Gorgias vs Kustomer: Top Differences and Similarities
Posted: Wed Dec 04, 2024 8:22 am
Gorgias and Kustomer are great tools to enhance customer support operations for your business. Both the tools offer a shared inbox for you to integrate multiple support channels on a single dashboard. But the differences between Gorgias vs Kustomer will help you make the right decision when choosing between them.
Also, finding the right ecommerce customer service tool that fits your needs will help you:
support more customers
speed up responses
save the time your support team spends canada mobile phone number list on managing queries and tracking orders
And offer the best customer experience that you possibly can.
So let’s get started with finding the customer support tool for your business.
Table of Contents
Gorgias vs Kustomer - A Quick Comparison
Overview - Gorgias and Kustomer
Top Differences Between Gorgias and Kustomer
Top Similarities Between Gorgias and Kustomer
Customers reviews for Gorgias and Kustomer
FAQs
Considering a better and more affordable option?
Gorgias vs Kustomer - A Quick Comparison
If you’re looking for a tool that has features from the best support tools on the market, try DelightChat for free for the next 30 days.
Overview - Gorgias and Kustomer
Let’s begin by understanding the differences between Gorgias and Kustomer. Here’s a quick context for both the tools before we start with our comparison.
Gorgias is a help desk (help center or customer support) for eCommerce stores that allows your customer service team to manage all customer service in one place - be it emails, live chat, phone conversations, or social media.
Kustomer offers a customer-centric instead of a ticket-centric tool in the ecommerce helpdesk space. They offer in-ticket customer data that gives agents a full timeline of orders, interactions, and even their browsing history on your website. Kustomer integrates with email, chat, SMS, voice, WhatsApp, Facebook Messenger, and Twitter forming a complete omnichannel helpdesk.
Looking for a feature-rich and affordable Shopify helpdesk?
Try DelightChat, the omnichannel helpdesk that lets you manage support across channels from one screen while helping you save 10+ hours every week through automations.
Learn more
Top Differences Between Gorgias and Kustomer
While both the tools offer amazing features that help you with your ecommerce support operations, the differences between Gorgias and Kustomer can help you make an informed decision.
Deep Shopify Integration
For Shopify businesses, it’s a hassle to move between customer conversations and the Shopify dashboard to work with custom orders. A tool that integrates with Shopify can help streamline these operations very well.
Gorgias is built to make ecommerce customer service easy for you. You can connect sales and support for the ecommerce platform you sell on, like Shopify, Magento, and BigCommerce to Gorgias. If you are a Shopify store owner, you can easily modify, cancel, duplicate, and refund customer orders from the conversation screen.
Along with that, any canned response templates that you create on Gorgias can have Shopify data variables like the order number, tracking link, value, and more. The only caveat is that Gorgias has a steep learning curve and can be cumbersome to use.
Kustomer integrates with multiple ecommerce platforms. However, the integration isn’t as deeply built within the tool as compared to Gorgias. You can certainly work with orders, issue refunds, or redo orders on the chat screen. But there is no functionality to use the order data within canned responses or any template messages that you create on Kustomer.
Alternatively, if you want deep Shopify integration, a great user interface, and all major support channels, try DelightChat.
Deep Shopify Integration: Gorgias
| Kustomer 
Automated responses
Customer queries are often related to order status, refund policies, general product information, etc. And the answers can be provided by using a tailored and automated response.
Gorgias lets you create intent-based auto-response sequences so you can respond to customer requests in the most appropriate manner. These auto-responses can also be customized with variables that are pulled from various integrations to create a truly personal experience.
For example, if a customer requests order tracking information, Gorgias can identify the intent with the help of the keywords in the query and send a response template that you’ve set for “order tracking” intent.
Kustomer offers workflows that allow you to create custom rules and responses for specific conversations. You can perform keyword identification to create targeted workflows. But with Kustomer, you cannot automatically add order details from Shopify like with Gorgias.
While it may not be a dealbreaker, it’s something to consider for Shopify users.
Automated Responses: Gorgias | Kustomer
Mobile App
Support is quickly becoming remote and as such, the ecommerce support tool that you choose needs to be mobile-friendly.
Gorgias offers a dedicated mobile app for customer support teams to respond to customers on the go. Most of the features that are necessary for support personnel are available on the app.
Kustomer does not have a mobile app at present. So this might be a deal-breaker for some store owners who expect on-the-go support capabilities.
Mobile App: Gorgias | Kustomer
Support Channels
The more support channels a customer service tool can integrate with, the wider the audience can be.
Gorgias lets you integrate email, live chat, phone calls, and Facebook messenger and comments.
Kustomer allows users to integrate with email, SMS, voice, WhatsApp, Facebook Messenger, and Twitter.
If you need a Shopify-focused support tool that also integrates with Twitter and WhatsApp, DelightChat has all the features you need.
