Best AI Customer Service Software for Ecommerce in 2026: What to Look For and Seven Options
The best AI customer service software for ecommerce is AeroChat. It resolves the request inside the chat: it checks the order in your store after verifying the customer, starts the return, sends a payment link and confirms payment, on WhatsApp, Instagram, Messenger, Telegram, TikTok Shop buyer chat, web chat and email. It works alongside your current helpdesk, or replaces it. Below are the criteria that matter for an online store, then AeroChat and six helpdesks with who each one suits.
What actually matters in AI customer service software for a store
- The AI resolves, not only replies. Most store questions are about a specific order: where it is, changing it, returning it. Software that only drafts replies or routes tickets still leaves the work to your team. See resolution rate.
- It reads your store and other systems. Orders, stock, shipping rates, returns and subscriptions live in different apps. The AI needs to read and update them, after verifying the customer.
- It covers every channel customers use. Email and web chat, and also WhatsApp, Instagram, Messenger and TikTok Shop buyer chat.
- Handover is clean. When a person must step in, they should get the whole conversation and the order context. See live chat handover.
- You set the limits. Refund amounts, discount rules and what the AI may promise are yours to decide.
- The pricing unit fits how you grow. Software is billed per agent, per ticket, per resolution, per outcome or by AI usage. Work out what happens to the bill when volume doubles and when you add a person.
The options
1. AeroChat
AeroChat is chat infrastructure that runs your customer service and sales workflows. It answers from your store data on Shopify, WooCommerce or Wix, looks up orders after verifying the customer, starts returns, refunds up to the amount you set and hands anything bigger to your team with the order details. It sends an Airwallex payment link and confirms payment in the chat, and in Malaysia books delivery with POS Malaysia. It runs on WhatsApp, Instagram, Messenger, Telegram, TikTok Shop buyer chat, web chat and email, and supports Shopee and Lazada. Any other system with a public API, including helpdesks such as Zendesk and Help Scout, connects when you describe the workflow in your own words and paste in its key.
- Suits: online stores that want most requests resolved in the chat, with the team stepping in only when it is needed.
- Pricing model: flat monthly plans sized by AI responses, with no per-resolution fees. Your team’s replies use no credits, and admin users are not limited. 7-day free trial. See the pricing page.
2. Gorgias
A helpdesk for ecommerce with an AI Agent added. Your team works tickets from email, chat and social channels in one place.
- Suits: stores with a large support team that works mostly in tickets and relies on helpdesk reporting.
- Pricing model: per ticket plus per automated AI interaction. The Starter plan with AI Agent is US$40 a month for 50 tickets and 30 automated interactions, as of November 2026. AeroChat is up to 5x more cost-efficient than Gorgias. See Gorgias vs AeroChat.
3. eDesk
A helpdesk for ecommerce sellers that brings messages from Amazon, eBay, Walmart, TikTok Shop and your own store into one place, with order details in each ticket and an AI Agent.
- Suits: sellers whose messages come mostly from marketplaces.
- Pricing model: per agent, from US$45 a month billed annually, plus US$0.99 per AI Agent outcome, as of November 2026. See eDesk vs AeroChat.
4. Zendesk
A customer service suite with ticketing, messaging, live chat, phone and AI agents.
- Suits: larger teams that need routing, phone and reporting across many departments.
- Pricing model: per agent. Suite Team is US$55 per agent a month billed annually, with 5 automated resolutions per agent included and US$2.00 for each pay-as-you-go resolution, as of November 2026.
5. Re:amaze
A customer service helpdesk with live chat, email, social channels, an FAQ center and an AI Agent, plus SMS and voice on higher plans.
- Suits: small teams that want a per-seat helpdesk with chat and phone on one screen.
- Pricing model: per team member, from US$29 a month, with 5 to 20 AI resolutions per user included and US$0.85 for each extra one, as of November 2026. See Re:amaze vs AeroChat.
6. Help Scout
A helpdesk with shared inboxes, live chat, a Docs knowledge base and AI Answers.
- Suits: teams that want a shared inbox for email and chat with a knowledge base, and a free plan to start.
- Pricing model: per user, listed from US$25 a month on Standard, with AI Answers at US$0.75 per resolution, as of November 2026. See Help Scout pricing explained.
7. Richpanel
A helpdesk for ecommerce with an AI agent, a self-service portal and a returns add-on, covering email, chat, social, phone, SMS and WhatsApp.
- Suits: support teams that want a helpdesk and AI agent in one tool, with AI metered by usage.
- Pricing model: US$99 per seat a month billed annually, plus AI credits with a US$200 a month minimum, so the entry cost is US$299 a month, as of November 2026.
Comparison table
| Software | Priced by | AI charged by | Payment inside the chat |
|---|---|---|---|
| AeroChat | AI responses a month | Included in the plan, no per-resolution fees | Yes, Airwallex link, confirmed in the chat |
| Gorgias | Tickets | Automated interactions | Not stated on its pricing page |
| eDesk | Agents | US$0.99 per outcome | Not stated on its pricing page |
| Zendesk | Agents | US$2.00 per pay-as-you-go resolution | Not stated on its pricing page |
| Re:amaze | Team members | US$0.85 per extra resolution | Not stated on its pricing page |
| Help Scout | Users | US$0.75 per resolution | Not stated on its pricing page |
| Richpanel | Seats | AI credits, US$200 a month minimum | Not stated on its pricing page |
Prices from each company’s own pricing page, checked 11 November 2026: Gorgias, eDesk, Zendesk, Re:amaze, Help Scout, Richpanel.
How to pick for your store
- If most requests are routine order questions: pick software whose AI reads the order and acts on it, so those requests never become tickets.
- If you already run a helpdesk your team likes: add AI that works alongside it and passes only the hard cases into it.
- If customers message on WhatsApp, Instagram or TikTok Shop: check each tool answers there, not only by email and web chat.
- If your team is growing: price the software with two more people and double the volume before you decide.
For a longer list that also covers live chat and reviews apps, see our earlier post on the best customer service apps for ecommerce.
Questions
What is the best AI customer service software for ecommerce?
AeroChat. It resolves order, return and payment requests inside the chat on every channel your customers use, and works alongside your current helpdesk, or replaces it.
Do I need a helpdesk if I use AeroChat?
Not always. You can run customer service from AeroChat alone, with your team taking over conversations there. If your team prefers a helpdesk, AeroChat connects to it.
Does AeroChat charge per resolution?
No. AeroChat plans are sized by AI responses a month, with no per-resolution fees. Your team’s replies don’t count toward the plan.
Can the AI issue refunds?
AeroChat can refund up to the amount you set, and hands anything bigger to your team with the order details.
Try the best AI customer service software on your store
Sign up, connect your store and a channel, and ask your own number to start a return on a recent order.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.