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  1. #1
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    Sep 2010
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    ProvideSupport vs Kayako Engage

    I need to know which one everyone likes the most.

  2. #2
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    Jul 2010
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    Boston
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    They both have a free trial. Why not try both out and see what works best for YOU?

  3. #3
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    Sep 2010
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    I have looked through them both and they both look great. However, does anyone else have any good or bad experiences with them.

  4. #4
    My vote goes to Kayako

  5. #5
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    Sep 2010
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    Quote Originally Posted by nezicom View Post
    My vote goes to Kayako
    Okay, what do you like about it most

  6. #6
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    Mar 2010
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    Florida
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    I personally like Kayako just the modernness of it. Kayako is pretty modern but has a hefty price.

  7. #7
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    Sep 2010
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    I like them both, and I agree that kayako does have a hefty price. The only thing I worry about is the MyWOT rating for providesupport. Personally, I feel they are amazing and that the only reason they have some bad comments is because of the fact that some people abuse the service. I tried a demo with them, and I do like the chat system.
    Last edited by HostSkies; 05-01-2011 at 06:00 PM.

  8. #8
    Join Date
    Oct 2003
    Location
    Chattanooga
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    8,985
    Kayako. Cerberus would be my choice if I went with a desk today. Both companies have their source opened up to allow quite a degree of modification though.
    David
    Web hosting by Fused For businesses with more important things to do than worry about their hosting.

  9. #9
    Join Date
    Sep 2010
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    322
    So basically what I am seeing here is that kayako is better, but providesupport is more affordable.

  10. #10
    Join Date
    Dec 2007
    Location
    Indiana, USA
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    16,087
    Quote Originally Posted by HostSkies View Post
    I need to know which one everyone likes the most.
    Kayako is self-hosted where as ProvideSupport is not. Personally I've found Kayako's V4 (Fusion/Engage) live chat to be buggy. I had 3 bugs marked "Critical" in their system from November 2010 that, last I checked, were still not resolved.

    The chats themselves were very laggy as well. In Version 3 of Kayako Live Chat the sent message appeared on the other end within about 0.5 to 1 second where as I've found on V4 it's 2 to 10 seconds before it shows up on the other side.

    We actually have a fully owned unlimited V4 Fusion license that we're not using (and are paying for ProvideSupport) due to the lack of support, lack of resolving bugs, and the overall laggyness of Kayako V4's chat.

    Maybe in a year, or two, they will sort all of the bugs out and we'll move back - but I'm not holding my breath.
    Michael Denney - MDDHosting LLC
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  11. #11
    Join Date
    Apr 2004
    Location
    New Hampshire
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    735
    We currently use Kayako and I can confirm what Mike said... there is a very large delay sometimes ranging as high as 10 seconds when you send a reply to a customer. Also, sometimes the reply never makes it which is weird. What is also weird is the delay is only in one direction.
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  12. #12
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    Dec 2007
    Location
    Indiana, USA
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    Quote Originally Posted by [x10]Corey View Post
    We currently use Kayako and I can confirm what Mike said... there is a very large delay sometimes ranging as high as 10 seconds when you send a reply to a customer. Also, sometimes the reply never makes it which is weird. What is also weird is the delay is only in one direction.
    In my testing, back when I did it, the delay was bi-directional but was more extreme for Staff->Visitor. I have a .swf of it around here somewhere I'll see if I can dig out.
    Michael Denney - MDDHosting LLC
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  13. #13
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    Sep 2010
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    322
    Okay thank you I guess I will go with providesupport

  14. #14
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    Dec 2007
    Location
    Indiana, USA
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    Quote Originally Posted by HostSkies View Post
    Okay thank you I guess I will go with providesupport
    I would, at least until they get their software fixed. They also may want to reconsider their pricing (which is exorbitant compared to what it used to be, imho).
    Michael Denney - MDDHosting LLC
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  15. #15
    Join Date
    Mar 2010
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    Florida
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    Quote Originally Posted by MikeDVB View Post
    I would, at least until they get their software fixed. They also may want to reconsider their pricing (which is exorbitant compared to what it used to be, imho).
    I hope the download version does decrease in price. I'm interested in picking up both in the download version, but thats a pretty nice hefty price tag.

  16. #16
    Join Date
    Sep 2010
    Posts
    322
    Agreed. I do hope they decrease the price as I hope to eventually use their ticket system instead of whmcs's ticket system.

  17. #17
    Join Date
    Oct 2007
    Posts
    4,033
    I believe ProvideSupport is web based while Kayako can only be used on Windows, which is a negative point when yourself and some staffs are using other OS like Mac OS X and Ubuntu. We are using Kayako but considering moving to other solutions due to this.
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  18. #18
    Join Date
    Sep 2010
    Posts
    322
    Providesupport has mac and linux versions as well.

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