The 7 best order tracking chatbot platforms for ecommerce in 2025

If you run an e-commerce store, you know the drill. Your ads are hitting the mark, sales are up, but your support inbox is completely flooded with the same question, over and over: "Where is my order?"

That constant stream of WISMO (Where Is My Order?) tickets can bury even the best support team, pulling them away from the tricky problems that actually need a human brain to solve.

The good news? You don't have to just keep hiring more people. A smart AI chatbot can automatically handle most of these tracking questions, giving customers instant answers any time of day and freeing up your team.

But with a million options out there, how do you pick the right one? I’ve spent a good chunk of time digging into the most popular platforms to find the best order tracking chatbot for e-commerce stores. This guide breaks down the top 7 for 2025, so you can finally get out of your inbox and back to growing your business.

What makes a great order tracking chatbot?

Simply put, an order tracking chatbot is an automated helper on your website that answers one question really, really well: "Where's my order?"

Instead of a customer sending an email and waiting around for a reply, they can just pop open the chat widget on your site and ask. The chatbot is connected to your e-commerce platform (like Shopify or BigCommerce) and your shipping carriers. When a customer gives their order number or email, the bot zips over, finds the real-time status, and delivers an accurate update on the spot.

Of course, modern AI chatbots do more than just that. They can tackle related questions about returns, order changes, or shipping policies. They understand normal human language, so customers don't have to type in specific keywords. The whole point is to give immediate, automatic answers to common post-purchase questions, making for a smoother customer experience and a lighter workload for your support agents.

Why your ecommerce store needs an order tracking chatbot

Adding a chatbot isn't just about sticking a fancy new gadget on your website. It's a move that can seriously help your bottom line and build a more loyal customer base. Here’s why it’s become a must-have for any growing online store:

• Cut down on support costs. Answering the same tracking questions all day is a huge time and money sink. A chatbot can automate up to 80% of these, which means your cost-per-ticket goes way down and your team can handle more without you needing to hire more people.

• Make customers happier and build trust. People today want answers now. In fact, one study found that 90% of shoppers expect to be able to track their orders in real-time. Giving them 24/7, on-demand tracking info meets that expectation and makes your brand feel reliable, which encourages them to shop with you again.

• Let your support team do meaningful work. When your agents aren't just copy-pasting tracking links, they can focus on conversations that matter. Think about it: helping someone with a complex product issue, giving a personalized recommendation, or turning a complaint into a great experience. This not only leads to better service but also makes their job a lot more interesting.

• Get ahead of delivery problems. The best chatbots don't just wait for questions. You can set them up to proactively tell customers about shipping delays. This turns a potentially bad situation into a moment where you can show you're on top of things, which actually builds more trust.

How we chose the best order tracking chatbot platforms

To make this list actually useful, I focused on what matters to a busy store owner. I skipped the marketing fluff and measured each platform against five practical points that make the difference between a frustrating tool and a fantastic one.

• Ease of setup: How fast can you get it working? I looked for platforms you can set up yourself in an afternoon, without needing to talk to a salesperson or hire a developer.

• Integrations: A chatbot is useless if it's an island. I checked for platforms that connect smoothly not just with e-commerce systems like Shopify, but also with helpdesks like Zendesk and Gorgias, and even where you store your knowledge, like in Google Docs.

• Control and customization: Can you make the bot sound like your brand and tell it exactly what to do? I preferred tools that give you fine-grained control over the automation rules and let you create custom actions, like looking up specific order details.

• Accuracy: How does the bot know the right answers? The top platforms learn from your own business data, your past support tickets, your help center articles, to give answers that are accurate, in your brand's voice, and aware of the context.

• Pricing: Is the cost straightforward? I looked for clear pricing that doesn't punish you for growing. Platforms with flat-rate plans got a big thumbs-up over those with confusing pay-per-answer fees that can lead to surprise bills.

Comparison of the top order tracking chatbot platforms for 2025

Here’s a quick side-by-side look at our top 7 picks. Use this table to get a feel for the options before you dive into the more detailed reviews below.

