Kana vs Kayako | G2

Compare KANA Enterprise vs Kayako

See this
comparison of KANA Enterprise vs. Kayako
based on data from user reviews. KANA Enterprise rates 3.8/5 stars with 11 reviews. Kayako rates 4.1/5 stars with 190 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

  ‐
Inbox
$85
/agent/month
  ‐
Growth
$17
/agent/month
  ‐
Scale
$47
/agent/month
 
Free Trial Unavailable
Free Trial
KANA Enterprise
Free Trial Unavailable
Kayako
Inbox
$45/agent/month
Growth
$57/agent/month
Scale
$17/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.3
5.5
Ease of Use
Ease of Use
0.5
3.6
Ease of Setup
Ease of Setup
2.8
1.8
Ease of Admin
Ease of Admin
0.7
1.4
Quality of Support
Quality of Support
2.0
0.2
Ease of Doing Business With
Ease of Doing Business With
5.0
2.3
Product Direction (% positive)
Product Direction (% positive)
2.1
0.6
Meets Requirements
KANA Enterprise
4.7
Kayako
7.5
Ease of Use
KANA Enterprise
0.1
Kayako
4.0
Ease of Setup
KANA Enterprise
4.2
Kayako
4.4
Ease of Admin
KANA Enterprise
1.5
Kayako
5.1
Quality of Support
KANA Enterprise
8.4
Kayako
5.8
Ease of Doing Business With
KANA Enterprise
4.8
Kayako
2.6
Product Direction (% positive)
KANA Enterprise
0.1
Kayako
0.7

Features

Ticket and Case Management
Ticket creation user experience
KANA Enterprise
Not enough data available
Kayako
3.7
Ticket response user experience
KANA Enterprise
Not enough data available
Kayako
6.7
Workflow
KANA Enterprise
Not enough data available
Kayako
6.6
Response Automation
KANA Enterprise
5.6
Kayako
5.1
SLA Management
KANA Enterprise
Not enough data available
Kayako
6.2
Attachments/Screencasts
KANA Enterprise
4.3
Kayako
1.2
Ticket Collaboration
KANA Enterprise
Not enough data available
Kayako
1.5
Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
Kayako
0.8
Searchable Articles
KANA Enterprise
Not enough data available
Kayako
7.0
Community Forums
KANA Enterprise
Not enough data available
Kayako
4.8
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
Kayako
7.6
Communication
Pop-up Chat
KANA Enterprise
Not enough data available
Kayako
1.6
Notifications
KANA Enterprise
Not enough data available
Kayako
5.2
Targeted Emails
KANA Enterprise
Not enough data available
Kayako
2.1
In-App Messaging
KANA Enterprise
Not enough data available
Kayako
8.4
Interaction
Web Portals
KANA Enterprise
Not enough data available
Kayako
7.1
Forum to Reponse
KANA Enterprise
Not enough data available
Kayako
5.7
Tickets and Tagging
KANA Enterprise
Not enough data available
Kayako
2.7
Live Chat
KANA Enterprise
Not enough data available
Kayako
0.4
Internal Use
Customization
KANA Enterprise
Not enough data available
Kayako
8.3
Conversation Archiving
KANA Enterprise
Not enough data available
Kayako
5.4
Lead Development
KANA Enterprise
Not enough data available
Kayako
5.0
Knowledge Base
KANA Enterprise
Not enough data available
Kayako
8.5
Team Inbox
KANA Enterprise
Not enough data available
Kayako
2.7
Customer Profiles
KANA Enterprise
Not enough data available
Kayako
2.6
Communication Channels
Customer Portal
KANA Enterprise
Not enough data available
Kayako
5.1
Email to Case
KANA Enterprise
0.7
Kayako
5.2
Chat/Live Support
KANA Enterprise
Not enough data available
Kayako
0.0
Social Integration
KANA Enterprise
Not enough data available
Kayako
4.2
Call Center
Make, Receive, and Record Calls
KANA Enterprise
Not enough data available
Kayako
2.4
Customer and Contacts Database
KANA Enterprise
Not enough data available
Kayako
8.7
Products and Version Tracking
KANA Enterprise
Not enough data available
Kayako
7.7
Call Scripting
KANA Enterprise
Not enough data available
Kayako
3.0
Interactive Voice Response (IVR)
KANA Enterprise
Not enough data available
Kayako
1.3
Self Service/Community
Forums
KANA Enterprise
Not enough data available
Kayako
7.4
Knowledge Base
KANA Enterprise
Not enough data available
Kayako
8.0
Ideas/Feedback
KANA Enterprise
Not enough data available
Kayako
1.3
Q&A
KANA Enterprise
Not enough data available
Kayako
2.8
Reporting & Analytics
Social Monitoring
KANA Enterprise
Not enough data available
Kayako
4.2
Reporting
KANA Enterprise
2.6
Kayako
8.7
Dashboards
KANA Enterprise
Not enough data available
Kayako
1.5
Platform
Mobile User Support
KANA Enterprise
Not enough data available
Kayako
5.8
ITIL Compliance
KANA Enterprise
Not enough data available
Kayako
3.8
Customization
KANA Enterprise
Not enough data available
Kayako
4.4
User, Role, and Access Management
KANA Enterprise
Not enough data available
Kayako
8.8
Internationalization
KANA Enterprise
Not enough data available
Kayako
6.5
Performance & Reliability
KANA Enterprise
Not enough data available
Kayako
6.7
Integration APIs
KANA Enterprise
Not enough data available
Kayako
3.0

