Ecommerce customer support platform, Gorgias, raises $25m in Series B funding

Funds will be used to accelerate product development and increase its workforce

Image: Unsplash

With many stores still experiencing limited hours and possible shutdowns on the horizon again, having a strong ecommerce presence seems more important than ever. 

Echoing those sentiments, Gorgias, an ecommerce customer support platform, has announced that it has finished a Series B funding round totaling $25 million. Participation in the round was led by Sapphire Ventures with SaaStr, Alven, Amplify Partners, CRV, and Greycroft also included.

This brings Gorgias' total funding up to $40 million. Funding will be used to accelerate product development and double the company's 110-person workforce across its six global offices, according to the press release.

"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," says Romain Lapeyre, CEO and Co-Founder of Gorgias.

According to TechCrunch, Gorgias is already in over 4,500 stores, including Steve Madden, Marine Layer, Ellana, Electrolux, and more.

Founded in 2015, the service allows ecommerce brands of all sizes to better optimize the user experience for online customers. Using its tool, brands can set up automated responses to frequently asked questions, centralize support tickets, and even upsell to customers. 

The platform also offers integrations with many of the popular selling platforms, including Shopify, Magento, and BigCommerce.

Jason Lemkin of SaaStr, Investor and Advisor to Gorgias, notes in the press release, "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."