Home > Help Desk Software > Kayako > Kayako vs LiveHelpNow

Kayako vs LiveHelpNow

Last Updated: November 18th, 2024

Our analysts compared Kayako vs LiveHelpNow based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Kayako is a comprehensive Help Desk Software designed to streamline customer support operations. It's ideal for businesses of all sizes seeking to improve customer satisfaction and streamline communication. Key benefits include centralized ticketing, automated workflows, and robust reporting for improved efficiency and visibility.

Popular features include a customizable knowledge base, self-service portal, and omnichannel support. Its user-friendly interface and intuitive navigation make it accessible to teams of all technical backgrounds. Compared to similar products, Kayako is highly rated for its ease of use, customization options, and excellent customer support.

Pricing varies depending on the number of agents and features required. It offers flexible payment options, including monthly and annual subscriptions, to suit different business needs.

LiveHelpNow provides omnichannel support solutions to make customer interactions smooth and convenient for agents. It offers real-time customer service communications over email, Facebook messenger, live chat and SMS. Customers can benefit from its self-help knowledge base.

Other notable attributes include ticketing support, instant language translation, analytics and reporting, tracking and more.

$15 Monthly

Free Trial is available →

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Tailored to your specific needs

$39 Monthly

Free Trial is available →

Get a free price quote

Tailored to your specific needs

Small

Medium

Large

Small

Medium

Large

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Product Insights

Increase Support Effectiveness: Enforce workforce SLAs and standardize performance quality across staff. Automate common tasks such as sending reminders and notifications, escalating queries, assigning conversations, and optimizing response and resolution times.
Offer Stellar Self-Service: Help customers find solutions without the need for a live agent through step-by-step troubleshooters and a comprehensive knowledge base. Answer queries at all hours with an AI-powered Instant Response System.
Ensure Quality: Use knowledge base ratings and customer satisfaction surveys to measure agent performance. Gain insight into marketing segmentation, projected customer behavior and areas of improvement through reports.
Engage Leads: Turn website visitors into potential customers with geographical visitor monitoring, proactive live chat and click-to-call (VoIP).
Integrate Easily: Extend your customer support platform by integrating with APIs for products such as Zapier, Slack and Salesforce.

Improve Security: Gather the customer's personal, financial, sensitive and health information without the risk of a data breach through any online communication channel.
Provide Educational Materials to Customers: Allow customers to access concrete, concise information through published articles, a knowledge base, webinars, eBooks and FAQs to get solutions to most queries. Eliminate repeat questions with customizable and searchable solutions.
Boost Customer Retention: Communicate with customers across multiple mediums such as SMS, emails, video chats, social media channels, user communities and by phone depending on the choice of communication channel and availability. Help them get quick and instant solutions to questions and boost customer satisfaction rates.

Self-Service: Give customers access to resources such as self-help articles, FAQs, videos and 24/7 virtual support help with automated replies to common questions. Monitor search terms to identify gaps and optimize content according to customer needs.
SingleView: Capture entire customer journeys in a centralized, easy-to-use visualization. Easily enable collaboration among employees with unified resources.
Live Chat: Provide convenient service to customers with instant chats on web and mobile platforms. Send proactive messages based on information from conversations and behavior.
Integration: Build intelligent, multi-step workflows across various channels and apps in a few clicks. Automate systems to organize, customize and provide proactive support to customers. Generate reports to forecast customer behavior and strategically adapt business practices.
Shared Inbox: Manage all conversations with customers in a central location. Categorize and route discussions to the most appropriate agents automatically. Access records of entire customer contact history.
Ticketing Software: Assign and prioritize tickets through an AI-supported ticketing system. Sort communications by keyword and category in team inboxes.

Chat/SMS: Boost team productivity, increase customer satisfaction rates and reduce response-to-ticket time by managing multiple requests in real time via live chat.
Support Ticket: Resolve and manage tickets smarter, faster and without confusion by unifying the support inbox and converting all email requests into easy-to-organize and shareable tasks. Assign cases to the appropriate agents within seconds.
Call Management: Allow customers to reach out through a customizable "request callback" form or leave a voice message on a digital answering machine. Keep track of customer interactions, capture voicemails and call back requests, record call logs, filter conversations and assign agents to respond to make sure no query slips through the cracks.
HelpSquad: Get an extended support team and 24/7 live chat coverage to create professional content and messaging guidelines that suit the tone and objectives of the business. Understand site data from SEO updates, heatmap reports, Google Analytics and customer intelligence and analyze the areas where improvement is needed to boost business growth.
Monthly Challenge: Receive feedback on the sales team’s performance and advice on how to improve. Operate personalized, gamified dashboards. Analyze the performance of every agent in the team and find out who needs more training.
Call Center Functionality: Create and customize unlimited workflows, chat portals and unique content for each brand that the call center supports. Improve team productivity and customer satisfaction rates through skill-based routing, whisper technology, real-time sentiment analysis and agent monitoring.
Bots: Allow agents to save time and invest more effort into complex queries by transferring common issues and frequently asked questions to chatbot support. Help customers get instant answers without waiting in long queues or requesting callbacks.
Targeted Engagements: Interact with customers and control the experience they have on the website through chat invitations, coupons, banner announcements and special offers. Create targeted messages and pre-plan interactions that can display on websites when visitors show certain behaviors.
Surveys: Identify what the team is doing wrong and right through pre-chat and post-chat surveys and optimize customer support processes accordingly to boost sales and customer satisfaction rates.
Automated Tagging: Improve customer support service by getting in-depth insights into customer needs through color-coded tags and associated keywords. Identify the problems and solutions for a client quickly and easily.
Conversion Tracking: Determine what marketing campaigns turned leads into sales and which agents performed well through insights into customer behavior and statistics. Reveal the outcomes of best sales methods. Include these practices in customer support processes and drive maximum conversion.
Enterprise Reporting: Determine enterprise growth and productivity based on website efficiency, agent performance, lead trends, survey results and inquiries by tags. Analyze critical areas with a scope of improvement and practices that can lead to long-term results.
Auto Translation: Translate any live chat requests in a foreign language automatically and reach out to customers from different origins while eliminating the need for language training.

