Compare Kayako vs Salesforce Service Cloud

See this
comparison of Kayako vs. Salesforce Service Cloud
based on data from user reviews. Kayako rates 4.1/5 stars with 186 reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,614 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Inbox
$15
/agent/month
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
 
Growth
$30
/agent/month
Professional Edition
$ 75 USD
Per user/month (billed annually)
 
Scale
$60
/agent/month
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
 
Free Trial
Free Trial
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial
Salesforce Service Cloud
Service Essentials Edition
$ 25 USDPer user/month (billed annually)
Professional Edition
$ 75 USDPer user/month (billed annually)
Enterprise Edition
$ 150 USDPer user/month (billed annually)
Unlimited Edition
$ 300 USDPer user/month (billed annually)
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
8.5
Ease of Use
Ease of Use
8.4
8.1
Ease of Setup
Ease of Setup
8.0
7.6
Ease of Admin
Ease of Admin
8.1
8.0
Quality of Support
Quality of Support
8.2
8.1
Ease of Doing Business With
Ease of Doing Business With
8.4
8.4
Product Direction (% positive)
Product Direction (% positive)
7.2
7.8
Meets Requirements
Kayako
8.1
Salesforce Service Cloud
8.5
Ease of Use
Kayako
8.4
Salesforce Service Cloud
8.1
Ease of Setup
Kayako
8.0
Salesforce Service Cloud
7.6
Ease of Admin
Kayako
8.1
Salesforce Service Cloud
8.0
Quality of Support
Kayako
8.2
Salesforce Service Cloud
8.1
Ease of Doing Business With
Kayako
8.4
Salesforce Service Cloud
8.4
Product Direction (% positive)
Kayako
7.2
Salesforce Service Cloud
7.8

Features

Ticket and Case Management
Ticket creation user experience
Kayako
8.7
Salesforce Service Cloud
8.3
Ticket response user experience
Kayako
8.5
Salesforce Service Cloud
8.2
Workflow
Kayako
8.1
Salesforce Service Cloud
8.1
Response Automation
Kayako
8.4
Salesforce Service Cloud
8.1
SLA Management
Kayako
7.9
Salesforce Service Cloud
8.0
Attachments/Screencasts
Kayako
7.5
Salesforce Service Cloud
7.7
Ticket Collaboration
Kayako
8.5
Salesforce Service Cloud
8.1
Knowledge Share
Knowledge Base
Kayako
8.7
Salesforce Service Cloud
8.6
Searchable Articles
Kayako
9.1
Salesforce Service Cloud
8.3
Community Forums
Kayako
8.4
Salesforce Service Cloud
8.3
Interactive FAQs & Forums
Kayako
8.8
Salesforce Service Cloud
8.1
Communication
Pop-up Chat
Kayako
8.5
Salesforce Service Cloud
8.6
Notifications
Kayako
8.5
Salesforce Service Cloud
8.4
Targeted Emails
Kayako
8.2
Salesforce Service Cloud
8.5
In-App Messaging
Kayako
8.6
Salesforce Service Cloud
8.7
Interaction
Web Portals
Kayako
8.9
Salesforce Service Cloud
8.4
Forum to Reponse
Kayako
8.3
Salesforce Service Cloud
8.4
Tickets and Tagging
Kayako
9.1
Salesforce Service Cloud
8.6
Live Chat
Kayako
8.9
Salesforce Service Cloud
8.3
Internal Use
Customization
Kayako
7.9
Salesforce Service Cloud
8.2
Conversation Archiving
Kayako
8.6
Salesforce Service Cloud
8.5
Lead Development
Kayako
8.1
Salesforce Service Cloud
8.4
Knowledge Base
Kayako
8.4
Salesforce Service Cloud
8.1
Team Inbox
Kayako
8.5
Salesforce Service Cloud
8.7
Customer Profiles
Kayako
8.3
Salesforce Service Cloud
8.6
Communication Channels
Customer Portal
Kayako
8.4
Salesforce Service Cloud
8.3
Email to Case
Kayako
8.7
Salesforce Service Cloud
8.5
Chat/Live Support
Kayako
8.3
Salesforce Service Cloud
8.0
Social Integration
Kayako
7.2
Salesforce Service Cloud
8.0
Call Center
Make, Receive, and Record Calls
Kayako
7.0
Salesforce Service Cloud
8.0
Customer and Contacts Database
Kayako
7.6
Salesforce Service Cloud
8.3
Products and Version Tracking
Kayako
6.9
Salesforce Service Cloud
8.1
Call Scripting
Kayako
6.7
Salesforce Service Cloud
8.0
Interactive Voice Response (IVR)
Kayako
6.7
Salesforce Service Cloud
8.0
Self Service/Community
Forums
Kayako
7.7
Salesforce Service Cloud
8.1
Knowledge Base
Kayako
8.0
Salesforce Service Cloud
8.2
Ideas/Feedback
Kayako
7.2
Salesforce Service Cloud
8.1
Q&A
Kayako
7.9
Salesforce Service Cloud
8.1
Reporting & Analytics
Social Monitoring
Kayako
7.0
Salesforce Service Cloud
8.1
Reporting
Kayako
7.3
Salesforce Service Cloud
8.0
Dashboards
Kayako
7.7
Salesforce Service Cloud
8.1
Platform
Mobile User Support
Kayako
7.7
Salesforce Service Cloud
7.8
ITIL Compliance
Kayako
7.7
Salesforce Service Cloud
8.2
Customization
Kayako
7.9
Salesforce Service Cloud
8.2
User, Role, and Access Management
Kayako
8.2
Salesforce Service Cloud
8.4
Internationalization
Kayako
7.9
Salesforce Service Cloud
8.0
Performance & Reliability
Kayako
8.6
Salesforce Service Cloud
8.2
Integration APIs
Kayako
7.9
Salesforce Service Cloud
8.1

