Kayako vs. Ruby Virtual Receptionist Services

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Kayako
Score 2.2 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
Ruby
Score 10.0 out of 10
N/A
Ruby, or Ruby Receptionists headquartered in Portland, boasts supporting more than 10,000 businesses with live virtual receptionists and 24/7 available chat services. Users set their preferences to have Ruby answer the phone part-time, full-time, or after hours, and Ruby deploys personalized company greetings to custom call handling instructions.
$129
per month
Pricing
KayakoRuby Virtual Receptionist Services
Editions & Modules
Inbox
$15.00
Per User Per Month
Growth
$30.00
Per User Per Month
Scale
$60.00
Per User Per Month
Chat Ruby 10
$129
monthly
Chat Ruby 30
$299
monthly
Call Ruby 100
$319
monthly
Chat Ruby 50
$469
monthly
Call Ruby 200
$599
monthly
Call Ruby 350
$999
monthly
Call Ruby 500
$1,399
monthly
Offerings
Pricing Offerings
KayakoRuby
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsBundled Chat Ruby 10 Your Call Ruby Plan + Up to 10 Chats for $99 Bundled Chat Ruby 30 Your Call Ruby Plan + Up to 30 Chats for $249 Bundled Chat Ruby 50 Your Call Ruby Plan + Up to 50 Chats for $399
More Pricing Information
Community Pulse
KayakoRuby Virtual Receptionist Services
Top Pros

No answers on this topic

Top Cons
Features
KayakoRuby Virtual Receptionist Services
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kayako
2.0
11 Ratings
119% below category average
Ruby Virtual Receptionist Services
-
Ratings
Organize and prioritize service tickets1.011 Ratings00 Ratings
Expert directory1.05 Ratings00 Ratings
Subscription-based notifications1.08 Ratings00 Ratings
ITSM collaboration and documentation1.07 Ratings00 Ratings
Ticket creation and submission7.011 Ratings00 Ratings
Ticket response1.011 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kayako
1.0
9 Ratings
154% below category average
Ruby Virtual Receptionist Services
-
Ratings
External knowledge base1.09 Ratings00 Ratings
Internal knowledge base1.08 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Kayako
1.0
10 Ratings
154% below category average
Ruby Virtual Receptionist Services
-
Ratings
Customer portal1.07 Ratings00 Ratings
IVR1.02 Ratings00 Ratings
Social integration1.04 Ratings00 Ratings
Email support1.010 Ratings00 Ratings
Help Desk CRM integration1.06 Ratings00 Ratings
Best Alternatives
KayakoRuby Virtual Receptionist Services
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Smith.ai Live Website Chat
Smith.ai Live Website Chat
Score 8.9 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10

No answers on this topic

Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10

No answers on this topic

All AlternativesView all alternativesView all alternatives
User Ratings
KayakoRuby Virtual Receptionist Services
Likelihood to Recommend
1.0
(22 ratings)
5.0
(1 ratings)
Likelihood to Renew
7.8
(11 ratings)
-
(0 ratings)
Usability
10.0
(1 ratings)
-
(0 ratings)
Availability
7.5
(2 ratings)
-
(0 ratings)
Support Rating
2.1
(4 ratings)
-
(0 ratings)
Implementation Rating
9.0
(2 ratings)
-
(0 ratings)
User Testimonials
KayakoRuby Virtual Receptionist Services
Likelihood to Recommend
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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Ruby Receptionists, Inc
Ruby Virtual Receptionist Services is well suited for a business that needs call screening and message-taking services. The service is expensive but if the user is willing to put a lot of time and effort into planning and scriptwriting, as well as call handling instructions, it may work well. Also, if there is not much information that must be captured by the receptionist, I feel this may be a better fit.
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Pros
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.
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Ruby Receptionists, Inc
  • Call-out request "personal assistant services."
  • Ruby Receptionist app.
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Cons
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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Ruby Receptionists, Inc
  • Clarity in billing.
  • Shortened hold times.
  • Less transfer time from call to receptionist (between English and Spanish).
  • Better training of receptionists to prevent certain things from being said to clients - decreases client confidence.
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Likelihood to Renew
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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Ruby Receptionists, Inc
No answers on this topic
Usability
Kayako
I did not come from an IT background and I picked this program up quickly
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Ruby Receptionists, Inc
No answers on this topic
Reliability and Availability
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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Ruby Receptionists, Inc
No answers on this topic
Support Rating
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.
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Ruby Receptionists, Inc
No answers on this topic
Implementation Rating
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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Ruby Receptionists, Inc
No answers on this topic
Alternatives Considered
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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Ruby Receptionists, Inc
We switched over from Answer First to Ruby Receptionist because we wanted a more full-service answering service. We wanted to be able to call out using our business number as well as text in and out. We also really liked the "call-out request" feature as it freed up our time and allowed Ruby to handle minor client communications, etc.
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Return on Investment
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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Ruby Receptionists, Inc
  • Increased efficiency.
  • NEGATIVE ROI.
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ScreenShots