Compare Kayako vs UseResponse
See this
comparison of Kayako vs. UseResponse
based on data from user reviews. Kayako rates 4.1/5 stars with 171 reviews. UseResponse rates 4.8/5 stars with 15 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Inbox
$15
/agent/month
Enterprise Package
$3000+
per solution
 
Growth
$30
/agent/month
Self-Hosted
$899
one-time fee
 
Scale
$60
/agent/month
Cloud
$15
per agent, per month
 
Free Trial
Free Trial Unavailable
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial
UseResponse
Enterprise Package
$3000+per solution
Self-Hosted
$899one-time fee
Cloud
$15per agent, per month
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.1
9.0
Ease of Use
Ease of Use
8.4
9.3
Ease of Setup
Ease of Setup
8.0
9.2
Ease of Admin
Ease of Admin
8.1
9.2
Quality of Support
Quality of Support
8.2
9.9
Ease of Doing Business With
Ease of Doing Business With
8.4
9.8
Product Direction (% positive)
Product Direction (% positive)
7.1
10.0
Meets Requirements
Kayako
8.1
UseResponse
9.0
Ease of Use
Kayako
8.4
UseResponse
9.3
Ease of Setup
Kayako
8.0
UseResponse
9.2
Ease of Admin
Kayako
8.1
UseResponse
9.2
Quality of Support
Kayako
8.2
UseResponse
9.9
Ease of Doing Business With
Kayako
8.4
UseResponse
9.8
Product Direction (% positive)
Kayako
7.1
UseResponse
10.0

Features

Ticket and Case Management
Workflow
Kayako
8.1
UseResponse
9.3
Response Automation
Kayako
8.3
UseResponse
9.5
SLA Management
Kayako
7.9
UseResponse
Not enough data available
Attachments/Screencasts
Kayako
7.4
UseResponse
9.6
Ticket Collaboration
Kayako
8.5
UseResponse
9.4
Ticket creation user experience
Kayako
8.8
UseResponse
9.5
Ticket response user experience
Kayako
8.4
UseResponse
9.3
Knowledge Share
Knowledge Base
Kayako
8.9
UseResponse
Not enough data available
Searchable Articles
Kayako
9.2
UseResponse
Not enough data available
Community Forums
Kayako
8.6
UseResponse
Not enough data available
Interactive FAQs & Forums
Kayako
8.5
UseResponse
Not enough data available
Communication
Pop-up Chat
Kayako
8.9
UseResponse
Not enough data available
Notifications
Kayako
8.5
UseResponse
Not enough data available
Targeted Emails
Kayako
8.3
UseResponse
Not enough data available
In-App Messaging
Kayako
8.9
UseResponse
Not enough data available
Interaction
Web Portals
Kayako
9.0
UseResponse
Not enough data available
Forum to Reponse
Kayako
8.0
UseResponse
Not enough data available
Tickets and Tagging
Kayako
9.3
UseResponse
Not enough data available
Live Chat
Kayako
8.9
UseResponse
Not enough data available
Internal Use
Customization
Kayako
7.8
UseResponse
9.2
Conversation Archiving
Kayako
8.8
UseResponse
Not enough data available
Lead Development
Kayako
8.0
UseResponse
Not enough data available
Knowledge Base
Kayako
8.6
UseResponse
Not enough data available
Team Inbox
Kayako
8.7
UseResponse
Not enough data available
Customer Profiles
Kayako
8.1
UseResponse
Not enough data available
Communication Channels
Customer Portal
Kayako
8.3
UseResponse
9.6
Email to Case
Kayako
8.7
UseResponse
9.4
Chat/Live Support
Kayako
8.2
UseResponse
9.0
Social Integration
Kayako
6.9
UseResponse
Not enough data available
Call Center
Make, Receive, and Record Calls
Kayako
7.0
UseResponse
Not enough data available
Customer and Contacts Database
Kayako
7.6
UseResponse
Not enough data available
Products and Version Tracking
Kayako
6.9
UseResponse
Not enough data available
Call Scripting
Kayako
6.7
UseResponse
Not enough data available
Interactive Voice Response (IVR)
Kayako
6.7
UseResponse
Not enough data available
Self Service/Community
Forums
Kayako
7.7
UseResponse
8.6
Knowledge Base
Kayako
7.9
UseResponse
9.3
Ideas/Feedback
Kayako
7.2
UseResponse
8.9
Q&A
Kayako
7.8
UseResponse
9.6
Reporting & Analytics
Social Monitoring
Kayako
6.6
UseResponse
Not enough data available
Reporting
Kayako
7.1
UseResponse
8.1
Dashboards
Kayako
7.6
UseResponse
8.1
Platform
ITIL Compliance
Kayako
7.7
UseResponse
Not enough data available
Mobile User Support
Kayako
7.7
UseResponse
9.3
Customization
Kayako
7.8
UseResponse
9.2
User, Role, and Access Management
Kayako
8.2
UseResponse
9.3
Internationalization
Kayako
8.0
UseResponse
9.8
Performance & Reliability
Kayako
8.6
UseResponse
8.5
Integration APIs
Kayako
8.0
UseResponse
8.0

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
56.9%
40.0%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
35.3%
46.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
7.8%
13.3%
Kayako
Small-Business
56.9%
Mid-Market
35.3%
Enterprise
7.8%
UseResponse
Small-Business
40.0%
Mid-Market
46.7%
Enterprise
13.3%

Reviewers' Industry

 
Information Technology and Services
23.6%
Information Technology and Services
25.0%
 
Computer Software
17.3%
Semiconductors
10.0%
 
Telecommunications
7.2%
Internet
10.0%
 
Internet
5.3%
Higher Education
10.0%
 
Marketing and Advertising
3.8%
Financial Services
10.0%
 
Other
42.8%
Other
35.0%
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%
UseResponse
Information Technology and Services
25.0%
Semiconductors
10.0%
Internet
10.0%
Higher Education
10.0%
Financial Services
10.0%
Other
35.0%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

Matt W.
Administrator in Information Technology and Services

Ease of use and the responsiveness of the company to support requests and the openess to enhancement suggestions

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

Resource management is not sufficient, support is quite poor.

Emily W.
User in Higher Education

It can be a little complex to use because there are so many functionalities provided and no proper walk-through for them. Other than that though, I have nothing to dislike.

 
Kayako
Most Helpful Favorable Review
Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

Most Helpful Critical Review
G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

UseResponse
Most Helpful Favorable Review
Matt W.
Administrator in Information Technology and Services

Ease of use and the responsiveness of the company to support requests and the openess to enhancement suggestions

Most Helpful Critical Review
Emily W.
User in Higher Education

It can be a little complex to use because there are so many functionalities provided and no proper walk-through for them. Other than that though, I have nothing to dislike.

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.

No videos provided
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.

UseResponse
No videos provided
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