Human beings are known to be good at a plethora of things, but there is literally nothing we do better than growing on a consistent basis. This has allowed us to hit upon some significant milestones along the way, with technology appearing as a major part of the stated group. In fact, technology stands a cut above all our other achievements, and it does so for reasons that notably go beyond its ingenious skill-set. To contextualize the statement, we must also acknowledge the influence of how those skills were used in a real world setting, as that really did a lot to realize a spectrum-wide presence for the creation. However, even after taking over the entire landscape, technology will continue to widen the horizons under one capacity or the other. This pattern has strengthened itself rather dramatically over the recent past, and looking at a new piece of funding, it should only become stronger moving forward.
Gorgias, a company that develops customer service tools for e-commerce players, has successfully secured $30 million in Series C financing. Led by Transpose Platform and Shopify, the round saw further participation coming from the likes of Jason Lemkin of SaaStr, Rajeev Dham from Sapphire Ventures, CRV, and Alven. According to certain reports, the company will use the newly-raised cash to accelerate development of its Automation Add-on feature, which can deflect up to a third of incoming repetitive support tickets by providing customers with instant answers. Beyond that, the San Francisco-based provider is also working on another feature tentatively named as Revenue Add-on. This one is expected to identify customers that may generate further revenue through online customer services.
“Both the automation and ticket prioritization will further merchant revenue goals by better identifying shoppers who are ready to buy and by increasing conversion rates through proactive support — an innovation in the current helpdesk market. This is made possible by the volume of e-commerce-specific support tickets handled by the Gorgias platform, which are used to train the company’s proprietary algorithms to detect intent and auto-tag appropriately,” said Romain Lapeyre, CEO of Gorgias.
At the moment, Gorgias is helping more than 10,000 online stores, including Princess Polly, Steve Madden, Olipop and Marine Layer, which are selling products via Shopify, BigCommerce and Adobe Commerce. Talk about the company’s overall footprint, it has leveled up to house over 245 employees, with offices stretched across San Francisco, Paris, Toronto, New York City, Sydney, Belgrade and Charlotte.
Following the latest raise, Gorgias is now valued at a whopping $710 million.
“The environment we’re working in has changed quite a bit,” Lapeyre added. “The 2020 e-commerce boom that helped fuel our growth up to our Series B has subsided, but it’s never been a more important time to upgrade the customer experience of online stores