Gorgias vs Kustomer
Gorgias and Kustomer, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Gorgias
Helpdesk and AI agent aimed at driving sales. Ecommerce-native (Shopify).
Best for Ecommerce brands, especially Shopify.
2015 · Paris, France (plus San Francisco).
Kustomer
AI-native customer service platform and CRM. Unifies AI agents, omnichannel, and CRM in one timeline.
Best for Mid-market to enterprise retail, travel, and finance replacing legacy ticketing (e.g. Turo, Everlane, Sweetgreen).
2015 · New York, NY
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- GorgiasTicket-volume-based (not per-seat) plus AI per resolution.
- KustomerPer-seat, annual; two plans (Enterprise, Ultimate); voice/SMS/WhatsApp pay-as-you-go on top.
- Free plan
- GorgiasNo
- KustomerNo
- Free trial / guarantee
- Gorgias7 days, no payment.
- KustomerNot disclosed
- Price
- GorgiasStarter $10/mo (50 tickets, 3 seats); Basic $60/mo (300 tickets). · Pro $360/mo (2,000 tickets); Advanced $900/mo (5,000). · Enterprise custom (5,000+ tickets).
- KustomerEnterprise ~$89/seat/mo (annual). · Ultimate ~$139/seat/mo (annual).(3rd-party)source
- Seat minimum
- GorgiasNone. Starter 3 seats; others up to 500.
- Kustomer8 seats minimum.(3rd-party)source
- Unlimited agents
- GorgiasNo. Starter 3; others up to 500.
- KustomerNo. Seat-based.
- Implementation fee
- GorgiasNot disclosed (enterprise includes implementation).
- KustomerPaid add-on; price not disclosed.
- Transparency
- GorgiasStarter to Advanced public; Enterprise custom.
- KustomerLow. Base prices not published; Talk to Sales required.
- Pricing last verified
- Gorgias2026-06-02
- Kustomer2026-06-02
Channels
Where each tool can talk to customers.
- GorgiasNative
- KustomerNative
- Live chat
- GorgiasNative
- KustomerNative
- In-app messenger
- GorgiasNative (Shopify widget, no code).
- KustomerNative (web/mobile SDKs).
- Voice
- GorgiasNative (add-on, $0.40–1.20/ticket).
- KustomerNative (Kustomer Voice; $0.02/min US/CA inbound).
- SMS
- GorgiasNative (add-on, $0.41–0.80/ticket).
- KustomerNative (pay-as-you-go).
- GorgiasNative (free to add; billable tickets).
- KustomerNative (up to 5 accounts; Meta fee + 20% markup).
- Social
- GorgiasNative (Instagram, Facebook).
- KustomerNative (up to 50 FB pages, 50 IG accounts).
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- GorgiasNative. Gorgias Voice add-on; IVR, queues, call flows.
- KustomerNative. AI-powered voice native; also 8x8, Aircall, Amazon Connect, Cordless integrations.
- Voice AI / transcription
- GorgiasYes. Voicemails and recorded calls; transcripts on tickets.
- KustomerAI conversation summaries confirmed; real-time transcription not explicit; PCI redaction across voice.
- Telephony billed separately
- GorgiasYes. $0.40–1.20/ticket, not in base plan.
- KustomerYes. Pay-as-you-go from $0.02/min US/CA.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- GorgiasYes. AI Agent (Support Agent and Shopping Assistant).
- KustomerYes. Concierge customer-facing agent. Multi-step workflows, refunds, subscriptions, GET/POST/PUT/DELETE API calls.
- Copilot / Assist mode
- GorgiasAI Coaching (real-time tips). No separate Copilot product.
- KustomerYes. Envoy (ex KIQ Agent Assist): suggested responses, summaries, text enhancement, 2-way translation.
- Claimed automation rate
- Gorgias60% resolved instantly; enterprise '50% in 50 days' guarantee.(claimed)source
- Kustomer70% of chat fully automated (Vuori); 98% WhatsApp AI-powered (unnamed); copilot up to 65% efficiency.(claimed)source
- AI channel coverage
- GorgiasEmail, live chat, SMS. WhatsApp and social via rules (AI not confirmed).
- KustomerChat, email, voice, SMS, WhatsApp, forms.
- Agentic actions (API) vs answer-only
- GorgiasActions-capable. Cancels, returns, subscriptions, refunds and discounts via connected apps.
- KustomerActions via API. Refunds, subscription changes, shipment tracking (GET/POST/PUT/DELETE).
- Knowledge sources
- GorgiasShopify order and customer data, store content, Help Center, custom URLs and docs, Guidance.
- KustomerKB articles, public web pages, full CRM timeline (purchase history, conversations, loyalty), Guru integration.
- Underlying model
- GorgiasOpenAI, Anthropic, internally fine-tuned.
- KustomerOpenAI (GPT-3.5/GPT-4), Anthropic, AWS Bedrock; Amazon Translate.
- Trains on past tickets
- GorgiasNo. Ticket data does not train LLMs; per-ticket feedback coaching.
- KustomerCustomer data not used to train global models; OpenAI zero-retention.
- Pre-deploy simulation / sandbox
- GorgiasYes. Test conversations (new vs. returning) across channels.
- KustomerYes. AI Evaluations (hundreds of test conversations); Automation Assistant flags conflicts pre-launch; sandbox.
- Multilingual
- GorgiasYes. Any LLM-supported language, auto-detect.
- KustomerYes. 2-way translation in 53 languages; agent templates in FR/NL/DE/Amharic.
- Runs on your existing helpdesk vs native-only
- GorgiasNative only.
