TL;DR:
- Built directly from agent feedback, Helpdesk 2.0 fixes real workflow pain points. The redesign focuses on reducing friction and helping agents handle more context-heavy tickets.
- A chat-style interface replaces the old email layout. Conversations are easier to follow and resolve in one view.
- Customer context is shown beside the conversation in a right-side panel. Agents can view history, orders, and details without leaving the ticket.
- AI handoffs come with clear summaries. Agents instantly see what happened, what was tried, and what to do next.
- Navigation is simpler and faster across teams. Clean menus, structured queues, and multi-store access keep agents moving efficiently.
Helpdesk 2.0 starts with the people who use it most: the agents.
We spent time understanding customer support from the agent's seat. What do they reach for constantly? What slows them down? What does a better workday look like?
Everything we found is in this brand-new update.
Why we redesigned Helpdesk
Conversational commerce is the new standard.
In customer support, this means customers expect context to remain intact wherever they reach out, whether a conversation starts on social, moves to email, or ends on a call.
This new approach to support has also changed the agent's role. Recurring tickets, like order status checks, shipping updates, and returns, are now handled by AI. What lands in the agent inbox are edge cases that require human judgment and troubleshooting, or tickets that require the full picture.
However, the original Helpdesk was built for a different era of support.
Context was separated across views rather than built into the conversation itself. It's something one in five Gorgias customers flagged, through support tickets, NPS surveys, and conversations with our team. So, we got to work.
Helpdesk 2.0 is the result.
What's new in Helpdesk 2.0
Here's a look at everything that changed.
Read conversations the way they're meant to be read
Conversations have a natural rhythm, one that’s already found in every messaging tool we use. We brought that same layout into the helpdesk.
Say goodbye to the 2000s email interface and hello to chat bubbles. This updated design changes how quickly you can orient yourself and resolve the ticket in one go.
Chats with customers now look like real conversations, using the speech bubble style you’re familiar with on popular messaging apps.
Check customer history without losing your place
Checking a customer's history used to mean leaving the conversation, an extra step that interrupted what should have been a smooth workflow.
Now, past conversations open in a sidebar next to the active conversation. You can view a customer’s full history, search through their timeline, and open prior tickets without going to a new page.
Check past conversations, orders, and customer details in the brand-new Customer Timeline.
See order details the moment you open a ticket
Order information is easier to reference than ever. Open a ticket, and you instantly see the customer's recent orders, marked with product images and invoice details at a glance. Need to dig deeper? Click on an order, and the expanded information appears in the same panel.
For teams using custom integrations, apps are fixed in a quick-access integration menu on the right.
See order details, product images, and totals at a glance on the right panel, without leaving the conversation.
Pick up where AI left off
You shouldn't have to dig through a thread to figure out what AI already tried. Now you don't have to.
When AI Agent escalates a conversation, it includes a concise handover summary that mentions the issue, what actions were taken, and why it was passed to your team.
Escalated tickets include a brief AI-generated handover summary, marked in yellow, for quick reference.
Move faster across every store and team
We restructured and simplified the navigation. The left sidebar organizes everything into clear categories: Inbox, AI Agent, Marketing, and Analytics, so anyone on your team knows exactly where to go.
To quickly update your knowledge base or adjust a workflow, both now live right in the sidebar. For teams managing multiple stores, switching between them is just as straightforward, accessible from the sidebar, so agents can move between inboxes without breaking their flow.
Agents can switch between stores and their corresponding inboxes directly from the left menu.
A workspace that works the way agents do
Support comes down to the person on the other end of the conversation. We built Helpdesk 2.0 is to make sure they have everything they need to show up for that moment.
The best way to see the difference is to work in it. Start a free trial today.
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Featured articles
Conversations Are Becoming a Revenue Channel: The Data Proves It
TL;DR:
- Customer journeys are collapsing to a single conversation. The traditional browse-and-buy journey is giving way to AI-guided shopping that moves from discovery to purchase in a single exchange.
- 79% of brands say AI-driven conversational commerce has increased their sales and purchase rates.
- AI-only influenced orders grew 63% in a single year, from 2.7 million in Q1 to 4.4 million in Q4.
- Brands treating conversation as a revenue channel. They’re not just a support function, generating higher AOV, shorter buying cycles, and stronger retention.
The page-based shopping experience dominated for decades. Customers would search, browse, compare, abandon, get retargeted, return, and eventually buy (sometimes).
That journey is no longer the only option.
Shoppers are turning to chat, messaging, and AI-powered tools to find what they need. Instead of clicking through product pages or reading static FAQs, they ask questions, have back-and-forth conversations, and get answers that move them closer to a purchase in real time. The path to checkout has changed, and the brands that recognize this are pulling ahead.
Read our 2026 State of Conversational Commerce Report to learn more about conversation commerce trends from 400 ecommerce decision-makers and 16,000+ ecommerce brands using Gorgias.
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The shopping journey has collapsed into a single thread
The traditional shopping journey was a solo experience. A shopper had a need, searched for options, browsed across sessions, and eventually made a decision — often days later, after being retargeted multiple times. Support only entered the picture after the purchase.
The conversation-led journey collapses that timeline:
- A shopper recognizes a need and starts a conversation via chat, messaging, or a search-triggered prompt
- An AI agent asks clarifying questions about preferences, budget, and constraints
- The AI provides personalized product recommendations in real time
- The shopper validates concerns about fit, compatibility, delivery, and returns, all inside the conversation
- The shopper completes the purchase directly within or immediately after that exchange
- The AI picks up the conversation post-purchase for order tracking and proactive support
- A human agent steps in only when the situation calls for it
What used to take days now takes minutes. Discovery, evaluation, and purchase happen in a single thread.
Conversation is a revenue strategy, not a support upgrade
79% of brands agree that AI-driven conversational commerce has increased sales and purchase rates in their business. When brands were asked to rank the highest-return areas:
- 38% cited improved customer support efficiency
- 23% pointed to higher customer retention and loyalty
- 20% saw improved purchase rates
Those numbers reflect something important: the value of conversation compounds. Faster support reduces friction. Better retention raises lifetime value. More confident shoppers buy more often and spend more per order.
The brands seeing the biggest returns aren't just using AI to deflect tickets. They're using it to create one-to-one shopping experiences at scale.
