Acquire.io vs. Kayako

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Acquire.io
Score 9.1 out of 10
Enterprise companies (1,001+ employees)
Acquire is a scalable suite of tools equipping service agents with no-download interactive co-browse, live chat, chatbot, video & voice calling. Web and in-app - guide your customers in real time to reduce churn and increase conversion. The application is designed to streamline customer conversations for sales, support and onboarding.N/A
Kayako
Score 7.5 out of 10
N/A
Kayako is a help desk / ticketing product and is available is both SaaS and on-premise configurations. Is is built in PHP and uses my SQL. The product competes with HelpSpot, ZohoSupport, Freshdesk and Zendesk. The Kayako Engage edition may be deployed as a live chat system without ticketing at a reduced cost, featuring click-to-call and site visitor monitoring for customer targeting and engagement.
$29
per month
Pricing
Acquire.ioKayako
Editions & Modules
No answers on this topic
Inbox
$15.00
Per User Per Month
Growth
$30.00
Per User Per Month
Scale
$60.00
Per User Per Month
Offerings
Pricing Offerings
Acquire.ioKayako
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsWhen you sign up for your trial of Support you'll have access to all Team Package features. At any point during the trial, you can choose a plan and pay by credit card, debit card or paypal from within your account.
More Pricing Information
Features
Acquire.ioKayako
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Acquire.io
-
Ratings
Kayako
7.0
10 Ratings
16% below category average
Organize and prioritize service tickets00 Ratings8.010 Ratings
Expert directory00 Ratings3.14 Ratings
Subscription-based notifications00 Ratings7.07 Ratings
ITSM collaboration and documentation00 Ratings7.96 Ratings
Ticket creation and submission00 Ratings8.010 Ratings
Ticket response00 Ratings8.010 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Acquire.io
-
Ratings
Kayako
7.3
8 Ratings
11% below category average
External knowledge base00 Ratings6.88 Ratings
Internal knowledge base00 Ratings7.87 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Acquire.io
-
Ratings
Kayako
8.4
9 Ratings
4% above category average
Customer portal00 Ratings9.36 Ratings
IVR00 Ratings8.01 Ratings
Social integration00 Ratings7.03 Ratings
Email support00 Ratings8.09 Ratings
Help Desk CRM integration00 Ratings9.35 Ratings
Best Alternatives
Acquire.ioKayako
Small Businesses
Olark
Olark
Score 8.6 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 9.9 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 9.9 out of 10
LiveChat
LiveChat
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Acquire.ioKayako
Likelihood to Recommend
9.0
(1 ratings)
6.0
(21 ratings)
Likelihood to Renew
-
(0 ratings)
7.8
(11 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Availability
-
(0 ratings)
7.5
(4 ratings)
Support Rating
9.0
(2 ratings)
2.1
(7 ratings)
Implementation Rating
-
(0 ratings)
9.0
(4 ratings)
User Testimonials
Acquire.ioKayako
Likelihood to Recommend
Acquire
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.
Read full review
Kayako
When it works, 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.
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Pros
Acquire
  • 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.
Read full review
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.
Read full review
Cons
Acquire
  • The product is stand-alone chat and co-browse, not really omni-channel.
  • Workforce management features, work distribution and control, could use some improvement.
Read full review
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.
Read full review
Likelihood to Renew
Acquire
No answers on this topic
Kayako
  • 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
Read full review
Usability
Acquire
No answers on this topic
Kayako
I did not come from an IT background and I picked this program up quickly
Read full review
Reliability and Availability
Acquire
No answers on this topic
Kayako
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.
Read full review
Support Rating
Acquire
They are very responsive to inquiries, and quickly make product changes when asked.
Read full review
Kayako
  • 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.
Read full review
Implementation Rating
Acquire
No answers on this topic
Kayako
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.
Read full review
Alternatives Considered
Acquire
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.
Read full review
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.
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Return on Investment
Acquire
  • Acquire gave us chat as a service channel.
  • It gave us insight and details on long-standing, but hard to prove, website concerns.
Read full review
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.
Read full review
ScreenShots

Acquire.io Screenshots

Screenshot of Visitor log and Analytic reportScreenshot of Interactive Co-BrowsingScreenshot of Mobile Co-BrowsingScreenshot of ChatbotScreenshot of Analytics