- KustomerNative only. The Kustomer AI layer needs the Kustomer platform for full functionality.
- AI pricing model
- GorgiasOutcome-based. Per resolved automated conversation; handoffs not billed.
- KustomerCustomer-facing agents per engaged conversation; rep copilot per user/mo.(3rd-party)source
- AI unit price
- Gorgias$1.00/resolved (monthly); $0.90 (annual); overage $1.50.
- Kustomer$0.60 per engaged conversation (add-on).(3rd-party)source
- Copilot / Assist price
- GorgiasNo separate price (coaching included).
- Kustomer$40/user/mo (AI for Reps/Envoy); historically $39 KIQ Agent Assist.(3rd-party)source
How Open.cx compares
Open.cx runs on top of Gorgias or Kustomeras an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- GorgiasSOC 2 Type II (since 2020).
- KustomerSOC 2 Type II.
- GDPR
- GorgiasYes. DPA; EU data on EU GCP servers.
- KustomerYes. Data processor; DPA; US and EU hosting; CCPA.
- HIPAA / PCI
- GorgiasSupported (enterprise compliance feature).
- KustomerPaid add-on (Enterprise/Ultimate); BAA; requires SSO+MFA.
- SSO / SAML
- GorgiasSSO (Google, MS365); SAML enterprise; 2FA.
- KustomerYes. SAML; Google and MS365 SSO; SCIM.
- Data residency
- GorgiasEU data on EU GCP; broader options not disclosed.
- KustomerAWS US and EU via sub-processors; customer-selectable residency not disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Gorgias100+ marketplace; 300+ on features page (incl. Recharge, Klaviyo, Yotpo).
- Kustomer~60+ integrations.(3rd-party)source
- Shopify depth
- GorgiasDeep native. Order history, profiles, catalogs, tags; Shopify and Plus; AI reads live data and actions orders.
- KustomerDeep native. One-click; full order history, SKUs, images, LTV; process returns/exchanges; Shopify Plus.
- Open / public API
- GorgiasYes. REST API on all Helpdesk plans; Basic Auth; Postman.
- KustomerYes. REST API + webhooks; MCP server.
- Developer SDK / MCP
- GorgiasNo official SDK; developers.gorgias.com API reference.
- KustomerYes. Chat SDKs (web, iOS, Android, React Native); Apps Platform.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- GorgiasYes. Rules engine (auto-assign, tag, close, respond).
- KustomerYes. Visual builder with Workflow Assistant (AI-guided).
- Triggers / automations
- GorgiasYes. Event-based Rules (creation, reply, tags, channel, keywords).
- KustomerYes. Up to 200 business rules; message-attribute AI activation; Automation Assistant.
- Routing
- GorgiasYes. Auto-assign plus AI-assisted routing.
- KustomerYes. Smart routing, business-hours-aware, team filtering, queue routing.
- Macros / canned responses
- GorgiasYes. Macros (AI-sorted), all plans.
- KustomerYes. Shortcuts; AI-suggested responses.
- SLA management
- GorgiasYes. All plans, per channel; SLA report; business-hours pause.
- KustomerYes. SLA management with visual dashboard; up to 10 queues/teams.
Collaboration
How support teams work a queue together.
- Internal notes
- GorgiasYes. @-mentions, permanent.
- KustomerYes. Visible to team; @mentions.
- Collision detection
- GorgiasYes. Banner when another agent is viewing or editing.
- KustomerYes. Presence indicators when multiple agents view.(3rd-party)source
- Side conversations
- GorgiasNot disclosed
- KustomerNot disclosed (notes/@mentions confirmed).
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- GorgiasYes. Help Center on all plans, Shopify-embeddable.
- KustomerYes. SEO-optimized; internal and public; theme builder, multi-brand/language.
- Help center
- GorgiasYes. External and internal KB.
- KustomerYes. Customer portal with search; request submission and tracking.
- Community forum
- GorgiasGorgias Community is product updates, not a peer-support forum.
- KustomerYes. Referenced as help center component.
- AI answers from knowledge base
- GorgiasYes. AI Agent uses Help Center; Article Recommendations (Automation add-on).
- KustomerYes. Concierge surfaces AI answers from KB; KB Assistant improves accuracy.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- GorgiasYes. 70+ metrics, up to 10 dashboards x 20 charts.
- KustomerYes. Prebuilt dashboards (volume, handle time, CSAT, SLA); real-time.
- Custom reports
- GorgiasYes. Filterable, revenue attribution, AI analytics.
- KustomerYes. Chart Editor; Data Explorer (NL analytics).
- Included in lowest tier
- GorgiasReporting on all plans; Pro adds live monitoring plus revenue stats.
- KustomerReporting in base platform (no tier gating noted).(claimed)source
- CSAT surveys
- GorgiasYes. CSAT 2.0; Simplesat and Surveywell integrations.
- KustomerYes. Native CSAT; real-time tracking; AI Evaluations scores every AI interaction.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- GorgiasSelf-serve (Starter, Basic); guided implementation (Enterprise); '50% in 50 days' guarantee.
- KustomerImplementation services paid add-on; vendor-managed onboarding; ~2 months typical.
- Support channels
- GorgiasEmail and chat; tiered by revenue (Standard up to $3M, Specialist $3–20M, Dedicated $20M+).
- KustomerHelp Center, community portal; direct channels not public.
- Dedicated CSM
- GorgiasYes. Dedicated CSM at $20M+ tier.
- KustomerEvery customer gets a CSM.
- Implementation partners
- GorgiasYes. App Partner program plus agencies.
- KustomerYes. Referral/Reseller/Developer/Integration partner tiers.