A practical guide to building and scaling your Gorgias FAQ page

If you're running an ecommerce brand, you probably know the feeling all too well. A constant stream of customer questions floods your inbox, and a huge chunk of them are the same thing over and over: "Where is my order?" These repetitive tickets, often called WISMO requests, can really bog down your support team, leaving them with less time for the complex conversations that build real customer loyalty.

A Gorgias FAQ page and Help Center is a solid first line of defense. It’s a self-service spot for your customers to find their own answers, which can head off those common tickets before they ever reach an agent. In this guide, we'll walk through what a Gorgias Help Center is, its best features, where it hits its limits, and how you can layer in AI to unlock some serious, hands-off automation.

What is a Gorgias FAQ and Help Center?

Let's start with the basics. A Gorgias FAQ is usually a single page on your site that answers your most common questions. Think of it as a quick reference for your shipping policy, return process, or product sizing. It’s simple, effective, and a great starting point for any brand.

The Gorgias Help Center is the next step up. It’s a more complete, multi-page knowledge base that you can build and manage right inside your Gorgias account. You can organize articles into categories, add a search bar, and create a whole resource hub for your customers.

A look at the Gorgias dashboard, where teams can manage their Gorgias FAQ and customer tickets.

The whole point of both is to let customers find answers on their own, whenever they need them. According to Gorgias, merchants who use their self-service tools can reduce tickets by up to 50%. That’s a huge win, freeing up your team to focus on more important interactions. And since it’s built for ecommerce, the Help Center works smoothly with platforms like Shopify, making it a natural fit for online stores.

Key features and setup of the Gorgias FAQ and Help Center

Gorgias gives you a pretty good toolkit for building out your self-service portal. It’s designed to be straightforward, so you can get something up and running without needing to call in a developer.

Core content and customization

The foundation of any good help center is, well, the content. In Gorgias, you can create as many articles as you need and sort them into logical categories and subcategories. This structure makes it much easier for customers to browse and find what they're looking for. If you're starting from a blank slate, Gorgias even provides free article templates to cover the basics like shipping, returns, and payment questions.

You can also tweak the look and feel of your Help Center. Adjusting the fonts, colors, and adding your logo helps create a consistent experience that matches your brand's website. It might seem like a small detail, but it builds trust and makes the Help Center feel like a real part of your site. Plus, you can embed the Help Center directly onto your site, especially on Shopify, with just a few clicks.

Self-service order management

This is where the Gorgias Help Center starts to feel more powerful than a simple, static FAQ page. One of its most useful features is the self-service order management portal. Instead of having to email your team, customers can just enter their order details to track a package, start a return, or report an issue with their order.

The Gorgias conversational AI assistant can handle common e-commerce questions in a Gorgias FAQ, like this WISMO request.

This turns your Help Center from a simple collection of articles into an interactive tool. It serves up dynamic, personalized information that solves the most common support request (WISMO) without an agent ever having to get involved.

Analytics and feedback

You can’t improve what you don’t measure, right? Gorgias lets you connect your Help Center to Google Analytics, so you can track things like page views, which articles are most popular, and what customers are searching for. This data is pure gold for figuring out what your customers actually need.

The analytics dashboard for a Gorgias FAQ provides valuable customer insights.

There’s also a simple thumbs-up or thumbs-down feedback system built into every article. This direct feedback helps you quickly spot articles that are confusing or unhelpful so you can make them better. A good habit to get into is checking your Help Center's search queries. If you see a lot of people searching for a topic that you don't have an article for, that's a pretty clear signal to write one.

The limitations of a standalone Gorgias FAQ

A Gorgias Help Center is a fantastic tool, but as your business grows, you'll likely start to bump up against its limitations. The main issue is that it's a static system. It can only provide answers based on pre-written content that you and your team create and maintain by hand.

This creates a few challenges down the road. For one, your Help Center can only answer questions you've already thought of. A new product launch, an unexpected shipping delay, or a customer-specific question will almost always end up as a support ticket.

It also takes a lot of work to keep dozens, or even hundreds, of articles accurate. Product details change, policies get updated, and promotions end. A single outdated piece of information can lead to a frustrated customer and more cleanup work for your team.

And finally, a static FAQ can't answer personal questions like, "Why was my payment declined?" or "Can I use my store credit on this subscription order?" Those questions require an agent to look up specific customer data, which a knowledge base just can't do on its own. The Gorgias Help Center is a silo; it only knows what you've typed into it. It can't pull real-time answers from your internal wikis in Confluence, product updates in Google Docs, or, most importantly, the thousands of successful resolutions already sitting in your past support tickets.

