Freshdesk vs Kayako: Choose a fresh solution built for modern support teams
Kayako offers a basic solution that doesn’t grow with your business. Choose Freshdesk for an all-in-one solution that helps you deliver delight at scale.
How to choose the right customer support solution
Omnichannel coverage
Built-in AI for customer service
Advanced analytics
Effortless collaboration
Extensive marketplace
Reliability at scale
5 reasons why Freshdesk wins over Kayako
A truly omnichannel customer service solution
Why Freshdesk wins
Freshdesk allows you to offer customer service on the channels of your customers’ choice. With an all-in-one solution, you can serve customers via email, messaging, social media, and phone.
Why Kayako might not be the right choice for you
Kayako’s live chat software only works on your website or app. Without third-party paid tools, you cannot engage with customers on messaging channels like WhatsApp, Instagram, and Facebook Messenger. Kayako does not offer telephony capabilities either.
Gen AI-powered customer service
Why Freshdesk wins
Freshdesk’s Freddy AI Agents can resolve up to 70% of incoming queries across channels. Freddy AI also boosts agent productivity by auto-summarizing tickets, suggesting next steps, auto-classifying and routing tickets, providing real-time coaching, and more.
Why Kayako might not be the right choice for you
Kayako does not offer chatbots that can resolve customer issues on messaging channels. Its AI is limited to ticketing, restricting its impact. For agents, Kayako just has very basic AI capabilities, such as ticket summaries and suggested responses.
Connect your preferred apps and software
Why Freshdesk wins
Integrate your software stack with Freshdesk using the Freshworks Marketplace, which offers 800+ out-of-the-box app integrations. By syncing your software with Freshdesk, you can bring in customer information and context and eliminate the swivel chair.
Why Kayako might not be the right choice for you
Kayako does not have a marketplace with apps that integrate with its software. Customers need to use Zapier to manually connect Kayako with their software stack, which creates many limitations.
Comprehensive reports for smarter decision making
Why Freshdesk wins
Freshdesk offers comprehensive reporting and analytics tools to track performance, identify key trends, make smarter decisions, and improve service. You can access all the reports in real-time and customize them to suit your needs.
Why Kayako might not be the right choice for you
Kayako's reporting capabilities are very basic, and customers must jump through many hoops to access specific data.
24x7 customer support
Why Freshdesk wins
Freshdesk offers always-on customer support, which means you can contact us 24x7, anywhere in the world.
Why Kayako might not be the right choice for you
Kayako only offers 24x5 support to its customers. When they're offline, customers cannot contact them, even for urgent issues.
Freshdesk vs Kayako
Decoding the best support solution for your growing business
Criteria
| Freshdesk
| Kayako
|
|---|---|---|
Free plan | ||
Free trial experience
| ||
Pricing
| Plans start at $29/agent /month /billed yearly
(with both ticketing and conversations)
| Plans start at $39 /agent /month /billed yearly
(ticketing only)
|
Integrations and apps
| 800+ apps on the Freshworks marketplace
| Only Zapier integration is available on the Professional plan
|
Copilot AI
| Scores of features like rephrase, summarize, solution article generator, quality coach, and more.
| Only ticket summaries and responses
|
Messaging channels | In-app, website, Facebook Messenger, Instagram, WhatsApp, and more
| In-app and website-only |
Auto-refresh inbox to show new tickets
| ||
Voice as a channel |
Trusted by 68K+ businesses worldwide
Customer testimonials
It’s easy to set up automations in Freshdesk—and the impact on our team’s efficiency is incredible.
Freshdesk has helped us install more efficient workflows and processes while still maintaining HIPAA compliance. It has been a game-changer for agents and members.
"Freddy AI Copilot has significantly enhanced our organization's operational efficiency by automating over 70% of routine customer queries. This has led to a 30% reduction in average resolution time, boosting customer satisfaction scores by 25%. Furthermore, with Freddy's predictive insights, we've improved our first contact resolution by 40%, allowing us to manage 20% more customer interactions without increasing headcount."
Other Freshdesk comparisons
Freshdesk vs. Intercom
For advanced ticketing and growth-friendly pricing, Freshdesk pulls ahead.
Freshdesk vs. Zoho Desk
Compared to Zoho Desk, Freshdesk ranks higher on ease of use and integration, advanced workflows, and collaboration tools.
Freshdesk vs. Salesforce Service Cloud
Freshdesk is a more user-friendly and affordable alternative to Salesforce.
FAQs
Which is better: Kayako or Freshdesk?
Freshdesk is an all-in-one support solution that lets you engage customers on the channels of their choice. Its advanced AI capabilities let you delight customers and agents. Kayako is a ticketing-first solution with limited AI capabilities.
What is Freshdesk Omni?
Freshdesk Omni is an all-in-one omnichannel customer service solution that combines AI-powered chatbots, conversations, and ticketing.
Does Freshdesk offer a free trial?
Yes, Freshdesk offers a 14-day free trial with access to features in the Enterprise plans.
Is Freshdesk suitable for businesses of all sizes?
Absolutely. Freshdesk is designed to scale, making it suitable for everyone - from small businesses to large enterprises. Its flexible features and versatile plans cater to the unique needs of any organization.
Try Freshdesk for free
See how to easy-to-use, AI powered solution can fuel your business.