Kayako vs Zendesk: ¿Qué software es el adecuado para tu negocio?

El servicio al cliente es un trabajo difícil, pero es cada vez más importante en el mundo empresarial actual. Eso significa que las empresas necesitan encontrar las herramientas y el software adecuados para ayudar a gestionar sus departamentos de servicio al cliente de manera eficiente. Sin embargo, con tantas opciones disponibles, ¿cómo se supone que una empresa debe decidir cuál herramienta es la mejor para ellos?

Si estás buscando software de servicio al cliente, probablemente hayas oído hablar de las dos soluciones más populares: Kayako y Zendesk. Ambas CRMs ofrecen muchas características diferentes para hacer que tu negocio sea más exitoso, pero ¿cuál es la mejor opción? Este artículo ayudará a responder esa pregunta comparándolas una al lado de la otra.

¿Qué es Kayako?

Kayako es un software de servicio al cliente utilizado por empresas medianas y grandes para ayudarles a gestionar su correo electrónico, canales de redes sociales (como Facebook Messenger), teléfonos, tickets, chats o sitios web. El objetivo final es simple: proporcionar respuestas consistentes que a los clientes les encanten mientras ahorras tiempo y frustración a tus empleados. Además, Kayako se puede utilizar para capturar la retroalimentación de los clientes.

Kayako utiliza la tecnología más actualizada para reducir errores y automatizar procesos que son tediosos o repetitivos, permitiendo que tu equipo se enfoque en cosas más importantes. Kayako también está disponible en 18 idiomas con un centro de soporte global para que puedas ayudar a los clientes sin importar dónde se encuentren.

¿Qué es Zendesk?

Zendesk es un software de servicio al cliente todo en uno que incluye ticketing de help desk, chat en vivo y soluciones de base de conocimientos para empresas.

La solución está diseñada para hacer que los equipos de soporte sean más eficientes al agilizar la comunicación con los clientes. El software proporciona herramientas como respuestas automáticas por correo electrónico, bases de conocimientos (para responder preguntas frecuentes) y un portal de servicio al cliente para que los agentes resuelvan problemas.

Zendesk es único porque proporciona todas estas soluciones en una sola plataforma, lo que ayuda a las empresas a ahorrar tiempo y dinero. Además, la solución es fácil de usar con una interfaz intuitiva que se puede personalizar para adaptarse a las necesidades de cada empresa.

Ventajas de Kayako

Las ventajas de Kayako son que es muy simple de usar y tiene una interfaz fácil de navegar.

Las ventajas de Kayako son que el equipo de servicio al cliente puede acceder fácilmente a toda la información en un solo lugar, lo que les permite ahorrar tiempo al responder a los clientes.

Las ventajas de Kayako son que tiene una base de conocimientos para autoservicio, por si los clientes tienen preguntas antes de contactar con el soporte.

Ventajas de Zendesk

Las ventajas de Zendesk incluyen el hecho de que es gratuito para hasta diez agentes, tiene una interfaz moderna y es lo suficientemente fácil incluso para usuarios novatos.

Zendesk también es un software de código abierto, lo que significa que tiene un gran apoyo de su comunidad de desarrolladores que pueden ofrecer aportes sobre el desarrollo del producto o construir complementos e integraciones con otros servicios, por lo que no necesitas buscar en otro lugar.

Zendesk cuenta con una plataforma segura y estable con buenos informes, potentes herramientas de automatización y excelente soporte al cliente por teléfono o correo electrónico 24/365.

Comparación de características: Kayako vs. Zendesk

Comparar las características de los competidores es importante para las empresas porque les ayuda a elegir el mejor software para satisfacer sus necesidades. Zendesk y Kayako son dos aplicaciones de servicio al cliente que tienen diferentes características, por lo que las empresas que utilizan ambas verán diferencias entre estos productos.

El público que busca una aplicación como Kayako es principalmente una empresa que necesita una solución para el soporte al cliente interno. Zendesk es más adecuado para help desks, centros de llamadas y empresas que utilizan software de terceros para proporcionar soporte técnico o de ventas.

