Start with the shopping decision.

For a commerce-led project, start with the decisions preventing a purchase: suitability, compatibility, differences and tradeoffs. For a support-led project, start with service requests, order issues and agent workflows. A retailer may need both.

An illustrative journey starts with “Will it fit my space?”, clarifies dimensions and preferences, finds suitable products, compares differences and guides the shopper toward purchase or a sales conversation. Agree the available actions for your store during setup.

Define eligible pages and visitors before launch, including shoppers who have never opened a support request. Track how many see the assistant, engage and progress toward purchase.

Review conversation outcomes to understand questions and friction. Randomly assign eligible visitors to assistant-enabled and control groups, keeping each visitor in the same group throughout the test. Compare revenue using the same measurement unit, including visitors who never chat. Sales attributed to conversations alone do not establish incremental revenue.

Gengage’s published retail holdout reports revenue per product-page visitor-day. Review its assignment, attribution window and limitations before applying the result to another store.

Yes. Gorgias Shopping Assistant and Fin for Ecommerce offer shopping capabilities, including product recommendations. Their support heritage does not mean they only reduce tickets. Compare the current products against your catalog, storefront, support workflow, installation needs and revenue measurement plan.

Start self-service setup with your public store URL. No product feed or backend API connection is required to begin. The integration team reviews capabilities and ownership before you install one storefront script. Agree the shopping journeys and measurement plan before launch.