Hiver vs. Kayako

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hiver
Score 8.8 out of 10
N/A
Hiver helps you manage customer support and sales right from your Gmail. With Hiver, teams can collaborate on Shared email accounts like support@ or sales@ without having to leave their Gmail accounts. Hiver works like a full-fledged help desk, built right into Gmail. It gives you everything you need to do outstanding customer support, without any of the complexities and feature overload that come with other help desk products. Hiver is used by thousands of companies…
$14
/user/month
Kayako
Score 1.5 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
HiverKayako
Editions & Modules
PLUS PLAN
$14.00
/user/month
PREMIUM PLAN
$22.00
/user/month
ENTERPRISE PLAN
$34.00
/user/month
Inbox
$15.00
Per User Per Month
Growth
$30.00
Per User Per Month
Scale
$60.00
Per User Per Month
Offerings
Pricing Offerings
HiverKayako
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
HiverKayako
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hiver
1.7
3 Ratings
129% below category average
Kayako
2.0
11 Ratings
119% below category average
Organize and prioritize service tickets1.03 Ratings1.011 Ratings
Ticket creation and submission2.03 Ratings7.011 Ratings
Ticket response2.03 Ratings1.011 Ratings
Expert directory00 Ratings1.05 Ratings
Subscription-based notifications00 Ratings1.08 Ratings
ITSM collaboration and documentation00 Ratings1.07 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hiver
3.0
3 Ratings
86% below category average
Kayako
1.0
10 Ratings
153% below category average
Email support3.03 Ratings1.010 Ratings
Customer portal00 Ratings1.07 Ratings
IVR00 Ratings1.02 Ratings
Social integration00 Ratings1.04 Ratings
Help Desk CRM integration00 Ratings1.06 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hiver
-
Ratings
Kayako
1.0
9 Ratings
153% below category average
External knowledge base00 Ratings1.09 Ratings
Internal knowledge base00 Ratings1.08 Ratings
Best Alternatives
HiverKayako
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HiverKayako
Likelihood to Recommend
1.0
(3 ratings)
1.0
(22 ratings)
Likelihood to Renew
-
(0 ratings)
7.8
(11 ratings)
Usability
3.0
(1 ratings)
10.0
(1 ratings)
Availability
-
(0 ratings)
7.5
(2 ratings)
Support Rating
4.0
(1 ratings)
2.1
(4 ratings)
Implementation Rating
-
(0 ratings)
9.0
(2 ratings)
User Testimonials
HiverKayako
Likelihood to Recommend
Hiver
Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
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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
Hiver
  • It's easy to set up, and manage ongoing.
  • The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time.
  • It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution!
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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
Hiver
  • There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email.
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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.
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Likelihood to Renew
Hiver
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
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Usability
Hiver
Easy to use
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Kayako
I did not come from an IT background and I picked this program up quickly
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Reliability and Availability
Hiver
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.
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Support Rating
Hiver
Support is there, can be slow at times.
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
Hiver
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.
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Alternatives Considered
Hiver
Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
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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
Hiver
  • Hiver has increased the efficiency by which we address emailed questions and concerns.
  • Hiver increases transparency between team members.
  • Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories.
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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.
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ScreenShots

Hiver Screenshots

Screenshot of Hiver in GmailScreenshot of Access shared mailboxScreenshot of Collision alerts feature