Gestión de Tickets - Kayako vs. Zendesk

Ticket management is a process of handling customer complaints, suggestions, and other messages about the company or product. It is important that these messages are handled as quickly as possible to ensure the customer’s satisfaction with your business.

Ticket management is important to both Kayako and Zendesk. Both ticket management software provides a way for you to keep track of all incoming emails, support requests, etc.

Kayako has the ability to assign tickets to different team members, set priority levels, and also see all of your activity in one place. On top of this, there is no limit on how many emails you can process with their system which makes it an excellent choice for businesses that receive a lot of messages or have a large team.

Zendesk is also a great choice for ticket management because it allows you to track all incoming emails and support requests in one place. Zendesk has the ability to assign tickets, set priority levels, create custom fields that will save time when responding or following up with customers, and provide useful analytics that allows your team to see what’s working and where they can improve. Zendesk has a limit of 1000 tickets per month which is perfect for most small businesses that receive an average amount of messages or have just one person on the team responding.

In terms of ticket management, Kayako is better than Zendesk. Kayako has flexible options for creating custom fields which allows you to save time when replying or following up with customers and it also displays all of your activity in one place. On top of this, there’s no limit on how many emails you can process through their system making it a great choice for businesses that receive a lot of messages or have a large team.

Informes y análisis - Kayako vs. Zendesk

Los informes y análisis son cruciales para un negocio. Con los informes, las empresas pueden entender mejor qué campañas de marketing están funcionando y cuáles no, para saber dónde invertir mejor su tiempo y recursos en el futuro. El análisis es importante para rastrear y recopilar datos, que luego pueden ser utilizados para informes. Además, los informes y análisis son importantes porque muestran al cliente cómo el marketing está ayudando a su negocio.

Los informes y análisis de Kayako vienen con un motor de informes integrado, que muestra a los clientes qué está funcionando y qué no. Los clientes pueden crear informes personalizados para encontrar exactamente los datos que necesitan para tomar decisiones informadas sobre sus campañas de marketing. Zendesk no viene con herramientas de análisis o informes listas para usar; sin embargo, se integra fácilmente con herramientas de análisis e informes de terceros.

Con el motor de informes integrado, los equipos de marketing pueden generar fácilmente informes que les muestran qué campañas están funcionando mejor para sus clientes, para que sepan dónde invertir sus recursos y obtener el mayor retorno de inversión (ROI). Esto asegura el éxito de la campaña y ayuda a los comercializadores a alcanzar sus objetivos.

Los informes y análisis de Zendesk son simples y directos. Con Zendesk, los comercializadores pueden integrar sus cuentas con herramientas de análisis de terceros como Google Analytics para rastrear el tráfico del sitio y las conversiones de las campañas de marketing.

Zendesk se integra fácilmente con herramientas de análisis de terceros, por lo que los clientes pueden elegir la herramienta analítica que mejor funcione para ellos. Por ejemplo, puede conectarse a Google Analytics o Mixpanel. Con estos datos de herramientas analíticas integradas con Zendesk, los comercializadores pueden ver fácilmente cómo están funcionando sus esfuerzos de marketing.

En términos de informes y análisis, Kayako es un claro ganador. Kayako ofrece potentes herramientas de análisis e informes que ayudan a los comercializadores a comprender mejor las necesidades de sus clientes, así como el rendimiento de sus campañas de marketing, para que puedan tomar decisiones informadas sobre futuros esfuerzos. Con Zendesk, por otro lado, depende de los usuarios individuales integrarse con herramientas analíticas de terceros para obtener información sobre sus esfuerzos de marketing.

Seguridad - Kayako vs. Zendesk

La seguridad es un aspecto muy importante de cualquier campaña de marketing. Si vas a gastar dinero en publicidad, es crucial que tus datos estén seguros y protegidos de los muchos criminales cibernéticos en línea que buscan objetivos fáciles. Además, el software con buena seguridad será más confiable y hará felices a los propietarios de negocios.

