More customers, more tickets, same support team. That’s the reality for most growing e-commerce businesses today. And with growth comes pressure, support teams are expected to respond faster, resolve more, and somehow keep customers happy without adding headcount.
AI-powered tools like Gorgias AI is built to automate replies and streamline e-commerce support, especially for Shopify stores. But it’s not the only option. Platforms like eesel AI support a wider range of tools including WooCommerce, Magento, and third-party help desks making them worth considering if you’re looking for more flexibility.
While Gorgias AI is a strong fit for Shopify, platforms like eesel AI offer broader support for WooCommerce, Magento, and other e-commerce tools.
Why AI matters in e-commerce support
AI is showing up in more support teams, not as a replacement for agents, but as a way to handle the repetitive work that slows them down. Things like order status checks, return policies, and product questions can often be resolved without human involvement.
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75% of online customers expect help within 5 minutes, which means speed is important to customers.
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Manual ticket handling costs can be significant, especially when factoring in labor, training, and overhead.
Used well, AI can help teams respond faster, reduce workload, and stay consistent as volume increases. But not all tools offer the same level of flexibility. Some are built for a single platform, while other platforms like eesel AI work across different help desks and e-commerce systems.
So what does Gorgias AI actually offer, and where does it make the most sense to use it?
Gorgias AI at a glance
| What we like | What we didn’t like |
|---|---|
| ✅ Strong Shopify integration. You can issue refunds, update orders, and respond faster right from the help desk. | ❌ Works best only with Shopify. Limited functionality for WooCommerce, Magento, or custom stores. |
| ✅ Auto QA included. Helps monitor reply quality and maintain tone across agents. | ❌ Lower plans feel restrictive. API access and deeper customization are locked behind higher tiers. |
| ✅ Simple setup if you use Gorgias. Easy to connect your store and start automating common tasks. | ❌ Costs can add up quickly. Pricing increases with more tickets and higher automation rates. |
| ✅ Multi-language support. Covers over 80 languages for replies. | ❌ Reports are pretty basic. Lacks detail on failed responses or knowledge gaps. |
What Gorgias AI can do (and where it fits)
Gorgias AI is designed to automate replies, streamline repetitive tasks, and maintain consistent response quality across support channels. Each feature aims to streamline customer service operations while maintaining consistent service quality.
The Gorgias AI dashboard gives support teams tools to automate replies, manage common questions, and keep response quality consistent across channels.
Automated replies for repetitive tickets
Gorgias uses your help center articles, ticket history, and store policies to generate answers for common questions. These include shipping delays, return steps, and product details. It supports both email and chat channels and can respond in over 80 languages. However, English content delivers the most reliable performance.
However, for businesses using WooCommerce, Magento, or multiple platforms, eesel AI may be a better fit. It is designed to work across different help desks, online-storefronts, and supports over 100 languages.
Task automation for e-commerce workflows
One of Gorgias’s strengths is its ability to take action inside Shopify. It can issue refunds, edit orders, and update shipping information based on customer requests. These automations help reduce manual work for support teams handling a high volume of repetitive tasks. eesel AI also supports Shopify and allows teams to build custom workflows across help desks, offering an alternative for businesses that want more control over how automation is handled within their Shopify setup.
Auto QA for response monitoring
Gorgias includes a built-in quality monitoring system called Auto QA. It reviews both AI and human replies for clarity, tone, and completeness. This helps support teams maintain consistent communication as they scale.
For teams that need more advanced quality control, such as performance scoring or reporting across multiple brands, eesel AI offers customizable QA workflows that work across platforms.
Getting started with Gorgias AI
Setting up Gorgias AI requires a few key pieces to be in place. The platform depends on structured help content, historical ticket data, and a connected e-commerce backend to function effectively—though one of the biggest questions is how much it will cost.
