If you’re evaluating Kustomer vs AeroChat, you’re likely deciding between a traditional enterprise customer service platform and a newer AI-first automation system built for ecommerce.
Both tools use AI, but they solve very different problems.
Kustomer focuses on agent-centric customer support with CRM depth, while AeroChat is designed to eliminate tickets altogether through ecommerce-aware automation across WhatsApp, website chat, Instagram, and Messenger.
This comparison breaks down where each platform fits, and which is the better choice depending on your business model.
Quick Comparison Overview
Category | Kustomer | AeroChat |
|---|---|---|
Core focus | Agent-led customer service | AI-led ecommerce automation |
Best for | Large support teams | Shopify & ecommerce brands |
AI usage | Assist agents | Replace repetitive conversations |
Shopify integration | Limited | Native |
WhatsApp automation | Partial | Full |
Refund & order automation | Manual workflows | Automated |
Omnichannel support | Yes | Yes |
Setup complexity | High | Low |
Cost structure | Enterprise pricing | Free + scalable plans |
What Is Kustomer?
Kustomer is an enterprise customer service CRM designed to help large support teams manage conversations across channels.
It provides:
Unified customer profiles
Ticket routing and SLAs
Agent productivity tools
CRM-style customer timelines
Kustomer works well when human agents remain at the centre of support. AI is used mainly to assist agents, not replace them.
This is very different from the automated ecommerce support model, where AI resolves most customer queries without tickets.
What Is AeroChat?
AeroChat is an AI-first customer service and sales automation platform built specifically for ecommerce and Shopify stores.
Instead of managing tickets, AeroChat focuses on resolving conversations automatically using live store data.
It automates:
Order tracking
Shipping updates
Refund and return explanations
Product questions
Checkout recovery
Pre-sale assistance
This approach is explained in the Shopify AI chatbot framework, which shows how AI replaces repetitive support workflows.
Key Difference: Agent-First vs Automation-First
The biggest difference between Kustomer and AeroChat is who does the work.
Kustomer
AI helps agents reply faster
Tickets still exist
Staffing scales with volume
AeroChat
AI resolves most queries itself
Tickets are eliminated
Staffing does not scale with volume
That is why AeroChat is often chosen as a Kustomer alternative by ecommerce brands that want fewer tickets, not better ticketing.
Ecommerce Capabilities Compared
Order Tracking
Kustomer can show order data to agents, but agents still reply manually.
AeroChat automatically answers “Where is my order?” using shipping status automation without human involvement.
Refunds and Returns
Kustomer requires agents to explain policies and process refunds.
AeroChat uses refund request automation to explain eligibility, timelines, and next steps instantly.
Pre-Purchase Support
Kustomer is reactive.
AeroChat works like an AI sales assistant, answering product questions and guiding customers toward checkout before they leave.
Omnichannel Support Comparison
Both platforms support multiple channels, but the experience is different.
Kustomer unifies channels so agents can reply from one dashboard.
AeroChat uses one AI across channels, creating a true omnichannel support chatbot where conversations continue seamlessly without repeating questions.
Cost and Scalability
Kustomer
Enterprise-level pricing
Costs increase with agents and volume
Longer onboarding and setup
AeroChat
Free entry option
Scales without hiring
Fast setup for Shopify stores
This is why AeroChat appears in comparisons of best ecommerce chatbots for cost-efficient growth.
When Kustomer Makes Sense
Kustomer is a good choice if:
You have a large, trained support team
You need deep CRM records
You operate in regulated environments
Human agents must handle most conversations
When AeroChat Is the Better Choice
AeroChat is the better option if:
You run a Shopify or ecommerce store
You want to reduce tickets, not manage them
WhatsApp and Instagram generate many messages
Order and refund questions dominate support
You want 24/7 replies without hiring
Most brands in this category eventually move away from helpdesk tools toward AI customer service automation.
Final Verdict
Kustomer is a strong agent-centric customer service platform.
AeroChat is a conversation-elimination engine built for ecommerce.
If your goal is better ticket handling, Kustomer fits.
If your goal is fewer tickets, faster replies, and lower costs, AeroChat wins.
That is why AeroChat is increasingly chosen as a Kustomer alternative by Shopify brands that want AI to run customer service, not just assist it.