Kayako vs SAP Customer Experience

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Zendesk Suite

Tidio

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Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

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Senior Director of Advertising and eCommerce

Kayako has streamlined our customer service operations by providing a scalable and customizable solution.

VP of Growth

Three weeks or so before the team stopped hovering.

Kayako - Customer Support Software made personal and simple with a unified customer service platform that helps you build closer relationships.

Access Controls/Permissions

Activity Tracking

AI Copilot

Alerts/Escalation

Alerts/Notifications

Application Management

Asset Tracking

Automated Routing

Autoresponders

Availability Management

Call Center Management

Capacity Management

Change Management

Chat/Messaging

Collaboration Tools

Communication Management

Configurable Workflow

Configuration Management

Contract/License Management

Customer Database

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Dashboard

Data Visualization

Email Management

Email Templates

Event Triggered Actions

Feedback Management

Help Desk Management

Incident Management

Interaction Tracking

Issue Auditing

Issue Management

Knowledge Base Management

Live Chat

Mobile Access

Monitoring

Multi-Channel Communication

Multi-Language

Offline Form

Performance Metrics

Problem Management

Project Management

Queue Management

Real-Time Chat

Real-time Consumer-facing Chat

Real-Time Data

Real-Time Monitoring

Recurring Issues

Release Management

Reporting/Analytics

Reporting & Statistics

Role-Based Permissions

Rules-Based Workflow

Search/Filter

Self Service Portal

Service Catalog

Service Level Agreement (SLA) Management

Single Sign On

Social Media Integration

Support Ticket Management

Surveys & Feedback

Tagging

Third-Party Integrations

Ticket Management

Website Integration

Workflow Management

Some users report that Kayako offers reasonable pricing and appreciate discounts for long-term licenses. However, reviewers indicate recent price increases, added support charges, and unexpected billing reduce value for money and cause frustration.

Value for money

By industry, Kayako reviewers are most commonly professionals in computer software (23%). The most frequent use case for Kayako cited by reviewers is customer support (71% of reviewers).

Kayako

Web-based

Windows

iPad

Android

Linux

iPhone

Olark

Freshdesk

ESSENTIAL

ENTERPRISE

Admin

You approve or tweak the draft, publish it, and Kay handles that ticket type unassisted from then on.

What surprised me was how much of it happens quietly in the background: ticket routing, KB drafting, first-pass resolutions.

Staff Software Engineer

I was able to resolve a customer issue quickly by tracking their ticket and providing a solution, all in one platform.

This enables efficient organization and tracking, while facilitating multi-channel customer engagement.

That's when we started turning on autonomous handling, category by category.

Then you start noticing the drafts need less and less adjustment.

At some point your agents are just clicking send.

Senior Field Technician

The main interface is clunky, sometimes tickets are slow to load in and notifications were easy to miss.

Director of Operations

Setting up the automations can be a bit difficult when you are first learning the program.

Automation of messaging with the customers.

Engineer

I like how quickly my issues have been resolved using this platform.

Manager Operations

The thing I liked the most is its on going monitoring of tickets, once a ticket cross a specified time defined, that ticket has got highlighted which means an overdue ticket requires you immediate attention.

Adding notes to the users and on current tickets is one of the great features of this software which allows the other users to understand the user and help them accordingly.

It allows to make different sections and sub section which helps for better management of your tickets.

Systems administrator 

Renewals are fraught with misleading comments and empty promises.  

Sometime the keyboard stops responding and despite the typing nothing has been going to write on the answer section of the ticket which sometimes is very annoying.

Software engineer

For example, navigating through all the features and setting up.

It keep the track of all tickets, open, in progress and closed ones.

I can managed unassigned tickets easily by assigning it to relevant persons.

Software Trainee

The Database management and queue management is the thing I lile best about this software.

Partner Relations Manager

I found Kayako to be an easy-to-use product.

Freelance Web Developer

The support for a JWT-based sign in for customers into the help centre means that people have a single account to sign in to everything, rather than creating separate accounts like you'd have to do with Zendesk or similar, and it just makes life a whole lot easier overall.

Naturopathic Doctor

Very helpful to start-up business as it provides total help desk and customer support in a more efficient manner.

I also find the notifications it provides are very iffy, sometimes not being delivered - and for some infuriating reason, there's no option to deliver emails for replies only when you're not already online!

Owner

A few days ago I received an email from kayako requesting that I contact them about my renewal. When I did, they informed me they would be increasing their pricing by 600% for this year, and an additional 25% each year thereafter.

IT Dept. Manager

I'm trying out the software, the documentations does not cover all possible scenarios.

many features do not work as in the documentation.

running and maintain requires a software development background.

I have used kayako as a knowledge base for my software.

Really easy and streamlined customer experience.

Customer Support

Communication

Knowledge Base

Features

Customer Tracking

Agent Support

Bugs and Issues

Pricing

Options

Freelancers

Small Business

Large Enterprises

Mid-size Business

Some users report that Kayako offers reasonable pricing compared to alternatives and appreciate the features included at its price point. Reviewers indicate that discounts for long-term or perpetual license holders can make the cost more attractive. Some reviewers find the per-user pricing value-friendly and say the app’s functionality justifies the expense. However, users think recent price increases and the shift from perpetual to subscription-based fees significantly reduce value for money. Some reviewers feel the cost is high for the features offered, dislike additional support charges, and express frustration with unexpected billing and auto-renewal practices.

Aurea

Salesforce Sales Cloud

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. The platform combines human sales professionals with AI-powered automation, data, and intelligence. This integrated solution is designed to help businesses of all sizes and industries.

SAP Customer Experience is a cloud-based customer relationship management solution that integrates with SAP ERP, forming part of the complete SAP business suite. The CRM software provides a single platform to store all client account information and manage all customer communications.

Campaign Management

Campaign Planning

Channel Management

Client Management

Contact Management

Customer Complaint Tracking

Customer History

Forecasting

For Insurance Industry

For Startups

Lead Generation

Lead Management

Lead Qualification

Lead Segmentation

Marketing Automation

Multi-Campaign

Multi-Channel Data Collection

Pipeline Management

ROI Tracking

Routing

Sales Pipeline Management

Search

Reviewers indicate SAP Customer Experience provides comprehensive functionality, and some find its pricing competitive for large enterprises. However, many reviewers say high licensing, implementation, and maintenance costs limit accessibility for smaller businesses, prompting some to seek cheaper alternatives.

Reviews for SAP Customer Experience come from a wide variety of industries, including computer software (10% of reviewers), information technology and services (8%), and telecommunications (8%). The most frequent use case for SAP Customer Experience cited by reviewers is CRM (44% of reviewers).

SAP Customer Experience

Basic

Complex and unintuitive interface

MSP Sales

All of the blocks on orders can get complicated - It crashes a lot & can be quite slow

Sales and Application Engineer

It is not easy to use if you are not relevant with the SAP.

52% of reviewers feel negative about SAP CRM’s ease of use. Some reviewers say the software’s interface is complex and not intuitive, especially for new or non-technical users. They find that navigating menus, locating features, and managing tasks can be confusing and time-consuming. Users mention that the abundance of options and non-intuitive design make training and onboarding difficult. Some reviewers report frustration with slow performance, frequent crashes, and the need for extensive customization, which they feel adds to the overall difficulty of using the system.

Robust customer service features

83% of reviewers feel positive about SAP CRM’s customer support capabilities. Some users report that the system helps them manage and record customer interactions across multiple channels, making it easier to access relevant information quickly. Reviewers appreciate the ability to track service tickets, add notes, and maintain comprehensive customer histories, which they say leads to more efficient and personalized support. They mention that the integration with other business modules and the presence of a supportive community contribute to smoother customer service operations and help resolve issues effectively.

Comprehensive client management tools

87% of reviewers feel positive about SAP CRM’s client support. Reviewers indicate that the platform allows them to efficiently manage customer information, track interactions, and handle complaints, which helps speed up their workflow. They say the unified customer view and real-time data access enable them to provide tailored service and quickly resolve issues. Some reviewers find the customizable tools and analytics valuable for understanding client needs and improving engagement. They appreciate being able to manage the entire customer journey, from sales to support, within a single platform, which they feel helps build lasting client relationships.

Material Management

Ease with which average customer is able to connect to the Company for order , sales and services.

QA Specialist

It successfully helps manage supply chain and logistics.

Accounts payable

Great connectivity, generous storage space, friendly interface, does not get stuck, intuitive functions

Great for handling a lot of data from customers, integrating different sources, and customizing to the business needs

Accounts Receivable

Once you learn how to use it it is a great tool for customer service and data.

Kayako vs SAP Customer Experience Comparison (2026)

Kayako

SAP Customer Experience

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives