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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.
| Support | 24/7 (Live rep) Business Hours Online | Customer Type | Large Enterprises Medium Business Small Business |
| API | Location / Phone Number | London, United Kingdom / +1 (888) 952-9256 | |
| Deployment | SaaS/Web/Cloud Mobile - Android Mobile - iOS | Category | Help Desk Software |
Disclaimer: The pricing details were last updated on 23/07/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
Kayako offers some wonderful view of the Dashboard, so you won’t get overwhelmed with the information you’re receiving. The control panel integrates well and organize customer information. The KQL Report Generator feature is easy to understand and allows you to extract relevant information and set statistics based on our own specifications. Also, it includes some great automation links that are scheduled in the email reports.
Although I think Kayako is amazing and very simple, there’s a specific action which may be very confusing: work with independent queues within departments. There will be many information to handle and that can be overwhelming sometimes.
Kayako would be a very suitable tool companies and people that want to host an e-commerce business or a customer support company, where there’s necessary to see each customer's interactions individually and not for a lengthy time. You should closely consider how the features of each bid match your requirements, as you can save cash by using either. Since we implemented in our company, our interactions with clients has been very well managed.
We use Kayako to transfer work from person to person or even to a different group while we monitor the efforts in our department. We chose to work with the self-hosting version as it performs very well even in our highest traffic peaks. In general, our experience with Kayako has been amazing given the results we have got with it.
We have been using this for years it suits our purposes for the moment as it allows us to customize for each of our product set reporting is powerful as well
Lack of mandatory closure fields on the classic interface
Capturing the relevant information
Kayako is a ticketing system that has some good integrations with external services. It's easy to communicate with our customers over several different platforms and manage several different brands at the same time
There are many features in kayako that could be very powerful but are not quite complete enough to fully integrate into our business. For example the time keeping feature is built into each ticket, The engineers can log their time spent and if the time is chargeable or not. This feature is only useful if we can report on this information, dispite many support requests with kayako all we can produce is a csv document containing the time spent per ticket in the format of 00:00:00. We cannot use this feature to work out the relative costs acoiated with the time on each ticket because the time is not linked to an engineer and is not provided in a format that can be summed. There are many features in kayako that's have the potential to provide so much more functionality.
Test drive the features you need before you buy as a listed feature may not work as you need it to. Compare the cost and features of competitors. I feel kayako is over priced for the features it actually dilivers
Kayako enables to to keep in contact with out customers and track the history of every support request
I like that we can interact with the support team through a web-based user interface or email. That is to say, contact can be initiated and continue through resolution either way.
The search function in the public portal interface needs some attention. It takes a significant time to return results and it seems to only do exact match instead of loose match. I would image the system authentication is able to be integrated through LDAP or other means however our instance is not using this.
Evaluate the organization's needs and compare that to the platform feature set.
Kayako allows us to interact between the support team and our admins. It creates a solid and indisputable history. Linking personnel back to the same organization allows internal continuity by allowing multiple individuals to have visibility to the status of support cases along with the notes as it is worked toward a resolution.
Kayako has been the best correspondence stage for expert correspondence that I have utilized up until this point. Kayako is prescribed for both between group and outer - customer correspondence. The best component of kayako is that it enables you to compose your messages into organizer dependent on divisions, status and the idea of the email content. Likewise utilizing other kind of email stages has been a stress now and again and tedious when attempting to discover all the forward and backward correspondence occurred on one email string by various individuals, however kayako gives the best arrangement by catching all the correspondence occurred on one subject/email which is sent and gotten by one or many. Interface of Kayako can be structured and made according to the client's necessity and inclination. Likewise alluding to an email has been advantageous as each ticket conveys its very own interesting Ticket ID.
Reports aren't that expert with the Classic Kayako, and the KQL is difficult to comprehend, I accept that you need to make it somewhat simpler and easy to use. I might want to move up to Cloud Kayako, yet there is a missing element which is exceedingly significant for me, the "Development" include, this element giving me a chance to make a trigger that will open my ticket following a few minutes, this component embedded distinctly in the Classic Kayako. From the minute you've changed your estimating strategy, it's somewhat costly.. and keeping in mind that having clients that might want to get reports (most significant for them) Kayako Classic in any event doesn't give the best an incentive here, I don't think about Cloud Kayako.
Kayako has been the best correspondence stage which enables me to impart as well as gives me gives an account of any dire email that I have to follow up on promptly which spares me from deferred undertakings and answers. Since we changed from standpoint to kayako programming for between group and customer correspondence, kayako has given the best correspondence stage which enabled us to have a composed, simple to allude to and use as well as can see any sent/got email from any area by means of any gadget.
I like the Kayako software because it provides a simple integration for several support platforms in a software solution. Whether I use the web, email, phone, live chat, it allows me to easily obtain and manage customer messages and provide them with the appropriate response accordingly.
The software is designed primarily for professional communication, I would like you to have other options such as adding colors, tables etc.
The Kayako software offers a reasonable price structure. What do you expect to have an email organized and easy to use.
