Home/Help Desk Software/KayakoUpdated on: June 1, 2023

OVERVIEW
AWARDS
FEATURES
TECHNICAL DETAILS
PRICING
ALTERNATIVES
REVIEWS
MORE
- Videos
- Slides
- Faq
- Articles
- Customers
- Integration
- Related

COMPARE

Kayako

Robust help desk tool for quality customer support

(433 Ratings) Write Review

What is Kayako and how does it work? Kayako is a help desk software as well as a CRM software for keeping both internal team and customers happy. You can monitor customer conversation and queries over any preferred social media channel and facilitates in personalizing customer service. It offers ecommerce support as well. This internal help desk software offers support in diverse arenas like IT, finance & HR. Kayako features live chat, help center ticket and email facilities. It further has the login only Help Center that helps users answer their own queries. It can automate workflow, has virtual forms to fetch the info it requires, offer canned response, generate reports, create user profile, can map customer journey etc.

FOLLOWERS 5,454 10,010 10,658 170 229

Kayako Awards

Kayako Features Show All Features

Help Desk Features

Incident ManagementIncident management is the process that focuses solely on handling and escalating incidents as they occur to restore defined service levels. Incident management does not deal with root cause analysis or problem resolution.
Social Media IntegrationSocial media integration is a marketing technique that allows you to use social media platforms to supplement your current branding and marketing strategies. By providing ways for your customers to connect or exchange information about your website and social media on different social networks, social media integration helps foster brand recognition and enhances the reach of your marketing campaigns.
Multi-Channel CommunicationMulti-channel communication simply means communicating with customers via multiple channels such as print, SMS, e-mail, web portals, and mobile applications. From an internal management perspective, multi-channel communication involves sending out material and information via multiple channels.
Macros (Templated Responses)You can use macros to avoid performing repetitive actions. For example, macros enable you to create templates with attachments so that you don't have to remember to include a specific file every time you write a specific type of message. You should add information to the message body and fill in the Bcc, Cc, and Subject email fields.
Document StorageThe act of storing a document, usually a digital document, in a document management system (DMS) is known as document storage. We now use electronic storage instead of filing cabinets. It conserves both space and time. When a document is saved, it is often tagged with a collection of metadata to identify it as belonging to a certain category or classification. Then it's saved as a digital file.
Customizable BrandingBrands allow consumers to personalize both packaging and product. By allowing buyers to customize flavor, food form and even the actual packing design of products, brands are putting more power than ever before into the hands of the consumer, ultimately trusting them to create a meaningful experience.
Ticket ManagementThe method of handling issues and requests is known as ticket management. Tickets are basic data entities that are used to monitor anything that must be done. Ticket management is a very useful business method that is integrated into most communication software.
Surveys & FeedbackSurveys and feedback are a type of research methodologies that involve gathering data from a predetermined group of people in order to obtain information and insights into a variety of topics. They can serve a variety of purposes depending on the methods used.
Known Issue ManagementKnown issue management is the process of resolving known issues within the project. Problems with employees or vendors, technological glitches, and supply shortages can all wreak havoc on your project. If the problem isn't fixed, you risk causing needless friction, delays, or even failure to meet the deadline.
Knowledge BaseA knowledge base is an online library of information about a product, service, agency, or subject that can be accessed at any time. Answers to commonly asked questions, how-to guides, and troubleshooting instructions are usually included in this published set of documentation. Its goal is to make it simple for people to solve problems without having to ask for assistance.
Contract (SLA Management)Contract management (or SLA management) software is a digital tool (or collection of tools) that aids in the creation, storage, and retrieval of legal agreements and data. Contract management improves the efficiency of the whole contracting process. As a result, contract delivery times are faster and more reliable, and clients are happier.
Community ForumsA community forum is an online platform provided by a company or a brand where members, consumers, and fans can come together to ask questions, receive peer-to-peer support, discuss brand preferences, and form social connections.
Automated RoutingAutomated routing guides customers to appropriate resources based on their current needs. Since customers expect prompt and efficient service when they call, getting the right resource to them at the right time is critical to achieving business goals.
Alerts (Escalation)Escalation alerts allow users to build notification rules for both primary and custom entities. Escalation rules may include a few requirements that cause alerts via email or on-screen messages. Escalation rules are typically more complex than notifications, and they can be used inside or outside of a workflow. In general, escalation rules are used to generate notifications of more than five conditions or a complex trigger SQL clause. If one or more of the conditions are met, or the clause is activated, a message is displayed on screen or sent via email, values are changed, or SQL is run.
Self Service PortalA self-service portal is a website that offers information and resources to help users find answers and resolve their issues. The job of any self-service portal is to help users address common needs efficiently and without outside help.
Live ChatLive chat is a medium that allows the employees to interact with website visitors or with each other in real-time. It can be either text, voice, or video-based chat that team members can use to get in touch with each other to discuss or resolve any ongoing issues.

