What users are saying about
2 Ratings
45 Ratings
2 Ratings
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Score 10 out of 100
45 Ratings
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Score 7.2 out of 100

Feature Set Ratings

    Incident and problem management

    Help.com

    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
    7.0
    70%
    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

    Help.com

    Feature Set Not Supported
    N/A
    7.3

    Kayako

    73%
    Kayako ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.8
    68%
    8 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.8
    78%
    7 Ratings

    Multi-Channel Help

    Help.com

    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
    8.0
    80%
    9 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    9.3
    93%
    5 Ratings

    Attribute Ratings

    • Help.com is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    10.0

    Help.com

    100%
    1 Rating
    6.0

    Kayako

    60%
    21 Ratings

    Likelihood to Renew

    Help.com

    N/A
    0 Ratings
    7.8

    Kayako

    78%
    11 Ratings

    Usability

    Help.com

    N/A
    0 Ratings
    10.0

    Kayako

    100%
    1 Rating

    Availability

    Help.com

    N/A
    0 Ratings
    7.5

    Kayako

    75%
    4 Ratings

    Support Rating

    10.0

    Help.com

    100%
    2 Ratings
    2.2

    Kayako

    22%
    7 Ratings

    Implementation Rating

    Help.com

    N/A
    0 Ratings
    9.0

    Kayako

    90%
    4 Ratings

    Likelihood to Recommend

    Help.com

    Help.com is well suited for companies with sales and support departments who have the employee size to manage and respond to visitors chatting. I think a less appropriate scenario would be a company that does not have the employee size to manage the inbound chats as it makes it less valuable if you cannot interact quickly.
    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.
    Read full review

    Pros

    Help.com

    • User interface is clean and easy to navigate
    • Helpful support
    • Accurately captures information from the person you are chatting with
    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

    Help.com

    • Download chat transcripts easier
    • More pre-set responses
    • Canned responses
    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

    Pricing Details

    Help.com

    Starting Price

    $0 per simultaneous active user

    Editions & Modules

    Help.com editions and modules pricing
    EditionModules
    Help.com Chat$80 per month1

    Footnotes

    1. per simultaneous active user

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Help.com Chat comes with unlimited logins and scales with your business.

    Kayako

    Starting Price

    $29 per month

    Editions & Modules

    Kayako editions and modules pricing
    EditionModules
    Inbox$15.001
    Growth$30.002
    Scale$60.003

    Footnotes

    1. Per User Per Month
    2. Per User Per Month
    3. Per User Per Month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Help.com

    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

    Help.com

    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

    Help.com

    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

    Help.com

    Help.com is easy to use, easy to train new employees to use, very helpful to clients and prospects, helps us generate revenue, resolve customer issues, and maintain a happy customer base. Being available at the convenience of your clients and prospects is necessary and Help.com helps make this possible without a struggle.
    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

    Help.com

    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

    Help.com

    Help.com stacks up against competitors with their pricing, interface, features and support. I have used similar products in the past but Help.com is by far the best solution. I highly encourage you to use Help.com for your business and see for yourself why they are the best option for you.

    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.
    Read full review

    Return on Investment

    Help.com

    • Positive with inbound sales prospects
    • Positive with current client sales
    • Positive with customer support SLA
    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

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