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We Rebuilt Chat to Feel Less Like a Bot. Here Are the Results

We redesigned Chat from the ground up, driving 36% more product clicks and 2.25x more add-to-cart.

0 min read . By Gorgias Team

TL;DR:

Chat is growing 2.5x faster than email. The shift toward real-time, conversational commerce pushed a full redesign to match how people actually want to shop.
The new Chat is designed to drive action, not just answer questions. Clickable replies, contextual prompts, and built-in shopping features guide shoppers from discovery to checkout faster.
36% more customers click on products shown in Chat. Shoppable product cards make browsing feel natural and keep shoppers engaged in the conversation.
2.25x more shoppers add products to cart from Chat. Removing external links and keeping the journey in one place significantly increases buying intent.
7.3% more shoppers engage with Chat overall. Cleaner design and contextual entry points encourage more visitors to start conversations earlier.

In 2025, chat’s growth outpaced email by 2.5x quarter over quarter. Chat has become our most powerful customer experience tool for how shoppers discover products, ask questions, and decide to buy.

We knew it needed an upgrade, so we reimagined the entire experience from the ground up.

The result is 36% more engagement with product recommendations, nearly 2.25x more shoppers add-to-cart, and 7.3% more customer engagement.

In this post, we'll walk you through our thinking, what’s new in Chat, and how brands are already seeing big gains.

Why the legacy experience needed a makeover

Chat has outpaced email support. Today’s shoppers prefer the speed of quick chat conversations over email. And when shoppers make a new move, we watch, listen, and move with them.

This behavioral shift isn’t happening in isolation. It aligns with the rise of conversational commerce and proves a universal move toward real-time conversations in ecommerce.

In fact, the signals were already there. Two years of building AI Agent showed us just how much design shapes behavior. The interface is the experience, and we knew that pushing chat experiences to closely resemble human interactions would transform how shoppers engage.

Our new and updated chat brings that vision to life. We believe that shopping is moving from static pages to conversations. This new update is built for how people actually want to shop.

What the new Chat can do

The new design turns live chat into an interactive shopping surface made for modern shoppers. We've brought together multiple ways for shoppers to jump into chat, added clickable replies instead of typing, browsable product cards right in the conversation, and quick cart access.

Let's walk through what's new.

A cleaner visual experience

Chat now comes in a softer color palette that adapts to your store’s branding. We removed message bubbles in favor of an airy design that brings in the familiarity of speaking to your favorite conversational AI assistant. Every interaction now has the breathing room for deeper conversation and personalization.

Sol de Janeiro's Gorgias Chat has an orange to gray gradient background. A list of shortcuts like Track order, Report issue, and Other are listed.

One-click replies that move shoppers forward

It’s now easier for shoppers to get an answer with quick reply buttons and suggested questions in Chat. This replaces the tree-based flows of the previous Chat, removing the need to follow a fixed path. Shoppers can find answers faster without typing text-heavy explanations.

Clickable replies to an undelivered package is shown in Gorgias Chat to reduce typing.

Shoppable product cards in messages

Browsing and buying within Chat is now possible. Previously, it only supported product links that would open in a new page. With the upgrade, you can view item details without leaving the conversation. Shoppers can browse, compare products, and add to cart in one place.

AI Agent provides four product recommendations, each with its own clickable product cards.

Product detail pages that open in chat

We’re keeping the context by removing the external redirects. The new interface lets shoppers browse product recommendations right in chat. View key product details, images, descriptions, variants, and pricing without opening a new tab.

View product page details inside Gorgias Chat

Product page questions that remove hesitation

Chat adds clickable questions on product pages — like “Is this true to size?” or “What’s the difference between shades?” — designed to match what a shopper is likely wondering in the moment. These context-aware prompts help remove buying hesitation before shoppers even think to ask.

Cornbread Hemp's product pages includes a list of clickable product questions that open up Chat when clicked.

Instant access to cart and order status

Chat adds instant access to shopper actions, like a cart button and an orders button for returning customers. Shoppers can jump straight to their cart or check on an existing order without waiting for an agent to give them a status update.

Gorgias Chat allows shoppers to view order status as well as cancel orders.

How our redesigned chat improves your bottom line

Every update in Chat drives performance. We didn’t simply give it a makeover, we also fine-tuned its underlying mechanics.

36% more customers click on products shown in Chat

When product suggestions are easy to browse, shoppers interact with them more. The new product cards make shopping feel natural, allowing customers to explore items at their own pace. That convenience led to a 36% increase in engagement with recommended products.

2.25x more shoppers add products to cart from Chat

Chat keeps the entire shopping journey inside the conversation, from browsing and asking questions, to adding to cart and checking out. This new layout removes the usual tab-switching between chat and the website. Less friction has led to more than double add-to-cart actions than before the redesign.

7.3% more shoppers engage with Chat

Chat's cleaner design and contextual entry points make it easier for shoppers to start a conversation. With suggested questions on product pages and quick reply buttons, more visitors are choosing to engage earlier in their journey. This has resulted in a 7.3% lift in chat engagement.

Your store, now in every conversation

Conversational commerce has moved from concept to reality. Chat makes it part of the everyday shopping experience, letting shoppers browse, ask questions, compare products, and check out in one interaction. It brings the ease of the in-person shopping experience into the digital world.

We built Chat to redefine the shopping experience. We hope you see it reflected in your customers’ journeys.

Book a demo to see what's possible with the new experience.

By Gorgias Team

Make AI Sound More Human: How to Avoid Robotic Replies in Customer Support

0 min read . By Gorgias Team

5 min read.

By Gorgias Team

TL;DR:

Train your AI on your brand voice. A clear voice guide that covers tone, style, and formality helps your AI sound more natural and aligned with your brand.
Add short delays before AI responds. A one- or two-second pause can make AI responses seem more thoughtful.
Avoid generic phrases. Swap out formal responses for on-brand language that sounds like a real person on your team.
Mention customer context in replies. Referencing order history or previous conversations makes AI sound more human and builds trust.
Balance automation with human support. Let customers know when they are speaking to AI and escalate to a human when needed to avoid frustration.

Your AI sounds like a robot, and your customers can tell.

Sure, the answer is right, but something feels off. The tone of voice is stiff. The phrases are predictable and generic. At most, it sounds copy-pasted. This may not be a big deal from your side of support. In reality, it’s costing you more than you think.

Recent data shows that 45% of U.S. adults find customer service chatbots unfavorable, up from 43% in 2022. As awareness of chatbots has increased, so have negative opinions of them. Only 19% of people say chatbots are helpful or beneficial in addressing their queries. The gap isn't just about capability. It's about trust. When AI sounds impersonal, customers disengage or leave frustrated.

Luckily, you don't need to choose between automation and the human touch.

In this guide, we'll show you six practical ways to train your AI to sound natural, build trust, and deliver the kind of support your customers actually like.

1. Train your AI on your brand voice

The fastest way to make your AI sound more human is to teach it to sound like you. AI is only as good as the input you give it, so the more detailed your brand voice training, the more natural and on-brand your responses will be.

Start by building a brand voice guide. It doesn't need to be complicated, but it should clearly define how your brand communicates with customers. At minimum, include:

Tone: Is your brand warm and empathetic? Confident and cheeky? Straightforward and helpful?‍
Style: How does your brand write? What is your personality? Short or long sentences, contractions or not, punctuation choices, and overall rhythm.‍
Formality: Do you use slang? Emojis? Address customers as “you,” “y’all,” or something else?‍
Friendliness: How personable should your AI sound? Is it playful, or should responses stay neutral and professional?

Think of your AI as a character. Samantha Gagliardi, Associate Director of Customer Experience at Rhoback, described their approach as building an AI persona:

"I kind of treat it like breaking down an actor. I used to sing and perform for a living — how would I break down the character of Rhoback? How does Rhoback speak? What age are they? What makes the most sense?"

Next step

✅ Create a brand voice guide with tone, style, formality, and example phrases.

2. Delay responses to mimic human behavior

Humans associate short pauses with thinking, so when your AI responds too quickly, it instantly feels unnatural.

Adding small delays helps your AI feel more like a real teammate.

Where to add response delays:

Before sharing info that would realistically take a moment to look up, e.g., order history
Before confirming an action like issuing a refund or applying a discount
Transitioning or escalating between steps or agents
Emotional messages, like customer complaints and product quality issues

Even a one- to two-second pause can make a big difference in a robotic or human-sounding AI.

Next step

✅ Add instructions in your AI’s knowledge base to include short response delays during key moments.

3. Avoid generic phrasing and canned language

Generic phrases make your AI sound like... well, AI. Customers can spot a copy-pasted response immediately — especially when it's overly formal.

That doesn't mean you need to be extremely casual. It means being true to your brand. Whether your voice is professional or conversational, the goal is the same: sound like a real person on your team.

Here's how to replace robotic phrasing with more brand-aligned responses:

Generic Phrase	More Natural Alternative
“We apologize for the inconvenience.”	“Sorry about that, we’re working on it now.” (friendly) “Apologies for the trouble. We’re resolving this ASAP.” (professional)
“Your satisfaction is our top priority.”	“We want to make sure this works for you.” (friendly) “Let us know how we can make this right.” (professional)
“Please be advised…”	“Just a quick heads up…” (friendly) “For your reference…” (professional)
“Your request has been received.”	“Got it. Thanks for reaching out.” (friendly) “We’ve received your request and will follow up shortly.” (professional)
“I will now review your request.”	“Let me take a quick look.” (friendly) “I’m reviewing the details now.” (professional)

Next step

✅ Identify your five most common inquiries and give your AI a rewritten example response for each.

4. Use context to inform answers

One of the biggest tells that a response is AI-generated? It ignores what's already happened.

When your AI doesn't reference order history or past conversations, customers are forced to repeat themselves. Repetition can lead to frustration and can quickly turn a good customer experience into a bad one.

Great AI uses context to craft replies that feel personalized and genuinely helpful.

Here's what good context looks like in AI responses:

Order awareness: The AI knows the customer placed an order yesterday and provides an accurate delivery estimate without asking for the order number again.
‍Conversation continuity: If the customer reached out earlier that week from a different support channel, the AI references that interaction or picks up where things left off.‍
Customer type: First-time shopper? VIP? The AI adjusts tone and detail level accordingly.

Tools like Gorgias AI Agent automatically pull in customer and order data, so replies feel human and contextual without sacrificing speed.

Next step

✅ Add instructions that prompt your AI to reference order details and/or past conversations in its replies, so customers feel acknowledged.

5. Balance automation with human handoff

Customers just want help. They don't care whether it comes from a human or AI, as long as it's the right help. But if you try to trick them, it backfires fast. AI that pretend to be human often give customers the runaround, especially when the issue is complex or emotional.

A better approach is to be transparent. Solve what you can, and hand off anything else to an agent as needed.

When to disclose that the customer is talking to AI:

You can disclose it at the start of the conversation, or include a disclaimer in your chat widget, contact page, or help center to let customers know AI may assist
When the customer asks to speak to a human or expresses frustration
If the AI cannot fulfill the request and needs to escalate
Anytime the AI is making decisions, like issuing refunds or processing cancellations
When transitioning from AI to a human agent

For more on this topic, check out our article: Should You Tell Customers They're Talking to AI?

Next step

✅ Set clear rules for when your AI should escalate to a human and include handoff messaging that sets expectations and preserves context.

6. Add intentional imperfections to sound human

We're giving you permission to break the rules a little bit. The most human-sounding AI doesn't follow perfect grammar or structure. It reflects the messiness of real dialogue.

People don't speak in flawless sentences every time. We pause, rephrase, cut ourselves off, and throw in the occasional emoji or "uh." When AI has an unpredictable cadence, it feels more relatable and, in turn, more human.

What an imperfect AI could look like:

Vary sentence length and structure. Some short and choppy, others long.
Add subtle grammatical “mistakes” like sentence fragments or informal punctuation.
Mix in casual phrasing or idioms where appropriate.
Avoid mechanical-sounding transitions.
Occasionally use filler phrases like "kinda," "just checking," or "I think."

These imperfections give your AI a more believable voice.

Next step

✅ Add instructions for your AI that permit variation in grammar, tone, and sentence structure to mimic real human speech.

Natural-sounding AI is easier to set up than you think

Human-sounding AI doesn’t require complex prompts or endless fine-tuning. With the right voice guidelines, small tone adjustments, and a few smart instructions, your AI can sound like a real part of your team.

Book a demo of Gorgias AI Agent and see for yourself.

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Featured articles

AI in CX Webinar Recap: Building a Conversational Commerce Strategy that Converts

By Gabrielle Policella

0 min read . By Gabrielle Policella

min read.

AI Chatbot Not Working? 7 Common Issues and How to Fix Them

If your AI chatbot is looping, escalating too fast, or giving wrong answers, here’s how to fix it.

By Christelle Agustin

0 min read . By Christelle Agustin

TL;DR:

If your AI is giving wrong answers or getting stuck, it’s likely due to missing or conflicting knowledge. Ensure your AI is trained with up-to-date documents and add guardrails to prevent off-topic replies.
Loops and escalations usually mean your escalation rules aren’t specific enough. Define when AI should step in, when it should hand over, and create “escape phrases” that trigger human takeover.
Customers still want human help. Always offer a path to a real person and make sure your agents get full conversation context when a handoff happens.
Inconsistent tone between AI and agents can make disjointed experiences. Align your brand voice across all support channels and choose tools that let you customize AI tone.
AI works best when its role is clearly defined. Decide which topics it can handle, train it using real conversations, and review performance regularly to fine-tune your setup.

You’ve chosen your AI tool and turned it on, hoping you won’t have to answer another WISMO question. But now you’re here. Why is AI going in circles? Why isn’t it answering simple questions? Why does it hand off every conversation to a human agent?

Conversational AI and chatbots thrive on proper training and data. Like any other team member on your customer support team, AI needs guidance. This includes knowledge documents, policies, brand voice guidelines, and escalation rules. So, if your AI has gone rogue, you may have skipped a step.

In this article, we’ll show you the top seven AI issues, why they happen, how to fix them, and the best practices for AI setup.

1. AI sends the wrong answer — with confidence

AI can only be as accurate as the information you feed it. If your AI is confidently giving customers incorrect answers, it likely has a gap in its knowledge or a lack of guardrails.

Insufficient knowledge can cause AI to pull context from similar topics to create an answer, while the lack of guardrails gives it the green light to compose an answer, correct or not.

How to fix it:

Update the AI knowledge base. Create a new document that covers the affected topic in its entirety. To ensure AI follows every step, write your instructions in a when/if/then format.
Define topics that AI should not handle. As a preventive measure, specify the topics the AI should skip and hand over to a human agent. For example, add words such as ‘disappointed’, ‘bad’, and ‘unacceptable’ to your AI off-limit list, so that human agents automatically handle negative-intent tickets.

2. Customer is stuck in an AI loop

This is one of the most frustrating customer service issues out there. Left unfixed, you risk losing 29% of customers.

If your AI is putting customers through a never-ending loop, it’s time to review your knowledge docs and escalation rules.

How to fix it:

Double-check for conflicts in knowledge. You may have provided multiple resolutions for the same issue across different knowledge sources, such as uploaded documents, website pages, and in-app instructions.
Add “escape routes”. Choose a set of phrases that automatically escalate conversations from AI to your support team. For example, “it’s not working” or “I already tried that”.
Set a max number of failed interactions before escalation. Opt for a one-fail-and-escalate approach for every conversation, or specify the number of failed interactions for certain topics.

3. AI escalates too quickly, even for easy questions

It can be frustrating when AI can’t do the bare minimum, like automate WISMO tickets. This issue is likely due to missing knowledge or overly broad escalation rules.

How to fix it:

Train AI on your FAQs and common issues. Which customer questions do you repeatedly receive? Create a document that lists out every question and its answer.
Update vague escalation rules. AI works best with specificity. For example, if you told it to escalate conversations about “returns,” it may even escalate frequently asked questions about return eligibility.

4. Customers can’t find a way to reach a human

One in two customers still prefer talking to a human to an AI, according to Katana. Limiting them to AI-only support could risk a sale or their relationship.

The top live chat apps clearly display options to speak with AI or a human agent. If your tool doesn’t have this, refine your AI-to-human escalation rules.

How to fix it:

Set phrases to trigger escalation. In your knowledge docs, define which phrases should tell AI to hand a conversation over to your support team. For example, “I want to talk to someone” or “Can I talk to a human?”
Add a visible option to connect with a human. This can be a button in your chat widget, a note in your contact page, or even a link in your website footer. At minimum, give customers an easy-to-find way to reach a real person.

5. Handoff happens — but the agent gets no context

If your agents are asking customers to repeat themselves, you’ve already lost momentum. One of the fastest ways to break trust is by making someone explain their issue twice. This happens when AI escalates without passing the conversation history, customer profile, or even a summary of what’s already been attempted.

How to fix it:

Use rules to auto-tag conversations based on AI activity. Set up logic to tag tickets when certain conditions are met — like when AI attempted a specific action, couldn't resolve the issue, or triggered escalation.
Audit your escalated tickets. Look for patterns where context is missing, and adjust the AI-to-human transition logic accordingly.
Use an AI platform that provides automated ticket summaries. Choose a tool like Gorgias that provides a quick overview of every ticket.

6. The tone between AI and agent is jarring

Sure, conversational AI has near-perfect grammar, but if its tone is entirely different from your agents’, customers can be put off.

This mismatch usually comes from not settling on an official customer support tone of voice. AI might be pulling from marketing copy. Agents might be winging it. Either way, inconsistency breaks the flow.

How to fix it:

Create shared brand voice guidelines. Align tone, formality, and language rules across both AI scripts and agent responses.
Define emojis and punctuation use. A consistent visual style helps conversations feel smoother and more human.
Use AI tools that allow tone control. Choose platforms that let you customize the voice and personality of your AI to match your brand.
Train your agents with examples of ideal tone. Give your team brand voice examples of how conversations should continue when handed off.

7. You haven’t defined what AI should actually handle

When AI is underperforming, the problem isn’t always the tool. Many teams launch AI without ever mapping out what it's actually supposed to do. So it tries to do everything (and fails), or it does nothing at all.

It’s important to remember that support automation isn’t “set it and forget it.” It needs to know its playing field and boundaries.

How to fix it:

AI should handle	AI should escalate to a human
Order tracking (“Where’s my package?”)	Upset, frustrated, or emotional customers
Return and refund policy questions	Billing problems or refund exceptions
Store hours, shipping rates, and FAQs	Technical product or troubleshooting issues
Simple product questions	Complex or edge‑case product questions
Password resets	Multi‑part or multi‑issue requests
Pre‑sale questions with clear, binary answers	Anything where a wrong answer risks churn

How to set up AI that actually works

Once you’ve addressed the obvious issues, it’s important to build a setup that works reliably. These best practices will help your AI deliver consistently helpful support.

1. Define clear AI boundaries

Start by deciding what AI should and shouldn’t handle. Let it take care of repetitive tasks like order tracking, return policies, and product questions. Anything complex or emotionally sensitive should go straight to your team.

2. Train it using real customer conversations

Use examples from actual tickets and messages your team handles every day. Help center articles are a good start, but real interactions are what help AI learn how customers actually ask questions.

3. Set up fallback triggers

Create rules that tell your AI when to escalate. These might include customer frustration, low confidence in the answer, or specific phrases like “talk to a person.” The goal is to avoid infinite loops and to hand things off before the experience breaks down.

4. Make sure agents receive full context

When a handoff happens, your agents should see everything the AI did. That includes the full conversation, relevant customer data, and any actions it has already attempted. This helps your team respond quickly and avoid repeating what the customer just went through.

An easy way to keep order history, customer data, and conversation history in one place is by using a conversational commerce tool like Gorgias.

5. Keep tone and voice consistent

A jarring shift in tone between AI and agent makes the experience feel disconnected. Align aspects such as formality, punctuation, and language style so the transition from AI to human feels natural.

6. Review handoffs regularly

Look at recent escalations each week. Identify where the AI struggled or handed off too early or too late. Use those insights to improve training, adjust boundaries, and strengthen your automation flows.

If your AI chatbot isn’t working the way you expected, it’s probably not because the technology is broken. It’s because it hasn’t been given the right rules.

AI that works your way and knows when to escalate

When you set AI up with clear responsibilities, it becomes a powerful extension of your team.

Want to see what it looks like when AI is set up the right way?

Try Gorgias AI Agent. It’s conversational AI built with smart automation, clean escalations, and ecommerce data in its core — so your customers get faster answers and your agents stay focused.

Get started with Gorgias AI Agent →

min read.

How to Pitch Gorgias Shopping Assistant to Leadership

Want to show leadership how AI can boost revenue and cut support costs? Learn how to pitch Gorgias Shopping Assistant with data that makes the case.

By Alexa Hertel

0 min read . By Alexa Hertel

TL;DR:

Position Shopping Assistant as a revenue-driving tool. It boosts AOV, GMV, and chat conversion rates, with some brands seeing up to 97% higher AOV and 13x ROI.
Highlight its role as a proactive sales agent, not just a support bot. It recommends products, applies discounts, and guides shoppers to checkout in real time.
Use cross-industry case studies to make your case. Show leadership success stories from brands like Arc’teryx, bareMinerals, and TUSHY to prove impact.
Focus on the KPIs it improves. Track AOV, GMV, chat conversion, CSAT, and resolution rate to demonstrate clear ROI.

Rising customer expectations, shoppers willing to pay a premium for convenience, and a growing lack of trust in social media channels to make purchase decisions are making it more challenging to turn a profit.

In this emerging era, AI’s role is becoming not only more pronounced, but a necessity for brands who want to stay ahead. Tools like Gorgias Shopping Assistant can help drive measurable revenue while reducing support costs.

For example, a brand that specializes in premium outdoor apparel implemented Shopping Assistant and saw a 2.25% uplift in GMV and 29% uplift in average order volume (AOV).

But how, among competing priorities and expenses, do you convince leadership to implement it? We’ll show you.

Why conversational AI matters for modern ecommerce

1) Meet high consumer expectations

Shoppers want on-demand help in real time that’s personalized across devices.

Shopping Assistant recalls a shopper’s browsing history, like what they have clicked, viewed, and added to their cart. This allows it to make more relevant suggestions that feel personal to each customer.

2) Keep up with market momentum

The AI ecommerce tools market was valued at $7.25 billion in 2024 and is expected to reach $21.55 billion by 2030.

Your competitors are using conversational AI to support, sell, and retain. Shopping Assistant satisfies that need, providing upsells and recommendations rooted in real shopper behavior.

3) Raise AOV and GMV

Conversational AI has real revenue implications, impacting customer retention, average order value (AOV), conversion rates, and gross market value (GMV).

For example, a leading nutrition brand saw a GMV uplift of over 1%, an increase in AOV of over 16%, and a chat conversion rate of over 15% after implementing Shopping Assistant.

Overall, Shopping Assistant drives higher engagement and more revenue per visitor, sometimes surpassing 50% and 20%, respectively.

AI Agent chat offering 8% discount on Haabitual Shimmer Layer with adjustable strategy slider. — Shopping Assistant can send discounts based on shopper behavior in real time.

How to show the business impact & ROI of Shopping Assistant

1) Pitch its core capabilities

Shopping Assistant engages, personalizes, recommends, and converts. It provides proactive recommendations, smart upsells, dynamic discounts, and is highly personalized, all helping to guide shoppers to checkout.

Success spotlight

After implementing Shopping Assistant, leading ecommerce brands saw real results:

Industry	Primary Use Case	GMV Uplift (%)	AOV Uplift (%)	Chat CVR (%)
Home & interior decor 🖼️	Help shoppers coordinate furniture with existing pieces and color schemes.	+1.17	+97.15	10.30
Outdoor apparel 🎿	In-depth explanations of technical features and confidence when purchasing premium, performance-driven products.	+2.25	+29.41	6.88
Nutrition 🍎	Personalized guidance on supplement selection based on age, goals, and optimal timing.	+1.09	+16.40	15.15
Health & wellness 💊	Comparing similar products and understanding functional differences to choose the best option.	+1.08	+11.27	8.55
Home furnishings 🛋️	Help choose furniture sizes and styles appropriate for children and safety needs.	+12.26	+10.19	1.12
Stuffed toys 🧸	Clear care instructions and support finding replacements after accidental product damage.	+4.43	+9.87	3.62
Face & body care 💆‍♀️	Assistance finding the correct shade online, especially when previously purchased products are no longer available.	+6.55	+1.02	5.29

2) Position it as a revenue driver

Shopping Assistant drives uplift in chat conversion rate and makes successful upsell recommendations.

Success spotlight

“It’s been awesome to see Shopping Assistant guide customers through our technical product range without any human input. It’s a much smoother journey for the shopper,” says Nathan Larner, Customer Experience Advisor for Arc’teryx.

For Arc’teryx, that smoother customer journey translated into sales. The brand saw a 75% increase in conversion rate (from 4% to 7%) and 3.7% of overall revenue influenced by Shopping Assistant.

Arc'teryx Rho Zip Neck Women's product page showing black base layer and live chat box. — Arc’teryx saw a 75% increase in conversion rate after implementing Shopping Assistant. *Arc’teryx*

3) Show its efficiency and cost savings

Because it follows shoppers’ live journey during each session on your website, Shopping Assistant catches shoppers in the moment. It answers questions or concerns that might normally halt a purchase, gets strategic with discounting (based on rules you set), and upsells.

The overall ROI can be significant. For example, bareMinerals saw an 8.83x return on investment.

Success spotlight

"The real-time Shopify integration was essential as we needed to ensure that product recommendations were relevant and displayed accurate inventory,” says Katia Komar, Sr. Manager of Ecommerce and Customer Service Operations, UK at bareMinerals.

“Avoiding customer frustration from out-of-stock recommendations was non-negotiable, especially in beauty, where shade availability is crucial to customer trust and satisfaction. This approach has led to increased CSAT on AI converted tickets."

AI Agent chat recommending foundation shades and closing ticket with 5-star review.

4) Present the metrics it can impact

Shopping Assistant can impact CSAT scores, response times, resolution rates, AOV, and GMV.

Success spotlight

For Caitlyn Minimalist, those metrics were an 11.3% uplift in AOV, an 18% click through rate for product recommendations, and a 50% sales lift versus human-only chats.

"Shopping Assistant has become an intuitive extension of our team, offering product guidance that feels personal and intentional,” says Anthony Ponce, its Head of Customer Experience.

AI Agent chat assisting customer about 18K gold earrings, allergies, and shipping details. — Caitlyn Minimalist leverages Shopping Assistant to help guide customers to purchase. *Caitlyn Minimalist*

5) Highlight its helpfulness as a sales agent

Support agents have limited time to assist customers as it is, so taking advantage of sales opportunities can be difficult. Shopping Assistant takes over that role, removing obstacles for purchase or clearing up the right choice among a stacked product catalog.

Success spotlight

With a product that’s not yet mainstream in the US, TUSHY leverages Shopping Assistant for product education and clarification.

