Kayako vs. Kustomer: Help Desk Solution Comparison 2025

Overview: Kayako and Kustomer as Help Desk Category solutions.

Kayako and Kustomer both serve the help desk sector but cater to different user needs. Kayako focuses on robust helpdesk management and seamless engagement with advanced integration and custom reporting. It is favored by large enterprises in the IT sector. Kustomer excels in engagement and contact management with a strong emphasis on analytics and AI-powered features, appealing to the retail industry. Both offer substantial support but differ in client scale and industry focus.

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.

Kustomer: Kustomer delivers faster, richer customer experiences with omnichannel messaging and a unified customer view. AI-powered automations enhance service efficiency.

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

Key Capabilities Supported

Kayako specializes in helpdesk management and engaging follow-ups tailored for large enterprises and the IT industry. read more →

Kustomer emphasizes engagement management and contact history, catering to retail businesses with a need for detailed customer interactions. read more →

Business Goals

Kayako aims to enhance customer relationships and aid in acquiring new customers, focusing on integration and communication optimization. read more →

Kustomer also enhances customer relationships but prioritizes internal communication improvements and scaling practices, aligning with retail organization goals. read more →

Core Features

Kayako offers robust integration, custom reports, and data export/import capabilities, essential for IT-intensive or large-scale operations. read more →

Kustomer excels with AI-powered features, comprehensive analytics, and strong security measures, which meet the needs of dynamic retail sectors. read more →

Vendor Support

Kayako provides extensive 24/7 support with multiple channels including chat and email, supporting diverse enterprise needs. read more →

Kustomer offers 24/7 support as well, with focus on phone and chat, catering to smaller businesses with direct support needs. read more →

User Segments and Industries

Kayako is predominantly used by large enterprises and the IT sector, indicating its fit for complex, tech-heavy companies. read more →

Kustomer finds its niche in the retail industry with a strong base in enterprise and mid-market segments, designed for customer-centric environments. read more →

Operational Alignment

Kayako integrates well into the existing workflows of large companies, particularly in managing vast amounts of information and customer interactions. read more →

Kustomer suits retail or customer-oriented businesses, focusing on efficient contact management and supporting customer feedback loops. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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low

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Integration Risk

medium

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low

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Migration Risk

medium

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low

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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

Email Support

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Phone 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 Kayako and Kustomer

How does Kayako and Kustomer address your Engagement Management Challenges?

Kayako and Kustomer both focus on managing customer interactions. Kayako emphasizes tracking individual customer interactions over time, providing a comprehensive history of interactions. Kustomer focuses on providing a centralized platform for multiple communication channels and fostering engagement with customers. Kayako offers features like automated replies and detailed audit logs, while Kustomer highlights its ability to create and manage customer relationships. It is important to note that these summaries are based on the provided comments and may not reflect all aspects of the tools.

"...We really like it to manage our customer interactions...." Peer review by Executive in Customer Service

"...The platform allows you to engage customers on multiple channels including texts, email, chat, voice, Facebook messenger, and others...." Peer review from Featured Customers

What makes Kayako and Kustomer ideal for Workflow Management?

Kayako and Kustomer both offer features that help manage workflows, using automated tasks and rules to organize customer interactions. Kayako focuses on simplifying workflows for help desk operations, while Kustomer prioritizes robust workflow creation with advanced features like search and scripting. However, both tools require technical expertise to fully leverage their workflow capabilities.

"...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

"...Workflows - create webhooks, API endpoints, etc and build out triggers, condition steps and actions...." Peer review by Meagan McKinnon, Head Of Customer Experience, ParkWhiz