Gorgias vs Kayako
Converge Team
Side-by-side comparison for 2026
| Feature | Gorgias | Kayako |
|---|---|---|
| Starting Price | From $360/mo | From $79/seat/mo |
| Best For | Ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities | Traditional businesses focused on email and phone support |
| Standout Feature | Deep ecommerce integrations that allow agents to view orders, process refunds, and manage customer data without leaving the support platform | Comprehensive knowledge base with customer portal |
| Free Plan | ✗ | ✗ |
| G2 Rating | 4.6/5 | 4.2 |
Gorgias 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.
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
Pros
- ✓ Excellent ecommerce platform integrations with order management capabilities
- ✓ Powerful automation and AI features that reduce manual work
- ✓ Unified inbox that consolidates all customer communications
Cons
- ✗ Pricing can become expensive for high-volume support teams
- ✗ Complex setup process for advanced automation rules
- ✗ Limited notification options for new tickets
Kayako
Pros
- ✓ Comprehensive multi-channel support
- ✓ Strong knowledge base functionality
- ✓ Good reporting capabilities
Cons
- ✗ Per-agent pricing gets expensive
- ✗ Limited social media integrations
- ✗ Complex setup for advanced features
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.
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