Gorgias Inc., a startup with a customer service platform optimized for online retailers, today announced that it has closed a $30 million Series C funding round.
Transpose Platform and e-commerce software giant Shopify Inc. jointly led the round. Gorgias is now reportedly valued at $710 million, up from $680 million before the investment.
San Francisco-based Gorgias providers a platform that online retailers use to provide customer support to shoppers. The platform enables help desk teams to process support tickets through a centralized cloud-based interface. According to Gorgias, over 10,000 online retailers use its platform to support more than 200 million customers.
Gorgias’ platform enables support agents to quickly access contextual data such as the details of a customer’s most recent order. Such data usually has to be retrieved manually, often from not one but multiple systems. The startup says that automating the process saves time for help desk teams, which enables them to process support tickets faster.
Gorgias also offers other features designed to save time for support agents. Companies can customize the startup’s platform by integrating it with one of more than 65 third-party applications that it supports. The integrations make it possible to perform tasks such as checking the status of a customer order without leaving the interface, which Gorgias says eases support agents’ work.
The startup’s platform can answer common customer questions automatically thanks to a built-in automation engine. If the platform receives a support ticket that is too complicated to answer automatically, it can route the ticket to the help desk team. The software is capable of determining which help desk representative is best equipped to process each customer request and route requests accordingly.
Gorgias offers its core feature set alongside analytics tools that companies can use to measure the efficiency of their customer support operations. According to Gorgias, its analytics tools can also help help desk personnel find opportunities to generate new revenue through initiatives such as upselling programs.
“We have seen many Gorgias customers generate significant revenue through support, in some cases raising revenue by more than 10%,” Gorgias co-founder and chief executive officer Romain Lapeyre detailed in a blog post today.
Using its newly closed $30 million round, the startup plans to add more automation features that can save time for customer support teams. The company is also developing a new module for its platform that is designed to help online retailers more easily identify revenue opportunities.
“By making customer experience an even more vital part of our merchants’ organizations and helping them generate substantial top-line revenue, we will drive further adoption of the Gorgias platform,” Lapeyre stated.
The rapid growth of the e-commerce market over recent years has helped accelerate the momentum of startups that provide software for online retailers. CommerceIQ Inc., which assists retailers with the task of selling products through e-commerce marketplaces, closed $115 million funding round earlier this year to support growth initiatives. Nautical Commerce Inc. more recently raised $30 million from investors for its namesake cloud platform, which is designed to simplify the development of new e-commerce marketplaces.