The Top 10 Tools Developers Use to Automate Ecommerce Customer Support in 2025

Ecommerce is a 24/7 operation and you need it to run smoothly. Whether it’s a cart glitch at midnight or a refund request on Sunday morning, shoppers expect quick, helpful responses every time. Meeting that kind of demand personally becomes very difficult to scale after a while.

That’s where automation steps in. Developers and support teams are leaning on smarter tools more than ever to handle the pressure. It’s not just chatbots anymore, now we’ve got AI-powered help desks, no-code workflows, and API-first platforms that can run large parts of support on autopilot.

Can these tools fully replace human ecommerce customer support? No, but they’re not meant to. They support your team, dealing with the repetitive queries that take up so much time. You’ll still need to increase your team size at some stage, but you can do that easily through outsourcing.

In the meantime, finding the right tools makes it easier to scale up support. But what are the “right” tools? That depends on you and your business. In this post, we’re looking at what developers are using in 2025 to keep ecommerce support running smoothly.

1. Zendesk AI

Best for: All-in-one automated support with deep ecommerce integrations

Zendesk has been around forever, but its latest AI suite is a significant upgrade. It’s built specifically for ecommerce, with machine learning that keeps improving the more it’s used.

It offers macros that adapt over time, intent detection to get tickets to the right place, and triage tools that prioritize based on urgency and tone. There’s also built-in support for multiple languages, which is great for stores with a global customer base.

Developers can hook Zendesk into just about anything. The open APIs make it easy to build workflows, connect to platforms like Shopify, and even surface AI suggestions inside custom dashboards.

Developers love the smart defaults and flexibility for custom builds.

2. Gorgias

Best for: Ecommerce-focused helpdesk with Shopify superpowers

Zendesk is a general tool, but Gorgias zones in on ecommerce specifically. It integrates directly with Shopify, BigCommerce, and Magento, so agents, human and AI, can handle refunds, track packages, and manage orders without jumping between tabs.

Automation features help cut the repetitive tasks, such as:

• Smart autoresponders that handle common questions
• Workflows to tag or escalate tickets
• Widgets that pull in live order data for self-service

Developers get full API access, so it’s easy to sync with CRMs or customize support for unique store setups. Say, for example, you run a niche store that sells crocheted toys. You’ll want to customize your store as much as possible.

Developers love it because it speaks fluent ecommerce, especially if you’re on Shopify.

3. Intercom Fin AI Copilot

Best for: AI-first support with advanced automation logic

Intercom’s Fin AI Copilot is a go-to for teams that want AI to handle the heavy lifting. It’s powered by retrieval-augmented generation (RAG), which means it pulls answers directly from your documentation and product data, not some generic AI model.

This year’s version gives developers even more control. You can automate multi-step tasks, like order lookups or ID verification, and plug in your own APIs to get live data into the conversation.

There’s also a visual interface, so support managers can build workflows alongside developers without touching code.

Developers love it because it has strong AI and is fully customizable.

4. Tidio + Lyro AI

Best for: Small to medium business needing scalable automation on a budget

Tidio makes automation accessible without sacrificing performance. It combines live chat, bots, and ticketing in one clean interface. Lyro AI, its conversational assistant, now handles the majority of common support requests right out of the box.

You can train Lyro using your own docs or product info, then drop in prebuilt templates for things like tracking or returns. Shopify and WooCommerce integrations add real-time order data to the mix.

There’s also a dev-friendly API and webhook system for custom setups.

Developers love it because it’s lightweight, cost-effective, and surprisingly flexible.

5. Freshdesk with Freddy AI

Best for: Mid-sized businesses scaling omnichannel support

Freshdesk hits a sweet spot for growing ecommerce teams. Freddy AI takes care of the usual, suggesting help articles, predicting intent, and managing simpler queries via bots.

The flow builder tool makes it easy to build out automated, multi-channel workflows based on customer behavior. Developers can wire it into other systems using Freshdesk’s APIs and expand from there.

Developers love it because it’s fast to deploy, easy to scale, and rich enough to handle complex use cases.

6. Re:amaze

Best for: Blending support with marketing automation

Re:amaze is built for teams that want their support and marketing tools in sync. You’ve got live chat, email, SMS, and push notifications all in one place. Better yet, they’re all automatable.

It can trigger workflows based on tags, order status, or even browsing behavior. Bots qualify leads and answer FAQs, while proactive messages help recover carts and nudge conversions.

Developers get full control over how these triggers fire thanks to a flexible API and JavaScript SDK.

Developers love it because of the flexible API and highly customizable interface.

7. Tawk.to with Custom Triggers

Best for: Lightweight automation on a live chat platform

Tawk.to is a live chat tool that’s free, which makes it a favorite for ecommerce teams. It doesn’t have the AI chops of other platforms, but it’s surprisingly customizable.

You can fire messages based on visitor actions, style the widget with your own branding, and use webhooks to push data wherever you need it. It covers the essentials without trying to do too much.

Developers love it because it's free to use, easy to work with, and perfect for simple setups.

8. Kustomer (Meta)

Best for: Enterprise-scale support powered by customer timelines

Kustomer, now owned by Meta, organizes everything around customer timelines. You get a full view of each interaction, purchase, and message, all in one stream. That’s a huge plus for teams that want context before responding.

Automation flows use that timeline to act smarter. Bots can step in when an order is delayed or a user reaches a key milestone, with messaging extending across channels like WhatsApp, Facebook, and Instagram.

The API lets developers feed even more data into the timeline or build workflows off custom events.

Developers love its total visibility, real-time data, and automation that reacts to what customers actually do.

9. Help Scout with Beacon AI

Best for: Human-centered automation for growing DTC brands

Help Scout puts people first, but still gives you tools to automate the basics. Beacon, its AI-powered widget, helps customers find answers on their own and only brings in humans when needed.

It understands intent, suggests helpful articles, and keeps things simple. You can also pull in order data from Shopify or other platforms to make the experience feel more personal.

You can use the API to fine-tune who sees what, when, and how.

Developers love it because it keeps automation invisible and customers never feel like they’re talking to a machine.

10. Botpress Cloud

Best for: Custom bot development without black-box AI

Botpress Cloud is for teams who want to create their own bots without getting locked into a black-box system. It’s modular, open, and developer-first.

You can build logic visually or dive into the code, customize NLP modules, and track everything your bot says or does. New in 2025, it now connects directly with platforms like Stripe and Shopify.

Developers love the full control from end-to-end and total transparency about how it works.

Choosing the Right Tool for Your Stack

There’s no single “best” automation tool. It really comes down to your platform, your scale, and how much flexibility you need. Shopify users will get a lot out of Gorgias or Tidio. If you’ve got a custom setup or complex logic to automate, Intercom or Botpress are worth a closer look.

Small shops might stick with free or lightweight options like Tawk.to. Bigger brands looking for deep customer insights will gravitate toward something like Kustomer.

The sweet spot is a setup where automation handles the routine stuff and real people step in for the moments that matter.

Featured Image by Freepik.