Overview: Helpshift and Kayako as Help Desk Category solutions.

Helpshift and Kayako both excel as help desk solutions with distinct strengths. Helpshift is renowned for its advancements in AI and customer feedback management, fostering enhanced customer relationships. It's a perfect match for enterprises focusing on mobile-first channels. Kayako shines in helpdesk and engagement management, with a strong orientation towards large enterprises in IT and services. Its robust knowledge management features make it ideal for businesses looking to improve internal communications and scale best practices.

Helpshift and Kayako: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Helpshift supports customer feedback management, engagement, satisfaction measurement, and helpdesk management, which aligns with its user focus on enhancing customer experiences and feedback loops. read more →

Kayako emphasizes helpdesk and engagement management alongside knowledge and workflow management, suiting businesses eager to streamline operational processes and customer interactions. read more →

Business Goals

Helpshift primarily aids in enhancing customer relationships and acquiring new customers, aligning well with businesses aiming to boost customer interaction and retention. read more →

Kayako targets goals like enhancing customer relationships, acquiring customers, and increasing sales, making it suitable for businesses focusing on revenue growth and improved communications. read more →

Core Features

Helpshift offers robust AI integration, data export/import, and custom reports, providing users with advanced analytics and seamless platform integration. read more →

Kayako highlights strong integration capabilities, ease of migration, and custom reports, catering to users who need in-depth analytics and flexible system transitions. read more →

Vendor Support

Helpshift's vendor support includes chat, phone, email, and 24/7 support, accommodating users who require consistent and multi-channel customer service assistance. read more →

Kayako offers extensive support mainly through chat and email, appealing to users who prioritize real-time communication and round-the-clock support options. read more →

Segments and Industries

Helpshift's main users are enterprises and mid-sized markets, with a strong presence in IT and computer software sectors, suggesting a focus on tech-savvy industries. read more →

Kayako predominantly serves large enterprises and has substantial traction in IT, marketing, and software industries, ideal for businesses with a broad customer service scope. read more →

Operational Alignment

Helpshift integrates well into mobile-first environments, adaptable for enterprises requiring agile and scalable solutions across various platforms. read more →

Kayako aligns with businesses needing comprehensive helpdesk solutions and operational scalability, suitable for complex, customer-driven environments in tech-heavy industries. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

low

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medium

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Email Support

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Chat Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Helpshift and Kayako

How can Helpshift and Kayako enhance your Helpdesk Management process?

Helpshift and Kayako both offer help desk management features, including live chat, ticket support, and help centers. Helpshift emphasizes ease of use and integration with existing apps, making it suitable for providing quick customer support within an app. Kayako focuses on comprehensive customer service management, integrating features like chat, email, social media, and help desk ticketing, which may make it more suitable for managing a wider range of customer interactions. Both tools have limitations, as Kayako's reporting and integration capabilities can be limited, while Helpshift lacks a robust web-based help center.

"...From a helpdesk technician virepoint Helpshift is incredibly easy to navigate with very little guidance...." Peer review by Greg D, Consumer Services Advisor (Technician), Computer Software

"...What drew us in was that help desk and customer messaging were included together...." Peer review by Corey W., CEO, Consumer Electronics

What makes Helpshift and Kayako ideal for Engagement Management?

Helpshift focuses on in-app customer engagement, enabling mobile app developers to improve customer experience and drive retention. Helpshift includes features like in-app knowledge bases and push notifications to proactively engage users. Kayako prioritizes comprehensive customer interaction tracking, providing a complete view of every customer engagement. Kayako offers features like automated ticket routing and detailed audit logs, enabling efficient ticket management. The limitations of these tools are not described in the comments provided.

"...so we rely on SMS and Apple Business Chat for half of our customer interactions, which is not something Helpshift currently supports...." Peer review by Angel Brockbank, Director of Customer Experience, Chatbooks

"...Kayako provides the flexibility we need to keep engaged and communicated both with our external and internal customers...." Peer review by Verified Reviewer, Transportation/Trucking/Railroad

How does Helpshift and Kayako address your Knowledge Management Challenges?

Helpshift and Kayako both offer knowledge base functionality, allowing companies to create and share information with customers. Helpshift distinguishes itself with more advanced features like AI-powered knowledge base, in-app messaging, and proactive customer engagement tools. Kayako focuses on providing a simple and inexpensive knowledge base solution, particularly useful for sharing FAQs and documentation. However, Kayako has limitations in areas such as search functionality and file management.

"...Pros: FAQ Knowledge base Survey and feedback Analytics Cons :..." Peer review by lakshay batra

"...Custom domains, email forwarding, chat based support, knowledge base and help center, it's all there...." Peer review by Donnie S, Technical Associate