"Shopping Assistant has been a game-changer for our team, especially with the launch of our latest bidet models,” says Ren Fuller-Wasserman, Sr. Director of Customer Experience at TUSHY.

“Expanding our product catalog has given customers more choices than ever, which can overwhelm first-time buyers. Now, they’re increasingly looking to us for guidance on finding the right fit for their home and personal hygiene needs.”

The bidet brand saw 13x return on investment after implementation, a 15% increase in chat conversion rate, and a 2x higher conversion rate for AI conversations versus human ones.

AI Agent chat helping customer check toilet compatibility and measurements for TUSHY bidet.

6) Provide the KPIs you’ll track

Customer support metrics include:

Resolution rate
CSAT score

Revenue metrics to track include:

Average order value (AOV)
Gross market value (GMV)
Chat conversion rate

Shopping Assistant: AI that understands your brand

Shopping Assistant connects to your ecommerce platform (like Shopify), and streamlines information between your helpdesk and order data. It’s also trained on your catalog and support history.

Allow your agents to focus on support and sell more by tackling questions that are getting in the way of sales.

min read.

Create powerful self-service resources

Capture support-generated revenue

Automate repetitive tasks

Reamaze pricing overview

Re:amaze uses per-user pricing, also called per-seat pricing, where you're charged based on the number of team members using the platform. The three main tiered plans—Basic, Pro, and Plus—each build on the previous tier's features. Annual billing saves you 10% compared to monthly pricing.

A flat-rate Starter plan exists for teams handling fewer than 500 responded conversations per month, offering unlimited users for $59 USD/month. Enterprise custom pricing is available for high-volume brands or those requiring specialized implementation.

Plan	Monthly	Annual (10% off)
Basic	$29/user	$26.10/user
Pro	$49/user	$44.10/user
Plus	$69/user	$62.10/user
Enterprise	Custom	Custom

Re:amaze offers a 14-day free trial with access to all Plus plan features and no credit card required. Billing options include monthly, annual, and volume-based pricing for the Starter plan.

Reamaze plans and costs

Each tier builds on the previous plan's features, adding functionality as you move up. The Basic plan covers core helpdesk capabilities, while Pro and Plus add multi-brand support, advanced reporting, and team management tools.

Basic plan pricing

The Basic plan costs $29/user/month ($26.10/user billed annually) and includes core helpdesk features for teams just getting started with structured support.

Core features included:

Unlimited email inboxes
Live Chat widget
Social media channels (Facebook, Instagram, Twitter)
Chatbots (prebuilt and custom)
Workflow automation (Macros)
Response templates
Basic reporting (volume, response time, first response rate)
Public and internal FAQ

What's not included: multi-brand support, SMS and voice channels, advanced reporting, team management features.

Best for solo support agents or very small teams testing helpdesk software without significant channel or reporting needs.

Pro plan pricing

The Pro plan costs $49/user/month ($44.10/user billed annually) and adds multi-brand capabilities and communication channels beyond email and chat.

Everything in Basic, plus:

Multi-brand management (manage multiple storefronts in one account)
SMS and voice channels (via Twilio, RingCentral, etc.)
Live dashboard (see customer activity in real-time)
Advanced reporting (satisfaction ratings, tags, workflows)
Custom hosted domain for Help Center
Status page for service updates

What's not included: team management features, satisfaction surveys, co-browse and video calls.

Best for growing brands managing multiple stores or needing SMS and voice support alongside email and chat.

Plus plan pricing

The Plus plan costs $69/user/month ($62.10/user billed annually) and adds team management, performance tracking, and advanced collaboration tools.

Everything in Pro, plus:

Staff performance reporting (individual agent metrics)
Departments (assign conversations to team groups)
Staff shifts and vacation management
Customizable staff roles and permissions
Automated satisfaction surveys
Live screen sharing (Peek feature)
Video calls
FAQ edit history

Note: The 14-day trial includes all Plus plan features, so you can test team management and advanced reporting before committing.

Best for established teams needing full team management, performance tracking, and collaboration features like screen sharing.

Enterprise and custom pricing

Enterprise pricing is custom and starts around $899/month based on volume and contract terms. This tier is for high-volume brands or those signing annual contracts.

It includes customizable features, volume-based or annual pricing discounts, dedicated implementation, and priority support. Contact Re:amaze's sales team for a quote tailored to your needs.

What's included in each plan

Re:amaze groups features into categories that matter for support operations: channels, automation, reporting, and team management. Understanding how these features stack across plans helps you compare Re:amaze against ecommerce-specific platforms.

Brands like SkyBell use Re:amaze to manage support across multiple channels, but the platform's strengths lean toward general helpdesk functionality rather than deep ecommerce integration.

Channels and shared inbox

Re:amaze offers a unified inbox for email, live chat, and social media channels including Facebook, Instagram, and Twitter. SMS and voice support are available in Pro and Plus plans through integrations with Twilio, RingCentral, and similar providers.

A Shopify integration is available and allows you to view customer order data within tickets. However, this help chat Shopify integration isn't as deeply embedded as purpose-built ecommerce platforms that let you edit, cancel, or refund orders directly from the support interface.

Channels supported:

Email (unlimited inboxes)
Live Chat widget
Social media (Facebook, Instagram, Twitter)
SMS (Pro and Plus, via third-party)
Voice/VoIP (Pro and Plus, via third-party)
Shopify (view orders and customer data)

Automation and AI

Re:amaze includes chatbots in all plans, with both prebuilt bots for common queries and custom workflows. Workflow automation (called Macros in Re:amaze) is available across all tiers, along with response templates and proactive messages (Cues).

Automation features available:

Chatbots (prebuilt for orders, custom for workflows)
Workflow automation (Macros for repetitive tasks)
Response templates (saved replies)
Proactive messages (Cues to engage visitors)
AI tagging and intent detection
Article suggestions based on conversation content

AI capabilities focus on tagging and suggestions rather than autonomous resolution. Re:amaze doesn't offer an AI agent that fully resolves and closes tickets without human intervention.

Reporting and analytics

Reporting capabilities increase as you move up tiers. Basic plans include volume, response time, and first response rate metrics. Pro and Plus add satisfaction ratings, tag analytics, and workflow performance tracking.

What's available at each level:

Basic plan: Volume, response time, first response rate, Shopify attributed orders (if connected)
Pro and Plus: Satisfaction ratings, tags and workflows, outbound messages, bot processed tickets
Plus only: Individual agent performance, team summaries

Re:amaze offers limited ecommerce-specific metrics compared to platforms built for online stores. You won't find gross merchandise value (GMV) tracking or detailed revenue attribution beyond basic Shopify order data.

Team management and roles

Team management features are concentrated in the Plus plan. Departments allow you to assign conversations to specific team groups, while custom staff roles let you control permissions at a granular level. Staff shifts and vacation tracking help you manage coverage.

Plus plan team management features:

Departments (assign conversations to team groups)
Custom staff roles (control permissions by role)
Staff shifts (schedule coverage)
Vacation tracking (manage agent availability)

Basic and Pro plans include basic user permissions but lack the structured team management suitable for larger support organizations.

Reamaze alternatives and comparisons

Other platforms to consider include Gorgias, Zendesk, Help Scout, Intercom, Freshdesk, Kustomer, and Tidio. Each platform positions differently: some focus on ecommerce (Gorgias, Kustomer), while others target broader markets (Zendesk, Intercom). Comparing features at similar price points helps clarify what you're gaining or losing.

Gorgias vs Re:amaze at similar price points

At comparable per-user pricing, Gorgias offers features purpose-built for ecommerce brands. The platform is a Shopify Premium Partner, meaning it has the deepest possible integration with Shopify's order management, customer data, and checkout systems.

Feature	Re:amaze	Gorgias
Starting price	$29/user/month	Similar per-user pricing
Shopify integration	Available (view orders)	Premium Partner (edit, cancel, refund in-ticket)
AI capabilities	Tagging, intent detection	AI Agent (resolves tickets and drives revenue)
Order management	View orders	Edit, cancel, refund directly in tickets
Revenue tracking	Basic Shopify orders	GMV tracking, revenue attribution
Built for	General helpdesk	Ecommerce-specific

Gorgias's AI Agent autonomously resolves support tickets and converts browsers into buyers, tracking the revenue impact of every conversation. Order management capabilities let agents edit shipping addresses, cancel orders, or process refunds without leaving the support interface. This level of ecommerce integration reduces resolution time and improves the customer experience during critical moments like order issues or returns.

Getting started

Evaluating helpdesk software means testing it with real conversations and integrations. Re:amaze's trial gives you access to Plus plan features, which helps you assess team management and reporting before deciding.

How to trial and evaluate Re:amaze

Follow these steps to evaluate Re:amaze effectively:

Sign up for Re:amaze's 14-day trial
Test with real customer conversations across your active channels
Evaluate integration depth with your ecommerce platform (Shopify, BigCommerce, etc.)
Compare against ecommerce-specific alternatives to see what features you'd gain or lose

If you're looking for a helpdesk built specifically for ecommerce, book a demo with Gorgias to see how our platform handles support and revenue in one place.

Apps and Integrations

Freshdesk Pricing Guide: What You Actually Pay in 2026

By Julien Marcialis

5 min read.

