Kayako

Kayako

Unified customer service platform

4/5 (149 reviews)

Kayako Overview

Kayako is the unified customer service platform that helps companies manage customer requests and conversations over any channel, support customers better, and stay personal as they grow. Kayako connects the dots between support channels, customer information, and the team, unifying email, social, and live chat conversations together in one tidy place.

Help customers help themselves through Kayako's help center feature, allowing customers to answer their own questions, quickly and simply. Help center analytics enable users to track the phrases customers are searching for in order to optimize content. Brands can also build and customize multiple help centers, each with unique content and branding.

Kayako helps users visualize the customer’s journey and unify all customer interactions. The messenger feature allows users to support customers with a live chat experience that's as intuitive as messaging their friends. Brands can also help customers on the go with live chat on their mobile website or embedded in custom apps. Users can also bring customer activities from over 650+ apps for immediate context.

Pricing

Starting from
US$15,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Canada, China, Europe and 5 others, Germany, India, Japan, Latin America, Middle-East and Africa

Supported Languages

Dutch, English, French, German, Italian, Portuguese, Spanish

Kayako Reviews

Overall rating
4/5
77% positive reviews
57
Excellent
57
Very good
24
Average
2
Poor
9
Terrible
Anita S.

Best software for internal and external email communication

Used Daily for 2+ years
Reviewed on 2018/12/07
Review Source: Capterra

I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies.
Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.

Pros

Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content.
Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket"

Interface of kayako can be designed and created as per the user's requirement and preference.
Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID.

It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive.

Cons

Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.

Rating breakdown

Ease of Use

Likelihood to recommend

10.0/10
Christian M.

Kayako Classic (On-Premise) is a solution that covers all areas of support and more.

Used Daily for 2+ years
Reviewed on 2018/06/22
Review Source: Capterra

Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

Pros

It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!

Cons

It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Olav S.

it works but required a lot of enhancements to make it work proper for us

Used Daily for 2+ years
Reviewed on 2018/06/26
Review Source: Capterra

Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment.

Btw. Industry selection is missing Enterprise software or similar.

Pros

As we use Kayako for a long time (since 2012?) you get used to it which makes it difficult answer. Thinking about it stability comes into mind. Beside usual software bugs our system is very stable and reliable and doesn't need much maintenance. We like the new UI that came with classic 4.90 as it gives a modern look. From the feature perspective ticket management works very well for us in general but there isn't a particular feature to high light.

Cons

In first place we are missing the commitment for Kayako classic. Nothing has happened since two years (going to cloud announcement). However, this might change now. There are a lot of things that can be improved like Knowledge Base, File management, workflow, troubleshooting, etc. Back porting some of the new cloud features would be also much appreciated team collaboration, one workflow, etc. Lastly a much better and faster context aware search would help us a lot.
All of this has recently discussed with our new Kayako contacts.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

Good choice although there are some problems.

Used Daily for 2+ years
Reviewed on 2018/08/22
Review Source: Capterra

There are so many helpdesk systems, Kayako has been our selected one, but we are still looking for better choice.

Pros

1- Beautiful user interface.
2- It Supports all activities in a helpdesk process.
3-14 days free trial
4-Good localization, so you can add your own translations to (just) on-premise version

Cons

1- When you are Kayako admin and at the same time one of the staffs (Agent), you have to switch so many times between Admin / Staff panel to do your tasks. sometimes it makes me confused because knowing which setting is in admin panel and which one is in staff(Agent) panel sometimes is difficult.
2-I can say that Kayako is designed for too many clients for a limited number of services. If you have too many services each of them assigned to a client, Using Kayako would be difficult (But Possible). for example, you have to set permissions for widgets separately.
3-Kayako is not suitable for small teams. it requires a lot of time and effort for setting up.
4-Kayako integration and API's are limited. We couldn't integrate Kayako with our Self-Built project management and timesheet system.
5- Localization in cloud version doesn't work very well. We couldn't use Arabic in cloud version

Rating breakdown

Ease of Use

Likelihood to recommend

8.0/10
Christopher B.

Support makes the difference when comparing this to other competitors

Used Daily for 2+ years
Reviewed on 2018/06/18
Review Source: Capterra

Kayako helps keep all of our customer communication centralized into a single support suite. It allows our customers to engage more frequently with self-serve help (knowledgebase), chat, and email. Kayako makes it easier for our staff to troubleshoot and resolve any issues.

Pros

The new interface is very modern and much more exciting than the other interface. It is much faster and friendlier to use. The support is available for questions and bugs, whereas some competitors do not offer support of implementation. The price of the software is a little steep when comparing it to competitors that offer more, but being a Kayako customer for 10+ years on a perpetual license granted us a pretty steep discount that made the pricing make more sense for us.

