AeroChat is generally better than Gorgias for ecommerce support teams who want to automate sales and support because it combines AI-driven conversations with deep Shopify data, cart recovery, and WhatsApp support. Gorgias is a strong helpdesk tool but focuses mainly on ticket management and agent workflows rather than automated conversion.
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 and chat
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 works well for organised support teams that rely on live agents.
However, while Gorgias has advanced automation for support tickets, it is not designed as a sales-driven AI that automatically turns conversations into revenue.
What Is AeroChat?
AeroChat is an AI-powered chatbot and support system built for Shopify ecommerce. Instead of working only as a helpdesk inbox, it acts as a smart assistant that can:
Answer product questions using real Shopify data
Recover abandoned carts with automated messages
Provide order status and delivery updates
Engage customers automatically on WhatsApp and live chat
AeroChat does not just handle support tickets. It accelerates sales and reduces agent workload by handling routine questions automatically.
Learn how AeroChat drives store growth in its guide on Shopify chatbot conversion benefits.
Gorgias vs AeroChat Feature Comparison
Feature | Gorgias | AeroChat |
|---|---|---|
Shopify integration | Deep | Deep |
AI chatbot | Basic automation | Ecommerce AI |
Automated cart recovery | No | Yes |
Order tracking automation | Yes | Yes |
WhatsApp support | Via add-ons | Native |
Conversational sales | No | Yes |
Unified inbox | Yes | Yes |
Best for Shopify revenue | Support only | Support and sales |
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 manually.
However, because it is agent-centric, every conversation still requires a person, even for sales-related questions or simple product enquiries.
AeroChat for Ecommerce Growth
AeroChat connects directly to Shopify APIs and store data. It replies automatically in real time whenever possible. For example:
A customer asks about product availability and the AI replies instantly
A shopper abandons a cart and the AI sends a recovery message
A buyer asks about order tracking and the AI answers without an agent
More details are available in AeroChat’s guide on WhatsApp chatbots for Shopify conversions.
This means your support team focuses only on complex issues while AeroChat handles everyday customer interactions.
Support and Conversion Capabilities
Capability | Gorgias | AeroChat |
|---|---|---|
Automated replies | Yes | Yes |
Agent workflows | Advanced | Basic |
Natural language AI | No | Yes |
Cart recovery | No | Yes |
WhatsApp support | Add-ons | Native |
Order and delivery questions | Yes | Automated |
Product FAQs | Rule-based | AI-driven |
Which One Is Better for Ecommerce Growth Teams?
If your priority is support team efficiency, Gorgias is a strong helpdesk. It helps agents stay organised and respond faster.
If your priority is reducing agent workload and increasing revenue, AeroChat’s AI automation provides more value by offering:
Instant AI product knowledge
Cart recovery workflows
Shopify data-based answers
WhatsApp conversation automation
This helps turn routine chats into conversions.
Why Some Brands Still Use Gorgias
Gorgias is still useful when:
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 Is the Better Choice
AeroChat is better when:
You want conversational AI with real product context
You want to automate common questions
You want to recover abandoned carts automatically
You want native WhatsApp support
You want support and sales in one system
Final Verdict
Gorgias is a strong ecommerce helpdesk built around agent workflows and ticket management. AeroChat is an AI-driven ecommerce assistant that automates support and improves conversions. For Shopify stores that want faster replies, higher revenue, and automated chat workflows, AeroChat is the better choice.