0 min read . By Julien Marcialis

TL;DR:

Freshdesk uses per-agent pricing starting at $15/month, but real costs stack up with AI add-ons, omnichannel modules, and session overages
Core ticketing plans (Growth, Pro, Enterprise) gate key features like advanced routing and multilingual support behind higher tiers
AI capabilities require separate purchases: Freddy Copilot costs $29/agent/month, while AI Agent sessions run $100 per 1,000 sessions with no rollover
Hidden costs include per-seat licensing that grows with team size, premium integration fees, and usage-based charges that expire monthly

Freshdesk's pricing looks straightforward at first glance. Per-agent plans start at $15/month for basic ticketing.

But the real cost becomes clear once you add omnichannel support, AI automation, and the integrations your team actually needs.

Session limits expire monthly, collaboration costs scale per seat, and many essential features live behind higher-tier paywalls.

This guide breaks down what you'll actually pay for Freshdesk in 2026, from core ticketing plans to AI add-ons and hidden costs. We'll also show you how Gorgias delivers predictable pricing with ecommerce-native automation built in.

Freshdesk pricing overview and plan structure

Freshdesk uses a modular pricing model that splits support tools into separate products. Per-agent licensing means you pay for each support team member who uses the platform, and costs increase as your team grows.

The company offers four main modules:

Freshdesk Ticketing: Core helpdesk with email support, knowledge base, and automation
Freshdesk Omni: Unified inbox for multichannel support across email, chat, social, and voice
Freshchat: Live chat and messaging platform with chatbot capabilities
Freshcaller: Cloud phone system with call routing and interactive voice response (IVR)

Each module is priced separately, though some bundles exist. Annual billing saves 15-20% compared to monthly payments.

Module	Starting Price (Annual)	Starting Price (Monthly)	Core Use Case
Freshdesk Ticketing	$15 USD/agent/month	$18/agent/month	Email support and basic ticketing
Freshdesk Omni	$29/agent/month	$35/agent/month	Unified multichannel inbox
Freshchat	$19/agent/month	$23/agent/month	Live chat and messaging
Freshcaller	$15/agent/month	$18/agent/month	Phone support system

The costs stack when you combine modules. A team using Freshdesk Pro ticketing ($49/agent) plus Omni ($29/agent) pays $78 per agent per month before AI add-ons.

Freshdesk ticketing plans

Freshdesk's core ticketing platform offers three paid plans: Growth, Pro, and Enterprise. A free plan exists but lacks fundamental features like advanced automation and multichannel support, making it impractical for most teams.

Plan	Price/Agent/Month (Annual)	Best For	Key Features
Growth	$15	Small teams with basic needs	Email ticketing, one SLA, basic automation, standard reports
Pro	$49	Growing teams needing routing & analytics	Multiple SLAs, custom dashboards, multilingual, 500 AI sessions
Enterprise	$79	Large teams requiring security & compliance	Audit logs, skill-based routing, sandbox, IP whitelisting

Growth plan

Growth costs $15/agent/month when billed annually. Growth fits small teams needing basic ticketing with simple workflows.

What's included:

Ticketing system with shared inbox and customer portal
Basic knowledge base and FAQs
Threads and tasks for ticket organization
Basic automation with event and time-based triggers
Basic ticket routing and assignment
Standard reporting and dashboards
Multilingual help desk interface
Up to 5,000 collaborators (view-only users)

Key limitations: Growth doesn't include advanced routing options, multiple SLAs, or multilingual conversation support. You also miss out on custom dashboards and AI Agent sessions. Upgrade to Pro when your team needs more sophisticated automation or serves multiple product lines or regions.

Pro plan

Pro costs $49/agent/month when billed annually. Pro fits growing teams needing advanced routing, multilingual support, and stronger analytics.

Everything in Growth plus:

Custom support portals for different customer segments
Custom objects to track business-specific data
Multiple SLA policies for different service tiers
Round-robin and load-balanced ticket assignment
Business hours configuration across multiple time zones
Multilingual conversations and knowledge base (not just interface)
Custom dashboards and advanced reporting capabilities
First 500 Freddy AI Agent sessions included per month

What's still missing: Enterprise security features like audit logs and IP whitelisting, sandbox environments for testing, and skill-based routing. Freddy Copilot costs extra even on Pro.

Enterprise plan

Enterprise costs $79/agent/month when billed annually. Enterprise fits large teams requiring advanced automation, security, and global support operations.

Everything in Pro plus:

Audit logs for compliance and security tracking
IP whitelisting and data center selection
Skill-based ticket assignment for specialized routing
Approval workflows for sensitive actions
Sandbox environment for testing changes
Custom object analysis in reports
Advanced automation capabilities
Enterprise-grade security controls

Note that Freddy Copilot still costs $29/agent/month extra, even at the Enterprise tier.

Freshdesk omnichannel add-ons (Omni, Freshchat, Freshcaller) and how they affect price

Freshdesk's core ticketing plans focus on email support. If you need live chat, social media, SMS, or phone support, you'll purchase separate omnichannel modules. Each module is priced per agent, and costs stack when you combine them.

Freshdesk Omni ($29/agent/month) provides a unified inbox that consolidates conversations from email, WhatsApp, SMS, Facebook, Instagram, and other channels. It includes IntelliAssign for intelligent routing and custom portals for different customer segments.

Freshchat ($19/agent/month) focuses specifically on live chat and messaging. It includes chatbot capabilities, proactive messaging, and campaign tools. Teams using this alongside core ticketing pay for both seats.

Freshcaller ($15/agent/month) adds cloud phone system capabilities with call routing, IVR, call recording, and voicemail. Like other modules, it's billed per agent who needs phone access.

Module	Starting Price	Key Features	Best For
Freshdesk Omni	$29/agent/month	Unified inbox, WhatsApp, SMS, social media routing	Teams needing full omnichannel support
Freshchat	$19/agent/month	Live chat, chatbots, proactive messaging, campaigns	Teams prioritizing real-time chat
Freshcaller	$15/agent/month	Cloud phone, call routing, IVR, recording	Teams offering phone support

The modular approach means flexibility, but total costs add up quickly. A team using Pro ticketing ($49) plus Omni ($29) pays $78 per agent per month. Add Freshcaller ($15) and you're at $93 per agent before AI costs.

Freshdesk AI pricing explained (Freddy Copilot and AI Agent sessions)

Freshdesk offers two AI products: Freddy Copilot and AI Agent. Both are add-ons that cost extra beyond base ticketing plans.

Freddy Copilot is an agent-assist tool priced per user. It helps human agents write better responses with AI suggestions, ticket summaries, and tone adjustments.

AI Agent handles customer conversations autonomously using a session-based pricing model. Sessions are purchased in packs and expire monthly with no rollover.

Feature	Freddy Copilot	AI Agent
Pricing	$29/agent/month	$100 per 1,000 sessions
Billing Model	Per agent subscription	Session packs with expiration
Core Purpose	Agent assistance	Autonomous resolution
Key Capabilities	Reply suggestions, summaries, tone adjustment	Auto-resolve conversations, perform actions
Limits	40 translations per license/month	Sessions expire end of billing cycle
Availability	Add-on (included in Pro ticketing)	Add-on (500 sessions included in Pro)

Freddy Copilot pricing: What's included for agents

Freddy Copilot costs $29/agent/month. You don't need to purchase it for every agent. Only purchase it for those who want AI assistance.

Capabilities included:

AI-powered reply suggestions based on ticket context
Automatic ticket summaries for quick context
Sentiment analysis to identify frustrated customers
Tone adjustment to match brand voice
Draft email generator for common scenarios
Help article suggestions from knowledge base

The main limitation: Copilot includes only 40 translations per license per month. Teams supporting multiple languages may find this restrictive.

Freddy Copilot is available as a paid add-on for Growth and Enterprise plans. It's included with Pro ticketing plans at no extra cost.

AI Agent sessions: How packs, limits, and overages work

AI Agent sessions cost $100 per 1,000 sessions. A session is one complete customer conversation from start to resolution, regardless of how many messages are exchanged.

How sessions work:

Sessions are purchased in packs of 1,000
All sessions expire at the end of your billing cycle with no rollover
Auto-recharge triggers when fewer than 400 sessions remain, automatically purchasing another 1,000-session pack
If you run out of sessions mid-month, AI Agent stops working until you manually purchase more

Pro plans include the first 500 AI Agent sessions per month. Beyond that, you purchase additional packs at $100 per 1,000 sessions.

The expiration policy means unused sessions provide no value. A team that purchases 1,000 sessions but only uses 600 loses the remaining 400 at month-end.

Hidden costs to watch for in Freshdesk pricing

Freshdesk's listed prices don't tell the full story. Several non-obvious cost drivers can significantly increase your actual spend.

Session overages and AI add-on creep increase your bill

AI session packs expire monthly with no rollover. If you don't use all 1,000 sessions in a pack, those sessions disappear at billing cycle end. Auto-recharge can surprise teams when it triggers at 400 remaining sessions, adding $100 to your bill.

Freddy Copilot is per-agent, so costs grow with your team. Ten agents with Copilot means $290 extra per month beyond base ticketing costs.

