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Romain Lapeyre
CEO of Gorgias and Entrepreneur
Romain Lapeyre is the co-founder and CEO of Gorgias, a customer service platform designed specifically for e-commerce businesses. He has held this position since March 2015 and is based in the San Francisco Bay Area. Under his leadership, Gorgias has grown to support over 10,000 online merchants, including notable brands like Steve Madden and Princess Polly, by providing integrated helpdesk solutions that enhance customer support and automate processes across various channels.13
Education and Early Career
Lapeyre earned a Master in Management with a focus on Entrepreneurship from HEC Paris, where he also participated in an exchange program at Fudan University. His early career included roles such as a Product Manager at Work4 and Business Development at Scalr, where he gained experience in software development and cloud management.12
Skills and Languages
In addition to his professional experience, Lapeyre is proficient in multiple languages, including French (native), English (full professional proficiency), Spanish (professional working proficiency), and has elementary proficiency in Chinese.1
Overall, Romain Lapeyre's background in entrepreneurship and technology, combined with his leadership at Gorgias, positions him as a significant figure in the e-commerce customer service industry.
Highlights
AI Agent is 4 weeks old 🎂
Even though we’re reflecting on a short period of time, CX teams are already starting to feel the positive effects from this incredible tool.
More bandwidth is opening up, repetitive tickets are being resolved in the background (go AI Agent, go!), and employees finally have time to form stronger relationships with customers.
A peek at some of the early wins we’ve observed: → 300 Gorgias customers are actively using AI Agent (and that number is growing each week) → 10k messages were processed last week with AI Agent → 60 merchants have already achieved a 20+% automation rate with AI agent
These might look like modest numbers on a screen, but they’re translating to significant benefits for the people who monitor, manage, and innovate on ways to deliver exceptional customer experiences — and we feel grateful to be able to facilitate this shift.
Big thanks to the brands for trusting us.
Next step…proving that we’ll maintain your CSAT and NPS scores as we scale your automation!
Today is a big day for everyone in the Gorgias ecosystem. But first story time!
What does it take to be a CX Leader? You're on the front lines, engaging with customers daily, solving problems one by one. It’s a hard job.
And let's face it, the job only gets tougher as new channels keep popping up every year. Reality is customers expect near-instant responses, regardless of your team size.
Our merchants at Gorgias are already doing an incredible job. You're juggling chats, social media, and emails, responding to customers in an average of 10 hours with a 4.6 CSAT. That's way above industry standards, and your customers appreciate you for it.
What if we could take this even further? What if we could leverage AI to enhance the customer experience?
➡️ That's why I'm thrilled to announce our latest product release - AI Agent. → Your newest team member → one who knows your customers → takes action to resolve tickets
With AI Agent, you can: → Resolve up to 60% of support volume with cost-effective AI → Delight customers with instant and personalized answers, 24/7 → Focus your team’s time on complex, VIP, and high-value conversations
The future of CX is finally here. Don't wait to revolutionize to catch the new wave of CX.
Want to try it out now? Head over to Gorgias → Automate → your store → AI agent.
