Why Shopify Merchants Trust Domaine and Gorgias to Scale Ecommerce Support and Revenue
Domaine is the world’s largest Shopify design and development practice, with over $5B total GMV (gross merchandise value) within its portfolio. The agency works with mid-market and enterprise commerce brands across all verticals, specializing in industries like Beauty & Health, Consumer Goods, Fashion & Apparel, Food & Beverage, Furniture & Home, Jewelry & Accessories, Music & Entertainment, and Sports & Outdoors.
Purpose-built for ambitious and beloved brands, Domaine’s team of 200+ full-time members is dedicated to driving commerce growth through strategy, creative, technology, and marketing services.
How Domaine serves growing ecommerce brands
Domaine has launched 300+ ecommerce sites on Shopify and specializes in full-service, large-scale migrations to Shopify.
Domaine works with commerce brands looking to:
- Optimize cost of ownership, speed-to-market, and agility by moving their ecommerce website to Shopify
- Enhance their existing online presence on Shopify
- Expand ecommerce operations through internationalization, POS (point of sale), B2B, headless implementation, custom integrations, etc.
- Increase customer retention, conversion, and other site metrics
- Develop deeper relationships and more immersive personalization with their customers through lifecycle marketing and B2C CRM
- Outsource ongoing support across design, development, strategy, and or marketing services to an external commerce partner
Domaine’s challenge: Bridging the gaps in automation, customer context, and channel consistency
When scaling customer conversations that drive sales, Domaine notices three main pain points with its clients:
- Lack of automation
- Limited customer context
- Disjointed support channels
Domaine’s clients that weren’t leveraging AI-powered customer experience platforms often spent a lot of time on low-value tasks—answering repetitive questions, flipping between tabs to find real-time customer data, and ensuring consistency among responses. Customer experience was reactive, not proactive.
Gorgias’s Conversational AI platform was the solution.
Gorgias provides Domaine’s clients with a platform that reduces repetitive manual support tasks, drives more sales, and gives support teams one powerful Helpdesk for greater efficiency. Domaine and Gorgias’s partnership means all this comes with a team that’s responsive and eager to help any time a question or challenge arises.
As Domaine has implemented Gorgias for its ecommerce clients, it has led to:
- Extra capacity for agents to do high-value work, like building relationships and retention
- A platform deeply integrated with Shopify and other ecommerce tools like Klaviyo and Loop for richer customer profiles
- Centralized conversations and data to improve consistency across channels, ensuring customers get a consistent experience no matter where they reach out or who responds to them
Why top Shopify brands trust Domaine and Gorgias to scale smarter
Both Domaine and Gorgias are designed to help Shopify brands scale, earn more revenue, and better support customers. Domaine’s design and development practice is focused exclusively on brands on or moving to Shopify, and since 40% of the top 1.5K Shopify brands choose Gorgias, this is a natural partnership.
As strategic partners with over 20 mutual clients, Domaine and Gorgias have built mutually beneficial feedback and innovation loops by prioritizing education and enablement between teams. Domaine gets early access to new features, which they can offer clients to stay competitive. Gorgias benefits from the authentic customer feedback on these features that Domaine shares.
But don’t just take our word for it—none of Domaine’s clients have churned from Gorgias in the past year.
“By working closely together, our teams can share real-time insights from our clients’ pain points and requests to help drive Gorgias’ product innovation. Similarly, Gorgias has kept our team in the know through partner-exclusive insights and early access to features for our clients.”
—Karolina Kondrat, Director of Partnerships at Domaine
As a Gorgias Elite Partner, Domaine is among the top 10% of Gorgias partners in terms of closed deals, implementations, and co-marketing. This translates into deep expertise of the Gorgias platform and its AI-powered products that help ecommerce clients sell more and automate support.
Leveraging AI Agent and automation features
Gorgias is the conversational AI platform built for ecommerce that drives sales and resolves support inquiries. AI Agent and automation features have helped Domaine’s clients reduce ticket handling time and streamline repetitive workflows.
Domaine has onboarded several clients on AI Agent, enabling them to automate repetitive requests like:
- Sending tracking links when customers ask, “Where is my order?”
- Guiding shoppers to the return and exchange portal when appropriate
- Providing links to shade match quizzes for customers who ask for makeup recommendations
- Instructing customers how to use products or providing links to tutorials
- Explaining shipping costs or international shipping policies to those who ask
“AI Agent provides instant resolutions at scale, unlocking faster response times, fewer manual touches, and valuable time back for busy brands.”
—Karolina Kondrat, Director of Partnerships at Domaine
Domaine’s customers have also leveraged Gorgias’s automation features like Flows and Order Management, allowing customers to find answers instantly through live chat and the Help Center. This reduces ticket volumes and helps shoppers feel more empowered.
For example, Timex scaled its customer experience across online storefronts, countries, and platforms thanks to Gorgias and Domaine. Domaine helped the watch brand reduce its technical debt and cost of ownership by migrating from Salesforce Commerce Cloud (SFCC) to Shopify.
Once they were on Shopify, Timex implemented Gorgias’s AI Agent and automation features to respond instantly to common customer questions about sizing, returns, warranties, and more.
A well-integrated platform for efficient ticket management
Gorgias’ deep integrations with Domaine’s close partners, such as Shopify, Klaviyo, Recharge, and Loop, allow brands to resolve tickets faster using real-time customer data—all in one view.
