OnSite Support
- Company typePrivate
- Founded2016
- HeadquartersNew York, United States
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
OnSite Support firmographics
Firmographics- Name
- OnSite Support
- Legal name
- Onsite Support
- Website
- https://onsitesupport.io
- Company type
- Private
- Founded year
- 2016
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Ownership category
- akta.pro rank
Where OnSite Support is headquartered
LocationHeadquarters
- HQ city
- New York
- HQ country
- United States
- HQ region
- North America
Markets served
OnSite Support business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Infrastructure, Marketing or Sales, Operations
Revenue model
- SaaS Subscription - Growth Tier: Primary revenue from $299/month subscription covering 3 agents with unlimited AI interactions, unlimited marketplaces, and unlimited automations. Additional agents at $59/agent/month. Annual plan at $3,000/year ($250/month) saves $588 annually.
- SaaS Subscription - Enterprise Tier: Custom pricing for large-scale operations including unlimited agent seats, dedicated account manager, custom integrations, API access, multi-brand support, and SLA guarantees.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Freemium | Pay-as-you-go | Free Trial - 30 days, no credit card required |
| Subscription | Monthly | Growth - $299/month (3 agents included) |
| Subscription | Multi-year contract | Enterprise - Custom pricing for large-scale operations |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels4 records
OnSite Support product offering
Product offeringCore offering
OnSite Support is an AI-powered ecommerce helpdesk SaaS platform that unifies customer messages from 50+ channels (including Amazon, Shopify, Walmart, eBay, WhatsApp, Instagram, and email) into a single workspace. It embeds live order data, AI-assisted replies, and policy-aware decisioning directly inside support tickets, enabling agents to issue refunds, send replacements, and generate return labels without tab switching. The platform targets ecommerce brands and 3PL-style marketplace sellers who need consolidated multi-channel support operations, with flat per-team pricing and built-in migration tools from Zendesk, Gorgias, and Help Scout.
Product overview
Onsite Support is a unified AI-powered ecommerce helpdesk platform built specifically for multi-marketplace support operations. The core product combines a unified inbox for 50+ channels (Amazon, Shopify, Walmart, eBay, WhatsApp, Instagram, etc.), Onsite AI for intelligent ticket resolution, and ChannelReply for marketplace-specific order actions. The platform integrates natively with major CRMs (Salesforce, HubSpot, Zoho) and communication tools (Slack, Aircall, JustCall), and includes a Data Migration Tool for seamless transitions from Zendesk, Gorgias, or Help Scout. Pricing is flat at $299/month for 3 agents with unlimited AI interactions and marketplace connections.
Differentiator
Problem solved
Functional benefit
Products and services
- Onsite Support AI-powered ecommerce helpdesk SaaS platform that transforms support tickets into operational workspaces. Provides a unified inbox across 50+ channels, live order intelligence, AI-assisted replies, policy-aware decisions, in-ticket order actions (refunds, replacements, return labels), chatbots, a self-service knowledge base, AI Product Experts, and analytics. Targets ecommerce brands and sellers managing support across multiple marketplaces such as Amazon, Shopify, Walmart, eBay, and TikTok Shop.
- Onsite AI AI intelligence layer within Onsite Support that reads actual orders, checks brand-specific policies, and suggests accurate responses. Enables agents to resolve tickets in one click by recommending refund, replace, or escalate actions based on custom rules. Powers AI-assisted replies and AI Product Experts trained on brand policies and knowledge base for 24/7 pre- and post-purchase customer engagement.
- ChannelReply Included marketplace connector that enables order data, customer messages, and action processing (refunds, replacements, cancellations) directly within tickets for Amazon, Shopify, Walmart, eBay, and other connected marketplaces. Designed for ecommerce support teams that need native marketplace integrations without third-party middleware.
Quantifiable outcome
- 96% efficiency increase
- +4 more outcomes
Companies that use OnSite Support
Customer profileNamed customers4 records
Segments3 records
Ideal customer profiles3 records
OnSite Support technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration37 records
AI capability6 records
Feature10 records
OnSite Support partnerships and signals
Strategic signalPartnerships
Ten partnerships are on record, tiered core, major and flagship.
- AmazoncoreNative integration with Amazon marketplace. Pulls order data, customer messages, and product data. Supports refunds, replacements, and cancellations directly from tickets. Includes Amazon PLS (Package Loss Support) enrollment.
- ShopifycoreNative ecommerce platform integration for order data and customer message synchronization.
- WalmartcoreNative Walmart marketplace integration with order data and customer messaging capabilities.
- eBaycoreNative eBay marketplace integration for order data and customer message synchronization.
- SalesforcemajorCRM integration for customer data synchronization and workflow management.
- HubSpotmajorCRM integration for customer data synchronization and workflow management.
- WhatsAppmajorMessaging channel integration for customer communication via WhatsApp within unified inbox.
- AircallmajorVoice/telephony integration with call routing to tickets and call transcription.
- JiramajorTicket routing integration for pushing support tickets to Jira project management.
- ThreecoltsflagshipParent company providing shared infrastructure (Threecolts Manager), affiliate program ([email protected]), and integrated product ecosystem for ecommerce sellers.
Scale indicators8 records
Recent moves6 records
Expansion highlights6 records
OnSite Support competitors and assessment
Company assessmentEmerging players
- Tidio: Tidio is an AI customer service and live chat platform popular with SMB ecommerce brands. It overlaps with OnSite in the SMB self-serve segment, particularly Shopify merchants.
- Richpanel: Richpanel is an ecommerce customer service platform focused on Shopify brands with self-service portals and AI. It overlaps with OnSite's SMB and mid-market seller base with a comparable product wedge.
Direct peers
- Re:amaze: Re:amaze is a helpdesk and live chat platform for ecommerce, with strong Shopify integration and order context features. It targets a similar SMB-to-mid-market seller base as OnSite.
- Help Scout: Help Scout is a customer support platform popular with SMB and mid-market ecommerce brands. OnSite offers a free migration tool specifically from Help Scout, indicating direct competitive overlap in the same customer base.
- Kustomer: Kustomer is a CRM-first customer service platform acquired by Meta and now independent, with strong AI and omnichannel capabilities. It serves mid-market and enterprise ecommerce and DTC brands that overlap with OnSite's enterprise tier.
- Gorgias: Gorgias is the leading ecommerce-focused helpdesk, serving Shopify, BigCommerce, and Magento brands with similar AI-assisted replies, order context, and refund automation. It is OnSite's most direct competitor in the multi-marketplace support category.
- eDesk: eDesk is an ecommerce helpdesk built for marketplace sellers on Amazon, eBay, and Shopify with AI-assisted replies and order intelligence. It directly competes with OnSite in the same ecommerce seller segment.
Broad incumbents
- Zendesk: Zendesk is the dominant general-purpose customer service platform, used by ecommerce brands but spanning all industries. OnSite explicitly benchmarks its pricing against Zendesk, and Zendesk's AI agent rollout is a direct competitive threat.
- Freshdesk (Freshworks): Freshdesk is a broad, well-funded customer support platform used by ecommerce and non-ecommerce businesses alike. It competes on price and AI (Freddy AI) and serves a similar SMB-to-enterprise range.
- Intercom: Intercom is a customer service and AI agent platform serving ecommerce and SaaS customers with Fin AI. It competes in the AI-first support category and is increasingly targeting ecommerce operators.
Market position
Strengths4 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights6 records
Customer concentration
OnSite Support social profiles
Digital presenceOnSite Support financial estimates
Financial estimateRevenue estimate
Valuation estimate
OnSite Support leadership team
Management profileNumber of profiles
OnSite Support funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
OnSite Support M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about OnSite Support
What does OnSite Support do?
OnSite Support is an AI-powered ecommerce helpdesk SaaS platform that unifies customer messages from 50+ channels (including Amazon, Shopify, Walmart, eBay, WhatsApp, Instagram, and email) into a single workspace. It embeds live order data, AI-assisted replies, and policy-aware decisioning directly inside support tickets, enabling agents to issue refunds, send replacements, and generate return labels without tab switching. The platform targets ecommerce brands and 3PL-style marketplace sellers who need consolidated multi-channel support operations, with flat per-team pricing and built-in migration tools from Zendesk, Gorgias, and Help Scout.
Is OnSite Support a public or private company?
OnSite Support is a private company. It is classified as corporate owned and is currently operating.
When was OnSite Support founded?
OnSite Support was founded in 2016. It employs 11 to 50 people.
Where is OnSite Support based?
OnSite Support is headquartered in New York, United States, in the North America region.
How does OnSite Support make money?
Two revenue lines are on record. SaaS Subscription - Growth Tier is the primary driver. The others are saaS Subscription - Enterprise Tier.
Who are OnSite Support's main competitors?
Emerging players on record are Tidio and Richpanel. Direct peers are Re:amaze, Help Scout, Kustomer, Gorgias and eDesk. Broad incumbents are Zendesk, Freshdesk (Freshworks) and Intercom.
Does OnSite Support have an API?
No public API is recorded for OnSite Support.