The 7 best order tracking chatbot platforms in 2025

1. eesel AI

eesel AI stands out because it's not just another chatbot. It's a flexible AI layer that connects deeply with the tools you're already using. Instead of making you switch helpdesks, eesel plugs right into systems like Zendesk, Gorgias, and Intercom. It learns from your past tickets, macros, and help articles to give super accurate answers right from the start.

eesel AI connects to various knowledge sources like your helpdesk, e-commerce platform, and documents to provide comprehensive answers from the best order tracking chatbot.

What makes it the best order tracking chatbot for my money is how it combines real power with dead-simple setup. You can connect your Shopify store and helpdesk in a few minutes, and the AI will be ready to answer complex questions like, "What's the status of my latest order and what's your return policy for items on sale?" by pulling info from different places. Plus, its simulation mode is fantastic, you can test the AI on thousands of your past tickets to see exactly how it will perform before it goes live.

The eesel AI simulation mode allows you to test the best order tracking chatbot on past tickets to see its effectiveness before going live.

Pros:

• Live in minutes: You can genuinely set it up yourself without ever talking to a salesperson.

• Pulls answers from everywhere: It connects to your helpdesk, e-commerce platform, and other docs (like Google Docs or Confluence) for complete answers.

• You're in control: You decide which tickets get automated and can build custom actions to look up live order info.

• Clear pricing: Predictable, flat monthly rates. No weird per-answer fees that sneak up on you.

Cons:

• It might be a bit much if all you need is a very basic FAQ bot with no other tool connections.

Pricing:

eesel AI's pricing is based on a flat monthly fee for a certain number of AI interactions (which includes replies and actions like tagging a ticket).

• Team Plan: $239/month (billed annually) for up to 1,000 AI interactions/month and 3 bots. Includes training on websites/docs and an AI copilot for your helpdesk.

• Business Plan: $639/month (billed annually) for up to 3,000 AI interactions/month and unlimited bots. Adds training on past tickets, AI actions, and bulk simulations.

• Custom Plan: For enterprise needs with unlimited interactions and advanced features.

2. Gorgias

Gorgias is a helpdesk built specifically for e-commerce, and it absolutely loves Shopify. Its main strength is its incredibly deep connection with Shopify, which lets agents (and its chatbot) see and even change order details right from the support ticket.

The Gorgias chatbot is solid for basic e-commerce tasks. It can pull up an order status, change a shipping address, and handle returns. But here's the catch: it's an extension of the Gorgias helpdesk. If you don't use Gorgias, you can't use their bot. Its knowledge is also pretty much limited to your e-commerce platform and Gorgias macros, and the pricing is based on "billable tickets," which can get hard to predict as you grow.

Pros:

• The best Shopify integration you'll find.

• Great for mixing human and automated support in one place.

• Can do things like issue refunds right from the helpdesk.

Cons:

• You're locked in; it only works if you use Gorgias as your helpdesk.

• Pricing is tied to ticket volume and AI resolutions, which can be a headache to forecast.

• The AI isn't as flexible for questions that aren't about a specific order.

Pricing:

Gorgias's pricing is based on monthly "billable tickets," and AI answers cost extra, which can be confusing.

• Starter: $10/month for 50 helpdesk tickets. AI resolutions are $1.00 each.

• Basic: $50/month for 300 helpdesk tickets. The plan includes some AI resolutions, with overages at $0.90 each.

• Pro: $300/month for 2,000 helpdesk tickets.

• Advanced: $750/month for 5,000 helpdesk tickets.

This model means your bill goes up every time the AI helps a customer, which kind of feels like you're being penalized for being efficient.

3. Tidio

Tidio is super popular with smaller stores, mainly because it's so simple and started with a focus on live chat. It's a breeze to set up and has a pretty generous free plan. Their visual chatbot builder lets you map out conversation flows without touching a line of code.

