Compare Kayako vs UseResponse

See this
comparison of Kayako vs. UseResponse
based on data from user reviews. Kayako rates 4.1/5 stars with 193 reviews. UseResponse rates 4.8/5 stars with 18 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Inbox
$15
/agent/month
Enterprise Package
$3000+
per solution
 
Growth
$30
/agent/month
Self-Hosted
$899
one-time fee
 
Scale
$60
/agent/month
Cloud
$15
per agent, per month
 
Free Trial
Free Trial Unavailable
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial
UseResponse
Enterprise Package
$3000+per solution
Self-Hosted
$899one-time fee
Cloud
$15per agent, per month
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.1
9.1
Ease of Use
Ease of Use
8.5
9.2
Ease of Setup
Ease of Setup
8.0
9.2
Ease of Admin
Ease of Admin
8.1
9.4
Quality of Support
Quality of Support
8.2
9.8
Ease of Doing Business With
Ease of Doing Business With
8.4
9.9
Product Direction (% positive)
Product Direction (% positive)
7.3
10.0
Meets Requirements
Kayako
8.1
UseResponse
9.1
Ease of Use
Kayako
8.5
UseResponse
9.2
Ease of Setup
Kayako
8.0
UseResponse
9.2
Ease of Admin
Kayako
8.1
UseResponse
9.4
Quality of Support
Kayako
8.2
UseResponse
9.8
Ease of Doing Business With
Kayako
8.4
UseResponse
9.9
Product Direction (% positive)
Kayako
7.3
UseResponse
10.0

Features

Ticket and Case Management
Ticket creation user experience
Kayako
8.7
UseResponse
9.5
Ticket response user experience
Kayako
8.5
UseResponse
9.2
Workflow
Kayako
8.1
UseResponse
9.4
Response Automation
Kayako
8.4
UseResponse
9.7
SLA Management
Kayako
8.0
UseResponse
Not enough data available
Attachments/Screencasts
Kayako
7.5
UseResponse
9.5
Ticket Collaboration
Kayako
8.5
UseResponse
9.4
Knowledge Share
Knowledge Base
Kayako
8.6
UseResponse
Not enough data available
Searchable Articles
Kayako
9.1
UseResponse
9.2
Community Forums
Kayako
8.6
UseResponse
Not enough data available
Interactive FAQs & Forums
Kayako
8.7
UseResponse
Not enough data available
Communication
Pop-up Chat
Kayako
8.5
UseResponse
Not enough data available
Notifications
Kayako
8.6
UseResponse
Not enough data available
Targeted Emails
Kayako
8.3
UseResponse
Not enough data available
In-App Messaging
Kayako
8.7
UseResponse
Not enough data available
Interaction
Web Portals
Kayako
8.8
UseResponse
9.2
Forum to Reponse
Kayako
8.3
UseResponse
Not enough data available
Tickets and Tagging
Kayako
9.0
UseResponse
8.9
Live Chat
Kayako
8.9
UseResponse
Not enough data available
Internal Use
Customization
Kayako
7.9
UseResponse
9.2
Conversation Archiving
Kayako
8.7
UseResponse
Not enough data available
Lead Development
Kayako
8.3
UseResponse
Not enough data available
Knowledge Base
Kayako
8.5
UseResponse
Not enough data available
Team Inbox
Kayako
8.5
UseResponse
Not enough data available
Customer Profiles
Kayako
8.4
UseResponse
Not enough data available
Communication Channels
Customer Portal
Kayako
8.4
UseResponse
9.7
Email to Case
Kayako
8.7
UseResponse
9.2
Chat/Live Support
Kayako
8.3
UseResponse
9.4
Social Integration
Kayako
7.4
UseResponse
8.6
Call Center
Make, Receive, and Record Calls
Kayako
7.0
UseResponse
Not enough data available
Customer and Contacts Database
Kayako
7.6
UseResponse
9.0
Products and Version Tracking
Kayako
6.9
UseResponse
Not enough data available
Call Scripting
Kayako
6.7
UseResponse
Not enough data available
Interactive Voice Response (IVR)
Kayako
6.7
UseResponse
Not enough data available
Self Service/Community
Forums
Kayako
7.7
UseResponse
8.7
Knowledge Base
Kayako
8.0
UseResponse
9.3
Ideas/Feedback
Kayako
7.2
UseResponse
8.8
Q&A
Kayako
8.0
UseResponse
9.5
Reporting & Analytics
Social Monitoring
Kayako
7.2
UseResponse
Not enough data available
Reporting
Kayako
7.4
UseResponse
8.5
Dashboards
Kayako
7.8
UseResponse
8.5
Platform
Mobile User Support
Kayako
7.7
UseResponse
9.3
ITIL Compliance
Kayako
7.7
UseResponse
8.6
Customization
Kayako
7.9
UseResponse
9.2
User, Role, and Access Management
Kayako
8.2
UseResponse
9.4
Internationalization
Kayako
8.0
UseResponse
9.8
Performance & Reliability
Kayako
8.6
UseResponse
8.8
Integration APIs
Kayako
8.0
UseResponse
8.6

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
55.0%
44.4%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
33.9%
44.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
11.1%
11.1%
Kayako
Small-Business
55.0%
Mid-Market
33.9%
Enterprise
11.1%
UseResponse
Small-Business
44.4%
Mid-Market
44.4%
Enterprise
11.1%

Reviewers' Industry

 
Information Technology and Services
26.9%
Information Technology and Services
22.2%
 
Computer Software
16.1%
Financial Services
11.1%
 
Telecommunications
5.7%
Computer Software
11.1%
 
Internet
4.7%
Shipbuilding
5.6%
 
Marketing and Advertising
3.6%
Semiconductors
5.6%
 
Other
43.0%
Other
44.4%
Kayako
Information Technology and Services
26.9%
Computer Software
16.1%
Telecommunications
5.7%
Internet
4.7%
Marketing and Advertising
3.6%
Other
43.0%
UseResponse
Information Technology and Services
22.2%
Financial Services
11.1%
Computer Software
11.1%
Shipbuilding
5.6%
Semiconductors
5.6%
Other
44.4%

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!

Michael S.
Administrator in Internet

Specifically the inline help. Generically I'd say their own customer support which is highly responsive, very technically helpful, and very personalized.

Most Helpful Critical Review
Most Helpful Critical Review
Consultant in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

User

Some functionality we wanted hasn't been implemented.

 
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
Consultant in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

UseResponse
Most Helpful Favorable Review
Michael S.
Administrator in Internet

Specifically the inline help. Generically I'd say their own customer support which is highly responsive, very technically helpful, and very personalized.

Most Helpful Critical Review
User

Some functionality we wanted hasn't been implemented.

Screenshots

 
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