Compare Kayako and Oracle Service Cloud (formerly RightNow) 
At a Glance
Market Segments
Small-Business (55.1% of reviews)
Enterprise (57.7% of reviews)
Entry-Level Pricing
$15/agent/month
No pricing available
Kayako
Star Rating
(225)4.0 out of 5
Market Segments
Small-Business (55.1% of reviews)
Pros & Cons
Entry-Level Pricing
$15/agent/month
Browse all 3 pricing plansOracle Service Cloud (formerly RightNow)
Star Rating
(134)3.9 out of 5
Market Segments
Enterprise (57.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Oracle Service Cloud (formerly RightNow)Kayako vs Oracle Service Cloud (formerly RightNow)
When assessing the two solutions, reviewers found Kayako easier to use, set up, and administer. Reviewers also preferred doing business with Kayako overall.
- Reviewers felt that Oracle Service Cloud (formerly RightNow) meets the needs of their business better than Kayako.
- When comparing quality of ongoing product support, reviewers felt that Kayako is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Kayako over Oracle Service Cloud (formerly RightNow).
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
Oracle Service Cloud (formerly RightNow)
No pricing availableFree Trial
Kayako
Free Trial is available
Oracle Service Cloud (formerly RightNow)
No trial information availableRatings
Meets Requirements
8.1
203
8.3
94
Ease of Use
8.4
202
7.9
93
Ease of Setup
8.0
135
6.8
66
Ease of Admin
8.0
132
7.3
67
Quality of Support
8.0
189
7.4
87
Has the product been a good partner in doing business?
8.3
131
7.5
65
Product Direction (% positive)
7.1
200
6.6
90
Features by Category
Ticket and Case Management
8.7
155
|
Verified
8.8
31
|
Verified
8.5
156
|
Verified
8.4
31
|
Verified
8.1
148
|
Verified
8.2
30
|
Verified
8.3
143
|
Verified
8.7
29
|
Verified
8.0
129
|
Verified
7.6
29
7.6
146
|
Verified
8.3
29
8.5
147
|
Verified
8.8
30
7.8
56
8.1
27
|
Verified
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.4
131
|
Verified
8.6
29
|
Verified
8.7
143
|
Verified
8.9
29
|
Verified
8.3
105
|
Verified
8.3
28
|
Verified
7.3
57
|
Verified
7.0
16
Feature Not Available
8.3
19
Platform
7.7
83
|
Verified
8.2
10
|
Verified
7.9
115
|
Verified
8.0
41
|
Verified
8.2
102
|
Verified
8.0
23
|
Verified
7.9
65
|
Verified
7.7
20
|
Verified
7.4
132
|
Verified
7.6
29
|
Verified
7.7
128
|
Verified
7.6
29
|
Verified
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
8.5
40
|
Verified
8.5
30
|
Verified
8.8
39
|
Verified
8.1
30
|
Verified
8.1
34
|
Verified
8.8
22
|
Verified
8.8
29
|
Verified
8.4
15
|
Verified
Not enough data
Not enough data
Internal Use
7.9
115
|
Verified
8.0
41
|
Verified
8.7
37
|
Verified
8.7
29
|
Verified
8.1
31
|
Verified
7.9
16
8.7
41
|
Verified
8.0
32
|
Verified
8.6
37
|
Verified
8.4
23
|
Verified
8.5
39
|
Verified
8.1
32
|
Verified
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.6
48
8.3
43
8.7
49
8.0
40
8.5
39
7.8
24
7.1
8
Not enough data
6.9
8
Not enough data
Self-Service Platform
6.9
8
Not enough data
7.5
8
Not enough data
8.5
8
Not enough data
7.3
8
Not enough data
Agentic AI - Customer Self-Service
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
Process
Not enough data
7.7(won by default)
11
Not enough data
8.2(won by default)
14
Not enough data
8.0(won by default)
10
Channels
Not enough data
8.2(won by default)
16
Not enough data
7.4(won by default)
13
Not enough data
8.7(won by default)
13
Not enough data
7.8(won by default)
15
Not enough data
8.8(won by default)
10
Insight
Not enough data
8.1(won by default)
14
Not enough data
8.7(won by default)
15
Not enough data
7.9(won by default)
14
Not enough data
8.4(won by default)
15
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Kayako and Oracle Service Cloud (formerly RightNow) are categorized as Live Chat, Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Unique Categories
Kayako is categorized as Shared Inbox
Oracle Service Cloud (formerly RightNow) is categorized as Social Customer Service
Reviews
Reviewers' Company Size
Kayako
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Oracle Service Cloud (formerly RightNow)
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
26.4%
Computer Software
15.0%
Telecommunications
5.9%
Internet
4.5%
Marketing and Advertising
4.1%
Other
44.1%
Information Technology and Services
14.2%
Retail
14.2%
Computer Software
7.1%
Financial Services
4.4%
Education Management
3.5%
Other
56.6%
Alternatives
Discussions
Does Kayako offer an API?
2 Comments
Official Response from Kayako
Yes. Visit us at https://developer.kayako.com/ for more information.Read more
What integrations does Kayako support?
2 Comments
Official Response from Kayako
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+...Read more
had any one used reporting with kayako
2 Comments
YK
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...Read more
Oracle Service Cloud (formerly RightNow) has no discussions with answers
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
Your software and services insights are valuable.
Your peers come to G2 to get an inside look at and other business solutions. Adding perspective on will help others pick the right solution based on real user experience.
