LiveAgent vs Kayako (2024 Comparison)
LiveAgent offers a comprehensive suite of customer support tools, including a robust ticketing system and advanced automation features. Its excellent customer support and competitive pricing make it a top choice for businesses.
- Comprehensive ticketing system
- Advanced automation tools
- Excellent customer support
- Complex feature set
- Requires training for new users
Free plan?
YesStarting price
$15 per month per user
Kayako provides an intuitive interface and strong customer journey tracking, making it ideal for businesses focused on personalized support. Its real-time collaboration features enhance team efficiency and customer satisfaction.
- Intuitive interface
- Strong customer journey tracking
- Real-time collaboration
- Limited call center features
- Higher pricing
Free plan?
YesStarting price
$39 per month per userWhat is LiveAgent?
LiveAgent is a comprehensive help desk software that streamlines customer support operations. It offers a unified platform for managing emails, live chats, calls, and social media interactions. With its robust ticketing system, LiveAgent ensures that no customer query goes unanswered, enhancing customer satisfaction. The software's automation features save time by routing tickets to the right agents and providing canned responses for common queries. For businesses aiming to improve their customer service efficiency, LiveAgent is a reliable choice that integrates seamlessly with various CRM and e-commerce platforms.
What is Kayako?
Kayako is a customer service software designed to enhance customer support experiences. It provides a unified inbox for managing customer interactions across multiple channels, including email, live chat, and social media. Kayako's intuitive interface and powerful automation tools help support teams respond faster and more effectively. With features like customer journey tracking and real-time collaboration, Kayako enables businesses to deliver personalized support. It's an ideal solution for companies looking to improve their customer engagement and streamline support processes.
Pros and Cons of LiveAgent vs Kayako
Pros & Cons of LiveAgent
- LiveAgent's ticketing system is designed to handle a high volume of customer queries efficiently. It organizes tickets based on priority and automates routine tasks, ensuring that support teams can focus on resolving complex issues.
- The automation tools in LiveAgent streamline support processes by routing tickets to the appropriate agents and providing canned responses for common queries. This reduces response times and improves overall efficiency.
- LiveAgent is known for its outstanding customer support, offering 24/7 assistance and a comprehensive knowledge base. This ensures that users can quickly resolve any issues they encounter while using the software.
- LiveAgent offers a wide range of features, which can be overwhelming for new users. While the software is powerful, it may require additional training to fully utilize its capabilities.
- Due to its comprehensive feature set, LiveAgent may require new users to undergo training to become proficient in using the software. This can be a barrier for businesses looking for a quick setup.
Pros & Cons of Kayako
- Kayako's user-friendly interface makes it easy for support teams to manage customer interactions across multiple channels. Its design reduces the learning curve, allowing teams to quickly adapt to the software.
- Kayako excels in customer journey tracking, providing detailed insights into customer interactions. This feature helps support teams deliver personalized service and improve customer satisfaction.
- Kayako's real-time collaboration features enable support teams to work together efficiently, sharing information and resolving issues faster. This is particularly beneficial for larger teams handling complex queries.
- Kayako's call center capabilities are more limited compared to other solutions. While it offers basic call management, it lacks advanced features like call routing and IVR, which may be necessary for some businesses.
- Kayako's pricing is higher compared to some competitors, which may be a consideration for businesses with budget constraints. However, its advanced features may justify the cost for some organizations.
LiveAgent vs Kayako: At A Glance
LiveAgent vs Kayako: A Detailed Breakdown of Key Features
Ticketing System
LiveAgent's ticketing system is robust and efficient, allowing you to manage customer queries seamlessly. It automatically organizes tickets based on priority, ensuring that urgent issues are addressed promptly. Kayako also offers a strong ticketing system, but LiveAgent's automation features give it an edge. If you need a reliable ticketing system with advanced automation, LiveAgent is the better choice.
Live Chat
LiveAgent provides a powerful live chat feature that enables real-time communication with customers. Its customizable chat widgets and proactive chat invitations enhance customer engagement. Kayako's live chat is also effective, but LiveAgent's additional customization options make it more versatile. If live chat is a critical component of your support strategy, LiveAgent is the superior option.
Call Center
LiveAgent's call center capabilities are comprehensive, offering features like call routing, recording, and IVR. It integrates seamlessly with other communication channels, providing a unified support experience. Kayako's call center features are more limited, focusing primarily on basic call management. If you require advanced call center functionality, LiveAgent is the better choice.