What the data shows about AI-influenced orders
Looking at AI-only influenced orders across key verticals like Apparel and Accessories, Food and Beverages, Health and Beauty, Home and Garden, and Sporting Goods, the growth across a single year was significant.
Across industries, ecommerce brands saw AI step into conversations, reduce shopper hesitation, and drive higher QoQ conversion rates.
Learn more about AI-powered revenue generation in the full 2026 Conversational Commerce Report.
Why brands are making this a strategic priority
84% of brands say the strategic importance of conversational commerce is higher than it was a year ago. 82% agree it will be mainstream in their sector within two years.
That shift is registering at the leadership level because of what conversational commerce does to the buying experience. Creating one-to-one touchpoints earlier in the journey drives higher AOV, shorter buying cycles, and stronger purchase rates. Shoppers who get real-time answers to their questions are more confident.
What this looks like in practice: TUSHY
TUSHY, known for eco-friendly bidets and bathroom essentials, is a useful example of what happens when you take conversational commerce seriously.
Bidets aren't an impulse purchase. Shoppers have real questions about fit, compatibility, and installation. Those questions used to go unanswered until the CX team could respond, often after the customer had abandoned the cart.
TUSHY used Gorgias's AI Agent and shopping assistant capabilities to automate pre-sales support. AI Agent engaged shoppers in real-time conversations, addressed their concerns directly, and built confidence at the moment of highest intent.
This resulted in a 190% increase in chat-based purchases, a 13x return on investment, and twice the purchase rate of human agents.
How to apply this to your strategy
You don't need to overhaul your entire operation to start seeing results. The most effective approach is to start where the impact is clearest and expand from there.
A few places to begin:
- Pre-sales chat. Identify your most common pre-purchase questions (sizing, compatibility, shipping timelines) and ensure your AI can answer them confidently and promptly.
- Product page engagement. Use proactive chat prompts triggered by page behavior to start conversations before shoppers leave.
- Post-purchase follow-up. Let AI pick up the conversation after checkout with order updates and proactive support, reducing inbound volume and building trust.
- Human escalation. Define clearly which situations require a human agent – complex issues, emotional exchanges, high-stakes decisions.
Want to see the full picture of where conversational commerce is headed in 2026? Read the full report to explore the data, trends, and strategies shaping the next era of ecommerce.
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The State of Conversational Commerce: 5 Trends Reshaping Ecommerce in 2026
TL;DR:
- AI is resolving tickets, not just replying. AI now handles 31% of customer interactions for ecommerce brands, and that number is expected to nearly double within two years.
- Every channel is becoming a storefront. Conversations are replacing the traditional browse-and-buy journey, with 79% of brands reporting sales from AI-driven interactions.
- AI is shortening the buying cycle. 93% of AI-influenced purchases happen within the first 48 hours of the conversation.
- CX teams are changing, not shrinking. Ecommerce brands are actively hiring for more technical roles to implement, coach, and maintain AI.
- The winning model is hybrid. AI handles volume and speed, while humans handle complexity and judgment.
The way shoppers buy online has shifted and customers are at the center.
They no longer want to scroll through product pages, dig through FAQs, or wait 24 hours for an email reply. They open a conversation, ask a specific question, and expect a useful answer in seconds. Brands that can’t deliver these experiences at scale are seeing customer hesitation turn into abandoned carts and lost revenue.
This shift has a name: conversational commerce. It's the practice of using real-time, two-way conversations as your primary sales channel, through chat, AI agents, messaging apps, and voice.
What started as an experiment for early adopters has become a key growth lever, with 84% of ecommerce brands treating conversational commerce as a strategic pillar this year vs. last year.
We surveyed 400 ecommerce decision-makers across North America, the U.K., and Europe to understand how conversational commerce and AI are reshaping the ecommerce landscape. These findings are complemented by aggregated and anonymized internal Gorgias platform data from 16,000+ ecommerce brands.
The State of Conversational Commerce in 2026 trends report breaks down all of the findings, including five key trends shaping the ecommerce landscape.
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Trend 1: AI is table stakes for ecommerce and it’s no longer just about efficiency
A few years ago, adding an AI chatbot to your site that could provide tracking links and Help Center article recommendations was a differentiator. Today, it's table stakes. McKinsey found that 71% of shoppers expect personalized experiences, and 76% get frustrated when they don't get them.
Right now, most ecommerce professionals use AI, with 93% having used it for at least 1 year. Enthusiasm is accelerating quickly, with only 30% of ecommerce professionals rating their excitement for AI at 10/10 in April 2025. Similarly, while AI adoption rose steadily year over year, it reached a clear peak in 2026.
The use cases driving this adoption are practical and high-volume:
- Order tracking and status updates
- Returns, exchanges, and refund requests
- Shipping FAQs and delivery estimates
These are the tickets that flood brands’ inboxes every day. AI agents resolve them instantly, without pulling teams away from conversations that actually require human judgment.
Explore AI adoption and use case data in more depth in the full report.
Trend 2: Conversations are the new path to checkout
The traditional ecommerce funnel, visit site, browse products, add to cart, check out, is losing ground. Shoppers now discover products on Instagram, ask questions via direct message, and complete purchases without ever visiting a website.
Conversational AI is actively increasing revenue, with 79% of brands reporting that AI-driven interactions have increased sales and conversion in their business.
The practical implication is that every channel is becoming a storefront. Creating personalized touchpoints with customers earlier in the journey, through proactive engagement, is impacting the bottom line.
Read the full report to explore how AI conversions have increased QoQ by industry.
Trend 3: AI is accelerating the purchase cycle
Pre-purchase hesitation is one of the biggest conversion killers in ecommerce. A shopper lands on your product page, has a question about sizing or compatibility, can't find the answer quickly, and leaves. That's a lost sale that had nothing to do with your product.
Conversational AI changes that dynamic. When a shopper can ask a question and get an accurate, personalized answer in real time, the friction disappears.
Brands using Gorgias saw this play out at scale in 2025. When AI Agent recommended a product, 80% of the resulting purchases happened the same day, and 13% happened the next day.
Brands are further accelerating the buying cycle through proactive engagement. On-site features such as suggested product questions, recommendations triggered by search results, and “Ask Anything” input bars drove 50% of conversation-driven purchases during BFCM 2025.
Explore how AI is collapsing the purchase cycle in Trend 3 of the report.
