Kayako vs Zendesk Chat

Kayako and Zendesk Chat represent two distinct philosophies in customer support software. Kayako positions itself as a unified customer service platform with integrated help desk and live chat capabilities, while Zendesk Chat (now part of Zendesk Suite) focuses specifically on real-time messaging and chat-first customer engagement.

The choice between these platforms often depends on whether you need a comprehensive support suite or a specialized chat solution that integrates with your existing tools.

Kayako excels in providing a unified inbox that combines tickets, live chat, and social media interactions in one interface. Its conversation-based approach treats all customer interactions as ongoing relationships rather than isolated incidents.

Zendesk Chat shines with advanced chat routing, proactive messaging triggers, and sophisticated visitor tracking. It offers superior customization options for chat widgets and provides detailed real-time analytics for chat performance.

While Kayako includes basic automation and macros, Zendesk Chat provides more advanced chatbot capabilities and AI-powered features through its integration with Zendesk Answer Bot.

Kayako uses straightforward per-agent pricing starting at $15/month per agent, with all core features included in the base plan. This makes budgeting predictable for growing teams.

Zendesk Chat starts at $14/month per agent but requires additional Zendesk products for full functionality. The true cost often increases significantly when adding Support, Guide, or other Zendesk products, potentially reaching $100+ per agent monthly for comprehensive features.

Kayako's pricing includes phone support and most integrations, while Zendesk Chat charges extra for premium features and advanced reporting capabilities.

Choose Kayako if you need an all-in-one customer service platform with strong ticket management and prefer unified pricing. Choose Zendesk Chat if you want best-in-class live chat functionality with extensive customization options and don't mind the complexity of Zendesk's ecosystem.

Choose Kayako if: You want a simple, unified customer service platform with predictable pricing and don't need extensive customization options.

Choose Zendesk Chat if: You prioritize advanced chat features, need extensive customization, and are willing to invest in the broader Zendesk ecosystem.

For teams seeking a modern alternative, consider Converge at $49/month flat rate - offering unified customer communication without per-agent fees or complex pricing tiers.