Compare Kayako and Kustomer 
At a Glance
Market Segments
Small-Business (55.6% of reviews)
Mid-Market (66.0% of reviews)
Entry-Level Pricing
$15/agent/month
Starting at $89.00 1 User Per Month
Kayako
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 plansKustomer
Star Rating
(512)4.5 out of 5
Market Segments
Mid-Market (66.0% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Kustomer excels in user experience, with a user-friendly interface that centralizes customer information effectively. Users appreciate how easy it is to find necessary data, which enhances daily operations and supports seamless integration with other applications like Shopify.
- Users say that Kayako's AI capabilities are a standout feature, providing contextual suggestions that help support agents respond to tickets more efficiently. This has significantly reduced the volume of repetitive inquiries, allowing teams to focus on more complex issues.
- According to verified reviews, Kustomer's implementation process is praised for its simplicity, making it easy for teams to get up and running quickly. Users highlight the professional customer support that accompanies the setup, ensuring a smooth transition.
- Reviewers mention that while Kayako offers strong automation features, it sometimes struggles with customization to fit specific workflows. Users have noted challenges in configuring the system to meet their unique needs, which can hinder overall satisfaction.
- G2 reviewers highlight that Kustomer's quality of support is notably higher, with a score reflecting its responsiveness and helpfulness. Users frequently commend the support team for their professionalism and effectiveness in resolving issues.
- Users report that Kayako's ticket management features, such as AI-driven suggestions and self-learning capabilities, are beneficial for reducing repetitive tasks. However, some users feel that Kustomer's overall feature set, including advanced reporting and customer profiles, provides a more comprehensive solution for mid-market businesses.
Pricing
Entry-Level Pricing
Kayako
Inbox
$15
/agent/month
A shared email, chat, and social inbox for small teams
- Email, chat and social
- Assignment rules
- Insights
Kustomer
Enterprise
Starting at $89.00
1 User Per Month
Essential CX tools for growing teams—
powerful, affordable, and built to scale
- Conversational Timeline
- Tasks and Automations
- Data & File Storage
Free Trial
Kayako
Free Trial is available
Kustomer
No trial information availableRatings
Meets Requirements
8.1
202
8.9
387
Ease of Use
8.4
200
8.8
402
Ease of Setup
8.0
133
8.6
212
Ease of Admin
8.0
132
8.1
152
Quality of Support
8.0
188
9.0
369
Has the product been a good partner in doing business?
8.3
131
8.8
148
Product Direction (% positive)
7.1
199
8.8
377
Features by Category
Ticket and Case Management
8.7
155
|
Verified
9.2
184
|
Verified
8.5
154
|
Verified
9.1
188
|
Verified
8.1
148
|
Verified
8.9
192
|
Verified
8.3
141
|
Verified
8.9
184
|
Verified
8.0
129
|
Verified
8.9
163
|
Verified
7.6
145
|
Verified
8.9
182
|
Verified
8.5
147
|
Verified
9.2
182
|
Verified
7.8
56
9.1
183
|
Verified
Generative AI
Not enough data
7.9
49
Not enough data
8.4
49
Agentic AI - Help Desk
Not enough data
7.8
43
Not enough data
7.9
43
Not enough data
8.1
43
Communication Channels
8.4
131
|
Verified
8.9
165
|
Verified
8.7
143
|
Verified
9.3
190
|
Verified
8.3
105
|
Verified
9.1
165
|
Verified
7.4
56
|
Verified
8.5
163
|
Verified
Feature Not Available
8.7
152
Platform
7.7
83
|
Verified
8.0
82
7.9
115
|
Verified
8.7
169
|
Verified
8.2
102
|
Verified
9.2
124
|
Verified
7.9
65
|
Verified
8.9
120
|
Verified
7.4
132
|
Verified
8.4
157
|
Verified
7.7
128
|
Verified
8.5
156
|
Verified
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
Not enough data
9.0
185
Not enough data
9.1
180
Not enough data
9.1
166
Not enough data
8.9
86
Support Automation
Not enough data
9.0
162
Not enough data
9.0
177
Not enough data
9.3
156
Not enough data
8.6
89
Generative AI
Not enough data
8.3
54
Not enough data
8.4
54
Generative AI
Not enough data
7.3
43
Not enough data
7.5
43
Not enough data
6.9
42
Communication
8.5
40
|
Verified
8.9
156
|
Verified
8.8
39
|
Verified
8.9
174
|
Verified
8.1
34
|
Verified
9.0
144
|
Verified
8.8
29
|
Verified
8.8
134
|
Verified
Not enough data
8.1
84
Internal Use
7.9
115
|
Verified
8.7
169
|
Verified
8.7
37
|
Verified
9.1
153
|
Verified
8.1
31
|
Verified
8.2
90
8.7
41
|
Verified
8.8
152
|
Verified
8.6
37
|
Verified
9.0
157
|
Verified
8.5
39
|
Verified
9.0
174
|
Verified
Generative AI
Not enough data
8.3
33
Self-Service Experience
8.6
48
8.9
89
8.7
49
8.7
86
8.5
39
8.6
67
7.1
8
8.3
50
6.9
8
8.6
54
Self-Service Platform
6.9
8
9.0
58
7.5
8
8.9
58
8.5
8
8.5
52
7.3
8
9.0
56
Agentic AI - Customer Self-Service
Not enough data
7.8
20
Not enough data
8.3
20
Not enough data
8.4
20
Not enough data
8.3
20
Not enough data
8.3
20
Not enough data
8.4
20
Not enough data
8.3
19
Generative AI
Not enough data
8.2(won by default)
23
Not enough data
8.3(won by default)
23
Process
Not enough data
8.8(won by default)
40
Not enough data
9.2(won by default)
44
Not enough data
9.4(won by default)
45
Channels
Not enough data
9.6(won by default)
45
Not enough data
9.0(won by default)
42
Not enough data
9.2(won by default)
42
Not enough data
9.1(won by default)
41
Not enough data
9.3(won by default)
41
Insight
Not enough data
9.1(won by default)
42
Not enough data
8.7(won by default)
45
Not enough data
8.4(won by default)
40
Not enough data
8.7(won by default)
43
Generative AI
Not enough data
8.0
35
Not enough data
8.3
35
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.9
7
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
8.1
7
Not enough data
7.9
7
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.3
7
Automation
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
8.8
7
Autonomy
Not enough data
8.8
7
Not enough data
9.0
7
Not enough data
8.6
7
Not enough data
8.1
7
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
Kayako and Kustomer are categorized as Live Chat, Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Unique Categories
Kayako is categorized as Shared Inbox
Kustomer is categorized as AI Customer Support Agents, AI Agent Builders, Conversational Support, Social Customer Service, and AI Agents For Business Operations
Reviews
Reviewers' Company Size
Kayako
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kustomer
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
Information Technology and Services
26.1%
Computer Software
14.7%
Telecommunications
6.0%
Internet
4.6%
Marketing and Advertising
4.1%
Other
44.5%
Consumer Services
13.2%
Retail
11.6%
Health, Wellness and Fitness
6.1%
Apparel & Fashion
5.7%
Food & Beverages
5.5%
Other
58.0%
Alternatives
Discussions
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
How can we get a ticket ID ?
1 Comment
HL
The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will...Read more
Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.
1 Comment
ED
All the conversations are in your search field and they are shown in the timeline. Read more
How can I post a note with out it closing
1 Comment
ED
You can add internal note by clicking on note and it will be visible only for the users of your company :) Read more
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