Trend 4: AI is making CX teams more technical
There's a persistent narrative that AI is making CX teams redundant. The data tells a different story. 62% of ecommerce brands are planning to grow their teams, not cut them. But the scope of those teams is changing.
New roles are emerging around AI configuration and quality assurance. Teams are investing in technical members to write AI Guidance instructions, develop tone-of-voice instructions, and continuously QA results.
CX teams are also bridging the gap between support goals and revenue goals, as the two functions increasingly overlap.
The result is CX teams that are more technical than they were before. Agents who once spent their days answering repetitive tickets are now spending that time on higher-value work: complex escalations, VIP customer relationships, and improving the AI systems and knowledge bases that handle the volume.
Learn more about the evolution of CX roles in Trend #4.
Trend 5: The future is hybrid: AI-first, humans when it counts
Despite increasing AI adoption, data shows that ecommerce brands shouldn’t strive for 100% automation. Winning brands are building systems in which AI handles repetitive tier-1 tickets, and humans handle complex, sensitive cases.
AI handles speed and scale. It resolves order-tracking requests at 2 a.m., processes return-eligibility checks in seconds, and answers the same shipping question for the thousandth time without compromising quality.
Human agents handle conversations that require context, empathy, or decisions that fall outside the standard playbook. There are several topics where shoppers still prefer human support.
Successful hybrid systems require continuous iteration, meaning reviewing handover topics, Guidance, and reviewing AI tickets on a weekly basis.
Discover how leading brands are balancing human and AI systems in Trend #5.
Where conversational commerce is heading by 2030
The 2026 trends are about expansion and standardization. The 2030 predictions are about what comes next.
Voice-based purchasing is the biggest bet on the horizon. Only 7% of brands currently use voice assistants for commerce, but 89% expect it to be standard by 2030. The vision is a customer who can reorder a product, check their subscription status, or manage a return entirely over the phone.
Proactive AI is the other major shift. Rather than waiting for a customer to reach out, AI will anticipate needs based on browsing behavior, purchase history, and where someone is in their relationship with your brand. Think of it as the digital equivalent of a sales associate who remembers what you bought last time and knows what you're likely to need next.
Explore where ecommerce brands are allocating their AI budgets in the full report.
Start building your conversational commerce strategy today
The brands winning in 2026 are creating smart, scalable systems where AIhandles volume and humans handle nuance. They’re treating every conversational channel as an opportunity to serve and sell.
The data is clear: AI adoption is accelerating, customer expectations are rising, and the revenue impact of getting this right is measurable.
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Ecommerce Finally Has a Research Hub Built on Real Data
Further reading
We Rebuilt Chat to Feel Less Like a Bot. Here Are the Results
TL;DR:
- Chat is growing 2.5x faster than email. The shift toward real-time, conversational commerce pushed a full redesign to match how people actually want to shop.
- The new Chat is designed to drive action, not just answer questions. Clickable replies, contextual prompts, and built-in shopping features guide shoppers from discovery to checkout faster.
- 36% more customers click on products shown in Chat. Shoppable product cards make browsing feel natural and keep shoppers engaged in the conversation.
- 2.25x more shoppers add products to cart from Chat. Removing external links and keeping the journey in one place significantly increases buying intent.
- 7.3% more shoppers engage with Chat overall. Cleaner design and contextual entry points encourage more visitors to start conversations earlier.
In 2025, chat’s growth outpaced email by 2.5x quarter over quarter. Chat has become our most powerful customer experience tool for how shoppers discover products, ask questions, and decide to buy.
We knew it needed an upgrade, so we reimagined the entire experience from the ground up.
The result is 36% more engagement with product recommendations, nearly 2.25x more shoppers add-to-cart, and 7.3% more customer engagement.
In this post, we'll walk you through our thinking, what’s new in Chat, and how brands are already seeing big gains.
Why the legacy experience needed a makeover
Chat has outpaced email support. Today’s shoppers prefer the speed of quick chat conversations over email. And when shoppers make a new move, we watch, listen, and move with them.
This behavioral shift isn’t happening in isolation. It aligns with the rise of conversational commerce and proves a universal move toward real-time conversations in ecommerce.
In fact, the signals were already there. Two years of building AI Agent showed us just how much design shapes behavior. The interface is the experience, and we knew that pushing chat experiences to closely resemble human interactions would transform how shoppers engage.
Our new and updated chat brings that vision to life. We believe that shopping is moving from static pages to conversations. This new update is built for how people actually want to shop.
What the new Chat can do
The new design turns live chat into an interactive shopping surface made for modern shoppers. We've brought together multiple ways for shoppers to jump into chat, added clickable replies instead of typing, browsable product cards right in the conversation, and quick cart access.
Let's walk through what's new.
A cleaner visual experience
Chat now comes in a softer color palette that adapts to your store’s branding. We removed message bubbles in favor of an airy design that brings in the familiarity of speaking to your favorite conversational AI assistant. Every interaction now has the breathing room for deeper conversation and personalization.
One-click replies that move shoppers forward
It’s now easier for shoppers to get an answer with quick reply buttons and suggested questions in Chat. This replaces the tree-based flows of the previous Chat, removing the need to follow a fixed path. Shoppers can find answers faster without typing text-heavy explanations.
Shoppable product cards in messages
Browsing and buying within Chat is now possible. Previously, it only supported product links that would open in a new page. With the upgrade, you can view item details without leaving the conversation. Shoppers can browse, compare products, and add to cart in one place.
Product detail pages that open in chat
We’re keeping the context by removing the external redirects. The new interface lets shoppers browse product recommendations right in chat. View key product details, images, descriptions, variants, and pricing without opening a new tab.
Product page questions that remove hesitation
Chat adds clickable questions on product pages — like “Is this true to size?” or “What’s the difference between shades?” — designed to match what a shopper is likely wondering in the moment. These context-aware prompts help remove buying hesitation before shoppers even think to ask.
Instant access to cart and order status
Chat adds instant access to shopper actions, like a cart button and an orders button for returning customers. Shoppers can jump straight to their cart or check on an existing order without waiting for an agent to give them a status update.
How our redesigned chat improves your bottom line
Every update in Chat drives performance. We didn’t simply give it a makeover, we also fine-tuned its underlying mechanics.