Support Channels: Gorgias | Kustomer
Live Chat
There are always people who believe that adding live chat to the website is useful, and some who feel it's unnecessary.
In either case, it is a good idea to have an optional chat feature on the tool.
Gorgias offers its integrated live chat widget that you can add to your website. The live chat widget is also connected to the dashboard to the other support channels and you can trigger rule-based automation to respond to customer messages too.
Kustomer does not offer a live chat widget as they believe that it is an unnecessary addition. It may be a good choice if you are sure that you do not want a live chat on your website.
Live Chat: Gorgias | Kustomer
Integrations
As you scale your ecommerce business, you begin using more and more tools to streamline the operations. An additional tool in your arsenal could either increase your workload or make it even easier to work collaboratively.
Gorgias integrates with most of the major business tools out there like Slack, Gmail, Zapier, Helpdocs, Manychat, and more. From all the reviews that I’ve done, Gorgias supports a lot more integrations compared to most other ecommerce support tools out there.
Kustomer has fewer integrations with business tools. While you can always create your integrations using the Kustomer API, you need developer help to work on the project.
Integrations: Gorgias | Kustomer
Knowledge Base
You need to let customers self-serve themselves with FAQs and knowledge base articles. The option to create an FAQ page on your website and share the links to customers always exists, it’s not convenient when users ping you on live chat.
Gorgias does not offer a built-in knowledge base that you can use for your customers or your team members to learn from. You can however integrate with Helpdocs, an external knowledge base, which comes at an additional cost.
Kustomer allows you to create an internal and public knowledge base for your team members and customers. You can set the permissions for knowledge base articles to be either private or public based on the needs.
Knowledge base: Gorgias | Kustomer
Automatic Spam Detection
A lot of messages that come in are out-of-office responses or simply spam. But it adds to the agent’s workload to look through the messages and find out if it’s spam or not.
With Gorgias, you can create business logic to identify spam and out-of-office replies and close the tickets or drop them in a separate category. But it may not work all the time if you haven’t accounted for the different keywords and cases with spam messages.
Kustomer offers built-in spam and out-of-office message detection system that automatically identifies these messages with high accuracy and closes the tickets. No manual intervention is required. Your agents no longer have to work through the different tickets to find out which ones need a reply and which ones don’t.
Automated Spam Detection: Gorgias | Kustomer
Pricing
Gorgias starts at $60/month for 350 monthly tickets and unlimited agents. This plan includes the integration with Shopify, live-chat, macros and rules, and much more.
Kustomer is priced on a per-agent basis. Starting at $89/agent/month, the pricing makes it operationally expensive to scale support teams if you do not initially plan to spend a lot of money.
Pricing: Gorgias | Kustom
Also, finding the right ecommerce customer service tool that fits your needs will help you:
support more customers
speed up responses
save the time your support team spends canada mobile phone number list on managing queries and tracking orders
And offer the best customer experience that you possibly can.
So let’s get started with finding the customer support tool for your business.
Table of Contents
Gorgias vs Kustomer - A Quick Comparison
Overview - Gorgias and Kustomer
Top Differences Between Gorgias and Kustomer
Top Similarities Between Gorgias and Kustomer
Customers reviews for Gorgias and Kustomer
FAQs
Considering a better and more affordable option?
Gorgias vs Kustomer - A Quick Comparison
If you’re looking for a tool that has features from the best support tools on the market, try DelightChat for free for the next 30 days.
Overview - Gorgias and Kustomer
Let’s begin by understanding the differences between Gorgias and Kustomer. Here’s a quick context for both the tools before we start with our comparison.
Gorgias is a help desk (help center or customer support) for eCommerce stores that allows your customer service team to manage all customer service in one place - be it emails, live chat, phone conversations, or social media.
Kustomer offers a customer-centric instead of a ticket-centric tool in the ecommerce helpdesk space. They offer in-ticket customer data that gives agents a full timeline of orders, interactions, and even their browsing history on your website. Kustomer integrates with email, chat, SMS, voice, WhatsApp, Facebook Messenger, and Twitter forming a complete omnichannel helpdesk.
Looking for a feature-rich and affordable Shopify helpdesk?
Try DelightChat, the omnichannel helpdesk that lets you manage support across channels from one screen while helping you save 10+ hours every week through automations.
Learn moreTop Differences Between Gorgias and Kustomer
While both the tools offer amazing features that help you with your ecommerce support operations, the differences between Gorgias and Kustomer can help you make an informed decision.
Deep Shopify Integration
For Shopify businesses, it’s a hassle to move between customer conversations and the Shopify dashboard to work with custom orders. A tool that integrates with Shopify can help streamline these operations very well.
Gorgias is built to make ecommerce customer service easy for you. You can connect sales and support for the ecommerce platform you sell on, like Shopify, Magento, and BigCommerce to Gorgias. If you are a Shopify store owner, you can easily modify, cancel, duplicate, and refund customer orders from the conversation screen.
