Cogent2 configures Gorgias to support shared automation models while preserving brand-specific tone and policy.
Multi-brand proven:Single CX frameworks supporting dozens of storefronts while maintaining consistent, premium customer experiences across all environments.
Automation frameworks scale with growth, seasonal demand, and international expansion.
Optimisation & Performance
Ongoing optimisation ensures Gorgias continues to deliver value as customer behaviour and operational complexity evolve.
Sustained ROI:Operational savings delivering double-digit returns, alongside incremental revenue impact driven by improved customer experience and faster engagement.
Cogent2 continuously refines workflows to increase automation coverage without sacrificing quality.
Support Agency
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Integration
Cogent2 designs and delivers Gorgias integrations with Shopify, ERP platforms, fulfilment partners, returns software, subscription tools, and marketing systems.
Integration work prioritises reliability, performance, and cost control.
Operational confidence: Customer service actions reliably triggering downstream system updates, supporting accurate fulfilment, refunds, and financial reporting at scale.
Where appropriate, iPaaS is used to automate workflows and manage system load, keeping API usage efficient and controlling concurrency costs.
User Training & Adoption
Automation only delivers value when teams trust it. Cogent2 provides structured training, documentation, and workshops to support Gorgias adoption.
Team impact: Unanimously positive feedback from CX teams following AI deployment, driven by reduced workload, clearer workflows, and faster resolution.
Optimisation Agency
Integration Optimization
Project Rescue
Cogent2 supports Gorgias implementations that are underperforming or failing to deliver expected efficiencies.
Recovery experience:Transforming underutilised helpdesks into high-automation, AI-led CX operations aligned with enterprise standards.
The focus is on restoring stability, trust, and measurable performance.
Localisation Agency
Gorgias enables Shopify brands to centralise customer conversations and deploy AI across support and sales channels. Cogent2 provides specialist Gorgias services to help businesses design, build, and scale customer service operations that are fast, automated, and commercially aligned.
Our team supports Gorgias across strategy, architecture, integration, and delivery, ensuring customer experience operations perform under real-world ticket volumes, peak trading periods, and multi-region complexity.
Enterprise-ready delivery:Always-on, 24/7 customer engagement across global time zones, maintaining premium support standards without linear headcount growth.
The focus is on delivering consistent, high-quality support while removing the need for proportional increases in customer service staffing.