In today’s fast-paced business environment, customer support platforms play a vital role in ensuring that businesses maintain positive relationships with their customers. Among the many options available, Gorgias and Kustomer are two of the most popular customer support tools, each catering to different business needs. Whether you’re running an eCommerce store or a SaaS platform, choosing the right tool can significantly impact how well your team handles support and customer engagement.
In this article, we’ll compare Gorgias and Kustomer across various key features, including integrations, pricing, customer support options, and more. By the end of this article, you'll have a clear understanding of which platform best suits your business.
What is Gorgias?
Gorgias is a customer support platform specifically designed for eCommerce businesses. It’s a powerful tool that helps businesses manage customer interactions seamlessly across multiple channels, such as email, live chat, social media, and SMS. Its unique advantage is its deep integration with Shopify, which allows eCommerce businesses to manage their support tickets while accessing important order details and customer data directly within the platform.
Key Features of Gorgias:
- Omnichannel Support: Gorgias enables businesses to interact with customers across different channels, including email, live chat, SMS, and social media (Facebook, Instagram).
- Automation & Macros: You can set up automated workflows to streamline responses to frequent questions, reducing the workload on your support team and improving response time.
- Shopify Integration: For Shopify users, Gorgias offers seamless integration, pulling in order data, customer information, and past interactions, so your team can offer personalized support without switching between systems.
- Advanced Reporting: Gorgias offers insightful reports to track metrics such as resolution times, team performance, and customer satisfaction.
What is Kustomer?
Kustomer is a more general-purpose customer support platform that caters to a variety of industries, including eCommerce, tech, retail, and financial services. Unlike Gorgias, which is specifically built for eCommerce, Kustomer’s platform is designed to handle customer service needs across a wide array of industries. It focuses on providing a 360-degree view of customer data and offering personalized support at scale.
Key Features of Kustomer:
- Unified Customer View: Kustomer aggregates all customer interactions—whether through email, live chat, phone, or social media—into a single customer profile. This ensures that your team has access to complete information when interacting with customers.
- AI & Automation: Kustomer’s AI-powered automation tools can help businesses scale their support by automatically categorizing tickets, suggesting responses, and triggering workflows.
- Omnichannel Communication: Similar to Gorgias, Kustomer supports multiple communication channels such as email, live chat, social media, and messaging apps, allowing businesses to meet their customers where they are.
- Customizable Workflows: Kustomer allows businesses to build custom workflows and automation rules, which can help support teams improve efficiency and reduce manual work.
Gorgias vs Kustomer: Feature Comparison
1. Integrations
One of the standout features of Gorgias is its deep integration with Shopify, which is essential for eCommerce businesses. With this integration, Gorgias pulls in real-time order data, making it easy for customer support agents to see customer information without having to leave the platform. This enables fast and efficient support responses.
Kustomer, on the other hand, offers a more generalized set of integrations. While it integrates well with various platforms including CRM tools, eCommerce systems, and social media platforms, it doesn’t have the specialized eCommerce focus that Gorgias does. However, Kustomer’s strength lies in its ability to aggregate data from multiple systems into a unified customer profile, which gives businesses a 360-degree view of their customers.
2. Omnichannel Support
Both Gorgias and Kustomer provide omnichannel support, but their approaches differ slightly:
- Gorgias focuses primarily on the communication channels that eCommerce businesses rely on, such as email, live chat, SMS, and social media (Facebook, Instagram). This makes it an excellent option for businesses that need to manage customer interactions across various touchpoints without leaving the platform.
- Kustomer, on the other hand, also supports a wide range of communication channels, including live chat, email, social media, and even phone support. However, Kustomer’s unique selling point is its ability to connect all these communication channels into a single customer view. This feature is particularly valuable for businesses in industries such as retail and financial services, where customer interactions may span multiple touchpoints over time.
3. AI and Automation
Both platforms offer automation features to help businesses streamline their support processes, but their approaches vary:
- Gorgias offers macros and automation workflows that enable businesses to automate responses to common customer queries. You can also create custom rules to trigger specific actions based on customer behavior, such as sending automated follow-up emails after a purchase or alerting your team about important tickets.
- Kustomer takes automation a step further by integrating AI-powered chatbots that can handle repetitive tasks and direct customers to the right department. Kustomer’s AI can also analyze customer behavior and suggest relevant responses to agents, helping to reduce resolution times and improve the customer experience.
While both platforms offer automation, Kustomer’s AI-driven tools offer more advanced functionality for businesses looking to scale their support operations.
4. Reporting and Analytics
Both Gorgias and Kustomer provide in-depth reporting tools, but Gorgias is particularly strong in providing metrics for eCommerce businesses. Its Shopify integration allows store owners to track key metrics such as order history, customer lifetime value, and satisfaction scores, all from within the platform.
Kustomer, meanwhile, offers robust reporting tools that focus on customer satisfaction, agent performance, and support efficiency. It allows businesses to build custom reports, which can be helpful for tracking specific KPIs and identifying areas for improvement.
Pricing: Gorgias vs Kustomer
Gorgias Pricing
Gorgias offers tiered pricing based on the number of agents and features:
- Basic Plan: Starts at $50/month, which is suitable for small businesses with minimal support needs.
- Pro Plan: $250/month, offering more advanced features like automation, multiple integrations, and enhanced reporting tools.
- Advanced Plan: $750/month, which is ideal for large businesses that need robust workflows and team collaboration features.
For Shopify store owners, Gorgias is relatively affordable considering its strong integrations and eCommerce-specific features.
Kustomer Pricing
Kustomer offers a more complex pricing model, as it’s designed to cater to a wide variety of industries. Its pricing is customizable based on the size and specific needs of the business. However, it typically starts at around $89/month per user for the basic plan, with enterprise-level pricing available for larger businesses.
While Kustomer is slightly more expensive than Gorgias, it’s a solid choice for businesses that require a comprehensive customer support platform with advanced AI and automation features.
Ease of Use: Gorgias vs Kustomer
- Gorgias is designed to be simple and intuitive for eCommerce businesses, especially those using Shopify. The interface is straightforward, making it easy for customer service teams to get started with minimal training. The platform is tailored for businesses that want to focus on streamlining customer interactions and improving the support process.
- Kustomer has a slightly steeper learning curve due to its more advanced features and extensive customization options. However, it offers more flexibility and scalability, making it ideal for businesses with more complex customer service needs.
Callout: Track Influencer Orders with FamousTracker
If you’re using Gorgias or Kustomer, and you want to track when influencers, athletes, or celebrities order from your store, FamousTracker is the tool for you. FamousTracker integrates seamlessly with Shopify stores and helps you identify high-profile customers who could potentially be promoting your products.
Install FamousTracker now to gain valuable insights and grow your brand visibility!
Which Platform is Right for You?
Choosing between Gorgias and Kustomer depends largely on the type of business you run and your customer support needs.
- Gorgias is ideal for eCommerce businesses that need robust, Shopify-specific integrations and automation tools. Its omnichannel support and advanced reporting make it an excellent choice for store owners looking to improve customer service and streamline operations.
- Kustomer, on the other hand, is a more flexible and comprehensive customer support platform that caters to businesses in a variety of industries. Its AI-powered automation, unified customer profiles, and advanced customization options make it an excellent choice for companies looking to scale their support efforts.