Reviewers' Company Size

Small-Business (12 or fewer emp.)
Small-Business
(75 or fewer emp.)
0%
14.5%
Mid-Market (40-2173 emp.)
Mid-Market
(34-7811 emp.)
61.6%
10.5%
Enterprise (> 6058 emp.)
Enterprise
(> 5536 emp.)
77.1%
57.4%
KANA Enterprise
Small-Business
8%
Mid-Market
83.7%
Enterprise
66.3%
Kayako
Small-Business
15.6%
Mid-Market
27.0%
Enterprise
04.7%

Reviewers' Industry

 
Retail
57.1%
Information Technology and Services
41.3%
 
Outsourcing/Offshoring
81.3%
Computer Software
74.5%
 
Information Technology and Services
74.4%
Telecommunications
5.4%
 
Telecommunications
3.1%
Internet
5.4%
 
Insurance
0.8%
Marketing and Advertising
0.3%
 
Other
64.3%
Other
51.6%
KANA Enterprise
Retail
63.7%
Outsourcing/Offshoring
01.1%
Information Technology and Services
25.5%
Telecommunications
1.6%
Insurance
3.2%
Other
24.1%
Kayako
Information Technology and Services
82.2%
Computer Software
57.0%
Telecommunications
8.2%
Internet
6.0%
Marketing and Advertising
1.1%
Other
72.1%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Administrator in Outsourcing/Offshoring

It is user friendly for the agent as well as management.

Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

Most Helpful Critical Review
Most Helpful Critical Review
Consultant in Financial Services

The collation of data can involve as many as 46 different pages, which makes it hard to view everything at once.

Consultant in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

 
KANA Enterprise
Most Helpful Favorable Review
Administrator in Outsourcing/Offshoring

It is user friendly for the agent as well as management.

Most Helpful Critical Review
Consultant in Financial Services

The collation of data can involve as many as 67 different pages, which makes it hard to view everything at once.

Kayako
Most Helpful Favorable Review
Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

Most Helpful Critical Review
Consultant in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Screenshots

  No screenshots provided
4 of 8
8 of 5
8 of 4
8 of 8
6 of 7
1 of 5
KANA Enterprise
No screenshots provided

Videos

  No videos provided

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

KANA Enterprise
No videos provided
Kayako

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

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