Gorgias introduced right now that it has raised $25 million in Series B funding, bringing the startup’s pre-money valuation to $300 million.
When the corporate raised its Series A simply over a yr in the past, CEO Romain Lapeyre (who based Gorgias with CTO Alex Plugaru) advised me that it really works with e-commerce companies to automate responses to their commonest customer support questions, whereas additionally offering instruments that assist the help group reply extra rapidly and even persuade clients to purchase extra services.
Gorgias says it now helps greater than 4,500 shops, together with Steve Madden, Timbuk2, Fjällräven, Marine Layer, Ellana, Electrolux and Sergio Tacchini. And income has grown 200% this yr.
That is probably not stunning, given the general progress in e-commerce through the pandemic. As Lapeyre put it, retailers noticed “an enormous enhance” in on-line orders, which resulted in the same rise in customer support requests — in order that they’re more and more turning to Gorgias for assist.
Initially, Lapeyre mentioned retailers are simply keen to reply to their clients extra rapidly and to make their help group extra environment friendly. But over time, they change into extra all in favour of utilizing buyer help “as strategy to drive gross sales.” In reality, he recalled speaking to at least one enterprise that used to compensate its help group primarily based on response time and now affords them a gross sales fee.
He mentioned he expects these traits to proceed after the pandemic ends: “We simply jumped 5 years into the longer term.”
Gorgias has now raised a complete of $40 million. The new spherical was led by Sapphire Ventures, with participation from SaaStr, Alven, Amplify Partners, CRV and Greycroft.
Lapeyere mentioned the cash will enable Gorgias to proceed hiring (it went from a group of 30 folks to extra 100 folks this yr), notably on the engineering facet, the place it could develop much more automation for the platform.
“As customers more and more store on-line, the Gorgias platform powers a brand new breed of buyer help for high-growth e-commerce manufacturers,” mentioned Sapphire Ventures Managing Director Rajeev Dham in an announcement. “Co-founder and CEO Romain Lapeyre and group have constructed an unbelievable product that gives e-commerce retailers with a single app to handle all of their buyer communications — in the end delivering a much better buyer expertise.”
Gorgias raises $14M to assist e-commerce corporations ship quicker (and extra profitable) customer support