# Dynamics 365 Customer Service vs Kayako Comparison

| | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.0 out of 5 | 
| **Total Reviews** | 32 | 225 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Small-Business (55.1% of reviews) | 
| **Entry Level Price** | No pricing available | $15/agent/month | 

---
## Top Pros & Cons

### Dynamics 365 Customer Service

Pros:
- Automation (2 reviews)
- Ease of Use (2 reviews)

Cons:
- Limited Customization (2 reviews)
- Limited Functionality (2 reviews)

### Kayako

Pros:
- AI Assistance (1 reviews)
- AI Efficiency (1 reviews)

Cons:
- Not Intuitive (1 reviews)
- Quality Issues (1 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
  | **Meets Requirements** | 8.5 (20 reviews) | 8.1 (203 reviews) | 
  | **Ease of Use** | 7.9 (20 reviews) | 8.4 (202 reviews) | 
  | **Ease of Setup** | 7.4 (9 reviews) | 8.0 (135 reviews) | 
  | **Ease of Admin** | 7.7 (8 reviews) | 8.0 (132 reviews) | 
  | **Quality of Support** | 8.4 (19 reviews) | 8.0 (189 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (6 reviews) | 8.3 (131 reviews) | 
  | **Product Direction (% positive)** | 8.2 (19 reviews) | 7.1 (200 reviews) | 

---
## Pricing

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Kayako

#### Entry-Level Pricing

Plan: Inbox

Price: $15 /agent/month

Description: A shared email, chat, and social inbox for small teams

Key Features:
- Email, chat and social
- Assignment rules
- Insights

[Browse all 3 editions](https://www.g2.com/products/kayako/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |
| **Kayako** | 8.0/10 | 170 |

#### Ticket and Case Management

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (10 reviews) ✓ Verified | 8.7 (155 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.3 (10 reviews) ✓ Verified | 8.5 (156 reviews) ✓ Verified | 
| **Workflow** | 8.8 (10 reviews) ✓ Verified | 8.1 (148 reviews) ✓ Verified | 
| **Response Automation** | 8.9 (9 reviews) ✓ Verified | 8.3 (143 reviews) ✓ Verified | 
| **SLA Management** | 8.7 (9 reviews) ✓ Verified | 8.0 (129 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.2 (10 reviews) | 7.6 (146 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (9 reviews) ✓ Verified | 8.5 (147 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.5 (10 reviews) ✓ Verified | 7.8 (56 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | 8.4 (131 reviews) ✓ Verified | 
| **Email to Case** | 8.7 (10 reviews) | 8.7 (143 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.3 (9 reviews) ✓ Verified | 8.3 (105 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (10 reviews) | 7.3 (57 reviews) ✓ Verified | 
| **Voice** | 8.5 (10 reviews) ✓ Verified | Feature Not Available | 

#### Platform

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Mobile User Support** | 8.3 (6 reviews) | 7.7 (83 reviews) ✓ Verified | 
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 7.9 (115 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.0 (7 reviews) ✓ Verified | 8.2 (102 reviews) ✓ Verified | 
| **Integration** | 8.3 (7 reviews) ✓ Verified | 7.9 (65 reviews) ✓ Verified | 
| **Reporting** | 8.5 (9 reviews) ✓ Verified | 7.4 (132 reviews) ✓ Verified | 
| **Dashboards** | 8.7 (9 reviews) ✓ Verified | 7.7 (128 reviews) ✓ Verified | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Kayako** | 8.2/10 | 14 |

#### Productivity Tools

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Notes** | Not enough data | 8.2 (13 reviews) | 
| **Internal Discussion** | Not enough data | 8.7 (13 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.3 (13 reviews) | 
| **Workflows** | Not enough data | 7.6 (13 reviews) | 
| **Templates** | Not enough data | 8.3 (13 reviews) | 
| **Integrations** | Not enough data | 8.5 (13 reviews) | 
| **Tagging System** | Not enough data | 8.5 (13 reviews) | 

#### Analytics

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Trends** | Not enough data | 8.2 (13 reviews) | 
| **Performance Tracking** | Not enough data | 7.9 (13 reviews) | 
| **Email Tracking** | Not enough data | Feature Not Available | 