Before you begin, here’s what you’ll need:
How Gorgias AI is priced
| Plan | Monthly Tickets | Price with 0% Automation | Price with 20% Automation | Price with 30% Automation | Price with 50% Automation |
|---|---|---|---|---|---|
| Basic | 300 | $60 | $140 | $174 | $203 |
| Pro | 2,000 | $360 | $810 | $1,000 | $1,260 |
| Advanced | 5,000 | $900 | $1,800 | $2,025 | $3,000 |
| Enterprise | 10,000+ | Custom pricing | Custom pricing | Custom pricing | Custom pricing |
Gorgias’ pricing model includes a base subscription fee determined by your monthly ticket volume. Additional charges apply for automated interactions, with costs varying based on the percentage of automation implemented. Overage fees are incurred when the number of billable tickets surpasses the plan’s limit. For instance, the overage fee for the Basic plan is $0.40 per additional ticket.
This tiered structure can be advantageous for teams with predictable support volumes and clear automation strategies. However, it’s essential to monitor usage to manage potential overage charges effectively.
What you will need
Before beginning implementation, review these essential prerequisites:
| Requirement | Details |
|---|---|
| Subscription plan | Active Gorgias Automate plan |
| Platform connection | Shopify store linked to Gorgias |
| Knowledge base | Help center content available, ideally in English |
| Ticket history | At least three months of previous support tickets |
| User permissions | Admin-level access in the Gorgias dashboard |
Although Gorgias is primarily focused on Shopify, eesel AI also supports Shopify stores and offers more flexibility by allowing teams to train the AI on help docs, internal documents, or past tickets pulled from tools like Google Drive and Confluence. This can be helpful for teams that already have content living outside their help desk or want to centralize knowledge across systems.
What the setup process looks like
Once you’ve confirmed these requirements, you can begin the implementation process. Here’s an overview of the key steps:
The implementation journey typically involves:
- Connect your store and help deskLink your Shopify store to Gorgias and ensure ticket and order data are accessible.
- Train the AI with help docsAdd help center content. Gorgias relies on these articles to learn how to respond to customer inquiries.
- Test and customize repliesUse the ticket view to test how the AI responds to common questions. Adjust templates, handover rules, and exclude any sensitive topics as needed.
- Go live and monitorOnce the system is tuned, you can activate the AI agent. Gorgias provides basic analytics to help you track performance and adjust as needed.
A Shopify storefront using Gorgias AI to reply to customer questions in real time through the live chat box, showing how AI fits seamlessly into the shopping experience.
Pro tip: While Gorgias requires English content for optimal performance, alternatives like eesel AI offer native multilingual knowledge base support and can typically complete implementation in 1-2 weeks with broader integration options.
How to measure the impact of Gorgias AI vs eesel AI
Understanding the return on investment for your AI support implementation helps justify costs and validate success. Let’s examine how to measure and track the key metrics that matter most for your business.
Understanding automation performance
Gorgias tracks AI activity alongside human agents in its Agent Performance report. You can view metrics like first response time, resolution time, CSAT, and zero-touch tickets to see how much your AI agent is handling.
eesel AI offers similar metrics, with additional insight into handovers, failed responses, and knowledge gaps which are useful for teams managing support across multiple platforms.
The Gorgias AI Agent Performance report shows how AI and human agents compare across metrics like response time, resolution, and customer satisfaction.
Calculating cost reduction impact
Gorgias includes a dedicated Impact section in its Automate Overview report that helps estimate how much time and money automation is saving. Key metrics include:
| Metric | What it shows |
|---|---|
| Automation rate | % of customer interactions handled by automation |
| Cost saved | Estimated savings vs. agent-handled tickets (based on wage data or $3.10 default) |
| Time saved | Agent time freed up by automation, based on handle time |
| Resolution time improvement | How much faster issues are resolved with automation included |
| First response time improvement | How much faster first replies are with automation factored in |
These metrics give support teams a starting point for evaluating how automation affects overall efficiency, workload, and operating costs.
The Gorgias AI Automate Overview report highlights automation rate, time saved, and cost impact.
