TL;DR:

• Consolidation doesn’t mean giving up flexibility. The right all-in-one tools are modular and API-friendly, so teams can customize and integrate freely.
• You gain efficiency, not lose features. One platform means fewer gaps, less manual work, and faster support.
• It’s more affordable and faster than you think. Consolidation cuts hidden costs and delivers ROI quickly.
• Gorgias is built for ecommerce. With a deep Shopify integration and 100+ apps to connect to, it can scale with CX teams, no matter their size.

If your CX team is juggling a dozen different tools just to answer one support ticket, you’re not alone. According to our 2025 Ecommerce Trends report, 42.28% of ecommerce professionals use six or more tools every day. Plus, nearly 40% spend $5,000–$50,000 annually on their tech stack.

That’s a lot of money and a lot of tabs.

It’s no wonder “tech stack fatigue” is setting in. But while many brands are ready to simplify, there’s still hesitation around consolidation. The biggest fear is that all-in-one tools are too rigid or basic to handle the complexity of a growing business.

But the truth is, consolidation doesn’t mean compromise. When done right, it means clarity, speed, and control. It also means fewer tools, smoother workflows, and faster customer support. 

Let’s bust some myths and show you what smart consolidation looks like.

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Myth #1: “All-in-one tools are too rigid”

One of the biggest blockers to consolidation is compatibility. Fifty-two percent of ecommerce professionals said they hesitate to consolidate because they’re worried about tools not playing nicely together. 

That hesitation makes sense. In the past, “all-in-one” tools meant being locked into a single provider’s ecosystem, with limited integrations and rigid workflows. For CX teams managing fast-moving ops and dozens of tools, from email and returns to reviews and subscriptions, the idea of losing flexibility is a non-starter. 

Reality: All-in-one tools are modular, not monolithic

Modern support platforms have moved away from monolithic systems and toward modular API-friendly designs that give brands control instead of constraints. 

If you choose the right platform, consolidation doesn’t lead to a loss of functionality. Instead, it means getting a better-connected system that works smarter.

Just ask Audien Hearing who uses Gorgias’s open API to create an integration with its warehouse software to manage returns directly in Gorgias instead of a shared Google spreadsheet.

They also combine the power of Gorgias Voice with an integration to Aircall to resolve thousands of questions a day. This integration enables agents to access customer and order data directly from Gorgias while on a call—staying in one workspace.

“It's amazing that we're able to create any custom solutions we want with Gorgias's open API. Gorgias is way more than a typical helpdesk if you utilize the features it offers,” says Zoe Kahn, VP of Retention and Customer Experience at Audien Hearing.

Read more: The Gorgias & Shopify integration: 8 features your support team will love 

Myth #2: “We’ll lose features we rely on”

Another common hesitation around consolidation is the risk of putting all your eggs in one basket. If everything runs through one tool, what happens when something breaks or you need to pivot?

It’s understandable, many teams worry that one tool can’t possibly do everything well. Maybe it won’t support their preferred channels, or the automation will be too limited. Or maybe they’ve been burned by a platform that promised too much and delivered too little.

Reality: All-in-one tools reduce gaps, not capabilities

In reality, consolidating gives CX teams more freedom, not less.

Instead of stitching together half a dozen tools and hoping they sync, teams using a single, well-integrated platform gain:

• A centralized view of the customer
• Cleaner workflows with fewer manual handoffs
• Less time spent training agents on multiple systems
• And fewer gaps in data or context

Under one system, your team doesn’t have to jump between tabs anymore. They can just focus on helping customers, quickly and consistently.