Cons

I wish they had more features such as ability to get more customer feedback which would help our product development. There are other software similar to Kayako that have a feedback component that allow users to voice their "opinions" and then other users can vote on that. I would like to see this in Kayako and have been asking for about 10 years now.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Kayako Pricing

Starting from
US$15,00/month
Pricing options
Free Trial
Subscription
Value for money

Inbox: $15 per agent per month - a shared email, chat, and social inbox for small teams

Growth: $30 per agent per month - customer service software for growing teams

Scale: $60 per agent per month - customer service software for larger teams and businesses

Kayako's Enterprise plan is also available for larger companies needing a custom approach to customer support software. The Enterprise plan starts at $100 per agent. Get in touch for more information.

Kayako Features

  • API
  • Activity Tracking
  • Automatic Notifications
  • Automatic Reminders
  • CRM Integration
  • Custom Fields
  • Customizable Branding
  • Customizable Reporting
  • Mobile Integration
  • Reporting & Statistics
  • Social Media Integration

  • Activity Dashboard
  • Calendar Management
  • Contact Database
  • Customer Database
  • Customizable Templates
  • Data Import/Export
  • Electronic Payments
  • Email Integration
  • Third Party Integration

Additional information for Kayako

Key features of Kayako

  • Advanced Insights - coming soon
  • Advanced ticket workflows and automations
  • Automatic escalations ensure nothing gets forgotten
  • Beautiful Help Center so customers can help themselves
  • Custom fields to collect all the information you need
  • Define business hours for accurate performance tracking
  • Full control over the look-and-feel of your Help Center
  • Manage and offer unique experiences for multiple brands
  • Multi-lingual customer support and localizations
  • Native mobile apps for iOS and Android
  • Real-time messaging for your help center and website
  • Real-time visitor monitoring
  • Rich customer and organization profiles
  • Set SLAs to keep on top of your customer conversations
  • Simple Insights into your team's performance
  • Simple webhook integration to push customer data into Kayako
  • Slack integration
  • Unified conversations across multiple channels
  • Zapier integration to connect with over 500 business apps

Benefits

  • Unify email, social, and live chat conversations together in one tidy place with Kayako.

  • Build closer relationships: Kayako helps users understand their customers better in order to provide the right support at the right time, in their context.

  • Work better together: Kayako removes the distance between individuals, their team and their customers for more efficient and effective support.

  • Offer a human live chat experience, and have personal conversations with modern real-time messaging.

  • Route conversations to the right agent, and bring the whole company on board using Kayako's collaborators feature.

  • GetApp Analysis

    In this day and age, your customers expect responses almost immediately. Customer support has become the make or break in your competitive edge. Kayako customer service app equips your team with the tools you need to deliver a better, more personal service to each customer, while reducing incoming support requests and response times.

    Any business can benefit from a help desk app that enables you to deliver multi-channel support to both your internal and external customers. Kayako helps you better manage customer email, support requests, and live chats. It even helps your customers to discover their own solutions via its self-service help desk.

    Kayako stands out as one of the only solutions that actually integrates your email, tickets, live chats, calls (with VoIP integration), self-service and remote desktop support into one virual help desk.

    Support centre

    What is Kayako?

    Using Kayako’s ability to switch seamlessly between channels, you can empower the team to use the best tool to tackle the job at hand — some things can be dealt with a quick live chat response, but sometimes you need to ameliorate the situation with the personal touch of a phone call. Kayako does the legwork for the agent: organizing all your correspondence, so your customer success team can focus on helping customers.

    Managing response and resolution targets: Service Level Agreement (SLA) plans, response and resolution deadlines used to be for only big, bulky enterprise apps. Kayako makes the benefits of an SLA accessible even to SMBs. In Kayako, each SLA plan has a reply deadline and a resolution deadline—like “Sales standard SLA plan”—which keeps your customer support reps focused on solving the case at hand. You define the perimeters of which types of calls take priority, and you can even establish different perimeters for your sales reps than for your support team. You can even have different SLA plans for different categories of clients.

    At the help desk level, Kayako’s SLAs help you focus your team on meeting both response time and resolution time targets. For customers, they know that they can expect an update within a certain period of time.

    Kayako Main Features

    Understand the customer journey

    Kayako allows you to visualize your customer’s journey, and unify all your customer’s interactions from different apps in one place. This includes page views, orders, shipping history, and Help Center searches.

    This provides customer service agents the context they need to help deliver a better customer support experience. Agents can provide the right support at the right time in a proactive, tailored, personal, and frictionless way, whatever the channel.