36% more customers click on products shown in Chat
When product suggestions are easy to browse, shoppers interact with them more. The new product cards make shopping feel natural, allowing customers to explore items at their own pace. That convenience led to a 36% increase in engagement with recommended products.
2.25x more shoppers add products to cart from Chat
Chat keeps the entire shopping journey inside the conversation, from browsing and asking questions, to adding to cart and checking out. This new layout removes the usual tab-switching between chat and the website. Less friction has led to more than double add-to-cart actions than before the redesign.
7.3% more shoppers engage with Chat
Chat's cleaner design and contextual entry points make it easier for shoppers to start a conversation. With suggested questions on product pages and quick reply buttons, more visitors are choosing to engage earlier in their journey. This has resulted in a 7.3% lift in chat engagement.
Your store, now in every conversation
Conversational commerce has moved from concept to reality. Chat makes it part of the everyday shopping experience, letting shoppers browse, ask questions, compare products, and check out in one interaction. It brings the ease of the in-person shopping experience into the digital world.
We built Chat to redefine the shopping experience. We hope you see it reflected in your customers’ journeys.
Book a demo to see what's possible with the new experience.
How to Pitch Gorgias Shopping Assistant to Leadership
TL;DR:
- Position Shopping Assistant as a revenue-driving tool. It boosts AOV, GMV, and chat conversion rates, with some brands seeing up to 97% higher AOV and 13x ROI.
- Highlight its role as a proactive sales agent, not just a support bot. It recommends products, applies discounts, and guides shoppers to checkout in real time.
- Use cross-industry case studies to make your case. Show leadership success stories from brands like Arc’teryx, bareMinerals, and TUSHY to prove impact.
- Focus on the KPIs it improves. Track AOV, GMV, chat conversion, CSAT, and resolution rate to demonstrate clear ROI.
Rising customer expectations, shoppers willing to pay a premium for convenience, and a growing lack of trust in social media channels to make purchase decisions are making it more challenging to turn a profit.
In this emerging era, AI’s role is becoming not only more pronounced, but a necessity for brands who want to stay ahead. Tools like Gorgias Shopping Assistant can help drive measurable revenue while reducing support costs.
For example, a brand that specializes in premium outdoor apparel implemented Shopping Assistant and saw a 2.25% uplift in GMV and 29% uplift in average order volume (AOV).
But how, among competing priorities and expenses, do you convince leadership to implement it? We’ll show you.
Why conversational AI matters for modern ecommerce
1) Meet high consumer expectations
Shoppers want on-demand help in real time that’s personalized across devices.
Shopping Assistant recalls a shopper’s browsing history, like what they have clicked, viewed, and added to their cart. This allows it to make more relevant suggestions that feel personal to each customer.
2) Keep up with market momentum
The AI ecommerce tools market was valued at $7.25 billion in 2024 and is expected to reach $21.55 billion by 2030.
Your competitors are using conversational AI to support, sell, and retain. Shopping Assistant satisfies that need, providing upsells and recommendations rooted in real shopper behavior.
3) Raise AOV and GMV
Conversational AI has real revenue implications, impacting customer retention, average order value (AOV), conversion rates, and gross market value (GMV).
For example, a leading nutrition brand saw a GMV uplift of over 1%, an increase in AOV of over 16%, and a chat conversion rate of over 15% after implementing Shopping Assistant.
Overall, Shopping Assistant drives higher engagement and more revenue per visitor, sometimes surpassing 50% and 20%, respectively.
How to show the business impact & ROI of Shopping Assistant
1) Pitch its core capabilities
Shopping Assistant engages, personalizes, recommends, and converts. It provides proactive recommendations, smart upsells, dynamic discounts, and is highly personalized, all helping to guide shoppers to checkout.
Success spotlight
After implementing Shopping Assistant, leading ecommerce brands saw real results:
2) Position it as a revenue driver
Shopping Assistant drives uplift in chat conversion rate and makes successful upsell recommendations.
Success spotlight
“It’s been awesome to see Shopping Assistant guide customers through our technical product range without any human input. It’s a much smoother journey for the shopper,” says Nathan Larner, Customer Experience Advisor for Arc’teryx.
For Arc’teryx, that smoother customer journey translated into sales. The brand saw a 75% increase in conversion rate (from 4% to 7%) and 3.7% of overall revenue influenced by Shopping Assistant.
3) Show its efficiency and cost savings
Because it follows shoppers’ live journey during each session on your website, Shopping Assistant catches shoppers in the moment. It answers questions or concerns that might normally halt a purchase, gets strategic with discounting (based on rules you set), and upsells.
The overall ROI can be significant. For example, bareMinerals saw an 8.83x return on investment.
Success spotlight
"The real-time Shopify integration was essential as we needed to ensure that product recommendations were relevant and displayed accurate inventory,” says Katia Komar, Sr. Manager of Ecommerce and Customer Service Operations, UK at bareMinerals.
“Avoiding customer frustration from out-of-stock recommendations was non-negotiable, especially in beauty, where shade availability is crucial to customer trust and satisfaction. This approach has led to increased CSAT on AI converted tickets."
4) Present the metrics it can impact
Shopping Assistant can impact CSAT scores, response times, resolution rates, AOV, and GMV.
Success spotlight
For Caitlyn Minimalist, those metrics were an 11.3% uplift in AOV, an 18% click through rate for product recommendations, and a 50% sales lift versus human-only chats.
"Shopping Assistant has become an intuitive extension of our team, offering product guidance that feels personal and intentional,” says Anthony Ponce, its Head of Customer Experience.
5) Highlight its helpfulness as a sales agent
Support agents have limited time to assist customers as it is, so taking advantage of sales opportunities can be difficult. Shopping Assistant takes over that role, removing obstacles for purchase or clearing up the right choice among a stacked product catalog.
Success spotlight
With a product that’s not yet mainstream in the US, TUSHY leverages Shopping Assistant for product education and clarification.
"Shopping Assistant has been a game-changer for our team, especially with the launch of our latest bidet models,” says Ren Fuller-Wasserman, Sr. Director of Customer Experience at TUSHY.
“Expanding our product catalog has given customers more choices than ever, which can overwhelm first-time buyers. Now, they’re increasingly looking to us for guidance on finding the right fit for their home and personal hygiene needs.”