Customer Journey Tracking
Kayako excels in customer journey tracking, providing detailed insights into customer interactions across multiple channels. This feature helps support teams deliver personalized service and improve customer satisfaction. LiveAgent offers basic journey tracking, but Kayako's advanced capabilities make it the better choice for businesses focused on customer experience.
Real-Time Collaboration
Kayako's real-time collaboration features enable support teams to work together efficiently, sharing information and resolving issues faster. This is particularly beneficial for larger teams handling complex queries. LiveAgent offers collaboration tools, but Kayako's focus on real-time interaction gives it an advantage. If collaboration is key to your support strategy, Kayako is the superior option.
Automation Tools
LiveAgent's automation tools streamline support processes by automating repetitive tasks and routing tickets to the right agents. This improves efficiency and reduces response times. Kayako also offers automation features, but LiveAgent's comprehensive approach makes it more effective. If automation is a priority for your support team, LiveAgent is the better choice.
Pricing Comparison of LiveAgent and Kayako
We’ve compiled the pricing tables and highlighted the key features of both LiveAgent and Kayako to aid in your decision-making process. Let’s explore what each platform has to offer.
LiveAgent Pricing Plans
- Includes live chat for real-time customer interaction and support.
- Access to a knowledge base for self-service and information sharing.
- Customer portal for easy access to support and resources.
- Automation rules to streamline repetitive tasks and improve efficiency.
- Time rules and reports for better management and insights.
- Proactive chat invitations to engage customers effectively.
- Agent ratings to monitor and improve service quality.
- AI Answer Assistant for automated responses and support.
- Time tracking and audit log for detailed activity monitoring.
- Integration with social media platforms like Facebook and Instagram.
- WhatsApp support for direct customer communication.
- Comprehensive service levels (SLA) for guaranteed service quality.
- Priority support for faster issue resolution and assistance.
- Assisted channels integration for seamless communication.
- Branding free for a customized and professional appearance.
- Scheduled release management for planned updates and improvements.
Kayako Pricing Plans
- Unlimited AI suggested responses to enhance support efficiency.
- Automated customer support journey initiation with AI.
- Annual billing for cost-effective pricing.
- 14-day free trial to explore features before commitment.
- Self-learning mode with 100 tickets/month for adaptive support.
- Multiple chatbots & customer channels for diverse interactions.
- API access for seamless integration with other tools.
- Integrations with various platforms for enhanced functionality.
- Ticket summaries for quick overview and insights.
- Ticket responses co-pilot for enhanced response accuracy.
- Audio file transcriptions for better accessibility.
- Multilingual content for global customer support.
Our Rating Methodology
We thoroughly evaluate each customer support software, focusing on key aspects like functionality, ease of use, and customer support. By analyzing user reviews and conducting hands-on testing, we ensure our recommendations are reliable. Each factor is weighted by importance to deliver an accurate final rating, helping you make informed decisions.
LiveAgent or Kayako: Which One Matches Your Business Needs?
Choose LiveAgent If You Need ...
- Comprehensive support solution
If you need a comprehensive support solution with a robust ticketing system and advanced automation tools, LiveAgent is the ideal choice. Its wide range of features and excellent customer support make it suitable for businesses of all sizes.
- Advanced automation capabilities
If you are looking for advanced automation capabilities to streamline your support processes, LiveAgent is the better option. Its automation tools reduce response times and improve efficiency, making it a valuable asset for support teams.
Choose Kayako If You Need ...
- Focus on customer experience
If you are focused on enhancing customer experience through detailed journey tracking and personalized support, Kayako is the superior choice. Its strong customer journey tracking and real-time collaboration features make it ideal for businesses prioritizing customer engagement.
- User-friendly interface
If you prefer a user-friendly interface that reduces the learning curve for support teams, Kayako is the better option. Its intuitive design allows teams to quickly adapt to the software, improving overall efficiency and customer satisfaction.
Frequently Asked Questions
Which tool offers better automation features?
Is Kayako suitable for large support teams?
Which tool provides better customer support?
Does LiveAgent offer call center features?
Which tool is more cost-effective?
Is Kayako easy to use?
Martin Lunendonk
Martin Lunendonk is a senior tech writer specializing in website builders, web hosting, and ecommerce platforms. With a background in finance, accounting, and philosophy, he has founded multiple tech startups and worked in medium to large tech companies and investment banking, bringing deep expertise and reliable insights to his software reviews.