Example: A 10-agent team on Pro ($49/agent = $490) adding Copilot for everyone ($29/agent = $290) plus 2,000 AI Agent sessions ($200) pays $980/month instead of the advertised $490.

Per-agent licensing grows quickly with collaboration

Per-agent pricing means every support team member costs money. Adding seasonal or part-time agents increases your bill immediately.

Simple math: Growing from 5 agents to 10 agents doubles your base cost. On the Pro plan, that's jumping from $245/month to $490/month.

Collaborators (view-only users) are free but limited to 5,000. Most teams won't hit this limit, but it exists.

Higher-tier gates and premium integrations add cost

Many essential features live on Pro or Enterprise tiers only. Growth users can't access:

Multiple SLA policies for different service tiers
Advanced routing like round-robin or load-balancing
Custom dashboards for team-specific metrics
Multilingual conversation support (interface only)

Some integrations require higher tiers or incur separate fees. Application programming interface (API) rate limits exist but aren't publicly documented for paid plans, creating uncertainty about integration costs.

When Freshdesk makes sense for support teams

Freshdesk works well for specific use cases, particularly traditional business-to-business (B2B) or business-to-consumer (B2C) support teams with standard ticketing needs.

Freshdesk fits when you need:

Email-first support with basic automation
Multilingual support operations across multiple regions
Complex routing rules with custom service level agreements (SLAs)
Flexible module selection to avoid paying for unused features
Traditional helpdesk workflows without ecommerce-specific requirements

Consider alternatives if you're:

An ecommerce brand needing deep Shopify or BigCommerce integration
A team wanting predictable AI pricing without session limits
A business prioritizing support as a revenue driver, not just cost center
A company looking for built-in omnichannel without separate modules
A brand requiring order management actions inside support tickets

For ecommerce businesses, platforms like Gorgias offer better alignment with Shopify workflows, revenue attribution, and predictable pricing.

Gorgias vs. Freshdesk for Shopify stores

Unlike Freshdesk's modular approach, Gorgias is purpose-built for ecommerce. The platform integrates directly with Shopify, enabling support teams to manage orders, process returns, and drive revenue without switching tools.

Feature	Freshdesk	Gorgias
Base Pricing	$15/agent (Growth), modules extra	Ticket-based, omnichannel included
Omnichannel	Separate Omni module ($29/agent)	Included in all plans
AI Automation	Session-based, expires monthly	Built-in, up to 60% automation
Ecommerce Integration	Basic via marketplace apps	Native Shopify integration
Revenue Features	None	Upsells, recommendations, attribution

Gorgias reduces ticket volume and drives revenue for ecommerce

Gorgias is built for ecommerce, not generic support. Deep Shopify integration means agents can cancel orders, process refunds, modify subscriptions, and update shipping addresses directly inside tickets—no tab-switching required.

AI Agent automates common ecommerce intents like where is my order (WISMO), return requests, and order modifications.

AI Agent automates common ecommerce intents like where is my order (WISMO), return requests, and order modifications. Instead of deflecting customers to Self-service, it resolves their issues automatically.

Revenue features turn support into a profit center:

AI-powered product recommendations based on customer history
One-click upsell and cross-sell options in conversations
Automated discount code generation for retention
Revenue attribution showing which support interactions drive sales

Example: A customer asks about sizing. Instead of just answering, your agent recommends a complementary product and applies a bundle discount—all within the same ticket. Support becomes a revenue channel, not just a cost center.

Gorgias AI Agent automates up to 60% with on-brand actions

Up to 60% of repetitive tickets can be automated with Gorgias AI Agent. The system learns your brand voice, policies, and common scenarios, then handles conversations that match those patterns.

Unlike Freshdesk's session-based AI, Gorgias AI Agent performs real actions:

Cancels and modifies orders in Shopify
Processes returns and exchanges automatically
Updates subscription schedules in Recharge or Bold
Changes shipping addresses before fulfillment
Applies store credit or discount codes

The Guidance system gives you control over AI behavior. Set rules for when AI should escalate to humans, which actions require approval, and how to handle edge cases. Your AI stays on-brand and follows your policies automatically.

Predictable omnichannel pricing and faster time-to-value

Gorgias includes omnichannel support—email, live chat, SMS, Instagram, Facebook, voice—in base plans. No separate modules, no per-channel fees, no surprise add-ons.

Predictable pricing means you know what you'll pay:

Ticket-based pricing instead of per-agent seats
AI automation built into plans, not sold separately
No session limits that expire monthly
No hidden fees for channel access

Implementation takes days, not months. Ecommerce-focused onboarding teams understand Shopify workflows, peak season preparation, and common automation patterns. You get dedicated support from people who've worked with hundreds of online stores.

How to choose the right Freshdesk plan for your team

Selecting the right Freshdesk plan depends on your team size, channel requirements, automation needs, and security posture. Here's how to decide.

Choose Growth if you only need basic email support and light automation

Growth fits small teams with simple needs and email-first support models.

What you get:

Basic ticketing with one SLA
Standard knowledge base
Simple automation triggers
Basic routing and assignment
Standard reporting dashboards

What you don't get:

Advanced routing options
Multiple SLAs for service tiers
Custom dashboards or reports
Multilingual conversations
AI Agent sessions

Upgrade to Pro when you need sophisticated automation, serve multiple product lines, or require custom analytics.

Choose Pro if you need multiple SLAs, advanced routing, and analytics

Pro fits mid-sized teams managing multiple products, regions, or customer segments with different service requirements.

Everything in Growth plus:

Multiple SLA policies for different tiers
Custom dashboards for team metrics
Round-robin and load-balanced assignment
Multilingual conversation support
500 AI Agent sessions included
Freddy Copilot included at no extra cost

What you still miss: Enterprise security controls like audit logs, IP whitelisting, sandbox environments, and skill-based routing.

Upgrade to Enterprise when compliance requirements demand audit trails or when your routing needs become highly specialized.

Choose Enterprise if you require skill-based routing and security controls

Enterprise fits large teams with complex routing requirements, strict compliance needs, or global operations requiring advanced governance.

Everything in Pro plus:

Audit logs for security and compliance
IP whitelisting and data center selection
Skill-based assignment for specialized teams
Sandbox for testing workflows safely
Advanced automation capabilities
Enterprise-grade security controls

Note that Freddy Copilot still costs $29/agent/month extra if you're on the Enterprise Omni or other non-ticketing plans.

Consider alternatives like Gorgias if you're an ecommerce brand that doesn't need enterprise-level security but wants predictable pricing with built-in automation.

Add Omni/Chat/Caller only if multichannel is essential to your model

Omnichannel modules are separate purchases that significantly increase total cost. Add them only if:

Customers actively demand those specific channels
Your team has capacity to manage increased volume
Return on investment (ROI) justifies the per-agent cost increase

Example cost impact: Pro ticketing ($49/agent) + Omni ($29/agent) = $78/agent/month. For a 10-agent team, that's $780/month instead of $490/month.

Gorgias includes omnichannel in base pricing without separate module fees.

What to know before buying

Freshdesk offers standard billing options with modest discounts for annual commitments.

Key billing facts:

Annual billing saves 15-20% compared to monthly payments
Free trial: 14 days, no credit card required
No startup discounts or special programs for early-stage companies
Pro-rata adjustments when adding or removing agents mid-cycle
AI session auto-recharge triggers automatically at 400 remaining sessions

Billing cycles start on your purchase date. AI Agent sessions expire at cycle end with no rollover, so plan usage carefully to avoid waste.

See how Gorgias compares to Freshdesk for ecommerce support

Gorgias delivers predictable omnichannel pricing with AI automation built for Shopify brands. See how our platform reduces ticket volume, drives revenue, and scales with your team without hidden costs or session limits. Book a demo to compare Gorgias and Freshdesk side by side.{{

Apps and Integrations

Loop X Gorgias: The Key To Reducing Return-Related Questions

By Billy McClennan

2 min read.

0 min read . By Billy McClennan

You might be assuming that there’s really nothing you can do to change this outside of overworking your team, or hiring more people.

This is completely normal, but there’s no need to panic. That’s because with Gorgias you can now integrate Loop in your ecommerce store. In case you’re wondering, Loop is an on-demand portal that allows customers to get the product they want, with less support touchpoints.

Using Loop, there are many ways you can reduce one of the biggest and more time-consuming support-related requests… returns. Plus, they do this while still giving your customers a seamless experience.

So, let’s dive in.

What’s the problem?

Did you know that 40% of support tickets are order related, with 5% being about returns? It might not seem like something worth looking into, or too problematic, but it is.

Though these customers returning items do deserve a great level of customer care (everyone does), it’s not the most valuable way to actually use your support team’s skills.

Why? Glad you asked.

There’s already a lack of resources

It’s always good to remember that your support team is juggling a lot more than you think because there’s so many different types of requests that come through. One of those requests that takes a lot of time is, you guessed it, return requests. While these are important, they don’t exactly require a human touch since they’re very straightforward and focus heavily on process.

If your support team isn’t able to address other requests in a timely manner, that could mean losing new customers or returning ones because of those support tickets.

Luckily, return-requests can be easily automated.