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
54.9%
24.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
34.6%
41.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.4%
34.2%
Kayako
Small-Business
54.9%
Mid-Market
34.6%
Enterprise
10.4%
Salesforce Service Cloud
Small-Business
24.5%
Mid-Market
41.3%
Enterprise
34.2%

Reviewers' Industry

 
Information Technology and Services
27.4%
Information Technology and Services
14.1%
 
Computer Software
15.6%
Computer Software
13.9%
 
Telecommunications
5.9%
Internet
7.6%
 
Internet
4.8%
Non-Profit Organization Management
3.2%
 
Marketing and Advertising
3.2%
Hospital & Health Care
3.2%
 
Other
43.0%
Other
57.9%
Kayako
Information Technology and Services
27.4%
Computer Software
15.6%
Telecommunications
5.9%
Internet
4.8%
Marketing and Advertising
3.2%
Other
43.0%
Salesforce Service Cloud
Information Technology and Services
14.1%
Computer Software
13.9%
Internet
7.6%
Non-Profit Organization Management
3.2%
Hospital & Health Care
3.2%
Other
57.9%

Reviews

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

Easy and intuitive to navigate! Much improved reporting! Ability to easily customize screens and fields for a multitude of uses!

G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

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

Easy and intuitive to navigate! Much improved reporting! Ability to easily customize screens and fields for a multitude of uses!

Most Helpful Critical Review
G2 User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Salesforce Service Cloud
Most Helpful Favorable Review
G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

Screenshots

 
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6
1 of 4
2 of 4
3 of 4
4 of 4

Videos

 

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.

Happy customers. Let’s make them happier with Service Cloud.

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.

Salesforce Service Cloud

Happy customers. Let’s make them happier with Service Cloud.

Ask Kayako a QuestionContact KayakoAsk SF Service Cloud a QuestionContact SF Service Cloud
Add Product
Kayako
Kayako
Optimized for quick response
Salesforce Service Cloud
Salesforce Service Cloud
Optimized for quick response