Gorgias Voice: A complete 2024 overview for ecommerce brands

Let's be honest, in a world of live chat and social media DMs, phone support can feel a bit old-school. But for ecommerce brands, it’s still a powerful tool. Sometimes, a real conversation is the only thing that can build trust, sort out a complicated order issue, and save a sale in a way that text just can't.

If you’re one of the thousands of brands already running your support on Gorgias, adding phone support through Gorgias Voice probably seems like an obvious next step.

But is it the right move for your team? Gorgias Voice promises to pull all your customer conversations into one place, which sounds great for your agents. In this guide, we'll give you a complete, no-fluff overview of what Gorgias Voice does well, what its features are, how the pricing really works, and some important limitations you need to think about before you commit.

What is Gorgias Voice?

Gorgias Voice is a paid add-on that lets you handle phone support directly inside your Gorgias helpdesk. Instead of juggling a separate phone system, your team can make and receive calls from the same dashboard they use for email, chat, and social media.

The whole point is to centralize everything. When a customer calls, a ticket is automatically created. Your agent sees the customer's entire conversation history across all channels, plus all their data from your Shopify store, right there on the screen. This means no more frantic tab-switching to find order numbers or past complaints, which should lead to faster, more personal service.

Gorgias Voice features

Gorgias Voice comes with a solid set of features built to fit phone support into a helpdesk workflow. Here’s a breakdown of what you actually get.

Unified helpdesk and Shopify integration

The biggest win for Gorgias Voice is how it’s baked right into the Gorgias platform. Every call automatically becomes a ticket, giving you a complete, chronological timeline of every single interaction a customer has had with your brand.

Even better, it pulls in a ton of customer data directly from Shopify. While on a call, an agent can see things like:

• Past order history and all the details

• Shipping and tracking information

• Customer lifetime value and contact info

Having this context on hand is huge. It lets your team give personalized support, troubleshoot order problems on the spot, and maybe even spot a chance to upsell or cross-sell a relevant product.

Call management and routing

Getting calls to the right person without a hassle is key, and Gorgias Voice has a few tools for this. You can set up an Interactive Voice Response (IVR) menu that lets callers direct themselves (you know, "Press 1 for sales, Press 2 for support"). This simple step makes sure customers don't get bounced around between departments.

You can also create call queues that send incoming calls to specific teams or agents based on who's available. If everyone's busy or a call comes in after hours, it can be sent to voicemail. It also lets you forward calls to an external number, like an agent's cell phone, so you don't miss urgent calls when you're away from your desk.

Call optimization and analytics

To help you get better at phone support over time, Gorgias Voice includes a few useful features. You can turn on call recording for training new hires, quality checks, or just to have a record of the conversation for your own files.

The platform also offers AI-powered summaries and transcripts of calls. This is a nice touch, as it lets a manager quickly get the gist of a long conversation without having to listen to the whole thing. The built-in analytics dashboards give you a high-level view of your call volume, average wait times, and how individual agents are performing, helping you spot trends and figure out your staffing.

Understanding Gorgias Voice pricing

Okay, this is where things can get a little complicated. Gorgias Voice pricing isn't a standalone product with a simple monthly fee. It’s an add-on to a standard Gorgias Helpdesk subscription, and its cost is tied to your total ticket volume.

In Gorgias, a "billable ticket" is any conversation that gets a touch from a human agent, a rule, or an AI. Voice calls count as billable tickets. So, when you add phone support, you're not just paying for the feature itself; you're also bumping up your monthly ticket count. This could easily push you into a higher plan or leave you with overage fees.

On top of that, Gorgias sells an AI Agent product, which is a separate cost based on how many interactions it automates. This multi-layered, usage-based pricing can make it really tough to predict your monthly bill, especially during busy seasons like Black Friday.

Here’s a quick look at the base Gorgias pricing. Just remember that every phone call will add to your "Helpdesk Tickets" count.

Plan	Base Price (Monthly)	Included Helpdesk Tickets	Overage Cost (per 100 tickets)	Included AI Interactions	AI Interaction Cost
Starter	$10/mo	50	$0.40 / ticket	0	$1.00 / interaction
Basic	$50/mo	300	$40	60	$0.90 / interaction
Pro	$300/mo	2,000	$36	600	$0.90 / interaction
Advanced	$750/mo	5,000	$36	2,500	$0.90 / interaction
Enterprise	Custom	Custom	Custom	Custom	$0.90 / interaction

Note: This pricing is based on info from the official Gorgias pricing page and could change.