Product Ranking

#21

among all
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#37

among all
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Analyst Rating Summary

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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

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User Sentiment Summary

81%

of users recommend this product

Kayako has a 'great' User Satisfaction Rating of 81% when considering 551 user reviews from 5 recognized software review sites.

88%

of users recommend this product

LiveHelpNow has a 'great' User Satisfaction Rating of 88% when considering 280 user reviews from 4 recognized software review sites.

4.9 (16)

n/a

4.1 (197)

4.2 (134)

3.99 (162)

4.6 (73)

4.0 (156)

4.6 (70)

3.2 (20)

4.1 (3)

Synopsis of User Ratings and Reviews

User-Friendly Interface: Kayako's intuitive design makes it easy for users to navigate and find the information they need quickly.

Comprehensive Features: Kayako offers a wide range of features, including ticketing, knowledge base, live chat, and reporting, all in one platform.

Automation Capabilities: Kayako's automation tools, such as auto-responders and ticket routing, streamline workflows and save time.

Mobile Accessibility: Kayako's mobile app allows users to access and manage their help desk from anywhere, at any time.

Excellent Customer Support: Kayako's support team is highly responsive and provides personalized assistance to users.

Intuitive Interface: Easy-to-use interface with a well-organized dashboard and customizable widgets.

Robust Ticketing System: Comprehensive ticketing system that allows for efficient ticket management, tracking, and prioritization.

Multi-Channel Support: Supports multiple communication channels (e.g., live chat, email, phone) to provide seamless customer interactions.

Customization Options: Allows for customization of chat windows, branding, and knowledge base to align with specific business needs.

Reporting and Analytics: Provides detailed reporting and analytics to track performance, identify trends, and make data-driven decisions.

Reliable and Secure: Offers reliable uptime and robust security measures to ensure data protection and uninterrupted service.

Excellent Customer Support: Provides responsive and knowledgeable customer support to assist with setup, troubleshooting, and optimization.

Limited Customization: Users complain about Kayako's limited customization options, making it difficult to tailor the software to their specific business needs.

Complex User Interface: Kayako's user interface is often criticized for being overly complex and difficult to navigate, leading to a steep learning curve for new users.

Frequent Bugs and Glitches: Users report experiencing frequent bugs and glitches within Kayako, which can disrupt their workflow and hinder productivity.

Slow Response Times: Kayako's response times for support queries have been reported as slow, leaving users waiting for extended periods to resolve issues.

Lack of Integration Options: Kayako's limited integration options make it challenging to connect with other business applications, hindering seamless data flow and automation.

Functionality Gaps: LiveHelpNow lacks advanced features like co-browsing, screen sharing, and knowledge base integration, which are essential for efficient help desk operations.

Limited Customization: The software offers limited customization options, making it challenging to align with specific business needs and branding requirements.

Integration Challenges: LiveHelpNow can be difficult to integrate with third-party applications and CRMs, hindering seamless workflow and data sharing.

Pricing Concerns: Users have expressed concerns about the pricing structure, particularly for larger teams and enterprise-level deployments.

Customer Support Issues: Some users have reported slow response times and limited support availability, which can be frustrating during critical situations.

Kayako is well-regarded by users for its comprehensive feature set, intuitive interface, and excellent customer support. Many users find it to be a superior alternative to Zendesk due to its more affordable pricing, customizable automation, and robust reporting capabilities. Additionally, Kayako's omnichannel support, which allows for seamless communication across multiple channels, sets it apart from other help desk software. However, some users have reported occasional glitches and limited customization options compared to more expensive competitors. Nevertheless, Kayako remains a highly recommended choice for businesses seeking a reliable and user-friendly help desk solution, particularly for those looking for an affordable and feature-rich option. Its strengths in automation, reporting, and omnichannel support make it an excellent fit for businesses looking to streamline their customer support operations and provide a seamless customer experience.

LiveHelpNow is a help desk software solution that provides live chat, ticketing, knowledge base, and reporting functionality. Users appreciate its ease of use, intuitive interface, and robust feature set. They also note its excellent customer support and comprehensive training materials. In comparison to similar products, LiveHelpNow stands out for its affordability, customization options, and integrations with popular CRM and e-commerce platforms. For example, one user highlighted the seamless integration with Salesforce, enabling them to streamline customer support operations. However, some users have expressed concerns about the occasional technical glitches and limited reporting capabilities. Additionally, the pricing structure may not be suitable for businesses with a large number of agents or complex support requirements. Overall, LiveHelpNow is a suitable choice for small to mid-sized businesses seeking a user-friendly and affordable help desk solution. Its strengths in ease of use, customization, and integrations make it a viable option for businesses looking to improve their customer support capabilities.

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FAQ

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