Great DTC brands trust us with their customer support

We’d like to tip our hats to the team at Kustomer.

They have done a great job in building a product that empowers large ecommerce brands to manage customer support. And if you’re here evaluating Kustomer alternatives like DelightChat, then you’re already on the right track for finding tools that empower your brand to deliver delightful customer service.

So what’s the difference between Kustomer and DelightChat?

Sure, we’ll have differences in the way our product is implemented, its design, certain feature set, and more of which you can find out about in the post below.

But one reason stands out more than anything else. The one reason to rule them all.

It is our DNA.

The founding team at DelightChat initially built software for small ecommerce and DTC brands. From the roots, we are built for the small teams, the underdogs, the ones trying to change the world from the ground up.

That’s why you’ll find DelightChat to be designed for ease-of-use (small business owners have a lot on their plate already). And a pricing model that’s affordable and enables your brand to get the best software, without breaking the bank.

We created DelightChat to be the best customer support software for small ecommerce & DTC brands.

Top reasons why DTC brands choose DelightChat over Kustomer.

Top reasons why DTC brands choose DelightChat over Kustomer.

Reason #1

A single screen to delight your customers

Do boring, clunky, and badly designed tools bother you? Well, it bothers us. For example, who would want a new screen being opened each time there’s a new ticket being opened? 

That’s why we created DelightChat, a customer service tool designed for the ecommerce industry that’s aesthetically elegant and quite simple to use. With DelightChat you can respond to your customer queries, collaborate with your team & perform certain Shopify admin operations, all from one screen. No need to move around tabs to respond to a  customer query. 

Reason #2

Developed for ecommerce brands

Kustomer is no doubt a pretty decent customer support platform but it’s built for all industries. It doesn’t take into account the unique problems an ecommerce business face every day.  

That’s not the case with us. DelightChat was born to solve the customer support management woes an SME ecommerce or DTC business face daily. Our extensive set of features like team collaboration, conversation-first approach, deep Shopify integration enable us to provide the best possible solution for budding DTC & ecommerce companies. 

Reason #3

Super affordable with top-of-the-line features 

Your business is unique and you probably have a different workflow to handle your customer service operations. With a pretty diverse set of features, DelightChat caters to all kinds of SMB ecommerce & D2C brands. Multi-channel helpdesk, team collaboration, deep integrations with Shopify & other apps - we got it all.

But unlike Kustomer, we don’t charge by the number of reps you onboard or add additional charges for ancillary features. If you like, go ahead and onboard your entire team. We simply charge by the number of conversations you have with your customers in a month.  

Reason #4

Easily collaborate with your team right from the main screen

Up until now, were you collaborating with your team over WhatsApp or Slack by sharing customer query screenshots? Or, maybe you’d be jumping between tickets within Kustomer to resolve a simple customer complaint? All that ends today. 

With DelightChat, you can collaborate with your team and respond to customer queries from a single screen. No need to juggle between different tabs or lose your way within the tool itself. 

Reason #5

Add as many reps as you want; we never charge extra

We don’t hold you in contempt for adding extra users, encourage unsafe practices like seat sharing, or create an “intelligent” pricing model that you will need 6 days and 7 nights to uncover the mystery. 

Unlike Kustomer, our plans are based on the number of conversations you have with your customers in a month. Add all your teammates, manage thousands of orders (or more), and connect your favorite apps to the account. You still just pay an uncomplicated monthly subscription fee.

Reason #6

Integrates with Shopify and other apps

Honestly, you don’t have the time to navigate different apps to find the basic (and necessary) information. DelightChat adheres to that idea by having deep integrations with Shopify and other important ecommerce applications. 

For example, before DelightChat, our customers would modify the wrong order because they searched with the wrong ID on the Shopify admin dashboard. Deep Shopify integrations mean the guaranteed peace of mind that you will always modify the correct order.

Reason #7

Conversation-first design

Most ecommerce tools are created to function as a ticketing system. If a customer asks a query or reports a problem, a ticket gets generated and you solve it. But your customers are humans and not just an assigned ticket in your support tool. 

That’s why we have built DelightChat with a conversation-first approach. The app interface gears you to have a conversation with your customer like a human, as opposed to just treating them like a lifeless ticket. Even when you’re replying to an email, it feels like you’re right there having a real conversation with your customer. 

