Compare SolarWinds Service Desk vs Kayako vs REVE Chat

About SolarWinds Service Desk

SolarWinds Service Desk offers real cloud-based IT service desk and asset management software that helps companies govern their IT environment.
This service empowers organizations with an innovative ITSM platform that automates and simplifies their daily IT tasks.
SolarWinds Service Desk automatically pulls warranty information for all of the major hardware providers. Their clients can also go live operationally without any professional service support in days, not weeks or months.

About Kayako

With Kayako users can expand their helpdesk across different channels, including live chat, web, email, tickets, phone and self-service support.
Likewise, they can get insights from their customer support engagements to identify market patterns, buying behaviors, and bottlenecks in the service work flows. It automates helpdesk to manage repetitive queries so agents can focus on more important or urgent tasks. With Kayako agents can also sort, organize, and route emails faster and accurately.
Kayako stands out as one of the only solutions that actually integrates email, tickets, live chats, calls (with VoIP integration), self-service and remote desktop support into one virtual help desk.

About REVE Chat

REVE Chat is a multi-channel cloud based live chat software that provides instant assistance to your website visitors for better customer service and boost sales conversions. Businesses can instantly engage with their customers across various channels such as Website live chat, Voice/ Video Chat, Facebook Messenger, Viber, Mobile apps (Android, iOS) using a single platform.

REVE Chat also has advanced features such as Screen sharing and co-browsing, Department Management, Auto Triggers, Visitor Analytics, Queuing, fully customizable chat banner and more to personalize every customer interaction across multiple channels.

Features

• Analytics
• API
• Batch Permissions & Access
• Chat
• Contact Management
• Contact Sharing
• CRM Integration
• Customer Management
• Dashboard
• Data Export
• Data Import
• Data Visualization
• Email Integration
• External Integrations
• Lead Management
• Lead Scoring
• Multi-User
• Notifications
• Scheduling
• Third-Party Plugins/Add-Ons
• Real-time Alerts
• Workflow Management
• Self-service Portal
• Ticket Management
• Instant Chat Integration
• Social Media Integration
• Call Integration
• Knowledge Base
• Support Forum

Features

• Analytics
• API
• Batch Permissions & Access
• Chat
• Contact Management
• Contact Sharing
• CRM Integration
• Customer Management
• Dashboard
• Data Export
• Data Import
• Data Visualization
• Email Integration
• External Integrations
• Lead Management
• Lead Scoring
• Multi-User
• Notifications
• Scheduling
• Third-Party Plugins/Add-Ons
• Real-time Alerts
• Workflow Management
• Self-service Portal
• Ticket Management
• Instant Chat Integration
• Social Media Integration
• Call Integration
• Knowledge Base
• Support Forum

Features

• Analytics
• API
• Batch Permissions & Access
• Chat
• Contact Management
• Contact Sharing
• CRM Integration
• Customer Management
• Dashboard
• Data Export
• Data Import
• Data Visualization
• Email Integration
• External Integrations
• Lead Management
• Lead Scoring
• Multi-User
• Notifications
• Scheduling
• Third-Party Plugins/Add-Ons
• Real-time Alerts
• Workflow Management
• Self-service Portal
• Ticket Management
• Instant Chat Integration
• Social Media Integration
• Call Integration
• Knowledge Base
• Support Forum

Summary

• IT Service Desk: Manages tickets and service requests, email integration of self-service portal.

• Self-Service Portal: Employees can resolve their issues independently.

• Contract Management: Tracking all contracts and software licences.

• IT Asset Management: Management of every asset in the organization.

• IT Service Catalog: Streamline available service requests and fulfillment processes.

• Risk Detection: Scans software and hardware continuously for all issues.

Summary

• Multiple Help Desk Reports: Kayako comes with 100 help desk report templates, varying from peripheral overviews to in-depth analyses.

• Manage and Track Customer Support Tickets: If a ticket goes overdue, Kayako can automatically escalate that ticket: change its priority, assigning it to someone or triggering notifications.

• Increase Customer Engagement with Live Chat Tools: Kayako's live chat tool is equipped with real-time visitor monitoring and proactive engagement.

• Intuitive Agent Control Panel: Navigation is organized by channel. Customizable color coding is used to draw attention to tickets that are overdue.

• Customer-facing Support Center: It lets user's clients navigate content, submit their own support tickets and log in to view the current issue and conversations surrounding it.

• Custom Fields and Customization: This customer support app can be tailored to user's specific workflow, with custom ticket statuses, types and priorities.

Summary

• Facebook Chat Integration

• Voice Call

• Video Chat

• Viber Messaging

• Screen Sharing

• Visitor/IP Banning

• Email Forwarding

• ProActive Chat

• Chat Monitoring

• Visitor Analytics

Pricing

• Starting from: $19.00/month
• Credit card required: No

• Pricing on Request: Customers receive customized price quotes based on number of accepted services.

Pricing

• Credit card required: No

• Case: $24 agent p/mo (billed annually), or $29 (billed monthly).
  Fusion: $39 agent p/mo (billed annually), or $49 (billed monthly).
  Engage: $24 agent p/mo (billed annually), or $29 (billed monthly).
  Free trial: 30 days.

Pricing

• Starting from: $12.00/month
• Credit card required: N/A

• Discounts available for 1 and 2 year subscriptions

FAQs

Does this service offer guides, tutorials and or customer support?

• SolarWinds Service Desk offers its clients the following support services: FAQs, Forum, a Knowledge Base, Online Support, Phone Support, Video Tutorials.

Does this service offer an API?

• Their REST API allows customers and developers to expand and build on the SolarWinds Service Desk platform.

What are some applications this service is commonly used in tandem with?

• SolarWinds Service Desk is the most commonly used with: Google apps; Zendesk; OneLogin; Okta; Email clients etc.

Who are the main user groups of this service?

• Main users are companies that employ between 100-3,000 people.

What is this service generally used for?

• This service is generally used for IT Service Management and IT Asset Management.

What platforms does this service support?

• This service is web-based, and runs on Mac, Windows, and Linux. Mobile version works on any mobile device running iOS 4+, Android 2.1+, webOS 2, Windows Mobile, or BlackBerry 6, on mobile browser, without installing a native app.

Does this service integrate with any other apps?

• It integrates with over 200 cloud applications.

FAQs

Who are the main user groups of this service?

• Kayako focuses mainly on medium to large-size corporations.

What is this service generally used for?

• It is used as a help desk app.

What platforms does this service support?

• Platforms supported: Linux, Mac, Windows, Android, iPhone-iPad, Windows Phone, BlackBerry 10.

Does this service integrate with any other apps?

• It integrates with: Mailchimp, Basecamp, Freshbooks, Drupal, Magento , Salesforce Sales Cloud, Joomla, Wordpress, SugarCRM

Does this service offer an API?

• Kayako offers REST API.

Does this service offer multi-user capability (e.g. teams)?

• It doesn't offer multi user capability.

Does this service offer guides, tutorials and or customer support?

• They offer: email, phone support, and helpdesk.

FAQs

Does this service offer guides, tutorials and or customer support?

• Yes

Does this service offer multi-user capability (e.g. teams)?

• Yes

Does this service offer an API?

• Yes

Does this service integrate with any other apps?

• Yes

Vendor Information

Vendor Information

Vendor Information

Other

• Enterprises

• Web App

• iOS
• Android

Other

Other

• Freelance
• Startups
• SMEs
• Enterprises

• Web App
• Windows

• Android