Compare Kayako, UseResponse, and Help Scout

Pricing

 
Inbox
$15
/agent/month
Enterprise Package
$3000+
per solution
Plus
$27
user/month
 
Growth
$30
/agent/month
Self-Hosted
$899
one-time fee
Basic
$8
user/month
 
Scale
$60
/agent/month
Cloud
$15
per agent, per month
Standard
$15
user/month
 
Free Trial
Free Trial Unavailable
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
Help Scout
Plus
$27user/month
Basic
$8user/month
Standard
$15user/month
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.1
9.1
8.5
Ease of Use
Ease of Use
8.4
9.2
9.2
Ease of Setup
Ease of Setup
8.0
9.4
8.8
Ease of Admin
Ease of Admin
8.1
9.4
8.8
Quality of Support
Quality of Support
8.2
9.8
8.8
Ease of Doing Business With
Ease of Doing Business With
8.4
9.9
8.9
Product Direction (% positive)
Product Direction (% positive)
7.3
10.0
7.8
Meets Requirements
Kayako
8.1
UseResponse
9.1
Help Scout
8.5
Ease of Use
Kayako
8.4
UseResponse
9.2
Help Scout
9.2
Ease of Setup
Kayako
8.0
UseResponse
9.4
Help Scout
8.8
Ease of Admin
Kayako
8.1
UseResponse
9.4
Help Scout
8.8
Quality of Support
Kayako
8.2
UseResponse
9.8
Help Scout
8.8
Ease of Doing Business With
Kayako
8.4
UseResponse
9.9
Help Scout
8.9
Product Direction (% positive)
Kayako
7.3
UseResponse
10.0
Help Scout
7.8

Features

Ticket and Case Management
Ticket creation user experience
Kayako
8.7
UseResponse
9.5
Help Scout
9.1
Ticket response user experience
Kayako
8.5
UseResponse
9.4
Help Scout
9.3
Workflow
Kayako
8.1
UseResponse
9.4
Help Scout
8.3
Response Automation
Kayako
8.3
UseResponse
9.7
Help Scout
8.4
SLA Management
Kayako
7.9
UseResponse
Not enough data available
Help Scout
Not enough data available
Attachments/Screencasts
Kayako
7.5
UseResponse
9.5
Help Scout
8.5
Ticket Collaboration
Kayako
8.5
UseResponse
9.4
Help Scout
8.8
Knowledge Share
Knowledge Base
Kayako
8.7
UseResponse
Not enough data available
Help Scout
8.7
Searchable Articles
Kayako
9.0
UseResponse
9.4
Help Scout
8.0
Community Forums
Kayako
8.5
UseResponse
Not enough data available
Help Scout
8.4
Interactive FAQs & Forums
Kayako
8.8
UseResponse
Not enough data available
Help Scout
8.1
Interaction
Web Portals
Kayako
8.9
UseResponse
9.2
Help Scout
8.8
Forum to Reponse
Kayako
8.3
UseResponse
Not enough data available
Help Scout
8.2
Tickets and Tagging
Kayako
9.1
UseResponse
9.2
Help Scout
8.7
Live Chat
Kayako
8.9
UseResponse
Not enough data available
Help Scout
6.7
Communication Channels
Customer Portal
Kayako
8.4
UseResponse
9.7
Help Scout
9.0
Email to Case
Kayako
8.7
UseResponse
9.4
Help Scout
9.3
Chat/Live Support
Kayako
8.2
UseResponse
9.4
Help Scout
7.0
Social Integration
Kayako
7.2
UseResponse
8.6
Help Scout
8.1
Call Center
Make, Receive, and Record Calls
Kayako
7.0
UseResponse
Not enough data available
Help Scout
Not enough data available
Customer and Contacts Database
Kayako
7.6
UseResponse
9.0
Help Scout
7.7
Products and Version Tracking
Kayako
6.9
UseResponse
Not enough data available
Help Scout
Not enough data available
Call Scripting
Kayako
6.7
UseResponse
Not enough data available
Help Scout
Not enough data available
Interactive Voice Response (IVR)
Kayako
6.7
UseResponse
Not enough data available
Help Scout
Not enough data available
Self Service/Community
Forums
Kayako
7.7
UseResponse
8.7
Help Scout
Not enough data available
Knowledge Base
Kayako
8.0
UseResponse
9.3
Help Scout
8.4
Ideas/Feedback
Kayako
7.2
UseResponse
8.9
Help Scout
9.2
Q&A
Kayako
7.9
UseResponse
9.5
Help Scout
9.7
Reporting & Analytics
Social Monitoring
Kayako
7.0
UseResponse
Not enough data available
Help Scout
Not enough data available
Reporting
Kayako
7.3
UseResponse
8.5
Help Scout
8.1
Dashboards
Kayako
7.7
UseResponse
8.5
Help Scout
8.3
Platform
Mobile User Support
Kayako
7.7
UseResponse
9.4
Help Scout
Not enough data available
ITIL Compliance
Kayako
7.8
UseResponse
8.6
Help Scout
Not enough data available
Customization
Kayako
7.9
UseResponse
9.2
Help Scout
7.6
User, Role, and Access Management
Kayako
8.2
UseResponse
9.4
Help Scout
8.5
Internationalization
Kayako
8.0
UseResponse
9.8
Help Scout
8.2
Performance & Reliability
Kayako
8.6
UseResponse
8.8
Help Scout
9.4
Integration APIs
Kayako
8.0
UseResponse
8.6
Help Scout
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
54.1%
38.9%
54.4%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
35.4%
50.0%
39.5%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.5%
11.1%
6.1%
Kayako
Small-Business
54.1%
Mid-Market
35.4%
Enterprise
10.5%
UseResponse
Small-Business
38.9%
Mid-Market
50.0%
Enterprise
11.1%
Help Scout
Small-Business
54.4%
Mid-Market
39.5%
Enterprise
6.1%