Kayako Technical details

Support	24/7 (Live rep) Business Hours Online	Customer Type	Large Enterprises Medium Business Small Business
API		Location / Phone Number	Austin, Texas
Deployment	SaaS/Web/Cloud Mobile - Android Mobile - iOS	Official Website	https://www.kayako.com/
Deployment	SaaS/Web/Cloud Mobile - Android Mobile - iOS	Category	Help Desk Software

Kayako Pricing

Pricing ModelFree Trial , Freemium , One-time license

Kayako Cloud

Free

Free collaborators

Customer service cloud solution for larger teams and businesses

Features

Live chat, Facebook, Twitter and email
Help center
Basic performance reports
SingleView™
Agents log in with Google
Standard support plan
Workflow automations: assign tickets to agents
Advanced reporting
Multiple brands, multiple languages
Time-saving macro powered responses
Custom fields for capturing critical information
Slack integration
700+ Zapier integrations
Organization Profiles for Agents
Agent collision prevention
Advanced workflow customization
Internal help center and knowledge base
Custom forms for help center
Customer access to every ticket from their organization
Custom security policies
Custom roles and permissions
Salesforce integration
Custom performance reports
Help center advanced layout and design options

Classic On-Prem

Custom

Customer service cloud software for small and growing teams

Features

Live chat and email
Help center & Support portal
Customizable PHP source code
VOIP Phone / Click to call
Advanced Reporting with Kayako Query Language (KQL)
Automation (SLAs, Macros, Workflows)
Multiple brands, multiple languages
REST APIs

Screenshot of the Vendor Pricing Page

View Full Screen

Disclaimer: The pricing details were last updated on 13/02/2023 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Kayako pricing.

Kayako Alternatives Kayako Alternatives

Sponsored

(2606 RATINGS) Salesforce Service C... Salesforce Service Cloud is help desk software that allows customers to obtain answers quickly by... read more Visit Website

Sponsored

(8106 RATINGS) Freshdesk A cloud-based customer support software that offers all in one solution for business needs to... read more Visit Website

Sponsored

(7934 RATINGS) Zendesk Support Zendesk Support is a customer support solution that centralizes all customer queries and... read more Visit Website

Sponsored

(351 RATINGS) ManageEngine Service... ManageEngine ServiceDesk Plus is a flexible and scalable help desk software that offers better... read more Visit Website

Sponsored

(2429 RATINGS) HubSpot Service Hub HubSpot Service Hub is a cloud based Help Desk software. Service Hub has all the tools you need to... read more Visit Website

Sponsored

(14486 RATINGS) monday.com Monday.com's Work OS allows companies to create an IT help desk in a customized manner. From... read more Try for Free

Sponsored

(3990 RATINGS) Zoho Desk It is a context aware health desk software which will help you to provide efficient customer... read more Visit Website

(38 RATINGS) Zendesk Talk Zendesk helps you to connect with your customers using it’s cloud-based call center solution. It... read more Start Free Trial Kayako vs Zendesk Talk

Jason AI Jason AI is an amazing personal assistant powered by top-of-the-line ChatGPT technology to give the... read more Start Free Trial Kayako vs Jason AI

(2557 RATINGS) LiveAgent A simple and secure platform, with multi-features such as Help Desk, Live Chat and Call Center.... read more Start Free Trial Kayako vs LiveAgent

(1619 RATINGS) SysAid SysAid is an ITSM, Service desk, and Help desk software solution that integrates all the essential... read more Start Free Trial Kayako vs SysAid

(841 RATINGS) Help Scout Help Scout is an all in one customer service platform that helps small businesses, growing startups... read more Start Free Trial Kayako vs Help Scout

(1648 RATINGS) TeamSupport TeamSupport is revolutionising customer support by ensuring optimal service at minimal prices,... read more Start Free Trial Kayako vs TeamSupport

(155 RATINGS) osTicket osTicket is an open-source helpdesk management software solution that offers both IT asset... read more Start Free Trial Kayako vs osTicket

(562 RATINGS) Gorgias Gorgias is an efficient customer service management software that is specially designed for online... read more Start Free Trial Kayako vs Gorgias

(136 RATINGS) Jitbit Helpdesk Jitbit Helpdesk is a ticketing system and helpdesk software meant for your IT, SaaS and email-based... read more Start Free Trial Kayako vs Jitbit Helpdesk

(683 RATINGS) Kustomer Kustomer is an efficient CRM solution that helps enterprises deliver robust support services to... read more Start Free Trial Kayako vs Kustomer

Kayako Reviews

OVERALL RATING 3.7 Based on 433 Rating(s)

Rating Distribution

Excellent 0.4 %
Very Good 0 %
Average 0 %
Poor 0.4 %
Terrible 5.3 %

SHARE YOUR EXPERIENCE Write a Review

Read All Reviews

Videos on Kayako

Kayako's Scaling Your Customer Service with Top Notch Automation

Kayako Slides

Kayako : 4 Revealing Trends in Customer Service 2018

Kayako FAQs

Q. What is Kayako used for?

Kayako is Help Desk Software. Kayako offers the following functionalities:

Incident Management
Social Media Integration
Multi-Channel Communication
Macros (Templated Responses)
Document Storage
Customizable Branding
Ticket Management
Surveys & Feedback
Known Issue Management
Knowledge Base
Contract (SLA Management)
Community Forums
Automated Routing
Alerts (Escalation)
Self Service Portal
Live Chat

Learn more about Kayako features.

Q. What are the top alternatives for Kayako?

Here`s a list of the best alternatives for Kayako:

Q. Does Kayako provide API?

Yes, Kayako provides API.

Articles on Kayako

Research Report Top 20 SaaS Companies in India to Follow in 2022 Software as a Service, or SaaS as it is more popularly known as has steadily grown and helped... read more