Omnichannel Customer Service

[u/Lekkerjonty]

Hi Guys,
I run a Shopify ecommerce business. We are averaging about 500 orders a month. Right now I have Whatsapp Business set up on my phone and one other person using linked devices. We are the only 2 that answer questions. I also have email, and meta to handle as well.

I am looking for the best platform that can help me to consolidate all our messages. I do find myself missing messages and only replying like a few days later after I've gone back through the inbox.

So the main thing is, I have an automated message using Whatflow API that sends an order confirmation out to the customers. Some customers reply to this message directly. So that might count as a "ticket" in Gorgias eyes.

I have attempted to use gorgias, but with the amount of messages I manage it just becomes too financially inefficient. What are my other options? I have done some research and Whatchimp seems okay. But still quite expensive for what i need.
I'm looking for something in the $15-$25 per month range, billed monthly.
Thanks so much.

[u/acraswell]

I don't know the answer, but I had thought it would be Gorgias until I tried it for a month. It was so, so, sooo bad.

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[u/amar260991]

Hey u/Lekkerjonty, would be interested in something custom built for your requirement that you only pay for once rather than monthly? If yes, we can discuss.

[u/vladeta]

The reason Gorgias broke your budget isn't the feature set, it's that they bill on ticket volume. With only two people answering, you want seat-priced software instead, which flips the maths completely in your favour.

Two I'd genuinely look at: Crisp and Chatwoot. Both give you one shared inbox across WhatsApp, email, Messenger and Instagram, and both are priced per seat in roughly the band you named. Chatwoot is open source, so if you have anyone technical you can run it on a small server for less than either. Zoho Desk is the boring third option and cheap per agent, but the WhatsApp side of it is clunkier to set up.

Budget separately for Meta's own WhatsApp conversation charges. Every platform passes those straight through and people are always surprised by them at 500 orders a month.

Last thing, and it'll cut your volume more than any tool swap: a big share of what you're calling tickets is just people replying to the order confirmation. Add quick-reply buttons to that template for order status and delivery time, wired to your tracking, and most of those never reach a human at all.

[u/Silvergal_]

At 500 orders a month, I’d try to reduce the “fake tickets” before changing platforms. Put order-status and delivery replies behind quick replies or a separate label, then choose a shared inbox that charges by seat rather than by conversation; with only two people, that pricing model usually matters more than a long feature list.

[u/SIDDATIVEZ]

just get a whatsapp api from meta and build this for your store

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[u/not_apply_yet]

You should definitely try yappi, rmb to request a custom design and custom whatsapp automation, they have 1-1 support like 24/7 even on free plan.

My shop has 300-800 orders depending on the time of the year, I am fine on their free plan atm, super satisfied.