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Kayako vs OTRS: 2024 Ultimate Comparison Guide

Failure Risk Guidance Security Report ?

Failure Risk for Kayako medium Failure Risk for OTRS medium
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Comparison Summary

This comparison report of Kayako vs. OTRS is based on a specific set of business needs and context. The comparison uses 5478 Cuspera insights based on peer reviews, case studies, testimonials, and expert opinions across 50+ sources.

Introducing Kayako and OTRS

Kayako, OTRS, SysAid, Freshservice, etc., belong to a category of solutions that help Help Desk. Different products excel in different areas, so the best platform for your business will depend on your specific needs and requirements.

Kayako covers Helpdesk Management with Chat, Engagement Management with Chat, Knowledge Management with Chat, Workflow Management with E-Mail, etc.

OTRS focuses on Helpdesk Management, Knowledge Management, Workflow Management, Communication Management with E-Mail, etc.

Unsure which of these solutions is right for you? Our Cuspera AI engine can compare them based on your needs and specific to your industry and context. Get your personalized report today.


logo Kayako

Focus area

Kayako is better than OTRS for

Software Failure Risk

  • medium

logo OTRS

Focus area

Software Failure Risk

  • medium

About

Help Desk Software Kayako Unified Customer Service Software

Ticket System and Helpdesk Software | OTRS

Financials

PRIVATE

IPO

Business Need

Total Processes
(we found evidences for)

57

39

Total Goals
(we found evidences for)

13

7

Top Processes

Evidences indicate better relative satisfaction

helpdesk management

Read Reviews (452)

Read Reviews (49)

engagement management

Read Reviews (124)

Read Reviews (13)

engaging and following up

Read Reviews (75)

Read Reviews (5)

knowledge management

Read Reviews (107)

Read Reviews (26)

creating knowledge base

Read Reviews (8)

Read Reviews (1)

workflow management

Read Reviews (51)

Read Reviews (22)

communication management

Read Reviews (41)

Read Reviews (17)

sending & publishing communications

Read Reviews (14)

Read Reviews (13)

tracking & monitoring communications

Read Reviews (12)

Read Reviews (1)

customer feedback management

Read Reviews (27)

Read Reviews (10)

measuring customer satisfaction

Read Reviews (19)

Read Reviews (7)

loyalty management

Read Reviews (24)

Read Reviews (1)

customise loyalty program

Read Reviews (14)

Read Reviews (1)

identify target customers

Read Reviews (8)

Read Reviews (0)

training & onboarding

Read Reviews (13)

Read Reviews (1)

contact list management

Read Reviews (13)

Read Reviews (1)

customer case management

Read Reviews (13)

Read Reviews (1)

content management

Read Reviews (8)

Read Reviews (1)

conversion management

Read Reviews (7)

Read Reviews (0)

generation of new leads

Read Reviews (7)

Read Reviews (1)

rating and review management

Read Reviews (7)

Read Reviews (0)

touchpoint management

Read Reviews (5)

Read Reviews (0)

channel management

Read Reviews (5)

Read Reviews (0)

social media management

Read Reviews (5)

Read Reviews (0)

lifetime value management

Read Reviews (5)

Read Reviews (4)

sales document management

Read Reviews (3)

Read Reviews (6)

contract management

Read Reviews (2)

Read Reviews (3)

revenue cycle management

Read Reviews (2)

Read Reviews (0)

campaign management

Read Reviews (2)

Read Reviews (0)

competitive intelligence

Read Reviews (2)

Read Reviews (0)

performance management

Read Reviews (2)

Read Reviews (1)

products & pricelist management

Read Reviews (2)

Read Reviews (4)

advocacy management

Read Reviews (0)

Read Reviews (7)

sales call management

Read Reviews (0)

Read Reviews (5)

calendar management

Read Reviews (0)

Read Reviews (4)

SeealllessActivities

Top Goals

Goals Achieved

  • Enhance customer relationships

  • Acquire customers

  • Increase sales & revenue

  • Improve internal communications

  • Scale best practices

  • Launch new products

  • Build brand awareness

  • Improve consistency

  • Improve digital and social presence

  • Improve ROI

  • Increase customer life time value

  • Improve efficiency

  • Establish thought leadership

  • See 10 more

  • Enhance customer relationships

  • Scale best practices

  • Acquire customers

  • Improve internal communications

  • Improve efficiency

  • Manage risk

  • Enter new markets internationally or locally

  • See 4 more

Top Channels

Channels Used

  • e-mail

  • display advertisement

  • phone calls

  • chat

  • website

  • user generated content

  • blogs

  • See 4 more

  • e-mail

  • display advertisement

  • phone calls

  • chat

  • website

  • user generated content

  • blogs

  • See 4 more

Failure Risk Guidance Security Report?

Low Medium High
Low Medium High

Compliance Risk

low

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medium

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Security & Privacy Risk

medium

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medium

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Integration Risk

medium

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medium

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Migration Risk

medium

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high

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IT and Other Capabilities

  • Low
  • Medium
  • High

Business Setting