What users are saying about
2 Ratings
42 Ratings
2 Ratings
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Score 10 out of 100
42 Ratings
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Score 6.1 out of 100

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.
Brittany Schwarz | 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

Feature Rating Comparison

Incident and problem management

Help.com
Kayako
7.1
Organize and prioritize service tickets
Help.com
Kayako
8.2
Expert directory
Help.com
Kayako
3.2
Subscription-based notifications
Help.com
Kayako
7.5
ITSM collaboration and documentation
Help.com
Kayako
7.7
Ticket creation and submission
Help.com
Kayako
7.9
Ticket response
Help.com
Kayako
8.1

Self Help Community

Help.com
Kayako
7.0
External knowledge base
Help.com
Kayako
6.5
Internal knowledge base
Help.com
Kayako
7.6

Multi-Channel Help

Help.com
Kayako
8.3
Customer portal
Help.com
Kayako
9.2
IVR
Help.com
Kayako
8.0
Social integration
Help.com
Kayako
6.8
Email support
Help.com
Kayako
8.6
Help Desk CRM integration
Help.com
Kayako
9.2

Pros

Help.com

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

Help.com

  • Download chat transcripts easier
  • More pre-set responses
  • Canned responses
Brittany Schwarz | 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

Help.com

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

Help.com

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

Help.com

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

Help.com

Help.com 10.0
Based on 2 answers
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.
Brittany Schwarz | TrustRadius Reviewer

Kayako

Kayako 5.2
Based on 5 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

Help.com

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

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.

Brittany Schwarz | 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

Help.com

  • Positive with inbound sales prospects
  • Positive with current client sales
  • Positive with customer support SLA
Brittany Schwarz | 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

Help.com

General

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

Help.com Editions & Modules

Edition
Help.com Chat$80 per month1
  1. per simultaneous active user
Additional Pricing Details
Help.com Chat comes with unlimited logins and scales with your business.

Kayako

General

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

Kayako Editions & Modules

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

Rating Summary

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