The hidden costs and limitations of Gorgias Voice

While Gorgias Voice does a good job of managing phone calls inside a helpdesk, it doesn't really solve the deeper problems that come with voice as a support channel. This is where the old-school approach starts to show its cracks.

Why manual call handling doesn't scale

Let’s face it: phone support is by far the most expensive and least scalable way to help customers. It requires a one-to-one ratio, one agent can only help one customer at a time. Gorgias Voice gives your team better tools for those calls, but it doesn't do anything to reduce the number of calls coming in. Every single call still needs a human to pick up the phone, which quickly becomes a major bottleneck as your brand grows.

The challenge of disconnected knowledge

Even with call transcripts and AI summaries, the valuable information from your phone conversations often stays locked inside individual tickets. That knowledge isn't easy to reuse. It doesn't get added to your help center to prevent future questions, it can't be used to train an AI to automate answers on other channels, and it’s a pain to dig up when training new agents. Your team ends up solving the same problems over and over again on expensive phone calls because that knowledge isn't being put to work for you.

The problem with per-resolution AI pricing

If you look at the Gorgias AI Agent pricing, you'll spot a common issue with a lot of built-in AI tools: you pay for every resolution. This sounds fair on the surface, but it can quickly become a penalty for being successful. The better your automation works, the higher your bill gets. This leads to unpredictable costs that are tough to budget for and can even make teams nervous about automating more, fearing a huge, unexpected invoice.

Enhancing Gorgias Voice with a true AI layer

Instead of just managing expensive channels a bit better, today's top support teams are using a true AI layer to deflect repetitive questions before they ever reach an agent. This is the idea behind eesel AI. It's designed to work with your existing Gorgias helpdesk to get around these limitations, not force you to switch platforms.

Go live in minutes, not months

Getting started with enterprise-level AI can be a real pain, full of sales calls, mandatory demos, and long setup times. eesel AI is built to be totally self-serve. You can connect your Gorgias account with a single click and have a working AI ready in minutes. You don't have to rip out your existing helpdesk or make your team learn a whole new system. eesel AI slots right into the workflow you already know.

A flowchart outlining the quick, self-serve implementation of a modern AI layer like eesel AI.

Unify all your knowledge, not just your helpdesk

This is the real difference-maker. While Gorgias Voice helps centralize your conversations, eesel AI centralizes your knowledge. It learns from every source of truth you have:

• Your entire history of Gorgias tickets (including summaries from voice calls)

• Your public help center articles

• Internal notes in Google Docs or Confluence

• All your macros and canned responses

By creating a single, unified brain from all this info, eesel AI can give accurate, contextual answers on any channel, knocking out simple questions before they ever become time-consuming phone calls.

This infographic illustrates how eesel AI centralizes knowledge from different sources to power support automation, a key advantage over traditional Gorgias Voice setups.

Automate with confidence and predictable pricing

Worried about letting an AI loose on your customers? eesel AI’s simulation mode lets you test your setup on thousands of your past tickets. You can see exactly how it would have answered, what its automation rate would have been, and what your cost savings would look like before you ever turn it on for live customers.

The eesel AI simulation dashboard showing how AI can predict future support automation rates, a feature not available in Gorgias Voice.

And when you do go live, the pricing is simple and predictable. Unlike the per-resolution model, eesel AI offers transparent, flat-rate plans based on a generous monthly interaction limit. Your costs stay fixed, so you can scale your automation without stressing about a surprise bill at the end of the month.

A visual of the eesel AI pricing page, which contrasts with complex models by showing clear, public-facing costs for scaling Gorgias Voice with AI.

Move beyond basic Gorgias Voice support

Gorgias Voice is a solid, well-integrated tool for any ecommerce brand that wants to handle phone support inside their Gorgias helpdesk. It’s great at centralizing conversations and giving agents the Shopify context they need to solve problems quickly.

But at its core, it’s a traditional solution for a channel that is inherently expensive and hard to scale. To build a truly efficient, modern support operation, you need more than just better call management. You need an intelligent layer of automation that can reduce the number of inquiries in the first place. The future isn't just about handling calls better; it's about using AI that understands your entire business to deflect the easy questions and free up your team to focus on what they do best.

Ready to see what true AI-powered support looks like?

Integrate your Gorgias helpdesk with eesel AI in minutes and start simulating your automation potential today. See how many tickets you can resolve without human help and completely transform your support operations. Start your free trial.