What users are saying about
2 Ratings
41 Ratings
2 Ratings
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Score 9 out of 100
41 Ratings
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Score 6.1 out of 100

Likelihood to Recommend

Acquire.io

Our company uses Acquire's co-browse and chat functionality to assist customers with technical issues with our website, help clarify what to enter into our online loan applications, and provide service through website and mobile chat. It is very effective for these use cases.
Brad Tharp | TrustRadius Reviewer

Kayako

It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Acquire.io
Kayako
6.9
Organize and prioritize service tickets
Acquire.io
Kayako
8.3
Expert directory
Acquire.io
Kayako
4.4
Subscription-based notifications
Acquire.io
Kayako
6.5
ITSM collaboration and documentation
Acquire.io
Kayako
7.1
Ticket creation and submission
Acquire.io
Kayako
8.0
Ticket response
Acquire.io
Kayako
7.1

Self Help Community

Acquire.io
Kayako
6.0
External knowledge base
Acquire.io
Kayako
5.3
Internal knowledge base
Acquire.io
Kayako
6.6

Multi-Channel Help

Acquire.io
Kayako
7.7
Customer portal
Acquire.io
Kayako
8.2
IVR
Acquire.io
Kayako
8.0
Social integration
Acquire.io
Kayako
5.3
Email support
Acquire.io
Kayako
8.8
Help Desk CRM integration
Acquire.io
Kayako
8.2

Pros

Acquire.io

  • Acquire is easy to implement and integrate with websites.
  • Very responsive to new development requests and support.
  • Acquire is esy to use for both the customer and service agent.
Brad Tharp | TrustRadius Reviewer

Kayako

  • Gives a very good report on an individual level of what is being done for a customer or corporate issue.
  • Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
  • Nice dashboard view.
Anonymous | TrustRadius Reviewer

Cons

Acquire.io

  • The product is stand-alone chat and co-browse, not really omni-channel.
  • Workforce management features, work distribution and control, could use some improvement.
Brad Tharp | TrustRadius Reviewer

Kayako

  • Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
  • Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
  • Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
Joshua Tobiansky | TrustRadius Reviewer

Likelihood to Renew

Acquire.io

No score
No answers yet
No answers on this topic

Kayako

Kayako 7.8
Based on 11 answers
  • We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
  • Our team's processes are now heavily ingrained in the system
  • We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
Nathaniel Bannister | TrustRadius Reviewer

Usability

Acquire.io

No score
No answers yet
No answers on this topic

Kayako

Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Derrick Green | TrustRadius Reviewer

Reliability and Availability

Acquire.io

No score
No answers yet
No answers on this topic

Kayako

Kayako 7.5
Based on 2 answers
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Marie McCourt | TrustRadius Reviewer

Support Rating

Acquire.io

Acquire.io 9.0
Based on 1 answer
They are very responsive to inquiries, and quickly make product changes when asked.
Brad Tharp | TrustRadius Reviewer

Kayako

Kayako 7.0
Based on 4 answers
  • We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
  • Mostly we used their Online KB and step by step instructions to get all of our issues resolved.
Jon Shurtliff | TrustRadius Reviewer

Implementation Rating

Acquire.io

No score
No answers yet
No answers on this topic

Kayako

Kayako 9.0
Based on 2 answers
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
Nathaniel Bannister | TrustRadius Reviewer

Alternatives Considered

Acquire.io

We looked at ZenDesk, Genesys, and other products.We selected Acquire because their online demo is pretty amazing, they are easy to integrate/implement, and were very responsive during initial conversations.
Brad Tharp | TrustRadius Reviewer

Kayako

We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
Jericho Fulgencio | TrustRadius Reviewer

Return on Investment

Acquire.io

  • Acquire gave us chat as a service channel.
  • It gave us insight and details on long-standing, but hard to prove, website concerns.
Brad Tharp | TrustRadius Reviewer

Kayako

  • Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
  • Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.
CJ Estel | TrustRadius Reviewer

Screenshots

Pricing Details

Acquire.io

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Kayako

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

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