La seguridad de Kayako es fuerte y tiene un buen historial en el manejo de criminales cibernéticos. Su equipo de seguridad ha sido un socio temprano de Bugcrowd y responsable de algunos de los descubrimientos de vulnerabilidades más prolíficos en su plataforma.

La seguridad de Zendesk también es fuerte, lo que significa que ambas empresas tienen una buena reputación en línea en lo que respecta a problemas de seguridad. Su software es confiado por miles de propietarios de negocios, lo que significa que han invertido mucho en asegurarse de que sea confiable y seguro.

Kayako offers several security features which are great for businesses looking to protect their data and reputation on the internet. They have a very strong firewall and a strong bug bounty program which encourages security researchers to find vulnerabilities in their software. Aside from that, Kayako’s security team is very proactive and they’re constantly improving the product.

Zendesk also offers several security features which are great for businesses who want to build a secure and safe environment for their clients. They have several security certifications, like ISO 27001; they offer the highest level of encryption which is PCI Complaint, and they also do vulnerability management on all components of their software. Also, Zendesk’s security feature is constantly updated and improved.

In terms of security, both Kayako and Zendesk are great choices. They have good reputations on the internet, they’re constantly improving their security features, and most importantly – both companies offer a bug bounty program that encourages security researchers to find vulnerabilities in their software.

In terms of security, Zendesk is a bit more advanced because they have several security certifications. On the other hand, Kayako’s structure has made them very proactive in terms of updating their software and fixing known vulnerabilities.

Integrations -Kayako vs. Zendesk

Integrations are the connections that are built into the software to allow information sharing between different programs or “systems.” Using integrations to connect software can make life much easier because it allows information to be shared between the two systems without having to manually input or transfer data. Integrations, like Zendesk and Kayako, use this connection technology in order to interact with other programs that a business might need for their everyday operations. For instance, integrating all aspects of a business’s marketing strategy can make it much easier for a company to track how different parts of the system are performing.

Kayako’s Integrations is a feature that allows for more than 50 of the most popular apps to be connected with Kayako’s software. The integration of different programs allows businesses to automate their processes and make things run more efficiently. Also, making a connection between two separate systems can save time by allowing information from one system to automatically populate into another program which is very useful when needing to transfer data.

Zendesk’s integrations allow you to connect your software with 100+ applications like Salesforce, Pipedrive, Mailchimp, Google Calendar, etc. This integration system makes it easy for users to choose which tools best suit their workflow, allowing them to customize the software based on their needs. Users can also create personal integrations which are saved connections that allow teams to work more efficiently. Also, the integration of Zendesk with other programs makes it possible to fully automate the process without having to manually enter data. There are also integrations that can be created with Zendesk’s API, which is an application program interface that gives third-party developers access to their software so they can build custom tools for specific needs of clients.

In terms of Integrations, Kayako and Zendesk both have different features that can be useful for a business. Kayako offers more than 50 integrations, while the number of applications integrated with Zendesk is over 100+. Furthermore, users are able to create personal integrations which allow them to connect their favorite programs together in order to improve workflow efficiency. Ultimately, both systems are beneficial when it comes to integrations; however, depending on what your company needs in order to run efficiently you can decide which program is best for your business.

Facilidad de Uso

Ease of use is an important factor when it comes to marketing software because the easier a program is to use, the more likely customers are going to keep using it. An easy-use software is also easier to train employees on which can save time and money. It is important because it makes a company look more professional and can help companies save money.

The ease of use of Kayako is ranked the highest out of the two because it is easier to understand and navigate. The program itself is very straightforward and simple but still allows for advanced customizations which some users may prefer over the simplicity of Zendesk’s layout.

Kayako has a rating of 100 out of 100 for the Ease-of-Use, which is based on how easy it was to find information and complete tasks within each program. Kayako’s ease lies in its simplicity as well as being very thorough with every aspect so there are not many questions left unanswered after using the software.

