Compare Support.com vs Zendesk vs Kayako

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Crozscore:

81%
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45%
interest rising

Crozscore:

85%
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78%
66%
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Crozscore:

81%
what is this?
63%
50%
interest falling
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Software Description:

Support.com Cloud is a cloud-based customer support platform that minimizes customer effort and maximizes the benefits customers get from your products. It diagnoses and fixes computer issues for their customers.

The Support.com makes most of its technology to manage machines and run an automated solution for fixing PC problems faster and more efficiently. It also has an embeddable step-by-step self-service widget with agent-assisted support.

Self-Support is cloud-based tech support software designed to improve the self-service environment and customer experience. Agents can provide their customers with step-by-step directions and support to resolve their technical issues.

The service also provides reliable analytics for customer satisfaction insights.

Software Description:

Zendesk provides a customer service platform designed to bring organizations and their customers closer together.

With more than 50,000 customer accounts, Zendesk is used by organizations in 140 countries to provide support in more than 40 languages.

Zendesk is a beautifully simple customer service platform. It enables companies to provide great customer service, scale with self-service options, and differentiate with proactive engagement. The result is customer relationships that are more meaningful, personal, and productive – all at a lower cost.

Software Description:

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.

Features:

  • Scheduling
  • Notifications
  • Data Export
  • Data Import
  • API
  • External Integrations
  • Dashboard

Features:

  • Chat
  • Customer Management
  • Email Integration

Features:

  • API
  • Chat
  • Dashboard
  • Email Integration
  • Notifications
  • Customer Management
  • Scheduling
  • Task Scheduling/Tracking

Summary:

  • Agent Support

  • Self-Support

  • Automated Fixes

  • Multimedia Demos

  • Decision Points & Dynamic Decision Points

  • Interaction Analytics

  • Guided Paths Designer

Summary:

  • Multi-channel support: email, web, phone, chat, social media

  • Flexible ticket management with automated workflow

  • Customer facing web interface that you can easily brand

  • Brings all your customer conversations into one place

  • Time-saving tools like ticket views, triggers, and automations

  • Robust reporting and advanced analytics

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.

Continuous support

$19.99
1 user(s) / month
Included in plan:
  • 24/7 technical support
  • On-demand diagnosis
  • Virus removal
  • Network Support
  • New device setup

One-time tech support service

$129.99
One-time fee
Included in plan:
  • Diagnose and Repair
  • Optimize speed
  • Performance fix
  • Virus and spyware removal

Wireless Networking Support

$79.99
One-time fee
Included in plan:
  • On-demand diagnosis
  • Resolution of networking problems
  • Assisting in adding devices to the network
  • Updating security

Computer Tune Up

$79.99
One-time fee

Install and Setup

$49.99
One-time fee
Included in plan:
  • Connecting printer, tablet, smart phone, TV, or other wifi enabled device

Pricing:

  • Credit card required: N/A
  • 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.

FAQs:

    Does this service integrate with any other apps?
  • Integrations: Salesforce, NetSuite, Zendesk.

  • Does this service offer guides, tutorials and or customer support?
  • Support: Videos, Webinars, Phone Support, Email Support.

  • What is this service generally used for?
  • This service is generally used for remote PC diagnostic and repair.

  • Who are the main user groups of this service?
  • Users of this service are individuals, SMEs, and large companies.

  • Does this service offer multi-user capability (e.g. teams)?
  • No.

  • What are some applications this service is commonly used in tandem with?
  • It is commonly used in tandem with CRM applications.

  • Does this service offer an API?
  • Yes, it offers REST API.

  • What platforms does this service support?
  • This is a web-based service.

FAQs:

    No FAQs associated with this application.

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.

Publisher:

Founded:
-
Based in:
Sunnyvale
Employees:
1001-5000
Likes:
5.04k
Followers:

Publisher:

Founded:
2007
Based in:
San Francisco
Employees:
1001-5000
Likes:
Followers:

Publisher:

Founded:
2001
Based in:
London
Employees:
51-200
Likes:
Followers:

Other:

Who uses Support.com
  • Personal
  • Enterprises
Desktop Platforms:
  • Web App
Mobile Platforms:
  • iOS
  • Android
Languages:
English
Regional Restrictions:
No restrictions.

Other:

Regional Restrictions:
No restrictions.

Other:

Regional Restrictions:
No restrictions.
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