Gorgias Vs Kustomer: Which One Is the Best For You?

Table of Contents

Last Updated: June 2024

Hey there!

Do you want to avoid juggling multiple customer service platforms and looking for the perfect one?

Look no further!

In this showdown, we’ll compare two popular customer service solutions: Gorgias vs Kustomer. Whether you’re a small business or a growing enterprise, finding the right platform is crucial.

A recent market study states, “The global market for CRM applications is projected to reach an impressive $58.8 billion by 2026, exhibiting a compound annual growth rate of 2.1%. This represents a significant increase from its value of $52.8 billion in 2021.

So, let’s dive in and discover which platform, Gorgias or Kustomer, is the best fit for you!

Overview

Before we dive into Gorgias vs Kustomer comparison, let us quickly go through the overviews of both platforms.

Gorgias

Imagine having a customer service platform that feels like a superhero at your fingertips. That’s Gorgias for you! With its intuitive interface and powerful automation features, Gorgias takes your customer support to the next level.

Seamlessly integrated with your favorite e-commerce platforms, it allows you to provide lightning-fast responses, personalize interactions, and resolve customer issues with ease.

Kustomer

Similarly, if you’re searching for a customer service platform that prioritizes a personalized and streamlined approach, look no further than Kustomer. With its comprehensive suite of tools, Kustomer empowers businesses to deliver exceptional customer experiences.

From a unified inbox that consolidates customer inquiries from various channels to advanced analytics that provide actionable insights, Kustomer equips you with the right tools to create meaningful connections and foster long-lasting customer relationships.

Gorgias Vs Kustomer Comparison Of Features

While Gorgias and Kustomer both provide remarkable features to support your e-commerce operations, understanding their differences can assist you in making a well-informed decision. By comparing Gorgias and Kustomer, you can determine which platform aligns best with your specific needs and requirements.

Ticket Management: (Final Winner: Both) Gorgias Rating ⭐4.6/5, Kustomer Rating ⭐4.4/5

Gorgias: Gorgias provides a ticket management system that allows you to centralize and organize customer inquiries and support requests. It offers features like ticket assignment, tagging, prioritization, and status tracking.

Kustomer: Kustomer also offers a robust ticket management system with features like automated ticket routing, tags, custom fields, and ticket status tracking. It enables agents to efficiently handle and track customer issues.

Winner: Both

Automation and Workflow (Final Winner: Both) Gorgias Rating ⭐4.6/5, Kustomer Rating ⭐4.4/5

Gorgias: Gorgias leverages automation and AI to automate repetitive tasks and streamline workflows. It offers features like macros, automated responses, and rules-based routing to enhance agent productivity and efficiency.

Kustomer: Kustomer provides advanced automation capabilities to automate routine tasks and workflows. It offers intelligent suggestions to agents, automated actions, and AI-powered chatbots to handle simple queries, reducing manual effort.

Winner: Both

Customer Communication (Final Winner: Kustomer) Rating ⭐4.4/5

Gorgias: Gorgias offers various communication channels, including email, live chat, social media, and phone, allowing you to engage with customers across multiple platforms. It provides a unified inbox to manage and respond to customer inquiries from one interface. Gorgias does not support Twitter and WhatsApp currently.

Kustomer: Kustomer supports omnichannel communication, including email, live chat, social media, and phone. It provides a unified view of customer conversations and interactions, helping agents provide consistent and personalized support. While it does not yet offer integration with Facebook and Instagram.

Winner: Kustomer

Automated Responses (Final Winner: Gorgias) Rating ⭐4.6/5

Personalized Automation

Gorgias – Gorgias enables the creation of auto-response sequences based on customer intent for more accurate replies.

Kustomer – Kustomer’s workflows enable you to automate responses and actions based on identified keywords, streamlining customer interactions.

Winner: Gorgias

Customizable Variables

Gorgias – Auto-responses can be personalized using variables pulled from integrations, enhancing the customer experience.

Kustomer – Kustomer provides workflows to create customized rules and responses tailored to specific conversations.

Winner: Gorgias

Contextual Response Templates

Gorgias – Gorgias identifies customer intent, such as “order tracking,” and sends the corresponding response template.

Kustomer – Such functionality is not available with Kustomer software.

Winner: Gorgias

Customer Support Features(Final Winner: Gorgias) Rating ⭐4.6/5

Live Chat

Gorgias: Gorgias offers a customizable widget that includes a chat button, a live chat window, and a chatbot. It allows you to send messages to welcome customers, answer frequently asked questions, or provide additional information.

Kustomer: Whilst, Kustomer does not offer a live chat widget.

Winner: Gorgias

Chatbots

Gorgias – Gorgias offers a chatbot that can be used to answer customer questions, resolve issues, and provide support. The chatbot can be trained on your own data or on a public dataset.

Kustomer – Kustomer does not currently have a chatbot feature.

Winner: Gorgias

Knowledge Base

Gorgias: Offers robust and customizable knowledge base. Seamless integration with the helpdesk platform for easy access to the knowledge base.

Kustomer: Kustomer’s AI-powered knowledge base suggests relevant articles based on customer queries. It is an advanced knowledge base with intelligent search capabilities.

Winner: Kustomer

Customer Self-service Feature (Final Winner: Both) Gorgias Rating ⭐4.6/5, Kustomer Rating ⭐4.4/5

Gorgias: User-friendly self-service portal for customers to find answers to their queries.

Kustomer: Comprehensive self-service capabilities with interactive FAQs, knowledge base, and community forums.

Winner: Kustomer

Integration and Customization: (Final Winner: Kustomer) Rating ⭐4.4/5

Gorgias: Gorgias offers extensive integrations with various eCommerce platforms, CRMs, and other third-party tools. It enables businesses to centralize customer data and sync information across systems. Gorgias also provides customization options to tailor the helpdesk to specific business needs.

Kustomer: Kustomer offers integrations with popular CRMs, eCommerce platforms, and other tools to streamline data management and provide a holistic view of customer information. It also allows customization to match the helpdesk to your branding and workflows.

Winner: Kustomer

Shopify Integration (Final Winner: Gorgias) Rating ⭐4.6/5

Seamless integration

Gorgias – Gorgias connects your sales and support for platforms like Shopify, Magento, and BigCommerce.

Kustomer – Kustomer integrates with multiple e-commerce platforms, but the integration is not as extensive as Gorgias.

Winner: Gorgias

Order management

Gorgias – Shopify store owners can modify, cancel, duplicate, and refund customer orders directly from the conversation screen using Gorgias.

Kustomer – Kustomer allows you to work with orders, issue refunds, and redo orders directly from the chat screen.

Winner: Both

Customized responses

Gorgias – Gorgias allows you to create canned response templates with Shopify data variables for order details.

Kustomer – Unlike Gorgias, Kustomer does not offer functionality to use order data within canned responses or template messages created within the platform.

Winner: Gorgias

Devices Supported (Final Winner: Gorgias) Rating ⭐4.6/5

Desktop

Both Gorgias and Kustomer offer a web-based platform that can be accessed from any desktop computer. This means that you can use them to manage customer support from anywhere with an internet connection.

Winner: Both

Mobile App

Gorgias – Gorgias’ mobile app keeps you in control of your customer support anytime, anywhere, allowing you to efficiently manage conversations, respond to inquiries, and provide top-notch service from the palm of your hand.

Kustomer – Whereas, Kustomer does not currently offer a native Android app, but it does have a mobile-friendly web interface that can be used on Android devices.

Winner: Gorgias

iOS

Gorgias and Kustomer both offer native iOS apps that allow you to access your customer support tickets and conversations from your iPhone or iPad.

Winner: Both

Add Your Heading Text Here

Gorgias: Gorgias provides reporting and analytics features to track key helpdesk metrics, such as ticket volume, response times, agent performance, and customer satisfaction. It offers insights and analytics to measure the effectiveness of customer support efforts.

Kustomer: Kustomer offers comprehensive reporting and analytics capabilities, providing real-time insights into customer service metrics, agent performance, and customer satisfaction levels. It helps identify trends, measure team productivity, and optimize support operations.

Winner: Kustomer

Gorgias Vs Kustomer Pricing Plans Comparison

Pricing Plans

Gorgias

Kustomer

Starting Price

$10/month

$89/month

Free Trial

Yes

No

Starter Plan

Starts at $10/month (3 users)

Nil

Basic Plan

Starts at $60/month (upto 500 users)

Nil

Pro Plan

Starts at $360/month (upto 500 users)

Nil

Advanced Plan

Starts at $900/month (upto 500 users)

Nil

Enterprise Plan

Custom pricing based on requirements (upto 500 users)

Starts at $89/month/user

Ultimate Plan

Nil

Starts at $139/month/user

Additional Costs

May have additional charges for certain features

May have additional charges for certain features

Scalability Options

Suitable for small to large businesses

Suitable for medium to enterprise-level businesses

Gorgias Pricing – https://www.gorgias.com/pricing

Kustomer Pricing – https://www.kustomer.com/pricing/

Which One Is the Best for You?

In conclusion, when choosing between Gorgias and Kustomer, it ultimately depends on your unique business requirements. While Gorgias offers a robust and customizable knowledge base, Kustomer stands out with its advanced self-service capabilities and intelligent search features.

Consider evaluating your specific needs, exploring the features offered, and taking advantage of free trials to make an informed decision that aligns best with your organization’s goals.

According to a recent study by Zendesk, “a whopping 98% of customers first turn to self-service resources, such as FAQs or help centers, when they need help.”

Hence, it is a wise decision to choose software that offers an AI-powered self-service portal integrated with a robust knowledge base and other salient helpdesk features to effortlessly streamline your customer support system. Our suggestion is Saufter.

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