Helpshift vs Kayako
Helpshift is in-app customer service for mobile apps. Best suited for mobile apps needing in-app customer support. Known for its native in-app messaging SDK for mobile apps.
Kayako is customer service software that scales with your business. Best suited for traditional businesses focused on email and phone support. Known for its comprehensive knowledge base with customer portal.
Helpshift KayakoHelpshift and Kayako serve different segments of the customer support ecosystem. Helpshift specializes in mobile-first customer support with in-app messaging and automated resolution, while Kayako offers comprehensive helpdesk functionality with traditional ticketing and knowledge management.
The choice typically depends on whether your support strategy prioritizes mobile app experiences or comprehensive multi-channel helpdesk operations.
What features does Helpshift offer?
Helpshift's feature set is built around its target customer base, a key differentiator against Kayako. It uses a usage-based pricing model starting at From $150/mo, a different approach from Kayako's usage-based structure. The features split across channel coverage, automation depth, AI tooling, and team management. Converge ($49/month flat for up to 15 agents) covers all of these in its base subscription.
What features does Kayako offer?
Kayako's feature set is built around its target customer base, a key differentiator against Helpshift. It uses a usage-based pricing model starting at From $1/mo, a different approach from Helpshift's usage-based structure. The features split across channel coverage, automation depth, AI tooling, and team management. Converge ($49/month flat for up to 15 agents) covers all of these in its base subscription.
How do Helpshift and Kayako compare on features?
Helpshift and Kayako compete in the same category but tune their feature sets for different team profiles. The material differences cluster around channel coverage, automation depth, reporting, and team management. The side-by-side below draws on aggregated G2 and Capterra reviews. A flat-rate alternative like Converge ($49/month for up to 15 agents) may sidestep the trade-off entirely.
Helpshift excels in mobile-first support with seamless in-app messaging, automated FAQ suggestions, and intelligent bot interactions. Its strength lies in reducing support volume through proactive self-service and contextual help within mobile applications.
Kayako provides comprehensive helpdesk functionality including advanced ticket management, knowledge base creation, customer satisfaction surveys, and detailed analytics. It excels at handling complex support cases with full audit trails and customizable workflows.
The fundamental difference is focus: Helpshift optimizes for mobile app support efficiency, while Kayako provides complete helpdesk infrastructure for all support channels.
How much do Helpshift and Kayako cost?
Helpshift starts at From $150/mo (usage-based); Kayako starts at From $1/mo (usage-based). Converge is $49/month flat for up to 15 agents with all channels and AI included.
Helpshift typically uses custom pricing based on monthly active users and feature requirements, making it suitable for apps with large user bases but potentially expensive for smaller operations.
Kayako offers transparent per-agent pricing starting around $15/month per agent, providing predictable costs that scale with team size rather than user volume.
Cost considerations should factor in your user base: high-volume mobile apps may find Helpshift's user-based model expensive, while traditional support teams prefer Kayako's agent-based pricing.
Helpshift Pricing
Kayako Pricing
What are Helpshift's strengths and limitations?
Helpshift's biggest strengths cluster around what reviewers consistently single out as its standout capability, which is what makes it a strong fit for mobile apps needing in-app customer support. Its limitations cluster around pricing-model fit at smaller team sizes and around channel coverage gaps relative to a messaging-first inbox. The detailed lists below come from aggregated G2 and Capterra reviews plus our own internal customer-pipeline reports — teams that are using Helpshift today as their primary inbox, plus teams that evaluated and ultimately rejected it during their selection process. Read them carefully side-by-side with Kayako's breakdown lower on this page to decide which of the two platforms fits where your team is heading next quarter — or whether a flat-rate alternative like Converge ($49/month, up to 15 agents, all channels and AI included) is a better path entirely, sidestepping both vendors.
Strengths
- Mobile-first
- Strong SDK
- In-app experience
- Good for gaming
Limitations
- Issue-based pricing caps
- Mobile-focused
- Complex integration
- No external channels
What are Kayako's strengths and limitations?
Kayako's biggest strengths cluster around what reviewers consistently single out as its standout capability, which is what makes it a strong fit for traditional businesses focused on email and phone support. Its limitations cluster around pricing-model fit at smaller team sizes and around channel coverage gaps relative to a messaging-first inbox. The detailed lists below come from aggregated G2 and Capterra reviews plus our own internal customer-pipeline reports — teams that are using Kayako today as their primary inbox, plus teams that evaluated and ultimately rejected it during their selection process. Read them carefully alongside Helpshift's breakdown earlier on this page to decide which of the two platforms fits where your team is heading next quarter — or whether a flat-rate alternative like Converge ($49/month, up to 15 agents, all channels and AI included) is a better path entirely, sidestepping both vendors.
Strengths
- No seat fees in 2026 (Kay AI pricing pivot)
- Strong knowledge base functionality
- SingleView customer journey timeline across channels
- Good reporting capabilities
Limitations
- AI resolution fees scale linearly with ticket volume
- Platform pricing beyond Kay AI is quote-only
- Limited social media integrations
- No native WhatsApp, Telegram, Discord, or Zalo support
Helpshift or Kayako: which should you pick?
Pick Helpshift if your primary need maps to its standout capability and its pricing model works at your team size. Pick Kayako if your team profile maps to its strengths instead. If neither fits — for example, a 3-15 agent team handling messaging channels (WhatsApp, Telegram, Messenger, Instagram, Discord, Zalo) wanting flat-rate pricing — Converge is $49/month flat for up to 15 agents, with all channels and AI tooling included.
Choose Helpshift if mobile app support and automated self-service are critical to your customer experience. Choose Kayako if you need full-featured helpdesk capabilities with extensive customization options.
When should you choose Helpshift or Kayako?
Choose Helpshift if: Your primary focus is mobile app support, you want to minimize support volume through automation, and you have a large mobile user base.
Choose Kayako if: You need comprehensive helpdesk functionality, multi-channel support capabilities, and prefer predictable per-agent pricing.
Teams seeking versatile support capabilities without complex pricing models should consider Converge at $49/month flat rate, offering both mobile-friendly features and traditional helpdesk functionality in one streamlined platform.
Looking for more options? Browse all platform comparisons, or see all Helpshift comparisons and all Kayako comparisons.
Frequently Asked Questions
Helpshift is best for Mobile apps needing in-app customer support. Kayako is best for Traditional businesses focused on email and phone support. Helpshift's standout feature is Native in-app messaging SDK for mobile apps, while Kayako offers Comprehensive knowledge base with customer portal.
Helpshift starts at From $150/mo. Kayako starts at From $1/mo. For flat-rate pricing, consider Converge at $49/month for up to 15 agents.
Helpshift does not offer a free plan. Kayako does not offer a free plan. Both are established platforms in the customer support space.
Helpshift pros: Mobile-first; Strong SDK. Kayako pros: No seat fees in 2026 (Kay AI pricing pivot); Strong knowledge base functionality. Each platform has distinct strengths depending on your use case.
Choose Helpshift for Mobile apps needing in-app customer support. Choose Kayako for Traditional businesses focused on email and phone support. If you need messaging-first support with flat pricing, consider Converge as an alternative at $49/month for up to 15 agents.
Ready to try Converge?
$49/month flat. Up to 15 agents. 7-day free trial, no credit card required.
Start Free Trial