Kayako and Help Scout, An In-Depth Comparison 2024

Comparison Summary

Kayako: Kayako is a help desk software platform for personal and connected customer service. Exceptional service is delivered across live chat, email, Facebook, and Twitter in multiple languages.

Help Scout: Help Scout's shared inbox, help center, and live chat software streamline customer communication management. Teams are equipped with essential tools for efficient service.

Kayako and Help Scout: Customer Satisfaction Data

Most deployed common Use Cases for Kayako and Help Scout

What benefits does Kayako and Help Scout offer for Helpdesk Management?

Both Kayako and Help Scout provide help desk management, but they differ in their functionality. Kayako is a more comprehensive platform with features such as chat, email service, and social media integration, whereas Help Scout focuses primarily on email support. Kayako allows for greater customization and reporting through its KQL language, while Help Scout prioritizes user-friendliness and quick responses. However, Help Scout’s limitations are apparent when its use extends beyond email support.

"...It keep the workflow of the day-to-day help desk organized via automated tasks and custom widgets...." Peer review by Jericho Fulgencio, IT Project Coordinator, SwiftTech Technology Solutions LLC

"...We have also asked many questions and had their support team help us use the product better...." Peer review by McKane D., Internet

What benefits does Kayako and Help Scout offer for Engagement Management?

Kayako and Help Scout both provide tools to track and follow up with customer interactions. Kayako emphasizes individual customer interaction histories, while Help Scout focuses on a more integrated approach, connecting interactions across various channels. Kayako offers a comprehensive system with detailed audit logs and automated routing features, whereas Help Scout prioritizes intuitive interfaces and integration with other services. These summaries are based on the provided comments and may not represent all features or differences between the tools.

"...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

"...The HelpScout ticket platform is easy to use and always improving, with a beautiful interface and interaction with the user they make the support work less painfully...." Peer review by Lucas M., Internet

How can Kayako and Help Scout enhance your Knowledge Management process?

Kayako and Help Scout both enable users to create knowledge bases for self-support documentation. Kayako provides the ability to create multiple knowledge bases while Help Scout allows for robust integrations that facilitate knowledge base development. Kayako users have commented on its affordability, while Help Scout is noted for its reporting capabilities and mobile app functionality. Both platforms face limitations, such as shortcomings in knowledge base search and file management features.

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

"...Providing email support to our large user base, tracking metrics for support volume and quality, external and internal knowledge bases...." Peer review by Jesse E, Client Success Manager , Computer Software

How can Kayako and Help Scout enhance your Workflow Management process?

Both Kayako and Help Scout focus on managing workflows through automation. Kayako offers more robust features like custom fields and SLA management, while Help Scout prioritizes simplicity and user-friendliness. Kayako's workflow functionality can be complex, while Help Scout's workflows may be limited in some cases.

"...It can add customized fields to follow our special work flow...." Peer review by Li Z., Computer Software

"...The UI is great (especially since 2015) and the workflows are easy to learn and relatively powerful...." Peer review by Jesse Bye, Computer Software

What benefits does Kayako and Help Scout offer for Communication Management?

Kayako and Help Scout both manage customer communications and track incoming emails. Kayako allows users to track conversations across multiple channels, while Help Scout focuses primarily on email. Kayako offers a knowledge base feature for publishing articles, while Help Scout provides helpful documentation and an industry blog. Both tools have limitations. Kayako lacks a published development roadmap, and Help Scout struggles to track chats and calls effectively.

"...This has allowed us to track and monitor our incidents and support issues pretty easily and has streamlined some of our processes. ...." Peer review by Verified Reviewer, Banking