Kayako vs Intercom Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Security
Audit logs
Encryption
File sharing
Security alerts
Access control
Data policy
Social presence
Facebook
Twitter


Reviews

Anonymous
A verified reviewer

Very good all in one support solution

2018-04-24

Was able to set up a knowledge base quickly and add chat widget to our software for users to have quick access to it. I also like the app and the way it streamlines our support communications.

Pros

Covers the complete client journey from prospect to client without having to purchase separate apps. Has plenty of integrations and I'm using Kayako with WHMCS as well. I like the ability to create different knowledge bases.

Cons

Looks alien and not as sleek as other platforms like Crisp, Drift and Intercom.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Kayako Reviews
Kayako
Unified customer service platform
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Anonymous
(Information Technology and Services company, 10001+ employees)

Please be aware this is a review for an year-old version of Kayako

2019-03-05

I used Kayako A LOT on a previous position for all our customers and clients communications and to manage ticket assignment to my team (later, we switched to Intercom). While it served its purpose at the time, for a team of about thirteen support engineers, we never feel comfortable with it.

Pros

- Fast to load - Just enough features to handle customer support request via a ticketing system

Cons

- Cumbersome and ugly UI makes difficult to find what you're looking for if you don't know where to look - Lack of flexibility to manage tickets and assign them to the team - Some features missing

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Kayako Reviews
Kayako
Unified customer service platform
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Anonymous
A verified reviewer

Software is buggy, support is not keeping up with requests. India-based support.

2018-06-21

Pros

- Ability to offer Email / Chat / Social support which are well integrated - KB articles is included which is good, fairly configurable on the visual front (ie more than Intercom) - Ready to go if you are looking for a simple support system with a single team / person / level of support.

Cons

- The integration with the KB articles is incomplete and there is no value-add in using a single platform for both KB + Ticketing. - Live Chat messenger is limited in functionality - We have discovered that the software was completely overhaul 2 years ago to make it cloud-based (previously server installed) and not as stable as one would expect for a 10 yo company. - Their support is passing the "buck" continuously and ends up closing issues which were not resolved. - features are promised to be delivered with ETA and are either not delivered or half-baked - full disclosure we are planning on migrating away within 3 months.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Kayako Reviews
Kayako
Unified customer service platform
Read more