Proprietary research & benchmarks

Ecom Lab

Transparent, data-backed insights for the future of CX.
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(01) Live index

CX Benchmark explorer

Interpolated CX metrics by industry, annual sales, and automation rate. Data from the last 90 days across Gorgias customers.
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Applies to AI Adoption Index, CX Benchmarks, and Compare Industries.
(02) Highlights

Featured datasets

Support Cost Efficiency Index
Adam Treen
Data Scientist
AI Adoption Index
Adam Treen
Data Scientist
(03) Reports

Latest research

Efficiency & ROI
Stop benchmarking against the average.
The all-industry average hides all of it. Here are the numbers that actually matter for your vertical.
April 16, 2026
Efficiency & ROI
Most brands are overpaying for support. Here's the math.
Support costs are a function of time. Every ticket takes time. That time costs money. Most brands have never calculated how much, or what changes when AI handles the load.
April 16, 2026
AI Adoption
AI is everywhere. Our data shows there is still resistance.
What behavioral data from ecommerce brands reveals about where AI adoption actually stands, and what the brands that have committed are seeing.
April 16, 2026
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(04) Contributors

Meet the research team

Adam Treen
Data Scientist
Alessandro Montelli
Principal Researcher
Angelo Pedraza
Growth Manager
Joseph Bongrand
Product Manager, Web
Matilda Lee
Head of Product Strategy
Max Sutra
Project Director
(05) Performance rewards

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We believe research transparency is a public good. Instead of ad spend, we pay CX leaders and creators to distribute the truth. No complex sign-ups. No platform gates.
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