Customers want to control their returns

It may come as a surprise to hear that your customers don’t actually want a high touch support experience for returns from your team. They actually want to be the ones to choose where and when they want to engage with support teams.

Since customers want a more on-demand experience when it comes to returns and something that happens fast, automation doesn’t hurt in these scenarios since it can be quick.

What’s the solution? Enter Loop.

Bringing Loop and Gorgias together for a seamless customer experience that saves your team time is like a dream come true.

But how exactly, can this address the issues we’ve been discussing?

First off, this partnership will allow your support team to use that extra time in valuable ways that make sense and benefit the business. For example, focusing more on new customers, shipping issues and more.

Secondly, it benefits your customers since it allows them to take control of their returns and do things on their own time. This makes it more seamless and makes them feel like the return process is easier than ever.

Using both Loop and Gorgias together will create a better environment all around, decreasing stress both within your support team and customers so that your team can focus on conversions instead of returns.

Whether you’ve been looking for a way to reduce your support requests related to returns, or if it’s something new on your radar, it’s worth thinking about. Thankfully, you can sign up for a free 7-day trial with Gorgias and add in the Loop integration to see just how much time it can save.

Apps and Integrations

Zendesk Pricing in 2026: Plans, Add-Ons, and If It's Worth It

By Gorgias Team

6 min read.

0 min read . By Gorgias Team

Apps and Integrations

Pricing

What Can You Do With All Those BigCommerce API Calls?

By Lucas Walker

4 min read.

0 min read . By Lucas Walker

BigCommerce

Black Friday vs. Buy Nothing Day

By Frederik Nielsen

7 min read.

0 min read . By Frederik Nielsen

Black Friday—Cyber Monday (BFCM)

The Ultimate Guide to Raising Funds for Ecommerce Brands

By Rohan Kapoor

13 min read.

0 min read . By Rohan Kapoor

As many of you already know, Gorgias has spilled their blood, sweat, and tears into creating the best customer support platform on the market.

BUT...

We want to provide our customers with more.

More value. More possibilities. And, most importantly, more opportunities to grow and scale your online business.

...Enter our new show Vested Interest.

Like Shark Tank and Dragons Den, Gorgias is partnering with venture capital companies, including Greycroft, Swiftarc, and Rosecliff. You guessed it...successful applicants have the chance to pitch investors and receive valued feedback and advice. Pitching helps brands boost their profile, and may even lead to a second conversation with an investor.

So, in honor of our exciting new initiative, in this blog post, we're delving into ecommerce fundraising in more detail. More specifically, what it is, why you should consider it, and how to raise those all-important funds to transform your business dream into reality.

Does that sound good to you? Fab! Continue reading to find out more...

What's Business Fundraising?

First things first, we want to clarify what ecommerce fundraising actually is. In short, it's the process online merchants take to secure the funds they need to launch and/or grow their ecommerce businesses.

Traditionally, business fundraising was associated with start-ups, brick and mortar stores, and scaling companies to reach new heights.

But, fast forward to today, more and more DTC brand owners and online merchants are also leveraging capital to launch and/or expand their business.

And there's no reason you can't do the same.

Of course, there are several ways to raise business capital, but some of the more popular routes include:

Venture capital
Crowdfunding
Angel investors
Taking out a bank loan
Equity investors
Revenue-based financing

As we've just said, there are plenty of other fundraising avenues, but for the purposes of this article, we're focusing on these.

What are the Different Business Fundraising Options?

Let's explore the options above in a little more detail...

Angel Investors

Seeking funds from an angel investor(s) might be the ideal option if you're running a small ecommerce brand that's generating steady profits. I.e., without external funding, you're doing okay. Still, to take your business to the next level, you need a cash injection.

This is where an “angel” investor might come in handy.

Typically speaking, angel investors are wealthy people, or groups, who pool their know-how, research, and resources to provide promising start-ups capital.

Generally, angel investors give companies some sort of financial assistance in exchange for either convertible debt (i.e., the promise of converting part (or all) of the loan into common shares, at some point in the future) or ownership equity.

Usually, you'll approach an angel investor with a pitch outlining who your business is, how much money you want to secure, and what you hope to achieve with their finances.

As the size of angel investments substantially varies (usually anywhere under $50,000 to over $500,000), you'll have to prove how you'll provide reliable results. You need to show investors why your business is worth their time, and more importantly, money. After all, it stands to reason, if you can prove your brand will go the distance, the safer bet you are for them to invest in.

Then, after your initial meeting(s) with the angel investor(s), they'll typically go away and conduct their own research, ask you questions, etc. to help determine whether your proposition is a good fit with their investment portfolio.

Crowdfunding

In short, crowdfunding is where a wider pool of small-time investors assist a company during its earlier stages. As crowdfunding is typically used to accumulate funds to launch, these businesses often have a minimal (if any) track record of their profits. As such, this fundraising method is ideal for those with a killer business idea, without the financial forecasts to wow angel investors, banks, or venture capital firms.

There are tons of crowdfunding sites online. For instance:

These are just a few of the many online crowdfunding platforms on the web. But, the ones above are a great starting point - here, you can get your brand and business plan in front of loads of people actively looking to invest in fledgling businesses.

How to Run a Successful Crowdfunding Campaign

Crowdfunding relies on your ability to inspire trust and enthusiasm in your audience. Show them you've done your research and are prepared to put their money to good use. This means breaking up your estimated costs and demonstrating where the money will go. For instance, how much is allocated to production, how much on design? Showing you understand your costs improves your credibility.

Whatever crowdfunding platform you choose to use, post regular updates, and answer questions. Show the community that's building around your idea that you care for their involvement. Investing in a crowdfunding project can be daunting, some investors might fear that you won’t come through. So, demonstrate from the start that you're reliable and fully invested in putting their worries at bay.

Last but not least, make sure your crowdfunding campaign is well presented. Where possible, use high-quality graphics and video content. Proofread your proposal, ensuring all the info is shown in a way that's logical and easy-to-read. Get friends and family to check over your campaign description for you. Professionalism goes a long way in inspiring the confidence of potential investors!

Venture Capital Investors

Securing investment from venture capital firms like Greycroft, Swiftarc, and Rosecliff, is (usually) better suited to larger online enterprises. For the uninitiated, 'venture capital' is a form of private equity and financing that investors provide businesses with long-term growth potential.

Entrepreneurs typically secure this kind of financing from affluent investors or investment banks. But, it's worth noting that venture capital doesn't always take a monetary form. Venture capital can also be provided as technical or managerial expertise.

As investments go, plowing money into an ecommerce business is one of the riskier options. But, the potential for above-average returns is enticing, so we're seeing more and more investors adding online brands to their investment portfolio.

However, the main drawback for brand owners is that investors usually get equity in the company. As such, you'll give up the luxury of having full control over your business's operation. You don't need us to tell you that this a big deal. So, take your time weighing up the pros and cons of any investment agreement before signing the dotted line!

Equity Investors

Equity investors do precisely what they say on the tin. They're people who provide companies with financial investment in exchange for a share of the business's ownership.

Generally, equity investors don't get a guaranteed return on their investment. But, should the company be liquidated, the equity investor will get a share of the assets (as stipulated in your contract).

Unsurprisingly, as equity investment is a riskier option for investors, they often expect to receive certain benefits to offset these risks. For instance, your investment agreement might stipulate that their initial investment is paid back within a specific time frame. Then, afterward, it's common for investors to be paid a pre-agreed share of the profits once you've paid back their initial investment.

Alternatively, (or as well as) equity investors can receive stock shares. Of course, stocks rise and fall depending on the market. So, again their return on investment isn't set in stone. But, the investor has the luxury of selling their stocks on the stock market or via other trading platforms, whenever they feel like it. So, be sure to bear that in mind while you're drafting up your agreement.

Securing a Business Loan From a Bank

Of course, the more traditional route for securing funding is to apply for a small business loan with a bank or other reputable lending institution.

If this is an avenue you're considering, you'll want to know why business loans get rejected to increase the likelihood of securing your requested funds.

Interestingly, the most common reason cited for why business loans are rejected is 'risk.' This is why thoroughly preparing before meeting to discuss (or applying) for a potential loan is imperative. You want to do your utmost to show you’re ‘low risk.’

Part of this planning phase will be gathering the below details and documents:

Your personal credit history
Your business plan
The workability of the business you're launching/expanding
Your experience
Your education

As you go about creating your business plan, focus on explaining why the small business loan you're asking for is a low-risk proposition. Be sure to carefully assess how much money you need and why. Outline how you'll spend these funds, and how the loan will specifically help you launch and/or grow your business.

Be prepared to explain how you'll designate every dollar you've asked for, with specific reference to your business's following aspects:

Business operations (employees, software, marketing, utilities, etc.)
Physical assets (equipment, office space, warehousing, etc.)
Consolidating loans to pay off business debts.

You'll also need to explain how you'll repay the loan through your financial statements and cash flow projections. This should highlight to the potential lender that you're able to repay them over a set amount of time.

Revenue-Based Financing

Revenue-based financing is sometimes referred to as royalty-based financing, so don't let the interchangeable terminology confuse you. Both terms mean exactly the same thing!

In short, revenue-based financing is a method businesses use to raise capital from investors. In turn, the investors receive a percentage of the company's regular gross revenue until a pre-set amount is paid (in exchange for their original investment). Typically, this sum is three to five times the initial investment. Companies like Clearbanc charge a flat fee for their capital. Uncapped is also another fantastic example of a revenue-based financing company.

Essentially, organizations offering revenue-based financing use data-driven methods to provide ecommerce companies with funding. Capital is typically spent on online marketing and inventory. The best thing about this kind of arrangement for the entrepreneur is that there aren’t any credit checks, personal guarantees, warrants, or covenants involved.

Why Should You Leverage Investors to Build my Ecommerce Business?

Whether you're leveraging angel investors, an equity investor, or the help of a venture capital firm, there's one significant advantage.

These kinds of investments are (usually) nowhere near as risky as taking out a bank loan. Unlike a loan, (depending on the contract you have with your investor(s)), invested capital doesn't typically have to be paid back if your business flops.

Plus, most experienced investors understand that they're playing the long game. So, there isn't quite as much pressure to make quick decisions and turn high profits immediately.

Why Shouldn't You Leverage Investors to Build an Ecommerce Business?

If you don't like the idea of losing some (or even complete) control of your business, then seeking the support of investors might not be the best option for you. Often investors become part-owners of your company, so depending on their share, there's a good chance they'll have a say about how you run your business. On top of that, should you ever sell your business, they'll also receive a portion of the profits.

How to Best Raise Capital to Fund an Ecommerce Brand

For this section of the blog post, we're mainly focusing on angel, venture capital, and equity investors.

When it comes to raising capital to fund an ecommerce brand, there are specific times in the business cycle when you're more likely to secure funding.

Yes, your best bet is to seek investment when you're actually ready to grow your business. But, securing financing, especially from an angel investor, can take roughly six months to a year.

So, it's advisable to start contacting and pitching investors roughly 12 months before you actually need the funds to boost your business to its next phase.

Not only will this increase the likelihood of securing funding for when you actually need it, but for every failed pitch (yes, sadly, there will be failures), you'll benefit from those all-important pointers.

The more investors you talk with, the more apparent it becomes what investors want to see from your company and your business plan before they're happy to invest.

With this info to hand, you're then in a better position to adapt your business (and your pitch), to meet the needs of investors, when you actually need the funding.

How do you strike up a Relationship with a Potential Investor?

Typically, you'll kickstart your relationship with an investor by presenting a business plan. Do your utmost to wow them from the get-go, so they'll only be telephone a call away when you need capital.

As we've just said, if you're preemptively pitching investors before your business is fully investor-ready, the investor will probably point you in the right direction.

You can then go away and mull over this information and make the necessary changes to increase the chance of them investing in your business in the future.

What Can You do to Prepare your Business for Investment?

The best thing to do is to write a full business plan. The most important thing for lenders is what they'll get from the arrangement. As we've already hinted at, you'll want to highlight your expected financial projections. This serves as much-needed bait for enticing investors into funding your business.

We talked about business plans a bit earlier. However, they're essential to securing funding, so we're delving a bit deeper into creating a killer business plan (of course, this advice also applies if you're considering a bank loan)...

Here are a few tips:

Keep your business plan as concise and to the point as possible. Just focus on what the reader needs to know.
Thoroughly proofread your business plan - you can use Grammarly to help you weed out and fix any typos.
Use charts to help illustrate your points, visuals are often helpful aids.
Include any extra info in an appendix, for instance:
Financial forecasts
Market research and data to back up your proposal
The resumes and credentials for all your key team members.
Any product/service literature that explains what you're bringing to the market.

Don't be tempted to be overly optimistic about where your profit forecasts are concerned. Yes, this might up your chances of securing the desired finances. Still, in the long run, you're more likely to suffer from a cash flow crisis and damage your management credibility. Put simply, it's not worth it - stick to the truth.

Also, ensure your business plan looks as professional as possible. Show the lenders you're taking their investment seriously! So, put a cover on it, include a contents page complete with page numbering, and kickstart your proposal with an executive summary.

For those unsure what an executive summary is, it's just a condensed synopsis of the key points covered in your business. The reader's digest version if you will.

On top of that, you'll also want to highlight the following details:

How your business runs, including a breakdown of your organizational structure and all the stakeholders' roles and responsibilities.
Your brand identity - who you are, your brand story, your goals, mission, aims, etc.
A detailed report of your target market (this should include any weaknesses in your competitors’ products/operations you'll capitalize on).

Other Tips for Securing Investment

As you go about creating your pitch, familiarize yourself with your audience. You want to know your potential lenders inside out and back to front to tailor your pitch accordingly.

Yes, specific metrics (like your current profits and profit forecasts) lay the framework for any pitch. Still, you'll need to tailor your core messaging to appeal to each investor's needs.

The key takeaway: Do your homework and modify your presentation accordingly.

Last but not least, remember business financing is a process. It's likely you'll have to divide your financing objectives into two to three rounds. Securing funds for your business when it's brand-new, (and all risk), and has very little revenue behind it, is more of a challenge.

So, when you first start out, you're unlikely to obtain all the money you need to launch and scale your business. But, once you have a working prototype and a loyal customer base, you'll take away some of the risks, and as such, you'll probably secure more funds. Prepare for this in advance by dividing your business's growth into specific sections that you raise funds for accordingly.

How Much Can Ecommerce Brands Raise?

There are tons of examples of ecommerce brands furthering their business by raising capital. Take Womenswear retailer, Hush, as an example. Hush sells women’s clothing, shoes, and lifestyle items. Currently, it's retailing its products via its website, its partnership with John Lewis.

But, recently, they've secured investment from a private equity firm, True. Hush, now worth over 50 million dollars, plans to utilize these funds to expand into new sales channels and markets.

True acquired a controlling interest in Hush, (roughly a 50% stake). This is what the owners of Hush had to say about the investment:

“We never thought [Hush] would get to a fraction of the size it is,” “We could have carried on [without outside investment], but we felt...real value in bringing in a partner with a similar vision to us, but different skills, to help us grow.”

Interestingly, this is what True had to say about investing in Hush:

“We think highly profitable, predominantly direct-to-consumer brands such as Hush...will emerge in [good] shape from this current crisis – and completing the transaction now demonstrates that we’re very much open for business and excited about the opportunity ahead of us.”

What About Crowdfunding?

If you're considering crowdfunding avenue, below are a few brands that smashed their targets. Hopefully, these examples will fuel you with inspiration:

Pebble – also known as “The Kickstarter Watch”

Pebble successfully raised $10.3m, when their target was just $100k!

This is what they had to say about the process:

“We had a pretty firm idea of what Pebble would look like. We just didn’t have a bunch of cash to start actually building the product. So, we thought of some other ways to get funding, and one of them was Kickstarter."

Bo & Yana

These are interactive toy robots that help teach kids how to code. Product owners, Play-i, managed to raise a whopping $1.4 million when their initial aim was just $250k.

Play-i successfully attracted investors from dozens of countries around the globe, securing 11,000 pre-orders! Interestingly, this company utilized crowdfunding to test the market and get a feel for consumer demand, having already secured $1m from Google Ventures.

How did Play-i manage to entice so many crowdfunding investors?

In short, they provided various benefits to their first buyers:

“We needed to build social proof right off the bat, so we created special perks for the first few buyers. Our first 1,000 backers got limited edition, exclusive outfits for their robots as an incentive to back early. We emailed our existing audience and friends several hours before our campaign went live [to] be among the first to back the project. This gave us the momentum we needed to get off to a good start.”

The team at Play-i also responded personally to all their audience interaction - every email, comment on Facebook, query on Twitter, etc. It stands to reason investors and customers feel more confident in your brand when they have a personal connection with you and your business. By taking the time to write customized responses to each and every person who wrote them, they ensured people got excited about their product!

OpenaCase

OpenaCase is described as the 'world’s most functional iPhone case is a bottle opener.'

The ecommerce brand managed to raise an impressive $283k, massively exceeding their $150k target.

This is what the founders had to say about the crowdfunding process:

“We didn’t have the capital, so we turned to crowdfunding... When we put the idea on Kickstarter, we realized... lots of people loved the idea and were willing to put money towards it to make it happen. [There's] Nothing better than having your idea validated by people voting with their wallets.”

They attracted attention to their crowdfunding campaign by creating a Facebook page, and contacting online publications like Tech Crunch and Gizmodo, that's as well as their local paper. They spent lots of time cultivating as much possible PR to gain the traction they needed to raise those all-important funds.

Are You Ready to Secure the Funds You Need to Launch or Scale Your Ecommerce Business?

We hope that having read this article, you now have a better idea about raising the funds you need to take your ecommerce brand to the next level.

As we said from the get-go of this article, Gorgias wants to help ambitious e-commerce brands scale up, so we created the Vested Interest event. If you're interested in securing finances from high-quality investors, then what are you waiting for? Apply today to get the ball rolling! If you have any questions about the show, please feel free to reach out, and we'll furnish you with all the info you need. Speak soon!

Ecommerce Growth

Our contribution to help fight discrimination and racism

By Romain Lapeyre

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0 min read . By Romain Lapeyre

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