Helpshift vs Kayako

Helpshift 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.

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.

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.

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.

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.