Impact Study

How Gorgias Cut Compliance Costs by $100,000 a Year

Gorgias is the #1-rated helpdesk for e-commerce, serving 15,000+ brands. Compliance demands were pulling engineers off product work and slowing enterprise deals. Instead of hiring a compliance team, Gorgias got one. Agency’s U.S.-based forward-deployed engineers embedded directly inside their workflows and ran the program end-to-end — cutting compliance costs by more than $100,000 in the first year, with no new headcount.

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About the Company

Gorgias is the #1-rated helpdesk platform built for e-commerce brands. Founded in 2015 and headquartered in San Francisco, Gorgias powers customer support for more than 15,000 brands — including Olipop, Glossier, and Kith — with AI-powered automation, ticketing, and communication tools. The company employs roughly 500 people across seven global offices and has raised over $100 million.

Key Challenges

Gorgias ran a remote engineering organization with an external compliance advisor who reviewed plans but never implemented anything — so escalating compliance demands landed on constrained engineering resources. Every decision had to be coordinated across internal engineering, outsourced IT, and legal advisors, which slowed the program down. At the same time, enterprise clients sent a continuous stream of time-sensitive security questions that required prompt, accurate, cross-functional answers.

How Agency Helped

Agency deployed a forward-deployed team that integrated directly into Gorgias’ workflows. Embedded compliance experts worked alongside internal engineering and outsourced IT in Slack, ran a comprehensive review of the existing compliance and security architecture, and built a structured compliance onboarding program for new employees. Agency also built out security documentation and a ticketing system, and plugged directly into the sales team as the response desk for client security inquiries. Rather than handing Gorgias another tool to operate, Agency’s engineers did the work — implementing controls, building documentation, and running the security response desk on top of the systems Gorgias already used.

Results

$100,000+ in annual savings in the first year through streamlined compliance processes. Employee compliance onboarding dropped from 90+ days to under 30. Prospect security diligence responses went from 7 days to 48 hours, and auditor inquiry response times were cut in half.

Proof Points

Gorgias cut more than $100,000 in annual compliance costs, reduced employee compliance onboarding from 90+ days to under 30, moved security diligence from seven days to 48 hours, and cut auditor inquiry response times in half.

Agency embedded with internal engineering, outsourced IT, legal advisors, and sales workflows. Instead of giving Gorgias another tool to manage, Agency implemented controls, built documentation, and ran the security response desk.

Buyer Questions Answered

What business problem did this solve? Compliance work was slowing engineering execution and enterprise deal support for a 15,000-brand e-commerce helpdesk business.

Where did the savings come from? The case study attributes savings to streamlined compliance processes, faster onboarding, faster diligence responses, and reduced auditor-response effort.

Custom Security To Protect Your Most Critical Threat Surface

Your security and compliance team, without the headcount. U.S.-based forward-deployed engineers, supercharged by proprietary AI, operate your program end-to-end — on top of the tools you already trust. Automation ends where judgment begins.

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