Kayako

Unified customer service platform

4 /5 (154 reviews) Write a Review!

Kayako Overview

What is Kayako?

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.

Kayako Overview

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

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 3 others, India, Japan, Germany
Supported Languages
Dutch, English, French, German, Italian, Portuguese, Spanish

Media

Unified cases: see each customer's information in the context of the conversation to get more personal.
Build a rich and engaging knowledge base that customers will use
Teams and customers can pick up the conversation via the website and across channels, real-time or not
Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth.
No more manual effort: measure and streamline processes to find out where to improve, and build workflows
Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere
Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves
Keep on top of multi-channel conversations
Kayako screenshot: Unified cases: see each customer's information in the context of the conversation to get more personal. Kayako screenshot: Build a rich and engaging knowledge base that customers will use Kayako screenshot: Teams and customers can pick up the conversation via the website and across channels, real-time or not Kayako screenshot: Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth. Kayako screenshot: No more manual effort: measure and streamline processes to find out where to improve, and build workflows Kayako screenshot: Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere Kayako screenshot: Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves Kayako screenshot: Keep on top of multi-channel conversations

Kayako Reviews

Kayako Reviews

Overall rating
4
/
5
Excellent
60

Very good
58

Average
24

Poor
3

Terrible
9

Value for Money
3,9
Features
3,9
Ease of Use
3,9
Customer Support
3,9
77% recommended this app
Christian M.

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

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


Anita S.

Best software for internal and external email communication

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.


Amani I.

Kayako - Can be better!

I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.


Christopher B.

Support makes the difference when comparing this to other competitors

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.


Mark T.

Powerful System, Steep Learning Curve

Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.


Christian M.
Industry: Computer Software
Company size: 11-50 Employees

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

Anita S.
Industry: Computer Software
Company size: 51-200 Employees

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

Amani I.
Industry: Computer Software
Company size: 51-200 Employees

Kayako - Can be better!

Used Daily for 2+ years
Reviewed on 2018/10/25
Review Source: Capterra

I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.

Pros

Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.

Cons

There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.

Rating breakdown

Ease of Use

Likelihood to recommend: 6.0/10

Christopher B.
Industry: Computer Software
Company size: 51-200 Employees

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

Mark T.
Industry: Internet
Company size: 51-200 Employees

Powerful System, Steep Learning Curve

Used Daily for 1+ year
Reviewed on 2018/11/27
Review Source: Capterra

Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.

Pros

Kayako automates a lot of the communication and tracking processes for us. Since my company has put the time into setting up Kayako to meet our companies needs, I am able to focus mostly on client communication and not administrative tasks.

Cons

The system is very particular about what you can and can't do. Things that seem like they would be obviously included do not exist (seeing all open tickets from an organization, for example), and must be either set up manually or gotten to in a roundabout way. Kayako also requires a steep learning curve and is not an intuitive system.

Rating breakdown

Ease of Use

Likelihood to recommend: 8.0/10

User recommendation
7,7/10
Based on 154 user ratings
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Kayako Pricing

Kayako Pricing

Starting from
US$15,00/month
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.

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.

Value for Money
3,9/5
Based on 154 user ratings
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Kayako Features

Kayako Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Calendar Management
Contact Management
Custom Fields
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
3,9/5
Based on 154 user ratings
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Categories

Additional information for Kayako

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.

  • Kayako FAQs

    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:

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

    All-In-One Designer, Customer Thermometer, Help Desk Migration, Jira Service Desk, Magento Commerce, NUACOM, Nicereply, PagerDuty, Retently, Slaask

    Q. What level of support does Kayako offer?

    Kayako offers the following support options:

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