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

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.

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.

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.

$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.