Choosing between Hiver and Kayako is a common decision for customer support buyers in 2026. Kayako has been in the market since 2001, giving it a 10-year head start over Hiver (founded 2011). Hiver serves 10K+ orgs users while Kayako has 35K+ orgs users globally. Hiver differentiates with shared gmail inbox and email assignment, while Kayako leads with unified customer view and live chat. In this head-to-head comparison, Hiver earns a higher hiltonsoftware.co score of 90/100 — but the right choice depends on your specific needs, budget, and team size.
AI Verdict
After comparing Hiver and Kayako across features, pricing, and user satisfaction, Hiver takes the lead with a score of 90/100 versus Kayako's 82/100. Hiver's key advantages include "works inside gmail natively" and "no context switching needed". That said, Kayako has its own strengths — particularly "good unified customer journey view" — making it a viable alternative for specific use cases.
On pricing, there's a clear difference: Hiver offers a free plan, making it more accessible for individuals and small teams exploring customer support solutions. Kayako starts at $30/agent/mo with no free tier, but often justifies the cost with unified customer view and live chat.
Bottom line: Choose Hiver if you need gmail-first teams wanting shared inbox help desk without leaving gmail. Go with Kayako if your priority is smbs wanting affordable help desk with a unified customer interaction view. Both are strong customer support tools — we recommend trying the free plan of each before committing.
CHOOSE HIVER IF:
Gmail-first teams wanting shared inbox help desk without leaving Gmail.
CHOOSE KAYAKO IF:
SMBs wanting affordable help desk with a unified customer interaction view.
Frequently Asked Questions
Is Hiver better than Kayako in 2026?
Hiver scores 90/100 on hiltonsoftware.co compared to Kayako's 82/100. Hiver stands out for "works inside gmail natively" and is best for Gmail-first teams wanting shared inbox help desk without leaving Gmail. Kayako is known for "good unified customer journey view" and suits SMBs wanting affordable help desk with a unified customer interaction view. Your specific workflow and team size should guide the decision.
What is the pricing difference between Hiver and Kayako?
Hiver offers a free plan while Kayako starts at $30/agent/mo, making Hiver the more budget-friendly option. When comparing value, consider that Hiver (founded 2011, 10K+ orgs users) includes features like Shared Gmail inbox, Email assignment, Collision alerts. Kayako (founded 2001, 35K+ orgs users) offers Unified customer view, Live chat, Help center. The right choice depends on which features matter most to your team.
What are the main differences between Hiver and Kayako?
The key differences come down to focus and approach. Hiver excels at Shared Gmail inbox, Email assignment, Collision alerts, while Kayako focuses on Unified customer view, Live chat, Help center. Hiver's main advantage is "works inside gmail natively", though some users note "gmail only". Kayako's strength is "good unified customer journey view", but "interface feels dated" can be a drawback. Both serve the Customer Support market but target different user profiles.
Can I switch from Hiver to Kayako?
Switching between Hiver and Kayako is possible since both operate in the Customer Support space. Before migrating, export your data from Hiver and check Kayako's import capabilities. Key features to verify compatibility: Shared Gmail inbox, Email assignment, Collision alerts (Hiver) vs Unified customer view, Live chat, Help center (Kayako). Consider running both tools in parallel during a trial period to ensure a smooth transition.
Which is better for small teams: Hiver or Kayako?
For small teams, Hiver has an advantage with its free plan, letting you get started without financial commitment. Hiver is best for Gmail-first teams wanting shared inbox help desk without leaving Gmail. Kayako (starting at $30/agent/mo) may be worth the investment if your team specifically needs Unified customer view, Live chat, Help center.