Compare Zendesk vs Kayako vs LiveChat

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Crozscore:

86%
what is this?
78%
66%

Crozscore:

84%
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76%
50%
no significant changes

Crozscore:

90%
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89%
53%
no significant changes
Zendesk screenshot Kayako screenshot view 5 more LiveChat screenshot view 2 more

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.

Software Description:

LiveChat is an online chat solution that allows customer service agents to contact customers directly on their website.

In addition to its popular live chat feature, which enables service agents to communicate with leads on their websites in real-time.

LiveChat also includes features such as help desk ticketing systems, tags, file-sharing, reports, feedback statistics, and eCommerce capabilities for measuring the impact chat has on online sales.

Features:

  • Chat
  • Customer Management
  • Email Integration

Features:

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

Features:

  • Chat
  • Dashboard
  • Customer Management
  • External Integrations
  • Batch Permissions & Access
  • Multi-User
  • Notifications
  • Google Apps Integration
  • Lead Management
  • Data Export
  • Data Import
  • Email Integration
  • API
  • Lead Scoring
  • Third-Party Plugins/Add-Ons
  • Scheduling
  • File Sharing
  • 2-Factor Authentication

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.

Summary:

  • Tickets: Keeps the communication going and handles cases via tickets.

  • Customization: Fine-tuning of the look and developing user's brand awareness.

  • Tags: Assigning case-specific tags to chats and tickets to easily find them in the Archives.

  • File-sharing: Sharing files with website visitors over chat.

  • Reports: Data gathered by LiveChat is available in easy to read statistics and graphs.

  • Chats: Enables quick respond to user's customers and handling several chats at once using the chat improvements.

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.

Pricing:

  • Starting from: $16.00/month
  • Credit card required: N/A
  • LiveChat is offered as SaaS, and comes with a 30-day free trial. There are 4 plans to choose from:

    • Starter - $16/seat/month
    • Team - $33/seat/month
    • Business - $50/seat/month
    • Enterprise - $149/seat/month

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.

FAQs:

    What are some applications this service is commonly used in tandem with?
  • It is most commonly used in tandem with: Facebook, Salesforce, Mailchimp, Desk.com, Zendesk, and Google Analytics.

  • Does this service offer guides, tutorials and or customer support?
  • Support is provided 24/7/365 via live chat, email, phone, knowledge base.

  • Who are the main user groups of this service?
  • Sales and support teams in industries of all sizes.

  • What platforms does this service support?
  • LiveChat is available for web browsers, dedicated applications for Windows, Mac OS X and mobile devices running iOS and Android.

  • Does this service offer an API?
  • LiveChat is available for custom integrations over REST-based API.

  • Does this service integrate with any other apps?
  • It integrates with many services, like: Magento, Shopify, BigCommerce, Desk.com, Mailchimp, Salesforce, Facebook, Dropbox, and Zapier. There are more than 60+ integrations available.

  • What is this service generally used for?
  • LiveChat is generally used as a real-time chat tool for customer services and online sales.

Publisher:

Founded:
2007
Based in:
San Francisco
Employees:
1001-5000
Likes:
117k
Followers:
73.8k

Publisher:

Founded:
2001
Based in:
London
Employees:
51-200
Likes:
11.1k
Followers:
11.3k

Publisher:

Founded:
-
Based in:
Wroclaw
Employees:
-
Likes:
50.8k
Followers:
16.6k

Other:

Regional Restrictions:
No restrictions.

Other:

Regional Restrictions:
No restrictions.

Other:

Who uses LiveChat
  • Personal
  • Freelance
  • Startups
  • SMEs
  • Agencies
  • Enterprises
Desktop Platforms:
  • Web App
  • Windows
  • Macintosh
Mobile Platforms:
  • iOS
  • Android
Languages:
Armenian, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Icelandic, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese
Regional Restrictions:
No restrictions.
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