Shopify app comparison · updated Sep 16, 2026
Gorgias vs Kustomer
Compare Gorgias and Kustomer for Shopify chat using current ratings, review activity, pricing, features, and OngoingAI-observed adoption.
Gorgias Inc.
Gorgias: AI, Helpdesk & Chat
Leading AI-powered conversational commerce platform for brands
- Rating
- 4.30
- Reviews
- 703
- Review growth · 30d
- +84 · +13.6%
- Pricing
- Free trial available
- Years on Shopify
- 9
- Stores observed
- 5,890
Kustomer
Kustomer
Revolutionize support with Kustomer's AI CRM. Gain deep insights for superior customer experiences.
- Rating
- 5.00
- Reviews
- 24
- Review growth · 30d
- +1 · +4.3%
- Pricing
- Free to install
- Years on Shopify
- 6
- Stores observed
- 97
Our read
Gorgias has the stronger observed market footprint in OngoingAI's data — it appears on 60.7× more tracked stores and carries 28.2× the App Store review depth. Ratings and recent review growth are closer.
- Rating
- Kustomer leads5.0 vs 4.3
- Review growth
- Gorgias faster+13.6% vs +4.3%
- Review depth
- Gorgias28.2× more reviews
- Observed adoption
- Gorgias60.7× more tracked stores
Review trajectory
How each app's Shopify reviews are moving.
Daily App Store review counts since we began tracking — who's gaining reviews fastest, who holds the larger base, and how the race is developing.
Gorgias leads total reviews and is adding them fastest over the tracked window.
Reviews each app has gained since the start of this tracking window. · Tracking window · Aug 18 – Sep 16, 2026
Head-to-head
The signals, side by side.
Each row reads straight from the live App Store listing and OngoingAI’s census. The Difference column states the gap — not a buyer recommendation.
| Dimension | Gorgias | Kustomer | Difference |
|---|---|---|---|
| Rating | 4.30 | 5.00 | Kustomer +0.70 |
| Reviews | 703 | 24 | Gorgias 28.2× |
| Review growth · 30d | +84 · +13.6% | +1 · +4.3% | Gorgias faster |
| Listed pricing | Free trial available | Free to install | Not directly comparable |
| Years on Shopify | 9 | 6 | Gorgias +3y |
| Stores observed | 5,890 | 97 | Gorgias leads |
Which fits your requirements?
Choose by what you actually need.
Choose Gorgias if…
- You need file upload
- You need behavior tracking
- You need agent analytics
- Recent review-growth signals matter to you
Choose Kustomer if…
- You need multi-language
- You need ai responses
- You need ai summaries
- A higher App Store rating is a priority
Tied to observable requirements only — listed capabilities, ratings, review growth, adoption and price. It doesn’t assert usability or support quality.
Feature differences
What Gorgias and Kustomer each do that the other doesn’t.
They cover largely the same ground — 53% of listed capabilities overlap. The decision material is the rest: what each lists that the other doesn’t.
Gorgias only
19
- File upload
- Behavior tracking
- Agent analytics
- Customer insights
- Cart recovery
- Discounts
- Greetings
- Product recommendations
- Quick replies
- Review requests
- Order updates
- Cross-sell
- Upsell
- Emojis and stickers
- Agent avatar
- Self-service
- Contact form
- Auto-reply
Kustomer only
6
- Multi-language
- AI responses
- AI summaries
- Ticketing
- Multi-store
- Analytics
21 shared capabilities
- Chat
- AI chatbots
- Live chat
- SMS
- Email chat
- Voice support
- Social media
- Real-time translation
- FAQs
- Color and font
- Chat window
- Business hours
- Welcome messages
- Chat buttons
- Tagging
- Chat assignment
- Chat flows
- Helpdesk
- Chatbot
- Phone
- Help center
Observed adoption
Who actually runs each, on real stores.
The stores OngoingAI’s weekly census observes running each app, and the platform each skews toward — observed presence, not vendor-reported install totals.
Gorgias
5,890
stores observed
Skews Shopify · 98%
Kustomer
97
stores observed
Skews Shopify · 89%
Scope
What this comparison measures.
What it measures
Shopify App Store ratings and review counts, rating distribution, developer reply rates, reviewer tenure and geography, listed pricing and capabilities, category data, and OngoingAI-observed storefront adoption for Gorgias and Kustomer.
What it doesn’t
Hands-on usability, customer-support quality, deliverability, merchant sentiment from review text, or revenue impact. We draw a sharp line around what we can observe.
Methodology
Where the numbers come from.
Ratings, review counts, pricing, and categories come from the live Shopify App Store listing, refreshed daily. Review growth compares the observed snapshots across the trailing 30-day window. “Stores observed” and the platform split come from OngoingAI’s weekly storefront census — the real stores running each app, not the listing’s claimed totals. Comparison generated Sep 16, 2026.
See who’s switching — as it happens.
Track app adoption on live ecommerce stores. Find merchants running Gorgias or Kustomer, follow stack changes, and see when a store installs, removes, or replaces an app.