When choosing the best customer support software, businesses have a wealth of options to choose from. Among the top contenders in the market are Gorgias and Kayako. Both platforms offer extensive features designed to help businesses provide excellent customer service, but they cater to different needs and use cases.
In this article, we’ll dive into the details of Gorgias and Kayako, comparing their key features, integrations, ease of use, pricing, and more. By the end of the comparison, you’ll have a clearer understanding of which platform is the right fit for your business.
What is Gorgias?
Gorgias is a customer service platform that is tailored specifically for eCommerce businesses. It helps streamline customer interactions across various channels, including email, live chat, social media, and SMS. What sets Gorgias apart is its deep integration with Shopify, allowing eCommerce merchants to manage all their customer service requests from a single dashboard. It is particularly well-known for making the support process easier for online stores by automating repetitive tasks and providing support teams with all the data they need in one place.
Key Features of Gorgias:
- Omnichannel Support: Gorgias supports email, live chat, social media, and SMS, making it easy for businesses to engage with their customers on the platforms they use the most.
- Shopify Integration: For Shopify users, Gorgias offers seamless integration with the platform, allowing you to pull in order details, customer information, and other relevant data right into your customer service dashboard.
- Macros and Automation: Gorgias offers powerful automation features, such as macros, which allow businesses to create preset responses for common customer queries, drastically reducing response times.
- Reporting and Analytics: The platform includes robust analytics tools to track customer satisfaction, response times, and other key performance indicators (KPIs).
What is Kayako?
Kayako is a versatile customer support software that is designed to provide a unified platform for managing customer interactions across multiple channels. While it also serves eCommerce businesses, Kayako is more industry-agnostic compared to Gorgias and is suitable for businesses in various sectors, including retail, tech, healthcare, and more. Kayako provides businesses with a single place to manage emails, live chats, helpdesk tickets, and more.
Key Features of Kayako:
- Multichannel Support: Kayako allows businesses to interact with customers via email, live chat, social media, and phone. Like Gorgias, Kayako also supports omnichannel communication.
- Shared Inbox: One of Kayako's standout features is its shared inbox, which centralizes customer conversations into one space, ensuring that no inquiry is missed.
- Helpdesk Tickets: Kayako provides a sophisticated ticketing system that tracks customer inquiries and allows agents to prioritize and manage them efficiently.
- Customizable Workflows: Kayako allows businesses to customize their workflows, automating various tasks and ensuring that each interaction is handled in the most efficient manner possible.
Gorgias vs Kayako: Feature Comparison
1. Integrations
Gorgias is heavily focused on eCommerce integrations. Its seamless integration with Shopify is one of its strongest points, allowing store owners to access order data, customer details, and purchase history directly from the support dashboard. This integration simplifies the support process for businesses running online stores, as agents don’t need to leave the platform to access key customer information.
Kayako, on the other hand, is a more versatile tool with a wider range of integrations across industries. It integrates with multiple CRMs, marketing tools, and helpdesk platforms, including Zendesk and Salesforce, providing businesses with more flexibility. However, Kayako lacks the specialized integrations that Gorgias offers for eCommerce platforms like Shopify.
If you are running an eCommerce store, Gorgias’ Shopify integration might be a key deciding factor for you.
2. Omnichannel Support
Both Gorgias and Kayako offer omnichannel support, but the way they handle it differs:
- Gorgias focuses on channels that are most important for eCommerce businesses, such as email, live chat, SMS, and social media (Facebook, Instagram). Its integration with Shopify helps create a more personalized experience by pulling in order and customer data automatically, streamlining the support process.
- Kayako also supports multiple channels, including email, live chat, phone, and social media. However, it places a significant emphasis on its shared inbox, which centralizes customer conversations and ensures that all support agents have visibility over the same interactions. This feature is particularly useful for businesses that operate in industries where customer issues may involve multiple touchpoints over time.
While both platforms are capable of managing multiple communication channels, Gorgias may be a better fit for businesses focused on eCommerce, while Kayako may be more suitable for businesses in industries requiring a more traditional support setup.
3. Automation and AI
Both Gorgias and Kayako include automation features, but they approach automation in different ways:
- Gorgias allows businesses to create macros to automatically respond to common customer queries, helping to reduce workload and speed up response times. It also offers automated workflows to route tickets to the right agents and send follow-up messages based on customer actions.
- Kayako is known for its customizable workflows, which can be tailored to suit the needs of your business. You can set up automation rules to categorize and assign tickets, trigger responses based on specific conditions, and even escalate high-priority tickets automatically. Additionally, Kayako’s use of AI helps improve ticket routing and customer interaction based on machine learning.
If you're looking for a more advanced level of automation, especially one that includes AI and machine learning, Kayako might be the better option. However, Gorgias is perfect for businesses that need automated responses to frequently asked questions without diving into complex setups.
4. Reporting and Analytics
Both Gorgias and Kayako offer powerful reporting tools, but with different emphases:
- Gorgias focuses heavily on eCommerce metrics, allowing users to track performance based on order history, customer satisfaction, response time, and more. It’s perfect for Shopify users looking to streamline their eCommerce support process and track metrics that matter most to online stores.
- Kayako, while also offering reporting features, has a broader approach. It provides insights into team performance, customer satisfaction, and ticket resolution times. For businesses in industries such as tech or healthcare, Kayako's reporting is more customizable and can be tailored to track specific KPIs.
Both tools provide useful reporting, but for eCommerce businesses, Gorgias offers more tailored analytics. If your focus is broader or spans multiple industries, Kayako may be the more flexible choice.
Pricing: Gorgias vs Kayako
Gorgias Pricing
Gorgias offers a tiered pricing model:
- Basic Plan: $50/month, suitable for small businesses with minimal support needs.
- Pro Plan: $250/month, providing more advanced features like automation and integrations.
- Advanced Plan: $750/month, for larger businesses that require in-depth reporting and automation.
For Shopify users, Gorgias provides significant value, especially for smaller and medium-sized eCommerce businesses.
Kayako Pricing
Kayako offers a custom pricing model depending on the features you need and the size of your team. Typically, its pricing starts at around $15/month per agent for the basic plan and increases depending on the number of agents and additional features such as phone support, reporting, and custom workflows.
While Kayako offers a more affordable starting point, its pricing may increase quickly depending on your usage and team size, making it more suitable for businesses with higher needs or a larger number of agents.
Ease of Use: Gorgias vs Kayako
Both platforms are relatively easy to use, but their learning curves differ:
- Gorgias is designed with eCommerce businesses in mind, making it intuitive for users who are familiar with Shopify. Its straightforward interface makes it easy for customer support teams to navigate, especially if you're already using Shopify for your store.
- Kayako, while still user-friendly, can take a little longer to get the hang of due to its customizable workflows and advanced features. However, the extra time spent learning the platform can pay off for businesses that require more robust, cross-industry support.
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Which Platform is Right for You?
In conclusion, both Gorgias and Kayako offer robust customer support features, but the right choice depends on your business needs:
