Per-Resolution vs Flat Pricing for Ecommerce Support: The Math

A merchant comparing support tools needs two estimates: the expected bill and the capacity available at that bill. A low headline price answers neither question on its own. Start with your actual workload, then apply each vendor’s billing definition.

Per-resolution and flat subscription pricing measure different things

Separate incoming tickets, customer conversations, AI replies, billable outcomes and active contacts. A conversation may need multiple AI replies. It may also be handed to a person without matching your internal definition of a successfully resolved issue. Track both the vendor’s billing metric and your own customer-service outcome.

Gorgias describes ticket-based helpdesk pricing and AI billing when a conversation is resolved; it is not a per-agent helpdesk price. Intercom describes Fin outcomes and distinguishes its platform plans from Fin used with an existing helpdesk. Tidio distinguishes human conversations, Lyro AI allowances and Flows visitors. Consult the selected provider’s current terms instead of reusing historical prices.

Build the estimate from a representative month

Export or sample a period that includes both ordinary questions and exceptions. Count how many conversations receive AI replies, how many replies each needs and how many require human follow-up. Separate spam and test traffic so you can check whether the vendor includes them in billing. Record staffed hours and channels; a change in channel mix can change the workload.

For an outcome-priced tool, estimate billable outcomes using that tool’s definition and add any applicable platform, seat and channel charges. For a fixed subscription, choose a plan that supports the required features and reply volume. Include optional add-ons and use the actual annual commitment when comparing yearly billing.

A hypothetical example illustrates the difference: 500 conversations with an average of three AI replies require 1,500 AI replies. That does not establish 500 billable outcomes, nor prove that all 500 issues were solved. The example is arithmetic, not an observed Kolton result.

Kolton’s current plans and stopping behavior

Kolton offers Free at $0 with 50 AI replies per month, Starter at $49/month or $470/year with 400 replies per month, Pro at $249/month or $2,240/year with 3,000 replies per month, and Max at $1,197/month or $9,340/year with 15,000 included replies per month. Annual plans retain a monthly reply allowance.

Free, Starter and Pro pause AI replies at the included limit until an upgrade or the next billing cycle. Max continues beyond its included volume at no extra charge. Kolton has no per-resolution or overage billing. Optional extra-store add-ons cost extra. Pro and Max include all supported channels, AI comment replies and cart recovery. Verify the complete configuration on the pricing page.

Stress-test a peak period

Repeat the estimate for a promotion or seasonal peak. Check whether a tool stops, bills overage, requires an upgrade or has a configurable spending limit. Assign a person to watch the queue and define how unanswered messages will be handled if capacity or connectivity fails. A predictable invoice does not by itself guarantee continuous service on every plan.

Compare value without promising a saving

Judge answer correctness, permission checks, repeat contacts and handoff quality alongside the invoice. A cheap automated answer that creates a second contact may cost more staff time. A higher automation rate does not establish higher customer satisfaction or incremental sales.

Use contribution margin after discounts and refunds for revenue estimates, and separate estimated time savings from cash savings. Choose a tool only after testing your own questions and confirming current terms. No universal cost winner or guaranteed return on investment follows from the billing model alone.