Zendesk vs. Kayako Comparison
Zendesk is a help desk that helps you host a knowledge base and answer tickets. If that’s all you want to do, great. But if you’re aiming to deliver modern, personal customer service, you’ll probably need to look elsewhere.
Kayako is an all-in-one customer service solution that’s used by thousands of businesses who, like you, want to provide a friction-free support experience to their customers. Easy-to-use and
thoughtfully designed, Kayako streamlines omnichannel customer service—building truly effortless service experiences for both customers and agents alike. Our intelligent features help you resolve tickets faster to increase agent efficiency and customer loyalty.
Below, you’ll find the top reasons why businesses choose Kayako as an alternative to Zendesk. Or, check it out for yourself with a free trial.
Provide Quick, Personalized Customer Experiences With Ease
Knowing your customer is key to delivering a personal customer experience. Unlike Zendesk, Kayako gives your agents the ability to treat each customer like an individual, not just a ticket.
Kayako SingleView™ gives your agents a complete visual timeline that includes every interaction your customer has had with your business. It’s all the context your team needs and nothing they don’t need, allowing for a truly effortless experience—not just for your customers but for your agents as well.
No need to ask additional questions. The information your team needs to respond quickly and personally is right at their fingertips.
Collaborate With Others, Both Inside And Outside Your Company, To Resolve Issues Quickly
Keep everyone on the same page with the free collaborator capability. Agents can easily engage with specialists from across the company—or with vendors and suppliers from outside the company—to resolve complex customer issues quickly.
Input from collaborators is not seen by the customer. Instead, the agent gets clarity first, selects the appropriate answer and relays it seamlessly to the customer. Input from the collaborators is then saved inside Kayako for easy application to future similar issues.
Agents and collaborators have real-time visibility into which other team members are working on a particular ticket. This helps avoid duplication of effort and reduce ticket resolution time.
“Kayako positively and profoundly impacted how we interact with our customers daily and has allowed us to build meaningful relationships with them while also providing clear, concise customer service.”
“From Day 1, we realized that Kayako shares the same passion for ‘Customer Wow’ as we do. Their tools and experience help us make this philosophy into a reality – effective, prompt, and succinct support.”
“With Kayako, it’s easy to quantify exactly how productive and efficient we really are. Our process is now quick and transparent and our customers, partners and staff are very happy with it.”
“Kayako allows us to more effectively manage, monitor and deliver customer support. The Kayako solution was easy to implement and support as well as enhancements on the product have been outstanding!”
“We’ve been extremely satisfied with Kayako. So satisfied that we’ve never even thought about what alternatives might be available.”
Save Time And Effort When Multichannel Conversations Are Connected
Unlike Zendesk, Kayako is truly an omnichannel customer service solution. With Kayako, agents can interact with customers using the customer’s preferred communication channel, be it live chat, email or social media—all from within the Kayako dashboard.
Kayako unifies all of your channels and puts all customer communication in one place so your agents can keep the conversation going, even when your customer switches from Twitter to email… and back again. In comparison, Zendesk creates separate tickets as your customer goes from email to Twitter to live chat, and forces you to use different apps.
Save time and reduce effort with Kayako’s streamlined, omnichannel solution.
Connect The Dots With Seamless Integrations
Sometimes the customer information you need is buried in your eCommerce system. Sometimes it’s in the CRM. Sometimes it’s in your shipping system, your billing system, etc. Kayako consolidates your business, bringing all customer information and activities together, with simple integrations to hundreds of popular apps and platforms.
Your agents will spend less time looking up information and more time helping customers.
Plus, you can automate the apps and systems you already use to support and serve your customers, right from Kayako.
We’re Here To Help — Whenever And However You Need Us
Everything we do is to help you get better at customer service. Whether you’re just starting out and have questions about best practices or you’re dealing with millions of customers, we’re with you every step of the way.
Stay Personal As You Grow
Manage hundreds or thousands of conversations while treating every customer as an individual, not a number.
Support Customers As A Team
Collaborate in a shared multi-channel inbox to provide faster responses and better answers, together.
Truly Understand Your Customer
Bring all your customer information and activity into one place with SingleView™, and understand your customer better than anyone else can.