The best help desk for Ecommerce
Gorgias vs Kustomer: Choose The Support Platform that Lifts AOV and LTV
Choose Gorgias to unleash the revenue-generating power of your support team without sacrificing fast, delightful support.
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Sell more with Gorgias’s convenient Shopify macros
Gorgias and Kustomer both integrate with your ecommerce platform to resolve issues like refunds and cancellations. But Gorgias’s deeper integration can better nudge customers toward a sale. With a click, you can:
- Create new orders on behalf of customers
- Generate and apply discounts codes
- Search and link products from your store
Customer support teams using Gorgias generated over $1 billion in 2021.
Ecommerce customer service teams using Kustomer are leaving money on the table.
Customer service shouldn't just be reactive, putting out fires. We want to be proactive. And that’s what Gorgias helps you do. You go talk to customers, make sure they're having a great experience. You don't use it just to solve problems, but to create new relationships and sales.
Measure your team’s performance and revenue
Users say Kustomer’s reporting is limited and hard to use. According to reviews, basic metrics like contact rate is “confusing” and “not accurate.” As one Kustomer put it: “Kustomer helped us deliver the message, but not measure the success of the program.”
Gorgias offers detailed Revenue Statistics like conversion rate and sales generated from support interactions, which help your team measure performance and prove your ROI to company leaders.
I absolutely hated the lack of insight [from Kustomer] when it came to reporting. It was so hard to get a clear idea how many contacts we received and under what category these fell in. Kustomer fell short in delivering a solution that did not involve exporting raw data to build out a report.
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Boost efficiency and connect Gorgias to 100+ ecommerce apps
Gorgias integrates with over 100 of the most used apps for online stores, like Klaviyo, Attentive, ReCharge, Yotpo, and Shipbob (with open RESTful APIs). Kustomer integrates with only 71, leaving out key ecommerce apps like Yotpo, Reveal, and Together.
Connecting your favorite apps powers up your helpdesk with:
- Detailed customer information. Manage loyalty status, past reviews, and subscription details.
- Seamless conversations between marketing and support. Turn SMS/email marketing replies into support tickets to keep the entire customer conversion in one thread.
- Easy, instant changes. Update orders, subscription status, and more within Gorgias.
Given the different channels we use, our laptops would have 10 different tabs open. It was difficult to get a cohesive view of the customer. But with Gorgias + Recharge, we see all information in one window and have better visibility into the customer to manage their subscription, saving us a ton of time.
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See Gorgias in action to compare it with Kustomer
Gorgias is exclusively built for ecommerce teams that move faster and want to combine sales and support. Think of in-store associates who greet you, process a return, help you find a better product, explain how to use it, and check you out.
Gorgias helps you offer that end-to-end customer experience.
Kustomer is an issue-resolving platform built for all industries. Some support teams only exist to “fix” customer problems days or months after a sale happens.
Kustomer is built for companies that follow this model, and the needs of ecommerce merchants (like proactive outreach and upselling) are de-prioritized.
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How Gorgias helps you boost revenue from customer experience
Chat campaigns help you reach out to customers based on their browsing behavior:
- Ask if they need help
- Highlight new product or promotions
- Provide the information and incentives they need to click “Place order”
- Automatically engage VIP customers and encourage repeat purchases
Customer service shouldn't just be reactive, putting out fires. We want to be proactive. And that’s what Gorgias helps you do. You go talk to customers, make sure they're having a great experience. You don't use it just to solve problems, but to create new relationships and sales.
Gorgias can automatically identify, tag, and assign tickets based on a number of factors:
- Past orders: Prioritize customers who you know are big spenders
- Channel: Reply to shoppers actively awaiting a response on live chat or SMS
- Pre-sales questions: Flag tickets from customers considering a purchase
- Escalations: Help angry customers before they post negative reviews or social media posts
Being able to filter and sort tickets in Gorgias to highlight urgent requests, or segment VIP customers with high lifetime value, is really important to us. It enables our customer service agents to quickly identify who to help first.
Ditch tab-switching and provide all the answers your customers need thanks to:
- Detailed customer info from all your integrated ecommerce apps that’s centralized in one hub
- Templates that auto-fill customer information and automatically update their orders
- Automated ticket tagging, assigning, and prioritizing (so you can focus on delighting customers)
Gorgias helps us satisfy our customers. It has become like a storefront for us. It's where we centralize all customer conversation, greet our customers, answer their questions, fix problems, and get insights to inform our future. We would recommend Gorgias to other ecommerce businesses, as it makes your life easier, and it's an absolute breeze to set up!
Merchants who take full advantage of the Automation Add-on deflect up to 40% of tickets, saving time for sensitive, complex, and high-impact questions. The add-on includes:
- Automated FAQs and workflows
- Self-service order tracking and refund requests in chat
- Customizable autoresponders (that can also trigger order actions through the Shopify integration)
Automating low-stakes, high-volume tickets lets my team focus on meaningful, personalized conversations and boosted our CSAT to 4.77
The Gorgias team has already seen (and solved) your biggest problems with hundreds of other brands, thanks to our ecommerce focus.
Get an answer from our team in in under 9 minutes (for chat) and 12 hours (for email). Advanced and Enterprise plans get a dedicated Success Manager, too.
Gorgias offers onboarding support at no extra cost.
On average, our merchants are fully operational within 2 weeks and score our onboarding at 94% satisfaction (45% higher than the industry average). Once you’re up and running, our fast-acting support team is there to help you support, sell, and grow.
The support team is phenomenal. Any question you have, any issue that needs addressing, they get on it and give you a resolution as quickly as possible. And every person I have dealt with from demos of the product to training and support has been amazing to work with.
Gorgias vs Kustomer pricing: Seats vs tickets
Gorgias pricing is based on tickets, not users: We don’t charge per seat, so your whole team can obsess over CX.
Kustomer’s pricing model makes you pay per user seat, siloing and limiting growth of your CX team.
We made this decision based on feedback from ecommerce leaders who want to:
- Invite Marketing, Product, and Website teams to get insights and feedback directly from customers to improve the product and CX
- Add new agents (and outsourced reps) at no extra charge, during busy seasons and periods of growth
- Tag technical support or other non-CX team members directly in Gorgias instead of chasing them down on another tool and copy/pasting their answer
Kustomer's features cost extra
Kustomer’s smaller price tiers lack important features. For example, you don’t get proactive chat or customer knowledge base portals until the Enterprise level. And you only get real-time reporting dashboards and single sign on until the Ultimate level.
These features are available on any Gorgias plan.
Gorgias offers a complete solution for all pricing tiers, just scaled back to suit the size of your team.