I really enjoy using kayako software, since it is the best communication platform that not only allows me to communicate, but also provides me with reports on any urgent e-mail in which I must act immediately, which saves me from tasks and delayed answers. Since we switched from gmail software to kayako for communication between teams and clients, with the kayak software my email is organized and easy to use.
Me gusta Kayako como un servicio para mejorar la comunicación profesional en mi empresa. Lo mejor que puede ofrecer Kayako es organizar todos sus correos electrónicos en una carpeta de acuerdo con los departamentos y la naturaleza del contenido del correo electrónico. Además, la interfaz de usuario de Kayako se puede personalizar de acuerdo con los requisitos del usuario.
Acotando adicionalmente que Kayako tambien ofrece cubrir una amplia variedad de áreas de actividades diarias, como situaciones de manejo de boletos, incidentes, problemas y quejas de todos nuestros clientes potenciales.
Kayako nos ha ofrecido una excelente UI personalizable, pero me gustaría mejorar esta función aún más. Sería una buena idea mejorar aún más la personalización del área de boletos. Como también me gustaría que Kayako ofrezca tutoriales para comprender completamente todas las funciones que ofrece este increíble servicio de Kayako y, de este modo, aprovechar todas sus funciones para ofrecer una mejor comunicación a nuestros clientes potenciales.
Kayako es la mejor solución para sus problemas de comunicación entre tus cliente. Kayako es excelente servicio!
Hemos implementado Kayako en nuestra empresa y con él hemos podido obtener muchos beneficios, ya que mantiene el flujo de trabajo de la mesa de ayuda diaria organizado a través de tareas automatizadas.
También utilizamos Kayako principalmente para nuestro personal interno de técnicos de IT. Kayako también nos permite rastrear el proceso de cálculo para una solicitud de distribución y si los cálculos se completan dentro de los estándares de nivel de servicio.
Gives a very good report on an individual level of what is being done for a customer or corporate issue. Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee has gone back and forth with each other. It has a nice dashboard view.
I personally find the reporting a bit difficult. We are on an older version of Kayako and I am told that reporting on the new version is much improved. There are some things missing in the new version that we were used to in the older version. Not sure how they came about what to keep or get rid of. Some of them are quite missed. Would like to see reporting done in a way that you pick what you want to report on and hit generate. No special "Language" skills needed.
Kayako is suited for a small company that is just getting started. We are in the web-hosting industry and it was very hard to fully adapt the system the way we would have liked to. Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period.
Kayako is being used to manage incoming communication from clients in the form of emails converted into tickets. These are then compartmentalized into views based on their status, progress, source, time, assignee and intended procedure. Using APIs or other third-party apps, the tickets can be automatically imported from several channels as needed (i.e. Gmail, company built-in support/helpdesk system).
I really like Kayako as a service to improve professional communication in my company. The best that Kayako can offer is to organize all your emails in a folder according to the departments and the nature of the content of the email. In addition, the Kayako user interface can be customized according to the user's requirements.
On the other hand, Kayako offers to cover a wide variety of areas of daily activities, such as ticket handling situations, incidents, problems and complaints from all our potential customers.
Kayako has offered us an excellent customizable user interface, but I would like to improve this function even more. For example, it would be a good idea to further improve the personalization of the ticket area. As I would also like Kayako to offer tutorials to fully understand all the functions offered by this incredible service "Kayako" and thus take advantage of all its functions to offer better communication for our potential customers !.
Kayako is the best solution for your communication problems.
We have implemented Kayako in our company and with it we have been able to obtain many benefits, since it keeps the workflow of the daily help desk organized through automated tasks. We also use Kayako mainly for our internal staff of IT technicians. Kayako also allows us to track the calculation process for a distribution request and if the calculations are completed within the service level standards.
Kayako es mi help desk favorito ya que da un muy buen informe a nivel individual de lo que se está haciendo para un cliente o problema corporativo. Ademas es fácil de entender de qué se tratan los tickets, cuánto tiempo se han abierto y cuántas veces el cliente o el empleado lo ha estado manimulando, kayako simplemente mejora la comunicacion!
Por otro lado Kayako ofrece múltiples funciones que mejoran cada dia mas a nuestra empresa!. Kayako nos ha permitido sincronizar el correo electrónico y las redes sociales y crea informes gráficos semanales.
Aun es dificil encontrar cosas negativas en kayako, pude notar que es muy difícil de implementar cuando ya tienes una base de clientes! ya que la creacion de la misma puede ser difícil.
Por otro lado me siento muy agusto con la versatilidad de este software y todos los beneficios que ha brindado a mi empresa a lo largo de los años!
Recomiendo Kayako para cualquier empresa pequeña, mediana y grande! ya que es muy funcional y eficaz!
Toda nuestra empresa utiliza Kayako para hacer negocios debido a que see utiliza para transferir trabajo de una persona a otra, escalar a otro grupo y hasta hace poco, rastrear los esfuerzos en nuestro departamento de desarrollo. Ademas es una manera muy fácil de entender qué problemas tiene un cliente, cuál es el estado de ese problema, quién lo tenía, cuál es la historia del esfuerzo en nombre del cliente y quién ha hecho qué hasta ahora.
