What users are saying about
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Top Rated
126 Ratings
44 Ratings

Drift

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Top Rated
126 Ratings
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Score 8.3 out of 100
44 Ratings
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Score 7.1 out of 100

Feature Set Ratings

    Incident and problem management

    Drift

    Feature Set Not Supported
    N/A
    7.0

    Kayako

    70%
    Kayako ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Expert directory

    N/A
    0 Ratings
    3.1
    31%
    4 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.1
    71%
    7 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.9
    79%
    6 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Ticket response

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Self Help Community

    Drift

    Feature Set Not Supported
    N/A
    7.3

    Kayako

    73%
    Kayako ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.7
    67%
    8 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.8
    78%
    7 Ratings

    Multi-Channel Help

    Drift

    Feature Set Not Supported
    N/A
    8.4

    Kayako

    84%
    Kayako ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    9.3
    93%
    6 Ratings

    IVR

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Social integration

    N/A
    0 Ratings
    7.0
    70%
    3 Ratings

    Email support

    N/A
    0 Ratings
    8.1
    81%
    9 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    9.3
    93%
    5 Ratings

    Attribute Ratings

    • Drift is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Kayako is rated higher in 1 area: Usability

    Likelihood to Recommend

    8.4

    Drift

    84%
    45 Ratings
    6.0

    Kayako

    60%
    21 Ratings

    Likelihood to Renew

    Drift

    N/A
    0 Ratings
    7.8

    Kayako

    78%
    11 Ratings

    Usability

    7.3

    Drift

    73%
    3 Ratings
    10.0

    Kayako

    100%
    1 Rating

    Availability

    Drift

    N/A
    0 Ratings
    7.5

    Kayako

    75%
    4 Ratings

    Support Rating

    8.0

    Drift

    80%
    3 Ratings
    2.6

    Kayako

    26%
    7 Ratings

    Implementation Rating

    Drift

    N/A
    0 Ratings
    9.0

    Kayako

    90%
    4 Ratings

    Likelihood to Recommend

    Drift

    It is recommended for any company; it is a comprehensive tool for teams interested in strengthening business management and improving efficiency. It allows you to automatically schedule support with customers, thus saving a lot of time. Large companies can establish a chat and communication between potential customers, answering their questions quickly; allow you to monitor and track your leads and new leads, to make it fully functional, it has a very affordable value so that it can be used in all companies, it will not affect their economic aspects.
    Michael Guth | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    Drift

    • Easy to implement - we were up on our site in hours.
    • Increases the volume and quality of buyer conversations - visitors get to value faster and qualify themselves by chatting in.
    • Surfaces relevant experiences and content to people faster based on targeted use cases.
    • Brings your brand to the prospect experience to stand out in the market. For example, our mascot Ollie Llama welcoming visitors on the homepage with funny llama.
    Ben Battaglia | 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

    Drift

    • Whenever there have been challenges with the product, the team has always been hungry to fix the issues that we raise.
    • In-platform reporting on conversion metrics can be improved. For example, it's not possible to report on business vs non business email capture rate (currently reported by our CSM every week), and to get the most detail about meetings that have been booked, you have to export data and review in Sheets/Excel. Drift responds quickly, and they're already working on this... so by the time you read this review, the reports will probably be fully functional in the platform.
    Adrian Cohn | 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

    Pricing Details

    Drift

    General

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

    Starting Price

    Drift Editions & Modules

    Additional Pricing Details

    Kayako

    General

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

    Starting Price

    $29 per month

    Kayako Editions & Modules

    Edition
    Inbox$15.001
    Growth$30.001
    Scale$60.001
    1. Per User Per Month
    Additional Pricing Details

    Likelihood to Renew

    Drift

    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

    Drift

    Drift 7.3
    Based on 3 answers
    The customer-facing usability is great, but managing drift from the back end can be challenging at times. This is mainly due to slow loading speeds when it comes to editing or viewing routing. Coupling this with no autosave function, changes are hard to make and can easily be lost.
    Anonymous | TrustRadius Reviewer

    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

    Drift

    No score
    No answers yet
    No answers on this topic

    Kayako

    Kayako 7.5
    Based on 4 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

    Drift

    Drift 8.0
    Based on 3 answers
    The Drift team has been remarkably responsive to me. From support reps available in-app, to my account manager committed to my long-term success, to regular connections and interactions with their leadership team. They have been wholeheartedly committed to answering every question and solving every issue so that we can succeed as a team, and I can succeed as a marketer!
    Ben Battaglia | TrustRadius Reviewer

    Kayako

    Kayako 2.6
    Based on 7 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

    Drift

    No score
    No answers yet
    No answers on this topic

    Kayako

    Kayako 9.0
    Based on 4 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

    Drift

    I have used a few different chat platforms, the most popular one being Intercom. They both have some similarities in functionalities and features. I have had more success with Drift and the calendar link/automation. I love the fact that a prospect can easily find my calendar link and book a demo without needing to speak with me.
    Anonymous | 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

    Drift

    • Save time by allowing your inbound audience to access what they want immediately through Drift bots.
    • Reducing friction you will increase your inbound audience engagement traffic.
    • With Drift, our company has increased our qualified sales meetings booked more than 3x than when we used forms.
    Rachel Green | 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

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