Reason #8

Got more than one Shopify store? Connect them

We can feel the pain of managing multiple customer support tools if you run more than one ecommerce store. Running more than one ecommerce business on Shopify? Connect them all and deliver delightful customer support from a single screen. 

Reason #9

You can be up and running in no time

Unlike Kustomer where you jump through hoops just to start using the tool, you can start using DelightChat in less than 5 minutes. Our tool is so simple that you don’t need to talk to a sales rep, watch a 20-min explainer video, or sit through an hour-long demo.

We built DelightChat to be self-serve. That means you sign-up and start using it without anyone’s help. Our beta customers say that they could figure out the basic operations within a couple of minutes.

Reason #10

Best support from a small & caring team

We noticed this at our previous company SuperLemon that bigger companies like Kustomer don’t care much for SME ecommerce brands. They either have to wait a minimum of 24 hours for someone to answer their query, or they’re left to fend for themselves.

At DelightChat, we take great pride in providing delightful service to all our customers, whether they’re on the free plan or the paid ones. We love our customers and since we’re a small team (<10 members), we always put you first.


All the features you need from an ecommerce helpdesk.

Tags tickets and keep track
Tags are like labels on Gmail. They help you see at a glance how many tickets are currently open and quickly search for a conversation related to a certain label, eg. "refunds".
Respond instantly to common queries
Answer frequently asked questions in no time using Fast Replies, a feature that lets you save common template messages to answer repetitive queries.
Assign tickets to team members
Assign tickets and keep track of who is handling a particular customer query. That way you can ensure that all customer issues are always attended to.
Set User Roles & Permissions
Set user roles and permissions to assign different functions to different team members and control access to data as per your needs.
Manually create new tickets
Received a phone call or text from a new customer? No worries! Easily create a manual ticket which you can track internally.
Mobile app to go
Manage your support inbox and delight customers with fast responses from wherever you are with our Android or iOS mobile app.

Best of all, you'll be in the hands of a small team that cares.

Set up and use in minutes
We know most other support software take forever to figure out. And that's why DelightChat is built to get you up & running in a matter of minutes.
Fast and dedicated support
You’ll receive 1:1 concierge onboarding and dedicated support whatever the plan you select. No need to get a higher plan just to have your queries answered.
14-day free trial, affordable pricing
We'll start you off with 14 days of free trial to explore all the features with no restrictions. Once you're ready, our affordable plans will greet you.

Our customers say DelightChat is easy-to-use. They also love our fast & friendly support 😍

The Nestery
With over 300+ vendors and a large customer base, we moved from Freshdesk to DelightChat in April, so we could have all members collaborating. The sync with Shopify is seamless and fast replies with dynamic fields helps answer repetitive queries such as "Where is my order?" quickly.
Studio Y
The app has a clean UI. It literally took 15 minutes to be up and running after integrating Email, WhatsApp, Facebook messenger & comments and Instagram comments.
Tilfi
Our experience with the DelightChat team has been amazing. It is the perfect combination of a great product, very simple and intuitive UI, and outstanding support. Whats even better is that they are constantly seeking to get better and to improve your experience.
Fabric Pandit
One word for DelightChat - Game Changer. Absolutely focussing on providing the best customer experience with literally the most seamless & user friendly UI we have seen yet. We currently handle over 3k orders daily and we have tried almost every customer support tool out there but DelightChat suited our operations to handle the high volume of tickets across multiple channels best.
XYXX Apparels
You ought to have DelightChat on your store to streamline, manage & easily handle every customer issue. Very easily replaces multiple 'desk' software & provides solutions for everything that you'd possibly need. Need something additional? DC team is extremely agile & they love to solve your problems quickly.
Sleepy Owl Coffee
DelightChat has made life so much easier for us at Sleepy Owl! Apart from the ease of use, Preetam & his team have been very accommodating to tweak and make this a super helpful app for brands like ours. With all channels consolidated into one, it has saved us all a lot of time and hassle. Working with the team is a pleasure by itself. Highly recommended!

Ready to simplify your customer support operations?

Still deciding? Perhaps these FAQs can help!