by
Ninad Pathak
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 greece mobile phone number list service tool that fits your needs will help you:
support more customers
speed up responses
save the time your support team spends 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
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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.
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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