Take it from Osea Malibu, a seaweed‑infused skincare brand that transformed their support quality assurance process using Gorgias Auto QA. Their manual QA system was time-consuming and couldn’t scale as ticket volume surged. But the switch made impressive improvements:

• QA time reduced by 75%, from over an hour per week to just 15 minutes
• 100% of tickets now automatically quality‑checked, instead of a small manual sample
• CSAT increased (during BFCM) to 4.74/5, reflecting better consistency and faster resolutions

“Gorgias Auto QA saved me so much time. What used to take over an hour now only takes 15 minutes a week, and I no longer have to worry about spreadsheets.” —Sare Sahagun, Customer Care Manager at Osea Malibu

Myth #3: “Consolidation is expensive and time-consuming”

On paper, consolidation sounds smart. But 47.6% of ecommerce professionals say cost is a barrier, and 40.3% worry about the time it takes to implement a new system.

Sticking with a fragmented stack isn’t exactly cheap or quick, either. Between training new agents, managing multiple vendors, and patching together tools that don’t fully sync, the hidden costs add up fast.

Reality: Consolidation reduces overhead and busywork

It’s not actually consolidation that drains your resources—it’s complexity. And with Gorgias, simplifying pays off fast.

Trove Brands is a standout example. After centralizing their support with Gorgias, they implemented AI-powered order cancellation workflows and saw:

• 45% of tickets automated, cutting manual workload
• 70% reduction in failed order cancellations, saving costs and frustration
• 99.93% faster first response time during BFCM 2024 (from 11 hours 30 minutes to just 30 seconds)

Related: The hidden cost of not adopting AI in ecommerce

What’s the top benefit of consolidating your tech stack?

The biggest benefit of fewer tools is efficiency. It’s also a direct line to real business impact.

Constant tab-switching and duplicate data entry mean way too much time spent managing platforms instead of helping customers.

When you consolidate your tech stack, your team spends less time learning new systems, chasing down info, or waiting for one tool to sync with another. 

Instead, they get everything they need in one place, faster replies, smoother workflows, and happier customers.

And that all adds up to better CSAT, lower churn, and a support team that’s finally free to focus on what matters.

What makes Gorgias different from other all-in-one platforms?

Gorgias is built specifically for ecommerce brands, with features that reflect the way CX teams actually work.

As Shopify’s only Premier Partner for customer support, we offer a native integration that pulls in key order data and context automatically, so agents have everything they need without switching platforms. That means conversations, AI, automation, revenue data, and reporting are in one place.

Our open app ecosystem allows you to connect to 100+ tools like Shopify, Klaviyo, Yotpo, and Recharge in just a few clicks. Need more customization? Our add-ons, like AI Agent and Voice let you level up at your own pace.

Whether you're handling hundreds of tickets a week or scaling globally, Gorgias adapts—so you don’t have to keep reinventing your support stack every six months.

Time to rethink your stack

Dr. Bronner’s, a globally recognized organic soap and personal care brand, made the switch from Salesforce to Gorgias to keep up with growing support demands, and it paid off fast.

Here are the results they saw with Gorgias:

• $100,000 saved in the first year by cutting licensing and developer costs
• 45% of all customer queries automated after just 2 months
• 74% reduction in ticket resolution time, powering faster support
• 11% increase in CSAT, thanks to quicker, more personalized responses

“We don’t get boxed out because we only work with Gorgias tools. Gorgias deeply understands the needs of CX, Shopify, and orders and how those tools work together so that it’s really easy for us to work across the board throughout those tools and that didn’t exist in our last setup at all,” says Emily McEnany, Senior CX Manager at Dr. Bronner’s.

If you’re still stitching together half a dozen tools to handle support, it might be time to ask: Is your tech stack helping you or holding you back?

With Gorgias, you get centralization and flexibility, so your team can move faster, serve better, and scale smarter.

Book a demo or dive into the full 2025 Ecommerce Trends report to see how other brands are rethinking their stacks.

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TL;DR:

• Shoppers won’t wait for help—so they leave. Without instant answers, you’re losing sales to hesitation and unanswered questions.
• AI shopping assistants step in right away. They guide, recommend, and resolve concerns in real time, 24/7.
• They boost conversions and AOV. Brands like Pepper and TUSHY saw up to 62% more conversions after adding one.
• They go beyond chatbots. AI assistants proactively sell, using browsing behavior to tailor messages and close more carts.
• Gorgias Shopping Assistant is built for Shopify brands. It starts conversations, mirrors your brand voice, uses browsing data, suggests products, and sends dynamic discounts.