Reviewers' Industry

 
Information Technology and Services
24.8%
Information Technology and Services
26.1%
Computer Software
22.5%
 
Computer Software
17.6%
Computer Software
13.0%
Internet
17.1%
 
Telecommunications
6.8%
Semiconductors
8.7%
Information Technology and Services
8.0%
 
Internet
5.4%
Internet
8.7%
Marketing and Advertising
5.9%
 
Marketing and Advertising
3.6%
Higher Education
8.7%
Real Estate
4.8%
 
Other
41.9%
Other
34.8%
Other
41.7%
Kayako
Information Technology and Services
24.8%
Computer Software
17.6%
Telecommunications
6.8%
Internet
5.4%
Marketing and Advertising
3.6%
Other
41.9%
UseResponse
Information Technology and Services
26.1%
Computer Software
13.0%
Semiconductors
8.7%
Internet
8.7%
Higher Education
8.7%
Other
34.8%
Help Scout
Computer Software
22.5%
Internet
17.1%
Information Technology and Services
8.0%
Marketing and Advertising
5.9%
Real Estate
4.8%
Other
41.7%

Reviews

Most Helpful Favorable Review
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...

Jens H.
Administrator in Financial Services

We were looking for a solution for brainstorming sessions and a manual. We have encountered UseResponse. In this application is simply thought of everything. The operation is so simple, our employees have every day enjoyment with the portal

Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

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

Resource management is not sufficient, support is quite poor.

Darren D.
User

Using the full extent of UseResponse capabilities may take some time. Sometimes I feel that UseResponse almost makes it too easy for customers to connect and file complaints. It can put more of a work load on our staff, but I can't really complain about...

G2 User in Consumer Goods

Assigning emails gets tricky as well as trying to upload documents or premenant links. Unable to attatch videos directly

 
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
G2 User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

UseResponse
Most Helpful Favorable Review
Jens H.
Administrator in Financial Services

We were looking for a solution for brainstorming sessions and a manual. We have encountered UseResponse. In this application is simply thought of everything. The operation is so simple, our employees have every day enjoyment with the portal

Most Helpful Critical Review
Darren D.
User

Using the full extent of UseResponse capabilities may take some time. Sometimes I feel that UseResponse almost makes it too easy for customers to connect and file complaints. It can put more of a work load on our staff, but I can't really complain about...

Help Scout
Most Helpful Favorable Review
Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Most Helpful Critical Review
G2 User in Consumer Goods

Assigning emails gets tricky as well as trying to upload documents or premenant links. Unable to attatch videos directly

Screenshots

 
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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.

No videos providedNo 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.

UseResponse
No videos provided
Help Scout
No videos provided

Downloads

 No downloads providedNo downloads provided
UseResponse
No downloads provided
Help Scout
No downloads provided
Ask Kayako a QuestionContact KayakoAsk UseResponse a QuestionContact UseResponseAsk Help Scout a QuestionContact Help Scout