#### Agentic AI - Shared Inbox

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Kayako** | 8.5/10 | 139 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.5 (40 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.8 (39 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.1 (34 reviews) ✓ Verified | 
| **In-App Messaging** | Not enough data | 8.8 (29 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 7.9 (115 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.7 (37 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.1 (31 reviews) ✓ Verified | 
| **Knowledge Base** | Not enough data | 8.7 (41 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.6 (37 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.5 (39 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |
| **Kayako** | 7.8/10 | 58 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Knowledge Base** | 8.9 (15 reviews) | 8.6 (48 reviews) | 
| **Searchable Articles** | 8.2 (13 reviews) | 8.7 (49 reviews) | 
| **Community Forums** | 8.1 (12 reviews) | 8.5 (39 reviews) | 
| **Mobile Optimization** | 7.8 (6 reviews) | 7.1 (8 reviews) | 
| **Personalization** | 7.8 (6 reviews) | 6.9 (8 reviews) | 

#### Self-Service Platform

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Branding** | 8.9 (6 reviews) | 6.9 (8 reviews) | 
| **Automation** | 9.4 (6 reviews) | 7.5 (8 reviews) | 
| **Artificial Intelligence** | 8.3 (7 reviews) | 8.5 (8 reviews) | 
| **Integrations** | 8.6 (6 reviews) | 7.3 (8 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)


**Unique to Kayako (1):** [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Service | Kayako | 
|---|---|---|
| **Small-Business** | 14.3% | 55.1% | 
| **Mid-Market** | 53.6% | 35.2% | 
| **Enterprise** | 32.1% | 9.7% | 

### By Industry

#### Dynamics 365 Customer Service

- **Information Technology and Services:** 14.8%
- **Telecommunications:** 11.1%
- **Computer Software:** 11.1%
- **Banking:** 7.4%
- **Accounting:** 3.7%
- **Consumer Electronics:** 3.7%
- **Consumer Services:** 3.7%
- **Financial Services:** 3.7%
- **Fine Art:** 3.7%
- **Food Production:** 3.7%
- **Other:** 33.3%

#### Kayako

- **Information Technology and Services:** 26.4%
- **Computer Software:** 15.0%
- **Telecommunications:** 5.9%
- **Internet:** 4.5%
- **Marketing and Advertising:** 4.1%
- **Computer Networking:** 3.6%
- **Education Management:** 3.2%
- **Financial Services:** 3.2%
- **Computer & Network Security:** 2.7%
- **Higher Education:** 2.7%
- **Other:** 28.6%

---
## Alternatives

### Alternatives to Dynamics 365 Customer Service

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6935 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1546 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7589 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)

### Alternatives to Kayako

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6935 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7589 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.4/5 stars (806 reviews)

---
## Top Discussions

### Dynamics 365 Customer Service

No discussions available for this product.

### Kayako

- Title: [Does Kayako offer an API?](https://www.g2.com/discussions/api-4f1ac902-927c-441b-92b7-02522a208f31) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Yes. Visit us at https://developer.kayako.com/ for more information."
- Title: [What integrations does Kayako support?](https://www.g2.com/discussions/integrations-274e8967-7d4f-4b09-9ee5-3805488ac273) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Kayako has a number of native integrations with popular CRM's and payment platforms such as Salesforce and Stripe. In addition Kayako supports over 750+..."
- Title: [had any one used reporting with kayako](https://www.g2.com/discussions/had-any-one-used-reporting-with-kayako) — 2 comments, 1 upvote
  > **Top comment:** "We never found the Reports usable either. Since the data is in SQL we wrote our own reports engine. (I should note we also have tons of automated messages..."
- Title: [What features does Kayako offer?](https://www.g2.com/discussions/features-functionality) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Kayako's inbox plan that starts at $15/agent gives you a help desk with email ticketing, a knowledge base, live chat for your website, help center and mobile..."
- Title: [Can I use Messenger in multiple languages?](https://www.g2.com/discussions/language-support-1cf604fd-3ad7-4e3a-bc54-e2251822fc4e) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Yes, you can use Messenger to offer support in multiple languages. Kayako's localization features let you choose which language your team and your customers..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/dynamics-365-customer-service-vs-kayako)