Gorgias vs.

Kustomer

Kustomer requires workarounds. Gorgias does the work, for less.

Kustomer connects to Shopify, but key actions stay manual. Gorgias puts order data and actions directly in every ticket, so you resolve issues without ever leaving the conversation.

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Why Gorgias

Four reasons Shopify brands choose Gorgias over Kustomer

Complete Shopify actions, built into every ticket

Kustomer supports some Shopify data, but taking action often means leaving your helpdesk or completing extra steps outside the ticket — slowing resolutions down.

With Gorgias, you see the full customer picture the moment a ticket opens — order history, spend, AOV, VIP status — and handle refunds, edits, and cancellations right there.

AI that's live in minutes, not sprints

With Kustomer, updating routing logic or launching a new AI action can mean waiting on engineering. Simple changes become ongoing effort, and your team pays for it in speed.

Gorgias AI is fully self-serve. It launches with pre-built templates for 19 core Shopify actions, plus custom actions powered by 100+ deep integrations. You build, update, and iterate on AI behavior yourself, with no code required.

Full reporting on every plan

Kustomer limits detailed analytics to higher-tier plans. If you need answers about team performance, you're typically exporting raw data rather than working from a live view.

With Gorgias, you get full reporting on every plan. Live dashboards show real-time ticket volume, first response time, resolution time, and CSAT, so you always know where things stand without exporting a single file.

Pay for resolutions, not seats

Kustomer charges per seat, $89 to $139 per month with an 8-seat minimum billed annually. AI is priced separately, adding per-user and per-engagement fees on top. As you scale, costs compound.

Gorgias uses outcome-based pricing. Your costs don't grow with headcount. AI Agent is billed per resolution, so you only pay when a customer issue is actually solved.

FAQs

Frequently asked questions

What is the difference between Gorgias and Zendesk AI?

Gorgias AI can autonomously resolve tickets with full context of the customer thread, take native Shopify actions like refunds, cancellations, edits, and reshipping, and access full order history. It works across email, chat, SMS, social, and voice, supports pre-sale shopping assistance, replies in 80+ languages, and is set up without developer resources. Kustomer AI does not offer native Shopify actions, autonomous ticket resolution, or no-code setup. Both platforms charge per resolution for AI, though Gorgias uses outcome-based pricing where you only pay for fully resolved tickets.

Which ecommerce tools do Gorgias and Zendesk integrate with?

Both platforms integrate with Recharge, Klaviyo, and Loop Returns. Gorgias also integrates with Attentive, Yotpo, Smile.io, and NetSuite. Kustomer does not have integrations for these four tools.

Can Gorgias and Zendesk integrate with Shopify?

Gorgias has a native Shopify integration that supports both reading and writing data, including order data in macros, and lets agents perform actions like refunds, cancellations, order edits, and discounts directly in the ticket view. Kustomer does not offer a native Shopify integration with read and write capabilities or in-ticket Shopify actions.

How do reporting and analytics differ between Gorgias and Zendesk?

Both platforms offer basic KPIs like FRT and CSAT, average handle time, revenue generated from support, ticket intent trends, and custom reporting. Gorgias also includes a Revenue Dashboard and full agent productivity reporting history. Kustomer does not offer either.

How do Gorgias and Zendesk differ in cost?

Gorgias charges per ticket and starts at $10/month, with AI priced at $0.50–$1 per resolution and unlimited users included. Kustomer charges per user seat, starting at $89/seat/month with annual-only billing and a minimum of 8 seats. For AI, Kustomer charges per engagement at $0.60 per conversation, meaning you pay even if the issue is not resolved.

How do Gorgias and Zendesk differ for self-service and knowledge management?

Both platforms include a Help Center, Contact Form, interactive scripted automations on your website, and Order Management portals. Gorgias also lets you generate help center articles from past tickets using AI. Kustomer does not offer this feature.

Our Customers

Hear directly from brands why they chose Gorgias

Eliminate turnaround times and create exceptional customer experiences

"Monday used to be the hectic day. We were flooded with the influx of inquiries and we needed to keep up with everything. With Gorgias Automate, shoppers get their answers solved, even outside of business hours."

Addison Debter

Head of Customer Service

Kirby Allison

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AI in CX is here to stay

"I believe that AI combined with human agents is the future—that’s where we’re going to see perfect customer experience."

Tosha Moyer

Senior CX Manager

Psycho Bunny

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We hit inbox zero thanks to AI Agent

"At 6pm on the second day of Black Friday week, our CX agent said: ‘Alright, I’ll see you tomorrow. We’re at inbox zero.’ Without AI Agent, that wouldn’t happen."

Ron Shah

CEO and Co-Founder

Obvi

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See how Gorgias provides brands with the support they need to serve their customers.