Best customer support software for ecommerce

AI's answer · live, with web access

Gorgias

Owned

97/100 slot score

100% of answers name it

1st avg. position

+29 ahead of Zendesk

Gorgias owns this question outright, appearing first in every single answer across all 12 responses.

Gorgias scores 97 and holds the number one position in all 12 answers, a margin of 29 points over Zendesk at 68, which is the only other brand to match its 100% mention rate. The gap widens further down: eDesk and Re:amaze both sit at 75% mention rates but average positions of 4 to 5, showing up as secondary picks rather than primary recommendations. The core reason the answers give is Shopify-native order context, meaning agents see fulfillment status and order history without switching tabs, which directly addresses what an ecommerce brand needs that a general helpdesk does not.

AI-generated analysis of the September 2026 measurements.

The full field

Every brand recommended for this question, from 12 answers across ChatGPT, Perplexity, and Gemini.

#	Brand	Slot score	Appears in	Avg. position
1	Gorgias	97	100%	1st
2	Zendesk	68	100%	#5
3	eDesk	59	75%	#4
4	Re:amaze	52	75%	#5
5	Gladly	52	67%	#4
6	Freshdesk	40	67%	#6
7	Richpanel	31	50%	#6
8	Help Scout	28	50%	#6

Slot score is position-weighted, 0 to 100: being recommended first counts far more than a trailing mention. "Appears in" is the share of answers naming the brand at all.

How this was measured

ChatGPT, Perplexity, and Gemini each answered this question in two phrasings, several times each, with live web access and citations: the closest API-reachable version of the real assistant experience (no personalization or account memory, which no vendor can provide). Model-memory answers (no web) are measured separately and shown above as a comparison surface. A brand counts once per answer that recommends it. The exact questions:

• "What's the best customer support software for an ecommerce brand?"
• "We're a direct-to-consumer ecommerce brand doing most of our volume on our own store. Which customer support software should we use?"

Part of the Customer Support ranking. Method details on the methodology page. Rankings reflect measured AI answers, not paid placement.

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