What users are saying about
43 Ratings
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123 Ratings
43 Ratings
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Score 7.1 out of 100

Twilio

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123 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.8 out of 100

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.
Anonymous | TrustRadius Reviewer

Twilio

Twilio is a simple service that serves as an excellent starting point to create a suitable bridge between an internet network and a telephone network so that we can achieve a high level of group connectivity where interactions are always the most important thing, and it remains cost-effective for the whole team.
Adolfo Villadiego | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Kayako
7.0
Twilio
Organize and prioritize service tickets
Kayako
8.1
Twilio
Expert directory
Kayako
3.1
Twilio
Subscription-based notifications
Kayako
7.2
Twilio
ITSM collaboration and documentation
Kayako
7.8
Twilio
Ticket creation and submission
Kayako
7.9
Twilio
Ticket response
Kayako
8.0
Twilio

Self Help Community

Kayako
7.2
Twilio
External knowledge base
Kayako
6.7
Twilio
Internal knowledge base
Kayako
7.8
Twilio

Multi-Channel Help

Kayako
8.4
Twilio
Customer portal
Kayako
9.3
Twilio
IVR
Kayako
8.0
Twilio
Social integration
Kayako
7.0
Twilio
Email support
Kayako
8.2
Twilio
Help Desk CRM integration
Kayako
9.3
Twilio

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.
Anonymous | TrustRadius Reviewer

Twilio

  • Easy to see my team in one place, when they log in and out and what call status they are in.
  • Twilio is a simple, user friendly way to log in and out of work activities.
  • Excellent services and support.
  • The omnichannel feature which allows agents to get request from all channels.
Max Safier | TrustRadius Reviewer

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.
Joshua Tobiansky | TrustRadius Reviewer

Twilio

  • Authy does not support the "push button" multi-factor authentication from your application's native apps. This means if you want to use Authy, you still need to use TOTP based codes.
  • Not really a shortcoming of Authy, but it does nothing to help with multi-factor authentication using text messages - those are still sent to your platform's messaging app.
  • Authy doesn't always display how much time is left before your current token expires, making it difficult to know how much time you have left to enter the current code.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

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

Twilio

No score
No answers yet
No answers on this topic

Usability

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

Twilio

Twilio 9.5
Based on 11 answers
Twilio has well documented APIs and examples. There are several tutorials, videos and Q&As regarding their services. So, usability is very good. I must say that advanced knowledge of telephony, API/Programming and error-handling is essential to make good use of Twilio. It's not just plug-and-play unless you are integrated with a system that has all of the programming built for it.
Chirag Shukla | TrustRadius Reviewer

Reliability and Availability

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

Twilio

No score
No answers yet
No answers on this topic

Support Rating

Kayako

Kayako 3.5
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

Twilio

Twilio 9.2
Based on 24 answers
I have not had to communicate with Twilio support in the last 3 years but my past experience with them has been very positive. They replied to my previous requests promptly and kept me well informed to resolve my inquiries.With their documentation that's available, I hardly imagine why anyone would need to contact support since it's all there in a concise and easy to understand format. It would probably take you longer to type out a support ticket than to just open their doc websites.
Anonymous | TrustRadius Reviewer

Implementation Rating

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

Twilio

No score
No answers yet
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.
Jericho Fulgencio | TrustRadius Reviewer

Twilio

Twilio was referred to me by a business colleague, and I can't be more thankful! Twilio has helped my Facebook page by leaps and bounds, and I haven't even considered trying another chat option for my page. It is easy to set up, and customer service is quick to answer any and all questions you may have. I highly recommend it!
Mary Tihoni | TrustRadius Reviewer

Contract Terms and Pricing Model

Kayako

No score
No answers yet
No answers on this topic

Twilio

Twilio 10.0
Based on 1 answer
Being in South Africa, direct local currency support would be nice
Farren Mare | TrustRadius Reviewer

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.
CJ Estel | TrustRadius Reviewer

Twilio

  • Adding in phone numbers onto our onboarding sequence has increased our user activity by about 30%. We believe due to the users being more invested in the application now.
  • On top of that, our first SMS has increased our week 1 retention by about 15%. Pushing users to go on the app more than 2-3 times has been a struggle and SMS seems to be a solid driver in retention.
Evan Laird | TrustRadius Reviewer

Screenshots

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

Twilio

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Starting Price

$0.0,015 per min per participant

Twilio Editions & Modules

Edition
Programmable Messaging$0.00751
Programmable Voice$0.00852
Twilio SendGrid Marketing Campaigns$153
Programmable Video$0.00154
Twilio SendGrid Email API$14.955
Twilio Flex (Contact Center)$16
Twilio Flex (Contact Center)$1507
Programmable Voice$0.0138
Twilio Conversations$0.059
Twilio Authy$0.0910
Programmable Wireless$2.0011
Programmable Wireless$0.112
WhatsApp Business API$0.004213
WhatsApp Business API$0.00514
Elastic SIP Trunking$0.04515
Elastic SIP Trunking$0.00716
  1. per message sent or received
  2. per minute to receive a call
  3. per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
  4. per min per participant
  5. per month up to 100k emails. (Up to 40k emails free for 30 days)
  6. per active user hour (5000 hours free)
  7. per named user per month (5000 hours free)
  8. per min to make a call
  9. per active user per month
  10. per authentication
  11. per SIM card
  12. per MB
  13. Per WhatsApp Template message sent
  14. Per WhatsApp session message
  15. Per min for origination
  16. Per min for termination
Additional Pricing Details
1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.

Rating Summary

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