The bidet brand saw 13x return on investment after implementation, a 15% increase in chat conversion rate, and a 2x higher conversion rate for AI conversations versus human ones.
6) Provide the KPIs you’ll track
Customer support metrics include:
- Resolution rate
- CSAT score
Revenue metrics to track include:
- Average order value (AOV)
- Gross market value (GMV)
- Chat conversion rate
Shopping Assistant: AI that understands your brand
Shopping Assistant connects to your ecommerce platform (like Shopify), and streamlines information between your helpdesk and order data. It’s also trained on your catalog and support history.
Allow your agents to focus on support and sell more by tackling questions that are getting in the way of sales.
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11 Real Ways Ecommerce Brands Use Gorgias Shopping Assistant to Drive Sales
TL;DR:
- Shoppers often hesitate around sizing, shade matching, styling, and product comparisons, and those moments are key revenue opportunities for CX teams.
- Guided shopping removes that friction by giving shoppers quick, personalized recommendations that build confidence in their choices.
- Across 11 brands, guided shopping led to measurable lifts in AOV, conversion rate, and overall revenue.
- Your biggest upsell opportunities likely sit in the same places your shoppers pause, so start by automating your most common pre-purchase questions.
Most shoppers arrive with questions. Is this the right size? Will this match my skin tone? What’s the difference between these models? The faster you can guide them, the faster they decide.
As CX teams take on a bigger role in driving revenue, these moments of hesitation are now some of the most important parts of the buying journey.
That’s why more brands are leaning on conversational AI to support these high-intent questions and remove the friction that slows shoppers down. The impact speaks for itself. Brands can expect higher AOV, stronger chat conversion rates, and smoother paths to purchase, all without adding extra work to your team.
Below, we’re sharing real use cases from 11 ecommerce brands across beauty, apparel, home, body care, and more, along with the exact results they saw after introducing guided shopping experiences.
1. Recommend similar shoes when an old classic disappears
When you’re shopping for shoes similar to an old but discontinued favorite, every detail counts, down to the color of the bottom of the shoe. But legacy brands with large catalogs can be overwhelming to browse.
For shoppers, it’s a double-edged sword: they want to feel confident that they checked your entire collection, but they also don’t want to spend time looking for it.
How Shopping Assistant helps:
Shopping Assistant accelerates the process, turning hazy details into clear, friendly guidance.
It describes shoe details, from colorways to logo placement, compares products side by side, and recommends the best option based on the shopper’s preferences and conditions.
The result is shoppers who feel satisfied and more connected with your brand.
Results:
- AOV uplift: +6.5%
2. Suggest complete outfits for special occasions
Big events call for great outfits, but putting one together online isn’t always easy. With thousands of options to scroll through, shoppers often want a bit of styling direction.
How Shopping Assistant helps:
Shoppers get to chat with a virtual stylist who recommends full outfits based on the occasion, suggests accessories to complete the look, and removes the guesswork of pairing pieces together.
The result is a fun, confidence-building shopping experience that feels like getting advice from a stylist who actually understands their plans.
Results:
- Chat CVR: 13.02%
3. Match shoppers to the right makeup shade when the formula changes
Shade matching is hard enough in-store, but doing it online can feel impossible. Plus, when a longtime favorite gets discontinued, shoppers are left guessing which new shade will come closest. That uncertainty often leads to hesitation, abandoned carts, or ordering multiple shades “just in case.”
How Shopping Assistant helps:
Shoppers find their perfect match without any of the guesswork. The assistant asks a few quick questions, recommends the closest shade or formula, and offers smart alternatives when a product is unavailable.
The experience feels like chatting with a knowledgeable beauty advisor — someone who makes the decision easy and leaves shoppers feeling confident in what they’re buying.
Katia Komar, Sr. Manager of Ecommerce and Customer Service Operations at bareMinerals UK says, “What impressed me the most is the AI’s ability to upsell with a conversational tone that feels genuinely helpful and doesn't sound too pushy or transactional. It sounds remarkably human, identifying correct follow-up questions to determine the correct product recommendation, resulting in improved AOV. It’s exactly how I train our human agents and BPO partners.”
Results:
- GMV uplift: +6.55%
4. Help find the perfect gift when shoppers don’t know what to buy
When shoppers are buying gifts, especially for someone else, they often know who they’re shopping for but not what to buy. A vague product name or a half-remembered scent can quickly make the experience feel overwhelming without someone to guide them.
How Shopping Assistant helps:
Thoughtful guidance goes a long way. By asking clarifying questions and recognizing likely mix-ups, Shopping Assistant helps shoppers figure out what the recipient was probably referring to, then recommends the right product along with complementary gift options that make the choice feel intentional.
It brings the reassurance of an in-store associate to the online experience, helping shoppers move forward with confidence.
Results:
- Chat CVR: 8.39%
5. Remove the guesswork from bra sizing online
Finding the right bra size online is notoriously tricky. Shoppers often second-guess their band or cup size, and even small uncertainties can lead to returns — or abandoning the purchase altogether.
Many customers just want someone to walk them through what a proper fit should actually feel like.
How Shopping Assistant helps:
Searching for products is no longer a time-consuming process. Shopping Assistant detects a shopper’s search terms and sends relevant products in chat. Like an in-store associate, it uses context to deliver what shoppers are looking for, so they can skip the search and head right to checkout.
Results:
- GMV uplift: +6.22%
- Chat CVR: 16.78%
6. Guide shoppers through jewelry personalization step by step
For shoppers buying personalized jewelry, the details directly affect the final result. That’s why customization questions come up constantly, and why uncertainty can quickly stall the path to purchase.
How Shopping Assistant helps:
Shopping Assistant asks about the shopper’s style preferences and customization needs, then recommends the right product and options so they can feel confident the final piece is exactly their style. The experience feels quick, helpful, and designed to guide shoppers toward a high investment purchase.
Results:
- GMV uplift: +22.59%
7. Recommend furniture that works well together
Decorating a home is personal, and shoppers often want reassurance that a new piece will blend with what they already own. Questions about color palettes, textures, and proportions come up constantly. And without guidance, it’s easy for shoppers to feel unsure about hitting “add to cart.”
How Shopping Assistant helps:
Giving shoppers personalized styling support helps them visualize how pieces will work in their home.
Shoppers receive styling suggestions based on their existing space as well as recommendations on pieces that complement their color palette.