Shoppers aren’t always going to reach out and ask the questions they have, especially if they’re going to have to wait for a response from a CX team. 

That means you’re losing sales to friction, indecision, or information gaps. 

In 2025, the average cart abandonment rate is 70.19%. But if you can find an AI tool that doubles as a support and sales agent, it could make all the difference. 

Gorgias’s Shopping Assistant, for example, has brought a 62% uplift in conversion rate for brands that implement it.

Ahead, learn where you can leverage an AI shopping assistant to increase conversions and craft better purchase experiences. 

What is an AI shopping assistant? 

An AI shopping assistant is a chat tool powered by AI to provide pre-sales support for shoppers. It can answer questions, make product recommendations, and help guide shoppers in the right direction if they’re stuck. 

Gorgias's Shopping Assistant is a powerful, hyper-personalized AI tool built for Shopify brands. Unlike other AI tools, Shopping Assistant starts conversations with customers, not the other way around. It’s uniquely tailored for each customer by tracking browsing behavior during each session and remembering what shoppers say, keeping conversations natural and recommendations relevant. 

It’ll also chat with shoppers in your own brand voice, as its responses are pulled right from the knowledge you feed it. 

At which point do brands lose sales in the customer journey?

The stages of the customer journey where common drop-off points occur for brands that lack proactive support include: 

• Discovery (casual browsing)
• Interested (considering making a purchase)
• Ready to buy (strong purchase intent)  

1) Discovery (casual browsing) 

There’s a big chance that shoppers—especially first-timers—have questions, but aren’t willing to wait for a human to get back to them. And when your CX team is off the clock? Customers will likely leave altogether.

An AI shopping assistant can help you engage customers right away, even outside your business hours.

Bra brand Pepper uses Gorgias Shopping Assistant to help shoppers find their perfect size. When it detects hesitation, Shopping Assistant points customers to the sizing guide.

This proactive approach creates an easy path for conversation and sets the precedent that any questions will be answered immediately, providing a better––and less confusing––experience. 

“With Shopping Assistant, we’re not just putting information in our customers’ hands; we’re putting bras in their hands,” says Gabrielle McWhirter, CX Operations Lead at Pepper. 

Impact these metrics 📈

For shoppers in the Discovery stage, using a Shopping Assistant boosts clicks and time on site and reduces bounce rate. It does this by surfacing specific questions on relevant product pages. Pepper boosted their conversion rate by 19% with Gorgias Shopping Assistant.

Read more: How Pepper’s AI Agent automates 54% of support and converts 19% of conversations

2) Interested (considering making a purchase)  

In a retail environment, a salesperson can give shoppers recommendations by asking a few questions, especially if they’re unsure of what to buy. 

AI shopping assistants have the ability to mirror those in-person shopping experiences by interacting with customers in real-time to help them find their perfect match.

Shoppers can give as much (e.g., “Help! What dress is suitable for a wedding reception?”) or as little information as they’d like, and the AI shopping assistant will do the rest. 

It’s possible even for questions that are slightly vague, like a customer who types in “how to make up” without any other context:

For example, jewelry shop Caitlyn Minimalist uses Shopping Assistant to recommend products, engaging interested customers and bringing them closer to a purchase.

“As a result of Shopping Assistant, we've seen a measurable lift in AOV through more meaningful customer interactions,” says Anthony Ponce, Head of Customer Experience at Caitlyn Minimalist. 

“Our clients are provided the right information at the right time, creating a seamless experience that builds trust and drives confident purchases." 

Impact these metrics 📈

According to data from Gorgias, email is the highest volume support channel, with ~25% of that tied to pre-sales. AI shopping assistants tackle these pre-sales asks and also upsell by recommending complementary products. This can lead to a boost in average order value (AOV) and conversion rate. 