For order tracking, Tidio connects to Shopify to provide status updates. However, its AI is more basic than others on this list. It leans heavily on pre-built flows and recognizing keywords. While it's a great starting point for handling simple questions and capturing leads, fast-growing stores might find they hit its limits pretty quickly and need a smarter AI that can learn from more of their business data.

Pros:

• Very easy to get started with.

• Nice blend of live chat and simple chatbots.

• Affordable pricing with a free option.

Cons:

• The AI isn't as advanced and sticks to rule-based flows.

• Might not be powerful enough for stores with high ticket volumes or complex questions.

• Doesn't have a great way to learn from external knowledge sources.

Pricing:

Tidio's pricing is modular. You can buy their AI agent, Lyro, on its own or as part of a bundle.

• Free Plan: Includes 50 live chat conversations.

• Lyro AI Agent (Standalone): Starts at $32.50/month for 50 Lyro conversations.

• Starter Plan: $24.17/month for 100 billable human-led conversations.

• Growth Plan: Starts at $49.17/month for 250 billable conversations and adds more features.

4. Intercom

Intercom is the big, enterprise-level option. It's way more than a chatbot; it’s a whole suite of tools for support, sales, and marketing. Its AI, named Fin, is powerful and can handle natural, helpful conversations.

Intercom can connect to your systems to provide order updates and manage support requests. It's particularly good at proactive stuff, like messaging a customer who looks like they're stuck on the checkout page. The main downsides are its complexity and price tag. It's a platform you have to build your whole support operation around, which could mean ripping out the tools you already use. For a store that just wants to solve the WISMO problem, Intercom is probably overkill.

Pros:

• A very powerful, conversational AI.

• Great for engaging customers across their entire journey.

• Combines support, marketing, and sales tools in one platform.

Cons:

• Very expensive, with a pricing model that hits you with both per-seat and per-resolution fees.

• Can be complicated to set up and maintain.

• You'll likely have to migrate away from your current helpdesk.

Pricing:

Intercom's pricing charges you per agent seat and then again for every AI resolution from Fin.

• Essential Plan: $29/seat/month + $0.99 per Fin resolution.

• Advanced Plan: $85/seat/month + $0.99 per Fin resolution.

• Expert Plan: $132/seat/month + $0.99 per Fin resolution.

Like Gorgias, this model means your costs climb with every issue the AI solves, making your budget unpredictable.

5. Zendesk

Zendesk is one of the biggest names in the support world. Their AI chatbots are a logical add-on to their helpdesk, designed to work smoothly inside the Zendesk universe. They can pull answers from your Zendesk Guide knowledge base and use your existing macros to answer common questions.

If you're already a heavy Zendesk user, this is an obvious advantage. But, the AI features often cost a pretty penny, and many of their plans also use that per-resolution pricing model. It can get expensive, fast. For businesses that want to pull knowledge from outside the Zendesk bubble (like from Google Docs or old tickets in a different system), a tool like eesel AI that integrates on top of Zendesk can be a more powerful and budget-friendly choice.

Pros:

• Seamless experience for existing Zendesk customers.

• Uses your current Zendesk knowledge base and macros.

• Backed by a big, reliable company.

Cons:

• AI features are pricey add-ons.

• Per-resolution pricing can lead to bill shock.

• It can be tough to train on knowledge that doesn't live inside Zendesk.

Pricing:

Zendesk pricing is tiered per agent, with AI features as either an add-on or included in higher tiers.

• Suite Team: $55/agent/month (billed annually) includes basic AI with a limited number of automated answers per agent.

• Suite Professional: $115/agent/month (billed annually) includes more resolutions.

• Advanced AI Add-on: For the more powerful features, you have to pay extra. Overages for automated answers are charged at $2 per resolution or via bulk discounts.

6. AfterShip

AfterShip is a specialist. Its entire world revolves around the post-purchase experience: shipment tracking, returns, and delivery updates. They offer AI features to help customers track their packages and automate communications.

