The Shift in E-Commerce Support Architecture
For years, Gorgias has been the default recommendation for Shopify merchants. But as e-commerce brands enter 2026, two major issues have driven store owners to reconsider: escalating ticket-based pricing and widget load speed degradation.
1. Pricing Philosophy: Ticket Caps vs Flat-Rate Predictability
Gorgias bills businesses by monthly ticket volume. If an unexpected marketing campaign goes viral or a shipping carrier encounters delays, your ticket volume doubles—and your Gorgias bill doubles with it. During Black Friday / Cyber Monday (BFCM), merchants routinely receive shock invoices with thousands of dollars in overage charges.
In contrast, Zeqalune operates on transparent, flat-rate monthly plans (€15 to €79/month). Whether you resolve 500 or 15,000 conversations, your monthly cost remains completely predictable with zero per-ticket penalties.
2. Web Performance & Core Web Vitals
Conversion rates drop by 4.4% for every additional second of page load time. The Gorgias widget script carries significant legacy overhead that can lower mobile Google Lighthouse scores. Zeqalune's widget is built with vanilla JavaScript and native Shadow DOM encapsulation, loading in under 30ms from Cloudflare Edge with a footprint under 30KB.
3. Autonomous AI Resolution (Lune AI vs Gorgias AI)
While Gorgias uses rule-based macros and add-on AI answers, Zeqalune's Lune AI utilizes strict Retrieval-Augmented Generation (RAG) grounded directly in your Shopify store's policies and live fulfillment status. Lune AI verifies customer emails and order numbers deterministically before replying with carrier tracking links.
Summary Verdict
- Choose Gorgias if you rely heavily on phone support or legacy SMS ticketing.
- Choose Zeqalune if you want ultra-fast live chat, autonomous AI order resolution with zero bot taxes, live visitor radar, and flat-rate predictability.