It even guides them toward a 60-minute virtual styling consultation when they need deeper help. The experience feels thoughtful and high-touch, which is why shoppers often spend more once they feel confident in their choices.
Results:
- AOV uplift: +97.15%
- Chat CVR: 10.3%
8. Reassure shoppers about flavor before purchase
When shoppers discover a new drink mix, they’re bound to have questions before committing. How strong will it taste? How much should they use? Will it work with their preferred drink or routine? Uncertainty at this stage can stall the purchase or lead to disappointment later.
How Shopping Assistant helps:
Clear, friendly guidance in chat helps shoppers understand exactly how to use the product. Shopping Assistant answers questions about serving size, flavor strength, and pairing options, and suggests the best way to prepare the mix based on the shopper’s preferences.
Results:
- Chat CVR: 12.75%
9. Match supplements to age, lifestyle, and health goals
Shopping for health supplements can feel confusing fast. Customers often have questions about which formulas fit their age, health goals, or daily routine. Without clear guidance, most will hesitate or pick the wrong product.
How Shopping Assistant helps:
Shopping Assistant detects hesitation when shoppers linger on a search results page. It proactively asks a few clarifying questions, narrows down product options, and points shoppers to the best product or bundle for their needs.
The entire experience feels supportive and gives shoppers confidence they’ve picked the right option.
Results:
- AOV uplift: +16.4%
- Chat CVR: 15.15%
10. Align products with safety needs in kids’ rooms
Shopping for kids’ furniture comes with a lot of “Is this the right one?” moments. Parents want something safe, sturdy, and sized correctly for their child’s age. With so many options, it’s easy to feel unsure about what will actually work in their space.
How Shopping Assistant helps:
Shopping Assistant guides parents toward the best fit right away. It asks about their child’s age, room layout, and safety considerations, then recommends the most appropriate bed or furniture setup. The experience feels like chatting with a knowledgeable salesperson who understands what families actually need as kids grow.
Results:
- GMV uplift: +12.26%
- AOV uplift: +10.19%
11. Clarify technical specs that create hesitation
Even something as simple as choosing a toothbrush can feel complicated when multiple models come with different speeds, materials, and features. Shoppers want to understand what matters so they can pick the one that fits their routine and budget.
How Shopping Assistant helps:
Choosing between toothbrush models shouldn’t feel like decoding tech specs. When shoppers can see the key differences in plain language, including what’s unique, how each model works, and who it’s best for, they can make a decision with ease.
Suddenly, the whole process feels simple instead of overwhelming.
Results:
- AOV uplift: +11.27%
- Chat CVR: 8.55%
What these results tell us
Across all 11 brands, one theme is clear. When shoppers get the guidance they need at the right moment, they convert more confidently and often spend more.
Here’s what stands out:
- AOV jumps when products are technical or high in consideration. Home decor, supplements, and outdoor gear see the biggest lifts because shoppers feel more confident committing to higher-priced items once the details are explained.
- CVR surges in categories with complex decisions. Lingerie, apparel, and personal styling all showed strong conversion rates because shoppers finally get clarity on fit, shade, or style.
- GMV rises when AI removes friction from the buying journey. Furniture and beauty saw meaningful gains thanks to personalized recommendations that reduce uncertainty and push shoppers toward the right product faster.
- The use cases reveal clear upsell opportunities. If your team sees recurring questions about sizing, shade matching, product differences, or how items work together, that’s a strong signal that guided selling can drive more revenue.
What this means for you:
Look closely at your most common pre-purchase questions. Anywhere shoppers hesitate from fit, shade, technical specs, styling, bundles is a place where Shopping Assistant can step in, boost confidence, and unlock more sales.
Want Shopping Assistant results like these?
If you notice the same patterns in your own store, such as shoppers hesitating over sizing, shade matching, product comparisons, or technical details, guided shopping can make an immediate impact. These moments are often your biggest opportunities to increase revenue and improve the buying experience.
Many of the brands in this post started by identifying their most common pre-purchase questions and letting AI handle them at scale. You can do the same.
If you want to boost conversions, lift AOV, and create a smoother path to purchase, now is a great time to explore guided shopping for your team.
Book a demo or activate Shopping Assistant to get started.
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Your Support Team Drives More Revenue Than You Think: Conversational Commerce Metrics
TL;DR:
- Support chats can now be directly tied to revenue. Brands are measuring conversations by conversion rate, average order value (AOV), and GMV influenced.
- AI resolution rate is only valuable if the answers are accurate and helpful. A high resolution rate doesn’t matter if it leads to poor recommendations — the best AI both deflects volume and drives confident purchases.
- Chat conversion rates often outperform traditional channels. Brands like Arc’teryx saw a 75% lift in conversions (from 4% to 7%) when AI handled high-intent product questions.
- Shoppers who chat often spend more. Conversations lead to higher AOVs by helping customers understand products, explore upgrades, and discover add-ons — not just through upselling, but smarter guidance.
Conversational commerce finally has a scoreboard.
For years, CX leaders knew support conversations mattered, they just couldn’t prove how much. Conversations lived in that gray area of ecommerce where shoppers got answers, agents did their best, and everyone agreed the channel was “important”…
But tying those interactions back to actual revenue? Nearly impossible.
Fast forward to today, and everything has changed.
Real-time conversations — whether handled by a human agent or powered by AI — now leave a measurable footprint across the entire customer journey. You can see how many conversations directly influenced a purchase.
In other words, conversational commerce is finally something CX teams can measure, optimize, and scale with confidence.
Why measuring conversational commerce matters now
If you want to prove the value of your CX strategy to your CFO, your marketing team, or your CEO, you need data, not anecdotes.
Leadership isn’t swayed by “We think conversations help shoppers.” They want to see the receipts. They want to know exactly how interactions influence revenue, which conversations drive conversion, and where AI meaningfully reduces workload without sacrificing quality.
That’s why conversational commerce metrics matter now more than ever. This gives CX leaders a way to:
- Quantify the revenue influence of conversations
- Understand where AI improves efficiency — and where humans add the most value
- Make informed decisions on staffing, automation, and channel investment
- Turn CX into a profit center instead of a cost center
These metrics let you track impact with clarity and confidence.
And once you can measure it, you can build a stronger case for deeper investment in conversational tools and strategy.
