ApexChat is a live chat tool from the company of the same name in Pleasonton, California.
N/A
Kayako
Score 3.7 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
ApexChat
Kayako
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
ApexChat
Kayako
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
ApexChat
Kayako
Features
ApexChat
Kayako
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ApexChat
-
Ratings
Kayako
2.0
11 Ratings
122% below category average
Organize and prioritize service tickets
00 Ratings
1.011 Ratings
Expert directory
00 Ratings
1.05 Ratings
Subscription-based notifications
00 Ratings
1.08 Ratings
ITSM collaboration and documentation
00 Ratings
1.07 Ratings
Ticket creation and submission
00 Ratings
7.011 Ratings
Ticket response
00 Ratings
1.011 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ApexChat
-
Ratings
Kayako
1.0
9 Ratings
155% below category average
External knowledge base
00 Ratings
1.09 Ratings
Internal knowledge base
00 Ratings
1.08 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
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.
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.
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.
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
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.
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.
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.