Read more: How Caitlyn Minimalist uses Shopping Assistant to turn single purchases into jewelry collections

3) Ready to buy (strong purchase intent) 

The main reasons customers abandoned a cart in 2025 include:

• Extra costs (like shipping, fees, taxes) - 39% 
• Delivery times were too slow - 21% 
• Checkout was too complicated or long - 18% 
• Didn’t like return policy - 15% 

An AI shopping assistant can mitigate or resolve these issues. They resolve crucial questions—like delivery time or return policies—that need in-the-moment answers. By alleviating pre-sale concerns, they give customers the confidence to make a purchase.

For example, bidet brand TUSHY leverages Shopping Assistant to answer questions about toilet compatibility that might flush a pending sale. 

Aside from quelling customer concerns, Shopping Assistant can also send discount codes to close deals. Unlike general discount codes you find across the internet, these discounts are uniquely generated for each customer, keeping them engaged and on your site.

Impact these metrics 📈

AI shopping assistants can reduce cart abandonment rate and increase conversion rate. Gorgias Shopping Assistant adjusts to your sales strategy by sending customers discount codes that can be the final nudge to checkout.

Read more: How TUSHY uses Shopping Assistant to drive 190% higher chat conversion rate by building customer confidence

Why traditional chatbots don’t cut it anymore

Most AI tools are built just for support. They deflect tickets and answer FAQs, but they’re not built to sell. 

Shopping Assistant proves that support teams can also drive revenue by upselling, suggesting exchanges, and giving shoppers the confidence to try a brand for the first time (or to give it another shot).

Gorgias’s AI Shopping Assistant uses context-based decision making and looks for specific behavioral signals: 

• Products viewed - Which product pages have they visited?
• Pages views - What pages have they explored, like FAQs, reviews or categories?
• Current page - Which page are they currently browsing?
• Purchase history – What have they bought from this brand before?
• Cart data - What items are currently in their cart?

Improve conversions with Gorgias Shopping Assistant 

Ultimately, the cost of not adopting AI can be higher than the investment of implementing it. 77.2% of ecommerce professionals use AI to improve their work. Why not extend those benefits to your customers? 

AI Shopping Assistants help you create better customer experiences overall. These tools help reduce customer effort, increase average order value, save would-be-lost sales, and create more customer touchpoints.  

Hire the always-on Shopping Assistant that never misses a sale.

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TL;DR:

• Shopping Assistant is your new AI sales closer. It jumps in when shoppers hesitate, delivering real-time, personalized support that drives conversions.
• It boosts revenue by acting like your best salesperson. It knows when to recommend, upsell, or offer a discount, without being pushy.
• It remembers what shoppers do mid-session. That means smarter conversations, better suggestions, and bigger order values.
• It’s already delivering results. Brands using Shopping Assistant are seeing 62% more conversions, 10% higher AOV, and 5x ROI.
• You control the strategy. Customize how it promotes discounts, when it steps in, and how it speaks.

What’s the common factor between shoppers debating between products and considering a splurge? Hesitation. 

Today’s shoppers are overwhelmed with choices. They don’t want to be left to figure things out on their own. They want guidance.

But most brands are missing that crucial piece of the puzzle. They lack a strategy that accompanies shoppers on their journey. A tool that encourages shoppers to proceed to checkout. And, ultimately, a customer experience devoid of a sales approach.

That’s why we built Shopping Assistant, an AI Agent that proactively engages browsers, offers context-aware product recommendations, and turns hesitation into conversions in real time.

And it’s working. Brands using Shopping Assistant are seeing a 62% uplift in conversion, 10% higher average order value, and 5x ROI.

Here’s a closer look at what’s behind the magic.

AI-powered shopping, built for sales

Most traditional chatbots passively wait for questions and deliver answers that aren’t personalized to each shopper's preferences. 

Unlike these bots, Shopping Assistant reads real-time signals like pages viewed, cart contents, and conversation tone. This results in a solution that not only offers support but also offers personalized, proactive selling. This enables Shopping Assistant to continuously refine and adjust its playbook, evolving with each shopper as their journey matures.

