Gorgias vs AeroChat: Ecommerce Support and Sales Compared

Gorgias and AeroChat solve different problems. Gorgias is a helpdesk: it gathers tickets from every channel so your agents can work them, with AI and automation rules on top. AeroChat is chat infrastructure that runs your customer service and sales workflows: you describe the workflow you want, and it runs it inside the conversation, connected to your Shopify store and other systems. Which one fits depends on whether your team wants a better place to work tickets or wants more conversations handled end to end without a person.

What Is Gorgias?

Gorgias is a helpdesk platform used by ecommerce brands, especially Shopify merchants, for managing customer inquiries from one place. It brings together:

• Support tickets from email, chat and social channels

• Order details from Shopify

• Tagging and automation rules

• Agent assignments and macros

Gorgias is designed to reduce agent workload by automating replies to common questions such as refunds, shipping, or returns. It also offers an AI agent that can answer and resolve tickets. It works well for organised support teams that rely on live agents.

Gorgias prices by ticket volume, and its AI agent is billed per automated resolution. Check its pricing page for current figures.

What Is AeroChat?

AeroChat is a chat infrastructure that lets you run your customer service and sales workflows on autopilot. You describe the workflow you want automated, and the system turns it into a set of instructions and runs it. It connects to your Shopify store and backend systems, so it can act in the conversation, not just answer. For example, it can:

• Answer product questions using your live Shopify catalogue

• Follow up on abandoned carts

• Look up an order and give its status and delivery updates

• Send a payment link or a discount within the limits you set

• Run these on WhatsApp, Instagram, Messenger, email and web chat

AeroChat works alongside your current helpdesk, or replaces it. Plans are a flat monthly price based on AI responses, not per ticket or per resolution.

Learn how AeroChat helps store sales in its guide on Shopify chatbot conversion benefits.

Gorgias vs AeroChat Feature Comparison

How Each Platform Works for Ecommerce Support Teams

Gorgias for Support Teams

Gorgias centralises customer conversations from email, live chat, social, and helpdesk messages into a single dashboard. Support agents can:

• Tag and categorise tickets

• Use macros to reply quickly

• See Shopify order details

• Set automation rules for common replies

Gorgias is useful when agents handle escalations and complex issues and need a structured place to do it.

AeroChat for Ecommerce Growth

AeroChat connects directly to Shopify and your store data, and replies in real time. For example:

• A customer asks if a product is in stock, and AeroChat checks the catalogue and replies

• A shopper leaves a cart, and AeroChat sends a follow-up message

• A buyer asks where their order is, and AeroChat looks it up after verifying their email or phone

• A request goes past your limits, such as a large refund, and AeroChat hands it to your team with the order details

More details are available in AeroChat’s guide on WhatsApp chatbots for Shopify conversions.

Your team then spends its time on the conversations that need a person, while AeroChat handles the routine ones.

Support and Conversion Capabilities

Which One Fits Your Team?

If your priority is support team efficiency, with agents working a queue, Gorgias is a strong helpdesk. It helps agents stay organised and respond faster.

If your priority is having more conversations handled from start to finish without a person, including sales questions, AeroChat is built for that. It offers:

• Product answers from your live Shopify data

• Cart follow-up workflows

• Order lookups and delivery updates

• WhatsApp conversations run by the workflows you describe

Why Some Brands Use Gorgias

Gorgias suits teams where:

• Support workflows are complex

• A team of agents handles escalations

• Advanced ticket tagging is required

• Macros and productivity tools are central to operations

When AeroChat Fits

AeroChat suits teams where:

• You want the AI to use real product and order context

• You want common questions handled automatically

• You want abandoned carts followed up automatically

• You want WhatsApp built in

• You want support and sales workflows in one system, priced per AI response

Final Verdict

Gorgias is an ecommerce helpdesk built around agent workflows and ticket management. AeroChat is chat infrastructure that runs your customer service and sales workflows in the conversation, connected to Shopify. If you want to try the AeroChat approach on your own store, the Shopify app takes a few minutes to install.

Start your 7-day free trial. No credit card needed. Not on Shopify? Sign up here.