The 4 metric categories that define conversational commerce success
So, what exactly should CX teams be measuring?
While conversational commerce touches every part of the customer journey, the most meaningful insights fall into four core categories:
- Automation performance
- Conversion & revenue impact
- Engagement quality
- Discounting behavior
Let’s dive into each.
Automation performance metrics
If you want to understand how well your conversational commerce strategy is working, automation performance is the first place to look. These metrics reveal how effectively AI is resolving shopper needs, reducing ticket volume, and stepping into revenue-driving conversations at scale.
The two most foundational metrics?
1. Resolution rate: Are AI-led conversations actually helpful?
Resolution rate measures how many conversations your AI handles from start to finish without needing a human to take over. On paper, high resolution rates sound like a guaranteed win. It suggests your AI is handling product questions, sizing concerns, shade matching, order guidance, and more — all without adding to your team’s workload.
But a high resolution rate doesn’t automatically mean your AI is performing well.
Yes, the ticket was “resolved,” but was the customer actually helped? Was the answer accurate? Did the shopper leave satisfied or frustrated?
This is where quality assurance becomes essential. Your AI should be resolving tickets accurately and helpfully, not simply checking boxes.
At its best, a strong resolution rate signals that your AI is:
- Confidently answering product questions
- Guiding shoppers to the right SKU, variant, shade, size, or style
- Reducing cart abandonment caused by confusion
- Helping pre-sale shoppers convert faster
When resolution rate quality goes up, so does revenue influence.
You can see this clearly with beauty brands, where accuracy matters enormously. bareMinerals, for example, used to receive a flood of shade-matching questions. Everything from “Which concealer matches my undertone?” to “This foundation shade was discontinued; what’s the closest match?”
Before AI, these questions required well-trained agents and often created inconsistencies depending on who answered.
Once they introduced Shopping Assistant, resolution rate suddenly became more meaningful. AI wasn’t just closing tickets; it was giving smarter, more confident recommendations than many agents could deliver at scale, especially after hours.
That accuracy paid off.
AI-influenced purchases at bareMinerals had zero returns in the first 30 days because customers were finally getting the right shade the first time.
That’s the difference between “resolved” and resolved well.
2. Zero-touch tickets: How many tickets never reach a human?
The zero-touch ticket rate measures something slightly different: the percentage of conversations AI manages entirely on its own, without ever being escalated to an agent.
This metric is a direct lens into:
- Workload reduction
- Team efficiency
- Cost savings
- AI’s ability to own high-volume question types
More importantly, deflection widens the funnel for more revenue-driven conversations.
When AI deflects more inbound questions, your support team can focus on conversations that truly require human expertise, including returns exceptions, escalations, VIP shoppers, and emotionally sensitive interactions.
Brands with strong deflection rates typically see:
- Shorter wait times
- Higher CSAT
- Lower support costs
- More AI-influenced revenue
Conversion and revenue impact metrics
If automation metrics tell you how well your AI is working, conversion and revenue metrics tell you how well it’s selling.
This category is where conversational commerce really proves its value because it shows the direct financial impact of every human- or AI-led interaction.
1. Chat Conversion Rate (CVR): How often do conversations turn into purchases?
Chat conversion rate measures the percentage of conversations that end in a purchase, and it’s one of the clearest indicators of whether your conversational strategy is influencing shopper decisions.
A strong CVR tells you that conversations are:
- Building confidence
- Removing hesitation
- Guiding shoppers toward the right product
You see this clearly with brands selling technical or performance-driven products.
Outdoor apparel shoppers, for example, don’t just need “a jacket” — they need to know which jacket will hold up in specific temperatures, conditions, or terrains. A well-trained AI can step into that moment and convert uncertainty into action.
Arc’teryx saw this firsthand.
Once Shopping Assistant started handling their high-intent pre-purchase questions, their chat conversion rate jumped dramatically — from 4% to 7%. A 75% lift.
That’s what happens when shoppers finally get the expert guidance they’ve been searching for.
2. GMV influenced: The revenue ripple effect of conversations
Not every shopper buys the moment they finish a chat. Some take a few hours. Some need a day or two. Some want to compare specs or read reviews before committing.
GMV influenced captures this “tail effect” by tracking revenue within 1–3 days of a conversation.
It’s especially powerful for:
- High-consideration purchases (like outdoor gear, home furniture, equipment)
- Products with many options, specs, or configurations
- Shoppers who need reassurance before buying
In Arc’teryx’s case, shoppers often take time to confirm they’re choosing the right technical gear.
Yet even with that natural pause in behavior, Shopping Assistant still influenced 3.7% of all revenue, not by forcing instant decisions, but by providing the clarity people needed to make the right one.
3. AOV from conversational commerce: Do conversations lead to bigger carts?
This metric looks at the average order value of shoppers who engage in a conversation versus those who don’t.
If the conversational AOV is higher, it means your AI or agents are educating customers in ways that naturally expand the cart.
Examples of AOV-lifting conversations include:
- Recommending complementary gear, tools, or accessories
- Suggesting upgraded options based on needs
- Helping shoppers understand the difference between product tiers
- Explaining why a specific product is worth the investment
When conversations are done well, AOV increases not because shoppers are being upsold, but because they’re being guided.
4. ROI of AI-powered conversations: The metric your leadership cares most about
ROI compares the revenue generated by conversational AI to the cost of the tool itself — in short, this is the number that turns heads in boardrooms.
Strong ROI shows that your AI:
- Does the work of multiple agents
- Drives new revenue, not just ticket deflection
- Provides accurate answers consistently, at any time
- Delivers a high-quality experience without expanding headcount
When ROI looks like that, AI stops being a “tool” and starts being an undeniable growth lever.
Related: The hidden power and ROI of automated customer support
Engagement metrics that indicate purchase intent
Not every metric in conversational commerce is a final outcome. Some are early signals that show whether shoppers are interested, paying attention, and moving closer to a purchase.
These engagement metrics are especially valuable because they reveal why conversations convert, not just whether they do. When engagement goes up, conversion usually follows.
1. Click-Through Rate (CTR): Are shoppers acting on the products your AI recommends?
CTR measures the percentage of shoppers who click the product links shared during a conversation. It’s one of the cleanest leading indicators of buyer intent because it reflects a moment where curiosity turns into action.