Zendesk’s ease of use has a rating of 80 out of 100. Users said that the design is intuitive and easy to navigate, but it lacks the features needed for more complex support operations.

Kayako has an easier learning curve because its interface is very intuitive and straightforward. Zendesk, on the other hand, can be overwhelming at first because it has a lot of features that may not all be needed by some users. This software is good for more advanced companies looking to use support ticketing in multiple ways such as marketing or CRM purposes.

Kayako has higher ease of use than Zendesk because it is much simpler and straightforward. Its interface and design also make it easier for users to find their way around the program as well as complete tasks without getting confused. Lastly, Kayako allows more customizations as well as being able to choose from different designs for the layout.

In terms of ease of use, Kayako is the better option because it has a rating of 100 compared to Zendesk’s score of 80. It also gives users more customizations, which may be something that some businesses are looking for in support ticketing software. Kayako is also much simpler and straightforward, making it a better choice for those looking for something less complicated.

Live Chat Features

Live chat features let users reach out to businesses directly, for instant support.

This provides real-time customer service and improves loyalty by ensuring that customers feel valued and attended to.

Live chat is quickly becoming the preferred channel for customer service.

It offers businesses a more immediate way to engage with customers, resulting in increased sales and revenue.

Further, it gives marketers greater visibility into what’s happening on their website — both good and bad.

Live chat features is important in marketing because it provides a way for customers to easily reach out and communicate with the business. This is great because now businesses can provide support directly from their website. It also gives companies more insight into what’s going on in terms of customer service, allowing them to improve areas that might need work or just see if everything looks good!

Kayako’s live chat features let you handle multiple conversations at once.

Kayako’s live chat features let businesses create custom views of their chats and store them in the system. Also, their live chat features are displayed on a user’s website.

The live chat features of Kayako and Zendesk are very similar. They both allow for multiple chats at once and give businesses the ability to create custom views of their chats. The main difference is that Kayako’s live chat features can be displayed on a user’s website, whereas with Zendesk this isn’t possible.

Zendesk has real-time chat and email support, which means that agents can handle multiple conversations simultaneously.

They also have the ability to share screens with customers over chat so they can guide them more easily through their issues or questions. Zendesk lets teams collaborate within one platform as well, which is great for businesses because they can easily handle customer service without switching back and forth.

In terms of live chat features, both Kayako and Zendesk are very similar.

Kayako’s live chat features let you handle multiple conversations at once, give businesses the ability to create custom views of their chats, have the chat appear on a website for customers to easily reach out via live chat, and allow teams within one platform to collaborate so they can handle customer service easily.

Zendesk’s live chat features are very similar as well but have the added benefit of being able to share screens with customers over chat so they can guide them more easily through their issues or questions. Zendesk lets teams collaborate within one platform as well, which is great for businesses because they can easily handle customer service without switching back and forth.

Soporte al Cliente

Customer support is the process of dealing with customer complaints, refunds, and other issues. It’s important to have a solid Customer Support system in place because it can save your company money that would otherwise be lost due to unhappy customers. It is important in marketing because it can lead to viral or word-of-mouth marketing and customer retention.

The customer support of Kayako and Zendesk are very similar but have some key differences.

Zendesk has a built-in knowledge base with categories and tags to help agents find information quickly when they need it most. Kayako doesn’t give their customers this feature unless you pay extra for it on the Enterprise plan. Both companies offer live chat support that lets you communicate with your customers without having to type a message back and forth.

Zendesk offers single sign-on integration for Salesforce, Google Apps, Box, Dropbox, Slack, etc., which is useful if you want all of those accounts tied into one place as well as Zendesk. Kayako doesn’t offer anything like this, but it does integrate with a number of popular apps like JIRA, GitHub, and Zendesk.

