The presale-specialist layer, in full.
Everything Tideover does once it’s bolted onto your helpdesk — how it plugs in, how it reads each order’s real timeline, and how it stacks up against a generic helpdesk AI.
A calm layer on top of the stack you already run.
We don’t replace your helpdesk. We bolt on, take the presale tickets, and answer the long wait — while everything else stays exactly as it is.
Plugs into your existing stack
We bolt onto the Gorgias, Tidio, or Intercom you already run. No migration, no second inbox, no infra change.
Knows each order's real timeline
Tideover reads order data and your production schedule, so every reply is grounded in where that specific order actually is — tooling, production, QC, packing, dispatch.
Timeline-aware, day-stage replies
A Day 7 nudge and a Day 89 worry need different words. Replies meet the buyer at the emotional stage they're in, in confidence bands — never an invented hard date.
Every novel reply is human-approved
Nothing auto-fires a promise. New situations get a real person's eyes before they ever reach your customer.
| Generic helpdesk Gorgias / Tidio / Intercom | Tideover | |
|---|---|---|
| Knows it's a preorder | Treats it like any ticket | Built for it |
| Knows the real timeline | No production context | Reads each order's schedule |
| Handles the 60–120 day journey | One reply, then silence | Day-stage reassurance |
| Tone | Canned & transactional | Warm, human, calm |
| Replaces your stack | It is the stack | Plugs in — nothing to replace |
| Setup | Migration, new tool to learn | Bolt-on — zero infra change |
| Pricing model | Ticket fee, plus a per-AI-resolution meter* | One flat fee on presale tickets |
| Who approves replies | A confidence threshold decides | You approve every reply |
| If you leave | Export what you can | Already in your helpdesk; status page off |
Gorgias publishes AI Agent pricing of roughly $0.90–1.00 per resolved conversation, billed on top of its per-ticket fee. (Source: Gorgias published pricing.)
In 2020 I started a gym-equipment business the week the gyms closed. I closed $200K in orders in my first seven days — and that was the start of the hardest two years of my working life.
Every one of those orders shipped into the worst freight delays in e-commerce history. Customers waited 60 days and more, and every morning the inbox refilled with the same question: where is my order? I couldn’t make a single container move faster. The only real job was convincing good people to wait a little longer, then doing it again the next day.
That’s where Tideover came from. The name is literal — I spent two years tiding customers over, learning order by order what keeps someone calm through a long wait and what turns a delay into a chargeback. Then I built that judgment into software, because instinct doesn’t scale. At 11pm, on your three-hundredth ‘where’s my order?’ email, instinct fails.
Those numbers — $200K in week one, 60-plus-day waits, two years of it — are my own account of my own business. They stay the only numbers on this page until real merchant results, shared with permission, replace them.
— Dylan
A plain-spoken proof pledge
No invented metric. No fake testimonial. No borrowed logo. No unearned star rating. Every number on this page is a target measured against your own baseline — and the full refund-reduction case study lands only after a real cohort completes.
The tide always comes in. Their order is coming.
Start with a free 15-minute presale-support teardown — a real operator looking at your real support, no pitch. We’ll tell you straight whether we can help.