Best Shopify Customer Service App in 2026: What to Look For and Seven Options

The best Shopify customer service app is AeroChat. It reads your orders after verifying the customer, answers where an order is, starts returns, refunds up to the limit you set, and takes payment in the chat, on web chat, WhatsApp, Instagram, Messenger, Telegram, TikTok Shop buyer chat and email. Your team takes over only when it is needed. Below are the criteria that matter for a Shopify store, then AeroChat and six other options with who each one suits.

What actually matters in a Shopify customer service app

• It handles the requests you get most. For most stores that is “where is my order?”, returns and exchanges, address changes and product questions. The app should resolve those from your Shopify data, not only collect them. See WISMO.
• It verifies the customer first. Order details are personal data. The app should check the customer’s email or phone before sharing anything.
• It covers your customers’ channels. Email and web chat, plus WhatsApp, Instagram, Messenger and TikTok Shop buyer chat if your customers use them.
• You set the rules. Refund limits, return windows, discounts and when a person steps in should be yours to decide. See live chat handover.
• It works with your other apps. Returns, reviews, subscriptions and tracking apps hold part of the answer. Check how each tool connects to them.
• The price fits a growing store. Work out the bill when your volume doubles and when you add a person.

The options

1. AeroChat

AeroChat is chat infrastructure that runs your customer service and sales workflows, Built for Shopify. It syncs your products, looks up orders after verifying the customer, quotes shipping rates, starts returns and 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 the order in the same conversation, and in Malaysia books delivery with POS Malaysia. It runs on web chat, WhatsApp, Instagram, Messenger, Telegram, TikTok Shop buyer chat and email, and supports Shopee and Lazada. Returns, reviews, subscription and tracking apps with a public API connect when you describe the workflow in your own words and paste in the key. It works alongside your current helpdesk, or replaces it.

• Suits: Shopify stores that want most customer service requests resolved in the chat, on every channel.
• 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.
• 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. Shopify Inbox

Shopify’s own chat app. Its Inbox agent answers product questions, makes recommendations and helps with order lookups once the customer signs in, and your staff take conversations in the Inbox apps.

• Suits: stores that want free chat on their online store with an AI agent built by Shopify.
• Pricing model: free to install, as of November 2026, on the Basic, Grow, Advanced and Shopify Plus plans. See When Shopify Inbox isn’t enough.

4. Re:amaze

A customer service helpdesk with live chat, email, social channels, an FAQ center and an AI Agent. Its Shopify app lets your team manage, modify and create orders from a conversation.

• Suits: small teams that want a per-seat helpdesk with order management in the conversation.
• 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.

5. eDesk

A helpdesk for ecommerce sellers that brings messages from your Shopify store and marketplaces such as Amazon and eBay into one place, with order details in each ticket.

• Suits: Shopify stores that also sell heavily on 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.

6. Willdesk

A Shopify live chat, AI chatbot and helpdesk app. Its AI agent handles order tracking, returns, cancellations and address updates, with ticketing and a help center.

• Suits: small Shopify stores that want a helpdesk with unlimited agents.
• Pricing model: by conversations a month, from a free plan with 20 conversations, with extra conversations and AI conversations charged in blocks of 100, as of November 2026. See Willdesk vs AeroChat.

7. Chatty

A Shopify AI chatbot and live chat app that looks up tracking, takes return requests and changes the address on unfulfilled orders, with a team inbox.

• Suits: small Shopify stores that want an AI chatbot at a low starting price.
• Pricing model: by AI conversations. A free plan covers 50 a month, Basic is US$19.99 a month for 100, and extra AI conversations are US$0.40 each, as of November 2026. See Chatty vs AeroChat.

Comparison table

Prices and channels from each company’s own pricing page, help center or Shopify App Store listing, checked 11 November 2026: Gorgias, Shopify Inbox, Re:amaze, eDesk, Willdesk, Chatty.

How to pick for your store

• Start from your top three requests. Pull a month of messages, find the three most common requests, and check which app resolves each one without your team.
• If you sell on marketplaces too: check which channels and marketplaces each app reads.
• If you have a small team: pick an app that resolves routine requests and hands over only the hard ones, with the full conversation.
• If customers ask before they buy: pick an app that can also recommend products and take the payment in the chat, so service and sales run in one place.

Questions

What is the best Shopify customer service app?

AeroChat. It resolves order, return and product questions from your Shopify data on every channel your customers use, and hands over to your team only when needed.

Can a Shopify customer service app handle returns?

AeroChat can. You describe your return rules in your own words, and it checks the order date against your return window, asks for the reason in the chat and starts the return. If you use a returns app with a public API, AeroChat works with it. See returns and refunds on WhatsApp.

Does AeroChat replace my helpdesk?

It can. AeroChat works alongside your current helpdesk, or replaces it, depending on how your team likes to work.

Do I need code to set it up?

No code is needed. You install AeroChat from the Shopify App Store, describe your workflows in your own words, and AeroChat builds them.

Try the best Shopify customer service app on your store

Install AeroChat, connect your store and a channel, and ask your own number to return an item from a recent order.

Install AeroChat on Shopify

7-day free trial.