Question 1

What is the AI ROI calculator?

Accepted Answer

The AI ROI calculator estimates how much you could save by using Gladly in your customer service operation. It uses your team size, cost per contact, and monthly ticket volume to show a projected total savings amount and an estimated percentage cost reduction for your CX.

Question 2

Who should use the AI ROI calculator?

Accepted Answer

Anyone responsible for customer service costs or headcount can use it, including CX leaders, operations teams, and finance partners. It is especially helpful for ecommerce and Shopify brands and for small and medium sized businesses that need a clear ROI story before investing in AI.

Question 3

What information do I need to use the AI ROI calculator?

Accepted Answer

You only need a few numbers you probably already track.
Number of support agents
Current cost per contact
Average monthly ticket volume across email, chat, voice, and SMS
With those inputs, the calculator can generate a personalized ROI estimate for your CX.

Question 4

How does the calculator estimate savings from AI customer service?

Accepted Answer

The calculator combines your inputs with typical efficiency gains from AI-powered support. It assumes AI can automate routine tasks and assist agents in more complex conversations, which lowers your cost per contact and increases the capacity of your team. The output is an estimated cost reduction percentage and total savings number.

Question 5

Does this work as a Shopify customer service ROI calculator?

Accepted Answer

Yes. You can treat this as a Shopify customer service ROI calculator by entering the contact volume and costs from your Shopify powered store. Because Gladly has a native Shopify integration that surfaces order history, lifetime value, and refunds inside the platform, the savings model fits common Shopify use cases like order status, returns, and exchanges.

Question 6

Can AI customer support really help small Shopify stores and small teams?

Accepted Answer

Yes. Small and fast growing Shopify brands often see outsized impact from AI because a large share of tickets are repeatable questions about orders, shipping, and returns. With Gladly and Shopify, AI can automate those workflows and free a lean team to focus on higher value conversations instead of adding more headcount.

Question 7

Do I need to be a Gladly or Shopify customer to use the calculator?

Accepted Answer

No. You can use the AI ROI calculator even if you are just exploring AI for customer service or have not chosen a platform yet. If you do run on Shopify, Gladly offers a native integration and a free to install Shopify app that connects store data to your CX platform when you are ready to move forward.

Question 8

What channels and use cases does the calculator assume?

Accepted Answer

The calculator is designed for the main service channels most B2C brands use.
Email support
Live chat and messaging
Voice and phone support
SMS and text
Typical use cases include order status, returns and refunds, product questions, and account updates, where AI can either resolve the request or prepare the agent with full context.

Question 9

How should I use my ROI report with leadership?

Accepted Answer

Use your ROI report as a one page business case. Lead with the estimated cost reduction and total savings number, then tie that to specific AI use cases you want to pilot, such as automating order related questions for Shopify shoppers or deflecting simple tickets from a small CX team. This makes it easier for finance and leadership to compare AI investment to the status quo.

Question 10

What data does the AI ROI calculator use and how is it handled?

Accepted Answer

The calculator only uses high level business inputs, such as agent count, contact volume, and average cost per contact. You do not need to upload customer lists or order level data to get a result. For details on how data is handled across the site, you can review the privacy and security policies linked in the footer.

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