Compare Kayako vs Salesforce Service Cloud
See this
comparison of Kayako vs. Salesforce Service Cloud
based on data from user reviews. Kayako rates 4.1/5 stars with 171 reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,514 reviews. Each product's score is calculated by real-time data from verified user reviews.
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Kayako
Kayako
Optimized for quick response
Salesforce Service Cloud
Salesforce Service Cloud
Optimized for quick response

Pricing

 
Inbox
$15
/agent/month
Salesforce Service Essentials
$ 25 USD
Per user/month (billed annually)
 
Growth
$30
/agent/month
Lightning Professional
$ 75 USD
Per user/month (billed annually)
 
Scale
$60
/agent/month
Lightning Enterprise
$ 150 USD
Per user/month (billed annually)
 
Lightning Unlimited
$ 300 USD
Per user/month (billed annually)
 
Free Trial
Free Trial
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial
Salesforce Service Cloud
Salesforce Service Essentials
$ 25 USDPer user/month (billed annually)
Lightning Professional
$ 75 USDPer user/month (billed annually)
Lightning Enterprise
$ 150 USDPer user/month (billed annually)
Lightning Unlimited
$ 300 USDPer user/month (billed annually)
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
8.4
Ease of Use
Ease of Use
8.4
8.0
Ease of Setup
Ease of Setup
8.0
7.5
Ease of Admin
Ease of Admin
8.1
7.9
Quality of Support
Quality of Support
8.2
8.1
Ease of Doing Business With
Ease of Doing Business With
8.4
8.4
Product Direction (% positive)
Product Direction (% positive)
7.1
7.8
Meets Requirements
Kayako
8.1
Salesforce Service Cloud
8.4
Ease of Use
Kayako
8.4
Salesforce Service Cloud
8.0
Ease of Setup
Kayako
8.0
Salesforce Service Cloud
7.5
Ease of Admin
Kayako
8.1
Salesforce Service Cloud
7.9
Quality of Support
Kayako
8.2
Salesforce Service Cloud
8.1
Ease of Doing Business With
Kayako
8.4
Salesforce Service Cloud
8.4
Product Direction (% positive)
Kayako
7.1
Salesforce Service Cloud
7.8