Zendesk has a free plan for up to three agents and offers the option to add more at any time whereas Kayako’s pricing is fixed regardless of how many users you have. This can be both an advantage and a disadvantage, but Zendesk’s pricing is more clear-cut.

In terms of customer support, Kayako and Zendesk are similar with some key differences. Kayako only offers the bare minimum of support whereas Zendesk is more feature-rich and customizable for those who need it.

Mobile & Desktop Platform

Mobile & desktop platform is a feature that allows businesses to access their help desk through their mobile devices or desktop computers. It is one of the most important features for any business, as it lets you monitor customer service requests wherever you are and respond in real-time- so customers know that they’re being heard.

The mobile & desktop platform of Kayako is quite easy to use, and it provides a great way for companies of all sizes to access their help desk. Kayako offers apps for iOS, Android & Windows devices so that you can manage your customer service from anywhere- which is perfect if you have employees who work remotely or on the go. Aside from that, Kayako is compatible with many different email providers- so you can manage emails right from your inbox.

The mobile & desktop platform of Zendesk, on the other hand, offers apps for iOS and Android devices as well as Windows computers. The platform allows companies to access their help desk through tablets or smartphones, monitor customer service requests wherever they are, and respond in real-time.

Zendesk’s mobile & desktop platform is also quite robust, with apps for Android & iOS devices. However, Zendesk’s help desk system doesn’t offer a Windows app (at least not yet). Also, Zendesk does not allow you to access your help desk through email.

In terms of mobile & desktop platforms, Kayako offers a more robust system that allows you to access your help desk through multiple devices. Zendesk, on the other hand, does not allow for Windows apps or email integration- which may be limiting if those are important features of your business’s needs.

Mesa de ayuda

A help desk is a fast and easy way to provide your customers with the excellent service they expect. Providing good customer support has been proven to increase retention rates by up to 50%! In addition, it can reduce costs associated with churning clients.

Having an efficient Help Desk is one of the keys to providing good customer support. Today, it’s becoming more and more common for businesses to use the software in order to provide their customers with effective help desk services through either phone or email.

Kayako’s help desk is an excellent tool that lets you handle customer requests through email. It’s integrable with the most popular business applications, such as Outlook and Gmail, which is great if your company uses these products regularly. You can also choose between a Paid or Free account depending on the features you need.

The main drawback of Kayako’s Help Desk is that it doesn’t have a live chat feature.

On the other hand, Zendesk’s Help Desk is an excellent tool that allows you to handle customer requests through email, phone, or chat. It’s also integrable with other business applications such as MailChimp and SalesForce, which is great if these products are used by your company regularly. You can choose between a Basic Free account to Unlimited Premium options depending on the features needed (features include: unlimited agents, bulk actions, templates).

The main drawback of Zendesk’s Help Desk is that it doesn’t offer phone support.

In terms of help desk, Kayako is the superior solution. It has more features than Zendesk, which allows you to handle customer requests in multiple ways. While both are good options, Kayako’s Help Desk is better for businesses that need all of its functionalities.

If your company only uses email or chat regularly then it may be best to go with Zendesk because it doesn’t have a live chat feature.

However, if your company uses multiple products then Kayako’s the way to go since you can easily integrate its features with other software that is used by your team.

Base de conocimientos

A knowledge base is a database of information that is available to customers and employees.

This content can be used for many different things, including providing answers to questions from customers or guiding them through an internal process. Knowledge Base software allows you to manage all this content easily in one place. It also provides analytics on the customer engagement with these articles so that you know which articles are being viewed and engaged with, allowing you to create even more content that is relevant for your audience.

Knowledge base software provides a lot of value when it comes to marketing because customers can find answers quickly from the right source instead of going through other channels or perhaps taking their business elsewhere.

In addition, a knowledge base makes it possible to guide customers through a process and answer their questions before they even ask it, giving them an improved overall experience.

The knowledge base of Kayako is organized into categories that are then sorted by sub-categories.

