Gorgias just published what competitive evaluations should look like: open methodology, named competitors, categories where they lose.
The Shopify-backed CX platform tested its AI agent against 18 vendors, including Zendesk, Intercom, Freshdesk, Kustomer, and newer AI-native players. They ran 8,356 live ecommerce support conversations through each platform and published the full testing harness.
Gorgias ranked first overall. They also showed Yuma, a newer AI support platform, beating them in one category. That transparency matters.
Most vendor evals are theatre. They test against unnamed competitors, use their own rubric without disclosure, and cherry-pick metrics. Buyers know this. Enterprise procurement teams now run their own side-by-side tests in days, not weeks.
Gorgias did the opposite. They published the weights, the test data, the full methodology. Will there be bias? Yes, they wrote the rubric. They say that up front. But everything is checkable.
The company is at roughly $69M ARR as of 2024, up from $51M in 2023. That is solid growth for an ecommerce-focused platform in a market with Zendesk, Freshdesk, and a wave of AI-first challengers. Headcount sits around 450 to 525 employees.
For sales and GTM context: this is smart positioning in a category where everyone claims AI leadership but few vendors publish comparative data. Buyers evaluating AI CX platforms now have a benchmark. Gorgias set the standard, competitors will have to match or explain why they will not.
The implication for sales teams: if you sell into support or CX, expect procurement to demand this level of eval transparency. If your vendor cannot or will not publish it, that tells you something about how the product actually performs against alternatives.
Worth noting: Gorgias holds about 0.77% of the live chat market but has strong adoption among Shopify merchants in the US, Australia, and the UK. That narrow focus on ecommerce likely made the eval easier to execute. Broader platforms face harder comp questions across verticals.