Compare Hiver and Kayako 
At a Glance
Market Segments
Small-Business (67.0% of reviews)
Small-Business (55.6% of reviews)
Entry-Level Pricing
Free
$15/agent/month
Hiver
Star Rating
(1,280)4.6 out of 5
Market Segments
Small-Business (67.0% of reviews)
Pros & Cons
Entry-Level Pricing
Free
Free Trial is available
Browse all 4 pricing plansKayako
Star Rating
(223)4.0 out of 5
Market Segments
Small-Business (55.6% of reviews)
Pros & Cons
Entry-Level Pricing
$15/agent/month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Hiver excels in user satisfaction, boasting a higher overall score compared to Kayako. Users appreciate Hiver's ability to streamline email management, with features that allow teams to assign emails and track tasks effectively, enhancing collaboration and reducing response times.
- According to verified reviews, Kayako's AI capabilities stand out, particularly in handling repetitive support queries. Users have noted that the AI provides contextual suggestions, which significantly reduces the workload on support agents, allowing them to focus on more complex issues.
- Users say that Hiver's shared inbox feature is a game-changer for team collaboration. Reviewers highlight how it organizes email management, making it easier to resolve customer queries without missing important communications, which is crucial for maintaining customer satisfaction.
- Reviewers mention that Kayako has a strong focus on automation, with features that help in ticket creation and response. Users have praised the system for learning from past tickets, which helps in generating accurate responses and saves time for support teams.
- G2 reviewers highlight that Hiver's ease of setup and user experience is superior, with many users finding the onboarding process intuitive. This has led to quicker adoption within teams, allowing them to start managing customer interactions effectively right away.
- According to recent feedback, while Kayako has strong features for ticket management, some users feel it struggles with customization options compared to Hiver. This can limit its adaptability to specific business workflows, which is a critical factor for teams looking for tailored solutions.
Pricing
Entry-Level Pricing
Hiver
Free
Free
- Multi-channel shared inboxes
- Email management
- Live chat support
Kayako
Inbox
$15
/agent/month
A shared email, chat, and social inbox for small teams
- Email, chat and social
- Assignment rules
- Insights
Free Trial
Hiver
Free Trial is available
Kayako
Free Trial is available
Ratings
Meets Requirements
9.0
990
8.1
202
Ease of Use
9.1
1,014
8.4
200
Ease of Setup
9.0
590
8.0
133
Ease of Admin
9.2
452
8.0
132
Quality of Support
9.2
918
8.0
188
Has the product been a good partner in doing business?
9.2
443
8.3
131
Product Direction (% positive)
9.1
983
7.1
199
Features by Category
Ticket and Case Management
8.8
211
|
Verified
8.7
155
|
Verified
8.7
215
|
Verified
8.5
154
|
Verified
8.6
222
|
Verified
8.1
148
|
Verified
8.5
205
|
Verified
8.3
141
|
Verified
8.2
177
|
Verified
8.0
129
|
Verified
8.3
189
7.6
145
|
Verified
8.6
208
|
Verified
8.5
147
|
Verified
8.1
112
7.8
56
Generative AI
7.2
74
Not enough data
7.3
73
Not enough data
Agentic AI - Help Desk
7.3
29
Not enough data
7.2
29
Not enough data
6.8
28
Not enough data
Communication Channels
8.2
160
8.4
131
|
Verified
8.9
217
|
Verified
8.7
143
|
Verified
8.5
190
8.3
105
|
Verified
7.5
109
7.4
56
|
Verified
7.5
104
Feature Not Available
Platform
7.5
175
|
Verified
7.7
83
|
Verified
7.8
160
7.9
115
|
Verified
8.8
214
|
Verified
8.2
102
|
Verified
8.2
175
|
Verified
7.9
65
|
Verified
8.2
193
|
Verified
7.4
132
|
Verified
8.4
207
|
Verified
7.7
128
|
Verified
Channels
7.9
149
Not enough data
7.6
143
Not enough data
6.7
141
Not enough data
Design
7.9
142
Not enough data
7.3
142
Not enough data
8.0
144
Not enough data
8.2
144
Not enough data
7.8
141
Not enough data
Generative AI
7.1
107
Not enough data
7.1
105
Not enough data
Usability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Reporting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Support Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
7.3
5
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Sorting & Filtering
8.1
350
Not enough data
8.8
385
Not enough data
7.5
330
Not enough data
8.0
347
Not enough data
Integrations
6.8
286
Not enough data
9.3
395
Not enough data
7.1
281
Not enough data
Time Management
8.7
351
Not enough data
8.5
344
Not enough data
8.0
313
Not enough data
Generative AI
7.5
204
Not enough data
7.2
199
Not enough data
7.4
202
Not enough data
Agentic AI - Email Management
7.2
31
Not enough data
7.2
32
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
8.5
40
|
Verified
Not enough data
8.8
39
|
Verified
Not enough data
8.1
34
|
Verified
Not enough data
8.8
29
|
Verified
Not enough data
Not enough data
Internal Use
7.8
160
7.9
115
|
Verified
Not enough data
8.7
37
|
Verified
Not enough data
8.1
31
|
Verified
Not enough data
8.7
41
|
Verified
Not enough data
8.6
37
|
Verified
Not enough data
8.5
39
|
Verified
Generative AI
8.6
6
Not enough data
Self-Service Experience
8.6
7
8.6
48
8.3
7
8.7
49
8.6
7
8.5
39
8.3
7
7.1
8
8.3
7
6.9
8
Self-Service Platform
8.6
7
6.9
8
8.6
7
7.5
8
8.8
7
8.5
8
8.8
7
7.3
8
Agentic AI - Customer Self-Service
8.6
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
8.1
6
Not enough data
8.3
6
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Insight
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
9.0
5
Not enough data
9.0
5
Not enough data
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Ticket Management - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Support Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace Communication Tools
6.7
5
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Hiver and Kayako are categorized as Digital Customer Service Platforms, Shared Inbox, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Kayako has no unique categories
Reviews
Reviewers' Company Size
Hiver
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kayako
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
6.9%
Information Technology and Services
5.5%
Marketing and Advertising
5.4%
Accounting
4.9%
Financial Services
4.1%
Other
73.2%
Information Technology and Services
26.1%
Computer Software
14.7%
Telecommunications
6.0%
Internet
4.6%
Marketing and Advertising
4.1%
Other
44.5%
Alternatives
Discussions
What is the future development direction for Hiver?
1 Comment
NR
Hi George. Thanks for being a Hiver champion over the years. I'm Niraj, founder and CEO at Hiver. Hope you remembers our communication from a few years back...Read more
Is there a way to make pending items show up in my hiver inbox? Right now, they are separate.
1 Comment
PA
Hi Makisha,
I am Pratibha from the Product team at Hiver.
As of now, there's no way to show Pending conversations assigned to you in your Inbox. But I...Read more
How can i separate Hiver tickets from my own emails in Gmail?
1 Comment
RG
We just create a filter that auto archives anything in the Shared Inbox from Hiver so that those emails only show up in the Hiver folder. Read more
had any one used reporting with kayako
2 Comments
JE
Hi there! It sounds like you might be using our custom report builder, which is SQL-like. This is an advanced tools for programmers to mine out data from...Read more
What integrations does Kayako support?
2 Comments
EW
The only official integrations Kayako offer is Salesforce and Zapier integration. Kayakos API's, Endpoints and Webhooks are also great if you have the...Read more
Does Kayako offer an API?
2 Comments
EW
Yes. Kayako offers both API's, Webhooks and endpoints. Read more
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