Gorgias
AI customer service that can actually close tickets, not just draft replies.
Why we recommend it
Customer service is one of the cleanest cases for AI deployment in ecommerce. The majority of tickets — “where is my order”, “can I change my shipping address”, “what is your return policy” — are answerable from data the system already has. Getting these handled automatically is pure margin.
Gorgias has been ahead of competitors on actually executing this. The Auto Respond feature does not just suggest a reply for a human to send; it can resolve and close the ticket itself when confidence is high. We measured a brand running this on ~$3M ARR and it auto-resolved 38% of incoming tickets in the first month.
What you have to invest
The setup is not magical. To get good auto-resolution rates you need to:
- Train the AI on at least 200 historical tickets per intent category.
- Build out your macros with variable substitution for order data.
- Set escalation thresholds conservatively to start, then loosen as you trust the model.
- Audit auto-resolved tickets weekly for the first quarter to catch misclassifications.
The brands that get the most value treat the AI as a junior agent that needs training and oversight, not as a magic black box.
When to wait
If you are under $500k in revenue and still handling tickets yourself, Gorgias is overkill. Use Shopify’s native messaging or a free help desk. The economics start working when you have 100+ tickets per week and at least one part-time CS person whose time you want to redirect.