    Customer journey mapping

    Customer-facing support center

    Kayako’s knowledgebase customer support center lets your clients navigate content, submit their own support tickets and log in to view the current issue and conversations surrounding it. Almost every page of this customer support center, ticket submission and live chat pages, including email templates, can be transformed by editing templates in the admin control panel.

    There is also an active community around the Kayako customer service platform. Customers share tips, best practices and customizations. Dedicated Kayako solution providers pcovide training and integration services.

    Kayako community portal

    Enable team and agent collaboration

    Kayako enables you agents to work better together in a number of ways. Any member of you support team can chime in on a customer conversation to get the issue solved quicker, fo example, if they have come across the same problem before. Your agents can also see if their colleague has already responded to or viewed a conversation, making sure you aren’t duplicating effort.

    You can also automate conversation assignment across your team and trigger notifications based on conversation properties.

    Team portal

    Increase customer engagement with live chat tools

    Kayako’s live chat tool is equipped with real-time visitor monitoring and proactive engagement.

    With live chat automations, Kayako can be set to flag up potential opportunities and other customers pulling away, allowing for a deeper connection between sales and support.

    Kayako features a dedicated live chat desktop app – Kayako Desktop – that is built for tech support operators who manage multiple chats and incoming calls at a time.

    If your company has remote support agents, they can take advantage of Kayako’s mobile live chat or use any IM app that supports Jabber, via Kayako Chat Gateway.

    Kayako Live Chat

    Kayako Integrations

    Kayako has integrations made available to its download-only customers, including Salesforce, Freshbooks, Basecamp, Drupal, and MailChimp.

    Kayako also has mobile apps for iOS, Android, Windows Phone and BlackBerry 10, giving your clients the freedom to help customers from anywhere. They can also use any IM app that supports Jabber, using the Kayako Chat Gateway.

    Kayako Pricing

    There are five different price plans: Inbox - A shared email, chat, and social inbox for small teams - $9 per agent per month Team - A simple, modern help desk for small teams - $15 per agent per month Growth - Customer service software for growing teams - $29 per agent per month Scale - Customer service software for larger teams and businesses - $59 per agent per month *Enterprise - Available for larger companies needing a custom approach to customer support software - $90 per agent per month

    Kayako Bottom Line

    • Established and proven help desk solution
    • Ideal for smaller businesses that want to get started quickly
    • Also suited to large enterprises who need to deliver customer support at scale
    • Easy to navigate agent control panel
    • Fully functioning self-service support center

    Kayako FAQs

    Below are some frequently asked questions for Kayako.

    Q. What type of pricing plans does Kayako offer?

    Kayako offers the following pricing plans:

    Starting from: US$15,00/month

    Pricing model: Subscription

    Free Trial: Available

    Inbox: $15 per agent per month - a shared email, chat, and social inbox for small teams

    Growth: $30 per agent per month - customer service software for growing teams

    Scale: $60 per agent per month - customer service software for larger teams and businesses

    Kayako's Enterprise plan is also available for larger companies needing a custom approach to customer support software. The Enterprise plan starts at $100 per agent. Get in touch for more information.

    Q. What are the main features of Kayako?

    Kayako offers the following features:

    • Advanced Insights - coming soon
    • Advanced ticket workflows and automations
    • Automatic escalations ensure nothing gets forgotten
    • Beautiful Help Center so customers can help themselves
    • Custom fields to collect all the information you need
    • Define business hours for accurate performance tracking
    • Full control over the look-and-feel of your Help Center
    • Manage and offer unique experiences for multiple brands
    • Multi-lingual customer support and localizations
    • Native mobile apps for iOS and Android
    • Real-time messaging for your help center and website
    • Real-time visitor monitoring
    • Rich customer and organization profiles
    • Set SLAs to keep on top of your customer conversations
    • Simple Insights into your team's performance
    • Simple webhook integration to push customer data into Kayako
    • Slack integration
    • Unified conversations across multiple channels
    • Zapier integration to connect with over 500 business apps

    Q. Who are the typical users of Kayako?

    Kayako has the following typical customers:

    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

    Q. What languages does Kayako support?

    Kayako supports the following languages:

    Dutch, English, French, German, Italian, Portuguese, Spanish

    Q. What type of pricing plans does Kayako offer?

    Kayako has the following pricing plans:

    Subscription

    Q. Does Kayako support mobile devices?

    Kayako supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Kayako integrate with?

    Kayako integrates with the following applications:

    Customer Thermometer, Help Desk Migration, Jira Service Desk, Magento, NUACOM, Nicereply, PagerDuty, Retently, Slaask, SyncDojo

    Q. What level of support does Kayako offer?

    Kayako offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials