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Software · head to head

Kayako vs Bold360

Kayako logo

Kayako

Software

Effortless customer service

From
$30/month
Rated
-
Full reviewWebsite
B

Bold360

Software

AI-powered customer engagement and service platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Kayako the AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription; Bold360 bold360 as a standalone product is discontinued: the vendor's own domain bold360.com now 302-redirects (captured 8 January 2024) to genesys.com/capabilities/live-chat-software, and the live domain no longer resolves at all.
  • They diverge on capability: Kayako covers Unified inbox, Bold360 covers Live chat messaging.

Where they differ

Only the attributes on which Kayako and Bold360 actually diverge.

Attributes where Kayako and Bold360 differ
AttributeKayakoBold360
Starting price$30/monthOn request
PlatformsWeb, Ios, AndroidWeb, Mobile app, IOS, Android
Founded20012005

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Kayako

  • Unified inbox
  • Live chat
  • Help center
  • Customer journey
  • Automation
  • Reporting
  • Slack
  • Zapier

Only in Bold360

  • Live chat messaging
  • AI chatbots
  • Email support
  • Knowledge base
  • IBM Watson
  • API
  • Webhooks
  • Mobile app support

Both cover

  • Salesforce
  • Web support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Kayako

  • Help desk ticketing with a unified inbox and knowledge basenot Bold360
  • Resolving support tickets automatically with an AI agentnot Bold360

Bold360

  • Customer engagementnot Kayako
  • Lead generationnot Kayako
  • Customer supportnot Kayako
  • Sales automationnot Kayako

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Kayako

  • The AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription
  • A resolution counts when the AI solves the issue without human involvement, so the definition of a billable event is set by the vendor's own system
  • No per agent monthly price is published for the full Kayako One platform
  • Full platform pricing requires talking to an expert

Bold360

  • Bold360 as a standalone product is discontinued: the vendor's own domain bold360.com now 302-redirects (captured 8 January 2024) to genesys.com/capabilities/live-chat-software, and the live domain no longer resolves at all.

Pricing, plan by plan

Kayako

$30/month
  • Inbox$30/month
    • Email & live chat
    • Help center
    • Basic automation
  • Growth$60/month
    • Everything in Inbox
    • Customer journey
    • SLA management
  • Scale$100/month
    • Everything in Growth
    • Advanced reporting
    • Custom roles

Bold360

On request
  • Starter$75/month
    • Live chat
    • Basic AI
    • Chatbot
  • Professional$150/month
    • Advanced AI
    • Omnichannel
  • Enterprise$undefined/month
    • Custom solutions
    • Dedicated support

Which should you pick?

Choose Kayako if

  • You need unified inbox.
  • You work on Web, Ios, Android.
  • You also want live chat.
Kayako review

Choose Bold360 if

  • You need live chat messaging.
  • You work on Web, Mobile app, IOS, Android.
  • You also want ai chatbots.
Bold360 review

Questions people ask

Is Kayako or Bold360 better?
Neither clearly leads. Kayako starts at $30/month and Bold360 at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Kayako or Bold360?
Kayako starts at $30/month and Bold360 at On request.
Does Kayako or Bold360 run on more platforms?
Kayako runs on Web, Ios, Android. Bold360 runs on Web, Mobile app, IOS, Android.
What is Kayako best used for?
Kayako is most often used for help desk ticketing with a unified inbox and knowledge base, resolving support tickets automatically with an ai agent. Of those, help desk ticketing with a unified inbox and knowledge base and resolving support tickets automatically with an ai agent are not what Bold360 is typically brought in for.
What can Kayako do that Bold360 cannot?
Kayako covers Unified inbox, Live chat, Help center, Customer journey. Bold360 covers Live chat messaging, AI chatbots, Email support, Knowledge base. Both handle Salesforce, Web support, Android support.
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