Kayako and ServiceNow, 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.

ServiceNow: ServiceNow, a cloud-based workflow automation platform, enhances operational efficiencies by automating routine tasks and delivering digital workflows. Its capabilities include AI, analytics, mobile app building, and secure cross-enterprise integrations.

Kayako and ServiceNow: Customer Satisfaction Data

Most deployed common Use Cases for Kayako and ServiceNow

What benefits does Kayako and ServiceNow offer for Helpdesk Management?

Both Kayako and ServiceNow are used for managing help desk operations. Kayako is designed for customer service and includes features for live chat and email support, while ServiceNow is more focused on IT help desk and incident management. Kayako offers a user-friendly interface and strong reporting capabilities, while ServiceNow provides a wider range of functionalities for managing internal processes. Both systems have limitations, including sometimes confusing interfaces and limited reporting capabilities.

"...Very good product, it perfectly oriented to give helpdesk chat and support to customer on one friendly interface...." Peer review by Administrator

"...Strong ROI stemming mainly from reductions in call center volume, fewer outages, and faster outage resolution...." Peer review by Akil Franklin, Technology Director, Fenway Group

What solutions does Kayako and ServiceNow provide for Workflow Management?

Kayako and ServiceNow both provide automated workflows to manage tickets. Kayako emphasizes user-friendliness with features like macros and rules, while ServiceNow prioritizes powerful workflow automation with a focus on efficiency. ServiceNow requires technical expertise to create custom workflows, while Kayako offers more flexibility for different departments but may lack intuitive workflow design. Kayako's on-premise solution allows customization, while ServiceNow's cloud-based platform offers a centralized management solution.

"...Organization of workflow...." Peer review by Anne Hulsether, Application Support Specialist, Columbia Sussex

"...Incident communication workflows are easily customized to ensure that agents are responding to incidents within management defined SLAs...." Peer review by Technician in Information Technology

What Are the key features of Kayako and ServiceNow for Engagement Management?

Both Kayako and ServiceNow allow for tracking and managing customer interactions. Kayako focuses on providing a detailed history of individual customer interactions, while ServiceNow is used for broader customer engagement across multiple functions like incident management, project management, and change management. ServiceNow offers a more comprehensive solution for managing internal processes and compliance, while Kayako excels in providing real-time communication and personalized interactions with customers. However, both tools may require careful configuration and planning to ensure optimal user interaction and effectiveness.

"...Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period...." Peer review by Neil R, Manager

"...From automatically engaging the appropriate on-call team for a priority incident to generating a Problem from that incident that, in turn, becomes a Change......" Peer review by Stephanie L., Mechanical or Industrial Engineering

What benefits does Kayako and ServiceNow offer for Knowledge Management?

Kayako and ServiceNow both offer Knowledge Management features. Kayako focuses on providing a knowledge base for customer support, allowing for easy creation and access to documentation. ServiceNow, however, uses Knowledge Management as part of its larger service management platform, enabling knowledge sharing across the entire organization. A key difference is that Kayako is primarily focused on customer-facing knowledge, while ServiceNow emphasizes internal knowledge sharing. Both platforms offer limitations, such as issues with search functionality in ServiceNow's knowledge base.

"...Also the built in knowledge base is a helpful tool. ...." Peer review by Verified Reviewer, Education

"...The way the app brings up related knowledge base article suggestions is great too...." Peer review by User

How can Kayako and ServiceNow optimize your Communication Management Workflow?

Kayako and ServiceNow both allow users to communicate with customers and track interactions. Kayako focuses on customer support and communication through channels like email, chat, and social media. ServiceNow, on the other hand, is a broader platform that manages internal processes and workflows, including communication, but also encompassing areas like risk management and compliance. ServiceNow offers greater customization and integration with other systems, while Kayako excels in customer-facing communication features. The limitations of both systems are that neither has a published roadmap for future development.

"...Macmillan Education is a global educational publisher with customers all over the world...." Peer review by Laura Pearson, Product Support Coordinator, Macmillan Education

"...It is used across all of IT internally and then externally for the help articles and incident help tracking (emails)...." Peer review by Employee in Information Technology