Here’s how Shopping Assistant engages with customers across the shopping journey:

1. Discovery: Gathers preferences and educates.
2. Interested: Makes targeted product suggestions.
3. Ready to Buy: Assists with checkout, nudges purchases with discounts.

Take this example below. When a customer vaguely asks “how to make up,” Shopping Assistant interprets it as a sign of interest in makeup products and recommends a starter kit.

Personalization that understands you

Where traditional bots reset with every message, Shopping Assistant does the opposite. It has built-in context-aware intelligence that remembers what shoppers have clicked, viewed, and added to their cart during a session. 

This enables natural, relevant, and persuasive conversations that truly resonate with each shopper. It goes beyond reading messages and observes behavior to adapt its responses.

That means it knows if someone has:

• Viewed three red lipsticks but didn’t add to cart
• Repeatedly checked sizing info for the same dress
• Added two serums to their cart after browsing dry skin FAQs

With plenty of context to work with, Shopping Assistant is not only smarter but also more profitable than the average chatbot. It drives more conversions with product recommendations and lifts average order value with timely upsells based on what’s been added to the cart or viewed. 

Here’s what it looks like in action: When a customer engages through a product page, Shopping Assistant recommends a matching outfit, suggesting it’s aware of alternate product variants and the customer's likely interest in that style.

Dynamic discounts that convert without undercutting

Promotions are powerful, but they’re not one-size-fits-all. 

With Shopping Assistant, merchants can define their discount strategy to align with their brand. These strategies can range from offering no deals to using aggressive promotions. 

Once the strategy is set, Shopping Assistant waits for hesitation and customer intent to trigger a discount, firing it at the most conversion-worthy moment.

Proactive engagement in 3 ways

Shopping Assistant initiates conversations. It’s built to engage shoppers, spotting when they linger or show signs of confusion, stepping in with timely, personalized help.

Every second counts in ecommerce. If a shopper pauses on a product page or is left scrolling through an endless search results page, Shopping Assistant detects it in real-time and reaches out with a relevant prompt like:

• “Need help picking the right shade?”
• “Want to know our return policy before you buy?”

Here’s how Shopping Assistant reduces drop-off, builds confidence, and drives faster decision-making in three different ways.

1. Suggested product questions 

Shopping Assistant automatically triggers commonly asked questions depending on the product currently being viewed. In one click, shoppers can get the answer to the question they’re curious about. This combats hesitation caused by a lack of information, resulting in more confident conversions.

2. Ask Anything Input

When shoppers land on the homepage, it’s easy to become overwhelmed and not know where to navigate. The Ask Anything Input provides an easy way to start a conversation with Shopping Assistant and get the guidance they need.

Shopping Assistant can refine its response to the customer based on the page context. For example, when the customer is on a product page, Shopping Assistant knows exactly what product is being asked about.

3. Trigger on Search

Shopping Assistant can step in to offer pinpointed help based on a shopper’s search query. Instead of scrolling through a results page, Shopping Assistant triggers a message based on what the shopper entered, offering an easier and faster way to find what they need.

Smart recommendations and relevant upsells

Shopping Assistant’s suggestions are rooted in real context: what the shopper has viewed, added to cart, or asked about. Whether they’re exploring a specific product line or revisiting a category they’ve shown interest in, Shopping Assistant delivers relevant upsells and complementary items that make sense for the customer.

This personalized approach to upselling increases cart size without feeling forced—it’s smart, seamless, and sales-driven.

Shopping Assistant can even turn vague product questions into upsell opportunities. By asking questions, it learns more about an individual to come up with recommendations that best fit their preferences.

Try Shopping Assistant today

Shopping Assistant is transforming the way shoppers engage and helping ecommerce brands sell more effectively. Through smarter conversations and real-time personalization, it turns every interaction into an opportunity to convert, build trust, and drive revenue.

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