Eventually, you hit a ceiling with manual self-service. To break through it, you need to bring in some intelligence that can connect all your knowledge, no matter where it lives.

Taking your Gorgias FAQ to the next level with eesel AI

This is where AI steps in to fix the problems that come with a static knowledge base. eesel AI is an AI platform that plugs directly into the tools you already use, including Gorgias, without making you switch helpdesks. While Gorgias has its own AI Agent, it’s limited to the Gorgias ecosystem. eesel AI is different because it works by connecting all of your company's knowledge to provide smarter, more complete support.

Unify all your knowledge, not just help articles

The biggest difference with eesel AI is its ability to learn from everything. It connects to your Gorgias Help Center, but it also securely trains on your past support tickets, macros, Google Docs, and internal wikis. This means from day one, it understands your brand’s voice, your product details, and the solutions that have actually worked for your customers in the past.

Tools like eesel AI can connect to multiple knowledge sources to enhance a Gorgias FAQ.

It doesn't just sit around waiting for you to write articles. eesel AI’s automated knowledge base generation can look at your successfully resolved tickets and automatically draft new help center articles based on them. This helps you fill in knowledge gaps with content that’s already proven to be effective.

Gorgias integration: Go live in minutes with full control

Getting started with AI can feel like a huge project, but eesel AI is designed to be very straightforward. The one-click Gorgias integration means you can get set up in minutes. It's a self-serve platform, so you can configure everything on your own without having to schedule a sales call or sit through a demo.

Best of all, you don't have to just cross your fingers and hope it works. With the simulation mode, you can test the AI agent on thousands of your historical Gorgias tickets. You'll see exactly how it would have responded, which gives you a clear forecast of your automation rate and cost savings before you ever turn it on for your customers. It takes the guesswork out of the process.

Simulation mode allows you to test an AI agent on your Gorgias FAQ before going live.

Automate workflows, not just answers

A good AI solution should do more than just answer questions. The eesel AI Agent can perform custom actions right inside Gorgias to automate entire workflows. It can:

• Look up real-time order information from Shopify.

• Automatically tag tickets so they stay organized.

• Triage incoming requests and send them to the right team.

• Seamlessly escalate complex or sensitive issues to a human agent.

Think of it this way: a standard Gorgias Help Center only knows what you've manually typed into its articles. When you add eesel AI, it learns from everything, including your past tickets, internal docs, and macros. Setup for a standard help center is a manual process of writing and organizing, whereas eesel is a one-click integration that starts learning instantly. This allows it to answer specific, personalized questions, not just serve up static articles, and it can automate entire workflows like tagging and triaging tickets.

A quick look at Gorgias pricing

So, let's talk numbers. Gorgias’s pricing is transparent and scales with your business, but it's important to understand how it works. The plans are mainly based on the number of "billable tickets" you handle each month. A billable ticket is any conversation that needs a response from a human agent, a rule, or the AI.

The plans start with a base monthly fee that includes a certain number of tickets:

• Starter: from $10/month for 50 tickets

• Basic: from $50/month for 300 tickets

• Pro: from $300/month for 2,000 tickets

• Advanced: from $750/month for 5,000 tickets

An overview of the pricing structure for a Gorgias FAQ.

The AI Agent is available as an add-on or is included in the higher-tier plans. It’s priced based on "automated interactions," where a fully resolved conversation costs between $0.90 and $1.00. This usage-based model means your costs can fluctuate, especially during busy seasons like Black Friday. This is a key difference from platforms that offer more predictable pricing models.

Go beyond a static Gorgias FAQ with intelligent automation

A Gorgias FAQ and Help Center is a non-negotiable starting point for any modern ecommerce brand. It’s incredibly effective at deflecting those simple, repetitive questions and giving your customers a way to help themselves.

But as your brand grows, you'll find that the limits of static content can become a real bottleneck. To really scale your support and deliver a top-notch experience, you need a solution that's a bit more dynamic and intelligent.

By integrating a platform like eesel AI, you can turn your Gorgias setup from a simple knowledge base into a smart automation engine. It works with the tools you already have, learns from your team's expertise, and provides instant, personalized support that frees up your agents to focus on what they do best: building the customer relationships that drive growth.

Ready to see what your Gorgias support could look like on autopilot? Start your free eesel AI trial and see how many tickets you can automate in just a few minutes.