- E-commerce customer support platform Gorgias announced it has raised $25 million in Series B funding. These are the details.
E-commerce customer support platform Gorgias announced it has raised $25 million in Series B funding. This funding round follows the company’s 200% year-over-year growth in 2020.
This funding round — which is being led by Sapphire Ventures with participation from SaaStr, Alven, Amplify Partners, CRV, and Greycroft — brings Gorgias’ fundraising total to over $40 million and its valuation to more than $300 million. And the round will be used to accelerate product development double the company’s workforce across its six global offices.
Gorgias is known as 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. And 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.
Having tripled its customer base in under a year, Gorgias supports more than 4,500 online stores, including Steve Madden, Timbuk2, Fjällräven, Marine Layer, Ellana, Electrolux, and Sergio Tacchini. And Gorgias helps over 1 million end customers around the world every week.
Gorgias’ goal is to make customer service more efficient. 60% of customer requests faced by e-merchants are now grouped around 10 major recurring topics — including order tracking, pre-sales questions, refund requests, and exchanges. And 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 with the main e-commerce platforms (Shopify, Magento, BigCommerce) and offers connectors with the industry’s main applications (Yotpo, Smile, etc.).
“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. 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.”
— Romain Lapeyre, CEO and Co-Founder of Gorgias
“Global ecommerce has never been more popular with nearly $800 billion in ecommerce revenue in the U.S. this year. As consumers increasingly shop online, the Gorgias platform powers a new breed of customer support for high-growth ecommerce brands. Co-Founder and CEO Romain Lapeyre and his team have built an incredible product that provides ecommerce merchants with a single app to manage all of their customer communications —ultimately delivering a far better customer experience. We’re excited to partner with Gorgias along their journey to re-invent the customer experience for the online consumer.”
— Rajeev Dham, Managing Director at Sapphire Ventures
“Gorgias has been a beneficiary of two of the most powerful trends in Cloud and SaaS: the 5+ year acceleration of e-commerce, and the power of verticalized SaaS. By building the leading contact center solution just for e-commerce, Gorgias can provide 4x-10x the value of a more generic ‘one size fits all’ solutions. This has turbocharged their growth over 200% in the past 12 months. We are super proud to be investors in every round.”
— Jason Lemkin of SaaStr, Investor and Advisor to Gorgias