If CTR is high, it’s a sign that:
- Your recommendations are relevant
- The conversation is persuasive
- The shopper trusts the guidance they’re getting
- The AI is surfacing the right product at the right time
In other words, CTR tells you which conversations are influencing shopping behavior.
And the connection between CTR and revenue is often tighter than teams expect.
Just look at what happened with Caitlyn Minimalist. When they began comparing the results of human-led conversations versus AI-assisted ones over a 90-day period, CTR became one of the clearest predictors of success. Their Shopping Assistant consistently drove meaningful engagement with its recommendations — an 18% click-through rate on the products it suggested.
That level of engagement translated directly into better outcomes:
- AI-driven conversations converted at 20%, compared to just 8% for human agents
- Many of those clicks led to multi-item purchases
- Overall, the brand experienced a 50% lift in sales from AI-assisted chats compared to human-only ones
When shoppers click, they’re moving deeper into the buying cycle. Strong CTR makes it easier to forecast conversion and understand how well your conversational flows are guiding shoppers toward the right products.
Discounting behavior metrics
Discounting can be one of the fastest ways to nudge a shopper toward checkout, but it’s also one of the fastest ways to erode margins.
That’s why discount-related metrics matter so much in conversational commerce.
They show not just whether AI is using discounts, but how effectively those discounts are driving conversions.
1. Discounts offered: Are incentives being used strategically or too often?
This metric tracks how many discount codes or promotional offers your AI is sharing during conversations.
Ideally, discounts should be purposeful — timed to moments when a shopper hesitates or needs an extra nudge — not rolled out as a one-size-fits-all script. When you monitor “discounts offered,” you can ensure that incentives are being used as conversion tools, not crutches.
This visibility becomes particularly important at high-intent touchpoints, such as exit intent or cart recovery interactions, where a small incentive can meaningfully increase conversion if used correctly.
2. Discounts applied: Are those discounts actually influencing the purchase?
Offering a discount is one thing. Seeing whether customers use it is another.
A high “discounts applied” rate suggests:
- The offer was compelling
- The timing was right
- The shopper truly needed that incentive to convert
A low usage rate tells a different story: Your team (or your AI) is discounting unnecessarily.
This metric alone often surprises brands. More often than not, CX teams discover they can discount less without hurting conversion, or that a non-discount incentive (like a relevant product recommendation) performs just as well.
Understanding this relationship helps teams tighten their promotional strategy, protect margins, and use discounts only where they actually drive incremental revenue.
How CX teams use these metrics to make better decisions
Once you know which metrics matter, the next step is building a system that brings them together in one place.
Think of your conversational commerce scorecard as a decision-making engine — something that helps you understand performance at a glance, spot bottlenecks, optimize AI, and guide shoppers more effectively.
In Gorgias, you can customize your analytics dashboard to watch the metrics that matter most to your brand. This becomes the single source of truth for understanding how conversations influence revenue.
Here’s what a powerful dashboard unlocks:
1. You learn where AI performs best (and where humans outperform)
Some parts of the customer journey are perfect for AI: repetitive questions, product education, sizing guidance, shade matching, order status checks.
Others still benefit from human support, like emotional conversations, complex troubleshooting, multi-item styling, or high-value VIP concerns.
Metrics like resolution rate, zero-touch ticket rate, and chat conversion rate show you exactly which is which.
When you track these consistently, you can:
- Identify conversation types AI should fully own
- Spot where AI needs more training
- Allocate human agents to higher-value conversations
- Decide when humans should step in to drive stronger outcomes
For example, if AI handles 80% of sizing questions successfully but struggles with multi-item styling advice, that tells you where to invest in improving AI, and where human expertise should remain the default.
2. You uncover what shoppers actually need to convert
Metrics like CTR, CVR, and conversational AOV reveal the inner workings of shopper decision-making. They show which recommendations resonate, which don’t, and which messaging actually moves someone to purchase.
With these insights, CX teams can:
- Refine product recommendations
- Improve conversation flows that stall out
- Adjust the tone or structure of AI messaging
- Draft stronger scripts for human agents
- Identify recurring questions that indicate missing PDP information
For instance, if shoppers repeatedly ask clarifying questions about a product’s material or fit, that’s a signal for merchandising or product teams.
If recommendations with social proof get high engagement, marketing can integrate that insight into on-site messaging.
Conversations reveal what customers really care about — often before analytics do.
3. You prove that conversations directly drive revenue
This is the moment when the scorecard stops being a CX tool and becomes a business tool.
A clear set of metrics shows how conversations tie to:
- GMV influenced
- AOV lift
- Revenue generated by AI
- ROI of conversational commerce tools
When a CX leader walks into a meeting and says, “Our AI Assistant influenced 5% of last month’s revenue” or “Conversational shoppers have a 20% higher AOV,” the perception of CX changes instantly.
You’re no longer a support cost. You’re a revenue channel.
And once you have numbers like ROI or revenue influence in hand, it becomes nearly impossible for anyone to argue against further investment in CX automation.
4. You identify where shoppers are dropping off or hesitating
A scorecard doesn’t just show what’s working, it surfaces what’s not.
Metrics make friction obvious:
Once you identify these patterns, you can run targeted experiments:
- Test new scripts or flows
- Adjust product recommendations
- Add social proof or benefit framing
- Reassess discounting strategies
- Rework messaging on key PDPs
Compounded over time, these moments create major lifts in conversion and revenue.
5. You create a feedback loop across marketing, merchandising, and product
One of the biggest hidden values of conversational data is how it strengthens cross-functional decision-making.
A clear analytics dashboard gives teams visibility into:
- Unclear or missing product information (from repeated questions)
- Merchandising opportunities (from your most popular products)
- Landing page or PDP improvements (from drop-off points)
- Messaging that resonates with real customers (from AI messages)
Suddenly, CX isn’t just answering questions — it’s informing strategy across the business.
CX drives revenue when you measure what matters
With the right metrics in place, CX leaders can finally quantify the impact of every interaction, and use that data to shape smarter, more profitable customer journeys.
If you're ready to measure — and scale — the impact of your conversations, tools like Gorgias AI Agent and Shopping Assistant give CX teams the visibility, accuracy, and performance needed to turn every interaction into revenue.
Want to see it in action? Book a demo and discover what conversational commerce can do for your bottom line.
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