Test Criteria

We scored on four things sellers care about: AI reply accuracy, integration depth with platforms/stores, email & SMS automation, and price barrier. Sample: a mid-size store doing 3,000 orders/month.

Gorgias

  • Positioning: e-commerce-native helpdesk, deep Shopify / Amazon / Magento integration.
  • Pros: reads order context to auto-reply "where is my package"; macros crush repetitive tickets.
  • Cons: per-agent pricing, pricey for tiny teams.

Tidio

  • Positioning: lightweight live chat + bot, beginner-friendly.
  • Pros: Lyro AI handles ~70% of common questions; free tier covers small stores.
  • Cons: weaker deep e-commerce integration than Gorgias.

Manychat

  • Positioning: conversation marketing on Messenger / IG DM / WhatsApp.
  • Pros: strong automation for cart recovery, launches, livestream traffic—great for social-driven brands.
  • Cons: not a traditional email helpdesk; complex tickets need another system.

ChatGPT (Custom Automation)

  • Positioning: API plugged into ticketing for intent classification and draft replies.
  • Pros: very low cost, high control; with Zapier / Make you can build a private inbox.
  • Cons: needs technical setup; hallucinations need human backup.

Selection Guide

  1. < 50 orders/day: start with Tidio, zero-cost validation.
  2. Mid-size Shopify store: Gorgias, all-in-one.
  3. Social-first brand: Manychat for private traffic.
  4. Technical team: ChatGPT + orchestration for a private hub.
Verdict: tools fix response speed, but what retains customers is knowledge-base quality. Write clear FAQs, return flows, and shipping times first—then AI has something to say.