Tracking customer satisfaction improvements
Gorgias tracks customer satisfaction through CSAT scores and one-touch resolution rates. You can view these metrics in the Agent Performance and Support Performance reports, filtered by time period or agent (including AI Agent). These insights help teams see how automation is impacting the overall support experience.
To get a clearer picture, it’s also useful to review resolution times, ticket reopens, and direct feedback on automated replies. Together, these metrics show whether automation is actually improving the experience or creating new friction.
Gorgias AI performance reports show CSAT scores and resolution times filtered by AI Agent, giving teams a clearer view of how automation affects customer satisfaction.
Challenges and limitations when using Gorgias AI
While Gorgias AI provides useful automation tools, there are a few limitations to keep in mind, especially for teams with more complex support setups or who use multiple platforms.
Platform-specific capabilities
Gorgias supports various e-commerce platforms, but its most advanced AI features are built for Shopify. Features like order edits or refunds rely on a direct Shopify connection, which does not work the same way on WooCommerce, Magento, or custom storefronts based on its own documentation.
Gorgias AI works best with Shopify, where features like order edits and refunds are fully supported, while other platforms like WooCommerce or Magento have limited functionality.
Limited options on lower plans
Some customization features and external integrations require access to Gorgias’s API, which is only available on higher pricing plans. Teams on entry-level subscriptions may not be able to fully tailor the AI experience.
Basic reporting
Gorgias offers performance tracking for automation, including CSAT, automation rate, and resolution time. However, the data is limited if you need more detailed breakdowns, such as visibility into specific intents or gaps in AI training.
The Gorgias AI statistics page offers basic reporting on automation performance, with metrics like CSAT and resolution time, but limited visibility into training gaps or intent accuracy.
Pricing considerations
The pricing structure can become costly as ticket volume grows, particularly when utilizing advanced AI features. Businesses should carefully calculate their expected automation needs and compare alternatives offering more transparent, predictable pricing models.
A flexible alternative to consider
While Gorgias AI offers robust functionality for Shopify stores, businesses requiring broader platform support and deeper customization options may find eesel AI to be a compelling alternative. Let’s explore the key differentiators that make it worth considering.
Works across platforms and tools
eesel AI connects with a range of platforms including Shopify, WooCommerce, Magento, Zendesk, Freshdesk, and Intercom. This makes it easier for teams managing multiple storefronts or using different help desk tools to centralize their automation without switching platforms.
Unlike Gorgias AI, eesel AI works across multiple platforms and tools, letting teams run automation across Shopify, WooCommerce, Magento, and more from one dashboard.
Built for flexible knowledge training
Instead of relying solely on help center articles, eesel AI can be trained using Google Drive, Confluence, internal wikis, or past tickets. This allows teams to work with the documentation they already have in place, without needing to migrate everything to a new system.
eesel AI's knowledge sources panel shows how teams can train their AI using existing content from Google Docs, Confluence, PDFs, and past tickets, no need to start from scratch.
Supports multiple bots and use cases
With eesel AI, teams can create multiple bots for different functions, departments, or brands. Each bot can have its own tone, rules, and data sources which are offering more control over how automation is used in different parts of the business.
eesel AI supports multiple bots with custom names, rules, and sources, giving teams flexibility across departments or brands.
Predictable, usage-based pricing
eesel AI uses a pay-per-interaction model instead of per-seat or tiered pricing. This can make budgeting more straightforward for teams with fluctuating ticket volume or those looking to scale automation gradually.
eesel AI offers predictable, usage-based pricing with a flat rate per interaction, making it easier for teams to manage costs as ticket volume changes.
Ready to choose the right AI for your team?
Gorgias AI is a strong choice for Shopify-based teams looking to automate common support workflows within a familiar platform. But for businesses that need flexibility across storefronts, deeper customization, or more visibility into performance, tools like eesel AI offer a broader range of options.
Whether you are scaling support across brands or just getting started with automation, choosing the right AI tool makes all the difference.
Start your free eesel AI trial or book a demo to see how it can fit your support setup.
