Gorgias vs Kayako

Detailed side-by-side comparison

Gorgias

From $10/mo

Gorgias is a helpdesk platform purpose-built for e-commerce businesses, offering deep integrations with Shopify, Magento, and BigCommerce. It enables support agents to manage customer inquiries and perform order operations like refunds and subscription edits directly from a unified inbox, while tracking the revenue impact of support interactions.

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Kayako

From $15/mo

Kayako is a unified customer service platform designed for growing businesses that need multi-channel support across email, live chat, and social media. It emphasizes providing context-rich customer conversations with complete journey timelines and collaboration tools, delivering a clean interface for personalized support experiences.

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Feature Comparison

Feature	Gorgias	Kayako
E-commerce Integration	Deep native integrations with major e-commerce platforms allowing agents to view orders, process refunds, and edit subscriptions directly within tickets	Basic integration capabilities but lacks specialized e-commerce functionality and order management features
Automation Capabilities	AI-powered automation with intent detection, automated responses, and macros specifically designed for common e-commerce inquiries	Standard automation features for ticket routing and responses, but less sophisticated than Gorgias's e-commerce-focused automation
Customer Context & History	Shows order history, purchase data, and customer value directly in tickets through e-commerce platform integrations	Provides comprehensive customer journey timeline and unified conversation history across all channels with strong contextual view
Revenue Tracking	Built-in revenue statistics that track support impact on sales, including revenue generated and saved through support interactions	Does not offer revenue tracking or metrics related to support's financial impact
Live Chat	Offers live chat as part of the unified inbox with e-commerce context	Features robust live chat with real-time visitor tracking and proactive engagement capabilities
Team Collaboration	Standard internal notes and team collaboration features within tickets	Strong emphasis on real-time team collaboration with internal notes and efficient team coordination tools

Pricing Comparison

Gorgias starts at $10/mo making it more affordable initially, while Kayako begins at $15/mo. However, both platforms' costs can increase significantly with ticket volume and team size, with Gorgias potentially becoming expensive as e-commerce ticket counts grow.

Verdict

Choose Gorgias if...

Choose Gorgias if you run an e-commerce business and need deep integrations with platforms like Shopify, want to manage orders directly from support tickets, or need to track how support impacts revenue. Its specialized e-commerce features and automation make it ideal for online retailers.

Choose Kayako if...

Choose Kayako if you're a growing non-e-commerce business seeking an intuitive, multi-channel helpdesk with strong customer context and team collaboration features. It's better suited for companies that prioritize conversation history and a clean interface over specialized e-commerce functionality.

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Customer Support

Pros & Cons

Gorgias

Pros

+ Purpose-built for e-commerce with order management capabilities built-in
+ Powerful automation reduces repetitive ticket handling significantly
+ Comprehensive integration ecosystem with e-commerce platforms and apps
+ Tracks revenue generated and saved through support interactions

Cons

- Pricing can become expensive as ticket volume grows
- Learning curve for advanced automation features
- Limited functionality for non-e-commerce businesses

Kayako

Pros

+ Intuitive and clean user interface that's easy to navigate
+ Strong customer context with unified conversation history
+ Seamless integration of multiple support channels
+ Real-time collaboration features for team efficiency

Cons

- Limited customization options compared to enterprise competitors
- Pricing can be expensive for small teams
- Fewer third-party integrations than leading alternatives