“Our ability to implement Gorgias alongside our other Innovation Partners, like Klaviyo, Recharge, and Nosto, helps us unlock one of Shopify’s greatest strengths: its powerful partner ecosystem that enables brands to seamlessly extend and enhance the commerce experience for consumers.”
—Karolina Kondrat, Director of Partnerships at Domaine
The Domaine and Gorgias partnership in action: Four customer success stories
Together, Domaine and Gorgias have helped leading Shopify brands elevate their customer experience, streamline operations, and drive measurable, AI-powered growth.
Laura Mercier boosted average order value (AOV) by 38%
Laura Mercier enlisted Domaine to create a new online experience that would evoke the same confidence as purchasing its products in-store. To do so, Domaine migrated the brand from Salesforce Commerce Cloud (SFCC) to Shopify and implemented several solutions to upgrade the ecommerce customer experience, ranging from virtual try-ons to personalized AI-powered conversations.
The makeup brand uses Gorgias’s AI Agent to offer instant resolutions to frequently asked questions across live chat and email. This combination of strategies paid off with a 38% increase in average order value.
bareMinerals increased AOV by 15% and decreased page load time by 41%
bareMinerals partnered with Domaine to replatform from Salesforce Commerce Cloud (SFCC) to Shopify to reduce complexity, slow load times, and high costs. The goal was to create a fresh, digitally-native feel that would resonate with younger consumers.
Adopting Gorgias’s AI Agent across email and live chat helped bareMinerals save time and money—response times dropped from two hours to five seconds, automation rate ranges between 50% and 64%, and AI Agent drives 5% of total revenue due to smarter, more personalized product recommendations.
Read more: AI in Action: 10 Proven Strategies from Ecommerce Leaders
Assouline drove an 11.4% increase in conversion rate
Assouline, renowned for its luxurious and beautifully crafted books, needed an ecommerce store that would truly embody its brand. Their previous site fell short in capturing the elevated essence needed to match the sophistication of its products and physical retail presence.
Domaine refined the existing website's design and user experience through visual storytelling, augmented reality, and improved digital customer service, driving an 11.4% increase in online conversions. By implementing Gorgias, Assouline ensured that its luxury brand’s high-touch service translated seamlessly into the digital space.
With a small customer service team managing global inquiries that were previously scattered across Instagram DMs and other channels, Assouline needed a centralized solution. Gorgias provided exactly that, streamlining communications from global clients into one channel while preserving the brand’s elevated, personal touch.
By leveraging intelligent chat functionality and well-crafted Macros, Domaine helped create an experience that feels human, not automated, reinforcing the convenience and ease that define luxury service. Plus, with Gorgias’s straightforward setup, Assouline’s team could implement and scale quickly, without disrupting their workflow.
Milk Makeup uses AI Agent for personalized product recommendations
Domaine worked with Milk Makeup to create an exceptional new ecommerce website as the viral cosmetics brand set out to replatform from Salesforce Commerce Cloud (SFCC) to Shopify.
Milk Makeup views its ecommerce website as a key sales channel for the brand, functioning to build relationships with its customers and grow revenue. Keeping this top of mind, Domaine ensured that it equipped Milk Makeup with the best technology and Shopify apps to reach its goals, including Gorgias.
Milk Makeup uses Gorgias’s AI Agent to automate repetitive support inquiries and drive sales through personalized virtual shopping assistance. This has boosted product discovery, leading to results like a 10% increase in online sessions, 8% higher average page durations, and 6% more page views.
The results: Transforming support into a lever for growth
Beyond being a powerful conversational AI platform, Gorgias is strategically helping Domaine’s clients turn support into a growth engine. As the product becomes more AI-driven, the Domaine team is especially excited about the revenue and efficiency opportunities this unlocks.
"Gorgias is more than a CX platform — it’s a strategic partner helping our clients evolve support into an additional channel for growth. As the product becomes more AI-powered, we’re excited about how this will open up even more revenue and efficiency opportunities."
—Karolina Kondrat, Director of Partnerships at Domaine
By partnering with Gorgias, Domaine has:
- Jointly closed six new partnership wins alongside Gorgias year-to-date, where Gorgias was selected as the CX platform of choice
- Unlocked more value from each Enterprise deal thanks to Gorgias’s industry-leading referral program
- Benefited from Gorgias’s partner marketing that drives brand awareness and qualified leads
“We feel fully supported by the Gorgias team—they’re very responsive, helpful, and supportive in answering any questions or challenges that may come up for our team or clients.”
—Karolina Kondrat, Director of Partnerships at Domaine
Next steps: Unlocking more value throughout the entire customer lifecycle with AI-powered conversations
Domaine is excited about the future of Gorgias as a leading conversational AI platform for ecommerce brands. “We look forward to further elevating the full customer experience, from product discovery all the way through post-purchase, as well as lifecycle marketing strategy for the brands we jointly serve,” Karolina tells us.
As more enterprise businesses migrate to Shopify, there is a growing need for tightly integrated, insight-driven customer service solutions that enhance brand perception and loyalty. With the lines between commerce, marketing, and customer experience continuing to blur, Domaine believes there’s untapped value in combining its strategic, design, and technical expertise with Gorgias’s platform innovation.
"We see potential in connecting customer service data with lifecycle marketing to drive more tailored, revenue-generating experiences.”
—Karolina Kondrat, Director of Partnerships at Domaine
Ready to turn customer support into your clients’ next growth engine? Partner with Gorgias today.
