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Kayako vs Intercom Comparison

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Overview

Kayako is the unified customer service platform that helps companies manage customer requests and conversations over any...

Category Leaders

Intercom is the first Conversational Relationship Platform that enables businesses to deliver conversational, messenger-based...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$

15

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

38

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

60

59

24

4

10

  • Value for money
  • Ease of use
  • Features
  • Customer support
87%
would recommend this app

5

4

3

2

1

509

186

54

10

15

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

I really like the clean and simple interface. Its a pleasure to use and looks really nice on a mretina screen.
Control of the conversations with my costumers, insights of what they need (What kind of doubts they have), a nice support that helps me with the configuration, a beautiful landpage for my articles.
I like the UI and again, the ease of use. The system is quick to pick up and is easy to recommend to someone.

Pros

The product really has a good user experience for the end-user. Fantastic that you can have the same customer support on both website and in the app, which all are linked up together.
Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality.
When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Cons

The migration to the new version was horrible. There was little communication and I had to keep following up.
Features and functionality missing or not working.
I have used this and I am surprised that the review at your website is so much biased.

Cons

Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.
We have stuck with intercom for 4 years at this point and no plans to leave.
Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.
  • Vendor responds to reviews
  • Last review4 months ago
  • Vendor responds to reviews
  • Last review5 days ago

Key features

  • Total features89
  • @mentions
  • AB Testing
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Analytics/ROI Tracking
  • Application Management
  • Appointment Management
  • Asset Tracking
  • Auto-Responders
  • Automated Routing
  • Automatic Lead Distribution
  • Availability Management
  • CAN SPAM Compliance
  • CRM
  • Call Center Management
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Channel Management
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Conversion Rate Optimization
  • Customer Database
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Drip Campaigns
  • Dynamic Content
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Email Response Control
  • Email Templates
  • Employee Profiles
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Geotargeting
  • Help Desk Management
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Knowledge Base Management
  • Lead Capture
  • Lead Database Integration
  • Lead Distribution
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Marketing Automation
  • Mobile Access
  • Mobile Optimized Emails
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Company
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Performance Metrics
  • Personalization
  • Proactive Chat
  • Problem Management
  • Productivity Analysis
  • Project Management
  • Prospecting Tools
  • Push Notifications
  • Queue Management
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • Role-Based Permissions
  • Rules-Based Workflow
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Spam Blocker
  • Status Tracking
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Virtual Assistant
  • Visitor Management
  • WYSIWYG Editor
  • Web Forms
  • Website Integration
  • Website Visitor Tracking
  • Workflow Management
  • eCommerce Management
  • Total features85
  • @mentions
  • AB Testing
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Analytics/ROI Tracking
  • Application Management
  • Appointment Management
  • Asset Tracking
  • Auto-Responders
  • Automated Routing
  • Automatic Lead Distribution
  • Availability Management
  • CAN SPAM Compliance
  • CRM
  • Call Center Management
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Channel Management
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Conversion Rate Optimization
  • Customer Database
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Drip Campaigns
  • Dynamic Content
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Email Response Control
  • Email Templates
  • Employee Profiles
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Geotargeting
  • Help Desk Management
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Knowledge Base Management
  • Lead Capture
  • Lead Database Integration
  • Lead Distribution
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Marketing Automation
  • Mobile Access
  • Mobile Optimized Emails
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Company
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Performance Metrics
  • Personalization
  • Proactive Chat
  • Problem Management
  • Productivity Analysis
  • Project Management
  • Prospecting Tools
  • Push Notifications
  • Queue Management
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • Role-Based Permissions
  • Rules-Based Workflow
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Spam Blocker
  • Status Tracking
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Virtual Assistant
  • Visitor Management
  • WYSIWYG Editor
  • Web Forms
  • Website Integration
  • Website Visitor Tracking
  • Workflow Management
  • eCommerce Management

Integrations

  • Total integrations79
  • Constant Contact
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • Wordpress
  • Xero
  • Zapier
  • Zendesk
  • Total integrations334
  • Constant Contact
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • Wordpress
  • Xero
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Kayako logo

Kayako

Very good all in one support solution

Reviewed 3 years ago

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

No real cons for me. The only aesthetic thing I don't like is the look of the chat widget. Looks alien and not as sleek as other platforms like Crisp, Drift and Intercom.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Kayako logo

Kayako

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

Reviewed 2 years ago

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. It was plagued of usability issues and it wasn't strange to hear a comply - and even some cursing - upon its lack of functionality and flexibility. In the end, we eventually moved to Intercom since it also let us integrate the helpdesk with our (at that time) brand-new mobile apps.

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Kayako logo

Kayako

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

Reviewed 3 years ago
Pros

- Standard support tracking software not trying to "re-invent" how support should run. - Price is "ok", but alternatives should be considered first, given more mature platforms are available for the same price point. - 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.

Kayako vs. Intercom

See how Kayako and Intercom stack up against each other by comparing features, pricing, ratings, integrations, security & more.