For example, if you click on the category titled “Account” there is a dropdown menu with several options to choose from including billing and payments, password resetting, account settings among others. Clicking one of these will take you to another screen where articles can be sorted in chronological order or alphabetically.

Kayako’s knowledge base system is very flexible with the ability to add new articles, edit them and attach files easily thanks to drag-and-drop functionality.

The software also allows you to create FAQs (frequently asked questions) where customers can submit their questions directly through an article page for you or other employees to answer.

Zendesk’s knowledge base is more traditional in that it has categories, but there are no subcategories to choose from.

For example, if you click on the “Account” category all of the articles show up but you don’t have many options for filtering them by topic which can be a little more time-consuming as you have to read through all the articles.

Zendesk also has a widget that can be embedded within your website or blog, which allows customers to submit their questions directly from those pages. This is helpful because it means they won’t leave your site and will receive an answer quickly before even reaching out to your support team.

In terms of knowledge base, Kayako and Zendesk each have their benefits.

Kayako has a lot of options in terms of how you can organize your articles and the ability to add files, which is really helpful for getting help with complex processes or when you need screenshots. Kayako also allows for FAQs so that customers can submit questions directly through an article page.

Zendesk does not have the same options for how you can organize your articles but it does make up for this in terms of their Knowledge Base widget, which allows customers to ask questions directly from specific pages on your website or blog. Zendesk’s Knowledge Base is also more traditional with categories and subcategories that are easy to navigate.

Preguntas frecuentes

What are some alternatives to Kayako and Zendesk?

Some alternative customer service software of Kayako and Zendesk are Freshdesk, Desk.com, and Help Scout.

Freshdesk is a cloud-based help desk tool that provides support ticketing and customer service software. It was created in 2010 by Shan Krishnasamy, Girish Mathrubootham, and Vipul A M.

Desk.com is an integrated suite of business applications for managing companies’ interactions with customers across email, phone calls, social media channels, and more. It was launched in 2011 by Salesforce and is a cloud-based customer service platform that connects calls, emails, chats, and social media channels into one system to provide businesses with real-time information about their customers.

Help Scout provides an inbound help desk solution for business owners who want simple tools to manage conversations between companies and customers. It was launched in 2011 by Nick Francis, Oliver Russell, and Jason Costa.

Freshdesk has features that include a ticketing system, team collaboration tools, and customer service software for high-volume client interactions. Desk.com has features such as email tracking with notification settings, powerful reporting capabilities, and social media integration to help businesses engage customers across multiple channels more effectively. Help Scout provides companies with the ability to answer their own questions through self-help guides and knowledge bases and to manage their own support requests through a simple, streamlined interface.

Which tool to choose for small businesses?

If you are a small business, the best tool to choose is Kayako. Kayako is a fully customizable help desk software that can be tailored to suit your business requirements and budget.

Zendesk, on the other hand, has limited customization options which makes it difficult for small businesses with unique needs to configure Zendesk according to their specific requirements. The lack of flexibility in pricing also reduces its appeal as a help desk software for small businesses.

Kayako is an excellent choice for smaller companies due to its simple and intuitive layout, ease of use, built-in reporting tools, and customer service features. It has one of the most user-friendly interfaces among all the top help desk software available today.

Zendesk is more suitable for larger businesses with a big team of support agents. This is because it offers advanced ticket routing, automated workflows, and an integrated knowledge base that are useful in large enterprises which have multiple departments requiring collaboration across teams. It also has the option to customize the software and attach different departments and teams to each department.

What is better Kayako or Zendesk?

The best customer service software between Kayako and Zendesk depends on the size of your business and whether you require a separate department for knowledge base management. Kayako is easier to use, while Zendesk offers more advanced features that can help large enterprises collaborate better across teams.

Kayako is a fully customizable help desk software that can be tailored to suit your business requirements and budget. Zendesk, on the other hand, has limited customization options which makes it difficult for small businesses with unique needs to configure Zendesk according to their specific requirements. The lack of flexibility in pricing also reduces its appeal as a help desk software for small businesses.