Features

Ticket and Case Management
Workflow
Kayako
8.1
Salesforce Service Cloud
8.1
Response Automation
Kayako
8.3
Salesforce Service Cloud
8.1
SLA Management
Kayako
7.9
Salesforce Service Cloud
8.0
Attachments/Screencasts
Kayako
7.4
Salesforce Service Cloud
7.7
Ticket Collaboration
Kayako
8.5
Salesforce Service Cloud
8.1
Ticket creation user experience
Kayako
8.8
Salesforce Service Cloud
8.3
Ticket response user experience
Kayako
8.4
Salesforce Service Cloud
8.2
Knowledge Share
Knowledge Base
Kayako
8.9
Salesforce Service Cloud
8.5
Searchable Articles
Kayako
9.2
Salesforce Service Cloud
8.2
Community Forums
Kayako
8.6
Salesforce Service Cloud
8.2
Interactive FAQs & Forums
Kayako
8.5
Salesforce Service Cloud
7.9
Communication
Pop-up Chat
Kayako
8.9
Salesforce Service Cloud
8.4
Notifications
Kayako
8.5
Salesforce Service Cloud
8.0
Targeted Emails
Kayako
8.3
Salesforce Service Cloud
8.3
In-App Messaging
Kayako
8.9
Salesforce Service Cloud
8.3
Interaction
Web Portals
Kayako
9.0
Salesforce Service Cloud
8.3
Forum to Reponse
Kayako
8.0
Salesforce Service Cloud
8.3
Tickets and Tagging
Kayako
9.3
Salesforce Service Cloud
8.5
Live Chat
Kayako
8.9
Salesforce Service Cloud
8.2
Internal Use
Customization
Kayako
7.8
Salesforce Service Cloud
8.1
Conversation Archiving
Kayako
8.8
Salesforce Service Cloud
8.2
Lead Development
Kayako
8.0
Salesforce Service Cloud
8.2
Knowledge Base
Kayako
8.6
Salesforce Service Cloud
7.9
Team Inbox
Kayako
8.7
Salesforce Service Cloud
8.4
Customer Profiles
Kayako
8.1
Salesforce Service Cloud
8.3
Communication Channels
Customer Portal
Kayako
8.3
Salesforce Service Cloud
8.2
Email to Case
Kayako
8.7
Salesforce Service Cloud
8.5
Chat/Live Support
Kayako
8.2
Salesforce Service Cloud
7.9
Social Integration
Kayako
6.9
Salesforce Service Cloud
7.9
Call Center
Make, Receive, and Record Calls
Kayako
7.0
Salesforce Service Cloud
8.0
Customer and Contacts Database
Kayako
7.6
Salesforce Service Cloud
8.2
Products and Version Tracking
Kayako
6.9
Salesforce Service Cloud
8.0
Call Scripting
Kayako
6.7
Salesforce Service Cloud
7.9
Interactive Voice Response (IVR)
Kayako
6.7
Salesforce Service Cloud
7.9
Self Service/Community
Forums
Kayako
7.7
Salesforce Service Cloud
8.0
Knowledge Base
Kayako
7.9
Salesforce Service Cloud
8.1
Ideas/Feedback
Kayako
7.2
Salesforce Service Cloud
8.0
Q&A
Kayako
7.8
Salesforce Service Cloud
8.1
Reporting & Analytics
Social Monitoring
Kayako
6.6
Salesforce Service Cloud
8.0
Reporting
Kayako
7.1
Salesforce Service Cloud
8.0
Dashboards
Kayako
7.6
Salesforce Service Cloud
8.0
Platform
ITIL Compliance
Kayako
7.7
Salesforce Service Cloud
8.2
Mobile User Support
Kayako
7.7
Salesforce Service Cloud
7.7
Customization
Kayako
7.8
Salesforce Service Cloud
8.1
User, Role, and Access Management
Kayako
8.2
Salesforce Service Cloud
8.4
Internationalization
Kayako
8.0
Salesforce Service Cloud
8.0
Performance & Reliability
Kayako
8.6
Salesforce Service Cloud
8.2
Integration APIs
Kayako
8.0
Salesforce Service Cloud
8.0

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
56.9%
25.2%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
35.3%
40.8%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
7.8%
34.1%
Kayako
Small-Business
56.9%
Mid-Market
35.3%
Enterprise
7.8%
Salesforce Service Cloud
Small-Business
25.2%
Mid-Market
40.8%
Enterprise
34.1%

Reviewers' Industry

 
Information Technology and Services
23.6%
Information Technology and Services
14.6%
 
Computer Software
17.3%
Computer Software
14.3%
 
Telecommunications
7.2%
Internet
8.1%
 
Internet
5.3%
Hospital & Health Care
3.7%
 
Marketing and Advertising
3.8%
Financial Services
3.4%
 
Other
42.8%
Other
56.0%
Kayako
Information Technology and Services
23.6%
Computer Software
17.3%
Telecommunications
7.2%
Internet
5.3%
Marketing and Advertising
3.8%
Other
42.8%
Salesforce Service Cloud
Information Technology and Services
14.6%
Computer Software
14.3%
Internet
8.1%
Hospital & Health Care
3.7%
Financial Services
3.4%
Other
56.0%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Nicole J.
User in Information Technology and Services

Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional...

G2 Crowd User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Most Helpful Critical Review
G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

G2 Crowd User in Internet

API is one of the worst I have ever worked with. I have never seen an API throttled to the pathetic rate desk.com allows. Their documentation for single-sign-on is ATROCIOUS, and flat-out does not work in python. Their support is awful, particularly...

 
Kayako
Most Helpful Favorable Review
Nicole J.
User in Information Technology and Services

Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional...

Most Helpful Critical Review
G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Salesforce Service Cloud
Most Helpful Favorable Review
G2 Crowd User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
G2 Crowd User in Internet

API is one of the worst I have ever worked with. I have never seen an API throttled to the pathetic rate desk.com allows. Their documentation for single-sign-on is ATROCIOUS, and flat-out does not work in python. Their support is awful, particularly...

Screenshots

 
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Videos

 

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

Kayako

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

Salesforce Service Cloud
Ask Kayako a QuestionContact KayakoAsk SF Service Cloud a QuestionContact SF Service Cloud