Along with that, any canned response templates that you create on Gorgias can have Shopify data variables like the order number, tracking link, value, and more. The only caveat is that Gorgias has a steep learning curve and can be cumbersome to use.
Kustomer integrates with multiple ecommerce platforms. However, the integration isn’t as deeply built within the tool as compared to Gorgias. You can certainly work with orders, issue refunds, or redo orders on the chat screen. But there is no functionality to use the order data within canned responses or any template messages that you create on Kustomer.
Alternatively, if you want deep Shopify integration, a great user interface, and all major support channels, try DelightChat.
Deep Shopify Integration: Gorgias
| Kustomer 
Automated responses
Customer queries are often related to order status, refund policies, general product information, etc. And the answers can be provided by using a tailored and automated response.
Gorgias lets you create intent-based auto-response sequences so you can respond to customer requests in the most appropriate manner. These auto-responses can also be customized with variables that are pulled from various integrations to create a truly personal experience.
For example, if a customer requests order tracking information, Gorgias can identify the intent with the help of the keywords in the query and send a response template that you’ve set for “order tracking” intent.
Kustomer offers workflows that allow you to create custom rules and responses for specific conversations. You can perform keyword identification to create targeted workflows. But with Kustomer, you cannot automatically add order details from Shopify like with Gorgias.
While it may not be a dealbreaker, it’s something to consider for Shopify users.
Automated Responses: Gorgias
| Kustomer Mobile App
Support is quickly becoming remote and as such, the ecommerce support tool that you choose needs to be mobile-friendly.
Gorgias offers a dedicated mobile app for customer support teams to respond to customers on the go. Most of the features that are necessary for support personnel are available on the app.
Kustomer does not have a mobile app at present. So this might be a deal-breaker for some store owners who expect on-the-go support capabilities.
Mobile App: Gorgias
| Kustomer Support Channels
The more support channels a customer service tool can integrate with, the wider the audience can be.
Gorgias lets you integrate email, live chat, phone calls, and Facebook messenger and comments.
Kustomer allows users to integrate with email, SMS, voice, WhatsApp, Facebook Messenger, and Twitter.
If you need a Shopify-focused support tool that also integrates with Twitter and WhatsApp, DelightChat has all the features you need.
Support Channels: Gorgias
| Kustomer Live Chat
There are always people who believe that adding live chat to the website is useful, and some who feel it's unnecessary.
In either case, it is a good idea to have an optional chat feature on the tool.
Gorgias offers its integrated live chat widget that you can add to your website. The live chat widget is also connected to the dashboard to the other support channels and you can trigger rule-based automation to respond to customer messages too.
Kustomer does not offer a live chat widget as they believe that it is an unnecessary addition. It may be a good choice if you are sure that you do not want a live chat on your website.
Live Chat: Gorgias
| Kustomer Integrations
As you scale your ecommerce business, you begin using more and more tools to streamline the operations. An additional tool in your arsenal could either increase your workload or make it even easier to work collaboratively.
Gorgias integrates with most of the major business tools out there like Slack, Gmail, Zapier, Helpdocs, Manychat, and more. From all the reviews that I’ve done, Gorgias supports a lot more integrations compared to most other ecommerce support tools out there.
Kustomer has fewer integrations with business tools. While you can always create your integrations using the Kustomer API, you need developer help to work on the project.
Integrations: Gorgias
| Kustomer Knowledge Base
You need to let customers self-serve themselves with FAQs and knowledge base articles. The option to create an FAQ page on your website and share the links to customers always exists, it’s not convenient when users ping you on live chat.
Gorgias does not offer a built-in knowledge base that you can use for your customers or your team members to learn from. You can however integrate with Helpdocs, an external knowledge base, which comes at an additional cost.
Kustomer allows you to create an internal and public knowledge base for your team members and customers. You can set the permissions for knowledge base articles to be either private or public based on the needs.
Knowledge base: Gorgias
| Kustomer Automatic Spam Detection
A lot of messages that come in are out-of-office responses or simply spam. But it adds to the agent’s workload to look through the messages and find out if it’s spam or not.
With Gorgias, you can create business logic to identify spam and out-of-office replies and close the tickets or drop them in a separate category. But it may not work all the time if you haven’t accounted for the different keywords and cases with spam messages.
Kustomer offers built-in spam and out-of-office message detection system that automatically identifies these messages with high accuracy and closes the tickets. No manual intervention is required. Your agents no longer have to work through the different tickets to find out which ones need a reply and which ones don’t.
Automated Spam Detection: Gorgias
| Kustomer Pricing
Gorgias starts at $60/month for 350 monthly tickets and unlimited agents. This plan includes the integration with Shopify, live-chat, macros and rules, and much more.
Kustomer is priced on a per-agent basis. Starting at $89/agent/month, the pricing makes it operationally expensive to scale support teams if you do not initially plan to spend a lot of money.
Pricing: Gorgias
| Kustom