Its strength is this laser focus on logistics. It connects with over 1,200 carriers globally, giving you and your customers super accurate and detailed tracking info. The downside is that it's not a general-purpose chatbot. It's not going to help with pre-sale questions, product recommendations, or any support issue that isn't about shipping. It's a brilliant tool for what it does, but you'll probably need another chatbot to handle everything else.

Pros:

• The undisputed expert in shipment tracking and post-purchase logistics.

• Supports an incredible number of shipping carriers.

• Excellent for creating your own branded tracking pages.

Cons:

• Strictly limited to post-purchase questions.

• Not a solution for your general customer support needs.

• You'll likely need a second tool for other chatbot functions.

Pricing:

AfterShip's tracking plans are based on your monthly shipment volume.

• Free: Up to 50 shipments/month.

• Essentials: $11/month for 100 shipments/month.

• Pro: $119/month for 2,000 shipments/month.

• Premium: $239/month for 2,000 shipments/month, which adds AI features like predictive delivery dates.

7. Workhub.ai

Workhub.ai is a newer player that, much like AfterShip, is all about automating order tracking for Shopify and WooCommerce stores. Their goal is clear: kill WISMO tickets. Their AI chatbot hooks into your store and carriers to provide instant updates.

They offer a simple solution to a very specific problem, which is great. The platform is designed to be easy to set up and it targets the core pain of WISMO overload. The main thing to consider is whether this narrow focus is enough for you in the long run. As your business grows, you might find you want an AI that can learn from more than just order data and handle a wider range of customer questions.

Pros:

• Hyper-focused on solving the WISMO problem.

• Simple setup for Shopify and WooCommerce.

• Clear, no-fluff value proposition.

Cons:

• Less flexible for handling questions that aren't about tracking.

• As a newer platform, it might lack some of the advanced features of its competitors.

• Pricing is based on "tokens," which can be harder to predict than conversations or interactions.

Pricing:

Workhub.ai's pricing is based on "tokens," which is a unit of measurement for AI computation.

• Free Plan: Includes 500,000 tokens/month and 5 AI agents.

• Pro Plan: $90/month (billed annually) for 1,000,000 tokens/month and 10 AI agents.

• Enterprise: Custom pricing for larger needs.

Pro tips for choosing an order tracking chatbot

Picking a tool can feel like a lot. Here are a few quick tips to help you decide:

1. Start with your biggest headache. Is it really just WISMO tickets, or are you also swamped with questions about your return policy? Make a quick list of the top 5 questions your team answers all day and find a bot that can nail all of them.

2. Think bigger than just order tracking. Solving WISMO is a great first step, but the best AI platforms can also help with pre-sale questions, route tickets to the right person, and even help your agents write replies faster. Pick a tool that can grow with you.

3. Pro Tip

   Don't get tricked by the pricing. 'Pay-per-resolution' sounds fair, but it can lead to massive, unpredictable bills during busy times like Black Friday. A flat-rate plan like the one from eesel AI is usually much easier to budget for and more cost-effective as you grow.

4. Test it with real questions. Don't just watch the slick demo. Use the free trial to connect your actual help docs and throw real customer questions at the chatbot. A simulation mode is a huge bonus here, as it lets you see how the bot would have handled hundreds of your past tickets without any risk.

Finding the best order tracking chatbot to end your WISMO nightmare

Drowning in "Where is my order?" tickets doesn't have to be the price of success for your e-commerce brand. By using one of the best order tracking chatbot platforms, you can give customers the instant, 24/7 answers they want, and let your support team get back to doing their best work.

While simple tools like Tidio are a great way to dip your toes in, and specialists like AfterShip are amazing at logistics, a flexible AI platform will give you the most value over time.

A solution like eesel AI gives you the best of all worlds: it's incredibly easy to get started, it works with all the tools you already use, and it gives you complete control over what gets automated. It learns from your specific business data to give accurate answers, all for a predictable, flat price.

Ready to see how much time you can get back? Start your free trial with eesel AI today and see how it handles your own support tickets.