Gorgias vs Kayako
Gorgias is ecommerce customer service platform with deep platform integrations. Best suited for ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities. Known for its deep ecommerce integrations that allow agents to view orders, process refunds, and manage customer data without leaving the support platform.
Kayako is customer service software that scales with your business. Best suited for traditional businesses focused on email and phone support. Known for its comprehensive knowledge base with customer portal.
Gorgias KayakoGorgias and Kayako represent different approaches to customer support software. Gorgias specializes in ecommerce support with deep Shopify integration, while Kayako offers a traditional helpdesk with strong multi-brand capabilities and customer journey tracking.
With Gorgias earning 4.6/5 on G2 compared to Kayako's 4.2/5, both platforms serve their respective markets but with different strengths and focus areas.
Gorgias Key Features
Kayako Key Features
Feature Comparison
Gorgias excels with ecommerce-specific automation, allowing agents to view order details, process refunds, and modify orders directly from support tickets. Its rule-based automation handles common inquiries like shipping updates and return requests automatically.
Kayako focuses on customer journey mapping, showing the complete interaction history across all touchpoints. Its multi-brand support allows managing different companies from one interface, with separate branding and workflows for each.
The core difference: Gorgias optimizes for ecommerce efficiency, while Kayako provides comprehensive customer relationship management across multiple brands and channels.
Pricing Comparison
Gorgias uses ticket-volume pricing from $10-$900/month, making it accessible for small ecommerce businesses while scaling with growth. The pricing includes all features and channels, with costs increasing as support volume grows.
Kayako charges $15-$35/agent/month with traditional per-seat pricing. This model provides predictable costs regardless of ticket volume, which can benefit teams with consistent staffing but fluctuating support demands.
For growing ecommerce businesses, Gorgias often provides better value due to its specialized features. For established companies managing multiple brands, Kayako's per-agent model may be more cost-effective.
Gorgias Pricing
Kayako Pricing
Gorgias Strengths & Limitations
Strengths
- Excellent ecommerce platform integrations with order management capabilities
- Powerful automation and AI features that reduce manual work
- Unified inbox that consolidates all customer communications
- No per-agent pricing model allows up to 15 team members
Limitations
- Pricing can become expensive for high-volume support teams
- Complex setup process for advanced automation rules
- Limited notification options for new tickets
- Primarily focused on ecommerce, less suitable for other industries
Kayako Strengths & Limitations
Strengths
- Comprehensive multi-channel support
- Strong knowledge base functionality
- Good reporting capabilities
- Scalable for growing teams
Limitations
- Per-agent pricing gets expensive
- Limited social media integrations
- Complex setup for advanced features
- No WhatsApp or Telegram support
Verdict
Choose Gorgias if you're an ecommerce business needing integrated order management and automated workflows. Choose Kayako if you manage multiple brands and need comprehensive customer journey tracking with traditional helpdesk features.
Choose Gorgias if: You're an ecommerce business needing order management integration, automated workflows, and multi-channel support optimized for online retail.
Choose Kayako if: You manage multiple brands, need comprehensive customer journey tracking, and prefer traditional helpdesk functionality with predictable per-agent pricing.
Alternative: Consider Converge at $49/month flat rate for teams wanting modern support features without per-agent fees or complex pricing based on ticket volume.
Looking for more options? Browse all platform comparisons, or see all Gorgias comparisons and all Kayako comparisons.
Frequently Asked Questions
Gorgias is best for Ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities. Kayako is best for Traditional businesses focused on email and phone support. Gorgias's standout feature is Deep ecommerce integrations that allow agents to view orders, process refunds, and manage customer data without leaving the support platform, while Kayako offers Comprehensive knowledge base with customer portal.
Gorgias starts at From $360/mo. Kayako starts at From $79/seat/mo. For flat-rate pricing, consider Converge at $49/month for up to 15 agents.
Gorgias does not offer a free plan. Kayako does not offer a free plan. Both are established platforms in the customer support space.
Gorgias pros: Excellent ecommerce platform integrations with order management capabilities; Powerful automation and AI features that reduce manual work. Kayako pros: Comprehensive multi-channel support; Strong knowledge base functionality. Each platform has distinct strengths depending on your use case.
Choose Gorgias for Ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities. Choose Kayako for Traditional businesses focused on email and phone support. If you need messaging-first support with flat pricing, consider Converge as an alternative at $49/month for up to 15 agents.
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